Waco Advertising Federation

In response to your letter dated 1/24/2018, ID [redacted] .The company has followed the rules that have been set up by PSC in the Tariff and has tried to reach a fair compromise to this complaint At this time we feel like we have been more than fair in removing half of the fees

Initial Business Response / [redacted] (1000, 9, 2016/05/18) */ customer was informed in march that she could have a leakshe did nothing to repair itMeter reader went back in april and hung a door tag, she then called and I told her I would talk to the owner and I didAt the time no credit was given because of no response given to leakI told her I would refund the late fee as well as part of the disconnect chargesThe bill was now almost months past dueThis becomes the customer responsibility to pay

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ Contact Name and Title: [redacted] H [redacted] Contact Phone: XXX XXX-XXXX This person (and address) is not a customer of Valley Woods Utility Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I typed in the address myself to Revdex.comCroley Blvd, Nixa, MO XXXXX (XXX) XXX-XXXX And this is all that appearedPossibly a fault on Revdex.com's part? Final Business Response / [redacted] (4000, 10, 2016/03/04) */ Revdex.com Comment - The company states the followingThe main pump went out on a Thursday and a new one was installed up and pumping the next day, by amThey were out of water less than hoursConsumer could not pay bill and ask to be put on a payment planTaney County Water LLC does not have a payment plan for consumers

Initial Business Response / [redacted] (1000, 9, 2015/07/27) */ Valley Woods Water does not have a customer by this name.There is a difference between a boil order (issued by DNR) and a boil advisory (a precautionary measure but not mandatory) Signs are placed at the entry to the Valley Woods system as well as any other systemThere is an emergency number and it is posted on every monthly statementCalls are returned Final Business Response / [redacted] (1000, 12, 2015/08/03) */ In the first place this complaint is Taney County Water not Valley WoodsThere is a difference in a boil order and a boil advisoryWe place signs up for the boil advisory, we do not issues the boil order DNR doesThere is an emergency phone number that is placed on every StatementWe have over 1,customers and it is IMPOSSIBLE to call everyoneWe are not required to do this under the Tariff Taney County Water

Initial Business Response / [redacted] (1000, 9, 2016/05/19) */ Yes, a flag was place on his door with scotch tape, I can't see how that could damage his doorAt all times we as a Utility Co has the legal right for all debris to be removed from the access of the meterThis customer followed our meter reader with a screw driver Our meter reader is very highly thought of by everyone else Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) a large wad of scotch tape all over the door and paper..And what do you mean I followed him with a screwdriver?That is the most ridiculous thing I ever heard you must have me confused with another one of his fans..AND I DO NOT WANT HIM BACK IN MY YARD.....EVER Final Business Response / [redacted] (4000, 14, 2016/05/23) */ This person is not a customer of Valley Woods Utility Final Consumer Response / [redacted] (4200, 16, 2016/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) What does that mean exactly? I am currentlyI believe this to be taney cowater LLC too one of your many namesphone and address are the same p.o.box nixa mo.XXXXX phone XXX-XXX-XXXX

Initial Business Response /* (1000, 9, 2016/05/18) */
customer was informed in march that she could have a leak. she did nothing to repair it. Meter reader went back in april and hung a door tag, she then called and I told her I would talk to the owner and I did. At the time no credit was given...

because of no response given to leak. I told her I would refund the late fee as well as part of the disconnect charges. The bill was now almost 2 months past due. This becomes the customer responsibility to pay.

Initial Business Response /* (1000, 9, 2016/05/19) */
Yes, a flag was place on his door with scotch tape, I can't see how that could damage his door. At all times we as a Utility Co has the legal right for all debris to be removed from the access of the meter. This customer followed our meter...

reader with a screw driver . Our meter reader is very highly thought of by everyone else.
Initial Consumer Rebuttal /* (3000, 12, 2016/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a large wad of scotch tape all over the door and paper..And what do you mean I followed him with a screwdriver?That is the most ridiculous thing I ever heard you must have me confused with another one of his fans..AND I DO NOT WANT HIM BACK IN MY YARD.....EVER
Final Business Response /* (4000, 14, 2016/05/23) */
This person is not a customer of Valley Woods Utility
Final Consumer Response /* (4200, 16, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What does that mean exactly? I am currently.. I believe this to be taney co. water LLC too one of your many names.. phone and address are the same p.o.box 1080 nixa mo.XXXXX phone XXX-XXX-XXXX

In response to your letter dated 1/24/2018, ID [redacted].The company has followed the rules that have been set up by PSC in the Tariff and has tried to reach a fair compromise to this complaint.  At this time we feel like we have been more than fair in removing half of the fees.

Initial Business Response /* (1000, 9, 2016/05/19) */
Office hours are 8 am to 3 pm Monday-Friday. The company is controlled by the Public Service Commission from Jefferson City, they tell us how much we can charge and when to do it. I don't understand how people feel like they don't have to pay...

there bills. We send a Statement then a 10 day late notice and then we hang a door tag, how more are we suppose to do?
Initial Consumer Rebuttal /* (3000, 11, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not open 8am to 3pm. They did not send me a 10 day notice. This business is only open 3 hours a day. And furthermore, I pay all of my bills,but sometimes life happens and bulks may get paid a day late. But to charge me 25% of my bill for a late fee is ridiculous.
Final Business Response /* (4000, 13, 2016/05/25) */
1. This is not a customer on Valley Woods Utility.
2. Taney County Water is open from 8:00 am to 3:00 pm Mon thorough Friday.
3. All rates are established by the Public Service Commission and are based on operating costs.
4. Fees such as late charges, connection fees, etc. are established by the Public Service Commission.
5. All bills are mailed on the first day of the month.
6. The dates for late notices are established by the Public Service Commission.
7. We cannot make exceptions from the tariff an operating document of the Public Service Commission.
8. As a public utility, we are highly regulated and we adhere to the tariff. The claims made are false.
9. This back and forth caused by this Taney County Water customer has used a lot of our staff's time and taken away from their normal duties.

Initial Business Response /* (1000, 9, 2015/07/27) */
Valley Woods Water does not have a customer by this name.There is a difference between a boil order (issued by DNR) and a boil advisory (a precautionary measure but not mandatory) Signs are placed at the entry to the Valley Woods system as well...

as any other system. There is an emergency number and it is posted on every monthly statement. Calls are returned.
Final Business Response /* (1000, 12, 2015/08/03) */
In the first place this complaint is Taney County Water not Valley Woods. There is a difference in a boil order and a boil advisory. We place signs up for the boil advisory, we do not issues the boil order DNR does. There is an emergency phone number that is placed on every Statement. We have over 1,000 customers and it is IMPOSSIBLE to call everyone. We are not required to do this under the Tariff.
Taney County Water

Complaint: [redacted]
I am rejecting this response because: My water should have never been cut off in the first place. My payment was made on time. I made a $5 error when I wrote the check, so they marked my bill as if I hadn't made a payment at all. I never received anything saying that the $5 + an additional $5 had to be paid by the 3rd. All I received was the bill dated 1/1/18 that said my current bill was due 1/21/18. It included the $5 I left off the last bill plus an additional $5 because I wrote the check for the wrong amount for a total of $21.82. Based on this, why would I know that my water was going to be cut off. This is just a bad way to treat your customers. FYI I am still w/o water.  I spoke with someone on Fri  1/19//18 and was told that we were on the list to have the water turned back on, but they weren't sure it would be done that day. Ok, so surely it would be done by mon.? Nope. I called again today 1/23/18 to ask when it would be turned back on. They could not tell me, and took my # to check and call me back. I never received a call. Am really concerned we will have busted pipes at this point and would like to know when to expect it to be back on. No one can stay there right now because of the lack of water, so we are going back and forth trying watch for problems. This is costing more than just the $30 plus the $5 late fee, and all I'm asking for is the $30 fee be credited since it was poor business practice to pull someone's water meter over $5 to begin with.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have allready shared why I will not accept their response.  It is completely unprofessional to cut someone's water off for making a $5 error on their payment and keep it off for almost 3 weeks.It was not like I didn't make the payment at all. If in fact they are following their policy, (and I do not believe they did as I was not informed there was a problem) it is a bad policy! 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: [redacted] H [redacted]
Contact Phone: XXX XXX-XXXX
This person (and address) is not a customer of Valley Woods Utility.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
(The consumer indicated he/she DID NOT accept...

the response from the business.)
I typed in the address myself to Revdex.com.786 Croley Blvd, Nixa, MO XXXXX
(XXX) XXX-XXXX
And this is all that appeared. Possibly a fault on Revdex.com's part?
Final Business Response /* (4000, 10, 2016/03/04) */
Revdex.com Comment - The company states the following. The main pump went out on a Thursday and a new one was installed up and pumping the next day, by 11 am. They were out of water less than 24 hours. Consumer could not pay bill and ask to be put on a payment plan. Taney County Water LLC does not have a payment plan for consumers.

The call came in to the office concerning her turn off for the late balance for 12/21/17.  The Tariff that is issued by the PSC in Jefferson City, says that there is a $30.00 turn off fee and a $30.00 turn on fee.  Customer was informed that I would only charge her one fee instead of...

both.  There is also a disconnect letter that goes out on the 24th of each month informing customer that they will be turned off if the bill is not paid by the 3rd of the following month.  I know that this letter went out.  I feel that we are being more than fair in removing one of the fees.  Other customers, has to pay the full amount.  All customers are informed of these fees at time of sign up for water.