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HomeMy WebLinkAbout9 Barbara Terry Billing Dispute Agenda Item # �r + s • To: Board of Directors From: Peter Holzmeistr Date: November 14, 2003 Subject: Barbara Terry billing dispute Why this matter is before the board: Barbara Terry appeared at the last board meeting to dispute a back electric bill she had received from the District. The board referred the matter to me to attempt to resolve the dispute and asked me to report back to the board. History: On September 30, 2003, we discovered that the electronic device that allows us to read Ms. Terry's electric meter remotely had underread her meter. The electronic module reading was compared to the actual meter and the meter was found to have recorded an additional 9,961 kilowatt-hours above what she had been billed. We tested the actual meter and found it to be better than 99% accurate. That led us to conclude that the meter reading was accurate, but the electronic module for remote read had failed. We billed Ms. Terry $1,027.77 for the 9,961 Kilowatt-hours. Ms. Terry disputed the back bill. New information: Attached is a copy of our policy dealing with meter errors. Section 7.72.090.3 says if we find an error in reading a meter and we cannot clearly identify the date the error occurred, we correct the error by recalculating the bill, but the period of the back bill shall not exceed six months. Our earlier back bill of 9,961 Kilowatt-hours to Ms. Terry covered a period of 21 months. I prorated that bill over six months and came up with a bill of $309.33 (9,061 KWH / 21 months X 6 months X $.10869 = $309.33) 1 met with Ms. Terry and she was satisfied with a back bill of$309.33. She paid it in full. 7.72.090 Meter Errors 7.72.090.1 Where, in the opinion of the District, appropriate tests reveal that a meter is registering more than two percent (2%) fast, the District will refund to the customer the amount of the overcharge based on corrected meter readings for the period the meter was in use, but in no instance exceeding six (6) months. 7.72.090.2 Where, in the opinion of the District, appropriate tests reveal that a meter is registering more than two percent (2%) slow, the District will bill the customer for the amount of the undercharge based on corrected meter readings for the period the meter was in use, but in no instance exceeding three (3) months. 7.72.090.3 If it is discovered that an error has been made in reading a customer's meter,the District will correct its error by recalculating the charges back to the date such error occurred. If the date the error occurred cannot be clearly identified, the recalculation period shall not exceed six months. The customer's account shall then be charged or credited for the amount determined. If the calculation results in a charge to the customer, the customer shall be given a reasonable period of time to pay the amount owed. xbsl —y Q xW T RUQKE E September 30,2003 DO Barbara Terry 11464 Chalet Rd Sat&W SmtelvaajF--% a Truckee CA 96191 Subject: Acct#6832420001/11464 Chalet Rd Dear Ms.Terry: &minces Ojficc 11570 Donner Pass Road Truckee, California On September 2,2003,we sent a meter reader to the above-mentioned home to check the reading for your account. The radio reading we had obtained in the prior month was quite Mailing Aaasm low for a full time resident. The meter reader went directly to the meter rather than reading Post Office Boa 309 the meter by radio,which is the norm At the meter,the meter reader found that the readings Truckee that we have been receiving via radio did not match the dials on the meter. California 96160 The meters we presently use have both a mechanical dial type kilowatt hour(KWH)register TeL-pbnna and an electronic(ERT)module that independently.stores readings for remote radio reading. (530)587-3896 The ERT module contains two tight emitting diodes and one optical pickup. The underside of the rotating disk in the meter is painted with a non-reflective stripe and when it moves past the w .tdpud.org optical pickup,the ERT module counts the change in light as one revolution on the disk. This data is then stored in a register inside the ERT and is downloaded to a portable radio receiver as a KWH reading. In about one in every 1,000 meters,the optical pickup will fail to count every revolution of the disk. This can be caused by excessive ambient light,a problem with the non-reflective coating,or an intermittent failure of the electronic register. This problem can go undetected until a manual reading is done,in which the ERT reading and the mechanical dial reading are compared. When a mismatch is discovered,the meter is replaced and the old meter is then tested for accuracy and scrapped. It is never returned to service. ' In all of these cases so far,the ERT reading is always less than the reading on the mechanical dial register. Since the dials are a mechanical geared mechanism,there is no way for them to miss"revolutions. Based on this fact,we use the dial reading as a valid indication of the actual amount of power used and adjust the bill accordingly. Depending on the length of time the condition has existed,the amount of`tinder registration" and subsequent under billing can become significant. In your case,the difference between the ERT reading and the mechanical dial reading was 9961 KWH. The enclosed bill reflects that usage. Because this back bill is substantial,we will be happy to offer you a payment plan for the back charges. Simply call our office to make payment arrangements. Should you have any questions regarding this bill/letter,please do not hesitate to call us. Sincerely, Russian Matlock Customer Billing Supervisor BOARD OF DIRECTORS Jwcpb R Ague- ... J.RaaalJ flemig James A.Maass Patricia S.Sutton Nilson mars Gandy GENERAL MANAGER Prier L Holzinewter Barbara Terry-Acct#6832420001 11464 Chalet Rd Backbill for ERTJDial Mismatch 9961 kwht2t months=474.34 kwh per month avg Blum MONTHS KWH RATE TOTAL Jan 2002 474 8.09263 43.91 Feb-Dec-2002 5218 0:09963 519.87 Jan-Sep 2003 4269 4D.10869 464.00 "TOTAL BACK BILL 9961 $1,027.77 Truckee Donner Public Utility District Board of Directors Joseph R.Aguera J.Ronald Hemig Business Office (530) 587-3896 FAX (530) 587-5056 James A.Maass Patricia S.Sutton Nelson Van Gundy General Manager September 30, 2003 Peter L.Holzmeister Barbara Terry 11464 Chalet Rd Truckee CA 96161 Service Location: 11464 Chalet Rd Meter Number: A09345 Dear Mrs. Terry: The electric meter at the above mentioned location has been removed and tested by the District and the following information was obtained. Date of Test: September 9, 2003 Percentage of Accuracy As found Full Load 99.99 Light Load 99.75 Truckee Donner Public Utility regulations for electric service as well as the State of California Public Utilities Commission require that when, as a result of any meter test, a meter is found to be more than 2% fast, the District will make a refund to the customer for over charges. Based on the above information,we have determined that your meter was found to be in proper working order. Should you have any questions,please do not hesitate to call me at the above telephone number. Sincerely, Vl�w&�Jia Vern Smith R Electrician/Meter Technician Post Office Box 309 11570 Donner Pass Road Truckee,California 96160 f � r Truckee Donner Public Utility District Board of Directors Joseph R.Aguera J.Ronald Hemig Business Office (530) 587-3896 FAX (530) 587-5056 James A Maass Patricia S.Sutton Nelson Van Gundy General Manager Peter L Holzmeister October 8, 2003 Mr. Ric d Tee vrs arbara Terry 11464 Chalet Road Truckee, CA 96161 Dear Mr. &Mrs. Terry: 00 Per your request, please find a listing of the history of meter readings at your home since September 21, 2001. These readings are the readings that were actually transmitted by the ERT and would not match the meter once the ERT started to fail. I have also included a letter to you from our electrician who tested the meter that was removed. The test results actually show that the meter was running slightly" slower than 100%accuracy. You mentioned that you had been taking readings yourself. By comparing your readings and the readings on the attached list, you may be able to determine when the ERT began to fail. Additionally, in . the future if you see anything unusual about your bill such as your bill is too high or too low, please call us immediately so we can check it out. We are very sorry about having to send you this billing. As a non-profit local government owned by the community we are obligated to collect revenues from those who use the services provided by the District. If we do not,then the rest of the customers must pay the bill. 1 I apologize for the inconvenience and frustration this problem has caused you. As I told you on the phone, if this back billing causes a financial burden, we can certainly set up a payment arrangement. You are entitled to appeal this issue to the Board of Directors. I have attached a copy of the Board's procedure for appealing a disputed bill. This procedure is on the back of every bill. Unfortunately, it was not on the back of the adjusted bill that was sent to you. If you have any further questions or if I can be of further assistance,please do not hesitate to contact me. Sincerely, C 11 �Gw—y Mary P Administrative Services Manager Post Office Box 309 • 11570 Donner Pass Road Truckee, California 96160 Y TRUCKEE DONNER PUD Barbara Terry-Meter Reading History Sept 21,2001 -Sept 17,2003 Acct#6832420001 -11464 Chalet Rd Mismatch between ERT and Dials Read Date Reading Bill Date Usage Billed Electric Charges Notes 9/21/2001 342 0 Visual Reading @ transfer 9/26/2001 342 9/27/2001 0 35.00 Transfer Fee Only _10/18/2001 -891 10/31/2001 549 47.83 11/16/2001 1985 11/29/2001 1094 92.14 12118/2001 3444 12/2812001 1459 121.55 1/22/2002 4822 1/30/2002 1378 131.92 2/21/2002 5951 2/28/2002 1129 116.71 3/22/2002 6992 3/29/2002 1041 107.9 4/22/2002 7921 4/30/2002 929 96.75 e/21/2002 8628 5/30/2002 707 74.58 6/21/2002 9201 6/28/2002 573 61.20 7/22/2002 9464 7/31/2002 263 30.25 8/19/2002 9552 8/30/2002 88 12.79 9/20/2002 9850 9/28/2002 298 33.75 10/22/2002 10602 10/30/2002 752 79.0 11/20/2002 11527 11/27/2002 925 96.35 12/27/2002 12986 12/28/2002 1459 149.65 Estimated Reading due to storms 1/17/2003 13849 1/29/2003 863 98.47 2119/2003 14938 2/27/2003 1089 123.08 3/18/2003 15677 3/28/2003 739 84.97 4/17/2003 16558 4/29/2003 881 100.44 5/1912003 17445 5/29/2003 887 101.09 6/18/2003 17468 6/27/2003 23 7.00 7/18/2003 17512 7/30/2003 44 9.29 8/20/2003 17538 8/28/2003 26 7.34 9/2/2003 27499 9/27/2003 9961 See Below Meter exchange-visual read 9/2/2003 0 0 New Meter 9/17/2003 498 9/27/2003 498 1106.31 Total bill for back chgs on 9961 kWh plus 498 kWh on new mtr Please Note: A visual reading entails a physical reading of the dials on the meter and a radio reading via the Itron Read One Pro. The meter reader then confirms that the physical dial reading and the radio reading from the Read One Pro match. 8 Terry Mtr Rdg Hist TRUCKEE DONNER PUD Barbara Terry-Meter Reading History Sept 21,2001 -Sept 17,2003 Acd#.6832420001 -11464 chalet Rd Mismatch between ERT and Dials Read Date Reading Bill Date .UsageBillad Electric Charges Notes 9M2001 __342 0 Visual Reading®transfer 926/2001 342 __9/27/2001 MAI Transfer Fee Only 10/182001 891 10/312001 _549 47.83 11/16/2001 1985 11/29=1 1094 921 12/182001 3444 _121284"l 1459 121.55 12212002 4822 113O2002 1378 131.92 22172002 5951 2282002 1129 116.71 327JZ002 6992 3292002 1041 107.92 422200Z 7921 4/302002 _,929 96.7 5/212002 8625 513o2002 _M7 74 6212002 9201- 628/2002- 573 6120a y 7222002 9464 - 7/812002 263 a/1912002 9552 8130=2 -0 127 L-i g 920/2002 9850 9282002 298 33.7 1. ' + 3 0 101222002 10602 10/30/2W2 752 79.0 11/20/2002 11527 11/272002 _ 925 12/27/2002 129W 12211=2 1459 1419.65 Estimated.Read'utg due to storms 1/172003 13M 1/292003 am 98.4 2119=3 14938 2272003 1-089 123. 3/182003 15677 32812003 739 84.9T 4/172003 16558 4292003 884 100. 5/192003 17445 529P2003 8" 101:MR 61=003 17468' 6272003 -23 7 L/ 7 7/182003- 17512 7/36T20a 44 9 G/ 74, 8/20/2M 17538 8)28/2003 26 t/ -7 9122003 27499 9127=3` 996T 'see Befow:.' _.Mefec ex ange-visual read 922003 0 0 New Meter GW2003 498 9272003 498 1106.31 TOW M"Btor back digs on 9961 kWh plus 498 kWh on new mtr Please Note: A visual reading entails a physical reading of the dials on the meter and a radio reading via the Itron Read One Pro. The meter reader then confirms that the physical dial reading and the radio reading from the Read One Pro match. 8 Terry Mir Rdg Hist rig 1,9 ,., f Barbara d. Terry 11464 Chalet Road Truckee, CA 96161 (530) 582-1953 October 14, 2003 Peter L. Holzmeister General Manager Truckee Donner Public Utility District P.O. Box 309 Truckee, CA 96160 Dear Mr. Holzmeister: As I am certain you can well appreciate, the Ietter I received from your Customer Billing Supervisor, Rosana Matlock, dated September 30, 2003 was quite disturbing. Further, upon the advice and suggestion of Mr. Hemig to try and resolve this matter amicably, we contacted Mary Chapman on the telephone. Quite frankly, her explanation as to the reason for an additional billing of$1106,31 was unacceptable leaving me further upset and chagrined. Getting straight to the point, I am at a loss to understand why it took two years to determine that there HAY have been a malfunction with your meter reading equipment. Unless I am mistaken, this is your equipment and it is ygur responsibility to insure it is working properly. The fact that there ALLY have been erroneous readings is not my responsibility but yours. At the same time, when reviewing the October 86' letter from Ms. Chapman regarding usage billed from 9/26/2001 through 9/17/2003, it is obvious that only four readings appear to be out of line with the usage experienced by other fill time residents in the neighborhood having the same electric appliances. These involve the reading of 8/19/2002, 6/18/2003, 7/18/2003 and 8/20/2003. Parenthetically, I hasten to note that the energy requirements in our home are primarily served by Southwest Gas and the few electric appliances in our home are new and extremely energy efficient. Am I being penalized for utilizing energy efficient devices? That said, and though I strongly contest the fact that TDPUD is presently billing me for what they claim has been an equipment malfunction for the past two years, in good faith I am enclosing my check for $200 for the past month's usage which includes the $50,70 water charge that is the same every month. Mr. Peter L. Holzmcister...Page two Further, based upon my own calculations of energy usage vis-a-vis that of my neighbors,I will agree to pay an additional $300.00 at the rate of$50.00 per month for the next six months in addition to the normal charges billed. I trust this is acceptable. If not,please notify the Board of Directors of my intent to appear at that first board meeting in November to formally present this matter to the full Board for resolution of my complaint inasmuch as I will be out of town the remainder of this week and all of next week so I will be unable to attend the next Board meeting. Very truly yours, 14 'ter to Barbara Terry Cc: Joseph R. Aguera, J. Ronald Hemig, James A Maas, Patricia S. Sutton, Nelson Van Gundy.