September 11, 2023
Dianna Koster
2639 Braden Place
Riverside, CA 92503
Re: Account Number: 11-5273.002
Dear Ms. Dianna Koster:
This letter is in response to your dispute of the August 25, 2023, summary of investigations letter from Customer Service Manager Alma Franco regarding your for water billing and water services provided at 2639 Braden Place Riverside, CA 92503 . A review of the records was conducted to investigate your request.
SUMMARY OF INVESTIGATION RESULTS:
On October 3, 2022, you contacted Customer Service requesting a water re-read to make sure the meter was running properly . A water service review was conducted on water meter #91632A and found no meter malfunction and that the services provided had no malfunction.
On January 17, 2023, Riverside Public Utilities completed a water meter re -read and test on meter #91632A in your presence. Meter read results were found to be accurate and there was no evidence of any meter malfunction.
On July 31, 2023, you emailed indicating you had filed a claim with your homeowner’s insurance. You stated you had previously filed a claim with the City of Riverside that had been denied and that your water bill was too much.
On August 3, 2023, Utilities Water Supervisor Joseph Janssens provided historical water usage dating to 2011 at the 2639 Braden Place Riverside, CA 92503 address. A water service review was conducted on water meter #91632A and found water meter readings in line with corresponding seasonal history usage at 2639 Braden Place Riverside, CA 92503. You responded that sewer was the problem.
On August 4, 2023, you emailed indicated you had paid a partial payment toward your current utility bill and said you had concerns regarding water and sewer.
On August 5, 2023, you emailed stating that you believe the meter is wrong.
On August 11, 2023 , you forwarded emails regarding your home flooring from Mercury home insurance which included a denial letter, flooring report, leak detection report and supplemental cause and origin report.
On August 25, 2023, Customer Service Manager Alma Franco provided you with a written summary of the findings for the water billing and services. The findings indicated that the billings were calculated correctly, the water meter tests were completed and found the meters to be properly functioning, and that the water meter readings at your home are consistent with the seasonal history of water use at the location.
On August 30, 2023, you received a confirmation of your voicemail messages regarding consideration of the water bill dispute appeal and that you wanted to provide a video. As of the date of this letter, a video has not been provided.
On August 31, 2023, you visited the One Stop Shop at City Hall to request a meeting with Customer Service Manager Alma Frano. She responded to your request via email on August 31, 2023 to coordinate an appointment with you at 2639 Braden Place, for September 6, 2023.
On September 6, 2023, Customer Service Manager Alma Franco, Field Services Manager Garrett Erwin, and Utilities Water Supervisor Joseph Janssens met with you at 2639 Braden Plance. You requested that the staff tour your tour your backyard property and vie w the flooring inside the home. You gave permission for photos to document the location. The results of this site visit are as follows:
Picture 1 – Street View, you told the staff that the street repair done caused water damage to your property, you also pointed out cracks in your backyard concrete.
Picture 2 – Flooded Water Meter Box; the staff explained the full box meant there is a leak on your property and inquired about when your plumber was last at your location. You would not provide the date of the last visit, stating that it was irrelevant as you trust your plumber and that the pool work was completed within the last 5 years and you trust the work.
Picture 3 – Palm Tree watering; Multiple palm trees on the property show evidence of extensive ground water. Staff asked how often and for how long you water your lawn, you would not provide the information.
Picture 4 - Warped floor inside the property, you told staff that you believe it might be due to sewer. Staff explained the City’s risk management claim process.
The staff noted that property has several irrigation green boxes, the landscape is extensive and includes a pool. Staff explained water evaporation for the pool and landscaping usage at the property continues to align with the same water meter usage readings as compared with past history of water usage at the property dating back to 2011. You stated to the staff that some plants were dead and that you asked for a $500 credit for the water bill. Below is a summary of the history of water use at the property for the same month:
Usage Summary
Date CCFs Date CCFs Date CCFs
23-Aug 150 18-Aug 146 14-Aug 100
22-Aug 79 17-Aug 132 13-Aug 134
21-Aug 22 16-Aug 169 12-Aug 130
20-Aug 25 15-Aug 60 11-Oct 152
19-Aug 131
You mentioned to staff that you maybe the concern of the issue possibly could stem from Gless Ranch, which is next to the property. Staff confirmed that you have been provided with the City’s risk management claim information and that the visit from RPU it was solely water bill dispute that is in the purview of the staff and the billing dispute process.
The results of the investigation indicate that the billings were calculated accurately . No City Water Rules were found to be misapplied to the billings in question. Please refer to the attached Water Rule 6 and 17, which is also available on our webpage at https://www.riversideca.gov/utilities/residents/rates/water-rules-rates.
To make a payment arrangement plan please contact us at (951) 781-0330 or visit our website to review Assistance Programs at https://riversideca.gov/utilities/residents/assistance- programs/about.
You have the right to appeal this decision to the Board of Public Utilities within ten (10) days of receiving this letter by contacting Riverside Public Utilities Executive Administrative Assistant Rosalie Ruiz at (951) 826- 5197, or via email rruiz@riversi deca.gov . Upon receipt of a timely appeal, a hearing will be held by the Board of Public Utilities within 45 calendar days of receipt.
The customer will receive notification of the hearing date, time and location. The Board’s decision will be made at the public meeting and the customer will receive a written decision of the Board by personal delivery or certified mail within 15 calendar days following the appeal hearing.
Sincerely,
Carlie Myers
Riverside Public Utilities Assistant General Manager
Attachments:
1. Water Rule 6
2. Water Rule 17
City of Riverside
Public Utilities Department
6-1
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
WATER RULE 6
METER INVESTIGATIONS AND ADJUSTMENTS OF BILLS
A. GENERAL
1. Whenever the corrections of any bill for water service is questioned, the Utility shall investigate it. The Customer can dispute the billing error after receiving the bill, on or before the bill due date, to question its correctness as described in Rule No. 17. After that period the bill is considered payable as rendered.
2. In cases where there are inaccuracies of recording of water use, or bills reflecting clerical or meter errors, or in disputed cases where water consumption, dates, or other provisions are subject to exact determination, proper adjustments in the billing shall be authorized by the Director or his/her authorized agent.
3. In cases w here consumption, dates or other factors required for application of rate schedules or other provisions are not subject to exact determination or are in question, or in disputed cases relative to service or rate application, the Utility shall establish suc h factors by tests, analysis, and investigations to determine the proper basis for making an adjustment, if any. The Customer may appeal all adjustments as described in Rule No. 17.
4. In all cases above, the following limitations shall apply:
a. Overcharges shall not be recomputed and credited to any account for a period in excess of twelve monthly billing periods prior to the discovery of an error, or the date the bill was questioned, whichever occurs earlier.
b. Undercharges shall not be recomputed and billed to residential accounts for a length of time exceeding four monthly billing periods prior to the discovery of an error.
c. Undercharges shall not be recomputed and billed to non - residential accounts for a period in excess of six monthly billing periods prior to the discovery of an error.
d. Any change in rate schedules pursuant to Section E shall be made prospectively in accordance with Section E.2.
City of Riverside
Public Utilities Department
6-2
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
B. METER INVESTIGATIONS
1. Meter Verification Read
Whenever the accuracy of a water meter is questioned, the Customer may request that the meter be re-read. Upon such request, the Utility shall re-read the meter. The Customer may witness the re- read, or have a representative present. No charge will be made for this re-reading except under the following conditions: If a Customer requests an additional special read within one year of receiving a free meter re -read, a service charge may be assessed. If the original meter reading is found to be in error, the service charge will be removed.
If the re-read is the result of an access problem, refer to Rule No. 20.
2. Meter Test
Whenever the accuracy of a water meter is questioned, the Customer may request that the meter be examined and tested by the Utility. Upon such request, the Utility shall examine and test the meter. The Customer may witness the tests, or have a representative present. No charge will be made for this test except under the following conditions: If a Customer requests an additional test (or tests) within one year of receiving a free meter test, a deposit will be required prior to receiving a test.
If the meter is found to register over 2% more than actually passes through it under conditions of normal operation, another meter shall be substituted and the deposit refunded to the Customer. If no error factor is found, or if an error factor is found, but it is less than 2%, the deposit shall be retained.
C. ADJUSTMENT OF BILLS FOR METER ERROR
1. Mis-Read or Estimated Reads
When a water meter is found to have been mis -read or estimated incorrectly, the Utility shall correct the reading and adjust the Customer’s account. A corrected bill for the last billing period involved in the correction may be sent.
City of Riverside
Public Utilities Department
6-3
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
2. Fast Meters
When a water meter is found to be more than 2% fast, the Utility shall credit to the Customer the overcharge based on the corrected meter readings for the period in which the meter was in use, in accordance with section A-4.
3. Slow Meters
When a meter is found to register more than 2% slow, the Utility may render a bill in accordance with section A-4 for water consumed but not charged by bills previously rendered.
4. Non-Registering Meters
If a previously properly registering meter fails to register during any period, the Customer shall be charged with an average consumption as shown by the meter when in use and registering correctly during a corresponding season. If no corresponding seasonal history is available, the Utility shall estimate consumption based on actual usage after the meter has been replaced, using seasonal variations.
Additional adjustment may be made after Customer provides acceptable verbal or written proof to the satisfaction of the Utility.
Undercharges shall be computed in accordance with section A-4.
D. DIVERSION
The collection limitation provisions of this Rule shall not apply to situations where it is determined that Diversion is involved as noted in Rule No. 19.
E. APPLICABLE RATE SCHEDULE
1. Applicable Rate Schedule
For Customers applying for service at an existing service address, the Utility will assign a water rate schedule based on the characteristics of the service address. The Utility will presume that any water rate previously assigned to that service address is the appropriate schedule, unless the Customer requests a review for another applicable rate schedule, rate, or optional provision. In certain situations when a Customer does not qualify for a water rate previously assigned to that service address, the Utility will assign the applicable rate to the Customer. The Utility assumes no responsibility for advising the Customer of lower optional rates City of Riverside
Public Utilities Department
6-4
Meter Investigations and Adjustment of Bills
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
under existing schedules available as a result of the Customer’s changes to the characteristics of the service address.
2. Change of Rate Schedule
A change to the applicable rate schedule may be made if the Utility determines that the Customer no longer qualifies for the assigned rate schedule. The change will become effective for service rendered after the next regular meter reading following verification and approval by the Utility of such eligibility.
City of Riverside
Public Utilities Department
17-1
Disputed Bill Appeal Process
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
WATER RULE 17
DISPUTED BILL APPEAL PROCESS
A. Customers who believe their utility bill is in error must first contact the Customer Service Division by telephone, in writing, in person, by electronic mail, or on any Utility mobile or webpage forms after receiving the bill, but on or before the bill due date to dispute the bill. Unless stated otherwise herein, the contact information is as follows: 3901 Orange Street, Riverside, CA 92501, or [email protected], or (951) 782-0330.
Utility Services will not be discontinued for nonpayment of a disputed bill pending the outcome of a timely filed dispute . The Utility may require that an amount equal to an average bill for a comparable peri od of time be deposited with the Utility pending outcome of the investigation of the disputed bill. Failure to make the deposit as and when due shall constitute abandonment of the dispute to the bill. Subsequent utility bills, which are not disputed, must be paid to the Utility within the time allowed to avoid discontinuance of service.
B. If, after contact with the Customer Service Division, the Customer believes the bill is still incorrect, the Customer must, within 10 calendar days after receiving the explanation from the Customer Service Division, contact the Customer Service Manager, Collections Supervisor, or Customer Service Supervisor by telephone, in writing, in person, by electronic mail, or on any Utility mobile or webpage form regarding the disputed bill.
C. A Review Manager will be designated to conduct an investigation of the Customer’s billing dispute. The Review Manager will be the Customer Service Manager, or Customer Service Supervisor, and the investigation may involve other staff at a higher level in the Utility. The investigation will include consideration of whether the Customer may amortize the unpaid balance over a reasonable period of time, not to exceed twelve months, but usually over a shorter time period. The results of this determination will be communicated to the Customer in writing within 10 calendar days.
D. If the disputed bill is not resolved, the Customer may appeal by telephone, in writing, or in person, by electronic mail, or on any Utility mobile or webpage form within 10 calendar days following mailing of the results of the investigation. The Customer must send this appeal to the Assistant General Manager, Customer Service/Business Services , 3750 University Avenue, 5th floor, Riverside, CA 92501, or [email protected], or (951) 782-0330.
Upon timely receipt of the written statement, the Director, or designee, will determine if the Review Manager’s investigation was thorough and
City of Riverside
Public Utilities Department
17-2
Disputed Bill Appeal Process
Adopted by Board of Public Utilities: April 25, 2022
Approved by City Council: June 14, 2022
Effective Date: June 14, 2022
Board Resolution No. 2022-2
Council Resolution No: 23861
complete, addressing the aspects of the billing dispute. The results of this determination will be communicated to the Customer in writing, within 10 calendar days of receipt of the appeal.
E. If the Customer is not satisfied with the determination of the Director, or designee, the Customer may appeal to the Board of Public Utilities. The appeal must be submitted either by telephone, in writing, in person, by electronic mail, or on any Utility mobile or webpage forms to the Director, as Secretary of the Board of Public Utilities, with the reasons for the dispute of the bill within 10 calendar days following mailing of the Director’s response. In the absence of a timely filed appeal, the decision of the Director will be final. Upon receipt of a timely appeal, the matter will be reviewed by the Board of Public Utilities at a public Board meeting within 45 calendar days of receipt. The customer will receive notification of the hearing date, time and location. The Board’s decision will be made at the public meeting and the customer will receive a written decision of the Board of Public Utilities by certified mail within 15 calendar days following the appeal hearing. The City Council has designated the Board of Public Utilities as the appropriate governing body to decide on the appeal ; however any adverse decision by the Board is subject to appeal to the City Council pursuant to the Public Utilities Code 10010.