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HomeMy WebLinkAbout6.a. Water bill ComplaintI EXECUTIVE SUMMARY FOR ACTION CITY COUNCIL MEETING DATE: October 6, 1992 AGENDA ITEM: Water Bill Complaint AGENDA SECTION: New Business PREPARED BY: Jeff May, Finance Director AGEND[TL A j�(+# 6A ATTACHMENTS: Supporting Documentation From APP OVED BY: Past History of Co plaintant, Mr. Robert Chamberlain, 3565 Upper 148th Street lest, has asked to come before the Council to ask for a credit to his water bill account based on problems with his past consumption. This appear was taken to the Utility Commission on August 17, 1992, and after a review of the attached information by staff and the Commission, Mr. Chamberlain's appeal was denied. The appeal originated from Mr. Chamberlain's unhappiness with staff's explanation of his history. Diana Korpela, staff Accountant, met with Mr. Chamberlain on two separate occasions and explained his account and its history with him. The attached information shows that Mr. Chamberlain's account was handled properly by City staff. There are two main ureas of concern being addressed by Mr. Chamberlain.The first is the 10% penalty he was assessed for the July, 1992 water bill. The due date for this bill was Monday, July 20 h. Mr. Chamberlain claims to have paid the bill on Jul 21st. a show that the payment was applied to his account on July '22nd. His contention that the policy states that he has one working day after the due date before a penalty will be assessed is an error on his part. When submitting his letter of appeal, he sent page 2 of the policy which does state that. But, he did not bother to send page 3 which the policy on page 2 specifically addresses as being important when considering deadline dates. When the items on page 3 are considered, it becomes apparent, that if Mr. Chamberlain did indeed pay his bill on the 21st, it was after our official cutoff time. Mr. Chamberlain's second area of concern, his consumption, is also out of line. The copy of his history, along with Diana's written comments, shows that we have not been out of Tine with the actions that we have taken. Mr. Chamberlain's biggest problem is that he has not mailed in his meter cards in a timely fashion. 'His contention that he has not received his meter cards does not seem tc hold true because he did mail one in on time in September, one late in December of 1991 and one in July of 1992 Besides that, he has never made that .complaint about his water bills and they are mailed to the same address. RECOMMENDED ACTION: Motion to deny a credit to the utilities account of Robert Chamberlain, 3565 Upper 148th Street West(Account #60082.00) COUNCIL ACTION: r CITY OF ROSEMOUNT EXECUTIVE SUMMARY FOR ACTION UTILITY COMMISSION ETING DATE: August 17, 1992 AGENDA ITEM: Citi en Complaint-Chamberland AGENDA SECTION: OF 3565 UPPER 148TH STREET WEST ON THE New Business PREPARED BY: Cindy Dorniden AGENDA NO. Public! Works Secretary 5a. ATTACHMENTS: Let erAPP 0 BY: Complaint Form from Finance Attached is a cpy of a letter which was dropped off at the front desk addressed to th Utilities Commission. After receiving this letter I checked with Fi ance Accountant Korpela and she gave me the background information whi h I have also attached. Both Diana and I have discussed this letter and complaint and agree there is no cause for an adjustment (credit) to this residents bill. RECOMMENDED ACTION: MOTION TO DENY A CREDIT TO ROBERT CHAMBERLAND OF OF 3565 UPPER 148TH STREET WEST ON THE BASIS THAT HIS BILLING WAS DONE CORRECTLY. COMMISSION ACTION: ;. fl 2 RFca.. ALIG 10,99 C'ry OF H��tMO 2 ANT July 23, 199 City of Rosemount Utilities Commision 2875 — 145th Street West P.O. Box 504 Rosemount, Minnesota 55068 Reference: Utility Billing To whom it may concern: The reason for writing this letter is because I feel I have been over charged on m water bill, When I first realized it I contacted the city and told then I had not been receiving my meter reading card. The lady I spoke to ! ho"s name I did not get 1 said this was not a problem and that they would estimate the water usage and refund me any difference in payment. The last conversation I had with the city on July 21, 1992 I was told that it is not a policy of Rosemount to refund over charged costumers. The second reason is that I was charged an extra 10% on my July 1992 billing when it was paid on July 21, 1992. According to a letter I received from the city if it is paid on the 20th or one working day after the 20th it is not considered late. To summerize I am asking for a credit of $78.62 based on the consumption of water used since I have moved to this city. Si cerely, Robert Cha 3565 Upper 1 nber 1 and 48th ST West game of Caller:- •.. - - WMA.Am Nature of Complaint:- • .�, t Received • �L. - • • - • Action Taken: �� 'ter � 1/ • / / /1 '����»i/��/_ _ �lLi L WSWINFM Al41" M Additional 44 A * �` ._ ,, dtd 2 / 9 2 U4k-, A�& t UTIL34 0B-10-92 TIME: 17:49 HISTORY DATES WATER/SEWER/REFUS-c HISTORY (C) 1992 VER 5.0.00 FROM: 00/08/00 TO DATE: 00/00/00 C=(CHARGE) M=(MINIMUM) T-(TAX) PAGE 1 Pill GYMT ---WATER-- -Ste:___ __pF:LSE-_ _-M75^--- __LENA!Ty- DATE DATE ETCH SLP READING USAGE CHG/MIN/TAX CHG/MIN CHG/TAX NO/CNG/TAX TYP AMT PAYMENTS BALANCE '� 60062.00 _1'JiACSE.�A[1D..�OBcBT 6 2RENDA- n C 7.70 C 4.50 WT 2.67 67.05 10-01-91 11-14-91 59 1 25 • SEW USE 4 M 21.00 M 27.75 SW 2.78 RF .45 ___ 1-01-92 i-22792 35 13 50 25 C -12.70 C 18.50 C 4.50 64.45 COMPUi ER EST M2M 27.75 .s 4-01-92 4-2-9 _c ------- u C 4.50 WT 3.37 79.45 •` COMPUTER EST M 21.00 M 27.75 SW 4.63 13.45 RF .45 7-01_92_• 7-22-92_63 10 83 b C 4.50 1 C 4.90 WT 2.94 7e.77 M 21.00 M 27.75 SW 3.24 RF 50 M 49 CUSTOMER TOTALS - 83 C 37.00 1 C 4.90 WT 9.18 309.72 C 33.10 M 1:1.00 SW 10.65 " M 64.00 C 1& 00 RF 1.40 M1 .49 o Lh v r--r a i_- (Ar Ldh'rr(d 15,1CU - fD - 10 " fSh+!(irif cJ�n K{Z! ✓�ltcliu Rr J 7L ✓� C,R#wtcr had M4 clwufim yius ¢uutr✓ bJ� ,2 ttc c� yrs . 7al3i�q C 1v - Jxk 'tum - &na &-bIN6- e f bOy 93 -- s Q. t1c 4,t 4kuj- d '� tU.l C!W' Gv,cr Biu• i� �. Fiaf- Shnllrt �C WdiYld • c�-�j' ,cint�(. ,� I i„ r r` Inds % Ix. ttkrrK d�..1f�1is god 'vv- J E hq gg,,C 13, DLv ,turns .u�d� �i Ie I" 'aftxis CiY�f Or RO�c��,G;�I`JT Public Utilities Department (612) A23-4-411 Please read your meter as it appears and enter the digits below in current reading. Detach at left and RETURN THIS PORTiCN by dropping it in the drepbox or mail it :n. RETURN THIS CARD BY: SEPTEMBER 20 ; NAMEACCCUNT : ROBERT CHA'BERLAND NUMSER 60032.00 CURRENT Meter No. No. of Dials READINGy O j a2 S; a 7 02017717 4 PREVIOUS: 0 0 0 0 0 0 0 �L (i l K ez p Iv -9/ SIGNATURE: _ DATC CI `f C -F I I>`1 Public Utilities Depar-raent (6 2) 42'-4- , 1 Please read your meter as it apcears and enter below in current reading. Detach at left and RETURN THIS-CP_,C.,�1 by drop`in_ in the drepbox or mall t in. gatnberland { c U, D, BY: DECEMBER 2 0 Robert 1'� ?e t= .NAME. y ,;� LJ L: H,+- i—i i '� ACCCUNT *RQ+� _RT C A.y3cKJ_�}G" , NUNIeEa 60032.00 MV.e Vo. NLof Dials ,1 p;6�+ i Gi- 02017717 4 -R� �Ics. . -- 0 0 0 0 0 2 5 SIGNATURE: - — IA\ CITE 'I T Y OF ROSEMOUNT 2875 145th ST. WEST , P.O. BOY. 510 RC SEi/lOUNT. MN 53068-4997 IIIIIIIIIIIIIII11IIIlttlu1tt11t1tfill III III liUIII UTILITY COMMISSION MINUTES August 17, 19921 Public Works Director Wasmund feels this is the time to have a Utility Study done on the east side of t e City. The City should study anything not currently included in a Comprehensive Plan. There has been interest in water and sewer lines out on the east end. The City is scheduling meetings with Koch Refinery, University of Minnesota and the Port Authority to discuss the need and funding for this study. Request for Proposa (RFP) will be developed and sent out outlining the scope of the study. Interested consultants will return their Proposals including costs for the study. Information regarding flows and serviceability will be provided to Met Council and MWCC for their use in sewer plant expansion plans. Public Works Director Wasmund asked for the support of the Commission for this study. Commission Member Mulhern asked if the MWCC has been contacted to get information from them. Public Works Director Wasmund apprised the Commission that the MWCC has not specifically been addressed on this issue however they may have some information we can glean from them. Commission Member Oxborough feels that both water and sanitary sewer should be , addressed at the same time. The consensus of the Commission is that there is adequate cause for a Utility Study on the east end. Robert Chamberlandof 3565 Upper 148th Street West was in attendance to contest his water bill, sayin he felt the City owed him a credit for overestimated water bills back four quarters ago. Discussion took place after Mr. Chamberlands presentation. President Walsh sympathized with Mr. Chamberland, but based upon actions taken. as reported by Finance Accountant Korpela and recommendation from Finance Accountant Korpela and Public Works Secretary Dorniden he felt the current billing was appropriate. See Recording Secretarys file. MOTION by Walsh to deny any credit to Mr. Chamberland on the basis that his account has proved right. SECOND by Mulhern. Ayes: 3. Nays: 0. President Walsh reiterated his stand on getting the replacement of meters done so the City can start reading the meters. This way we could eliminate problems of improper readings a d having so many estimated readings. He feels there should be no exceptions when dealing with estimated readings and once we've changed out the meters there w uldn't be any estimated readings. If outside plumbers need to be hired for the instillations then it should be done. Public Works Director Wasmund recognizes the , urg ncy the Commission expresses in this replacement and also agrees it needs to be'done in a timely fashion. He will get an estimate of what it will cost to have it i 1,11 done at once. This will include the number of meters, material and labor costs. Public Works Director Wasmund explained the reason for Continental Nitrogens appeal to the Storm Water Utility billing they received. The Commission feels that a meeting should b set up with Continental Nitrogen to explain the charges and to further explain that no piece of land is "totally" exempt. Public Works Director Wasmund suggested tabling the item until after the meeting, then coming back to the Commission with a recommendation for action. 2 URAFT UTILITY COMM, SIGN MINUTES September 74, 1992 Pursuant to due call and notice thereof the Regular Utilities Commission Meeting of the City of Rosemount was duly held on September 14, 1992 at 6:32 p.m. in the Upper Level Conference Room of the City Hall. President Walsh called the meeting to order with Commission Member Oxborough, Public Works Director/Building Official Wasmund, Finance Accountant Korpela and Recording Secretary Dorniden present. Public Works Director Wasmund added Item 5c. -Complaints and President Walsh added Item 6a. -Possible Changes of Utility Commission. Finance Accountant Korpela expressed a concern as to the minutes of the August 17, 1992 meeting rega ding the Robert Chamberland item. No where within the minutes did it express the policy that adjustments are only made during the current quarter. MOTION by Walsh to approve the minutes of the August 17, 1992 regular Utility Commission meeting as corrected. SECOND by Oxborough. Ayes: 2. Nays: 0. _J President Walsh t bled the appeals of CNR and Carlson Properties as per Staff request. It will e brought back to the Commission as soon as the report is completed. The next item on the agenda was the meter replacement program. President Walsh expressed his bewilderment at the number of meters yet to be replaced. Much discussion took place as to numbers and costs. Public Works Director Wasmund reiterated the fact that this program would eliminate the opportunity for confusion and improper readings. President Walsh asked if funds could be borrowed from the Water Core account and t en paid back in 5-10 years. Public Works Director Wasmund will examine the account and make the necessary listing for expenditures. President Walsh felt that possibly Sewer Core funds could also be used since sewer bills are based upon water readings. Other items which have to be added to the expenses would be another reading gun and the reading software package for the computer. These cost will be added to the total for consideration of expenditures. Public Works Director Wasmund presented the research he did in relationship to the request for land purchase from Hampton Development. He apprised the Commission that there had been no definite plans for a filtration system attached to Well #8 D. DOOR TAGS - If resident has received a door tag, please call the Public Works .Department as soon as possible. E. PROPERTY ZONING - If property owners have any questions regarding the zoning of the storm water utility, please call the above listed office. Please call the Finance Department at 322-2032 when you need the following information: A. Any questions/concerns regarding utility bills or meter reading cards. B. Billing status of water, sewer and storm water utility accounts. 2) METER READING CARDS: Meter Reading Cards will be mailed out to all property owners on or before March 1st, June 1st, September 1 st, and December 1 st. These cards must be returned by the 15th Day (or the next workina day after the 15th) of that same month. 15th falls on a weekend or a holiday, the next working day will become the due date, an that date will be the date that shows up on the_ card as the due date. Prop rty Owners are requireo Lo read t eir own water meters ano return their meter reading cards. Meter cards not received by the "due date" of the month, which is the deadline date(see "Drop Boxes and Mail" below), will cause a $5.00 penalty to be billed to the account and that customer will receive an estimated water bill for that quarter. 3) UTILITY BILLS OR STATEMENTS: Utility Bills .will be mailed cut to all property owners on or before January 1st, April 1st, July 1st, and October 1st. Thee bills must be paid by the 20th Day (or the next working day after the 20th) of that same month. If the h falls on a weekend or a holiday, the next working day will become the due date, and that dat will be the date that shows uD on the card as the due d� Property Owners wil not e a owe to make monthly payments wit out penalties or to write post-dated checks and have us hold them for a couple of days prior to depositing them. The City will deposit water bills on a daily basis. Any unpaid balances that are not receive by the "due date" of the month, which is the deadline date(see "Drop Boxes and Mail" below), will result in a past due notice, which will include a 10% penalty. 4) PAST DUE NOTICES: Past due notices will be sent out approximately 2 to 3 working days after the "due date which allows city staff time to process them. Past due notices are sent out to aCf property owners with an outstanding account balance over .20 cents. The penalties for past due accounts are calculated at 10% of the total unpaid water balance, 10% of the total unpaid sewer balance, 10% of the total unpaid s rcharge balance and 10% of total unpaid storm water balance. If a past due notice is received and the bill has already been paid in full, including any penalties, the past due notice can be dis egarded. 2 5) DROP BOXES AND MAIL: The City has three drop box locations for the public to use for Meter Reading Cards and Utility Bills. They are as follows: (1) Inside South Robert Square(N.W. corner of 145th Street & South Robert Trail); (2) An island drive up box in the lower level parking lot of City Hall; and (3) A drop box near the front doors in the upper level parking lot of City Hall. Cards and bills can also be mailed to the City of Rosemo nt, P.O. Box 510, Rosemount, MN 55068. Keep in mind the mailing time needed: It must a received by the "due date" not Postmarked by that date!! It has to be received on or before the close of the business day that is the "due date" printed on the meter reading card or the utility bill. The City does empty the drop boxes and pick up the mail every morning of the week, Monday through Friday at 9:00 a.m. I regards to "due dates", the contents of the drop boxes picked up and the mail received on the next working day after the "due date", which will be 9:00 a.m., will be the last items considered to be turned in "on time". Any meter reading cards or payments put in the drop boxes or received in the mail after that time will be penalized. The City will no longer be acce ting meter reading cards or utility bills through the front reception area at City Hall. All meter re ding cards or utility bills must be put directly in the drop box by the customer and not by mem ers of the City of Rosemount Staff. 6) RATES Water, sewer and storm wat r rates shall be established on an annual basis by resolution recommended by Utility Commission and adopted by City Council. 3 1 J A t J VI. WATER AND SEWER RATES, CHARGES AND DEPOSI7'S A. Use Charges 1. Water Consumption Charges . The amount due and payable by each water user within the City for water taken' from the water system shall be as provided below, payable quarterly and deposited in the Utility Operating Fund: RATE SCHEDULE Meter Size: all sizes Quarterly Rate: $1.10/1,000 (I) Gallons MINIMUM QUARTERLY CHARGES Meter Size: all sizes Minimum Charge: $1e.00 plus meter maintenance (based on 0-18,000 gallons) a) in case the meter Is found to have stopped, or to be operating in a faulty manner, the amount of water used will be estimated In accordance with the amount used previously in the year. b) Any pre -payment or overpayment of charges may be retained by the City and applied on subsequent quarterly statements. c) Each quarterly billing for water service not paid when due shall incA penalty charge of 10% of the amount past due. d) For turning on water, where service has been turned off, a service charge of $15.00 will be made. e) Water billing shall start at the time of installation of the water meter. 2. Water Meter Replacement Charge A quarterly meter maintenance/replacement charge shall be made for each meter as set forth below and deposited into the Utility Operating Fund: Meter Size Quarterly Meter Maintenance Charge 5/8 $ 3.00 /Quarter 1 $ 5.00 /Quarter 1-1/2 $ 9.00 /Quarter 2 $14.50 /Quarter 3 $21.00 /Quarter 4 $36.00 /Quarter 6 $80.00 /Quarter 8 $N/A 10 $N/A 3. Sewer Usage Charge A charge is hereby imposed upon every person whose premises are served, either directly or indirectly, by the sanitary sewer system within the City, for the use of the facilities of said sewer system. The charge for residential use will be based on the actual amount of water used for the first, second, and fourth quarters. The third quarter sewer charge will be based on the first quarter water use . Commercial, institutional and industrial charges shall be based upon the actual amount of water used during each quarter. The charges shall be as stated below and deposited into the Utilities Operating Fund. All Users Quarterly Charge: $1.85 /1,000 (Iq gallons Minimum Charge: $27.75 (based on 0-15,000 gallons) Charges for sanitary sewer users without municipal water or metered non - municipal water shall be $37.00 per quarter per unit. 4. WATER SURCHARGE A surcharge will be made for debt service of the core water facilities, effective July 1, 1989, at the following quarterly rates: Meter Size late Per Quarter Single Family $ 4.50 Multi -Family $ 3.50 1" (a) $ 6.75 2" (a) $15.75 3" (a) $23.50 4• (a) $35.00 6" (a) $77.50 (a) Commercial, Industrial, or Institutional The surcharge revenue shall be deposited in the Water Surcharge Fund.