ComplaintsforRockwood Water People's Utility District
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Complaint Details
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Initial Complaint
05/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 5/10/2022, I received a utility **** that is triple the amount it was last month. I called the customer service number to ask why and proceeds to say that they mis-read the water meter last month and decided to add those charges onto this month's ****. I understand people make mistakes but they did not want to find a solution to the mistake they made. Last month's **** was ***** and now it is ******, this charge is ridiculous . There needs to be another adjustment. Thank you for your time and help.Business response
05/11/2022
This is in response to the complaint regarding a high-water ****. We have researched the account and found no errors with it. Water bills are calculated based on actual metered use at the customer meter which is read every two months. However, during inclement weather, the water use is estimated and then a correction is made during the next billing cycle based on the actual metered use. The previous **** for water used from 12/29/22 2/24/22 had been estimated due to inclement weather. It was not an actual read from the meter. Our policy allows us to estimate the read when accessing the meter is not possible. The estimate was lower than the actual water use and this was corrected during the following billing cycle based on the next meter reading.
When we received the meter reading for the next billing cycle,2/24/22 4/27/22 , we noted higher water use so we sent our meter technician to the property to verify that the read was correct. The result came back that the read was correct, so we billed out at the higher consumption which represents the actual water used. Since the read is correct,we cannot adjust the ****.
We offer customer assistance through Human Solutions. The customer can call ************ to apply for this. We also do payment plans if that will help the customer. The customer can call our office at ************ to set that up.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.