STATE OF FLORIDA - Public Service Commission

ORDER NO. PSC-12-0102-FOF-WS
DOCKET NO. 100330-WS
PAGE 40
witness Rendell explained, this Commission considered consolidation of small systems.
Consolidation allows for synergies between a utility and companies that provide products and
services, which then allows the utility to provide service at a reduced cost, sharing Of PeISOMel,
and a greater number of customers over which to spread costs. Witness Rendell suggested that
AUF is better equipped than a small utility to attract sualified personnel and to obtain Snancing
in order to address compliance concerns. Thus, he concluded that AUF customers do not
experience as significant an impact as custom& of a small utility when AUF receives a rate
inclrase.
OPC witness Dismukes cited the testimony of numerous customers who expressed their
complaints about water quality and objections to any rate increase. She stated that customers
complained about their inabiity to collsume the water, health wncems, and the additional
expenses incurred unjustly due to purchases of bottled water and water flters. Furlher, witness
Dismukes te.sti6ed that customas have found theii use of the Utility’s water to be inconvenient
and embarrassing. OPC witness Vandiver also emphasized that customers find it objectionable
to use the water for cleaning and bathing. In some systems, she further alleged, customers have
found the odors emanating from the wastewater plant and inadequate disposal of wastewater to
be objectionable.
YES witness Kurz referenced complaints &om Arredondo Farms residents reted to,
among other issues, the quality of the water. Several residents clahed that: the water often
smells like bleach; they do not consume the water due to its foul taste; the water is hard and
requires special cleaning agents to remove stains from surfaces; they purchase bottled water for
consumption; they use water filtration systems; they boil water prior to use; the water has made
their children ill, buildup of sand and calcium in water lines has caused low pressure and
necessitated cleaning and replacement of lines, water heaters, and other appliances; and the lack
of fluoride in the water has caused dental issues. Residents purchase water for many household
uses, such as food and kerage preparation, pet care and consumption, personal hygiene, and
general consumption. Witness Kurz contended that residents do not feel they are receivkg a
quality product, given AUF’s rates and the expenses they bear in purchasing bottled water and
resolvhg maintenance issues. Additionally, she referenced complaints of high bills at vacant
homes, high bills due to backbilling, and poor customer service from AUF’s call center.
YES witness Starling testified with respect to several issues encountered by Arredondo
Farms and its residents, including a main break that flooded a community playground, the
removal or demolition of mobile homes by homeowners due to their inability to continue
residing there or their inability to sell their homes, sediment accumulation in water heaters and
damaged heater elements, sediment accumulation in water limes that result in little to no pressure,
and sewer backup incidents. She provided photographs to emphasii the impact of these issues
on the community. She further confirmed that she has encountered obstacles in her attempts to
assist residents with their AUF-related issues, such as dif6culty in establishing payment plans,
rude CSRs, and AUF’s lack of a StreamLined customer service process that causes calls to be.
transferred among departments in order to achieve a resolution. Similarly, witness Km
described that when she worked on a customer’s issue, she contacted the Utility’s call center,
spoke with members of Am’s managemat team on several occasions, and was repeatedly