American Water Resources

Review: Missed payment of 87.03 in July. Due on 11Th. Not even given a 30 day grace period. Water was shut off without warning on August 5 Th. They claimed a letter was sent, but we never received. They have our correct email, but did not use. No where on the bill or web site does it state that you will lose service if you miss one payment. In fact there are no disclaimers about late payment with the exception of 1.5% penalty on unpaid portions of bill. Thankfully there are no children, elderly or sick people in the home!Desired Settlement: Better disclosure of the terms of payment. Company should be required to notify by phone and email to increase probability of customer receiving notification of plans to terminate a necessity such as running water.

Business

Response:

Review: I am writting you on behalf of my 84 year old, widowed fahter who lives alone, I pay all of his bills and maintain his home for him. In March of this year his monthly usage jumped from 550 gallons a month to 7100 galons a month. I called severaltimes on his behalf and spoke to [redacted] and [redacted] @ ###-###-####. They sent a person out to look at the meter who reported that there was nothing wrong with his meter and that he probably had a toilet running. I replyed that the two toilets in the home were replace by us personally at least 6 months ago. Basically they told us there was nothing they could do and they were going to shut off his water in 10 days and send him to collections.I paid his bill in full today and feel like we had no other recorse except to file a complaint with you.Desired Settlement: $147.00 and to make sure my Fathers credit report is not tarnished.He is retired and counts on evey penny he gets.

Business

Response:

Review: My wife and I have been without water in our home since Friday 1/31/14. We can called the water company a total of 9 times and there is still no resolve. After calling on the 31st, it wasn't until Monday 2/3 at 10:30 pm that a technician came to our home. After being there for 10 minutes he deduced the issue as being a frozen mainline between the house and the curb. He then said he would put in a call to have a truck come out to thaw the line. After hearing nothing for a day, I called back on 2/4 to find out that the technician never actually put the call through (at least to the call center work's records) and she had to put in the service call. Again, after hearing nothing I called again on 2/6 on was told that we were scheduled to have it fixed on 2/5 and nothing actually happened. I was then told a local supervisor was contacted and that I would be contacted immediately. I got this same answer (2) more times that day with no phone call from anyone. I got the same response when I called again this morning (2/7) and so far no response. They have constantly told me they are back logged and short staffed but at some point in a weeks period one would think they could get someone to our home. A local supervisor also told one of the call center workers that "there was a customer without water for 15 days who they just reached". There is clearly something wrong here. My wife and I have been living in a hotel the last three nights and don't have the ability to do so any longer.Desired Settlement: This just needs to be fixed. I understand that this has been a tough winter but leaving someone without water for a week, even TWO, is just completely unacceptable. Be them short staffed or back logged, there's some serious negligence happening with repair work at this company.

Business

Response:

Dear Ms. [redacted],

Thank you for your recent notice regarding a complaint filed by [redacted]. Pennsylvania American Water has reviewed company records. Company records indicate the customer has contacted the company several times, beginning 1/31/14, to state that they had no water and that their neighbors had water. The customer was informed of the likelihood of a frozen meter or frozen service line, and a total of 3 service orders were issued to investigate.

On 2/3/14 a company Field Service Representative visited the premise, verified that there was no water service to the premise and forwarded the order to the company’s local Distribution crew. The customer was advised the line from the water main to the customer-owned line was frozen. On 2/5/14, a service order was issued but a company representative was unable to work the order. On 2/7/14, a service order was issued but a company representative was unable to work the order.

Pennsylvania American Water has experienced several frozen water lines during the recent extremely cold weather. According to company records, the company side of the service line at the customer’s premise was frozen. The company thawed the line and restored the customer’s service on 2/7/14. The company apologizes for the inconvenience to the customer.

Sincerely,

Collections and Compliance Representative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: In August 2014 I notified American Water that My wife and I would be moving to Georgia at the end of August. At the time I gave them an address of [redacted]. Unfortunately we were unable to get this unit and moved into [redacted]. Upon arriving in Georgia we forgot to call American Water and notify them of our new address but did call them at the first of October 2014. I called them to update them with our new address ([redacted]) and they informed me that the refund that was due us had not been mailed. They also informed me at the refund would have to be approved by 4 different departments and that this process would take up to 2 weeks. After the two weeks and upon approval the check would be mailed to us. At the end of October I called them again and they informed me that the check had been mailed. Unknown to me they mailed the check to [redacted], the incorrect address. I didn't questions where they mailed the check to because they had the correct address ([redacted]). In November I called them each week to find out the status and the second week I called they told me that the check had been returned. That's when I found out they mailed it to the incorrect address. Since then I have continued to call once a week and was told that it was in the process of being approve. In the last week of November, I called them to speak with a supervisor and was told that she would call me back. I have never heard back from them nor have I received my refund from them in the amount of $380.75. Last week I called them, December 4th, and they informed me that the check was mailed on November 14th and that I should receive it within 14 days. Which mean we should of already had the check and we didn't. Today, December 10, my daughter called and they informed her that the check had been generated today and had to go to another department for approval. I feel that I have been lied and want this matter resolved.Desired Settlement: I just want what is owed to me for having my service disconnected. Total amount due is $380.75.

Business

Response:

Ref: Revdex.com #[redacted]Dear Ms. [redacted],Thank you for your recent notice regarding a complaint filed by [redacted].American Water has reviewed company records and found that therefund check in the amount of $380.75 was mailed twice to the customer,but was never received by the customer and never cashed. As I receivedthis complaint on 12/22/14, I contacted the customer to verify they stillhad not received the check. The customer indicated they had notreceived the check. I have contacted the company’s Shared ServicesCenter regarding verifying the customer’s new address and to inquireabout a new check being re-issued to the customer.On 12/23/14 I was advised that another check would be issued andmailed via Certified Mail to the customer. I contacted the customer toinform them that they will receive the check via Certified Mail and upontheir signing for the leitter, they will also be informing the company of itsreceipt. The customer was satisfied with this resolution.Finally, the company notes this customer’s current address is [redacted] and not Pittsburgh, PA.Please let me know if I can be of any additional assistance in this mailer.