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4. Doug Roper, 2751 Sandpiper Lane: Review Utility Bill.CITY OF 4 CHANHASSEN 690 COULTER DRIVE • P.O. BOX 147 • CHANHASSEN, MINNESOTA 55317 (612) 937-1900 • FAX (612) 937-5739 IMEMORANDUM ' TO: Mayor and City Council FROM: Don Ashworth, City Manager ' DATE: August 30, 1996 SUBJ: Request to Appeal Water Bill, Doug Roper, 2751 Sandpiper Trail ' Request: The Ropers have used an average of 28,000 gallons of water for the past ten years. Their billing for the quarter ending May 31St was for 297,000 gallons - approximately 10 times ' higher than their normal usage. They are appealing this bill and are seeking relief from such by the City Council. ' Anal Meters were read during the May 21-May 23 time period in the north and west part of Lake Minnewashta. On May 28th, Chris noted high water usage at the Ropers when she processed their utility bill. Chris requested a reread which resulted in: 1) A verification that the previous reading was correct and 2) that the usage for the past 5 or 6 days had been at the extremely high rate that had occurred in the previous quarter, i.e. 8,000 gallons in an approximate 5 day period. Chris then did two things — she notified the Ropers that they were using an extremely high level of water and contacted the Utility Department requesting that the meter be checked. On May 31 ", the meter was removed. At the time of removal, a third reading was taken which showed that virtually no water had been used during the past three days — in other t words the problem had been corrected. The city does own a state approved "water test bench." Jerry Boucher used this machine to verify that the old meter was running accurately at high usage and approximately 4% slow at low usage. The new meter was rechecked on June 28 with the finding that approximately 5,000 gallons had been used during the previous 30 days and that the Ropers usage had returned to the ten year normal level. ' I have not had an appeal reach this office for the past 10 years. In that instance, the story was almost identical to the Ropers with the exception that the owner had found that the toilet "flush ' flap" (probably not the technical name) only partially closed. The property owner simply could not afford to pay the $300+ bill. I agreed that the city would delete the penalties and the late charges if the property owner would pay the bill, in three equal payments, each month until paid. 1 Mayor and City Council August 30, 1996 Page 2 In reviewing the Roper case with Chris, I was surprised to find that the unofficial policy that I had started 10-15 years ago has in fact been used in 2 or 3 cases/year where the same thing has occurred during the last 10 years. She showed me the records for a property owner who had experienced a similar phone call of high usage from Chris in December of 1995. Similarly, the recheck showed that the usage continued after the initial reading. The owner continued to believe that the city was in err and employed a plumber who discovered that the "recharge cycle" on his water softener was stuck in the open position. Chris agreed to remove the penalties and late charges, recalculate sewer billings based on a more typical "low quarter" and to allow the owner to pay one-third of the total bill per month (approximately $300/mo. - $900+ total) until the balance was paid. Chris never got to a point of being able to offer a repayment plan to the Ropers as they continue to question whether they owe anything more than their typical payment to the city. We all assuredly have some story as it relates to a gas, telephone, electrical, or city utility bill. Mine was leaving the barbeque on the "clean" setting for over a week. The pain of paying a winter type bill in the middle of the summer wasn't nearly as devastating as having to replace a an almost new $200 grill. Stuff happens. Recommendation: Approval of removing all penalties and late charges as well as allowing the Ropers to pay the $395.95 in three payments over the course of the next 90 days is recommended. Although we all may wish to see the Ropers receive further relief, such simply would not be fair to all of our other customers. 7 F q 11 Ll Augus t 30 1996 H, CITY OF CHANHASSEN 690 COULTER DRIVE • P.O. BOX 147 • CHANHASSEN, MINNESOTA 55317 (612) 937-1900 0 FAX (612) 937-5739 ' Douglas and Kathleen Roper 2751 Sandpiper Trail Excelsior, MN 55331 ' Dear Mr. and Mrs. Roper: ' I have scheduled your appeal of your utility bill on the September 9, 1996 City Council Agenda. I am attaching a copy of the tentative agenda for that meeting. My guess is that your item will appear about 7:45 p.m. I am also attaching a copy of the staff report which will be distributed to the city council members together with your current letter, my letter of August 1, your letter of July 15, and all of the billing records that you submitted. I must apologize for my letter of August 1, 1996. In retrospect, it was far too short and the chart was more of a disservice than a service. I am in hopes that after you read the staff report that you will reconsider your decision to appeal this item. I cannot help but believe that all parties will find themselves in the awkward position of wanting to provide greater relief than is being recommended, but feeling as though their hands are tied in that doing anything other than that being recommended would be a disservice to the rest of the community. The offer to handle your billing in the manner shown under the recommendation is being offered should you decide not to formally appeal. Should you have any questions, please feel free to contact me. I Sincerely, Don Ashworth City Manager DA.-v August 17, 1996 Chanhassen City Council ( RECEIVED 690 Coulter Drive P. 0. Box 147 AUG 2 2 1996 Chanhassen, MN 55317 CITY OF CHANHASSEN Dear Chanhassen City Council: We would like to appeal the decision made by City Manager Don Ashworth referenced in his letter dated August 1, 1996, a copy of which is ' attached. Also attached is my letter to him, dated July 15, 1996, which states our dilemma. (A copy of the July 15th letter was sent to the Chanhassen City Council.) I had asked for some examples of what type of water usage could actually result in a homeowner's average water usage being multiplied by 10, but that was not provided. What was provided was readings of our water meter, but there is no proof that the water meter was working properly at the time and that does not document that we actually "used the water". We were also told that it is impossible for a water meter to run "fast", and that the only possible malfunction is of having a meter run "slow". We can only say that speaking in absolutes doesn't prove anything. We have lived at 2751 Sandpiper Lane, Chanhassen, for approximately ten years. Upon reviewing our records, our lowest water usage was 12,000 gallons (quarter ending 5-31-90) and our highest water usage was 44,000 gallons (quarter ending 5-31-88). A copy of all of our records are enclosed for your review. There is quite a variance between 12,000 and 44,000 gallons; however, it is reasonable to expect that water usage will vary. We never questioned these variances over the years and readily paid all of our bills in a timely manner. But when a bill for 297,000 gallons is presented to a homeowner, common sense tells you that something has to be wrong with the meter or there has to be a leak somewhere. It was determined by City of Chanhassen personnel that there is no leak. It is something to ponder that if our water usage was really that high every quarter, our annual water bill would be about $2,000 - almost as much as our real estate taxes! k We would like to reiterate that during the quarter ending 5-31-96, we did nothing different from what we've usually done during the rest of the ten years we have lived here. In fact, as referenced, in the letter, we are probably using less water as our daughter moved out in September 1995. This is a situation where no one can "prove" anything. We hope the Chanhassen City Council will make a decision based on what's reasonable and sensible. ' Respectfully, 1 ' Douglas R. Roper Enclosures cc: Don Chmiel, Mayor of Chanhassen / Don Ashworth, Chanhassen City Manager July 15, 1996 ' Mr. Don Ashworth, City Manager City of Chanhassen 690 Coulter Drive ' P. O. Box 147 Chanhassen, MN 55317 ' Dear Mr. Ashworth: Although our water bill is still in dispute (copy enclosed), I want to send a payment that ' is approximately what we usually pay for our water during a quarter (copies of some past bills enclosed). ' A lot has been said by telephone about this situation, but I would like to put in writing at this time that during the quarter ending May 31, 1996, we did nothing different from what ' we've usually done during the rest of the ten years we have lived at 2751 Sandpiper Lane, Chanhassen, in terms of our water usage. We were surprised to receive a telephone call from someone at the City of Chanhassen, asking if we had used more water than usual in the last quarter. We were then shocked to receive a bill the following week indicating that we had used more than 10 times the amount of water we usually use, resulting in a charge of $395.95 for water usage for one quarter. ' We do not have a swimming pool to fill. We do not have a whirlpool or jacuzzi to fill. We do not have an underground sprinkling system, nor do we even water our lawn with ' above ground sprinklers, unless it is during a very hot period, which hasn't happened yet this summer. We generally do not wash our own cars - we use the car wash at the gas station. None of us ever discovered that the hose had been left running by mistake or ' anything like that. In retrospect, we are at a point where we are actually using less water than we ever have since we moved into the house in spring 1986, because our daughter ' left in September 1995 to live away from home and has not returned. That is a minimum reduction of seven showers, 2-3 loads of laundry, several toilet flushings, and 1-2 dishwasher loads per week. The only occupants of the house now are my husband, my ' son, and myself. It seems very unreasonable on the part of the City of Chanhassen to pursue the collection ' of this huge increase in our water bill when the occupants of the house had been continuing water usage as usual. I ponder daily what we could have possibly done to use 10 times more water than usual??? As a homeowner and consumer, I feel like a helpless ' victim who at any time could be billed for an exorbitant amount of money for something that is out of the scope of my control. If we could have some examples of what type of water usage could actually result in our average water usage being multiplied by 10, we ' would appreciate it. In the meantime, we await the documentation you told my husband last week that you would send which reportedly shows we "used the water", so that we can continue with our investigation of this matter. Sincerely, Kathleen M. Roper cc: Don Chmiel, Mayor of Chanhassen Chanhassen City Council ' UTILITY :31LL v^ 1590 COULTER DRIVE . R 0 30X '47 . • • CHANHASSEN. VINNESCT:, 553' i :11530 47` .`ti 40, IF • AFTER I PLEASE PAY 06!21i06 522.-1.J...1 CITY OF CHANHASSEN 69000UL7ERDRIVE P'+ 612.937•'900 CHANHASSEN ',1N 55317 '1i= BILLING ;,DR PERIOD ENDING r) a ; 7 l % METER READING E. ESSEDI.r-ous•.DsI 11007 PREVIOUS I PRESENT _ - ')SAGE 2751 SHI,!DPlPr_R I R!�TI SEWE[: t LT�?RM WA WATER DOUG ROPER WATER TEST � •;�.! 751 SANDPIPER TfiAi! *TO AL* 4 I ' . c EXCELSIOR. MN 55771 s ' CITY OF CHANHASSEN CITY OF CHANHASSEN : 690 COULTER DRIVE PH 6112-937-1900 690 COULTER DRIVE PH 612-937.1900 �1 c� CHANHASSEN.AN 55317 J i � _r ,i (1 CHANHASSEN. `AN 55317 311580 BILLING%CRPERIOD ENDING 1 a .. e BILLING=^RPERICDENDING 2, 0=/�-q/q5 4 i' ''�� J ME-ERREADING E.•^ESSEc •. •-0,S-0s, 'AE-=R REAGING %E.n EssED . r..ous•r.Dsi q 971? 1007 28 PPEVICUS PRESENT USAGE PRE'.ICi,S PRESET S •:: 275 TF•.F' . ��1 SArJ3ER TRAIL 2751 SANDPIPER TRAIL SEWER SEWER ".'� � 7^ 0 ' 50.60 STORM WATER 0 STORM WATER 5„()() 0.00 WATER 70..0 WATER 32.80 WATER TEST .� JAATER TEST 2..1)6 *TOTAL* 11?•70 *TOTAL* CITY OF CHANHASSEN CITY OF CHANHASSEN ' 690 COULTER DRIVE PH 612-937-1900 690 COULTER ORIVE PH 612-937-' 9CC CHANHASSEN SIN 55317 CHANHASSEN AN 55317 311580 3 —10 1 •:I� O BILLNG FOR PERIOD ENDING no ' I BILLING FOR PERIOD ENDING METERREADING rEr• ESSED'n*.aus•.osr METER READING Er..Esse3 . rous•.cs 894 925 31 925 �5j8 ! PREVIOUS I PRESENT USAGE PREVIOUS I PRESENT USa:;"c 2751 SANDPIPER TRAIL 80.60 SEWER 80.60 S E 4E 2 3 b. 8 5 STORM WATER 5.00 ' c 5.00 WATER 32.80 ST7Ry WAT. ST"IR4 2000 WATER TEST 2.00 W. TEST 124.45 *TOTAL* 120.40 tT7T4L* CITY OF CHANHASSEN 69000ULTERDRIVE PH 612-937-1900 3-101500CHANHASSEN MN 55317 B4LNG FOR PERIOD ENDING 11— 3 0-91 METER READING -.E.nREssEo , rr.a,s,rwsr 505 532 27 PRE•.ICUS PRESENT USAGE nt��i .1F � L.: v CHANHASSEN :LTcRDRIVE ?H 012-937-1900 3-1015 00 " "JHASSErj •AN 553:7 BILLNG ^: R —,CC ENOING 02-29-92 '. E-?a QFAOING 532 559 ; 27 PRE y,C._ 'cc -SENT VSAG"c SEWER 55.00 SEWER 64.80 HATER 30.10 WATER 30.10 STORM WAT, 3.22 STORM WAT. 3.22 *TOTAL* 88.32 *TOTAL* 98.12 CITY OF CHANHASSEN 69000UL'ERDRIVE PH.612.937.1900 3-101500 CHANHASSEN MN 55317 BILLING ':R PERIOD ENDING 05-31-91 ME—P READING E—ISSZO nos•+osl 458 482 24 PPE\,ICL:S PRESENT uSATE : if EEP THIS STuff' CITY OF CHANHASSEN 690 COULTER DRIVE PH. 612-937-1900 3-1015 CO CHANHASSEN, MN 55317 BILL!NG;:;:R-ERICDENDING 08-31-91 ME ER READING E—ESSED h T.Ot S..OSI 482 505 23 PRE ':C_S PRESENT USAGE SL14ER 52.50 SEWER 55.00 WATER 19.90 HATER 25.30 STORM SCAT. 3.22 STORM WAT. 3.22 *TOTAL* 75.62 *TOTAL* 83.52 KEEPTHIS C1H4 KEEIsTHISSTUEL CITY OF CHANHASSEN 690 COULTER DRIVE PH. 612-937-1900 3-1015 00 CHANHASSEN, MN 55317 BILLING FOR PERIOD ENDING 11-3 0-9 0 METER READING (EXPRESSED w TMOUSAnOS) 409 433 24 PREVIOUS PRESENT USAGE SEWER 65.40 WATER 19.90 *TOTAL* 85.30 CITY OF CHANHASSEN 590 OULTERDRIVE PH.612-937-1900 3-1015C0'HANHASSEN,MN 55317 V BILLNG F -R PEPICD ENDING 0 2- 2 8- 91 METER READING (EX-ESSED -h rwOUS,MOS) 433 458 1 2: PREVIC'-S PRESENT USAGE SEyiER 52.50 4AT ER 20. 75 STORM WAT. 5.35 *TOTAL* 78.60 CITY OF CHANHASSEEN 690 COULTER DRIVE ?H. 512-937-1900 3-10 15 00 CHANHASSEN—MN 55317 BILLING FOR PERIOD ENDING 0 5 —3 1-9 0 METER READING ---xp—SSED N -NDUSANosI 378 390 12 PREVIOUS PRESENT USAGE CIT`! OF CHANHASSEN 690 COULTER ORIVE PH. 612-937-1900 CHANHASSEN, MN 55317 3-101500 BILLING FOR PERIOD ENDING 0 p —31--Q 0 ME72P READING EZPQESSED N Tr OUSANDs1 390 1 409 1 19 PREVIOUS ?RESENT USAGE SEWER 65.40 HATER SEWER 65.40 *TOTAL* 9.70 WATER 15.65 75.10 *TOTAL* 81.05 CI -Ty OF CHANHASSEN 690 COULTER DRIVE PH' 652- �7-1900 CHANHASSEN.MN 3-1.01500 30-89 BILLING FOR PERIOD ENDING 11— r-cosANosi METER READING (EXPRESSED ^+ 326 i 347 21 46.05 SEWER 1.7.35 WATER 63.40 *TOTAL* CITY OF CHANHASSEN 690 Coulter Drive Chanhassen, Minnesota 55317 Phone: 612.937.1900 RETURNED POSTAGE GUARANTEED PERIOD ENDING Z SEWER 46.05 WATER 34.35 ACCOUNT NUMBER TOTAL DUE 3-101500` 80.40 CITY OF CHANHASSEN 690 COULTER DRIVE PH. 612-937-1900 CHANHASSEN.MN 55317 3-101500 BILLING : CR PERIOD ENCING METER READING ExPCESS6 .4 TZUSANOS) 347 378 i 31 PREVIOUS I PRESENT ! USAGE SEWER 65.40 HATER 25.85 *TOTAL* 91.25 CITY OF CHANHASSEN 690 COULTER DRIVE PH. 612-937-1900 CHANHASSEN,MN 55317 3-101500 BILLING FOR PERIOD ENDING 08 - 3i-8 9 METER READING texPAESSEo �N r OuSANosi 302 326 24 PREVIOUS PRESENT USAGE SEWER 46.05 WATER 19.90 *TOTAL* 65.95 KEEPT-.HtSiSTUB RETAIN THIS PORTION FOR YOUR RECORDS Phone: 61 •L-y31- l wuu RETURNED POSTAGE GUARANTEED PERIOD ENDING i 1 _2O—RJ METER READING '214 239 25 SEWER WATER 52 .50 20.75 3 101500 73'25 RETAIN THIS PORTION FOR YOUR RECORDS Phone: 612-937-1900 RETURNED POSTAGE GUARANTEED PERIODENDING 02-28-89 METER READING 239 261 22 PREVIOUS PRESENT CONSUMPTION ScWER 46.05 WATER 18.20 ACCOUNT NUMBER:= TOTAL DUE 3-101500 64.25 RETAIN THIS PORTION FOR YOUR RECORDS CITY OF CHANHASSEN 690 Coulter Drive CITY OF CHANHASSEN Chanhassen, Minnesota 55317 I 690 Coulter Drive Phone: 612-937-1900 Chanhassen, Minnesota 55317 Phone: 612-937-1900 RETURNED POSTAGE GUARANTEED 0 5 — 31 — 8 b RETURNED POSTAGE GUARANTEED PERIOD ENDING METER READING PERIOD ENDING 3 3 3 1 MLTEH RETUIN 1921 21 SEWER 91.20 WATER 36.90 5EWER 'RATER J�—.L V 17 U?U�QfI i Ql�j I Z d p0 1 U ��0fftC'iISSY'C: ^SRILYl dEcVn TR I CITY OF CHANHASSEN 690 Coulter Drive Chanhassen, Minnesota 55317 Phone: 612-937-1900 RETURNED POSTAGE GUARANTEED PERIOD ENDING 11-30-8 7 METER READING 731 1051 32 SEWER WATER 22 NSUMPTION 91.2 13.20 UE 109.40 RETAIN THIS PORTION FOR YOUR RECORDS CITY OF CHANHASSEN 690 Coulter Drive Chanhassen, Minnesota 55317 Phone: 612-937-1900 RETURNED POSTAGE GUARANTEED PERIOD ENDING fi i 2 q A A METER READING 105 148 43 7830 26:70 SEWER WATER 91.20 36.05 Z k _ b Channassen. Minnesota 55317 ;I Phone: 612-937.1900 RETURNED POSTAGE GUARANTEED PERIODENDING n c_111 —n NT SEWER WATER 78.30 29.25 —101500 t 1079' RETAIN THIS PORTION FOR YOUR RECORDS CITY OF CHANHASSEN 690 Coulter Drive Chanhassen, Minnesota 55317 Phone: 612-937-1900 RETURNED POSTAGE GUARANTEED PERIODENDING 11-30-86 METER READING 946 975 Z9 690 Coulter Drive Chanhassen. Minnesota 55317 Phone: 612-937.1900 RETURNED POSTAGE GUARANTEED PERIOD ENDING 0 8-31-8 METER READING a 41 71 26 SEWER 78.30 WATER 21.60 ACCOUNT NUMBER I TOTAL DUE 3-101500 1 Q9.90 RETAIN THIS PORTION FOR YOUR RECORDS �C CITY O� CHANHASSEN �6 Coulter Drive Chanhassen, Minnesota 55317 Phone: 612.937-1900 RETURNED POSTAGE GUARANTEED PERIODENDING 02-2 8—E 7 METER READING 97i 1C12 SEWER 48.20 WATER 24.15 S E w E 7F.30 WATER 30.9E RUNT NUMBER TOTAL 7 L. THIS PORTION FOR YOUR RECORDS RETAIN THIS PORTION FOR YOUR RECORDS CITY OF CHANHASSEN I CITY O9 CHANHASSEN 690 Coulter Drive Chter anhassen,Chanhassen, Minnesota 55317 rive Minnesota 55317 nesota 55 Phone: 612-937-1900 Chanhassen. phone: 312 937-1900 RETURNED POSTAGE GUARANTEED POSTAGE GUARANTEED RETURNED PERIOD ENDING 05-31-86 PERIODENDING 08-31-36 METER READING METER READING 884 908 24 8 906 946�CONSUM PREVIOUS PRESENT CONSUMPTION PTION PRESENT I PREVIOUS BAL FWD 46e08CR� 48.20 SEWER 48.20 Sc1vcR 31.80 WATER 19.90 WATER