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Customers speak out after FATHOM shuts its doors

Posted at 10:33 PM, Nov 19, 2019
and last updated 2019-11-19 23:33:06-05

COPPERAS COVE, TX — Copperas Cove residents spoke out at a city council meeting Tuesday after their water provider, FATHOM, abruptly shut down.

Many customers of FATHOM lodged complaints over the years, ranging from billing issues to customer service shortfalls.

“The last three and a half years have been very difficult, and to all of our customers I want to say, I’m sorry,” said Copperas Cove City Manager Ryan Haverlah.

The city staff recommended to handle the service in-house.

“I pray that they never outsource this job ever again,” said Terri Deans, a Copperas Cove resident.

It is a solution that has garnered much support.

“There is no reason that this city can’t support itself when it comes to the water department,” said John Rachwitz of Copperas Cove.

25 News went to FATHOM headquarters last week only to find that they moved out. Some residents want to know if FATHOM could face a lawsuit.

“Let me put it this way, Fathom is going out of business because they don’t have enough money to stay in business,” said Haverlah.

But the focus remains on the future.

“This is an opportunity to provide the service that our customers expect,” said Haverlah.

City leaders advise customers to continue making regularly scheduled payments on utility accounts as they deal with the ongoing situation. 25 News reached out to the company but have not received a response.

A special city council meeting is planned for Thursday at noon in City Council Chambers. A public forum is planned for Friday at 6 p.m. at the Copperas Cove Civic Center.