ComplaintsforTexarkana Water Utilities
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Complaint Details
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Initial Complaint
10/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Around the end of September 2023, I had the water turned on to my new house. TWU stated that if the water had been off to the house for 5 years a water flow test must be conducted at my (customer) expense. The cost was around $95. The water flow test consists of measuring the water flow from the city main line to the city water meter. This test did not include any tests on customer property or customer water lines. This test was exclusively on city property. I do not believe the customer should be charged for testing city property. Testing of city property costs should be included in the general fund of TWU; not a customer-specific cost. I have tried to make a formal complaint with TWU without any resolution.Business response
10/31/2023
We have spoken with this customer and explained that this test is required due to abandonment of services by the homeowner, thereby making it their responsibility.
'When a service address has been vacant for 5 years or more a flow and pressure test is required. The purpose of the test is to make sure there is correct flow and pressure from the main to the meter.'
This a policy endorsed by many cities to cover the expense of doing the test. However, as we are in the process of making this policy an ordinance, we are prepared to waive this fee on this occasion. The amount charged to Mr. Philyaw's account has been removed.
Customer response
10/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
02/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Received an email that the water company for various reasons have gotten behind on reading meters. Which in turn is how they determine monthly cost for usage. They are stating that this months bill will only be an estimate. With this companies reputation in the community I do not trust that if my bill is less than the estimate they will return the correct amount if any at all. I reached out to see if the February bill and March bill can be payed together in March once they are caught up. They stated this would be possible, but the late fees would not be waived. The excuses given were holidays, weather, and sickness. This is not the fault of the customer, and if the roles were reversed and someone couldn't afford to pay because of the same reasons they would charge a late fee and shut off water service.Business response
03/14/2023
Business Response /* (1000, 9, 2023/02/27) */ Contact Name and Title: ******** **** Supervisor Contact Phone: 903-798-3807 Contact Email: *****@txkusa.org Texarkana Water Utilities informed customers in this billing cycle the following: Texarkana Water Utilities would like to inform you due to holidays, weather conditions and illness, we are behind on meter reading. This means that your bill that will be due in February, will be computer estimated based on the usage from your read dates at this time last year. The bill that will be due in March, will be adjusted for any bill that may have been under or over estimated, based on the actual read obtained . Please feel free to contact [email protected] if you have any questions. Our billing system is set up for monthly billing and payments. The customer's bill was estimated at $57.30 and the prior two bills with actual reads were $76.84 and $71.59. Customer's new bill pending (actual reads) is $57.30. Customer is receiving minimum bill based on current usage. The customer was informed that the account was set up with a recurring credit card for auto payment and this would need to be removed by customer. The payment of $57.30 did draft on 2/14/23 based on the card information was not removed. Therefore no late penalties occurred etc. Please see all correspondence below with customer: From: TWU-CustomerService Sent: Thursday, February 2, 2023 8:08 AM To: ****** ***** <***********@gmail.com>; TWU-CustomerService
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.