Tualatin Valley Water District

Complaint: [redacted] I am rejecting this response because as stated originally we did not get any door hanger or kit When I called the company in August due to noticing increases in bills they said we may have a leak to investigate nobody said anything about April or doorhanger or kit I was advised to go buy a tester they record their conversations and I provided days and named who I spoke with The reason I put down may on the application is because as stated above I was told by the agent that she just looked back to see when this may have started and she said looks like may If it was April why didn't she have this information The reason nobody said anything until after I submitted the application is because it's not on file because it doesn't happen This is a dishonest company taking advantage of people and I hope the Revdex.com can stop them from doing this to others I was home all day that day they claim they put up a hanger I'm disabled and was home Nobody came to my door If the bills are sent and emailed why was notifying us not considered important enough to mail or email or callbecause it doesn't happenI wish someone could research this and listen to our phone conversations and see they are dishonest Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Good Morning Ms [redacted] , I have reviewed your complaint with the department manager and we have agreed to take the following action: Even though we have no record of contact, it is evident that without any consumption during the time period in question, you had vacated the home Typically a lease or rental cancellation can serve the department's needs to make this adjustment We have contacted the managing agency for Sewer and Swm charges and they have agreed to remove their portion of those charges in coordination with ours for the outstanding total of $ We have informed the Collection Agency that the balance in question is satisfied and they have pulled the information from their systems It should be noted that this amount was not issued to any of the credit reporting agencies The account is closed and the balance is now $0.My apologies for the inconvenience and I wish you a pleasant day.Lee L***Customer Service and Billing SupervisorTualatin Valley Water District

Tualatin Valley Water District’s Water Loss Adjustment Policy Section 7.1A is set by our Board of CommissionersIn order to qualify for a water loss adjustment, the customer must repair their leak within days of the date it was discovered or reasonably should have been discoveredOur meter
reader noticed there was high consumption and movement, both indications of a leak, on the ***’ meter on 4/9/At this time their use was five times greater than it was the previous yearThe meter reader left a door hanger advising the residents of this discoveryHe also left a leak kit which contained tips on how to find a leak, a copy of our water loss adjustment policy and the water loss request formThe customer had days from this date to find and fix the leak. On 9/24/the ***’ filed the water loss adjustment request formOn the form they stated they were aware of the leak sometime in May, yet it wasn’t repaired until 9/23/Their water loss adjustment request was denied on 9/25/and a letter was sent to their homeThe letter explained that we’d notified them of a leak in April, they knew there was an issue in May but did not fix the leak until September which was outside the day requirement stated in the water loss adjustment policy
Based on the requirements of our Rules and Regulations we cannot provide the customer the resolution they are requesting

Tualatin Valley Water District has received Mr. [redacted]' new application for Water Loss adjustment which provides further details regarding his request.  TVWD has made contact with Mr. [redacted] and has approved his request for Water Loss adjustment based on the information provided.  TVWD appreciates Mr. [redacted]' comments and has made changes to www.tvwd.org that addressed his concerns.

Tualatin Valley Water was able to determine that Mr. [redacted] was able to successfully register and pay online since filing the complaint.  Lee L[redacted], Supervisor for Customer Service and Billing reviewed the account details to verify accuracy. TVWD has reached out to Mr. [redacted] to apologize for...

his experience with our Customer Service department and to share information about the new Online Payment System currently in the implementation phase. Tualatin Valley Water District agrees with customer feedback that the current online payment system is difficult to use.  TVWD has contracted with a new vendor, Paymentus, after conducting a rigorous product selection process which included customer evaluation and testing.  Customers who currently pay online will be pleased to hear that Paymentus is user friendly while protecting personal financial information.  This new product will be available the week of September 18, 2017.  Thank you for your patience in these remaining weeks before we go live with Paymentus.Sincerely, Lee L[redacted]Customer Service and Billing SupervisorTualatin Valley Water District

Complaint: [redacted]I am rejecting this response because as stated originally we did not get any door hanger or kit.    When I called the company in August due to noticing increases in bills they said we may have a leak to investigate nobody said anything about April or  doorhanger or kit I was advised to go buy a tester ... they record their conversations and I provided days and named who I spoke with.    The reason I put down may on the application is because as stated above I was told by the agent that she just looked back to see when this may have started and she said looks like may.   If it was April why didn't she have this information.   The reason nobody said anything until after I submitted the application is because it's not on file because it doesn't happen.   This is a dishonest company taking advantage of people and I hope the Revdex.com can stop them from doing this to others.   I was home all day that day they claim they put up a hanger ... I'm disabled and was home.   Nobody came to my door.   If the bills are sent and emailed why was notifying us not considered important enough to mail or email or call. ... because it doesn't happen. I wish someone could research this and listen to our phone conversations and see they are dishonest. 
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Morning Ms.  [redacted], I have reviewed your complaint with the department manager and we have agreed to take the following action:  Even though we have no record of contact, it is evident that without any consumption during the time period in question, you had vacated the...

home.  Typically a lease or rental cancellation can serve the department's needs to make this adjustment.  We have contacted the managing agency for Sewer and Swm charges and they have agreed to remove their portion of those charges in coordination with ours for the outstanding total of $108.56.  We have informed the Collection Agency that the balance in question is satisfied and they have pulled the information from their systems.  It should be noted that this amount was not issued to any of the credit reporting agencies.  The account is closed and the balance is now $0.My apologies for the inconvenience and I wish you a pleasant day.Lee L[redacted]Customer Service and Billing SupervisorTualatin Valley Water District