Complaints

• Initial Complaint

  10/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got a notice in the mail that said a new company was planning to buy out PATTERSON WATER SUPPLY so I went on their website to check for any news regarding my account. I am subscribed to all Alerts from this company. I know this for sure because there is a button that says UNSUBSCRIBE since I am already SUBSCRIBED. I have not received one Boil Water notice since the last cold freeze and when I called to ask, Lori said we have been on a Boil Water notice for 2 weeks. I was incredulous and when I asked why I hadn't received an email, mailer, phone call, text or flyer even- she said she was 1 person and had to contact 411 water recipients and she wasn't capable of that. When I asked to speak to someone above her due to her lack of concern or understanding that this was distressing to me she said another person had called and they were upset that they hadn't gotten a call back but she would "try" to leave a message although her boss " gets in early and is heading out the door by 8am" so she couldn't guarantee that I would speak to anyone. I have dealt with minimal water pressure, chlorine smells, sewage smells, terrible water taste and 0 accountability when it comes to issues with this company for 3 years but Lori's complete dismissal of not having been notified is the last straw for me. Not only that but I just got their customer service email that did nothing but alert me that they had update their social media webpage and their website that the boil notice was in effect. Again.. absolutely 0 ownership of the issue I'm presenting or how to solve it.

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/10/25) */ When a system goes on boil water notice, signs are posted within the system, we post on our website which sends out an alert and we post on our Facebook page. Per TCEQ, signs are a form of notification to customers. We follow the PUC rules and regulations as well. We apologize that the alerts did not come through for you but do not have control over technological issues. Consumer Response /* (3000, 7, 2022/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Physical signs would be fine IF they are left in proximity of my home that I could see and read them. You are not accepting responsibility for the alerts as you are saying they are sent automatically and that you have no control over technological errors, however I spoke directly to your employee Lori who specifically that she personally is responsible for notifying each individual and did not have enough time to do so. This is also evident due to the number of complaints you have on facebook from people saying they also did not get notified. Also- my bill for water is approx the same every month all the time- why is it almost $10 more expensive now that I've filed a BBB complaint? Business Response /* (4000, 9, 2022/11/07) */ I apologize for you not receiving proper notification on the boil water notice. We do not call customers that was a miscommunication between you and Lori, we put the signs out at the entrances of the systems, and send out the notifications on Facebook and our website. As far as your bill being higher than the previous month, I had our operator go by and take a photo of the read. 10.05.22- Read- XXXXX and as of today 11.07.22- Read-XXXXX. I have attached the photo to this message as well. We cannot add to your bill, it is only based off of the reads. If you have any further questions or concerns feel free to contact me at the office. XXX-XXX-XXXX ext 6. Thank you. Consumer Response /* (4200, 11, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) How will you take responsibility to ensure the recipients of water from your company's control be notified when it is not safe to drink the water directly from the tap. That is something you have yet to take accountability for and to confirm you have taken proper steps towards full transparency. Social media is not an acceptable or appropriate means of communication neither is having to check your website. You have my address, phone number and email and could directly contact me at all of those avenues. I have been advised to report your company to PUCT and TCEQ.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩