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 such that I cannot expect a decision in my favor. Approval by the SCC of these rates affords me no avenue of challenge.
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]

The contractors are scheduled out to Mr. [redacted]'s property today, August 26, 2016, to reassess the lawn and outline any additional repairs that are needed. 
An Aqua representative made an attempt to reach Me. [redacted] to provide him with an update however; was not able to reach him.  A voice message was left providing an update and advised Mr. [redacted] to return the call if he had additional questions.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 determined.We keep hearing the standard line company line since 2009 - "we are doing everything possible" - unfortunately nothing is changing except the numbers of customers in Aqua's customer base is increasingand 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 met.If 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]

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 6,000 gallons.  As an...

example, if a customer uses 3,000 gallons of water the sewer charges will be for 3,000 gallons, if a customer uses 10,000 gallons of water they will be billed for 6,000 gallons of sewer usage. 
Mr. [redacted] used 2,300 gallons for the billing period of April 6 to May 6; his bill was for 2,300 gallons for water and for sewer.  For the billing period of May 6 to June 4 the water usage was recorded at 7,100 gallons; the customer was charged for 7,100 gallons of water but only 6,000 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 877-987-2782 and schedule a time for a field representative to visit his location and verify the read on his meter as being accurate.

The company needs to try harder to accommodate a customer needs, not every customer can afford to lose a day of work for an all day appointment. I could not afford losing a day of work for this appt but I had no choice... I am unhappy about missing work & wish the area had another, more reasonable water service provider BUT I'm stuck dealing with aqua
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

On January 23, 2016, the [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] water system.
BOIL WATER NOTICE HAS BEEN LIFTED 1/25/16 This is an important message from Aqua North Carolina for customers in the [redacted] water system. As a result of winter storm Jonas, our water system lost power and subsequently water pressure. Due 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 restored. This is only a precautionary measure. As soon as we have verified the chlorine levels are sufficient in the water you will be notified that boiling water is no longer advised. If 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 territory. The company took corrective action in notifying customers and worked hard with neighboring utilities to restore power. The 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 field. Due to the bad weather and treacherous travel conditions information was not immediately available. When 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 has called into Aqua regarding the broken sewage pipe on her property and she was instructed to hire a plumber to verify the damage was caused by Aqua’s work near the site. Our Construction Coordinator is working closely with both the customer and the City of Marion to help resolve the...

issue.The investigation by the Construction Coordinator has responded with the following comments: After receiving sanitary sewer information from the City of Marion and cross checking our as-built plans, I do not find that AQUA was anywhere near this property owners lateral to cause this disruption in service and would reaffirm our stance that the homeowner provide proof of damage.  The newly installed water service shown on the plans is approximately 20+ feet away from the existing sanitary lateral connection point.   There is no data to show any existing connection depths or lateral locations. I intend to also follow up with the city to see if any other utilities have obtain right of way permits in the area to aid the homeowner in a resolution.  Aqua is working hard to help this customer out and help them get resolution, but it does not appear that this damage was caused by our activity across the street from the home.I will update when I hear back from the Construction Coordinator.DAS Tell us why here...

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 “10 day” shut-off notice was mailed out to him on 10/7/15.  On 10/16/15 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 $85.00 deposit was already applied to the customer’s account as a result of a previous “shut-off for non-payment” (SONP)  that occurred on 8/24/15 so only a $50.00 reconnect fee was applied to the account due to the most recent shut-off for non-payment that occurred on 10/26/15.  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.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Oct 14, 2014 at 9:06 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, 2014 at 8:20 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]" <[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 purposes. I,m responsible for customer service at my place of employment and unlike the great folks at Aqua my customers can quit at anytime. I obviously have no choice in regards to my water/sewer provider. I'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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Despite the fact that they have my 10-day shut off notices "on file", they've failed to send them to me every single time my water has been shut off.  I have received no correspondence from Aqua other than my monthly bill.
Regards,
[redacted]

Upon review of [redacted]’ account there have only been two payments; leaving a past due balance each month, Aqua billing cycles are monthly and [redacted]’ water account is in arrears because of failure to make payments by the respective due dates.
On January 21, 2015 a “10 Day Shut-Off Notice” scheduled for February 2, 2015 was mailed to [redacted]. In the event payment was not received by February 2, 2015 the amount due to avoid termination of service would be $235.48, this amount includes the following: Overdue-amount ($113.48) - Reconnection Fee- ($35.00) andService Deposit-($87.00).  [redacted] did not make a payment by the due date and service was terminated on February 4, 2015, a payment was made on February 5, 2015 in the amount $235.48.  However; the reconnection policy set forth by Aqua is “next business day.” No errors were found in the fees assessed to the account, therefore; the “next business day” reconnection policy will remain in effect.
Please see attachment

[redacted]A 10 day shut off notice was mailed on January 13, 2014 for January 26, 2015 in the amount of $104.80.  The notice states if service is terminated there will be a reconnection...

fee of $35.00 and the account could be subject to a deposit fee of $87.00.
The service at the property was terminated on January 27, 2015 at 3:32 PM.  Ms. [redacted] contacted the customer service call center on January 28, 2015 at 10:28 AM provided confirmation number (#[redacted]) associated with payment made in the amount of $146.96.
The service was restored on January 29, 2015 at 12:41 PM.  Company policy is to restore service 24 hours from the time payment is made.  The field representatives make every effort to restore service within 24 hours however; system emergencies and work load could have a major impact on meeting the 24 hour deadline.   
Acknowledging Ms. [redacted] comments regarding her meter being read prior to 9 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, 2014 when a payment was made in the amount of $180.27 in order to have service restored due to the account being terminated for non-payment on October 28, 2014.
Please advise if you require additional information.

A fifteen day termination notice was mailed to the service address on November 13, 2014. The termination notice was issued for a past due balance in the amount of $174.19. The proposed service termination date was...

on or after December 01, 2014.
[redacted] contacted the company on December 05, 2014 to report a payment in the amount of $174.19. According to the customer, the payment was made at a local payment center.  The customer did not have the payment receipt and therefore; was unable to provide the confirmation number as proof of payment.  A company representative advised the customer to call back with the confirmation number, once she locates the receipt.
The customer did not call the company with the payment confirmation number. The service was terminated on December 08, 2014 for non-payment of an undisputed delinquent account. At the time the service was terminated, the customer’s payment for $174.19 had not been applied to the account.  The payment was applied to the account the afternoon of December 08, 2014.
Aqua's position is that the customer was given both verbal and written instructions to provide payment information. First, the Customer Service Representative advised the customer to call back with the payment confirmation number. Secondly, the termination notice advises customers to contact the company and report their payment to avoid termination of service. The customer could have avoided the termination of service by calling the company back with the payment confirmation number.  This would have allowed the company to cancel the collection activity and remove the termination service order from the route.

[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] [redacted]

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, 2017.  Also attached to my response are the 10 day...

shut off notices, the first dated July 19 and the second dated September 22, 2017.  The 10 day shut off dated September 22, 2017 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 $180.33 and it posted on July 31, 2017.  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, 2017 at 11:09 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, 2017 at 12:23 p.m. and we were unable to schedule a same day reconnection.  Water services are scheduled to be reconnected today October 12, 2017.

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 6,000 gallons.  As an example,...

if a customer uses 3,000 gallons of water the sewer charges will be for 3,000 gallons, if a customer uses 10,000 gallons of water they will be billed for 6,000 gallons of sewer usage. 
Mr. [redacted] used 2,300 gallons for the billing period of April 6 to May 6; his bill was for 2,300 gallons for water and for sewer.  For the billing period of May 6 to June 4 the water usage was recorded at 7,100 gallons; the customer was charged for 7,100 gallons of water but only 6,000 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 877-987-2782 and schedule a time for a field representative to visit his location and verify the read on his meter as being accurate.

Tell The customer called in to get his water turned back on after it was disconnected as he missed the payment. CSR mistakenly told the customer that we would turn on the water the same day as the customer called in which was March 17, 2017, the customer called in at 4:00 PM and the CSR is located...

in our Kankakee Illinois office which is an hour behind.The CSR then called the customer back to advise that the turn on fee may be as high as $155.90 if the tech cannot get to the property during regular business hours. Which at the time the service order was scheduled it was already after hours in Ohio.The customer disputed this charge and scheduled to have the water turned on March 20, 2017 to avoid the after-hours fee.The water was turned on March 20, 2017. I have refunded the fee as I feel that this was an honest mistake by the CSR  but the customer was inconvenienced for the weekend. Had the customer been made aware up front that there would be an after-hours fee, it would have been different. Fee refunded, customer notified by phone and voicemail left for customer on March 24, 2017 at 4:42 PM us why here...

[redacted] states in her complaint to the Revdex.com that your service was turned off and you called to confirm the payment was received.
Your desired settlement is to have a refund of your payment.
I apologized for the inconvenience of Aqua not being able to confirm payment...

immediately. When a payment is made through a secondary payment agency (not Aqua), we are unable to confirm payment for possibly 2-5 business days. There is no record on your account that your service was interrupted. The payment of $100.00 was posted to her account on August 3rd. Your next scheduled meter read is August 16th and your bill will be mailed 2-3 days.

Te September 6, 2017We have corrected the account and billed the customer. This bill is for 396.39 and is for the term beginning November 1, 2016 through August 4, 2017. The bill is for 276 days of service or roughly 9 months. I contacted Ms. Lee and explained the bill to her, I am also mailing and...

emailing her a written explanation of the bill, I will include my phone number so she can contact me with any questions and also I can set up a payment arrangement for the account if the customer would like. I apologized for all the trouble the customer had with her Aqua account and assured the customer that the account will be billed monthly going forward.   ll us why here...