American Water

Thank you for the opportunity to respond to this complaint and resolve any questions or concerns related to this issue This customer's water was disconnected for nonpayment of sewer and garbage based on an intergovernmental agreement between the cities of [redacted] and ** [redacted] American Water is the contracted billing agent for the city of [redacted] Water was disconnected on January 22, The customer contacted American Water that same day to advise a payment had been made, and [redacted] was contacted immediately to have service restored We do not have a record of any contact with the customer again until March 18, 2014, when we received a call inquiring about the fee Both American Water and the city of [redacted] received an email copy of this complaint from the customer on March 19, After jointly discussing the complaint and reviewing the situation, we determined that the customer was due a courtesy adjustment for the $charge Because that charge is billed by the city of [redacted] it was also adjusted by the city of [redacted] and will appear on their billing statement This adjustment will not appear on any of American Water's bills to the customer I also contacted the customer on March by telephone to advise that the fee had been removed

I spoke with an associate this evening in the customer service department about not receiving my bill for December 6th and currentShe stated that due to a glitch in the system she was not aware of when they will be able to provide a new bill for the current billing periodI pay my bill early or on time every month and feel that this response due to a 'glitch' in the system is not a valid one and they should be more organized and prepared to provide prompt and accurate billing monthly as a utility companyI feel I should be able to pay my monthly bill for days each month, without having to have a bill that may be double or triple due to a 'glitch' in the system for possibly being billed for or more daysI feel some sort of restitution should be in order, for the glitch, to on time paying customers being inconvenienced for their issueThank you

Mr [redacted] is manually entering his routing and bank account numbers into our One-Time Bill Pay system each monthOn 12/10/for $158.85, the account number was entered as [redacted] The [redacted] start of this has the numbers from his actual account number transposed and is supposed to be *** This was returned from his bank as No Account/Unable to locateThis is why he would not see it on his bank's end, as the account number is not hisWhen this was returned to American Water, we reapplied the returned payment to his account along with the standard $feeOn 2/4/16, for $the account number was entered as [redacted] The account number entered ended in when the correct account number ends in **This was also returned from his bank as No Account/Unable to locateThis is why he would not see it on his bank's end, as the account number is not hisWhen this was returned to American Water, we reapplied the returned payment to his account along with the standard $feeAll of his other payments that he or his spouse entered were entered with his correct numbers of Routing [redacted] and account number [redacted] I have attached the two returned payments, along with two payments that cleared so he can see the incorrect ones entered and the correct numbers that should have been entered We would also like to recommend that he sign up for Automatic Bill Pay that is taken out every monthInstead of having to enter the information each month, he would only do a one-time set upHe would still have full control of cancelling or rescheduling the payment and would receive email notices of bills, upcoming payments etcbut once it is set up, there would be no issue of having to re-enter the information inWe are here in Customer Service at [redacted] if he has any questions about this service or we can help in any way

I have never dealt with such an unprofessional and rude company like American WaterI moved to Surprise months agoI am renting a home here and I was told that I would be paying my water and sewage bill through Epcor, which I have been doing for the months I've lived hereA few days ago I got bills in the mail from American waterI thought it was a scam or a mistake since I was paying my water through Epcor and it was the only time I had ever received anything from American WaterOne bill said I owed them for Sewage and trash and that it was late, even though I just received itThe other one was a deposit fee for over $They both said they were due in a few days even though I had just received them for the first time in the mailI called American Water the next day and my experience was horrible! I waited on hold for minutes all for Christian to answer with a "hello?" and as soon as I responded he hung up on meSo I called again, waited another mins - and Christian answers with "hello" againFirst off, what kind of company has their workers answer the phone with a "hello"It made me instantly think it was a scam!! He was so rude and unprofessionalHe couldn't give me any explanation as to why I just received these bills in the mail and information about themHis only responses were to pay them bothEvery time I asked him a question about my bill, he responded with a rude comment that didn't ever answer my questionsI had no idea if this company was legit or if it was a scam! Their website is horrible, customer service is horribleI had to look them up on here to make sure they were even a real companyFix your website and hire better customer service employees because I have never had to deal with such an unprofessional company in my life

Thank you for the opportunity to respond to this complaint and resolve any concerns regarding this issue. The meter at this customer's property was changed in July. A delay in receiving and processing that information meant that we were unable to issue a bill for the
month of August. As a result, the bill issued in September was for days; approximately two months. The accuracy of the billing period can be reviewed by looking at the billing statements. A bill was issue for the perod of June - July 10. The next bill issued was for the period of July - September 3. The day billing period does not indicate that a payment was missed, but rather that a bill was not issued. Therefore two months of charges were issued together. Regardless of when the service was used, payments are due days from the bill date. These charges are not considered late. We recognize that our customers budget to receiving monthly bills and make every attempt to bill monthly. Unfortunately in this case that was not possible. For the inconvenience, I have issued a $courtesy adjustment to the account. In addition, this customer is eligible to set up a payment arrangement for up to a month period. As long as the arrangement is adhered to, it will allow additonal time to pay the charges without penalty to the customer. For additional information on a payment arrangement, please contact our Customer Service at ***

Suffered damage due to a hail storm on 6-16- At least thirty homes in my subdivision also suffered damage Of all the homes, the three homes that had Auto Owners, including mine, had their claims denied saying there was no damage I have eight homes documenting that their various insurance agencies covered damage to their roof, siding and cars It is sad that you pay for insurance, but when you have obvious damage, they will not cover it even when two outside contractors noted damage If you have Auto Owners, I would switch immediately

Thank you for the opportunity to respond to these concerns. I reviewed this customer's account and we have sent bills in both January and February. Customers in this specific area did experience an issue where we were unable to send out a December bill. A letter was sent
advising all customers that their January bill would be for a two month period. Since that time a February bill has also been issued. This customer is correct that we have experienced some challenges in regard to a recent billing system conversion. Bills from the second half of December through the end of February were delayed, but they were sent. Customers have been given additional time to pay due tot he delays and we offered a six month payment arrangement to customers in this area because of the January bill that was for a two month period. That option is still available if desired. While we were experiencing long hold times due to high call volume, we have added staff and hours to address that concern. The average wait is now less than minutes. Calling during peak call volume periods can result in a longer wait time, however. We experience the highest call volumes on Mondays and Tuesday and during the hours of am and pm. Calling outside of these days and/or time periods will result in a shorter wait time. Please contact me with any additional concerns.*** ***Manager, Operatons and Maintenance -***,**

WARNING: Do not do any business with Auto-Owners InsuranceThis company is terribleHad house and vehicles covered with this company for more than years--good loyal customerThen the house was broken into and burglarizedSo, a claim was file for the damage and theft of property on 5/21/It is now 8/25/and still NO resolution to the claimI call weekly and leave messages for the claim rep, but my calls are not returnedI filled out all their paperwork and "Proof of Loss" forms--which you have to get notarized! Then I both emailed and snail-mailed the forms backA receptionist can confirm that the paperwork was receivedHowever, still no resolution to the claimSo, I left ANOTHER message today and am stuck waiting
Take your business to AllState or State Farm--they handle claims within just a few business days--and you don't have to get forms notarized!!!

I have been with Auto Owners for over years My agent is exceptional Every issue I have had over the years has been taken care of quickly and professionally

My vehicle was struck by a driver insured by Auto Owners Insurance The police report confirmed that the Auto Owners Insured drivers was "at fault" This occurred in an "at fault" state So, I filed a claim for the damages with the company and they made no contact with me nor have they paid for the damage caused by their insured driver

I have been very disappointed with working with Auto-Owners. A costumer of theirs backed into my parked car. It took them several days to come look at my car and I had to call them for that. Then the adjuster was rude. My car was at the body shop and he would not speak to them about what all needed to be done. In fact he used the words 'we don't do that' in regards to blending the paint. He then left without giving them the adjustment. I had to call for that too. After it was fixed I filed a diminished value claim but they state the damage was not enough. The shop fixed my car but found underlying damage. I reported this to the insurance company and they said they would check up on it and get back to me. That was several days ago and really I am just tired of dealing with them. I am tired of having to call them to get anything done.

I read the details and issues and problems with the settlement that Customers and Claimants incurred with their Homeowner and Auto Claims. I am not sure why the Claims Department ( at least the Atlanta GA ) claim department choose to follow what their Independent Adjusters tell them without ever even taking the time and initiative to clarify the IA findings to be factual.

I had a claim which went way off course based on the IA that they hired. The Claims Manager undoubtedly took the IA's report to be (investi**ted, estimated, agreed cost and would not even fathom the concept that the IA was slightly off on his estimate) I was absolutely amazed that the documentation was accepted and no other possible results were considered.

It was such a waste of money on the LAE expenses for Auto Owners. They paid an Engineer over $ 10,000, their 1st IA fees were approximately 5 to 8,000, then paid their Appraisal Adjuster fees of over $ 8 or $ 9,000 and the Umpire $ about $ 5,000.00 add all of that up.

I just wanted my house repaired after the Tornado on 4/27/2011 went right through my house.

The Claim Manager at my insistence came out to my home with his Independent Adjuster and their Engineer to meet with my Builder and my Engineer, and the lousy Claim Manager made an absolutely ridiculous ofensive "1" time "1" chance offer that very day to give us $ 700 to settle that day.

My Husband politely told him he was going to go back outside and climb back on the tractor because if he stayed within his presence and that offer, he would not likely remain very business like to him.

It cost me over $ 12,000.00 to get the money that we needed over the AOI [redacted] Claim Department's 1st estimate which was short by approximately $ 42,000.00

Any money over $ 48 to $ 59,000 they are not going to give up without a big fight. They held the money they owed me for almost 2 years. Nice little **in in their pocket in the interest over 2 years.

If I hadn't continually persued the damages they would have never offered to make the repairs as they should have initially done in the beginning.

link www.tornadohistoryproject.com

search [redacted] county ** April 27 2011 and follow the path of the Tornado at [redacted] lake you will see the path runs right on my house and the Yahoos at AOI wanted to pay $ 43000.00 + $ 700. After the Appraisal which I initiated after only unfounded denial after denial from the [redacted] Claim Manager, they paid repairs cost over approximately $ 82,000.00

But Auto Owners Ins Claims paid over $ 25,000 to fight me on the repairs.

Insurance and Police States seems to forget that they or their families may some day experience situations and they should be ashamed to go to such extremes !!!!

For What ???? Let's be Human's a**in. Let's be compassionate !!!!!

We all will be better and happier people when we look at each other as if it were our very own family in the same situation.

Just a Thought !!!!!

Thank you for the opportunity to respond to this complaint and resolve any questions or concerns related to this issue. 
This customer's water was disconnected for nonpayment of sewer and garbage based on an intergovernmental agreement between the cities of [redacted] and **...

[redacted].  American Water is the contracted billing agent for the city of [redacted]. 
Water was disconnected on January 22, 2014.  The customer contacted American Water that same day to advise a payment had been made, and [redacted] was contacted immediately to have service restored.  We do not have a record of any contact with the customer again until March 18, 2014, when we received a call inquiring about the fee. 
Both American Water and the city of [redacted] received an email copy of this complaint from the customer on March 19, 2014.  After jointly discussing the complaint and reviewing the situation, we determined that the customer was due a courtesy adjustment for the $95.00 charge. 
Because that charge is billed by the city of [redacted] it was also adjusted by the city of [redacted] and will appear on their billing statement.  This adjustment will not appear on any of American Water's bills to the customer. 
I also contacted the customer on March 19 by telephone to advise that the fee had been removed.

By far the worst insurance company I've every dealt with. The refuse to pay anything. Where is Mr. Incredible when you need him. I have multiple reports, including an independent report, showing hail and wind damage to my roof. Other homes in the neighborhood are getting new roofs, but not me. Auto Owners insists there is no damage whatsoever. What a joke. I cancelled my policy and will no longer do business with the agency that recommended them. Horrible company.

Mr. [redacted] is manually entering his routing and bank account numbers into our One-Time Bill Pay system each month. On 12/10/15 for $158.85, the account...

number was entered as [redacted]. The [redacted] start of this has the numbers from his actual account number transposed and is supposed to be [redacted] This was returned from his bank as No Account/Unable to locate. This is why he would not see it on his bank's end, as the account number is not his. When this was returned to American Water, we reapplied the returned payment to his account along with the standard $12 fee. On 2/4/16, for $84.38 the account number was entered as [redacted].  The account number entered ended in 15 when the correct account number ends in **. This was also returned from his bank as No Account/Unable to locate. This is why he would not see it on his bank's end, as the account number is not his. When this was returned to American Water, we reapplied the returned payment to his account along with the standard $12 fee. All of his other payments that he or his spouse entered were entered with his correct numbers of Routing 1[redacted] and account number [redacted]. I have attached the two returned payments, along with two payments that cleared so he can see the incorrect ones entered and the correct numbers that should have been entered.  We would also like to recommend that he sign up for Automatic Bill Pay that is taken out every month. Instead of having to enter the information each month, he would only do a one-time set up. He would still have full control of cancelling or rescheduling the payment and would receive email notices of bills, upcoming payments etc. but once it is set up, there would be no issue of having to re-enter the information in. We are here in Customer Service at [redacted] if he has any questions about this service or we can help in any way.

I spoke with an associate this evening in the customer service department about not receiving my bill for December 6th and current. She stated that due to a glitch in the system she was not aware of when they will be able to provide a new bill for the current billing period. I pay my bill early or on time every month and feel that this response due to a 'glitch' in the system is not a valid one and they should be more organized and prepared to provide prompt and accurate billing monthly as a utility company. I feel I should be able to pay my monthly bill for 30 days each month, without having to have a bill that may be double or triple due to a 'glitch' in the system for possibly being billed for 60 or more days. I feel some sort of restitution should be in order, for the glitch, to on time paying customers being inconvenienced for their issue. Thank you.

Thank you for the opportunity to respond to these concerns.  I reviewed this customer's account and we have sent bills in both January and February.  Customers in this specific area did experience an issue where we were unable to send out a December bill.  A letter was sent...

advising all customers that their January bill would be for a two month period.  Since that time a February bill has also been issued.  This customer is correct that we have experienced some challenges in regard to a recent billing system conversion.  Bills from the second half of December through the end of February were delayed, but they were sent.  Customers have been given additional time to pay due tot he delays and we offered a six month payment arrangement to customers in this area because of the January bill that was for a two month period.  That option is still available if desired.    While we were experiencing long hold times due to high call volume, we have added staff and hours to address that concern.  The average wait is now less than 5 minutes.  Calling during peak call volume periods can result in a longer wait time, however.  We experience the highest call volumes on Mondays and Tuesday and during the hours of 10 am and 4 pm.  Calling outside of these days and/or time periods will result in a shorter wait time.  Please contact me with any additional concerns.[redacted]Manager, Operatons and Maintenance -[redacted],**

Thank you for the opportunity to respond to this complaint and resolve any concerns regarding this issue.  The meter at this customer's property was changed in July.  A delay in receiving and processing that information meant that we were unable to issue a bill for the...

month of August.  As a result, the bill issued in September was for 55 days; approximately two months.  The accuracy of the billing period can be reviewed by looking at the billing statements.  A bill was issue for the perod of June 5 - July 10.  The next bill issued was for the period of July 10 - September 3.  The 55 day billing period does not indicate that a payment was missed, but rather that a bill was not issued.  Therefore two months of charges were issued together.  Regardless of when the service was used, payments are due 21 days from the bill date.  These charges are not considered late.  We recognize that our customers budget to receiving monthly bills and make every attempt to bill monthly.  Unfortunately in this case that was not possible.  For the inconvenience, I have issued a $50 courtesy adjustment to the account.  In addition, this customer is eligible to set up a payment arrangement for up to a 6 month period.  As long as the arrangement is adhered to, it will allow additonal time to pay the charges without penalty to the customer.  For additional information on a payment arrangement, please contact our Customer Service at [redacted]

American water enterprise has THE WORST customer service I have ever seen. Their "computers" seem to cause all the issues or so they say. My issue with them started on day one of moving to surprise Arizona. Started an account with them when I moved to my home after a couple of months and no water bill I called them and find out they had never started my account when I called. Then their "computer" fails to bill me for water usage from March, then they slap me with a $232 back bill because it's my fault. When I confront them about it they blame the "computers" and the city of surprise. I am amazed at their incompetence, and ignorance. They need to go ahead and step down from providing surprise their incompetency and hand over the water to a real business.

Their system is sloppy, they know they've had several issues in the past. I had auto-pay and they cancelled it, but couldn't tell me why when I called. Which is when all this crap with the returned payments started.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,