Aqua America, Incorporated

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Complaint: ***
I am rejecting this response because:Calls were never maid to any of my phones. Please stop the lies! The only contact I had with Aqua was when I called them. When I called about the water quality and safety on January 27th the customer service rep was able to look up any info about the water advisory being lifted. She recommended I continue to boil water. After being placed on hold several times and at the point she was about to give up she was able to find someone with the answer.We understand that it is hard to deal with storms but Aqua was unable inform any of the customers in our neighbourhood of the issues. I still was the social media post to prove this. They had no plan and did not tell customers that the generators would only be temporary. They just kept saying call back in hours That left us completely unprepared for the prolonged outage. They knew that it would be at least a day before we would get water kept you let told us it would be hours. Planning for hours with out water is very different than a day or more.It is hard to believe that Aqua was working with the Utilities when *** *** did not know that Aqua's wells had no power. We had several neighbours call about this outage
Regards,
*** ***

The company apologizes for the mishap in your billingThe account has not been billed for usage since 12/8/The bills you have received for $were for the customer charge onlyYou are billed a customer charge of $monthly which is not based on water consumptionThe usage on this
most recent bill is from 12/3/to 6/3/even though the bill dates on the bill state 5/4/to 6/3/Please see the attached account statementThere was most likely a problem with the remote and it didn’t transmit the reading from the meterThe company runs a report that is worked every monthsThis report informs the company what accounts have not been billed for usageIf you can call the company and schedule an appointment to check the meter, the company can determine if the remote is functioning correctlyIt seems that this happened on the account beforeThe 12/8/bill was not as high but, the usage is for 10,gallons over days, although the bill shows daysThis seems to be the case on the 7/8/as wellYou may want to have the property check from leaksIf there was a leak in this time period and you have proof of the leak the company will give you an adjustment

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,
class="MsoNormal" "MARGIN: 0in 0in 0pt">Tricia P***
Regional Customer Care Team Lead (Texas)
*** ** *** ***
Bryn Mawr, Pa ***
O: ###-###-#### (ext ***)
***@aquaamerica.com

In response to *** ***’s complaint about her water being discolored; a field technician visited the property on April 1, When the technician arrived the water was clear and the
he tested the outside spigot and found the water to be clear without any discoloration.The field representative spoke with *** *** sharing that the company treats the water to assist with the control of discoloration in the water and to treat their systemsThe technician shared with *** *** that over the years, sediment can form in the bottom of your hot water heaterThis sediment consists of any solid material that does not get dissolved in the waterThis can include sand or other grit from a wellAdditionally, iron, magnesium and calcium may build up in the bottom of your hot water heater, causing discoloration or rust in the hot water taps

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Complaint: ***
I am rejecting this response because:
Regards,
*** ***-***There is no place on this statement that says anything about my water being turned off on any dateThe statement says there's a past due amount which I have paid every other month since my initial date of serviceI set it up that way and do not get the mail that is why I get online notifications to view my billI have the email linking to this bill as well which was the last one I received. As for the company internal policyThe tech was in my yard and told me to call and pay and she would not turn it offThe CS rep I spoke to told the woman to leave my home even though I was in the process of paying by credit card at that moment but the rep wanted to talk to the tech before I was allowed to payTherefore the rep told the tech to leave so I would have to pay the reconnect fee and deposit I had to call the company back as I hung up on the rep aft she told the tech to leaveWhen I called to speak to a higher up then the rep, I was transferred back to the CS department and the rep I spoke with on the next day agreed that it was not the way they do business in their company and she many times herself has had the same situation and took payment and the water was restored at the timeSo I believe this rep told her to leave so she could charge me a reconnect fee and deposit since the tech said to call in the first placeTherefore I still believe the reconnect fee and deposit fee to be fraudulently obtained as there was no reasonI was calling to pay immediately with a credit card over the phoneThe rep sent the tech away so I would have to be charged and I would have no choice but to pay it to restore my service of a basic need to live my waterI would love to talk to someone in corporate not someone that is only hearing what the rep says but what I'm telling them too and I also have a witnessThe disabled man who lives here as well with my husband and I and I am also in litigation to obtain my disabilityOn top of that I had to send my year old and month old grandchildren to another location because there was no water a basic need to live

*** *** * *** ***
I reviewed your complaint to Revdex.com and your recent Day Shut Off Notice that was mailed to you on or about February 10, As you may be aware, both the Day Notice, along with the message you received when you made your payment after hours on
line, customers are instructed to contact Aqua's customer service with a confirmation number so the process of termination of service can be cancelled in the fieldUnderstanding that the confirmation was not in a timing manner, the field order was completedI did request our collection department waive the $reconnect fee, and the deposit has not been charged to your accountCopy of your March bill is enclosed; in yellow is the credit of $If you have any questions, please contact me at ###-###-#### ex ***Sincerely,
Nancy LM***
Operations Support Coordinator

Aqua records show that *** ***'s water usage directly impacts the amount of his sewer bill every month regardless if the water hits his sewer system or notNormally a customer will have a second meter installed in the property which would prevent the customer from
paying a sewer billHowever, *** ***'s property was already established before the Field Service Representative (FSR) could recommend this offer to *** *** ***'s water bill for the month of August and September were accurate bills and therefore he is responsible for the water usageHe would be also responsible for the sewer usage as well due to the fact the that the sewer charge is dependent on the water usage. It is the company's position that the charges are correct and no credit is warranted at this time

From: Revdex.com of Metro Washington DCDate: Wed, Jan 4, at 1:PMSubject: Fwd: Case#***To: *** *** ---------- Forwarded message ----------From: J***, Richard Date: Wed, Jan 4, at 1:
PMSubject: RE: Case#***To: *** *** Cc: "[email protected]" The company hadn’t received a read from the meter since 9/18/The customer’s start read was based on the read from 9/18/The customer was billed from her start date of 6/2/to 10/20/for the usage on the meter (40,gallons). The company canceled the bill on 12/12/and rebilled the customer at gallons per day for daysThe company sent the customer a bill on 12/21/for $The company apologizes for the mishapThe bill was paid on 1/3/16. Richard *J*** Jr.Regional Customer Care Team LeadAqua PennsylvaniaWest Lancaster AvenueBryn Mawr, PA19010O: ###-###-#### F: ###-###-####

[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:
Calls were never maid to any of my phones. Please stop the lies! The only contact I had with Aqua was when I called them. When I called about the water quality and safety on January 27th the customer service rep was able to look up any info about the water advisory being lifted. She recommended I continue to boil water. After being placed on hold several times and at the point she was about to give up she was able to find someone with the answer.We understand that it is hard to deal with storms but Aqua was unable inform any of the customers in our neighbourhood of the issues. I still was the social media post to prove this. They had no plan and did not tell customers that the generators would only be temporary. They just kept saying call back in hours That left us completely unprepared for the prolonged outage. They knew that it would be at least a day before we would get water kept you let told us it would be hours. Planning for hours with out water is very different than a day or more.It is hard to believe that Aqua was working with the Utilities when *** *** did not know that Aqua's wells had no power. We had several neighbours call about this outage
Regards,
*** ***

Revdex.com *** *** did receive a bill dated July 11, for $which the customer is disputing; the bill was for cubic feet of water and days of serviceWe attempted to retrieve the meter that was removed from the property, but due to an error it was put into the scrap pile and
is no longer available, as we were unable to verify the meter reading at the time it was removed from *** ***s property we have canceled that bill.We generated a new bill which we calculated by using the customers average consumption, not the reading that was reportedThat bill dated August 10, is for and is for days of service as we had to cancel back to the meter exchange to make the correction to the consumptionThe new consumption is cubic feet for days of serviceThis cancel credited the customer for all payments madeThe new bill generated August 10, is for $118.80.I called the customer today 8/11/at 11:AM, the call went to voicemail and the mailbox is full so I wasn’t able to leave a messageI will continue to try and reach *** ***.August 11, 2017I reached *** *** today at 1:PM and was able to explain to her how we corrected the account, I also explained the new bill to her and *** *** was satisfied with those explanationsHowever, she expressed frustration with her “horrific” experience with our call center; as a result of her complaint I will be contacting our call center supervisors to report the complaint.Tell us why here

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Complaint: ***
I am rejecting this response because proper notification of shut off was not provided. No day notice, no day notice, only a notice on my front door when water was actually shut off. In trying to address this over the phone and asking for explanation why, I had a rep hang up on me. And the next day had a manager call back to tell me day and day notices were left. No warning was provided to the shut off. They also told me they attempted to call, but did not have a current phone number on record. Instead had a phone number for a house I lived in over years ago. And yet they claim they left a message. All apparently due to a higher usage of water because a toilet leak which raised my monthly bill. Have been paying my bill automatically for years, with no problems. Usually overpaying. I have a bill where what I owed goes over $200, and my water is shut off with no warning. The state law requires proper notification and none was providedFor all this, had to pay $connection fee and go through 24hrs of water shut off for something I could have immediately resolved if given notice. As well as take a day off from work in order to wait until the end of the day for someone to reconnect services. It was not provided
Regards,
*** ***

[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: All the homes back here are the same size, give or take 100-sqft.weare houses down and I have proof you charged us fees that others are not charged.I suggest you check your employees for skimming.Regards,*** ***

September 11, 2015Dear: *** ***
You state that you moved into this rental resident on 06/15/The account was set up with the lower level of the home *** ***, the correct address is *** 1/Being new in the area and not knowing how bills would be dispersed or how
long for the servicesI received a high bill for $in November and the address was for *** not *** 1/Refund first off and fix the address on the accountThere is still a $behind balance due 02/02/2015, so I don’t understand how I could have a remaining balance.Unfortunately, I was unable to contact you via telephoneYou were moved into the *** *** in errorThe corrections were completed 12/01/On the incorrect account *** S***, the bills were canceled back to the move in date of 06/15/and all payments were transferred to *** 1/***Leaving the *** *** water and sewer/garbage accounts with a zero balanceThe new accounts at *** 1/were moved in as of 06/15/2014, payments transferred into this account and billed forwardIf you have any additional questions or concerns, please contact me at ###-###-#### between the hours of 8:00am and 5:00pm EST, Monday through FridaySincerely,WDennis S
Regional Customer Care Team Lead

I am working on gaining additional information from the team here at Aqua regarding the Customers complaintI will provide an update Monday July 18,

I apologize for the misunderstanding but, Aqua has the sole responsibility to provide water service to this areaThe pressure however cannot be changed, the pressure in his area is highUnfortunately that is what the pressure isThe pressure reducing valve is the answer to high pressuresThere are other areas where the pressure is no where near that high and we cannot increase their pressure either. If we were able to change the pressure and lower his pressure then that would effect other areas after or before his home and they would have no pressurePer PUC Code (a) "Variations in pressureThe utility shall maintain operating pressures of not less than p.s.i.gnor more than p.s.i.gat the main, except that during periods of peak seasonal loads the pressures at the time of hourly maximum demand may be not less than p.s.i.gnor more than p.s.i.gand that during periods of hourly minimum demand the pressure may be not more than p.s.i.gA utility may undertake to furnish a service which does not comply with the foregoing specifications where compliance with such specifications would prevent it from furnishing adequate service to any customer or where called for by good engineering practicesThe authority of the Commission to require service improvements incorporating standards other than those set forth in this subsection when, after investigation, it determines that such improvements are necessary is not hereby restricted." These are the PUC regulations for pressures at the company mainsThe pressure in your home may be differentThe company tariff states that, "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);" This is approved but the Pennsylvania Public Utility CommissionThe customer can call the company and we can come out and do a pressure check to check to see if his PRV is operating properlyThe PRV is not a large valve and his maybe malfunctioning

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

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Complaint: ***
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,*** ***

11/1/The customer contacted Aqua regarding a sink hole on his property. Aqua visited the property same day and determined the sink hole was not their responsibility. There are no notes on the work order showing that the technician spoke to the customer regarding the sink
hole. The customer did contact Aqua's call center and spoke to a CSR and Manager where he was informed that the sink hole was not their responsibility. Aqua apologizes that the customer feels he received unsatisfactory customer service. Aqua customer care agrees that the CSR should have provided information regarding how the customer would receive the results of the visit. Aqua apologizes for any inconvenience this matter has caused

From: S***, Quintada M.Date: Wed, Sep 23, at 1:PMSubject: *** *** - ID#***To: "***@myRevdex.com.org" ResponseA day shut off notice was mailed on May 6, for termination on May 18, in the amount of $98.09.
The notice states if payment is not received on or before May 18, 2015, service will be terminated at the property. The notice also states that customers should contact the business office to notify of a payment made or to setup payment arrangements; prior to the termination date. The termination date was for May 18, 2015, the service was terminated on May 20, at 3:PMPrior to termination; *** *** did not notify the company that he made a payment. The notice states if service is terminated, there will be a $reconnection fee and deposit fee of $87.00. On May 20, 2015, at 3:PM, *** *** contacted the business office stating his water was disconnected after he made a payment. The customer service representative advised *** *** that he did not notify the company prior to termination that a payment was made online. It was unfortunate that the payment did not post to the account prior to the account being dispatched to the field for termination. It is the customer’s responsibility to notify the company in advance that a payment was made to stop termination or to request a payment arrangement. The shut off notice states that customers should notify the company in advance (reference shut off notice as an attachment). Once the customer service representative confirmed that a payment post to the account, she immediately request approval to have the service restored the same dayCompany procedure is to have service restored within hours of when payment is made. Having restored the service same day was a courtesy on behalf of the company. North Carolina state regulations state that the company must notify the customer days in advance prior to termination. The day shut off notice was mailed prior to termination and the fees associated with restoring service have been approved by the North Carolina Public Utility Commission. QUINTADA S*REGIONAL CUSTOMER CARE ADMINISTRATIVE SUPPORTAQUA NORTH CAROLINA*** *** ***BRYN MWAR, PA ***O: ###-###-#### EXT: *** I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.*** *** ***

On March 18, 2015, an Aqua technician visited the residence of [redacted] to investigate the customer's concerns of having discolored water
"> Water samples were taken from [redacted]'s home on March 18, 2015, the reading levels are listed belowA field supervisor also spoke with [redacted] regarding his concerns[redacted] shared that the discolored water occurs on occasions normally when the water is cold. He purchased a water softener that has an iron removal systemTo address [redacted]'s concerns, the service lines were flushed
In addition, the week of April 20, 2015, the company will be conducting a full system flush of the Tyndrum system. [redacted] was provided the field supervisor's direct telephone number to report any future concerns
On behalf of the customer, a claim was submitted to the claims department advising that the customer is seeking reimbursement for the purchase of water and white clothing that was ruined. A representative from the claims department will contact the customer within 7-business days. I have also attached a copy of the water quality report for the system
Reading
Phosphate (PO4)
pH 7.3
Chlorine .8
Manganese (Mn) .0029
Iron (Fe)