Service Authority

February 12, 2015Dear [redacted] : We are in receipt of your January 30, letter regarding the above customer complaint and will respond accordingly.The Service Authority quickly responds to customer concerns regarding their billingThe Service Authority has a responsibility to ensure the accuracy of the meter reading but does not monitor each customer's usage on a basis more frequent than monthly readingWhen customers question the accuracy of their bill, technicians are sent to validate the accuracy of the meter reading and at the same time, the meter is checked for leaks and clocking (water passing through the meter at the time of our visit)In the event the meter is found to be clocking, attempts are made to assist the customer with locating the source (internal or external)If the meter reading is accurate and the meter was not clocking during the time of our visit, there may still be a plumbing problem or no explanation for the increased consumption.Potential reasons for increased use include but are not limited to:• Leaking/running toilets – water typically runs unnoticed down the toilet drain• Leaking internal or external faucets• Leaking internal (plumbing lines within the home) or external (underground) water lines• Leaking water heaters, ice makers, water softener systems, etc.• Leaking in-ground sprinkler systems or swimming pools• Buihumidifiers can increase monthly use by as much as 4,gallons• Additional people in the home during the service period such as a new addition to the family, visitors during holidays or returning college students home on breaks or for the summerThe customer contacted the Service Authority via phone on December 22, regarding his December 16, bill in the amount of $for water and sewer service provided to his residence from November through December 15, A total of 10,gallon registered on the meter during the service periodThe average monthly residential bill is 6,gallons and the customer averages 4,gallons per monthDuring the call, the customer was not receptive to suggestions on checking his property for the possibility of leaks or plumbing problems stating that he did not have any leaks at his property, the water is shut off, the shower doesn't run, and the toilets don't run as he put them in himselfHe mentioned that his profession is a sprinkler/pipe fitter several times throughout the conversation and said there was no way they could use 10,gallons of waterThe Customer Service Representative (CSR) explained that the meter is read electronically by radio and informed him that she was scheduling a visit to his property for the meter to be rereadThe customer informed the CSR that he planned to pay what he paid the previous month regardless of the meter readings takenThe meter was reread on December 23, The Field Service Technician noted that there was no evidence of leaking during the time of his visitA total of gallons had registered in eight days since the last meter reading taken on December 15, which validates the meter reading taken for the December 16, billA tag was hung on the customer's door indicating the visit and included the new meter reading and that there was no leaking detected at the time of the visitThe Service Authority bills monthly and bills are based upon past usageBills are considered past due days from the date of the billLate Payment Charges of 10% are assessed in accordance with VA Code Section 15.2-if the payment is not received by the due date.The Service Authority typically engages in an ongoing dialogue with customers who question their billing until a resolution is achievedIt is customary for customers to follwith our Customer Service Department following a visit to the property by a Field Service Technician to discuss the resultsThe customer did not contact Customer Service to discuss the results of the December 23, visit to his property and full payment for the bill in question was received on January 12, Meters normally under register usage as they age or they stop registering altogether, so a problem with the meter is very rarely the cause for an increase in consumptionIf the customer believes there is a problem with the meter, the customer may request a meter testThis test is conducted with test equipment located at the Service Authority and may be witnessed by the customer and is encouraged to do soAccording to the American Water Works Association, a meter is considered to be accurate if it measures between 98.5% - 101.5% at three different flow ratesThe Authority encourages customers to investigate all possible options first as there is a charge for the meter test and, as stated previously, meters typically under register (under charge) as they get olderIf the water meter is found to be over registering, the meter will be replaced and the customer's account adjustedAs a courtesy, the Service Authority offers a billing adjustment for unusually high water consumption due to leaks that have been repaired in a timely manner once identifiedRequests for adjustment must be made to the Customer Service Department within days of the repairCustomers are required to complete a Request for Courtesy Billing Adjustment Form which includes a description of the leak, proof of repair, and other required informationRequests related to leaks found in the home are limited to once in a five year period per customer per locationRequests related to external leaks, such as a leak in the service line to a home or irrigation system, are limited to one per location for as long as ownership of the location has not changedThe billing period eligible for adjustment is limited to no more than three monthsAdjustments related to internal leaks are typically calculated by crediting 50% of the water and sewer consumption charges in excess of your useAdjustments related to external leaks are typically calculated by crediting 50% of the water consumption charges in excess of your use plus 100% of the sewer consumption charges in excess of your useWhile the customer has indicated that there are no plumbing problems at his residence to cause the increased consumption, I have latitude to grant a courtesy billing adjustment due to an unknown situation which falls into the category of internal leaksIf he is interested in pursuing this option, he would need to complete a Request for Billing Adjustment Form and return it to Customer Service.In the meantime, we attempted to reach out to the customer via phone on February 5th at the phone number we have on record for his account to discuss his account and the aforementioned itemsThere was no answer and a message was left for him to contact me at my direct dial ###-###-#### regarding his accountThe customer returned my call on February 6th while I was out of the officeWe spoke with the customer by phone on February 9, at which time we discussed his account, living habits and have a tentative meter test scheduled for the week of February that he plans to witnessThe customer requested that we call him during the day on Thursday, February to confirm the test dateThe Service Authority will be waiving the customary $Meter Test Fee to perform the serviceIn closing, the Service Authority is committed to providing exceptional customer service to each and every customer fairly and equitably at all timesThe Service Authority assists customers on a regular basis with questions regarding their billingThis customer's account is no exceptionThe Service Authority is happy to assist him at any time and encourage him to reach out to the Service Authority's Customer Service Department or me for assistance as neededWe are very sorry for the customer's frustrationShould you have any questions or wish to discuss this matter further, please feel free to contact meSincerely, Karen W

March 13, Dear *** ***:
We are in receipt of your March 3, letter regarding the above customer complaint and will respond accordinglySubsequent conversations with the customer have occurred since our February 12, communication to youIn efforts to assist the customer and to determine the accuracy of the meter that provides service to the customer's residence, a meter test was conducted with test equipment located at the Service Authority on February 17, The customer declined being present for the testTests were conducted at three different flow rates (1/gallon per minute, gallons per minute and gallons per minute.) The meter tested accurately within the American Water Works Association standards measuring between 98.5% - 101.5% on all three testsThe meter was reinstalled at the customer's property following the testThe customary $Meter Test Fee was waivedAs explained to the customer, the meter is read electronically by radio each month which does not require human interventionThe meter readings have been validated by additional Service Authority visits to the propertyAs conveyed to the customer, the Service Authority cannot tell him how the water was used and understands his concernsThe customer is eligible to submit a request for a courtesy billing adjustment due to an unknown situation that can be provided once every five years by submitting a Courtesy Billing Adjustment Form which has been provided to him if he wishes to pursue assistance with his December billThe adjustment would be approximately $The Service Authority is happy to assist the customer at any time and encourage him to reach out to the Service Authority's Customer Service Department or me for assistance as needed.We are very sorry for the customer's frustrationShould you have any questions or wish to discuss this matter further, please feel free to contact meSincerely,
Karen W
Customer and Field Services Manager

February 12, 2015Dear [redacted]:
We are in receipt of your January 30, 2015 letter regarding the above customer complaint and will respond accordingly.The Service Authority quickly responds to customer concerns regarding their billing. The Service Authority has a...

responsibility to ensure the accuracy of the meter reading but does not monitor each customer's usage on a basis more frequent than monthly reading. When customers question the accuracy of their bill, technicians are sent to validate the accuracy of the meter reading and at the same time, the meter is checked for leaks and clocking (water passing through the meter at the time of our visit). In the event the meter is found to be clocking, attempts are made to assist the customer with locating the source (internal or external). If the meter reading is accurate and the meter was not clocking during the time of our visit, there may still be a plumbing problem or no explanation for the increased consumption.Potential reasons for increased use include but are not limited to:• Leaking/running toilets – water typically runs unnoticed down the toilet drain• Leaking internal or external faucets• Leaking internal (plumbing lines within the home) or external (underground) water lines• Leaking water heaters, ice makers, water softener systems, etc.• Leaking in-ground sprinkler systems or swimming pools• Built-in humidifiers can increase monthly use by as much as 4,000 gallons• Additional people in the home during the service period such as a new addition to the family, visitors during holidays or returning college students home on breaks or for the summerThe customer contacted the Service Authority via phone on December 22, 2014 regarding his December 16, 2014 bill in the amount of $110.75 for water and sewer service provided to his residence from November 17 through December 15, 2014. A total of 10,370 gallon registered on the meter during the service period. The average monthly residential bill is 6,000 gallons and the customer averages 4,000 gallons per month.
During the call, the customer was not receptive to suggestions on checking his property for the possibility of leaks or plumbing problems stating that he did not have any leaks at his property, the water is shut off, the shower doesn't run, and the toilets don't run as he put them in himself. He mentioned that his profession is a sprinkler/pipe fitter several times throughout the conversation and said there was no way they could use 10,000 gallons of water.
The Customer Service Representative (CSR) explained that the meter is read electronically by radio and informed him that she was scheduling a visit to his property for the meter to be reread. The customer informed the CSR that he planned to pay what he paid the previous month regardless of the meter readings taken.
The meter was reread on December 23, 2014. The Field Service Technician noted that there was no evidence of leaking during the time of his visit. A total of 940 gallons had registered in eight days since the last meter reading taken on December 15, 2014 which validates the meter reading taken for the December 16, 2014 bill. A tag was hung on the customer's door indicating the visit and included the new meter reading and that there was no leaking detected at the time of the visit.
The Service Authority bills monthly and bills are based upon past usage. Bills are considered past due 25 days from the date of the bill. Late Payment Charges of 10% are assessed in accordance with VA Code Section 15.2-5136 if the payment is not received by the due date.The Service Authority typically engages in an ongoing dialogue with customers who question their billing until a resolution is achieved. It is customary for customers to follow-up with our Customer Service Department following a visit to the property by a Field Service Technician to discuss the results. The customer did not contact Customer Service to discuss the results of the December 23, 2014 visit to his property and full payment for the bill in question was received on January 12, 2015.
Meters normally under register usage as they age or they stop registering altogether, so a problem with the meter is very rarely the cause for an increase in consumption. If the customer believes there is a problem with the meter, the customer may request a meter test. This test is conducted with test equipment located at the Service Authority and may be witnessed by the customer and is encouraged to do so. According to the American Water Works Association, a meter is considered to be accurate if it measures between 98.5% - 101.5% at three different flow rates. The Authority encourages customers to investigate all possible options first as there is a charge for the meter test and, as stated previously, meters typically under register (under charge) as they get older. If the water meter is found to be over registering, the meter will be replaced and the customer's account adjusted.
As a courtesy, the Service Authority offers a billing adjustment for unusually high water consumption due to leaks that have been repaired in a timely manner once identified. Requests for adjustment must be made to the Customer Service Department within 90 days of the repair. Customers are required to complete a Request for Courtesy Billing Adjustment Form which  includes a description of the leak, proof of repair, and other required information.
Requests related to leaks found in the home are limited to once in a five year period per customer per location. Requests related to external leaks, such as a leak in the service line to a home or irrigation system, are limited to one per location for as long as ownership of the location has not changed. The billing period eligible for adjustment is limited to no more than three months. Adjustments related to internal leaks are typically calculated by crediting 50% of the water and sewer consumption charges in excess of your normal use. Adjustments related to external leaks are typically calculated by crediting 50% of the water consumption charges in excess of your normal use plus 100% of the sewer consumption charges in excess of your normal use.
While the customer has indicated that there are no plumbing problems at his residence to cause the increased consumption, I have latitude to grant a courtesy billing adjustment due to an unknown situation which falls into the category of internal leaks. If he is interested in pursuing this option, he would need to complete a Request for Billing Adjustment Form and return it to Customer Service.In the meantime, we attempted to reach out to the customer via phone on February 5th at the phone number we have on record for his account to discuss his account and the aforementioned items. There was no answer and a message was left for him to contact me at my direct dial ###-###-#### regarding his account.
The customer returned my call on February 6th while I was out of the office. We spoke with the customer by phone on February 9, 2015 at which time we discussed his account, living habits and have a tentative meter test scheduled for the week of February 16 that he plans to witness. The customer requested that we call him during the day on Thursday, February 12 to confirm the test date. The Service Authority will be waiving the customary $50 Meter Test Fee to perform the service.
In closing, the Service Authority is committed to providing exceptional customer service to each and every customer fairly and equitably at all times. The Service Authority assists customers on a regular basis with questions regarding their billing. This customer's account is no exception. The Service Authority is happy to assist him at any time and encourage him to reach out to the Service Authority's Customer Service Department or me for assistance as needed. We are very sorry for the customer's frustration.
Should you have any questions or wish to discuss this matter further, please feel free to contact me.
Sincerely,
Karen W

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have had a certified plumber inspect the house, there know sign of any leaks. The meter test "passed" , to myself this does not add up. Why would there be a 5000 gallons increases of water consumption if there is know sign of any leaks and know change in water usage? Could it be a human era on the part of SA?
Regards,
[redacted]