Dear [redacted] ***, Here is the resolution from the IPUC complaint that Mr [redacted] filed on 4/3/ According to your correspondence, he contacted your organization on 4/4/ I would have had a more timely response if we had been given more time to investigate the situation Unfortunately, troubleshooting a situation like his takes longer than overnight to resolve Mr [redacted] contacted us on 3/21/and said his bill was incorrect We verified his current meter reading and performed a leak check on 3/22/that showed his reading was correct and that there was indication of leakageWe verified the information from the field check with the AMI SoftwareWe found he had had a continuous flow of water through his meter since 12/10/He told us that he would pay the bill and check for leaks on his property He contacted us again and expressed he didn’t feel that he had a leak at his propertyHe wanted his meter tested because he didn’t trust our information Mr [redacted] filed a IPUC complaint on 4/3/regarding his bill being highOn 4/4/17, we checked his meter again The meter reading was correct and there was no indication of leakage when we were at the property After the Customer Service Supervisor spoke with him on 4/4/17, he told her that he had dismantled the AMI equipment from the meterShe let him know that the meter and metering equipment is our property and that he is not allowed in our meter boxBy tampering with the equipment, we couldn’t tell what had been done We reviewed his usage history and noticed it was higher than his typical usage Mr [redacted] wanted a credit for the full overage amount We reminded him that he has had continuous water flowing through his meter from 12/10/to 3/22/at p.m He wasn’t happy with our responseHe then started researching articles on the internet about metering equipment (Iperl) that was failing in the field We let the IPUC know that Mr [redacted] didn’t have that brand/type of equipment at his propertyIn fact, none of our residential customers have this type of metering equipment We then offered to test his meter and replace with a brand new one He then wanted to submerge the meter under water to prove it was faulty equipmentWe let him know to leave the meter as it was (under water in the meter box) and we would change out his meter On 4/15/17, our weekend field person met the customer at his property at a.m On 4/17/17, the PUC requested graphs of Mr [redacted] ’s usage over the weekend which we gladly supplied On 4/21/17, the IPUC responded back to us and said the customer was satisfied that the metering equipment was functioning as it shouldHe said that rather than be present for the meter test and continue dragging the whole issue on, he wanted to know if SUEZ was willing to compromise with him and split the difference on what he originally requestedHe originally wanted $We agreed to credit him $ On a positive note, Mr [redacted] was appreciative of our efforts at the local officeHe was happy that we replaced his meter and feels that the chance of a reoccurrence was pretty slimHe said the technician that came out to the property was very professional and on time The IPUC complaint was then closed on 4/21/ It’s always difficult to prove how water was used at a property when a customer receives a bill after days of use Once the water flows through the meter, we don’t have a way to monitor how it was used or where it wentWhat we can do is verify the readings received and test the equipment for accuracyI feel his original metering equipment reported the proper amount of usage When we tested his original meter it tested at 100% average efficiency I hope this answers any questions you may have about Mr [redacted] ’s complaint with the Revdex.com Feel free to contact me if you have any further questions Linda M [redacted] SUEZ Water Idaho Customer Service Manager
Dear [redacted] ***, Here is the resolution from the IPUC complaint that Mr [redacted] filed on 4/3/ According to your correspondence, he contacted your organization on 4/4/ I would have had a more timely response if we had been given more time to investigate the situation Unfortunately, troubleshooting a situation like his takes longer than overnight to resolve Mr [redacted] contacted us on 3/21/and said his bill was incorrect We verified his current meter reading and performed a leak check on 3/22/that showed his reading was correct and that there was indication of leakageWe verified the information from the field check with the AMI SoftwareWe found he had had a continuous flow of water through his meter since 12/10/He told us that he would pay the bill and check for leaks on his property He contacted us again and expressed he didn’t feel that he had a leak at his propertyHe wanted his meter tested because he didn’t trust our information Mr [redacted] filed a IPUC complaint on 4/3/regarding his bill being highOn 4/4/17, we checked his meter again The meter reading was correct and there was no indication of leakage when we were at the property After the Customer Service Supervisor spoke with him on 4/4/17, he told her that he had dismantled the AMI equipment from the meterShe let him know that the meter and metering equipment is our property and that he is not allowed in our meter boxBy tampering with the equipment, we couldn’t tell what had been done We reviewed his usage history and noticed it was higher than his typical usage Mr [redacted] wanted a credit for the full overage amount We reminded him that he has had continuous water flowing through his meter from 12/10/to 3/22/at p.m He wasn’t happy with our responseHe then started researching articles on the internet about metering equipment (Iperl) that was failing in the field We let the IPUC know that Mr [redacted] didn’t have that brand/type of equipment at his propertyIn fact, none of our residential customers have this type of metering equipment We then offered to test his meter and replace with a brand new one He then wanted to submerge the meter under water to prove it was faulty equipmentWe let him know to leave the meter as it was (under water in the meter box) and we would change out his meter On 4/15/17, our weekend field person met the customer at his property at a.m On 4/17/17, the PUC requested graphs of Mr [redacted] ’s usage over the weekend which we gladly supplied On 4/21/17, the IPUC responded back to us and said the customer was satisfied that the metering equipment was functioning as it shouldHe said that rather than be present for the meter test and continue dragging the whole issue on, he wanted to know if SUEZ was willing to compromise with him and split the difference on what he originally requestedHe originally wanted $We agreed to credit him $ On a positive note, Mr [redacted] was appreciative of our efforts at the local officeHe was happy that we replaced his meter and feels that the chance of a reoccurrence was pretty slimHe said the technician that came out to the property was very professional and on time The IPUC complaint was then closed on 4/21/ It’s always difficult to prove how water was used at a property when a customer receives a bill after days of use Once the water flows through the meter, we don’t have a way to monitor how it was used or where it wentWhat we can do is verify the readings received and test the equipment for accuracyI feel his original metering equipment reported the proper amount of usage When we tested his original meter it tested at 100% average efficiency I hope this answers any questions you may have about Mr [redacted] ’s complaint with the Revdex.com Feel free to contact me if you have any further questions Linda M [redacted] SUEZ Water Idaho Customer Service Manager