[redacted] Please See Attached Documents [redacted] September 29, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted] ; ID # [redacted] Dear Ms [redacted] ,Thank you for your correspondence regarding [redacted] recent compliant to your office regarding concerns about her Seattle Public Utilities (SPU) bills for “extra garbage pickups” Our account representative reviewed the account history He did not see the history of calls to SPU on the account; however, he put them on an extras dispute hot list anyway They will be monitored for up to a year, with photos of extras required to be taken by the contractor, this should alleviate any future concerns.If you or the customer has any further questions regarding this issue, please contact our Account Manager, Sally H [redacted] directly at [redacted] or by email at [redacted] @seattle.govSincerely,Sally H [redacted] ,Solid Waste Compliance Manager [redacted] Seattle Public Utilities P O Box ***Seattle, WA 98124Email: [redacted] seattle.gov
We have contacted the customer , discussed the issue and have sent an inspector out to review the issue The customer is aware of the inspection and we will be updating the customer with the results
[redacted] Revdex.com ID [redacted] Thank you for the opportunity to respond to this customer complaint I spoke with Ms [redacted] by phone on 9/28/I apologized for the poor customer service her husband, [redacted] received on 9/26/when he called to report the garbage collection that was missed on 9/20/16, while they were on vacationI explained that per the Seattle Municipal Code, solid waste is charged at a flat, monthly rate based on the size of the container subscribed to, not on the number of times a container is collected; therefore, we are unable to credit for missed collectionsI advised Ms [redacted] that if she had additional garbage that could not be contained in her garbage container, she could place an extra bag out on her next collection day, 10/4/and as a customer courtesy, Seattle Public Utilities would waive the $fee normally charged for extra garbage collection Ms [redacted] and I also discussed the placement of her garbage container in front of her home at the walkwayI advised Ms [redacted] that I am reaching out to the Seattle Public Utilities’ solid waste inspector to address the number of missed collections and to confirm the collection point with the solid waste contractor I sent an email to Ms [redacted] to summarize our phone conversation and to provide contact information should this issue persist Please feel free to contact me if we can assist further [redacted] Seattle Public Utilities, Customer Response Division
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, [redacted]
Hello, Thank you for bringing this issue to our attentionWe have contacted the customer and apologized for any miscommunication and we have issued them a refundThanks again for letting us get this situation resolvedAngel C [redacted] Executive AssistantSeattle Public Utilities5th Ave.Seattle, WA 98124206-684-
Complaint: ***
I am rejecting this response because: I received a call on Tuesday, in the morning stating my money was being refunded and would go in the mail that day As of Friday 12.15.17, the check has not arrived It typically takes 1-days to get mail from downtown Seattle to my home So should have arrived on ThursdayI have a locked mailbox and check it promptly to avoid mail theft I continue to be very disappointed in City of Seattle/Public Utilities, someone needs to go in there and clean up the administration/billing/financial departments Why is it acceptable, to take weeks to refund a customer who over paid? This is a significant amount of money
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:I still have not received the messages Seattle Public Utilities claims to have left Obviously, it's not that difficult to contact me If nothing else, they could have simply clicked "reply" on any of the messages I sent, instead of ignoring them The garbage containers are still being stored in the driveway, where I've seen them run into a couple times, and they've made it unnecessarily difficult for me to get out of my garage It has been over a month since I first contacted Seattle Public Utilities, and absolutely nothing has changed.Sincerely,*** ***
Dear [redacted],This letter is in response to a complaint forwarded to us by
the Revdex.com regarding your billing for the Seattle Public
Utilities account at [redacted] Thank you for taking the time to
contact us and for your feedback.On May 19, 2016, your recorded phone...
call was reviewed. You
contacted our main line to request we start service for you at [redacted] During that initial phone call, you spoke with a representative who
explained to you what services the bill would provide and you then confirmed
the information she gave you as accurate and desired.During that phone call, our representative went over the
solid waste options with you, including the can sizes and collection frequency,
of your garbage, yard waste, and recycling services. The representative went
over the size of the cans that you were billed and you confirmed that they were
at the property.In our investigation, it was documented that you did email
us about your bill in December and we advised you of all the charges on your
account. In our response, you were advised to check your meter for accuracy and
for any potential leaks that may have contributed to what you felt was higher
than normal water consumption.On April of 2017 you contacted us again disputing the bill
from May through July of 2016. We have confirmation that the solid waste
services were in use at the property and there is a history of water meter
readings that confirms water usage during that same period.The City of Seattle does have a dispute process that you are
welcome to follow. You can submit a written dispute regarding your bill to a
city-wide hearing officer. You can mail your written dispute to:Hearing Officer — Seattle Public UtilitiesP.O. Box 34027Seattle, WA 981244027The hearing officer will consider any evidence you can
provide that the services were not used, along with any history of contact from
you to us. However, based on our findings you were billed appropriately.Thank you for your concerns. It is our
desire to always provide excellent customer service and to address your needs.
As always, I apologize for any inconvenience you experienced.
[redacted] Please See Attached Documents [redacted]
September 29, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted]; ID # [redacted]Dear Ms. [redacted],Thank you for your correspondence regarding [redacted] recent compliant to your office regarding concerns about her Seattle Public...
Utilities (SPU) bills for “extra garbage pickups”. Our account representative reviewed the account history. He did not see the history of calls to SPU on the account; however, he put them on an extras dispute hot list anyway. They will be monitored for up to a year, with photos of extras required to be taken by the contractor, this should alleviate any future concerns.If you or the customer has any further questions regarding this issue, please contact our Account Manager, Sally H[redacted] directly at [redacted] or by email at [redacted]@seattle.gov. Sincerely,Sally H[redacted],Solid Waste Compliance Manager[redacted]Seattle Public Utilities P O Box [redacted]Seattle, WA 98124Email: [redacted]seattle.gov
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,
[redacted]
Complaint: [redacted]I am rejecting this response because:First off, containers were moved for 3 townhouses, not 4 condos. Second, the containers are not moved in and out of garages, they are placed in front of garages in a shared driveway, which was difficult enough to navigate without bins everywhere. So congratulations on moving containers off a sidewalk where nobody seemed to care for over 7 years, to a location where it makes it difficult to get out of a driveway, and the bins are run into by cars. And lastly, stating that 4 messages were left is a complete lie, and I would certainly invite Seattle Public Utilities to provide any proof they have done anything but ignore me up to this point. Sincerely,[redacted]
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,
[redacted]
Re: [redacted]; account number [redacted] Dear[redacted] Thank you for your correspondence regarding Ms. [redacted] recent compliant to your office regarding her experience with Seattle Public Utilities regarding issues with a high reading on her water meter. I attempted to contact her directly...
to ensure that I fully understand her concerns (two phone calls on September 10 and one on September 11). I left my contact number on her message machine to better facilitate a discussion. One of the issues mentioned in the complaint is that the customer was asked to contact our office between the hours of 8 am and 9 am to schedule an appointment with our inspectors. That is a process that is currently being redesigned so that we can better provide service to our customers. Our new process is planned to be initiated in October 2015 and should drastically reduce the need for customers to wait. A second issued mentioned in the complaint was whether there is an alert that indicates when a customer's water use doubles from the norm. Currently when the consumption on a customer account is double or more than usual, our billing system kicks out an exception to be handled manually. In this particular case, our billing system did not kick out an exception which we are looking into at this time. If you have any further questions regarding this issue, please contact me directly at [redacted]
Hello, Thank you for bringing this issue to our attention. We have contacted the customer and apologized for any miscommunication and we have issued them a refund. Thanks again for letting us get this situation resolved. Angel C[redacted]Executive AssistantSeattle Public...
Utilities700 5th Ave.Seattle, WA 98124206-684-0441
Thank you for the opportunity to respond to this customer complaint.
I spoke with Ms. [redacted] by phone on 9/28/16. I apologized for the poor customer service her husband, [redacted] received on 9/26/16 when he called to...
report the garbage collection that was missed on 9/20/16, while they were on vacation. I explained that per the Seattle Municipal Code, solid waste is charged at a flat, monthly rate based on the size of the container subscribed to, not on the number of times a container is collected; therefore, we are unable to credit for missed collections. I advised Ms. [redacted] that if she had additional garbage that could not be contained in her garbage container, she could place an extra bag out on her next collection day, 10/4/16 and as a customer courtesy, Seattle Public Utilities would waive the $10.60 fee normally charged for extra garbage collection.
Ms. [redacted] and I also discussed the placement of her garbage container in front of her home at the walkway. I advised Ms. [redacted] that I am reaching out to the Seattle Public Utilities’ solid waste inspector to address the number of missed collections and to confirm the collection point with the solid waste contractor.
I sent an email to Ms. [redacted] to summarize our phone conversation and to provide contact information should this issue persist.
Please feel free to contact me if we can assist further.
[redacted]
Seattle Public Utilities, Customer Response Division
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, [redacted]
We have contacted the customer , discussed the issue and have sent an inspector out to review the issue. The customer is aware of the inspection and we will be updating the customer with the results.
Please close this complaint
[redacted] Please See Attached Documents [redacted] September 29, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted] ; ID # [redacted] Dear Ms [redacted] ,Thank you for your correspondence regarding [redacted] recent compliant to your office regarding concerns about her Seattle Public Utilities (SPU) bills for “extra garbage pickups” Our account representative reviewed the account history He did not see the history of calls to SPU on the account; however, he put them on an extras dispute hot list anyway They will be monitored for up to a year, with photos of extras required to be taken by the contractor, this should alleviate any future concerns.If you or the customer has any further questions regarding this issue, please contact our Account Manager, Sally H [redacted] directly at [redacted] or by email at [redacted] @seattle.govSincerely,Sally H [redacted] ,Solid Waste Compliance Manager [redacted] Seattle Public Utilities P O Box ***Seattle, WA 98124Email: [redacted] seattle.gov
We have contacted the customer , discussed the issue and have sent an inspector out to review the issue The customer is aware of the inspection and we will be updating the customer with the results
[redacted] Revdex.com ID [redacted] Thank you for the opportunity to respond to this customer complaint I spoke with Ms [redacted] by phone on 9/28/I apologized for the poor customer service her husband, [redacted] received on 9/26/when he called to report the garbage collection that was missed on 9/20/16, while they were on vacationI explained that per the Seattle Municipal Code, solid waste is charged at a flat, monthly rate based on the size of the container subscribed to, not on the number of times a container is collected; therefore, we are unable to credit for missed collectionsI advised Ms [redacted] that if she had additional garbage that could not be contained in her garbage container, she could place an extra bag out on her next collection day, 10/4/and as a customer courtesy, Seattle Public Utilities would waive the $fee normally charged for extra garbage collection Ms [redacted] and I also discussed the placement of her garbage container in front of her home at the walkwayI advised Ms [redacted] that I am reaching out to the Seattle Public Utilities’ solid waste inspector to address the number of missed collections and to confirm the collection point with the solid waste contractor I sent an email to Ms [redacted] to summarize our phone conversation and to provide contact information should this issue persist Please feel free to contact me if we can assist further [redacted] Seattle Public Utilities, Customer Response Division
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, [redacted]
Hello, Thank you for bringing this issue to our attentionWe have contacted the customer and apologized for any miscommunication and we have issued them a refundThanks again for letting us get this situation resolvedAngel C [redacted] Executive AssistantSeattle Public Utilities5th Ave.Seattle, WA 98124206-684-
Complaint: ***
I am rejecting this response because: I received a call on Tuesday, in the morning stating my money was being refunded and would go in the mail that day As of Friday 12.15.17, the check has not arrived It typically takes 1-days to get mail from downtown Seattle to my home So should have arrived on ThursdayI have a locked mailbox and check it promptly to avoid mail theft I continue to be very disappointed in City of Seattle/Public Utilities, someone needs to go in there and clean up the administration/billing/financial departments Why is it acceptable, to take weeks to refund a customer who over paid? This is a significant amount of money
Sincerely,
*** ***
We have sent the check and it was received by the customer Thanks.Angel
Complaint: ***I am rejecting this response because:I still have not received the messages Seattle Public Utilities claims to have left Obviously, it's not that difficult to contact me If nothing else, they could have simply clicked "reply" on any of the messages I sent, instead of ignoring them The garbage containers are still being stored in the driveway, where I've seen them run into a couple times, and they've made it unnecessarily difficult for me to get out of my garage It has been over a month since I first contacted Seattle Public Utilities, and absolutely nothing has changed.Sincerely,*** ***
Dear [redacted],This letter is in response to a complaint forwarded to us by
the Revdex.com regarding your billing for the Seattle Public
Utilities account at [redacted] Thank you for taking the time to
contact us and for your feedback.On May 19, 2016, your recorded phone...
call was reviewed. You
contacted our main line to request we start service for you at [redacted] During that initial phone call, you spoke with a representative who
explained to you what services the bill would provide and you then confirmed
the information she gave you as accurate and desired.During that phone call, our representative went over the
solid waste options with you, including the can sizes and collection frequency,
of your garbage, yard waste, and recycling services. The representative went
over the size of the cans that you were billed and you confirmed that they were
at the property.In our investigation, it was documented that you did email
us about your bill in December and we advised you of all the charges on your
account. In our response, you were advised to check your meter for accuracy and
for any potential leaks that may have contributed to what you felt was higher
than normal water consumption.On April of 2017 you contacted us again disputing the bill
from May through July of 2016. We have confirmation that the solid waste
services were in use at the property and there is a history of water meter
readings that confirms water usage during that same period.The City of Seattle does have a dispute process that you are
welcome to follow. You can submit a written dispute regarding your bill to a
city-wide hearing officer. You can mail your written dispute to:Hearing Officer — Seattle Public UtilitiesP.O. Box 34027Seattle, WA 981244027The hearing officer will consider any evidence you can
provide that the services were not used, along with any history of contact from
you to us. However, based on our findings you were billed appropriately.Thank you for your concerns. It is our
desire to always provide excellent customer service and to address your needs.
As always, I apologize for any inconvenience you experienced.
[redacted] Please See Attached Documents [redacted]
September 29, 2015Revdex.comPO Box 1000DuPont, WA 98327Re: [redacted]; ID # [redacted]Dear Ms. [redacted],Thank you for your correspondence regarding [redacted] recent compliant to your office regarding concerns about her Seattle Public...
Utilities (SPU) bills for “extra garbage pickups”. Our account representative reviewed the account history. He did not see the history of calls to SPU on the account; however, he put them on an extras dispute hot list anyway. They will be monitored for up to a year, with photos of extras required to be taken by the contractor, this should alleviate any future concerns.If you or the customer has any further questions regarding this issue, please contact our Account Manager, Sally H[redacted] directly at [redacted] or by email at [redacted]@seattle.gov. Sincerely,Sally H[redacted],Solid Waste Compliance Manager[redacted]Seattle Public Utilities P O Box [redacted]Seattle, WA 98124Email: [redacted]seattle.gov
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,
[redacted]
Complaint: [redacted]I am rejecting this response because:First off, containers were moved for 3 townhouses, not 4 condos. Second, the containers are not moved in and out of garages, they are placed in front of garages in a shared driveway, which was difficult enough to navigate without bins everywhere. So congratulations on moving containers off a sidewalk where nobody seemed to care for over 7 years, to a location where it makes it difficult to get out of a driveway, and the bins are run into by cars. And lastly, stating that 4 messages were left is a complete lie, and I would certainly invite Seattle Public Utilities to provide any proof they have done anything but ignore me up to this point. Sincerely,[redacted]
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,
[redacted]
Re: [redacted]; account number [redacted] Dear[redacted] Thank you for your correspondence regarding Ms. [redacted] recent compliant to your office regarding her experience with Seattle Public Utilities regarding issues with a high reading on her water meter. I attempted to contact her directly...
to ensure that I fully understand her concerns (two phone calls on September 10 and one on September 11). I left my contact number on her message machine to better facilitate a discussion. One of the issues mentioned in the complaint is that the customer was asked to contact our office between the hours of 8 am and 9 am to schedule an appointment with our inspectors. That is a process that is currently being redesigned so that we can better provide service to our customers. Our new process is planned to be initiated in October 2015 and should drastically reduce the need for customers to wait. A second issued mentioned in the complaint was whether there is an alert that indicates when a customer's water use doubles from the norm. Currently when the consumption on a customer account is double or more than usual, our billing system kicks out an exception to be handled manually. In this particular case, our billing system did not kick out an exception which we are looking into at this time. If you have any further questions regarding this issue, please contact me directly at [redacted]
Hello, Thank you for bringing this issue to our attention. We have contacted the customer and apologized for any miscommunication and we have issued them a refund. Thanks again for letting us get this situation resolved. Angel C[redacted]Executive AssistantSeattle Public...
Utilities700 5th Ave.Seattle, WA 98124206-684-0441
[redacted]
Revdex.com ID [redacted]
Thank you for the opportunity to respond to this customer complaint.
I spoke with Ms. [redacted] by phone on 9/28/16. I apologized for the poor customer service her husband, [redacted] received on 9/26/16 when he called to...
report the garbage collection that was missed on 9/20/16, while they were on vacation. I explained that per the Seattle Municipal Code, solid waste is charged at a flat, monthly rate based on the size of the container subscribed to, not on the number of times a container is collected; therefore, we are unable to credit for missed collections. I advised Ms. [redacted] that if she had additional garbage that could not be contained in her garbage container, she could place an extra bag out on her next collection day, 10/4/16 and as a customer courtesy, Seattle Public Utilities would waive the $10.60 fee normally charged for extra garbage collection.
Ms. [redacted] and I also discussed the placement of her garbage container in front of her home at the walkway. I advised Ms. [redacted] that I am reaching out to the Seattle Public Utilities’ solid waste inspector to address the number of missed collections and to confirm the collection point with the solid waste contractor.
I sent an email to Ms. [redacted] to summarize our phone conversation and to provide contact information should this issue persist.
Please feel free to contact me if we can assist further.
[redacted]
Seattle Public Utilities, Customer Response Division
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, [redacted]
We have contacted the customer , discussed the issue and have sent an inspector out to review the issue. The customer is aware of the inspection and we will be updating the customer with the results.
Please close this complaint.