Utilities, Inc.

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,
Lesley B[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: uiwater.com
Consumer was contacted by the Regional Manager on 7/24/15 to inform the Consumer that the Utility had agreed to take care of the cost to do the...

necessary work on his/her sidewalk and will use the Consumer's contractor. The Consumer was informed that the contractor would need to contact the Utility to provide certain necessary information and Certificate of Insurance. The contractor contacted the Utility and provided the requested information. The contractor will be paid by the Utility upon completion of the work and the invoice is sent to the Regional Manager for payment. Perhaps the complaint by the Consumer to Revdex.com was filed before 7/24/15.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with regional manager [redacted] on 7/25/15. He apologized for the issue and agreed to have the sidewalk repaired as requested.

utility Services of Illinois, Inc. provides wastewater service to the Consumer at his/her residence.  Wastewater service was provided to the Consumer in excess of 12 months without an application for service on file and without payment for the service used.  The Utility is...

regulated by Illinois Commerce Commission (ICC).  The charges billed to the Consumer are regulated charges and the Utility is allowed to back bill up to 12 months for service that it has provided to a Consumer.  The Consumer was provided invoices for each service period billed.  Each invoice detailed the service period and the charges for that period.  The rates are charged as a flat rate, there is not any usage charged under a flat rate, therefore there would not be any usage or meter readings on the invoices.  The Consumer filed his/her original complaint (billing dispute) with ICC around February 8, 2016 and ICC required an investigation by the Utility and a response from the Utility concerning the Consumer's complaint.  On February 18, 2016, a response was provided to ICC as their regulation required and on February 17, 2016 written communication was sent to the Consumer that addressed his/her concerns.  There is not a refund due to the Consumer for the wastewater service that was provided to him/her as he/her has requested.  If the Consumer is not satisfied with the ICC findings and the Utility's position concerning the regulated charges for wastewater service that was provided to him/her, the Utility request the Consumer to contact ICC for further investigation.  If the Consumer would like to be provided additional copies of the invoices that detailed the service periods that he/she was back billed for, the Utility request he/she  contact the Customer Service Department at 800-831-2359.

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@uiwater.com
The utility experienced several power surges at its well that were caused by power failure by the electric provider. The power surges...

caused the well to be interrupted. The interruption caused the pressure to drop in the water lines. The loss of pressure in the water lines resulted in little water to no water to the Consumers until the well could be started again. The utility consulted with the electric provider several times concerning the power loss. After working with the electric provider for the area, the provider identified the primary problem was one of their transformers was undersized. This was causing a surge in power to the utility's well site, and causing its well to trip out. The electric provider recently changed out their transformer. When the water pressure is lower than 20psi in the lines, the utility is required to issue a Precautionary Boil Water Advisory until the water has been tested and found to be safe for drinking. There is not an adjustment to the Consumer's account because of the power loss and the temporary loss of water. The utility apologizes for the inconvenience that the Consumer experienced.

Tell us why here... After a Consumer has closed his/her service it takes approximately 1-10 calendar days for the final bill to be issued. The Consumer's account was closed and a final bill was issued and a credit was generated on the account for $34.37. The credit was submitted for processing the...

refund. In error, the refund was not processed and issued to the Consumer in a timely manner. The refund has been submitted to be expedited. The utility apologizes to the Consumer for the delay with processing his/her refund. The utility is regulated by the [redacted]

The utility contacted the Consumer on 2/27/18 and he/she was informed that the refund check was mailed to her/him on 2/15/18. The check was returned to the utility on 2/27/18 by the post office as undelivered because of an incorrect address. The check was resent on 2/27/18 express overnight to the address that was provided by the Consumer. The tracking information showed that the delivery was made to the requested address at 10:35am on 2/28/18.

Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: [redacted]
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@uiwater.com
The [redacted] is billed a monthly water availability fee of $25.00. The charge is not billed in error to the [redacted]. It is a flat...

fee designed to recover a portion of the fixed costs associated with materials and installation of existing water utility infrastructure, including the water well, water mains and service lines designed to provide water to each lot in the sub division. The [redacted]'s [redacted] contacted the utility around 7/27/15 to inquire about the charge, the utility's [redacted] responded to the [redacted]'s [redacted]'s inquiry around 8/10/15 with the requested information. The utility also provided options to his/her [redacted] for removing the water available charge. The [redacted] stated that he/she has contacted the utility's Customer Service Department since that communication and did not receive the assistance requested. Because the [redacted]'s concerns were referred to the utility's [redacted] and are being handled by [redacted], he/she should contact the Utility through its Customer Service Manager or [redacted] if additional assistance is required to discuss the options that were provided to his/her [redacted] concerning the removal of the monthly charge.