United Water Middletown

Thank you for the opportunity to respond to complaint #[redacted]. It is United Water's goal to always provide our customers with high-quality water, sewer maintenance and excellent service.The complainant reached out to United Water on September 17 with a concern regarding his sewer bill and a...

request for a payment plan. It is our practice to respond as quickly and efficiently to our clients as possible (within one business day is our standard practice). The complaint was assigned to a company representative who responded within five hours of first contact. In an electronic reply, the complainant was given information regarding the ordinance in place for the Borough of Middletown which sets forth the water and sewer rates. United Water strives for timely resolutions and offered information for a payment plan and an onsite visit to facilitate the customer's further understanding of meter readings. The customer also requested assistance with bill payment and an adjustment form was sent to the customer as an attachment that very day to begin the process. Several options and relief measures were discussed with the customer as per our policy. We discussed the sewer credit adjustment policy that is offered once per year as set forth by the Borough Ordinance, a payment arrangement plan and the availability to schedule an appointment with a technician who would explain meter readings to the customer.The onsite visit to the customer's home was completed on October 2, 2015. The Sewer Credit and Payment Arrangement policy and forms were supplied to the customer for completion. The completed payment arrangement form and the initial payment as discussed with the customer were due to United Water on October 16, 2015. To date, we have not received any further communication from the customer.United Water values our customers and creates strong, lasting partnerships in the communities we serve. We welcome the opportunity to speak with the customer again to assist in resolving the matter. We look forward to servicing all of the water and sewer needs of the Borough. We hope that we have responded to your inquiry in an efficient manner. Should you have additional questions, please contact us at your earliest convenience.