Aqua America, Incorporated

Your meter has been sent for testing. If the meter tests as accurate you will be responsible for the water charges. If the meter tests inaccurate and adjustment will be made to the account accordingly.You may contact customer service mid October for the results

A day shut off notice was mailed on September 6, for September 20, for $193.62. The notice states if the $is not paid by September 20, service would be terminated and the customer would need to pay $past due amount, $reconnection fee and $deposit
fee. A payment posted to the account on September 22, in the amount of $104.90. The service at the property was terminated on September 20, 2017, therefore; in order to have service restored the reconnection fee of $and deposit fee of $would need to be paid upfront in order to have service restored. Once the payment is received, the payment is posted to the account however; those fees are not itemized on the account until after a service order has been completed by our field representative and service has been restoredThe customer is not billed twice for the fees. The fees are collected prior to restoring of the serviceOnce the work order has been completed the account is billed those feesI have attached an account history that outlines payments that have posted to the account. When customers make online payments through their bank, those payments are forwarded to the company based on the date the customer specifies and the customer must take into account that there could be a timing issue depending on when the payment is made online. Customer are encouraged to notify the company in advance if a payment is going to be made online so the account can be documented to avoid situations such as termination of service. Unfortunately, the reconnect fee of $and deposit fees of $can’t be waived. When customers receive the shut off notice, it clearly states what needs to take place to avoid termination. The company has no idea that a customer has made an online payment until the payment post to the account. Customers are encouraged to reference all correspondence that is mailed to the property especially shut off notices. There is a section that outlines to the customers what steps they can take to avoid termination of serviceAfter review of the attachments, please advise if further information is required in response to this customer inquiry

*** *** *** filed a complaint with the Revdex.com on August 2, 2017, in regards to the water being shut off for a non-payment*** *** states in her complaint that Aqua North Carolina shut off her water without providing notification. A 10- day - Shut Off Notice was
mailed to *** *** on July 18, 2017, stating service would be terminated August 1, 2017, for past due amount of $96.83. The shut off notice also states if payment is not made prior to August 1, 2017, in order to have service restored a reconnection fee of $35.00, deposit fee $plus past due amount of $would have to be paid in full to have service restored. The notice also states customer should contact the business office if interested in setting up payment arrangements to avoid termination of service. The customer did not contact the business office until the day the service was terminated. The past due amount of $was for service rendered May 12, through June 14, 2017, with a due date of July 10, 2017. Aqua mailed both the monthly billing statement and shut off notice to the property address and has not received notification from the United States postal service of returned mail On August 2, *** *** contacted Aqua’s customer service center stating that a technician was at her home to shut off service. The technician terminated the service at the property due to non-payment. The technicians are not allowed to take payment from customersOnce the service has been terminated, the customer is responsible for past due amount, reconnection and deposit fees as outlined in the shut off notice. Service was terminated at the property on August 2, at 10:AMThe representative advised that since the service had been terminated, she would need to pay past due amount plus reconnection fee $and deposit fee of $87.00. Later in the morning 11:AM, *** *** contacted the customer service center provided confirmation #*** of payment in the amount of $ Internal policy is to restore service within hours from the date and time payment was made. The service was restored on August 3, 2017. *** *** stated she was “without water for more than hours”August 2, a Field Service Representative reported that service was disconnected at 10:45AMShortly afterwards Aqua received a payment from *** *** for a reconnectionTherefore, an FSR was dispatched on August 3rd, whom reported of services being reconnected at 7:04AM, thus completed before the 24-hour window The monthly billing statement and shut off notice are attached for your review. Please advise if you have additional questions or need addition information to support company’s position

June 15, 2016Dear: *** ***You state that the Customer Service Representative continually said that you don’t live at this address and Aqua would not accept my paymentBut you have previously paid the water bill with AquaYour water was turned off due to non-payment in October.I apologize
for the delay in responding to your complaint with the Revdex.comUnfortunately your service was disconnected due to non-payment on June 26, and you were moved out because of non-payment as of July 16, At this point you were not an active customer.The payment of $was received October 26th which allow you to be moved back in and have your service restored.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

*** *** contacted Aqua North Carolina regarding her water services being terminated on September 3; *** *** stated that she mistakenly mailed her payment out to her previous water utility company
"> *** *** stated that she did not receive her termination notice but, she received her actual billing statementThe representative informed *** *** of the difference between a billing statement and a termination notice The termination notice was mailed August 19, with a due date of September 2,
*** *** made a payment of $Past Due: $Reconnection Fee: $Service Deposit: $ *** *** was advised that Aqua policy is to restore water on the next business day once payment has been made
Understanding that *** *** mistakenly mailed the payment to the wrong utility company Aqua will allow the deposit to be waived as a onetime courtesy The customer will be notified that the deposit has been waivedThe account balance is $after adjustments were made to the account. Payment is due on or before October 10,

The customer has been given multiple payment arrangements (6) and has defaulted on each one due to non-paymentBecause of such rampant abuse of payment arrangements, the company has changed the payment arrangement policyThe customers will receive one arrangement and one
reinstatement for the lifetime of the accountThe customer can go to the PUC (which he has done) and received a PUC arrangementThe customer can also apply for the Helping Hand ProgramHis information was submitted to the Helping Hand office. The customer's bill was sent to *** *** ** ***, PA***The bill has not comeback to the company and the customer has not called the company to state that he hasn't received the bill

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** received a billing stated dated January 16, 2014, for services rendered December 10, through January 10, 2014, in the amount of $plus a past due balance of $total due
on February 7, was $
A day shut off notice was mailed on February 7, for termination February 27, in the amount of $74.36. The notice outlined in detail what was required to avoid terminationHowever; if services are terminated the past due amount plus reconnect fee $and $deposit is required in order to have service restored
The service at the property was terminated on March 4, 2014, at 11:AM. *** contacted the business office after service was terminated stating that she made a payment on March 4, in the amount of $at ***. The company representative advised that she did not notify the company of payment prior to termination. When payments are made at local payment locations, it takes at least to hours to post to the customer’s account depending on the time of day the payment is made. The shut off notice clearly states if a payment is made that the customer should notify the company prior to termination date or prior to termination
Unfortunately *** did not notify the company of the payment until after service was terminated therefore; in order for the service to be restored, the reconnection fee of $and deposit fee $must be paid to have service restored.
*** stated that she paid the bill prior to the due date. The bill was due February 7, 2014. The termination notice stated that the service would be terminated on or after February 27, 2014. The service was not terminated until March 4, 2014, which gave the customer additional days to make payment
*** provided confirmation #*** of a $payment at 12:PM on March 4, 2014. The service was scheduled to be restored on March 5, 2014. Company policy is to restore service within hours of paymentThe service was restored on March 5,
For your review attached is the shut off notice that was mailed to the property

Tell us why hereAt 11:pm the Customer contacted Aqua’s customer service number which was answered by *** *, which is Aqua’s contracted after hour’s serviceThe call was to request an emergency water shut off due to broken pipe in the Customer’s basementAs soon as Aqua was notified about
the emergency by ***, calls were placed for a Field Service TechnicianThe FSR arrived at office at 12:07am to pihis truckAt 1:09am Aqua received a call to cancel the emergency turn off as the fire department had turned off the water.In just over an hour Aqua had a FSR onsite and ready to drive to the property to do the turn off

A Day shut off notice was mailed February 28, 2017, for March 14, 2017, in the amount of $132.00. The service at the property was terminated for nonpayment on March 16, 2017, in the amount of $132.00. The customer was given an additional days to notify the company to make payment
arrangements or make full payment of past due charges prior to service termination.The past due balance of $covered the billing periods; October 21, through November 21, - $42.68, November 21, through December 21, - $and billing period December 21, through January 25, - $The last payment made on the account prior to termination was on December 5, 2016, in the amount of $which was applied to billing periods; July 22, through August 19, - $42.79, August 19, through September 22, - $and billing period September 22, through October 21, - $43.79. Aqua North Carolina’s procedure once a customer’s service has been terminated for non-payment, is to restore service hours from the date payment was made. *** *** contacted Aqua’s customer service center on March 16, 2017, provided confirmation numbers; *** referencing a payment in the amount of $and confirmation number *** in the amount of $133.00. Service was restored on March 17, 2017, at 8:AM.An Aqua representative visited the property on March 24, 2017, to check the pressure at the property. The pressure was back to and within state requirements. The Aqua representative spoke with the customer and he was in agreement that the pressure had improved at the property. Please advise if you need additional information

The customer received zero usage reads from 1/- 1-16. Aqua discovered that the remote reading device on the meter was not working. The device was replaced on 10/24/16. The remote reading device (RF) transmits the reading from the meter. If the wires on the RF are
cut or an object is in front of it, it will not allow 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.Aqua is permitted to back bill customers within a year range. The customer has been properly billed and given a payment arrangement to assist in helping pay the bills. A bill summary is attached. Aqua apologizes for any inconvenience this matter has caused

[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: ***
I am rejecting this response because of the following reasons.1) 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 earlier.3) 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,
*** ***

A day shut off notice was mailed on October 26, 2016, for November 9, in the amount of $105.80. The service at the property was terminated on November 16, 2016, days after the termination dateIn review of the account, there were two instances where there was a problem with the
payments being processed via the customer’s accountOctober 18, 2016, a message was received “Account not authorized” and on November 17, 2016, “Account Closed”. It is the customer’s responsibility to confirm banking information is correct when making payments. Ms*** was advised that she received an e-mail notification that the payment did not processAt that point it is the customer’s responsibility to confirm with the banking institution. Ms*** contacted Aqua’s customer service center on November 16, 2016, at 1:PM provided confirmation that payment was made in the amount of $105.80. The service was restored the next business day, November 17, 2016, at 10:AM. On November 23, 2016, Aqua received notification of payment reversal in the amount of $210.99. Unfortunately, the recent payments that Ms*** made on the account that totaled $the payments have reversed. The notification that the company received was “Account Closed”. The account will rotate back into collection activity unless Ms*** contacts the company to address the issue that payments made were not honored by the bankThere currently is an account balance of $The termination of service was unfortunateAlthough Ms*** made payments, as of November 23, 2016, the company was notified that the payments have reversed. The account is in jeopardy of termination unless the Ms*** contacts Aqua’s customer service center to address the issue. The termination notice is good for days. The account is subject to terminationCompany policy is to restore service hours from the date the payment information was providedThis is documented in Aqua’s tariff which has been approved by North Carolina Utilities Commission. Please advise if you need additional information

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 $50.00. Once the delinquency threshold of $is exceeded collection activity is initiated. *** *** 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 7/27/15. The FSR interrupted the customer’s service on 7/30/15. Per the customer account notes, after speaking with a supervisor, *** *** 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 *** *** attached

Aqua's position - *** ***’s water service was interrupted due to “non-payment”. A day shut off notice was mailed on
10/13/with a shut off date of 10/23/14. His initial October water bill had a balance of $due on 10/31/however on 10/9/the amount he paid toward his account for $was reversed leaving a balance of $past due which in turn caused a “shut off for non-payment” work order to be created. After careful review of the account it appears that the customer was using an invalid account when he made his payment which caused the “payment reversal”Currently his account is in good standing with no past due balance. Unfortunately Aqua cannot compensate for the "nights" *** *** stayed at a hotel

Dear *** ***:
This is a follow up to our conversation on 9-25-14. You stated that you were monitoring your meter and believe it is not working correctly. Aqua has sent a tech to the property who did not find any leaks or malfunctioning equipment. We agreed to have
your meter exchanged/tested and replaced
The meter will be exchanged on Monday, September 29th, and will be tested. As we discussed, pending the results of the bench test will determine the next course of action. Again, I have placed your account on hold until after the results of the bench test. Once I receive the bench test results, I will contact you
Sincerely,
Michael ** S***

[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]
I have spoken with Aqua as of July when their field representative came to my home to meet with PWC concerning the damageAqua has determined that the damage is PWC fault not theirsI also spoke with the engineering department supervisor on Julyand he stated that it was not PWC fault for the damage but it is Aqua responsibilityBoth companies are blaming each other for the damageAqua has stated they are willing to issue some credits but I will have to set up a payment arrangement for the remaining high usage costI have not received any documentation from Aqua confirming anything as of today.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Per company records the customer called on 9/17/and stated that they made settlement on 7/7/ The company moved the customer in as of 7/7/The read on 7/7/was The realtor called on 7/8/to close their accountThe read was obtained at that timeThe usage on the bill
is from 7/7/to 9/18/If the water was used between the time the realtor closed the account and when the customer moved in, this is the usageCompany records show that the customer spoke with a CSR and the CSR explained that the bill is for daysThe customer may want to check with the realtor to find out if the water was used before they moved inThis could be from the sprinkler systemIf the customer has any questions they can call customer service to discussThe customer called on 9/28/which is a Monday and the call volume is usually very highAlthough the customer shouldn't have been disconnectedI apologize for the mishap

Good morning,Regarding *** *** ***'s inquiry into the Aqua account located at *** *** *** ***, OH ***; we are unable to provide any information as *** *** is not authorized on the accountThe account is in the name of *** ***, according to the notes on the account ***
*** is *** ***'s boyfriendWhen *** *** called into Aqua she was told that we could not discuss the account with her as she is not authorized on the accountIn order to respond to *** ***'s request for information, *** *** will need to call in and add *** to the account, until then we are not able to discuss with *** ***Or, *** *** can request the information.Thank 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 as Answered]
Complaint: ***
I am rejecting this response because: My complaint is a single issue in a myriad of complaints from *** Estates residents. No, I have not contacted Aqua in the past and chose this method of communication because other neighbors have not gotten any resolution to their complaints to Aqua. We are conducting a neighborhood survey and compiling data regarding the problems our residents are having or have had with our water and plan to meet soon to discuss next stepsAlso the streets mentioned in the previous response are not "within" *** Estates neighborhood and have nothing to do with my complaint. (BTW, My water cleared after my husband flushed the line for hours, although there is still sediment present. I do not need a site investigation at this time)
Regards,
*** ***