Jeannie Clark 3814 Lens Creek Road Hernshaw, WV Re: W-C (Jeannie Clark v. West Virginia-American Water Company)

Transcription

1 August 10,2011 Executive Secretary Public Service Commission Of West Virginia P.O. Box 812 Charleston, WV or Toll Free ext 384 Fax: Lens Creek Road Hernshaw, WV Re: W-C ( v. West Virginia-American Water Company) This letter references the response by West Virginia-American Water Company (WVAWC) included in a cepy of the letter I received dated August 8, The reply by WVAWC to Question # 2 in the letter "Why was the construction site not properly cleaned up after the repairs?" stated "the company's tools, equipment were stolen". I would like to comment, we saw water pipes and a fire hydrant left on the site but did not see toois. Why wouid expensive tools be left on an unfinished project site by WVAWC for several weeks? If tools were left behind on the site for several weeks, I would think this would be gross negligence on the part of WVAWC staff. I would like to inquire why the fire hydrant has not been re-installed. The hydrant was in place for several years prior to recent removal and was unaffected by the water pressure on the distribution line. We are now without adequate fire protection in this area and face an increase in the cost of homeowner's insurance rates. Shortly after I registered the original complaint against VJVAW for non replacement of the fire hydrant, my neighbor who resides immediately beside the project site, evidently experienced a water leak. A WVAWC employee made a site visit on 8/9/2011, re checked the meter reading (which she said was reportedly higher than previous readings), and advised the homeowner they apparently have a water leak which occurred within the last month or two. During the site visit she also replaced the pressure regulator on their current water meter. The homeowner then called WVAWC and asked for the water meter to be replaced to ensure accurate readings before having to expend money and effort digging up lines which may not even be leaking. WVAWC sent a technician out and the meter was replaced on 8/10/2011. Although the property owner has searched inside the home as well as outside their home, there is no definite evidence of a water leak. Please advise as to whether or not the alleged "water leak on this site could be a result of the work done on the water distribution line next to the property. Please advise also as to whether or not the property owner is responsible for the cost to dig up water lines to search for a leak which may not exist as well as payment of a large bill for the cost of water that may have leaked. Thank you for your time spent addressing this matter.

2 September 8,2011 Executive Secretary Public Service Commission Of West Virginia P.8. Box 812 Charleston, WU or Toll Free ext 384 Fax: Lens Creek Road Hernshaw, WV Re: W-C ( v. West Virginia-American Water Company) This letter is in follow up to the one submitted and dated 8/10/2011 regarding a recent water leak. Here is the correspondence: Shortly after I registered the original complaint against WVAWC for non replacement of the fire hydrant, my neighbor who resides immediately beside the project site, evidently experienced a water leak. A WVP.WC employee made a site visit on 8/9/2011, re checked the meter reading (which she said was reportedly higher than previous readings), and advised the homeowner they apparently have a water leak which occurred within the last month or two. During the site visit she also replaced the pressure regulator on their current water meter. The homeowner then called livvawc and asked for the water meter to be replaced to ensure accurate readings before having to expend money and effort digging up lines which may not even be leaking. WVAWC sent a technician out and the meter was replaced on 8/10/2011. Although the property owner has searched inside the home as well as outside their home, there is no definite evidence of a water leak. Piease advise as to whether or not the alleged water leak on this site couid be a resuit of the work done on the water distribution line next to the property. Please advise also as to whether or not the property owner is responsible for the cost to dig up water lines to search for a leak which may not exist as well as payment of a large bill for the cost of water that may have leaked. To date I have not received a response to the above request. Since this letter was sent, my neighbor who is my son, received his monthly invoice from WV American Water Company, due date 8/15/2011, and the amount due was listed as $400.27!!! (see copy of invoice enclosed) Yesterday I submitted the following information to your online complaint site: Shortly after filing this complaint, my son, Donald Patrick Clark, who lives beside the area of the complaint, received a telephone call from the company notifying him that they suspected he had a water leak on his side of the water line. A WVAWC employee came out, checked the meter, replaced it and the pressure reguiator and advised him to dig up and replace the lines, which he did. Upon inspection, there was no evidence of leaks inside the home or anywhere in the water lines. All areas around the lines that were dug up and replaced were completely dry. My son called WVAWC to notify them that he did not find any leaks and they said they would adjust his bill if it was high since he has never had a delinquent account in the past. Today, he noticed his bank account was automatically deducted the amount of more than $400 from WVAC, which caused his checking account to be overdrawn i 1

3 The employee he talked with at WVAWC today regarding the amount that was deducted from his bank account stated his account was scheduled to be adjusted 9/17/2011. However, they said an employee must have forgotten to stop the automatic deduction. I am very concerned that this is retaliation for the report I made to your agency and would like this information added to the investigation. My son was not the one who made the complaint, actually, he witnessed the men taking the WVAWC equipment at the time of the incident and reported it to the company. Yet he was required to spend thousands of dollars to rent equipment, replace water lines, and now has had more than $400 taken out of his checking account for a huge water bill which obviously was not correct. This is causing my son undue stress which he does not need at this time plus it has caused him to have to take time off from work to try to resolve the problems. Not to mention the mess that he now has in his yard. I will be submitting a hard copy of the invoice for this account to be included with the files on the ongoing investigation. Could you please help us and!et us know what we can do to stop this retaliation? Thank you very much for being an advocate for us. Yesterday (9/7/2011), my son received a call from WVAWC asking for someone to be at home today s3 they could make a site visit to inspect water lines inside his home and also look at the meter outside. My husband was home and accompanied the employee who did not enter my son s home, but only looked at the water meter. What was the reason for the visit by the WVAWC staff. It is my understanding it is against WVAWC protocol for staff to enter a customer s home. What can be done to resolve this issue and prevent further retaliation? Thank you for your help. Enc!osures Re: W-C ( v. West Virginia-American Water Company) 2

4 i West Virginia American Water PO Box Pittsburgh PA For Service To: Star Rt Box492A ~1l1ll11~1,ll1l1l1lllll~ll~~~l~~lll~lll~,llll~lllll~lll~~llllllll AT / NCD70C DONALD CLARK 3788 LENS CREEK RD HERNSHAW, WV WEST VIRGINIA AMERICAN WATEF PO BOX PITTSBURGH PA '11'111'11'11~~~~11~'~111~1~1~~~~1~111~1111~~'1111~ l'l~1l~ 0 Please confribute to Dollar Energy - add $ Customer Account Information Billing Summary For Service To: Account Number: Premise Number: Star Rt Box492A Billing Period & Meter Information Billing Date: Aug 15, Billing Period: Jul 05 to Aug 10 (36 days) ' g onlabout: Sep 02,201 1 Residential Meter readings in current billing period: Meter Number TO IS a 518-inch meter. Present-actual Last-actual Gallons used J Prior Balance Balance from last bill Payments as of Aug 15, Thanks! Total prior balance, Aug 15, Current Water Charges Current Water Charges TOTAL AMOUNT DUE Do not send payment. Total Amount Du from your bank account on Sep 05,201' $ $ vill be deducted...., Water Usage Comparison G 7 F.Id 3cp 231 3; Messages to you from West Virginia American Water * Project Doliar Energy is designed to assist those customers experiencing difficult circumstances In paying their water bills You can help by adding one dollar ($1 00)

5 to your paymenr. *This Utility is Regulated by the Public Service Commission of WV * US at * Customers may use their credit card, debit card or pay by electrunic check only by calling toll free: Customers may also pay on-line at www. water.paymybill,com. A service fee payable to a third party will ap ly. * You are enrolled in the Electronic Funds P ransfer Payms!Jt Plan. On Sep 05, 201 1, $400.27, will be deducted from your checking or savings account as payment for this bill (24 Hours) (24 Hours) Visit us online at: 0~423/ NCD70C TAT03 AIM 8124