Aqua America, Incorporated

[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:As Aqua is stating, they made numerous mistakes First, by their own admission, they did not follow protocol by contacting me, the customer, with regard to their visit Aqua seems to believe that by apologizing, everything is fine Aqua's failure to communicate caused enormous danger to the community and children that live near my property My point is very simple - if I made a mistake, like Aqua has admitted to, by NOT paying my Aqua bill, would it be acceptable to just say SORRY? Of course not That's ridiculous Aqua has to be held accountable for their mistakes - saying sorry is not sufficient; this is not a personal relationship we have Second, Aqua provides no basis for their assessment that the sinkhole is not their responsibility Roy C***, dishonestly and ignorantly suggested the sinkhole was a result of the telephone line The telephone line is in air, NOT THE GROUND Aqua's dishonesty is mind-boggling Third, Aqua has not addressed two of their supervisors dishonesty about calling back with an update As I wrote, MsO [redacted] (a supervisor) and MrRoy C [redacted] (her supervisor) both failed to do the most basic task - call me (the customer) with an update as they promised they would.It is clear that Aqua wants to absolve their professional duty but that's not going to happen Again, they of course would not find it acceptable if I didn't pay my bill and just said "sorry" Aqua needs to resolve this by being held accountable and filling the sinkhole Regards, Wayne T***

The customer states that Aqua is billing their account based on wrong meter reads which is resulting in high bills and that they were charged twice for the reconnect and deposit fees due to being “shut-off for non-payment” Our policy states that customers who are shut off for non-payment are to pay a deposit fee (if required) in order to have water restored The deposit fee will be in addition to paying the required balance owed and a reconnect charge When [redacted] balance exceeded the delinquency threshold, a “day” shut-off notice was mailed out to him on 10/7/ On 10/16/our third-party collection agency (NCO) made an attempt to contact the customer to notify of the balance past due and on 10/26/15, the customer’s water service was suspended due to “non-payment” An $deposit was already applied to the customer’s account as a result of a previous “shut-off for non-payment” (SONP) that occurred on 8/24/so only a $reconnect fee was applied to the account due to the most recent shut-off for non-payment that occurred on 10/26/ Also, with regard to the concern of incorrect meter reads and billing, a field service rep stated that the read at time of shut off indicates the meter reads have been correct In addition our field rep noted that the customer has a large lot with an irrigation system which would cause an increase in their usage during the summer months After reviewing the customer usage history, there is an increase in usage during the summer months and a decrease in usage during the winter months

[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: Only a portion of the grass that was damaged has been replacedThere is still new sod that needs to be replaced ASAPRight now there is just dirt on our lawn, which will soon turn into mud and again stain our driveway, forcing Aqua to pay someone again to pressure wash our driveway Regards, [redacted]

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.I'd like to keep registered that it took too much time for the business to acknowledge the error and take the necessary measures to solve itSeveral phone calls and e-mails were sent to the business's representatives and, due to lack training and understanding of the business's matter, they couldn't manage to solve the problem in a timely manner.Finally, I'd like register that after the hassle, the last Aqua representative that visited my house was very gentle and helpfulFirst, he had the initiative to personally talk to us (something that none of the other technicians did)Talking to us, he was able to understand the problem, explained what measures would be taken and addressed the issue internally.If possible, I'd like to formally mention his name in appreciation for the service he providedCan someone from Revdex.com let me know if I'm allowed to publicly mention his name?Regards, [redacted] ***

A day shut off notice was mailed on January 13, for January 25, The service at the property was terminated on January 27, [redacted] ***’s contacted Aqua’s customer service center on January 27, 2016, at 1:PM and made a payment in the amount of $confirmation # [redacted] The service was scheduled to be restored the next business day, January 28, Aqua’s policy when a customer is terminated for non-payment, service is restored within hours after payment is madeThe policy is in accordance with North Carolina Public Utility Law and Regulations Please note that the last payment made on the account was on November 11, in the amount of $ The shut off notice advises customers to contact the company prior to termination to avoid terminationThe customer qualified for a payment arrangement however; because he did not call prior to termination, the service was terminated There is a current balance of $due on February 9, Please advise if you require additional information

[redacted] states that the changing of the water companies has resulted in inaccurate read and poor customer service when changing old metersShe did not listed any desired settlement I apologize for the inconvenience of the inaccurate billing that you have been experiencing in addition to the poor customer serviceThe incorrect billing was due to meter exchanges that were completed at your property but not in Aqua systemIn addition to Aqua Field Service Representatives completing an exchange, our contracted company (United Meter) completed an exchange which was not completed in our systemI am working with our IT Department to complete the changes to your accountOnce all of the changes have been completed I will forward a corrected bill to youPlease allow me to follow up with you within a week

From: G***, Alice *.< [redacted] @aquaamerica.com>Date: Tue, Jan 5, at 10:AMSubject: RE: Complaint # [redacted] - [redacted] To: [redacted] < [redacted] @myRevdex.com.org>Please reference company response to [redacted] ’ customer complaint Also, I have attached the day shut-off notice that was mailed to the propertyA 10-Day Shut-Off Notice dated November 5, 2015, was mailed to the Customer informing the Customer that if the past due amount of $was not received by Aqua on or before November 17, 2015, the water service would be shut off The notice states “To stop the shut off, you must do the following immediately; contact Aqua during business hours to let us know that you made a payment” The notice also states that “service will not be restored until the next business day after the required payment amount has been confirmed” and any reconnection fees associated with restoring service The water service at the property was shut-off for nonpayment on Wednesday, December 2, 2015, giving the customer an extra fifteen days in which to bring the account current [redacted] made a payment in the amount of $70.36, utilizing Aqua online bill pay The customer is responsible for notifying the company that a past due payment was made once a shut-off notice has been mailed On Wednesday, December 2, 2015, a payment in the amount of $was applied to the accountThe payment was processed through the online bill pay process [redacted] contacted Aqua’s customer service center on December 2, 2015, at approximately 3:P.Madvising that she made a payment through Aqua’s online It was explained to [redacted] that the shut off notice states that customers should notify the company if a payment has been made to avoid termination [redacted] was advised that her service would be restored the next business day Thursday, December 3, [redacted] ’s service was restored Thursday, December 3, [redacted] stated that she receives “all my communications from the company electronically.” [redacted] has enrolled in electronic billing however; all shut-off notices are mailed via the United States postal service The company has not received notification from the postal service of return mail Aqua North Carolina was in compliance with the North Carolina Public Utilities Laws and Regulations, Section R7-© Notice of Discontinuance and Section (f) Reconnection Charges The reconnection fee of $and deposit fee of $has been billed to the account The total account balance is $111.08, which was due December 28, For your review, I have enclosed copy of the shut-off notice dated November 5, Attachment (1)

[redacted] resides in the [redacted] SubdivisionOn Friday, September 29, 2017, Aqua North Carolina provided customers in the [redacted] Subdivision with an update on the ongoing system pressure issues [redacted] should have received an emergency telephone message outline below via Aqua’s emergency telephone system [redacted] on September 29, 2017, and a had delivered letter with specific action steps that Aqua is taking to outline a solutionAqua has also delivered bottled water to customers in the subdivisionPlease reference the attached document for more specific detail information that was communicated to customersIf you require additional information please adviseThis is an important message from Aqua North Carolina sent to you on Friday, September 29, I want to provide you with an update about the ongoing system pressure issues affecting the [redacted] , [redacted] and [redacted] communitiesDue to a significant reduction in water pressure in your neighborhood earlier this week, Aqua instituted a water restriction for all non-essential use and worked with the City of Raleigh on a temporary water connection to ensure increased water pressure to your community until the pressure issues are resolvedOur recent communications to you have pointed to high irrigation use and a lack of recent rainfall as primary causes for this issueOnce we met the immediate goal of restoring adequate water pressure, we began to fully examine causes for the pressure issueWe are aggressively researching system and geology data to determine if other factors may be contributing to the lack of pressureBased on our research thus far, we discovered that three of our higher producing wells serving your community suffered a sudden reduction in flowWhen this occurred, our wells began pumping for longer durations to attempt to keep up with customer demandOnce the wells could not keep up with demand, system pressures dropped further and customers began to see low or no pressureAt this point, we have not definitively determined the cause of the pressure reduction, and are investigating the source of the decline in well flowBeginning Monday, October 2, you may see contractors and equipment in your community with experts in the fields of well construction and hydrogeology onsite working to find the cause and helping to outline a permanent solutionWe’re committed to getting to the bottom of this, and to sharing the information with youIn the meantime, your community continues to be under a system pressure advisory due to the drop in pressure that occurred earlier this weekBecause your service was interrupted, the North Carolina Division of Water Resources suggests that you boil water used for human consumption for one to two minutes before useThis includes water used for drinking, cooking, making ice, and brushing teethThis does not mean that the water is contaminatedIt is simply a precautionary measureWe have collected special water samples and sent them to a drinking water laboratory for testsAs soon as we receive clean test results, we will contact you again to lift this advisoryIn addition, Aqua is continuing to request that you completely restrict all non-essential water use until further noticeCustomers should limit all: Spray irrigation (lawn sprinklers)Car washingFilling or topping off swimming poolsAny handheld hose watering of flowers, shrubs, trees and vegetable gardens during the hours of a.mto p.mWe will continue to keep you updated throughout this process and commit to being transparent with you about what we know, what actions we are taking, and ultimately, our resolutionThis message will repeat once if you stay on the line

[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 water is not meeting the state requirement for customers served because if it were we would not have an issue with water pressure and air in the lines We have also filed a complaint with the NC State Public Utilities Commission The outcome of which has not been determinedWe keep hearing the standard line company line since - "we are doing everything possible" - unfortunately nothing is changing except the numbers of customers in Aqua's customer base is increasing and Aqua continues to collect water fees from all of us without providing proper and increased water service for our needs We and other members of our community fully intend to continue to complain when the water pressure needs are not metIf this means that every time we call Aqua Water to complain that we need to file a complaint with the Revdex.com to get some type of acknowledgement or response then so be it Regards, [redacted] & [redacted]

Aqua Ohio provides service to this customer at [redacted] in Mentor, Ohio We recently notified customers in the area of our plan to upgrade aged meters with Radio Frequency metersThe Radio Frequency meters improves the meter reading efficiency by sending a signal of the meter reading so that meters can be read remotelyThe notice also informed customers that Aqua Ohio's contractor, [redacted] would be hiring a subcontractor, [redacted] to go door to door and facilitate immediate installationCustomers were advised to call [redacted] at ###-###-#### to schedule an appointment [redacted] contacted the company on November 20, and scheduled an appointment to have the RF meter installed on December 26, A Field Service Representative visited the property on December 26, and there was no one available at the propertyThe FSR called the customer twice via telephone and left a call back numberThe FSR also left a door tag notifying the customer of the missed appointment Unfortunately, the Radio Frequency installation is not optionalThe meter at this property was installed in and is agedThe meter must be exchanged and upgraded with Radio Frequency The customer must contact [redacted] immediately to schedule an appointment for exchange of the meterOtherwise, the company may terminate the service in accordance with the following Ohio Administrative CodeThe Administrative code can be found on the website [redacted] ***:1-15-Disconnection procedures (3) The customer must be given not less than fourteen days written notice before service is disconnected when any of the following conditions exist: (d) For denial to the company of reasonable access to the premises for the purpose of reading, inspection, replacement, or maintenance of the meter We were unable to reach the customer via telephone in response to this complaint

[redacted] A day shut off notice was mailed on January 13, for January 26, in the amount of $ The notice states if service is terminated there will be a reconnection fee of $and the account could be subject to a deposit fee of $ The service at the property was terminated on January 27, at 3:PM Ms [redacted] contacted the customer service call center on January 28, at 10:AM provided confirmation number (# [redacted] ) associated with payment made in the amount of $ The service was restored on January 29, at 12:PM Company policy is to restore service hours from the time payment is made The field representatives make every effort to restore service within hours however; system emergencies and work load could have a major impact on meeting the hour deadline Acknowledging Ms [redacted] comments regarding her meter being read prior to AM, the meter readers and the field service technicians work load are separate entities and are handled by different departments Aqua North Carolina makes every attempt to work with our customers The reason for the 10-day notice is to give the customer the opportunity to contact the company to make arrangements to avoid termination Prior to the termination of service the last contact from Ms [redacted] was on October 28, when a payment was made in the amount of $in order to have service restored due to the account being terminated for non-payment on October 28, Please advise if you require additional information

December 03, 2014To Whom it May Concern, Aqua Virginia has received the above referenced Better Business Complaint submitted on November 26, An internal investigation has been conduction to address the concerns regarding the additional $fees assessedA day shut off notice dated November 11, with a shut off date of November 24, was mailed to the customer, the shut off notice states to contact Aqua customer service to stop the shut off processA copy of the shut off notice is included with this responseAn online payment was processed by the customer on November 24, at 7:p.m.Water services were terminated on November 25, at 10:a.mthe payment of $was posted to the customer's account after 3:p.mWater services were restored on November 26, at 9:a.mThis is within the allotted hour time frame permittedAqua Virginia apologized for the inconvenience and appreciated this opportunity to be of Service to youIf you have any further questions please do not hesitate to contact customer Service at [redacted] Sincerely,Aqua Customer Operations Aqua Virginia Regional Customer Care Team

On January 23, 2016, the [redacted] ***/ [redacted] water system loss power due to winter storm Jonas Customers received a Boil Water Advisory message via Aqua’s emergency notification system, swift reach Customers were also notified via Aqua’s emergency notification system, swift reach when the BWL was lifted BOIL WATER ADVISORY This is an important message from Aqua North Carolina for customers in the [redacted] ***/ [redacted] water system BOIL WATER NOTICE HAS BEEN LIFTED 1/25/This is an important message from Aqua North Carolina for customers in the [redacted] water systemAs a result of winter storm Jonas, our water system lost power and subsequently water pressureDue to the current loss of pressure, the NC Division of Water Resources Public Water Supply Section recommends that water used for human consumption including drinking, cooking, making ice, brushing teeth should be boiled for approximately one to two minutes once service is restoredThis is only a precautionary measureAs soon as we have verified the chlorine levels are sufficient in the water you will be notified that boiling water is no longer advisedIf you have any questions or concerns, please feel free to contact our Customer Call Center [redacted] ***Thank you for your cooperation during this time Winter storm Jonas unfortunately, impacted several systems within Aqua’s service territoryThe company took corrective action in notifying customers and worked hard with neighboring utilities to restore powerThe boil water advisory is a precaution until bacterial sample results are received back from the lab so that the company can assure our customers that the water is safe [redacted] spoke with Aqua’s afterhours call center representatives that rely on feedback from Aqua personnel from the fieldDue to the bad weather and treacherous travel conditions information was not immediately availableWhen customers contacted the call center, we ask for understanding that travel conditions along with the bad weather could be an obstacle in receiving timely information from the field On behalf of the company, [redacted] ’s concerns and comments have been shared with system managers to assist with overall evaluation of how the storm emergency was handled internally Please advise if you require additional information

The customer's June Bill which was due July 11, was $The customer was on a deferred payment plan of $plus current chargesSo the customer was only reading the bottom line of the billThe $consist of the current charges of $plus the $payment plan amountThe customer did not make the payment until 8/1/This caused her to default on the deferred payment planAfter defaulting the total balance became dueThis is why the customer received a shut off noticeThe $was not from added feesThe customer has a poor payment history and began accruing a balance after 5/18/The customer paid $on 6/10/14, the balance prior to that payment was $The customer called on 8/7/and the deferred payment plan was reinstatedShe is not in danger of service termination

Aqua’s billing cycle are monthly and [redacted] is not consistent with making her payments by the respective due dates [redacted] received a day shut off notice dated September 09, with a termination date of September 22, 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 [redacted] made a payment on September 19, through [redacted] Speed pay using a checking accountThe payment did not go through the system because, the account did not exist It is not Aqua’s responsibility to notify customers; if a payment has been reversed from their bankSubsequently, [redacted] ’s account cycled back into collections and her service was terminated on October 1, [redacted] did make a payment on October 1, for $to have her service restoredHowever, Aqua’s policy on service restoral is next day once we have received the customer’s payment and this was explained to [redacted] by the supervisor that she spoke with on October 1,

Tell The initial lease was received on March 9, and was denied because it was altered, we had no phone number to contact tenant or landlord for verification.Account was noted that we required good lease, a tax bill showing owner and letter stating new tenant and the date the service was to begin.The water was turned on March 23, at 3:PM us why here

[redacted] contacted Aqua on November 20, to report that she had no water serviceA company representative explained that there was a main break in the areaThe representative gave an estimated work completion time of 2:p.mThe main break was on Forest at 13th St SE This was an emergency outage and not a planned outage therefore; the company was unable to notify residents in the areaThe water was turned off at 9:a.mfor repairs and turned back on at 4:p.m., after the repairs were completeThe outage affected twenty-five residents in the area We apologize for the inconvenience this customer experienced during the main break Unfortunately, when there are emergencies such as this, we are unable to notify customers in advanceWe are also unable to give an exact time for repairs and therefore provide customers with an estimated time for when the repair will be complete

[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: The supervisor I spoke with didn't explain anything she took my complaint and said okayKeisha is the person who explained things to me and she transferred me to the supervisor because she thought the supervisor could help me (she did not)! The fact of the matter is that I have a transaction number of [redacted] from where I paid the bill and they are just disregarding that fact I had no way of knowing that the transaction did not go throughThe account number I used is the same number I have paid them with on numerous occasions and there has never been a problem beforeI have banked with the same back for plus years and the account number has not changed I am also very upset with the customer service I received and they keep overlooking that part of my complaint as wellI understand that they talk to hundreds of customers a day but they need to remember that not every person they talk to is the sameThey need to handle each customer as an individual not as an accountIf you will notice the response they sent to you starts out with yet another jab at me for paying my bill lateTrying to distract from the fact that they are again not addressing the main issue hereThe issue being that they know they have you by the ballsYou have to use their company or you do not have waterIf consumers had a choice of changing to a different water service they might change their tune! They might would be a little nicer on the phone or at least be more understanding and compassionate of another person's situation Regards, [redacted]

It is my apology to Ms [redacted] regarding the bill message statement She is correct of the wording of the message, reference below Aqua’s customer service center hours are 8:AM to 5:PM Monday through Fridays However; if a customer does call after 5:PM the call is forwarded to Aqua’s afterhours call center for emergencies such as; water leaks, no water and low pressureAn apology is extended to the customer for the misreading of the meter on April 22, Once Ms [redacted] brought the error to our attention, a check reading was obtained and the account was billed correctly The high bill was cancelled and the account was rebilled with the correct reading issuing the customer a bill in the amount of $in comparison to the high bill issued in the amount of $Aqua’s policy does not reimburse customers for plumber invoices however; if there was a leak at the property, the account would be reviewed to determine if the customer is eligible for a leak adjustmentIn this situation, there was no leak at the property and the account was rebilled with a check reading which resulted in the customer receiving a revised bill that was consistent with previous billing statements It is Aqua’s desire to resolve any problems and address concerns from our customers On behalf of the company I extend an apology to Ms [redacted] for the inconvenienceMessage Center n n n Aqua North Carolina, Inc [redacted] Bryn Mawr, PA 19010-Please check www.aquanorthcarolina.com for the latest information on water restrictionsHIGH BILL ALERT - Your usage appears higher than usualFor information on high usage and leaks, 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:Hello, It is Friday morning, 2/10/17, Please see the first attached photoThis is the water I just pulled from my outside tap directly off the main line from AquaRed/Discolored rust waterThe second photo is a screenshot of when Aqua sent out notices for scheduled days of flushing mostly last yearAqua, you make it sound like it is my fault for YOUR water damaging my clothing and your response makes little senseMy wife's clothing was damaged on a Sunday ,BEFORE system flushing, not during or after flushingThe canned response you wrote in text is the same audio recording we get when the flushing notifications go outSo we were in compliance of not washing light/white clothes while your flushing distribution lines is going onAs I am not paying for shipping my wife's clothing to you to process the claimI also just wasted an hour of my time on my day off, calling AQUA emergency line, emailing Aqua President, MrB***; The North Carolina of Environmental Quality-Water Resources and of coarse the NC Utilities CommissionI want clean water, and I want fair compensation for this agonyRegards, [redacted]