ComplaintsforLehigh County Authority

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  woke up this morning to my water being shut off I spoke with somebody last week I don't have proof of the phone call the only thing I have is talking to a friend of mine stating that I needed the $111 or my water would be shut off that's the only proof I have of any kind of communication about this bill. They did tell me that $111 payment would be fine I'm not sure of the females name for some reason ***** is sticking out to me. I have two children a dog in the house I am pending for disability I have a doctor's appointment  March 7th at 1:00 p.m. at the *** group I did get covid last year which I think affected me to get have edema and I strictly rely on water that keeps swelling from happening and right now I don't have anything here to drink I don't have a doctor's examination yet for this cause cuz my appointment is not until March.. the hot water heateraffects the main heat of house through the furnace I'm not sure how the whole heating system works but I know they're both connected for the heating purpose. I haven't received a bill for the water company since summer time and this was the only notice I received in the mail here also says that they're supposed to contact you 3 days prior to the shut off and leave a 48 hour notice on your door which I never received but I didn't think I would need to since I spoke with somebody over at the what are Authority last week it was on January 28th I have an application for a housing payment Grant at PA HAF but I never put the utility on the screen because I thought that I didn't need it since I was able to make payments. lady I spoke with this am says she has no idea who I spoke with they would never agree and that I would need 4,900 to get wate on,I don't have income due to my pending disability.I *************  Social agency fir help this am. the winter provision and the shut off notice didn't get alsogoing to send you the text message 2 my friend

  Business response

  02/13/2023

  Dear ************** / Better Business Bureau,  
  
  Thank you for providing information about customer complaint ID ******** regarding a Lehigh County Authority (LCA)customer with a large past-due balance and water service termination. It should be noted that LCA does not fall under the regulation of the Pennsylvania Public Utility Commission. We are a public nonprofit municipal water and wastewater authority. Our Customer Care Department carefully follows PA regulatory requirements for customer notification related to water shutoff for non-payment. It should also be noted that the customer is a deeded owner of the property and is not a tenant.
  
  LCA Customer Care Representatives and the Manager of the Customer Care Department spoke with and emailed the customer involved in this matter multiple times to discuss the past due balance, informing her of impending water shutoff and provided options for payment. The account has a rather large unpaid balance. The customer was informed about the possibility of a Payment Plan and eligibility requirements. Per LCA rules, to enter into such an agreement, a good faith payment in the amount of $1,000 is required, then monthly payments of $274.83 for a period of twelve (12) months. When a customer agrees to such a payment plan, they also agree to on-time payment of the regular quarterly bills in addition to monthly payment plan payments. 
  
  LCA informed the customer that water service can be restored if she provides a Medical Certification signed by a medical doctor indicating a medical need for a constant flow of water. To date no such medical certification has been received. 
  
  LCA provided the customer with backing to assist in her application for hardship support and resources for her to explore and apply. To date LCA has received no payment.  

  Customer response

  02/13/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Unfortunately at this time I am pending disability which I could provide that information from the lawyer but I don't have enough room to send any more files to you but I have that information if you need it
  II do at 1:00 p.m. at the *** group for disability doctor who will diagnose me further once I see him there I've already been diagnosed with mental illness but I don't know if that is sufficient enough to keep the water turned on but I know the edema would. I actually believe I am sick now again with covid from all this and that's doing too well at the moment yes I am on the deed of the home but I am not on the mortgage I do not have the responsibility financially to this house and every program and everywhere I go to try to get some kind of relief or help from covid or for utility bills or for some kind of plan I am completely denied because I am not on the mortgage but now I'm being denied of a utility because I'm on the deed so I'm like the monkey in the middle stuck I can't get help no matter which way I go so now I'm at lost I try to keep all my documents and the only thing I do not have is the conversation with the lady I spoke with the week prior of her not shutting off the utility on me for a $111 but I did show a text message with the posted me communicating with a friend that I needed that $111 so they wouldn't shut the water off.. I am struggling really bad at the moment and I explained that to the lady over the telephone that I am not doing well mentally or physically if she had absolutely no remorse I have been living here since 2011 and we've had issues ever since covid trying to keep the water turned on and I have sent documents showing that I am yes I am considered a tenant here because I cannot I don't have any legal rights to the mortgage company Company so I would pay my brother the money and then he would take care of the payments. As much as I would love to agree to the generous agreement she offered but unfortunately I'm not able to keep that agreement because I do not have the financial means to until my disability comes through and even when that happens I'm sure I won't be making enough a month to be able to afford almost $300 a meds for water I was told when covid started that just pay as much as you can when you can and we will not shut your water off no matter what and that's where I thought I was at and that's what I mean I had a $500 payment and $150 payment and then that's when I called to make the $111 but apparently they're upset cuz they believe I lied to them by saying that I'm not a homeowner when technically I'm not a homeowner I don't own this home it's not my home to own my brother is on the mortgage and we're going under foreclosure the bank owns the home I have nothing to do with the bank or the mortgage I'm just on the deed and there's nothing I can do with that I'm just I'm just dangling here by the threads or I'm truly trying not to screw anyone over I'm just really struggling covid really screwed me over
  

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill that was almost double of what I usually pay. I paid what I could afford at that time which was more then half of the bill. I received another notice but do to my surgery and lack of work I couldn't pay it. This company hasn't contact me beside mail. No email, no phone call, and nobody came and knocked on my door. But they can come and shut off my water and come to my door to put a note on Dec.1 2021. I rely on water for heat. Now the last bit of money I had is gone because I had to pay the full amount to get my service back. Plus they want to charge 100 fee because of the shut off. Now I have no water and no heat. Until they feel like coming back to turn it on. This is not right !!

  Business response

  01/06/2022

  January 4, 2022 
  
  Dear ******* *****, 
  I am writing in response to your December 13, 2021 letter referencing Complaint ID ********. I hope  this response will provide clarification of the situation described in the complaint. Should you need any  additional information, I encourage you to contact me. 
  Here is a timeline of events related to the customer situation described in the complaint: 
  
  September 15, 2021  LCA Water & Sewer Bill Issued
  October 10, 2021  Bill Due Date (no payment received)
  October 18, 2021  LCA “Past Due Notice” Issued
  October 25, 2021  Partial Payment Received 
  November 2, 2021  “Past Due Notice” Due Date
  November 3, 2021  LCA “Warning Letter” Issued For November 2021 Water Shutoff Dates
  November 19, 2021  Automated Phone Call Issued With Notice of Water Shutoff
  December 1, 2021  LCA Water Shutoff
  
  Based on the customer’s billing history, the September 15, 2021 bill was not much higher than any other  bills that have generated in the past for this customer. The billing cycle for the September 15, 2021, was  for the period of June 3, 2021 through September 7, 2021, the usage as billed based on an Actual (A)  water meter reading. Below is the billing history. 
  12/15/2021 2325316 Charge $262.81 
  9/15/2021 2265922 Charge $214.26 
  6/15/2021 2206543 Charge $184.04 

  The customer made a partial payment towards the bill on October 25, 2021, which left a remaining  balance and the account still subject to service termination for nonpayment. The customer’s water service  was terminated on December 1, 2021. On the same day water service was terminated, December 1, 2021,  a payment was received, and the water service was restored to the property as quickly as possible. LCA’s  Water Rules and Regulations for Water Service (available online at www.lehighcountyauthority.org)  specify “After service has been terminated for non-payment, a Restoration Charge, along with all  outstanding service charges, late payment charges, Site Visit Charges and penalties shall be paid before  service will be reinstated”. In an effort to help the customer, LCA made an exception to our normal  policy, permitting the customer to have the $100 restoration fee added into the next bill that generated on  12/15/21. 
  

  In this situation, LCA made an exception to our Rules and Regulations and accommodated the customer’s request to allow the $100 restoration fee to be added to their next bill, in a good faith effort to help this  customer. LCA does work with customers individually on payment plans. Such a plan requires a written,  signed agreement, and customer must keep up with the agreement, or forfeit the payment plan. We are  willing to discuss a payment plan with this customer if desired.  

  LCA certainly regrets that the customer feels that their bill is excessive, however, it is the responsibility  of the property owner to check their property for any potential leaks that may be contributing to higher  water usage. If they are unable to find any leaks, it is recommended that they hire a master plumber to  check their plumbing. A troubleshooting guide is available on our website at  www.lehighcountyauthority.org . 

  If you have any questions about the information in this letter, please do not hesitate to contact me. If there  is anything LCA can do that falls within our Rules and Regulations for service that may be useful to the  customer in resolving this situation, please let me know. 
  

  Sincerely,  
  Wendy S***** 
  Customer Care Manager

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