Lakewood Water District

Complaint: [redacted] I am rejecting this response because: I have lived at the same address for over seven years and never had a bill this highThe department just finished putting a new system and then I have this huge bill There is a lack of communication in that office because Christie says (To Date) there is no record of us contacting the office but yet she just stated [redacted] called on August 28, and we sent two emails on December 21, to the President (Lawrence G [redacted] Jrand Secretary (Gregory R [redacted] )MrR [redacted] just responded by email yesterdayHe stated he would forward the email to the appropriate person [redacted] said she was never told they would have to call the owner and have them submit a request for a leak adjustment be grantedWhy the owner doesn't even live localSincerely, [redacted]

Please see attached. We are so very sorry for the delayed response. Somehow, the email did not get to us the first time; we are most grateful for the help given us when we called on Wed, 1/13. And then this just got away from me with my GM out of the office a good part of Wednesday
and yesterday with a family emergency. Again, we apologize for the delay.
If there are any questions whatsoever about our response or generated from our response, please contact me at the cc email address above or at 253/***
Many thanks for your patience,
Christie *B***
Executive Assistant to the General Manager
Human Resources Officer
In response to the complaint issued by customer *** *** on January 6, 2016, the history of this situation is as follows:Lakewood Water District issued a high usage letter to the customer on July 10, due to unusually high water usage. Mrand Mrs*** called the office on August 24, stating they thought they had a leak. A Lakewood Water District technician went to the property on August 25, and checked the meter for a meter leak, and discovered there was no leak at the meter (the District’s jurisdiction and accountability is from the main to the “outside”/District side of the meter; anything from the customer’s side of the meter onto the property is the customer’s jurisdiction/accountability)A customer service representative spoke to MrsSheila *** on August 28, who had requested a leak adjustment on their account. She was told that because a leak had not been determined, an adjustment would not be available. Please see attached our Leak Adjustment Policy. A leak on the District’s side of the meter would be repaired by the District at no cost to the customer (presuming the customer had done nothing to cause the leak). For a leak adjustment to be granted, a leak on the customer’s side of the meter would need to be found, repaired, and reported to the District with documentation by the customer.Mrs*** was also told that if a leak was to be discovered, the owner of the property would need to request the adjustment as the District only allows one leak adjustment per property. Mrs*** was appreciative for the help and information and was told to call the office at any time to inquire about her usage. To date, we have no record that Mror Mrs*** has contacted our office. The District does not have a President or Vice President other than our Board of Commissioners, and I am not aware of any e-mails that have been sent to them or our office

Complaint: [redacted]I am rejecting this response because:
I have lived at the same address for over seven years and never had a bill this high. The department just finished putting a new system and then I have this huge bill.
There is a lack of communication in that office because Christie says (To Date) there is no record of us contacting the office but yet she just stated [redacted] called on August 28, 2015 and we sent two emails on December 21, 2015 to the President (Lawrence G[redacted] Jr. and Secretary (Gregory R[redacted]). Mr. R[redacted] just responded by email yesterday. He stated he would forward the email to the appropriate person.
[redacted] said she was never told they would have to call the owner and have them submit a request for a leak adjustment be granted. Why the owner doesn't even live local. Sincerely,[redacted]