Water board waives a fee for account

In a 3-2 vote Tuesday, Creston Waterworks Board waived a $120 fee related to the board’s deceased account holder policy for a women who has taken over such an account.

The action was taken Tuesday after Creston City Council member Kiki Scarberry questioned the board’s policies and communication. Scarberry is also a realtor.

Board member Melissa Driskell made the motion to wave the $120 fee. Board members Mark Eblen and Michele Thatcher also voted in favor. Members John Tapken and Ann Levine voted no.

Carrie Schuler and Terry Wetzsteon met the board about being charged $120 for a new account and a $50 name transfer fee for property in the 800 block of South Birch Street. They were part of notifications by the board for a new policy approved last month for continuing accounts after the person on the account has died.

Schuler said her mother died in 2009 and she notified all utilities. She did receive a letter from Creston Water and its deceased account rule. After the death, she claims she was not informed of having to make an appearance to Creston Water then to pay $50 to change the name on the account.

“I assumed it was just done; 14 years ago. Sounds like there is a current problem,” she said.

Schuler said nothing has changed about how the water has been paid used at that property.

“I don’t understand the reason for the $50 for an existing account, same address, same phone, same banking account, same auto withdrawl. It’s the same. I know you have contact information as last year you called me about water usage,” she said.

Schuler said she understands how deposit are used for new accounts and new residents.

“But we are neither of those people,” she said.

Schuler claimed the letter she received threatened to have the water shut off is she did not comply.

“I’m a paying customer for 14 years. I should not be required to give you a $120 deposit as a 14-year auto pay record should speak for itself. The security deposit should be waived,” she said.

The board approved the deceased account policy to prevent a person from moving into a property with the water still in the deceased’s name. The person potentially does not pay the water bill and then leaves the property as the water board has no recourse for the person who created and did not pay the outstanding bill. Creston Waterworks used legal records to determine account holders who are deceased for the letter.

Wetzsteon questioned the board’s strategy for policy creation.

“Policies are constructed with reasonable cause, with good intentions of creating framework around business that can be conducted fairly and constructively. It’s virtually impossible to create policy which are all encompassing. Such policies are a burden and difficult to understand and even more difficult to enforce,” he said.

He added using the deceased account policy against someone who has been a paying customer for multiple years with no late payments and the board had to do nothing different to continue receiving the money. “It doesn’t exhibit one iota of common sense.”

Board president John Tapken said he feared setting a precedent.

“If we alter policy, we alter it permanently,” said board member Mark Eblen.

Board member Melissa Driskell said she is willing to hear a person’s explanation of their situation.

“If someone comes in takes a stand to state their case, I would think we could look at an individual basis rather than having to change the entire policy,” she said.

Ebeln continued in favor of waiving the $120.

“But not open a box of now everyone coming to our door and wanting their $120,” he said. The board was informed by water staff others who received the same letter, and have been longstanding account holders, have paid the fees.

“We changed that policy to catch that stuff and to get it stopped when we are aware of it and some things we are not aware of,” Eblen said.

Schuler will still pay the $50 transfer fee.

“My guess is Kiki’s letter is only the tip of the iceberg with what every realtor deals with in this town,” she said.

Scarberry encouraged the board to improve its customer service strategy and make policy and procedures even more efficient and accessible to account holders. She suggested having more policies on the waterworks’ website.

She said she knew of a property where a contractor damaged the water shut off. Waterworks was informed of the damage as the contractor was told the account at that property was delinquent. The contractor was informed to not repair the shut off.

“The contractor was trying to fix their mistake, but still not allow the water,” Scarberry said. “The contractor paid the delinquent account to fix the water. I think we can work together a little bit better.”

Scarberry said many people don’t turn in their complaints about water as they just “move on.”

In other waterworks news....

Board member Thatcher submitted her resignation to the board citing conflicts with her IPERS account. Her term began in January. She also will retire from Creston Community School District. Dave Wynn has been approved by city council to replace Thatcher. Wynn was in attendance Tuesday, but not as a board member. He will fill the rest of the term to Dec. 31, 2028.

Ali Brown, daughter of Creston Waterworks employee Rodney Brown and wife Dawn, was awarded a $2,000 scholarship from the Iowa Rural Water Scholarship Trust. The trust was established to recognize and assist Iowa Rural Water Association members’ children in their pursuit of higher education. She plans to attend Missouri Western State University and major in nursing and nurse anesthetist.