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Q. Why does the online bill from American Water tell me the bill is now available and does NOT tell me that I am on "automatic pay" from my checking account? I am on the "auto pay." I have called them three or four times and they just say that their IT department is a bit slow and they don't have the "latest and greatest" technology. My MidAmerican Energy online bill tells me that "Your bill is scheduled to be withdrawn on the date shown." My phone and television online bill tells me "No action required. You are on Auto Pay." My most recent phone call to American Water was today (Jan. 22, 2018) and after being on hold for over half an hour, I just hung up and decided this would be a good project for you to look into! Good luck! – Karen

A. We contacted Iowa American Water to find out. Lisa M. Reisen, PHR, SHRM-CP, manager, external affairs, Iowa American Water, responded:

"Karen, we sincerely regret the longer hold times you experienced as that is certainly not how we want to treat our valued customers. Our Customer Service Center has unfortunately been experiencing extremely high call volumes in recent months, and we are working hard to resolve our hold time issue as soon as possible. Our goal is always to provide our customers with an exceptional customer experience they expect and deserve. That being said, we do agree with you that having a message reminding customers they have elected "auto pay" along with providing a date their payment will be deducted would be helpful information to our customers. While that additional messaging option is currently not available to our customers, our Customer Service Center does have that feature listed on an enhancement list as we work to continuously improve our customers' experience. At this time, we don't have a specific time frame on when we may be able to implement this additional feature, but please know we are definitely working towards it. Thank you for your feedback and suggestion. It is greatly appreciated."

Q. Are there still plans to re-open the Long John Silver's/A&W Root Beer restaurant on Brady Street in Davenport in April or May? – Davenport reader

A. We contacted Nellis Management Company, Urbandale, Iowa, to find out. Audrey Veatch, executive assistant for Nellis Management Company, responded:

"We continue to move forward with this project, however a summer completion date seems most likely. We will update you as soon as we receive a more definitive date."

An early-morning fire heavily damaged the restaurant on 3:58 a.m. Sunday, April 9, 2017. The estimated damage was $100,000 to the property and $50,000 to the contents.

Ask the Times appears on Thursdays and Saturdays. You can call 563-333-2632, email ask@qctimes.com or write Ask the Times, Quad-City Times, 500 E. 3rd St., Davenport, IA 52801.

 

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