This company has the worst customer service I have ever encounteredThe customer service reps are all very rude, offering zero empathyThey offer NO evening or weekend appointments, so if there is a problem with your meter, you MUST take several hours off of work to meet their 4-hour service windows, as they will NOT call ahead to let you know they are coming unless you schedule an ALL-DAY windowUnbeknownst to me, our meter was not registering for months, but the bills seemed off, so I called and they said it "takes time" to find these issuesmonths to discover a non-working meter! That is ridiculousWho knows how long it would have been until they found the issue on their ownI dread every time I have to call or have an issue
Aqua Ohio's position is that the service was terminated for non-payment of an undisputed delinquent account. On May 15, 2015, Aqua Ohio issued a fifteen day termination notice for a past due account balance in the amount of $***.**. The proposed service termination date was on or
after June 01, The customer did not contact the company to dispute the bill or establish a payment arrangementThis resulted in the service being terminated on June 04,
On June 04, 2015, The customer contacted the company's after hour service to report that they had no waterThe representative explained that the service was terminated for non-payment The customer called the company again on June 05, 2015, during business hours, and advised that they did not receive a termination noticeThe representative informed the customer that a termination notice was mailed to the service address on May 15, 2015. At the time of the call, the customer made a payment in the amount of $***.**This payment includes the past due amount $***.** and a $**.** reconnection chargeThe service was reconnected same date, June 05,
According to the customer, there were several months where they did not receive their billing statement in a timely mannerOur records show that the bills are mailed between the 15th and 19th of each month. The company has no record of the customer calling to report untimely bills. In the future, if the customer does not receive the bills by the 19th of the month, they should contact the company immediately to report the issue and request the balance due or duplicate billing statement
The company notified the customer of the proposed service termination by mailing a fifteen day termination notice to the service address and leaving a three day notice at the propertyAdditionally, NCO, a third party collection agency, placed a call to the customer on May 26, regarding the past due balance. The customer is responsible for paying the $**.** reconnection charge
The customer also inquired about company policy requiring an adult to be present during the reconnection of serviceThis is to ensure that there are no plumbing issues or water flooding during the reconnection process
Aqua's position is that a back bill, for previously unbilled water service, resulting from faulty meter equipment, was issued In accordance with
">Ohio Administrative Code 4901:1-15-24, the company prorated the consumption based on the historical usage for this address
4901:1-15-Billing and billing adjustments
C) If a meter is found to be inaccurate or an estimated bill is issued, the bill shall be based on average historical consumption during corresponding periods for that specific customerIf consumption history for the customer does not exist, the same system class average consumption shall be used. http://codes.ohio.gov/oac/4901%3A1-
An audit of accounts revealed several consecutive zero consumption bills for this address A field service representative was dispatched for immediate investigation. During the field visit, it was determined that the meter dials were stuckThus, the meter readers were unable to obtain actual readings from the meterThe account continued to bill with the same reading each month In order to resolve the issue, the faulty meter was exchanged Since there was no way to obtain an actual reading from the meter, the removed meter reading was prorated at cubic ft per day based on past water consumption history
A billing statement, in the amount of $[redacted], was mailed to the service address on March 27, This bill included service for days of service for the period May – February The reported consumption was 6,cubic ft (cf per day)This usage is equivalent to the average daily consumption for a household of two people (based on cf per day/per person)
When the customer contacted the company on April 14, 2015, for a billing explanation, a company representative reviewed the billing and consumption history and explained the prorated usageThe representative also offered a payment arrangement on the total account balance $[redacted]The customer declined the offer
The account is currently eligible for a payment arrangementThe customer should contact Customer Service, Monday - Friday between the hours of 8:a.mand 5:p.m., to establish the payment arrangement
In the future, if the customer receives a billing statement that does not include consumption charges, during a period when the property was occupied, the customer should contact the company immediately and request to have the meter read again
In reference to the customer's concern about penalties, there have been no penalties assessed to the account, since the back bill was issuedThe customer must pay all monthly bills in a timely manner to avoid penalties
Tiffin - Ohio
I requested the water to be turned on to the house. In the original phone call request it was expressed that there were plumbing concerns, and I didn't want the water turned on inside of the home.
When I called the customer service representative insisted that the technician did what I requested. She insisted that the original phone call request was specifically to turn on the water inside the home because it was already on from the city side. This information was FALSE. I disagreed with this statement and asked to listen to the recorded phone call of the original request.
In the first return phone call from the same representative she confirmed that I discussed the plumbing concerns on the original phone call request, and had requested to water to be turned on TO the house not WITHIN the house.
She then told me that the water was on inside the house and was running and my step-mother asked the technician to come in and turn it off. This information was FALSE. The water was turned off within the home. The technician was in my home before the water was on within the house and the TECHNICIAN TURN ON THE WATER INSIDE MY HOME. The representative told me that it was at the request of my step-mother. This information is also FALSE.
The representative called again and changed her story. She then said that I was correct that the water was off inside the home when the technician entered. But, she stuck to her story that it was at the request of my step-mother. This information is still FALSE.
I was never allowed to listen to the original recorded phone call, and have been provided with FALSE INFORMATION multiple times. The representative even stated in our last conversation "I didn't have to call you back, but I did." I am shocked at the lack of customer service skills with this statement, and the multiple times she spoke over me.
The local manager contacted me shortly after. He requested a phone conversation that included my step-mother. He stated he felt "both parties are at fault". The manager never called at the scheduled time to discuss with all parties.
This company insisted I was incorrect and at fault before reviewing the original request. They would not allow me to listen to the original phone call request. They would not allow me to review the original work order. But, they asked to review my plumbing quote which I provided immediately. They never returned the scheduled phone call.
Since this is a water company I have no choice to take my service elsewhere. This company clearly knows customers don't have a choice, and can not do anything about it.
The price that Aqua Ohio charges for water is ridiculous. It is literally 3 times the price of other local water prices, if not more. In addition, the water is extremely hard, ruining appliances and faucets, and is often murky, and yellow in color. Despite many complaints and calls to Aqua Ohio, they continue to charge an obscene amount for disgusting water.
This company has the worst customer service I have ever encounteredThe customer service reps are all very rude, offering zero empathyThey offer NO evening or weekend appointments, so if there is a problem with your meter, you MUST take several hours off of work to meet their 4-hour service windows, as they will NOT call ahead to let you know they are coming unless you schedule an ALL-DAY windowUnbeknownst to me, our meter was not registering for months, but the bills seemed off, so I called and they said it "takes time" to find these issuesmonths to discover a non-working meter! That is ridiculousWho knows how long it would have been until they found the issue on their ownI dread every time I have to call or have an issue
Aqua Ohio's position is that the service was terminated for non-payment of an undisputed delinquent account. On May 15, 2015, Aqua Ohio issued a fifteen day termination notice for a past due account balance in the amount of $***.**. The proposed service termination date was on or
after June 01, The customer did not contact the company to dispute the bill or establish a payment arrangementThis resulted in the service being terminated on June 04,
On June 04, 2015, The customer contacted the company's after hour service to report that they had no waterThe representative explained that the service was terminated for non-payment The customer called the company again on June 05, 2015, during business hours, and advised that they did not receive a termination noticeThe representative informed the customer that a termination notice was mailed to the service address on May 15, 2015. At the time of the call, the customer made a payment in the amount of $***.**This payment includes the past due amount $***.** and a $**.** reconnection chargeThe service was reconnected same date, June 05,
According to the customer, there were several months where they did not receive their billing statement in a timely mannerOur records show that the bills are mailed between the 15th and 19th of each month. The company has no record of the customer calling to report untimely bills. In the future, if the customer does not receive the bills by the 19th of the month, they should contact the company immediately to report the issue and request the balance due or duplicate billing statement
The company notified the customer of the proposed service termination by mailing a fifteen day termination notice to the service address and leaving a three day notice at the propertyAdditionally, NCO, a third party collection agency, placed a call to the customer on May 26, regarding the past due balance. The customer is responsible for paying the $**.** reconnection charge
The customer also inquired about company policy requiring an adult to be present during the reconnection of serviceThis is to ensure that there are no plumbing issues or water flooding during the reconnection process
Aqua's position is that a back bill, for previously unbilled water service, resulting from faulty meter equipment, was issued In accordance with
">Ohio Administrative Code 4901:1-15-24, the company prorated the consumption based on the historical usage for this address
4901:1-15-Billing and billing adjustments
C) If a meter is found to be inaccurate or an estimated bill is issued, the bill shall be based on average historical consumption during corresponding periods for that specific customerIf consumption history for the customer does not exist, the same system class average consumption shall be used. http://codes.ohio.gov/oac/4901%3A1-
An audit of accounts revealed several consecutive zero consumption bills for this address A field service representative was dispatched for immediate investigation. During the field visit, it was determined that the meter dials were stuckThus, the meter readers were unable to obtain actual readings from the meterThe account continued to bill with the same reading each month In order to resolve the issue, the faulty meter was exchanged Since there was no way to obtain an actual reading from the meter, the removed meter reading was prorated at cubic ft per day based on past water consumption history
A billing statement, in the amount of $[redacted], was mailed to the service address on March 27, This bill included service for days of service for the period May – February The reported consumption was 6,cubic ft (cf per day)This usage is equivalent to the average daily consumption for a household of two people (based on cf per day/per person)
When the customer contacted the company on April 14, 2015, for a billing explanation, a company representative reviewed the billing and consumption history and explained the prorated usageThe representative also offered a payment arrangement on the total account balance $[redacted]The customer declined the offer
The account is currently eligible for a payment arrangementThe customer should contact Customer Service, Monday - Friday between the hours of 8:a.mand 5:p.m., to establish the payment arrangement
In the future, if the customer receives a billing statement that does not include consumption charges, during a period when the property was occupied, the customer should contact the company immediately and request to have the meter read again
In reference to the customer's concern about penalties, there have been no penalties assessed to the account, since the back bill was issuedThe customer must pay all monthly bills in a timely manner to avoid penalties
Tiffin - Ohio
I requested the water to be turned on to the house. In the original phone call request it was expressed that there were plumbing concerns, and I didn't want the water turned on inside of the home.
When I called the customer service representative insisted that the technician did what I requested. She insisted that the original phone call request was specifically to turn on the water inside the home because it was already on from the city side. This information was FALSE. I disagreed with this statement and asked to listen to the recorded phone call of the original request.
In the first return phone call from the same representative she confirmed that I discussed the plumbing concerns on the original phone call request, and had requested to water to be turned on TO the house not WITHIN the house.
She then told me that the water was on inside the house and was running and my step-mother asked the technician to come in and turn it off. This information was FALSE. The water was turned off within the home. The technician was in my home before the water was on within the house and the TECHNICIAN TURN ON THE WATER INSIDE MY HOME. The representative told me that it was at the request of my step-mother. This information is also FALSE.
The representative called again and changed her story. She then said that I was correct that the water was off inside the home when the technician entered. But, she stuck to her story that it was at the request of my step-mother. This information is still FALSE.
I was never allowed to listen to the original recorded phone call, and have been provided with FALSE INFORMATION multiple times. The representative even stated in our last conversation "I didn't have to call you back, but I did." I am shocked at the lack of customer service skills with this statement, and the multiple times she spoke over me.
The local manager contacted me shortly after. He requested a phone conversation that included my step-mother. He stated he felt "both parties are at fault". The manager never called at the scheduled time to discuss with all parties.
This company insisted I was incorrect and at fault before reviewing the original request. They would not allow me to listen to the original phone call request. They would not allow me to review the original work order. But, they asked to review my plumbing quote which I provided immediately. They never returned the scheduled phone call.
Since this is a water company I have no choice to take my service elsewhere. This company clearly knows customers don't have a choice, and can not do anything about it.
The price that Aqua Ohio charges for water is ridiculous. It is literally 3 times the price of other local water prices, if not more. In addition, the water is extremely hard, ruining appliances and faucets, and is often murky, and yellow in color. Despite many complaints and calls to Aqua Ohio, they continue to charge an obscene amount for disgusting water.