Aqua America, Incorporated

Upon review of [redacted] ’ account there have only been two payments; leaving a past due balance each month, Aqua billing cycles are monthly and [redacted] ’ water account is in arrears because of failure to make payments by the respective due datesOn January 21, a “Day Shut-Off Notice” scheduled for February 2, was mailed to [redacted] In the event payment was not received by February 2, the amount due to avoid termination of service would be $235.48, this amount includes the following: Overdue-amount ($113.48) - Reconnection Fee- ($35.00) andService Deposit-($87.00) [redacted] did not make a payment by the due date and service was terminated on February 4, 2015, a payment was made on February 5, in the amount $ However; the reconnection policy set forth by Aqua is “next business day.” No errors were found in the fees assessed to the account, therefore; the “next business day” reconnection policy will remain in effectPlease see attachment

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Despite the fact that they have my 10-day shut off notices "on file", they've failed to send them to me every single time my water has been shut off I have received no correspondence from Aqua other than my monthly bill Regards, [redacted]

The customer contacted Aqua to state the pipes in his property was leaking and was informed that it was his responsibilityHe stated water was running out in front of the house between the curb stop and the street As a result, a request was made by the customer to turn off the water at the property on 4/22/however per the “field service representative” the customer and plumber wanted water on until they were ready to do the repairs On 4/29/15, another request was submitted to turn off water and then another request to check for a service line leak to determine if it was the customer or Aqua’s responsibility to repair Per the work order notes, no leaks were found in Aqua’s service line however it was a leak found on the “customer’s “side As a result the customer had a plumber install a new service line at his property and is seeking reimbursement for the cost however it was [redacted] ***’s decision, not Aqua, to replace his new service line The company (Aqua) service line is owned and maintained by the company (Aqua) and that line extends from the water main to the curb stop The customer’s service line extends from the curb stop to the property and is owned and maintained by the customer [redacted] ***’s claim for reimbursement for the cost of repairs made to his service line was reviewed and denied by our Aqua New Jersey superintendent

As per the customer request the credit was transferred from the closed account to the still active account The active account did have approximately four additional months of usage The credit that was transferred was not sufficient for these additional months of usage The charges are valid with the move out date of April 11, which is when the account was finalized

The account is under the name of [redacted] The customers in the Chesapeake Point subdivision received the Boil Water notice (precautionary) on December 16, 2015, via Aqua’s emergency notification system ( [redacted] ***) The notification started at noon through 2PM The Boil Water Notice was lifted on December 18, at 4:PM however; there was an internal issue and customers were not notified until December 21, I spoke with the customer ( [redacted] ) on December 23rd I explained when the notice was lift and reason there was a delay in reaching the customers in the subdivision I also advised I would pass on her feedback and provided her my direct telephone number

Tell us why here09/23/2016Attached is the copy of the meter test results and also of the letter that was mailed to the customer with an explanation of the test resultsDAS

Dear ***- [redacted] , I have researched your claims regarding sewage back up at your property on the two separate dates you stated Please see below the response for each incident January – Aqua has stated that this incident was not their responsibility because the back up to the system was caused to customers flushing items down the toilet that caused the back up to the system March – Aqua has informed you that they are responsible for this incident Aqua’s lift station failed which was the result of the backup and damage Aqua visited the property and reported sewage on the outside of the property and inside Aqua stated that there was no sewage in the lake Aqua has contracted out the repairs and the outside of the house has been cleaned However, the contractor has not been allowed access to inside the property to make the required repairs Aqua’s claims department has informed me all inquiries have been directed to your attorney Your claims case resides in Aqua’s claim department and is being discussed with your attorney as requested Once a resolution has been reached, your attorney will contact you with the outcome Please be advised that Aqua has informed you during the first incident at the property that if you installed a check valve, it would prevent the sewage back up from reoccurring If you have any questions regarding the check valve installation, please contact Aqua’s customer service department at ###-###-#### between the hours of 7:AM – 5:PM ET, Monday through Friday Sincerely, [redacted] State Coordinator

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Aqua water is not meeting the state requirement for customers served because if it were we would not have an issue with water pressure and air in the lines We have also filed a complaint with the NC State Public Utilities Commission The outcome of which has not been determined.We keep hearing the standard line company line since - "we are doing everything possible" - unfortunately nothing is changing except the numbers of customers in Aqua's customer base is increasingand Aqua continues to collect water fees from all of us without providing proper and increased water service for our needs We and other members of our community fully intend to continue to complain when the water pressure needs are not met.If this means that every time we call Aqua Water to complain that we need to file a complaint with the Revdex.com to get some type of acknowledgement or response then so be it Regards, [redacted] & [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] I'm agreeing to wait for their response even though it's after the date in which they gave, until 7-20- Giving them an extra two days Otherwise, the situation is still unsatisfactory meanwhile Business unfinished as of this date

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: This is not a responseThese are the very same documents that have been sent beforeThey have just been re-entered again to buy timeThis will be forwarded to my attorneyAQUA has committed "FRAUD" and it appears that the Revdex.com does not want to close this case out due to "FEAR" Regards, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is such that I cannot expect a decision in my favorApproval by the SCC of these rates affords me no avenue of challenge Regards, [redacted]

The customer's pressure is psiThis is the pressure for the entire areaThe company does not have the ability to lower or increase pressurePer the company tariff, In accordance with the specifications of the Company, the Customer shall install a pressure reducing valve (PRV), to be set at a pressure not to exceed the applicable limits, as follows: 1) on the domestic service line when the pressure on the Company’s distribution system exceeds pounds per square inch (psi); 2) on the residential fire service line when the pressure exceeds psi; 3) on the commercial fire service line when the pressure exceeds psi; or 4) when required in the discretion of the Company where it is believed that the pressure may exceed either limitThe Customer or his authorized agent shall check with the Company to determine whether a Pressure Reducing Valve is required prior to finalizing the design of the internal plumbing systemIn all cases, the Pressure Reducing Valve must be installed at an approved location after the inlet control valve and before the Meter, but in the case of the domestic service line an additional Control Valve must be installed between the PRV and the MeterIf the customer doesn't have a PRV he needs to install one

The Customer Consumer Report (CCR) is available third quarter (July) yearly The report is available on Aqua’s website for customers to view The notifications process for Aqua customers is based on the North Carolina State RegulationsIf there are over customers in a subdivision Aqua will send out the CCR; if the subdivision is and under customers will receive a bill message on their monthly statement under Message Center advising customer that water quality information is on the websiteA water quality report has been attached to this response A field representative was sent to the property on September 19, During the visit to [redacted] ’s property the representative flushed the water lines and found the lines to be clear and free of any residueAlso, during the course of the visit the representative spoke with [redacted] providing an explanation of the water treatment process As stated in the customer’s complaint, [redacted] filed a claim with Aqua for laundry that was damaged due to the iron in the waterAqua provided [redacted] with a bottle of “Iron Out” to assist with the damage clothing

Aqua records show Mrs [redacted] ( [redacted] ) water account doesn’t have a past due balanceHowever she received two estimate bills dated 5/13/and 6/14/Since Mrs [redacted] was billed on an estimate read, a field service representative (FSR) was assigned to visit the property and obtain an actual read and verify the meter and radio frequency device are working correctlyAqua records show the FSR arrived at the property at approximately 8:a.mThe FSR was not able to obtain an actual read and left a Day Notice asking the customer to contact Aqua and schedule to have the meter exchangedThe notice explains what may happen if an appointment is not scheduled within daysIf an appointment is not scheduled the water service may be shut off for non-accessIf the water is shut off the customer may be bill $reconnect feeAqua records show the FSR left the property at approximately 8:a.m Later Aqua records show Mrs [redacted] spoke with a Customer Service Representative at approximately 11:a.m., during the call the CSR noted the account that Mrs [redacted] was upset and the call was dropped when the CSR tried to escalate the call to a supervisorMrs [redacted] called back at approximately 11:a.m, the call was transferred to a call center managerDuring that call the manager asked Mrs [redacted] if she could provide the FSR who visited her propertyWhen Mrs [redacted] was not able to describe the FSR the manager asked if she had contacted the policeMrs [redacted] said noThe manager then put Mrs [redacted] on hold and attempted to find out which representative was at the propertyAlso Mrs [redacted] informed the manager that the CSR was not courteous, the manger explained that she would use the incident as a coaching opportunityAfter receiving the Revdex.com complaint Mrs [redacted] was contacted by Aqua’s Customer Care CoordinatorDuring that call Mrs [redacted] said she wanted Aqua to send her a certified letter explaining the meter exchangeThe customer care coordinator apologizes for the inconvenienceMrs [redacted] said if Aqua shows up to her property she will get a gun and use itAqua took Mrs***’s complaint very seriouslyAqua has notified the local police department and plans to send Mrs [redacted] a certified letter explaining the need to exchange the water meterAfter Mrs [redacted] receives the letter she may call to schedule an appointment with the appropriate departmentAgain Aqua apologizes for any inconvenienceTell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: January – Aqua has stated that this incident was not their responsibility because the back up to the system was caused to customers flushing items down the toilet that caused the back up to the systemHow can this not be their responsibility? If their system is unreliable and continues to backup in my home several times each year due to their lack of maintenance/ upgrade their system how can they not be responsible? March – Aqua has informed you that they are responsible for this incident No, I don’t believe they have taken full responsibility Aqua’s lift station failed which was the result of the backup and damageWhat is their excuse every other time it backs up in my home or my neighbor’s home? Aqua visited the property and reported sewage on the outside of the property and insideYes, this is true after I contacted the Revdex.com and the TCEQAqua stated that there was no sewage in the lakeI have video footage that shows differently Aqua has contracted out the repairs and the outside of the house has been cleaned It was not cleaned according to TCEQ standards and I again have video footage of this as wellHowever, the contractor has not been allowed access to inside the property to make the required repairs [redacted] with Aqua came to my home with a company to take a look at my home to make approved repairs by AquaThey said they would spray a disinfectant on actively wet areasIf there was an area that was wet, they were not allowed to cleanI asked them if they were going to cut the walls and carpet out that had made contact with sewageThey said noAqua had only approved them to spray a disinfectantI then asked, well are you at least going to move the damaged furniture out, spray the disinfectant and then clean the furniture until my attorney can get Aqua to remove the carpet and walls that came in contact with sewage? Again they said no because Aqua will not approve that [redacted] from Aqua was there to confirm that Aqua would not allow themAqua’s claims department has informed me all inquiries have been directed to your attorneyYour claims case resides in Aqua’s claim department and is being discussed with your attorney as requested Once a resolution has been reached, your attorney will contact you with the outcomeOk Please be advised that Aqua has informed you during the first incident at the property that if you installed a check valve, it would prevent the sewage back up from reoccurringThis again is not trueAqua had a worker at my house in the lawsuit beforeThis worker showed me a pipe and said he was installing a check valve with clean outHe said this would correct the problem and prevent any backup sewage from coming to my homeI believed himI thought he installed itIt was not until I hired my own plumber to complete an inspection that I learned it had never been installedIf you have any questions regarding the check valve installation, please contact Aqua’s customer service department at [redacted] between the hours of 7:AM – 5:PM ET, Monday through Friday I completely disagree that Aqua has even made an attempt to ensure my kids, my mother and my husband and I are safe and healthyThere is mold in my home from the consent sewage in my homeMy kids cannot play inside or outside of the homeWe all have to sleep upstairs in a room to try to breath as much clean air as we canAqua has refused to put us in a hotel to ensure our health is not at risk during this time Thank you, [redacted] ***- [redacted] Regards, [redacted]

[redacted] ’s settlement date was August 1, however; he did not contact Aqua to set up service until November 13, [redacted] contacted Aqua again on December 4, for an explanation of his first billing statement; the balance at that time was $ and it was for days of service The representative explained that the account had been back billed from 8/1/– present dayAlso; it was explained that a billing cycle is monthly and the sewer is a flat rate of $ · On January 15, an Aqua Field Representative delivered a Day Shut off door tag to [redacted] ’s property · On February 18, the sewer was plugged due to non-payment ($1,089.23) · ($1,089.23) Past Due-$Reconnection Fee-$Deposit-$Contractor Elder Valve- $ [redacted] contacted Aqua on the morning of February 25, 2015; she stated that she could only pay the past due of $ [redacted] was advised that she would have to pay $1,to have the service restored and she disconnected the call [redacted] called back later that afternoon to report that she made a payment of $414.23; the representative that received the called notated her account and set a service order to have the service restored in error After, getting off the phone with [redacted] the representative realized there had been an oversight; pertaining to the balance that would be must be paid for the restoral of serviceThe representative called [redacted] back and received the voicemail boxThe representative left a message asking [redacted] to contact Aqua because; she misinformed her about the restoral process and also, that she would need to pay the remaining balance of $ [redacted] returned Aqua’s phone call and she was informed that the representative gave her misinformation and she would be required to pay the remaining balance of $to have service restored The call between you and the Customer Service Representative has been reviewed and we will use this as training and coaching opportunities for the representative I would like to apologize for the experience you encountered and can assure you that Aqua desires to provide our customers with the highest quality service possible

[redacted] ***, The water used after you took possession of the property is still your responsibilityUnfortunately, if the builder used your water to do something you did not authorize, that would be between you and the builderThe company has all actual reads from the meterThe adjustment that the company has given is more than fairThere is nothing more that the company can do in regards to this issueYou can file a complaint with the Public Utility Commission if you feel that this is not to your likingBut according to the PUC approved company tariff, "All connections, service lines and fixtures owned by the Customer shall be maintained by the Customer in good order, and all meters and appurtenances owned by the Company and located on the Property of the Customer shall be protected properly by the CustomerAll leaks in or other deteriorated condition of the Customer’s service line or any other pipe or fixture in or upon the premises supplied must be repaired immediately by the owner or occupant of the premisesThe Company shall in no event be responsible for the condition of, or for maintaining or replacing, any portion of the Customer's service line or other lines or fixtures on the Customer's property, or for damage done by water or other matter passing through said lines or fixtures or escaping therefromThe Customer shall at all times comply with all federal, state, local and municipal laws, codes and regulations with reference thereto, and make changes therein, required on account of change of grade, relocation of mains, or otherwise." The number to the PUC is 1-800-692- Thank you,

[redacted] states in her complaint to the Revdex.com that your service was turned off and you called to confirm the payment was received Your desired settlement is to have a refund of your payment I apologized for the inconvenience of Aqua not being able to confirm payment immediatelyWhen a payment is made through a secondary payment agency (not Aqua), we are unable to confirm payment for possibly 2-business daysThere is no record on your account that your service was interruptedThe payment of $was posted to her account on August 3rdYour next scheduled meter read is August 16th and your bill will be mailed 2-days

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the cut off date mailed to me by Aqua was dated for February cutoff date not February and I called aqua March not March Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Only a portion of the grass that was damaged has been replacedThere is still new sod that needs to be replaced ASAPRight now there is just dirt on our lawn, which will soon turn into mud and again stain our driveway, forcing Aqua to pay someone again to pressure wash our driveway Regards, [redacted]