From: Guerrero, Debra – PWE [mailto:[email protected]]
Sent: Tuesday, February 28, 2012 4:00 PM
To: ‘anna
Cc: Papajohn, Joanne – PWE
Subject: Water/Wastewater Account 1938-9920-1233 Case 101000552928
Re: Water/Wastewater
Account Number 1938-9920-1233
Dear Ms. Anna:
The Mayor’s Office forwarded your concerns regarding the above referenced water/wastewater account. Thank you for taking the time to make us aware of these concerns, and allowing us the opportunity to address them.
A Field Services Technician inspected the meter servicing your property on February 21, 2012. The reading on it was 868, which was in-line with the previous reading of 867 obtained on February 14, 2012. The meter was inspected for a leak, a constant flow of water registering on it or any other visible reasons for high water usage, however nothing was located. The meter was then replaced and brought to the Meter Shop to be bench tested for accuracy. This test was performed at three different water flow levels. It was found to be registering at 98.87%, 100.95% and 99.70% accuracy at a low, medium and high water flow levels respectively. Although it was slightly under-registering, the accuracy level did meet the American Water Works Association guidelines for meter accuracy.
City records were also reviewed to determine if any work performed at or near your meter could have caused the high usage you experienced, but once again, nothing was located. City Ordinance dictates that we charge for all water that passes through the meter, as well as all adjustments allowed on accounts. If a leak was repaired at your property, you may request for the account to be reviewed for a Leak Adjustment, by completing and submitting the attached Leak Adjustment Request form with a copy of the receipt for the repair. Other than this, no other adjustments are available for the account.
The current balance on the account is $630.19. We realize an unexpected high bill such as this can be a financial burden. In order to assist, we do offer our customers the option of establishing a short-term interest free payment agreement. Such an agreement will prevent late fees from being applied to the account, or service interruptions from occurring, as long as the agreed upon payments are received by the due date each month. As your account is currently set for automatic bank drafts, the presence of a payment agreement will stop these drafts, requiring you to manually pay on it monthly.
Ms. Anna, once again, thank you for making us aware of the details of your concerns, and allowing us to address them. If you should have any questions, or if you would like to establish a payment agreement on the account, please contact JoAnne Papajohn, of my staff, at 713-371-1380 or by e-mail at [email protected]. Your account will remain in a quality hold until March 14, 2012 in order to allow you to determine how you would like to proceed. Once again, the presence of the hold on your account stops all automatic bank drafts from occurring.
Sincerely,
Debra A. Guerrero
Customer Service Section Chief
Quality Account Reviews
Utility Customer Service
DAG: jp
Case 101000552928
