Aqua America, Incorporated

On July 19, 2016, Mrs [redacted] contacted Aqua’s customer service center to report a leak at the meter box A service order was generated for a field visit On July 20, 2016, an Aqua representative visited the property and confirmed that there was a leak present It was determine that the repairs would need to be completed by an outside contractor The process for notifying the contractor began on July 20, When a contractor is involved with completing repairs, there can be a waiting period depending upon the contractor’s workload The leak at the property was repaired on July 29, The repairs to the lawn will be completed by the end of business August 12, An Aqua representative made an attempt to reach Mr [redacted] on August 10, 2016, to advise that repairs to the lawn will be completed on August 12, There was no answer and a voice message was left On behalf of the company an apology is extended to Mr [redacted] Please advise if you require additional information

[redacted] contacted Aqua on October 15, to have water service put in his nameHe was advised to provide a copy of his lease and two forms of identification because; the meter shows water usage at his address without an application for service on record Aqua received the lease on October 16, however; it was denied due to key components that are needed for verification was missingThere was no contact number provided, the two forms of identification were missing, there was not a start date on the lease and no signatures pageA denial letter was mailed out to [redacted] on October 16, the letter explains why water service was denied The water service was terminated on October 26, for theft of service [redacted] contacted Aqua and he was advised that the service was terminatedHe was also, advised that his application for service had been deniedThe representative advised [redacted] the reason for the termination and, she also told him what paperwork he would need to refax in order to have the water service restored On October 27, 2015, Aqua received the requested information and his water service was restored on October 28,

[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 spoke with the Meter Operations supervisorI was told that, had there been someone at the property when the FSR came to inspect the property they would have left an application/day notice to start serviceBut, since there was no one available and the meter is registering usage, the FSR would leave a day noticeThis is because there is usage without a contractI pulled your original call from 8/13/when you spoke to the CSR regarding the day shut off noticeI don't hear where you asked for an email to send the required documentation to the companyThe first time I show that you requested the email address was on 8/19/The representatives that you spoke with on the 19th did give you incorrect information and I will address that with their supervisorsYou were then given the correct information by the supervisor on 8/21/The company apologizes for your inconvenience during this processUnfortunately the company can't contact you if we don't know that you are there or who you areThe company didn't know that anyone was in the property until the township called for water info to bill sewerThis is when the company created the turn off and block service orderThe information for each utility that you are responsible for should have been given to you at settlementThis is not something that the company can control since, the company is not able to place a lien against the property and doesn't go to settlement with you

[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: Incomplete description of message with respect to high water usageThe complete message suggests that if water usage does not match with unusually high water usage reflected on bill that they recommend checking for water leaksThey have their technician state to customer that the company is available 24/and that you should contact them prior to calling a plumberGiven that customers cannot obtain a live person to speak with when calling in and you are also unable to leave the company a message, waiting for 2-days to check for leaks is unacceptable, especially given the water damage that a leak of that magnitude can cause 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because of the following reasons1) You haven't provided any explanation on why you did not respond and try to resolve this issue when I reported this issue to your codirectly twice 2) You haven't provided details on why there is a discrepancies / adjustments in the reading between the 1st and 2nd response sent by you earlier3) Builder was using this connection before it was transferred to my name so why reading was not taken on 7/2/when it was transferred to my name Regards, [redacted] ***

On April 30, 2016, Mrand Mrs [redacted] received a high bill for services rendered from March 23, to April 22, in the amount of $ Prior to contacting Aqua regarding the high bill the customer contacted a plumber to check the property for leaks No leaks were foundMs [redacted] contacted Aqua’s customer service center on May 2, and told the customer service representative that she had received a high bill, she also advised the representative that she had a plumber out and that he found no leaks at the property An appointment was set up for May 3, to have a technician visit the property to obtain a check reading The technician went out to the property and confirmed that the reading taken on April 22, of was incorrect and the reading he obtained on May 2, of was the correct readingOn May 4, Ms [redacted] forwarded an E-Mail to Aqua in reference to the incorrect reading and charges She was advised that the bill was cancelled and rebilled on the correct reading obtained on May 2, She was advised that a corrected bill would be generated within a week A bill was generated on May 5, for services rendered March 22, to May 2, a period of days in the amount of $ which is due May 27, Aqua does not reimburse customers for plumbing bills When the customer receives a high bill a HIGH BILL ALERT message appears on their billing statement stating” your usage appears higher than normal” If customers need additional information, they are provided with Aqua’s customer service center telephone number and or suggest that the customer visit the Water Smart section on www.aquaamerica.com

[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:Aqua Regional Customer Care Team Lead Dennis S [redacted] 's letter dated August 9,states "once all of the changes have been completed I will forward a corrected bill to you." Requesting one weekIt is August 21st and see second attachment the bill is still inaccurateNote May 16th meter read in water usage history chart is inaccurate therefore stating on bill"amount owed from last bill $899.59"In his letter he states " you have not listed any desired settlement" I only requested a correct billI'm requesting removal of that meter read dates May 16th as it is NOT RIGHTPlease see first attachment, notice dated June 28th, from the water meter having been removed stated end gallon use as of that date 8,gallonsAqua NEEDS to calculate my bill from last actual meter read from a technician inside the home dated 5/12/as 5,gallons to the date 06/28/date of final read 8,000gallonsI have attached a current meter read as of today 08/21/2016, 2,gallons used since the installation of the new meter on 06/28/ I would expect a large corporation to shoulder some responsibility for their "contracted company" instead of displacing their accountability in the matter Regards, [redacted] ***

From: Revdex.com of Metro Washington DC Date: Thu, Aug 27, at 10:AMSubject: Fwd: AquaTo: [redacted] < [redacted] @myRevdex.com.org> ---------- Forwarded message ----------From: < [redacted] @ [redacted] .net>Date: Wed, Aug 26, at 5:PMSubject: AquaTo: [email protected] Hello , This is [redacted] following up in regards to complaint filed in regards to Aqua Pennsylvania, IncFiled on 8/21/(Friday).Aqua has since " robo called" about an important message on monday eve 8/24/and morning of 8/25/Also received a shut off notice on 8/26/and called them in collectionsSpoke to Destiny she just wants full paymentInformed her I have been in dispute with this bill since 7/15/She did not want to discuss further offered to let me speak to supervisor transferred me to extension it picked up for a William and said mail box full, offered options of transfer press that rings a number of times then stops and disconnects Am still looking for any help to this fraudulent billing that has started this processThis company does not seem to want to deal with issues that arise other than customer must payThis should be added to my previous complaint as it just seems to grow.Thank you, [redacted]

Aqua representatives were at the property on Wednesday, February 7, The service line before the meter had a small leak that had not surfaced during the previous visit [redacted] ’s septic system failed and required significant drain field extensions which covered his entire yard The soil in the yard stayed saturated and does not absorb water well especially during the extremely wet weather the state has experienced over the past few weeks (rain, snow, freezing temperatures) which made it extremely difficult to locate a small leak in an already saturated yard The leak was repaired on February 7, We hope our customers understand that sometimes the weather can have a major impact on daily operations On behalf of the company, an apology is extended to [redacted] for the inconvenience

A day shut off notice was mailed August 18, for August 31, in the amount of $ [redacted] contacted the customer service center on September 1, 2015, at 2:PM the representative advised that the service had been terminated for non-payment (September 1, 2015)The representative advised that a payment was posted on the account “unable to locate” It was documented on the account that a payment was made but did not post to the account due to a processing error, via online process “unable to locate” [redacted] stated to the representative that he should have been notify that the payment did not go through It is not the company’s responsibility to follwith a customer that a payment did not process The company is required by state regulations to forward a termination notice days prior to termination The notice was mailed on August 18, If payment is not received, the notice states service will be terminated and in order to have service restored, the past due amount, reconnect fee and deposit fees must be paidTermination of service took place due to not receiving payment by the due date [redacted] attempted to make a payment with the customer service representative however; the card declined, payments were made on September 1, 2015, in the amount of $and $ A service order was processed to have the service restored the next business day, September 2, Company procedure is once payment is made the service will be restored hours after payment is received The service was restored on September 2, at 2:PM Understanding that [redacted] attempted to make a payment prior to termination, it is unfortunate that there was an issue when he attempt to make payment via the online process However; the notice clearly stated if payment is not received prior to termination the customer is responsible to pay all fees associated with having the service restoreAqua North Carolina is in compliance with state regulations to assess a reconnection and depost fees to an account if the service was terminated for nonpaymentPlease note that the past due amount of $was for services rendered June 19, through July 20, which was due August 11, For your review attached is a copy of the day termination notice Please advise if you require additional information

[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: On December 26, 2014, no Field Representative visited my residence, The Field Representative was not customer oriented at all, very rude, unprofessional and no messages were left I was there on the December 2014, and no one showed to install the new meterLike I have stated previously, I have been in and out of the hospital, and a friend of mine could not be there due to her working in a hospital because her schedule varies This is one way of Aqua covering themselves saying that the Field Representative showed and left messages and totally disregarding what I have previously stated about being in and out of the hospital due to health reasons Aqua Incorporated thinks that their customers are totally stupid and we are supposed to fall at their feet and say that they are always correct in everything that they do!!! No one cares about anyone today,, it is about, How much money can I make? I also previously stated that I pay my bills on time and Aqua Incorporated sends me a threatening letter that Aqua Incorporated will shut off my water if I don't let someone to install a new meter and I am supposed to accept their response to their letter that was directed to me!!!! I don't think so at all!!!! The [redacted] should have never granted Aqua Incorporated a rate increase for the water!!! Regards, [redacted]

The address the company has on file is [redacted] ***, PAThe company doesn't have a [redacted] ***, PA in our systemThe [redacted] address appears as a billing address on [redacted] ***, PAIf the applicant is indeed the new tenant at [redacted] [redacted] ***, PA., the applicant would need to provide his identification, lease and or settlement papersTo date the company has not received the required documentationIf the customer is having a problem sending the paperwork, he can fax it directly to [redacted] at ###-###-####The previous balance on the account is over $5,and the company wants to ensure that the applicant is not the former customerCustomer's who accrue a large balance often try to change the name on the account in order to avoid paying the balance Once the lease and the identification is received the company will process it immediately (normally a 24-hour process)Also the service was found on without a contractThe service was teminated on 2/27/Once the company found the service on it was turned back off

[redacted] lease was effective as of March 1, [redacted] did not contact Aqua until March 25, to set up new service, after the water was shut off for non-payment for the previous tenant [redacted] was advised by the customer service representative that because, there was a balance left on the account from the previous tenant, Aqua will require him to provide a copy of his lease and two forms of IdentificationThe customer service representative also, advised [redacted] of the processing timeframe which is to hours to setup a new account MrLecher did not agree with this processing time so, he asked if he could speak with a supervisor The representative transferred [redacted] to a senior representative; the representative gave [redacted] her fax number and advised him to fax his lease and two forms of identification to her The senior representative advised him of the time frame for processing new service On March 26, [redacted] contacted Aqua to follow up on his service request to have service placed in his name at the property The representative advised [redacted] that his new service request has not been processed, and reiterated that the processing time frame of to hours To resolve the customer’s complaint [redacted] was contacted on April 3, by an Aqua representative to address his concerns and to expediting his request The representative confirmed the property address, if [redacted] was still without water, and did he received confirmation of his fax to AquaThe representative explained the reason for delay is that the lease and forms identification had not been received It was suggested that he e-mail the required documentation to expedite his request [redacted] e-mailed the lease and identification to the representative and the service request was processed and the service was restored on April 4,

[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:In no way are these results legitimatethe percentages don't match the values you posted there (ON THE SAME PAGE MIGHT I ADD), either because somebody doesn't want to do math, or they didn't use significant figures which also causes the results to not line up/be legit, or you are arbitrarily putting numbers down because you don't want to fork over the money you are stealing from meIf this doesn't make sense to you, the read before using exactly CF of water was 186534, and it went up exactly units according to the page to That is an increase of CF when we use CF of wateryour percentages are written as 101.5%, which 2/is 100%The data is wrong and your test illegitimateSo, give me my moneyThis is a ridiculous scam where the company is clearly either incapable of testing, or just not willing to admit a clear fault in their outdated equipment Regards, [redacted]

Tell The customer called in to get his water turned back on after it was disconnected as he missed the payment. CSR mistakenly told the customer that we would turn on the water the same day as the customer called in which was March 17, 2017, the customer called in at 4:00 PM and the CSR is located... in our Kankakee Illinois office which is an hour behind.The CSR then called the customer back to advise that the turn on fee may be as high as $155.90 if the tech cannot get to the property during regular business hours. Which at the time the service order was scheduled it was already after hours in Ohio.The customer disputed this charge and scheduled to have the water turned on March 20, 2017 to avoid the after-hours fee.The water was turned on March 20, 2017. I have refunded the fee as I feel that this was an honest mistake by the CSR but the customer was inconvenienced for the weekend. Had the customer been made aware up front that there would be an after-hours fee, it would have been different. Fee refunded, customer notified by phone and voicemail left for customer on March 24, 2017 at 4:42 PM us why here...

From: Revdex.com of Metro Washington DC Date: Fri, Jan 27, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] *** < [redacted] @myRevdex.com.org>---------- Forwarded message ----------From: [redacted] < [redacted] @***.com>Date: Fri, Jan 27, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com Evidently I did not direct my complaint too the right companyI felt that since Aqua recommended [redacted] to me that they would monitor them and handle this complaint My main issue is that [redacted] told Aqua that they found no problems, but the next day my plumber found the problem Total plumbing (sent by [redacted] ***) would not tell me anything but said for me to call Aqua, that sounded strange to me like they wanted nothing to do with the problemLater our housekeeper said she has heard the noise I’m sorry that may hearing aids did not pick up the running water I would feel better if [redacted] or Aqua would pick up my plumbing bill

7/5/& 7/20/the CSRs stated they would set up appointments to have the meter inspected, however, the CSRs failed to make the appointments as Aqua has no record of the work ordersThese errors were the cause of customer having their water turned offAqua takes full responsibility for being the cause of the water being turned off and customer not being moved inAqua apologizes for any inconvenience the matter causedThe supervisors were notified for additional trainingThe equipment has been fixed as the RF device has been replacedThe remote reading device (RF) transmits the reading from the meterIf the device is damaged or missing, it will not report the actual reading from the meter but instead report zero readsThe meter is working correctly, however, the transmission of the information was not working The customer was not charged a reconnection fee

The customer received zero reading during separate periods, from 7/- 2/and 6/- 9/ During the first period Aqua visited the property and the technician reported there was a dirty connection with the wire and he cleaned them to alleviate the problem The remote reading device (RF) transmits the reading from the meter The wires on the RF were dirty therefore, not allowing it to report the actual reading from the meter but instead report zero reads The meter was working correctly, however, the transmission of the information was not working.During the second period, Aqua did not report any issues with the equipment but did replace the meter The technician obtained an actual read from the meter Sometimes the RF will not transmit if there is an object blocking it or some other form of interference.On both occasions Aqua rebilled the customer for actual water usage which they are permitted to do No adjustments will be granted to the accountThe customer is currently on a payment arrangement to help pay this bill

In review of [redacted] ’s account, I have confirmed that Aqua North Carolina provides water service to the property located at [redacted] **, Fayetteville, NCDuring my investigation I found that PWC (Public Works Commission) located at [redacted] ***, Fayetteville, NC ###-###-####, were installing sewer lines in the [redacted] subdivision where [redacted] residesAn Aqua representative visited the property on June 14, 2016, to assess the customer’s property (yard) The work that took place at the property was not performed by Aqua, North Carolina It is my suggestion that [redacted] contact PWC (Public Works Commission) office to report the damages and repairs needed that she is requestingI have also confirmed that Aqua’s water meter is located in the front yard There would be no reason for a representative to perform any work in the customer’s back yard This has been confirmed with the area field supervisor Based on the information from the area supervisor, Aqua is not liable since there were no projects / installing of mains being performed by Aqua North CarolinaIn regard to the water usage that [redacted] references, I have reviewed the billing statements dated April 14, and May 13, 2016, which indicate that the usage appears higher than usual which could have been triggered by the work done at the property Aqua does have an internal policy to provide customers with a courtesy leak adjustment toward the highest bill rendered providing that the necessary documentation is provided [redacted] is eligible to receive a onetime courtesy adjustment in the amount of $toward the April 14, 2016, billing statement This is a courtesy adjustment that is offered by the company and is not mandated by state regulationsIt is my understanding that [redacted] has spoken to a representative at Aqua I will provide this information and request that a folltelephone call be made to the customer Please advise if you require additional information