Aqua America, Incorporated

[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 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 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]

A 10 day shut off notice was mailed August 18, 2015 for August 31, 2015 in the amount of $91.41. 
[redacted] contacted the customer service center on September 1, 2015, at 2:35 PM the representative advised that the service had been terminated for non-payment (September 1, 2015). The representative advised that a payment was posted on the account “unable to locate”.  It was documented on the account that a payment was made but did not post to the account due to a processing error, via online process “unable to locate”.            
[redacted] stated to the representative that he should have been notify that the payment did not go through.  It is not the company’s responsibility to follow-up with a customer that a payment did not process.  The company is required by state regulations to forward a termination notice 5 days prior to termination.  The notice was mailed on August 18, 2015.  If payment is not received, the notice states service will be terminated and in order to have service restored, the past due amount, reconnect fee and deposit fees must be paid. Termination of service took place due to not receiving payment by the due date.
[redacted] attempted to make a payment with the customer service representative however; the card declined, 2 payments were made on September 1, 2015, in the amount of $28.41 and $185.00.  A service order was processed to have the service restored the next business day, September 2, 2015.  Company procedure is once payment is made the service will be restored 24 hours after payment is received.  The service was restored on September 2, 2015 at 2:40 PM.
Understanding that [redacted] attempted to make a payment prior to termination, it is unfortunate that there was an issue when he attempt to make payment via the online process.  However; the notice clearly stated if payment is not received prior to termination the customer is responsible to pay all fees associated with having the service restore. Aqua North Carolina is in compliance with state regulations to assess a reconnection and depost fees to an account if the service was terminated for nonpayment. Please note that the past due amount of $91.41 was for services rendered June 19, 2015 through July 20, 2015 which was due August 11, 2015
For your review attached is a copy of the 10 day termination notice.  
Please advise if you require additional information.

face="Arial">
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 $100 is exceeded collection activity is initiated.  [redacted] 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 10 additional days beyond the due date.  The notice was dated 7/15/15 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, [redacted] agreed to the $50 re-connect fee and $85 deposit and a service order was scheduled to have her water service restored.  As a one time courtesy, the $50 reconnect fee will be waived.
Copy of shut off notice sent to [redacted] attached.

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 Complaint: [redacted]
I am rejecting this response because:
As mentioned in Aqua's response, they did offer to put me through to a supervisor's voicemail.  This is true.  Her name is Pam and she is a supervisor in the northern call center.  The rudest customer service representatives I have ever dealt with informed me that the said supervisor would return my call within a couple of days.   The first time I was offered her voicemail, I left her one.  The phone call, to this day, has not been returned.  So yes, when the only thing they would do is put me back to her voicemail after 4 days, I declined.  
Aqua, to be fair, has attempted to call me, but it was only this week and it was in the middle of the morning; I did not want to take a customer service survey in the middle of my work day and get my blood pressure raised again.  They called weeks after the technical problems were fixed and I had time to cool down. 
The only thing that will satiate me is to receive the call from Pam: supervisor from the northern call center.  I'd like to hear an explanation and apology for not returning my phone call some weeks later and for the behavior of her subordinates at the northern call center.  I don't expect this to happen, because Aqua does not care about their customers; they have proven this time and time again.  
PS- I asked for copies of my recorded phone calls with customer service to submit to the Revdex.com as evidence of their gross customer negligence, but was told those were private property and I could not have access to them.  Regards,
[redacted]

From: G[redacted], Alice *.
font-family: arial, sans-serif;"><[redacted]@aquaamerica.com>Date: Tue, Jan 5, 2016 at 10:10 AMSubject: RE: Complaint #[redacted] - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>
Please reference company response to [redacted]’ customer complaint.  Also, I have attached the 10 day shut-off notice that was mailed to the property.
 
A 10-Day Shut-Off Notice dated November 5, 2015, was mailed to the Customer informing the Customer that if the past due amount of $70.36 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 normal 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 $70.36 was applied to the account. The payment was processed through the online bill pay process.  [redacted] contacted Aqua’s customer service center on December 2, 2015, at approximately 3:20 P.M. advising 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, 2015.  [redacted]’s service was restored Thursday, December 3, 2015.  
 
[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 R7-20 © Notice of Discontinuance and Section (f) Reconnection Charges.  The reconnection fee of $35.00 and deposit fee of $45.00 has been billed to the account.  The total account balance is $111.08, which was due December 28, 2015.  
 
For your review, I have enclosed copy of the shut-off notice dated November 5, 2015.
 
Attachment (1)

Our records show that a Field Service Representative visited the property at 2:35 p.m. on 12/26/2014 and no one answered. The FSR also called the phone number on record and left two messages, regarding the appointment.  Additionally, the representative made a return visit at 4:24 p.m. on the same day and again, no one answered.
The notice to the customer is not regarding past due payments, the notice is a reminder to schedule an appointment for RF installation and avoid termination of service for non-compliance.  The customer should contact [redacted] at ###-###-####  and schedule the appointment as soon as possible.

The Customer Consumer Report (CCR) is available third quarter (July) yearly.  The...

report is available on Aqua’s website for customers to view.
The notifications process for Aqua customers is based on the North Carolina State Regulations. If there are over 501 customers in a subdivision Aqua will send out the CCR; if the subdivision is 500 and under customers will receive a bill message on their monthly statement under Message Center advising customer that water quality information is on the website. A water quality report has been attached to this response.
A field representative was sent to the property on September 19, 2014. During the visit to [redacted]’s property the representative flushed the water lines and found the lines to be clear and free of any residue. Also, during the course of the visit the representative spoke with [redacted] providing an explanation of the water treatment process.
As stated in the customer’s complaint, [redacted] filed a claim with Aqua for laundry that was damaged due to the iron in the water. Aqua provided [redacted] with a bottle of “Iron Out” to assist with the damage clothing.

December 03, 2014To Whom it May Concern,
Aqua Virginia has received the above referenced Better Business Complaint submitted on November 26, 2014. An internal investigation has been conduction to address the concerns regarding the additional $9000 fees assessed.
A 10 day shut...

off notice dated November 11, 2014 with a shut off date of November 24, 2014 was mailed to the customer, the shut off notice states to contact Aqua customer service to stop the shut off process. A copy of the shut off notice is included with this response. An online payment was processed by the customer on November 24, 2014 at 7:30 p.m.Water services were terminated on November 25, 2014 at 10:54 a.m. the payment of $141.04 was posted to the customer's account after 3:00 p.m. Water services were restored on November 26, 2014 at 9:36 a.m. This is within the allotted 24 hour time frame permitted.
Aqua Virginia apologized for the inconvenience and appreciated this opportunity to be of Service to you. If 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

[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:
The supervisor I spoke with didn't explain anything she took my complaint and said okay. Keisha 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 through. The account number I used is the same number I have paid them with on numerous occasions and there has never been a problem before. I have banked with the same back for 20 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 well. I understand that they talk to hundreds of customers a day but they need to remember that not every person they talk to is the same. They need to handle each customer as an individual not as an account. If you will notice the response they sent to you starts out with yet another jab at me for paying my bill late. Trying to distract from the fact that they are again not addressing the main issue here. The issue being that they know they have you by the balls. You have to use their company or you do not have water. If 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]

Dear **. [redacted],
I have researched your claims regarding sewage back up at your property on the two separate dates you...

stated.  Please see below the response for each incident.
January 2014 – Aqua has stated that this incident was not their responsibility because the back up to the system was caused to customers flushing items down the toilet that caused the back up to the system.
March 2014 – Aqua has informed you that they are responsible for this incident.  Aqua’s lift station failed which was the result of the backup and damage.  Aqua visited the property and reported sewage on the outside of the property and inside.  Aqua stated that there was no sewage in the lake.  Aqua has contracted out the repairs and the outside of the house has been cleaned.  However, the contractor has not been allowed access to inside the property to make the required repairs.  Aqua’s claims department has informed me all inquiries have been directed to your attorney.
Your claims case resides in Aqua’s claim department and is being discussed with your attorney as requested.  Once a resolution has been reached, your attorney will contact you with the outcome.
Please be advised that Aqua has informed you during the first incident at the property that if you installed a check valve, it would prevent the sewage back up from reoccurring.  If you have any questions regarding the check valve installation, please contact Aqua’s customer service department at ###-###-#### between the hours of 7:30 AM – 5:00 PM ET, Monday through Friday.
 
Sincerely,
[redacted]
** State Coordinator

[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 has the sole authority to set and control the pressure of the water they provide through their lines.  The water pressure was measured at above 140psi one hour after the plumbing equipment failed.  We are forced to pay for their service and also, per their response, forced to pay to regulate their service, this seems counter intuitive and not customer friendly.  I suggest Aqua reduce the water pressure to below 100 psi at all times and/or refund any homeowner who had to install a PRV due to gross negligence on Aqua's behalf.
Regards,
[redacted]

[redacted]’s settlement date was August 1, 2014 however; he did not contact Aqua to set up service until November 13, 2014. [redacted] contacted Aqua again on...

December 4, 2014 for an explanation of his first billing statement; the balance at that time was $ 254.32 and it was for 117 days of service.  The representative explained that the account had been back billed from 8/1/14 – present day. Also; it was explained that a normal billing cycle is monthly and the sewer is a flat rate of $65.21.
·         On January 15, 2015 an Aqua Field Representative delivered a 7 Day Shut off door tag to [redacted]’s property.
·         On February 18, 2015 the sewer was plugged due to non-payment ($1,089.23)
·         ($1,089.23) Past Due-$254.32 Reconnection Fee-$35.00 Deposit-$125.00 Contractor Elder Valve- $675.00
[redacted] contacted Aqua on the morning of February 25, 2015; she stated that she could only pay the past due of $ 414.23. [redacted] was advised that she would have to pay $1,089.23 to have the service restored and she disconnected the call. [redacted] called back later that afternoon to report that she made a payment of $414.23; the representative that received the called notated her account and set a service order to have the service restored in error.
After, getting off the phone with [redacted] the representative realized there had been an oversight; pertaining to the balance that would be must be paid for the restoral of service. The representative called [redacted] back and received the voicemail box. The representative left a message asking [redacted] to contact Aqua because; she misinformed her about the restoral process and also, that she would need to pay the remaining balance of $675.00. 
[redacted] returned Aqua’s phone call and she was informed that the representative gave her misinformation and she would be required to pay the remaining balance of $675.00 to have service restored.
The call between you and the Customer Service Representative has been reviewed and we will use this as training and coaching opportunities for the representative.
I would like to apologize for the experience you encountered and can assure you that Aqua desires to provide our customers with the highest quality service possible.

---------- Forwarded message ----------From: G[redacted], Alice *.<[redacted]@aquaamerica.com>Date: Tue, Feb 23, 2016 at 10:02 AMSubject: Issue#[redacted] - [redacted]To: [redacted] <[redacted]@myRevdex.com.org>
Good Morning [redacted],
 
I wanted to provide additional information for the above issue#[redacted] howevr; I was not able to go through the website.  I wanted to provide additional info below.
 
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, reference notice below. Customers were also notified via Aqua’s emergency notification system, swift reach when the Boil Water Lift was lifted on January 25, 2016. It has been confirmed that on January 23, 2016, at 10:01:17 AM a call was placed to **. [redacted]’s home notifying of the Boil Water Advisory and on January 25, 2016, a call was place to **. [redacted]’s home at 1:30:39 PM advising of the Boil Water Lift. 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. Until power was restored, Aqua utilized generators to provide water service to customers. Due to several systems being without water, generators were rotated throughout the service territory. Understanding **. [redacted]’s concern and comments that he was without power for a period of time, personnel worked hard to restore service under severe weather conditions. We ask that customers understand that personnel were working in dangerous conditions that impacted our efforts to restore service within a timely manner. 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 especially during a storm understanding that travel conditions along with the bad weather could have a major impact in receiving timely information from the field. It should also be noted that North Carolina was in a state of emergency. 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.
 
Thanks
 
Alice *. G[redacted]
Regional Customer Care Team Lead (North Carolina)
Aqua America[redacted], Bryn Mawr, PA [redacted]O: ###-###-####  F: ###-###-####

On April 30, 2016, Mr. and Mrs. [redacted] received a high bill for services rendered from March  23, 2016  to April 22, 2016 in the amount of $286.27. ...

Prior to contacting Aqua regarding the high bill the customer contacted a plumber to check the property for leaks.  No leaks were found.
Ms. [redacted] contacted Aqua’s customer service center on May 2, 2016 and told the customer service representative that she had received a high bill, she also advised the representative that she had a plumber out and that he found no leaks at the property.  An appointment was set up for May 3, 2016 to have a technician visit the property to obtain a check reading.  The technician went out to the property and confirmed that the reading taken on April 22, 2016 of 13506 was incorrect and the reading he obtained on May 2, 2016 of 13067 was the correct reading.
On May 4, 2016 Ms. [redacted] forwarded an E-Mail to Aqua in reference to the incorrect reading and charges.  She was advised that the bill was cancelled and rebilled on the correct reading obtained on May 2, 2016.  She was advised that a corrected bill would be generated within a week.  A bill was generated on May 5, 2016 for services rendered March 22, 2016 to May 2, 2016 a period of 41 days in the amount of $ 49.90 which is due May 27, 2016.
Aqua does not reimburse customers for plumbing bills.  When the customer receives a high bill a HIGH BILL ALERT message appears on their billing statement stating” your usage appears higher than normal” If customers need additional information, they are provided with Aqua’s customer service center telephone number and or suggest that the customer visit the Water Smart section on www.aquaamerica.com.

[redacted] contacted Aqua North Carolina on March 26, 2014 and stated that she wanted to have her name removed from the water account which she shared with her husband. [redacted] was advised that she...

could not remove her name from the account because; she was not the primary account holder. The representative advised [redacted] that she could establish a new account in her name and she would be primary taking on sole responsibility of the account; [redacted] followed through with the process of establishing her own account.
Once [redacted] established her new account the account shared by her and her husband automatically closed out. Being as though [redacted] was the primary on this account all outstanding balances or credits on his account would be his reasonability or credited back to him. The account had a credit of $27.85 and Aqua mailed out a check for the refund.
Aqua’s billing cycles are monthly and [redacted] failed to make payment by their respective due dates. These billing periods included the following dates:
March 26, 2014-April 17, 2014 Due Date May 14, 2014 ($22.61)
April 17, 2014- May 15, 2014 Due Date June 11, 2014 ($53.44) final bill
[redacted]’s account was sent to collections because; the account was left with bad debt of $53.89.

[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: They did not address any of the items that I listed that I wanted changed, so future customers would not have to be in the situation I was in. 
Regards,
[redacted]

Review: I have lived in our house for a year, and every week there is something wrong with our water in the whole subdivision. There is a problem and it get turned off, the color is ALWAYS brown, sometimes with a horrible smell. When you call them to complain or notify them they make you feel like you are disturbing them and are very rude over the phone. They never have answers to what is going on and when we can expect anything to be repaired.

The water quality is very poor, someone in our neighborhood had it tested in the levels aren't good. The water 95% of the time is brown. It is disgusting. You can't drink this stuff. We have lost water twice in three days and when we called to get a time frame they can't help us. I am not the only one with frustration with this issue, and we are not the only neighborhood having this problem with them. As much as we pay a month our water should be a lot better than what it is.

When it does come back on we have to flush our water for 1-2 hours. We already pay 150 a month, and we don't see any credits because they don't do credits. This is getting ridiculous. EVERY week something is wrong.Desired Settlement: We want better water, and to be treat properly when we call. They need to do soemthing about this. We would like to get rid of them as a company but we are stuck with them and their crappy services.

Business

Response:

Dear [redacted]:

You may have already received this information directly from the Aqua Texas division, but I am also including it in your Revdex.com case.

The following message should have be delivered to you on Thursday 8/28/2014.

Review: Unreasonable dishonest billing practices

Acct # [redacted] 0580752

Online account statement shows bill for total amount due on Sept 3rd 2013. NO shut off notice was received. Disconnected on Aug 27, 2013. Was told I needed to pay past due amount plus reconnect fee of $35 and an additional $87 for service deposit. When I complained I was told the deposit amount could be added to to my next bill.

I paid full amount required as told via a phone payment service. Next day I called to have reconnection scheduled and was told I had to pay the deposit up front.Desired Settlement: The deposit should be added to next bill IF NOT waived as I have in front of me an online statement which says full amount due Sept. 3. IN addition, I WAS TOLD OVER THE PHONE THAT THE DEPOSIT WOULD BE ADDED TO MY BILL.

Business

Response:

Thursday, August 29, 2013

Re: Revdex.com Complaint #[redacted]

Account Number: [redacted]

Dear [redacted]:

This is in response to your Better Business Complaint filed on August 28, 2013, complaint number listed above.

The first bill issued was dated July 11, 2013 for a total of $137.78 with a due date of August 2, 2013, payment was not submitted and the account went to collections. A shut off notice was mailed on August 9, 2013 and a collections telephone call was made on August 19, 2013. Services were terminated on August 27, 2013. Payment of $211.41 was made and service is scheduled for reconnection for August 29, 2013.

If you have any questions or concerns in the future please do not hesitate to contact customer service at ###-###-#### Monday thru Friday from 7:30 am to 5:00 pm.

Aqua *America* appreciates this opportunity to be of service to you.

Kind Regards,

Aqua Customer Operations

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The response from Aqua does not even cover complaint and holds disputed information such as original due date was August 12th not Aug. 2. I did NOT recieve a mailed disconnect notice and received no phone call from them.

Review: Aqua America provides water utilities to my home, as well as the rest of our subdivision. On October 26, 2013 we woke up to our water being black coming out of every faucet. When calling Aqua America to report the problem, we were told that someone would be out to fix it. Hours later, the water was still black, therefore unsafe to use. This problem has continued for the 4th day in a row, with no explanation. When I have been able to call the company, there is an answering service. This company does not work for Aqua, therefore they cannot answer any questions. Last night, the company was reporting that "technicians were in the area fixing the problem." There are only 2 places for these technicians to be working, and no one was at either location.

For 4 days we have been without safe drinking water, bathing water, cooking water....with no explanation. This is by far the WORST customer service I have ever experienced in my life. Disgraceful.

Business

Response:

Customers in the [redacted]’s [redacted] subdivision experienced discolored water due to a flow reversal with one of the wells resulting with discolored water. Technicians were on-site to flush the entire water system and visited customers property as a follow-up.

A representative was at [redacted]’s property on October 29, 2013, the lines at the property were flushed until cleared.

Technicians were on-site October 28 and 29th in the subudivision to confirm water was still clear.

Aqua’s after hours call center was notified of the problem and provided detail information to customers of the problem and advised that technicians were working to resolve the issue.

In reviewing the field reports, technicians were on-site Saturday, October 26, 2013, at 7:45 AM throughout the day extending over the weekend.

The system is continuosly being monitored and as customer’s contact our customer service center, site visits have taken place.

On behalf of the company, an apology is extended to our customers for the inconvenience.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

During the incident occurring October 26-29th, my husband spoke with a supervisor about being reimbursed for the water we were ASKED to flush from our lines, as this would increase our bill. He never heard back from this supervisor. I called again last Friday October 31st and spoke with a customer service representative, who told me "Aqua has no intentions of reimbursing you." The customer service representative assured me that I would hear from him by YESTERDAY, November 5th. I have yet to hear from anyone at Aqua about this issue, but certainly received my bill this morning, reflecting the water flushing with no credit. Anytime I have spoken with someone on the phone it is because I have called.

My husband and I are moving out of this home soon, and I cannot wait to be rid of Aqua and its poor excuses for customer service.

Regards,

Business

Response:

On November 8, 2013, a credit adjustment was applied to the account in the amount of $17.18. As a follow-up, a customer service representative contacted [redacted] and advised that the credit has been applied to the account.

[redacted] was advised that after the credit was applied the balance was $41.19. Apayment was receivd for $41.13.

Review: Auqa America Double Debited my account 350 Plus dollars over 2 weeks ago. this gave me a 350 plus dollar credit with them. I called on 3/5 when I noticed, and was informed it would take 14 days for me to receive a paper check for the refund. That there was no other way to handle it. they couldn't just credit it back to the account they auto debited it from, this is unacceptable.Desired Settlement: They need to speed up the process when accounts have a credit owed on them and it should be done automatically. There system needs to reject double postings when it happens to not allow for them to post to the accounts in the first place. and they need to credit the money back in a way that is faster then 2 weeks when a double posting happens

Business

Response:

Monday, March 11, 2013