Aqua America, Incorporated

[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] ***

May 8, 2017Dear [redacted] ,Enclosed you will find the information that you have asked that Aqua provide to you from the ERT (Encoder receiver transmitter) that is connected to your water meterPlease keep in mind that this is the new ERT that was exchanged on March 10, 2017.On this report you will see the daily consumption that registered on your water meter daily from March 21, through April 12, The transmitter sends a signal out each day at 5:a.m.If you have any questions concerning this report please feel free to contact me and we can discuss further.Sincerely,Paula FCustomer Field Services Supervisor

August 21, Dear [redacted] ***: Aqua North Carolina, Inc(Aqua) provides the following response to [redacted] ’s complaintAqua's billing cycle are monthly and [redacted] is not consistent with making his payments by the respective due dates [redacted] received a day shut off notice dated July 18, with a termination date of July 31, for the amount of $Pass due Amount: $ Reconnect Fee: $Service Deposit; $ Total amount due if service is terminated: $the notice provides detail information regarding making payments and if the service is terminated.The last payment made on the account was May 06, in the amount of $this account is in arrearsAqua does offer payment arrangement options to their customers that qualify which is also, outlined in the noticeIf you require additional information regarding this complaint, please contact me at ###-###-####.Sincerely,Alice G Regional Customer Care Coordinator

Good Afternoon This issue is now resolved The balance on the account, of $has been cleared The customer should not receive any further collections calls If you have any questions, please feel free to contact me Best Regards, Tricia P [redacted] Regional Customer Care Team Lead (Texas) [redacted] Bryn Mawr, Pa [redacted] O: ###-###-#### (ext ***) [redacted] @aquaamerica.com

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 found Ms [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 reading On 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

Aqua and its contractors operation the machinery in a manner that is required for the particular situation. Aqua is not involved in the practice of wasting resources as indicated on their cars marked "green". Aqua apologizes for any inconvenience this matter has caused. In no... way does Aqua operate under the intention of purposely wasting resources while contributing to air pollution.

In review of [redacted] ***’s account and acknowledging his high bill complaint from billing period May 26, through October 12, 2017, in the amount of $ A billing error was identified When the meter at the property was exchanged on October 3, and updated in the billing system, the meter dial configuration was not updated correctly The billing statement from May 26, through October 3, was cancelled A revised billing statement was issued from May 26, through November 10, 2017, for a period of days of service in the amount of [redacted] has a credit balance of $ An Aqua representative spoke with [redacted] on November 17, 2017, and review the account with him An explanation addressing his concerns of the high bill was explained in detail [redacted] was advised that the billing error was corrected and a revised bill was generated providing a credit balance of $ [redacted] was advised that the credit balance of $could be mailed or if he would like for the credit to remain on the account to be applied to future billing statements [redacted] requested a refund check which was mailed on November 20, [redacted] stated that he was fine with the results of the investigation An apology was extended on behalf of the companyPlease advise if you require additional information

Bills are sent to customer on a monthly basis, included with every bill is a customer service phone number that can be used for any questions or concerns Attached to my response are bills dated August 24, 2017; and September 21, Also attached to my response are the day shut off notices, the first dated July and the second dated September 22, The day shut off dated September 22, indicates a shut off date of October 5, 2017; it also states that a reconnection fee will be charged in addition to a service deposit if services are terminated The last payment posted to the customer’s account was in the amount of $and it posted on July 31, Services have been terminated for past due amount, the amount indicated on the monthly bills and due date are for current charges only The customer has requested that bills be emailed to him and none have been returned as undeliverable Water services were terminated on October 10, at 11:a.m Unfortunately field representatives are unauthorized to accept payment in the field and customers must make arrangements for payment through customer service Customer made a payment on October 11, at 12:p.mand we were unable to schedule a same day reconnection Water services are scheduled to be reconnected today October 12,

[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 has the sole authority to set and control the pressure of the water they provide through their lines The water pressure was measured at above 140psi one hour after the plumbing equipment failed We are forced to pay for their service and also, per their response, forced to pay to regulate their service, this seems counter intuitive and not customer friendly I suggest Aqua reduce the water pressure to below psi at all times and/or refund any homeowner who had to install a PRV due to gross negligence on Aqua's behalf 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 satisfactory to me Regards, [redacted]

From: Revdex.com of Metro Washington DCDate: 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]

The customer did not receive meter readings from 11/20/to 3/19/These issues are picked up on a report that is run every to monthsThe report is run to find accounts that have been estimated or have not received reads over that time periodThe company doesn't have the manpower or hours to call everyone on the reportThe company serves over 300,customers in Pennsylvania alone; therefore, it is much more feasible for the company to field these accountsThe accounts are sent out to the field and workedOn 3/21/a field service representative went to the property to get a read from the meter and possibly fix the any problems with the meterSince the remote wires were not cut and no one was home a notice was left at the property to gain accessThe technician received a read of from the remoteThis is the same as the previous readsPer the company tariff under Inspection: “All pipes, Meters, special devices and fixtures shall be subject, at all reasonable hours, to inspection by properly identified employees of the CompanyIn addition, the Company shall have the right, upon reasonable notice and at reasonable times, to gain access into the Customer’s premises for the purpose of taking water samples in order to determine the quality of the waterNo plumber, owner or other unauthorized person shall turn the water on or off at any corporation stop or Curb Stop, or disconnect or remove the Meter without the consent of the CompanyNo agent or employee of the Company has authority to bind it by any promise, agreement or representation not provided for in these Rules and Regulations.” (Page paragraph 52) Also Service may be terminated for any of the following reasons which shall constitute a violation of the Rules and Regulations of the Company: For refusal of reasonable access to Property for purposes of inspecting or for reading, caring for, removing, or installing Meters, including remote and automatic Meters and the associated wiring and connections to the Customer’s telephone line(Page paragraph subsection e) The customer called on 3/21/and scheduled an appointment for 3/25/Unfortunately there was a system error and the service order was not sent to the handheld device of the technicianUnfortunately the tech didn’t go to the property at the time service order was scheduledCynthia the Senior Representative apologized for the mishap because things do happenCynthia rescheduled the service order for 3/28/and noted that the technician should call ahead minutesThe technician went to the property on 3/28/at 2:03pmThe technician took the old meter out and the read was Afterward he replaced the removed meter with a new meterThe customer hasn’t been billed yet but, per the usage the customer is using gallons per day The customer’s usage is a little higher than the previous usageThe customer should get a plumber to check for leaksIf the customer can prove a leak (receipt from the plumber or a receipt from repairs) the company will credit the bill for the overageSince the customer was not aware of the leak through the billingAlthough the usage on the first bill is gallons per day, the billed usage on the re-bill may not be far off from the customer’s actual usageUnfortunately the company will not reimburse the customer for lost time at workMistakes happen and the company is always willing to accommodate the customerThe company can give an appointment that would fit the customer’s schedule or call the customer beforehand if requestedThe company apologizes for the inconvenience that the mishap may have caused The company asks that when customer’s receive their bills that they read them carefullyThe customer’s bill clearly shows that she wasn’t being billed for usageThe customer can always call the company dispute a bill or charges on a billWhen the customer pays the bill this is an unwritten agreement that they agree with the billingThe company is at fault for the zero usage bills but, the sole blame cannot be placed upon the company, If the customer is not reading the billsThe customer’s bills go from $61.58, $35.18, $to an even $(which is the customer charge which is billed to the customer regardless of usage.) for four monthsOn the December bill the customer’s balance is $due to the overpayment from the customer The Pennsylvania Code Title Chapter states Previously unbilled public utility service When a public utility renders a mabill for previously unbilled public utility service which accrued within the past years resulting from public utility billing error, meter failure, leakage that could not reasonably have been detected or loss of service, or four or more consecutive estimated bills and the mabill exceeds the otherwise estimated bill for the billing period during which the mabill is issued by at least 50% or at least $50, whichever is greater: (1) The public utility shall explain the bill to the customer and make a reasonable attempt to amortize the bill (2) The period of the amortization may, at the option of the customer, extend at least as long as: (i) The period during which the excess amount accrued (ii) Necessary so that the quantity of service billed in any one billing period is not greater than the estimated quantity for that period plus 50% The company will give the customer a payment arrangement if needed so she doesn’t have to pay the balance in full all at onceThe customer can access the company rates online at https://www.aquaamerica.com/customer-service-center/rates.aspx# she would simply need to insert her information in the fields requested and it will provide her the company ratesShe can also access the company tariff at https://www.aquaamerica.com/media/23352/pa-supp_130_compendium_as_of_7-1-2013.pd...⇄

June 15, 2016Dear: [redacted] You state that Aqua charged you on the wrong water meter for monthsThe water meter that you are being billed for has business units, not just your usageThe meter has been replaced but you are receiving bills with the original wrong amount and harassing calls requiring payments or the water will be disconnectedYou are requesting an adjustment for the past month of no than $per month.The response from your complaint to the Illinois Commerce Commission filed January states: The Dentist office along with the other units will need to resolve this matter internallyThe individual units did not have accounts with Aqua at the time and were not being billed for serviceThe Dentist office was originally established as the owner of the master metered account and we are not permitted to move financial transaction information from one ledger to another [redacted] will contact his lawyer in an effort to have the payments reimbursedHe understood that we can not move charges from one account to another account under these circumstancesAlthough he was not happy about paying the others unit's water consumption, he felt like he was finally getting to the bottom of the issue.I told [redacted] that I will send him the account history for the last two years and he will give this information to the lawyersI will also look at the other units water consumption and identify average usagesThis will help in the reimbursement process.If you have any additional questions or concerns, please contact me at ###-###-#### between the hours of 8:00am and 5:00pm EST, Monday through Friday.Sincerely,WDennis S.Regional Customer Care Team Lead

face="Arial"> Aqua’s position - If a customer is shut off for non-payment, they are required to pay a deposit ($85) in addition to the required balance and re-connect charge of $ Once the delinquency threshold of $is exceeded collection activity is initiated [redacted] states that she’s enrolled in electronic billing and receives correspondence via email however “shut-off” notices are mailed and not sent via Aqua Online When a customer makes a payment after the initial shut off date they should notify Aqua of payment to avoid shut off In this instance the shut off notice allowed additional days beyond the due date The notice was dated 7/15/with a “shut off” date on or after 7/27/ The FSR interrupted the customer’s service on 7/30/ Per the customer account notes, after speaking with a supervisor, [redacted] agreed to the $re-connect fee and $deposit and a service order was scheduled to have her water service restored As a one time courtesy, the $reconnect fee will be waived Copy of shut off notice sent to [redacted] attached

From: S***, Michael L.< [redacted] @aquaamerica.com>Date: Wed, May 25, 2016 at 3:16 PMSubject: Case #: [redacted] To: " [redacted] @mybbb.org" < [redacted] @mybbb.org>Cc: "J [redacted] , Richard" < [redacted] @aquaamerica.com> [redacted] ’s paperwork for a new account was approved on 6/19/15 and an... account was opened in his name. Aqua had a technician turn the water on 6/22/15. There are no notes on the account showing that Aqua made an earlier appointment. Aqua apologizes for any inconvenience this matter has caused. If the there are any additional questions, please contact Aqua’ s customer service department at ###-###-#### between the hours of 8:00 AM – 5:00 PM ET, Monday through Friday. Michael *. S*State Coordination Team###-###-####

Water meters are read each month, water and sewer is billed based on consumption The meter is read and a bill is sent detailing the water that has passed through the meter in gallons Sewer charges are based on the water consumption and is capped at 6,gallons As an example, if a customer uses 3,gallons of water the sewer charges will be for 3,gallons, if a customer uses 10,gallons of water they will be billed for 6,gallons of sewer usage Mr [redacted] used 2,gallons for the billing period of April to May 6; his bill was for 2,gallons for water and for sewer For the billing period of May to June the water usage was recorded at 7,gallons; the customer was charged for 7,gallons of water but only 6,of sewer consumption These are not arbitrary, these are the rates and billing practices as approved and regulated by the Virginia State Corporation Commission Mr [redacted] can contact our customer service at 877-987-and schedule a time for a field representative to visit his location and verify the read on his meter as being accurate

From: Revdex.com of Metro Washington DCDate: Tue, Oct 14, 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] > ---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Mon, Oct 13, at 8:AM Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] To: "[email protected]" It's nice to know the reps from Aqua admitted to not offering me the option or explain the need of the additional meter for watering purposesI,m responsible for customer service at my place of employment and unlike the great folks at Aqua my customers can quit at anytimeI obviously have no choice in regards to my water/sewer providerI'll rest easy knowing all of the corporate cats at Aqua hit all of their bonuses this year off the back of hard working Americans Sent from my [redacted]

The customer is most likely correct that he was billed for the water that the builder usedThe meter was set at zero but the water was used between 6/9/and 7/21/The read that the company received on 6/18/was and the read the company obtained on 7/2/was The consumption
between those two read was 7,gallonsI divided the 7,gallons by the number of days between those two reads (days)This would equal gallons per dayI multiplied by the number of days between 7/2/and 7/21/(19) which gave me 4,gallonsI subtracted the 4,from the read of and that equaled So I changed the start read on the customer's account to since we only bill in hundreds of gallonsThe customer should received a revised bill in a few daysAny credits the customer can call and request a refund

Aqua’s position -If a customer is shut off for non-payment, they are required to pay a deposit ($85.00) in order to have their water restored, in addition to paying the
required balance and reconnect charge ($50.00). The deposit can only be waived if the customer is shut off in errorThe date of the shut off notice was 7/8/with a shut off date of 7/20/15. On 7/22/15, *** *** *** water was shut off for non-payment in which she stated a shut off notice was never received however the notice was mailed on 7/8/and our third party collection agency contacted her on 7/17/15. In the state of New Jersey, the delinquency threshold is $100.00, at the time the notice was sent out to the customer her balance was $past due. No payment was ever made toward her account since she moved into the property on 3/2/with the first payment ever made being received on 7/29/for to restore service at her property. A medical certificate was faxed to *** *** on 7/22/and she claims it was completed by the doctor and faxed back however there is no record of it being received. In addition, a “medical certificate” is null and void if the water was already shut-off at the property. Per the account notes, a medical certificate was faxed on 7/22/the same date the water was shut-off. All charges explained to the customer and balance was accurate

As a result of a past due balance in the amount of $on the customer’s account, on January 9, a “10-day shut off notice” was mailed to *** *** informing of a ‘shut-off’ date on January 23, ( copy of notice attached). On the notice, it lists the overdue amount in addition to
the “Reconnect Fee ($50)” and “Service Deposit Fee ($85)” that we require if a service is "shut off for non-payment". Being as though this is *** ***’s first time being “shut off for non-payment” in addition to careful review of his account, it has been determined that the $deposit fee will be waived as a courtesy. The adjustment will be applied to *** ***’s account immediately