Resident complaints prompt town review after Cave Creek Consolidated Water billing glitch
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Summary
Two Call-to-the-Public speakers reported billing and late‑fee problems with Cave Creek Consolidated Water Company. Town staff said a billing‑software glitch shortened grace periods; staff will investigate late‑fee reversals and notify affected customers.
During the Oct. 7 call to the public, residents raised billing concerns with Cave Creek Consolidated Water Company account practices after a software issue shortened customer grace periods and caused at least one late fee and pink shutoff notice.
Resident Mike Raff told the council he and his wife received a pink shutoff notice and late fee after what he said were timely payments; he asked that the town restore the previous 20‑day grace period and consider eliminating the $1.10 online direct‑transfer fee and the 3% credit‑card fee. Finance staff said they discovered a “glitch” in the billing software that incorrectly reduced the grace period from the 20th to the 10th of the month, and that the town would restore the prior practice and follow up directly with affected customers.
Town staff told the speakers and council they would investigate the specific account issues, discuss possible reversal of late fees with the finance director and notify customers through the town website and social media. The finance director said she had learned of at least one other customer complaint over the weekend and that staff would review what occurred in the spring when the initial issue arose.
No formal policy or fee changes were adopted at the meeting; staff committed to follow up with the residents who raised the issues and to return with findings.
