Aqua America, Incorporated

Review: 4th time in less than a week for water supply to be disrupted by unknown/mechanical equipment issues - every time a boil water alert seems t be issued but this is impacting the ability of customers and residents of the neighborhood to bathe/wash dishes etc.Desired Settlement: Credit for impact caused by lack of water service due to companies faulty equipment.

Business

Response:

Dear [redacted]:

I have reviewed your account as well as recent work done in your area. Each conversation that you have with a telephone representative you were provided correct information regarding that there were repairs being made to the equipment that caused you to experience periods of no water and to be under a boil water notice.

Unfortunately, the nature of the water business causes our customers to experience situations like this which while cannot be prevented, Aqua makes every attempt to make repairs as quickly and safely for their customers. I apologize for any inconvenience this matter has caused.

If you have any additional questions regarding the recent work done in your area, please contact Aqua’s customer service department at ###-###-#### between the hours of 7:30 AM – 5:00 PM ET, Monday through Friday.

Review: I recently relocated to Indiana and purchased a new home. The lawn was seeded by the builder and I,ve watered the yard daily with the full understanding my water bill would be high (no issues)however I,m being charged an $127.80 sewer bill thats based on a percentage of my total water bill. I,m being told the charge will stand even though none of the water out of the sprinkler ever hit the Aqua Sewer system. I would hope the good people at the Aqua offices would realize 25,200 gallons of water is not normal for a household and take in consideration this circumstace.Desired Settlement: DesiredSettlementID: Refund

I would ask Aqua to credit my account $100.83 Total charge this period $127.80 - $26.97 Min Monthly Sewer Charge $100.83I can"t understand how they could legally charge me for a service they never performed. I understand everyday people get out of bed and try to figure out how to cheat and steal thier way through life, I,m not one of them I go to work everyday and work hard to provide for my family and all I ask is to not be taken advanatge of this situation is pure

Business

Response:

Aqua records show that [redacted]'s water usage directly impacts the amount of his sewer bill every month regardless if the water hits his sewer system or not. Normally a customer will have a second meter installed in the property which would prevent the customer from paying a sewer bill. However, [redacted]'s property was already established before the Field Service Representative (FSR) could recommend this offer to [redacted]'s water bill for the month of August and September were accurate bills and therefore he is responsible for the water usage. He would be also responsible for the sewer usage as well due to the fact the that the sewer charge is dependent on the water usage. It is the company's position that the charges are correct and no credit is warranted at this time.

Consumer

Response:

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Tue, Oct 14, 2014 at 9:06 AM

Subject: 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]

Review: I sued Aqua [redacted] and their parent company, Aqua America, 5 years ago because their faulty sewer system was causing/allowing raw unprocessed sewage to back up into my home. Now it's happening again and it's even worse because it's lasted for several days. This time, Aqua refuses to accept responsibility for the situation despite the fact that a plumbing report was sent to them indicating that it's their fault again. I have sewage in my house, yard, and because I live on the lake, it is now going into Lake [redacted]. I live here with my husband, kids, mom and pets. We are breathing sewage and having to live here with the sewage in the house and yard. Aqua refuses to take responsibility for their system. The sewage is literally coming out right now as I am typing this. The [redacted] River Authority came out today and agrees this is Aqua [redacted] responsibility. TCEQ has also been called an they are opening an investigation. I also called Channel 11 news, Special Investigations with [redacted]. Our health is at risk. We are starting to feel sick from the smell and a few of us are getting headaches. I am worried about my kids. Can you please help me to get Aqua [redacted] to fix this problem. I do have an attorney that has been in contact with [redacted], Aqua [redacted] only states that they are not responsible. Please help!Desired Settlement: For Aqua to put my family in a hotel, fix their system and my house.

Business

Response:

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.

Review: /Repair/Replacement of side walk.07/15/13.Major concern that someone will trip over water key box/curb.because of process how water main is flushed (in front of my property).Their process floods my sidewalk and curb which has caused sidewalk to drop below curb height.(MAJOR TRIPPING ISSUE)Where I would get in a law suit.No thanks Aqua America Fix what you have started with the first flush that you do 12:00-1:00 am.? Why then ? You know that have damaged my property now please repair it.Desired Settlement: Replacement/repair of water key box 3rd time plus side walk. ?cost $6000.00

Business

Response:

Friday, August 30, 2013

Review: The service this company provides, I never asked for. The only way I knew they had installed water access was when I received the bill. I have been fighting with them since. WE never asked for their service nor have we ever used it as we were on well water at this property. The house has been sold, they sent a bill to collections for service "provided" after it sold, I contacted them, they advised they needed proof of the date sold, I provided that and they said all will be taken care of. A few days later, I receive yet another bill from them, I called them to inquire and they advised this bill was the remaining balance on the account. I was not made aware that once the collection bill was taken care of that I would still have a balance, as well, why would the latest portion of the bill go to collections and not the oldest portion?!! Because they are one in the same and I am NOT paying these people anymore money!! As well, I was advised there are not any notes on my account regarding me fighting this bill from day one, how convenient is that!Desired Settlement: I want the $17.26 bill I received to be "taken care of", the bill that went to collections wiped out as if it was never sent to collections and in all honesty, all monies I have paid to them from the first bill should be refunded as they never asked permission to install access on our property and, we never asked for their service nor did we ever use it!!!!

Consumer

Response:

[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.]

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,

Review: My water bill was due on November 27th. I sent it via the [redacted] electronic payment system on 11-22, which has a 2-day delivery. I confirmed with [redacted] that it was indeed delivered to Aqua on November 26th. Aqua did not post my payment until December 6th, and as a result, charged ME a late fee of $2.96. I called Aqua on December 10th to dispute the charge, and they said they'd send it to billing for review, and that would typically take 2-3 business days. As of December 24th (the 11th business day), they have not reversed that erroneous late fee. I have followed up several times, and I just keep getting excuses from the customer service department. In the meantime, I've had to go ahead and pay the fee so I don't have an outstanding balance.Desired Settlement: I should be refunded the $2.96 fee I've had to pay because of their error.

Business

Response:

Thank you for contacting Aqua Indiana regarding your late fee. The late fee of $2.96 has been credited to you account.

Your account now has a credit balance of $2.96, we apologize for this inconvenience.

Aqua Customer Operations

Review: A month or so ago I called Aqua because the water level lines in all our toilets had mildew lines within 3 days when I used to clean the toilets every 3-4 weeks. All of our sink stoppers are covered with mineral buildup, which they hadn't had before. The tech called me the day after I called their office and stated that one of our community tanks had been been cleaned/drained/purged a few days before we started having issues. He was going to test the tank soon upon my request. The tech never responded and when I emailed Customer Support they told me to call a plumber (I still have the email.). I'd just like to know if this issue is going to kill my family in the long run (we have a 4 & 6 year-old). Any chance they could test our water without having Customer Support intervene being as rude as they were before, or can I bill them for the plumber's fees???

Thank you,

[redacted]Desired Settlement: Disposition of our water.

Business

Response:

Review: Someone from Aqua showed up at my house with a note saying they were turning off my water for non payment. My son called and asked me if I had paid the bill. I called Aqua and told them that the bill had been paid through the online service. They looked it up and said they could see that the payment had tried to process on 9/19/14 but the payment did not go through because it did not recognize the banking account number. I said well okay, I can pay that now. I was unaware that there was a problem with the account. The customer service lady told me that she would be happy to take my payment but I would also have to pay a reconnect fee and the water would not be turned on until tomorrow! That was absolutely ridiculous. The man was still in the neighborhood and could have turned around and turned on the water and why should I have to pay a reconnect fee when I was not even aware that the payment did not process? On my end the payment said it did process! She was really rude to me and very unforgiving of the situation. I will say that I was ugly right back and actually hung up the phone until I calmed down and called back to voice my complaint against their policy. I called back and spoke with a very nice lady named Keisha who was very sympathetic and told me that she would put me through to a supervisor who could help. When she put me through to the "supervisor" I was again treated like a common criminal and dismissed.Desired Settlement: Refund the reconnection fee and an apology for being so rude.

Business

Response:

Aqua’s billing cycle are monthly and [redacted] is not consistent with making her payments by the respective due dates [redacted] received a 10 day shut off notice dated September 09, 2014 with a termination date of September 22, 2014 for the amount of $221.19. Pass due Amount: $ 99.19 Reconnect Fee: $35.00 Service Deposit: $ 87.00 Total amount due if service is terminated: $ 221.19 the notice provides detail information regarding making payments and if the service is terminated.

[redacted] made a payment on September 19, 2014 through [redacted] Speed pay using a checking account. The 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 bank. Subsequently, [redacted]’s account cycled back into collections and her service was terminated on October 1, 2014.

[redacted] did make a payment on October 1, 2014 for $221.19 to have her service restored. However, 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, 2014.

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 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.

Review: Company gave me a 3 day notice to pay my bill or be shut off on April 15 I paid the payment required per instructions on 3 day shut off

on the 16 of April my service was shut off because they said it didn't post until the 16th but they didn't turn it off until 3 in the afternoon

I had to wait until the next day to meet someone at my business to reconnect they also said they would return the $50 dollars that was placed on my

bill but now saying no one told me they would remove...They are very rude and unprofessional and we are not in the year 1900 its

terrible they couldn't see the payment when they came out to check the response was they did check it before they come out

to make a long story short they didn't honor the $50 dollar promiseDesired Settlement: get my money back for there mistake

Business

Response:

Friday, June 21, 2013

Review: Several months ago there was a water main break. Aqua hired contractors to fix the break. After digging several feet away from my driveway entrance they started to tear up the road directly in front of my driveway. My vehicle was in my driveway yet the contractors did not have the common courtesy to advise that I might want to move my vehicle. After they fixed the water main they filled the giant holes with dirt and rocks. Several weeks after filling the hole with dirt they filled the holes with cement and put up cones around my driveway. They left the cones in front of my drive way for almost a week until I called and asked when I could pull into my driveway. They stated “you could pull in the driveway several days ago”, yet I was not informed until I called. As of 4/14/14 the road in front of my driveway is still not finished and there is dirt and cement all over the road and lawns. My wife called to ask Aqua when they were going to finish the job they started several months ago they said “it is still going to be several weeks”.Desired Settlement: I would like Aqua or their contractor to finish the job in a timely manner as well as clean up the mess that is all over the road and my lawn.

Review: I had a disconnect for my water bill , they give you 24 hour notice to pay it. On 12/04/14 I received the notice. On 12/05/14, I paid my disconnect in full in the amount of 174.19. On Friday, they didn't come to turn my water services off d/t my water bill being paid at 10:30 am. On Monday, 12/8/14, Aqua came to my

home & turned off my water services and now demand that I pay a reconnect fee to get it back on, even though my bill is paid in full and was paid in full. Now they won't turn my services on until I pay money that I do not owe.Desired Settlement: For an apology for the way I was talked to , my long hold time & by charging me a reconnect fee for something that should of never been turned off.

Business

Response:

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.

Review: I had an overdue water utility bill. I paid the overdue balance the evening of 11/24/14. The water was turned off on 11/25/14. I contacted Aqua Virginia to restore water service, and was told that I needed to pay $90 ($50 fee, and $40 deposit) to restore service. When I asked why, I was told that it was because I did not contact them to let them know the past due balance was paid. The notice I received does state to contact them, but it is worded more like a payment option, than a required step. I paid the bill after business hours. Aqua Virginia can only be contacted during, "normal business hours." On 11/25, I was at work (Corrections Officer) from 6:30am to 6:30pm, the entire span of "normal business hours." As I said before, I was unaware that calling was a required step. However, due to the nature of my job, I would have been unable to call during that time.Desired Settlement: I feel that it is very poor customer service to charge $90 over a phone call. The overdue bill was paid, "on time." It should be Aqua Virginia's responsibility to verify that an account has, or has not, been paid before service is terminated. I would like a refund of the $90.

Business

Response:

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

Review: For the month of August we incidentally paid our previous water company instead of our current provider, aqua. A few days prior to his complaint we received a bill from Aqua for 2 months of charges. We had then received notice from our previous company notifying us hat we had paid the wrong company. The bill received from aqua stated the current amount was do 9/10, with this date being a week away, we planned on paying when we had a moment to take from our busy lives. On 9/3, much to our surprise, our water had been shut off. I called a number after hours and the person I spoke with said " we don't handle billing" and hung up on me. With a wife, 2 small children, and 2 dogs, I was concerned. My wife took the next morning off because the kids and her could not shower, and called the Cary aqua office to remedy this. She was spoken to as if she was slime on the street by the manager, even after explaining the situation. She was told that nobody would be out to our house until the next day. She was also informed that it is not their responsibility to pay our bills. This began on 9/3, it is the afternoon of 9/5 and we still have no water. We paid our bill and the reconnection fee the morning of 9/4. At this point, we have toilets we can't flush, dirty dishes in the sink, children that haven't showered. There is no reason that a family should suffer because of an innocent mistake, and the fact the company is the only provider for water in our area. This is a perfect example of an abuse of power.Desired Settlement: We would like aqua to re-evaluate their costumer service policies and be more accountable for their actions. Would like a written apology to our family, and a reconnection fee refund.

Business

Response:

[redacted] contacted Aqua North Carolina regarding her water services being terminated on September 3; 2014. [redacted] stated that she mistakenly mailed her payment out to her previous water utility company. [redacted] stated that she did not receive her termination notice but, she received her actual billing statement. The representative informed [redacted] of the difference between a billing statement and a termination notice. The termination notice was mailed August 19, 2014 with a due date of September 2, 2014.

Review: my water was turned off I had forgot to look at my emails. but I called that very day and paid and called back with the conf. number I was told it would be back on the next day this was on a tuesday. it is now thursday and still no water so I called again and "tonka" said just because I called back and gave the number was not good enough. I had to call and set a time for the water to be turned back on. I tried to explain that it had already been 4 days and do to a back problem and medication that I take I do not drive. that I needed my water back on she said not her problem and it would be tomorrow. so that will make it 5 days. I did everything they said but they keep changing what they want. I really feel tomorrow will come and go with no water. thank youDesired Settlement: I dont want this to keep happening theres no other water company out here so of course they can do whatever they want

Business

Response:

A 10 day termination notice was mailed July 15, 2014 for July 28, 2014, in the amount of $140.76. The service at the property was terminated on August 5, 2014 at 10:56 AM.

Review: Aqua was supposed to turn water on today and they failed to do so without contacting me. I am not able to use toilets or shower in my residence for potentially 24+ hours......Desired Settlement: Turn my water on!

Business

Response:

Review: Our water service is cut off repeatedly. When it comes back on the water is brown and smells. You call to try to tell them and they say "oh you're the first one telling us about that" which I know to be false. Our community has a facebook page and neighbors are constantly complaining and talking about how they contacted Aqua. When you call customer service, the people are rude. They tell you they will return a phone call within 48 hours and never do. Bottom line- this is a for profit water company who know that we are stuck with them and they just do whatever they want. No need to be friendly, courteous, or even helpful! On top of all of this, we pay an average of over $200.00 (american) to them during the summer months. It is ludicrous. Actual water use charges are typically around $30-$50, the rest of the bill goes to them. Insanity.Desired Settlement: I want an apology and admittance of their neglect and wrongdoing in writing. A pro-rated bill would also be nice to exclude the days we were under a boil notice or without water, but that will never happen.

Business

Response:

Dear [redacted]:

I have reviewed your account and the conversation that you have had with Aqua representatives. The represntatives did offer to transfer you to supervisor’s voice mail but you declined. Please note that Aqua is an inbound call center handling in excess of four thousands calls per day which makes the availability of supervisors and previous representatives you have spoken to difficult since they are handling calls from customers.

Representatives did provide you with the option to submit a claim from for situation you encountered and explained that they are not authorized to grant credits on accounts. I apologize if you feel you did not receive satisfactory customer service and further apologizes for any inconvenience this matter has caused.

The representatives explained that there was a problem with Aqua’s pump which caused the situation you experienced. Unfortunately, this is part of the nature of business and Aqua makes every attempt to fix the problem immediately while ensuring the water quality is safe.

If you are experiencing an issue with the water being delivered to your residence, please contact Aqua customer service department at the number listed below and they will make an appointment to have a sample of your water collected, tested and have the situation rectified as quickly as possible.

All of the rates that Aqua charges have been approved by the Texas Commission on Environmental Quality. You can visit their website at [redacted]/, for additional information or contact them with questions..

You can reach Aqua’s customer service department at ###-###-#### between the hours of 7:30 AM – 5:00 PM ET, Monday through Friday.

Sincerely,

Michael *. S[redacted]

State Coordinator - TX

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:

Review: Complaint About Aqua America Water Company

We are [redacted] and [redacted] and we are writing this complaint about our water company Aqua America. We live at [redacted], Texas.

In February our water was shut off and it was off overnight until [redacted] called the next morning and found they had got the medical letter and they sent someone out to cut it back on.

Our real problems with Aqua began March 21,2014 when our water was shut off. We called to find out what was going on and were told they shut it off because we hadn’t paid the bill. We told them there was a medical notice sent and we were then informed that they couldn’t accept those anymore because we had reached our limit on the amount allowed to be used with a Dr.’s note.. They had allowed us to put off our bill by the Dr sending a notice of our bad health. We did not know there was a limit on the amount. No one ever informed us there was a limit or what the limit was we are still assuming it’s about $500.

When we asked what it would take to get our water back on we were told it would be about $587 ( which included a $25 reconnect fee and a $50 deposit). We asked why they had not sent us some type of notification that they were going to shut off our water and were told they sent a 10 day shut off notice. We never received any type of notice .When we asked what was the amount limit that could be put on a Dr.’s note and were told the representative wasn’t exactly sure.

We did not have this type of money so we started calling around to see if there were any area agencies that may help us. We were told by several places that they wouldn’t work with Aqua because Aqua wouldn’t work with them with pledges because Aqua wanted their money then and there. Finally we found a church that would help with half of the bill. That was [redacted] Church. We couldn’t find anyone else to help so we went to our friends and borrowed the rest. Finally after a month of hauling water from our daughters in 5 gallon buckets, April 21, we paid the bill and got our water back on.

Not even 2 weeks later we get a water bill for $45.06. We called Aqua to find out how we owed this much when our water was off. We were then informed that there is a monthly water based facility charge of $45.06. How when there was NO service. Aqua says we still have to pay it. We then ask if we needed to get a Dr's note so we can put off the bill and was told no that we only needed a note if we were getting a disconnect notice.

Between May and July we were broken into, robbed and vandalized 3 times. [redacted] was badly assaulted during one of these and had a heart attack because of 2 of the incidents.

The end of May Aqua came out to cut off the water and we told him we had already sent a Dr’s note, why were they cutting it off. He said he would leave it on for the night because it was 5pm and he couldn’t reach anyone, but if they told him in the morning that there wasn’t a note he would have to come back and shut it off. We never saw him again. When we called the next morning they said yes they had received the note.

In June we sent a Dr’s note for our bill because we are trying to get the loan for previous bills paid off and getting fencing up to help protect our property. Nothing was said. Around the first week of June our water was cut off. When we contacted them they said we had to pay anything we owe to get the water back on. Once again, no shut off notice or any other notification. We informed them we were going to contact the utility commission and were told “ go ahead, it won’t help.” Later that day I accidentally flushed the toilet and there was water, so we assumed they realized their mistake and cut it back on.

We needed to use a dr.’s note once more in July, but our water was cut off anyway on July 31 and we had no notice, no letter of disconnect, no phone call, nothing. It was cut off at 4:55 pm, so when we tried to call they were closed, no water for the night. The next morning when we finally reached them we were told we needed to pay $245 to get it back on. When we asked about the Dr,’s note we were told we could only use a Dr.’s note 3 times in a year.

The next morning at 8am which was August 1 we called and paid the $286 (which included a $25 reconnect and a $50 deposit because they say we didn’t pay the $50 deposit in April when it was cut back on) and we were told the water would be back on that day. At 4pm the water still wasn’t on so we called Aqua to find out when they were coming. We were then informed that we would have to pay $515.46 to get our water back on because the satellite system was stolen, the pin ears were cut and these things had to be replaced at our cost, because they believe we did this. They then connected us with the supervisor whose name was Gary. He informed us we stole this stuff and to benefit us getting water. We argued back and forth for some time and [redacted] started having chest pain, so he then ask Gary what can we do for arrangements to get the water back on. He said he would knock off the $270 labor fee and I would still have to pay the remainder. I ask if it could be put on my bill and he said to call the main office and see if they could do that. We then called the main office and was told they weren’t authorized to do that, that she would have to call a manager to see and it got too late in the day to do it. We were told to call back Monday, leaving us without water for the weekend.

On Monday we called back and we were informed we would have to pay at least $245 to get the water back on and it must be paid up front. When we asked to speak to a manager we were told customers aren't allowed to speak to management. [redacted] hung up the phone. Later on in the day Judy Moffeit from the local office called and said she had a bill for the parts do we want her to have one of her guys bring it down we said yes and he did. It is a bill for $515.46.

We are at a loss with what to do with this company. Every time we talk to someone it’s different and we get charged for it, it seems. We have not tampered with any meter or satellite. [redacted] and [redacted] are both disable, we can’t do the stuff to their equipment they say we are doing. How do we fight back? [redacted] has had 18 heart attacks and can’t be getting too upset so at times he just has to back off and accept whatever they say, but this is getting too far. This newest bill will make it about $1400 since April that we are being forced to pay. We get $1200 a month Social Security and can't afford this.Desired Settlement: to pay for parts that was our responsibility and to make sure they communicate with us when there are problems.

Business

Response:

Dear [redacted] and [redacted],

Review: I was made aware in November that the company had made an error in billing and had not billed for water usage. I had been paying faithfully monthly the amount that I had been billed when I received an email telling me I owed close to 400.00. I called and made a payment arrangement with company nov 13th to make 8 monthly payments to get it caught up. I received a disconnect in December and demand for payment in full stating I had not lived up to the agreement. I called them back and told them to get a mgr to listen to the recording as I had told the lady I would make my regular payment in nov like I had been and she told me to wait until I received the bill in dec. I made a payment dec 2 and then another on dec 21. I received another email for full payment on demand 3 days ago and made payment in full on jan 13 2014. I cam home tonight from work to find my water had been disconnected. When I called and spoke to the woman she said that it was off for non payment and when I said I had made the payment on the 13th she said they had 24 hrs to turn it back on and refused to call tech to come back out to turn on. I explained she had my money paid in full and she still refused. I then told her that I was turning the water back on myself and she needed to have someone call me. I have not heard from anyone and I have turned my water back on. Because of their error in billing I had to endure a hardship with trying to pay it all at once like they demanded. This is the only water co in this city and I have no other choice but to use them. They are in PA and all payments I make are by phone and they are sometimes hard to contact.Desired Settlement: This company needs to be investigated for the way they do their billing and whenever payment arrangements are made they need to be followed through by the company. I did everything that I said that I was going to do when I made the arrangement. I would actually like to be compensated too if at all possible for the harassment of having my water shut off After I made payment in full. I feel like they run the market here and think they can treat customers how they want because we have to have water

Business

Response:

Review: I was worried about not having paid enough on my account, and I wanted to avoid having my water disconnected. So I called Aqua's customer service line and went on their website several times to make sure that I knew the due date to avoid disconnection. I was informed several times that it was September 30th. Indeed, it still says September 30th and there is nothing on the website to indicate any other due date. Yesterday, on September 23rd, my water was disconnected. I was unable to find out about this until after work, and I called Aqua's customer service line at 5:20pm. I was told that it was "after hours" and that I would not be able to have my water reconnected, this despite the fact that we had guests from out of town visiting with a baby. Today, on September 24th, I called Aqua's customer service line at 8:05am. I was told that, in addition to a past due balance (with a due date completely unknown and unknowable to me), I would have to pay a $35 reconnection fee, and that (because they refuse to do "same-day" reconnection) the reconnection would not take place until September 25th. Every representative but one (every supervisor I spoke to) completely ignored the factor of guests with a baby, and the one said that in order to get the water reconnected today we would have to get their physician and them to sign the same document (despite the fact that, due to being out of town, they and their physician cannot both access the same document). So now I'm going two, maybe three, days without water despite having done absolutely nothing wrong.Desired Settlement: I should be refunded the $35 reconnection fee along with $50 for the egregious discourtesy and inconvenience.

Business

Response:

A 10 day shut off notice was mailed on September 4, 2013, for September 17, 2013 in the amount of $118.89. The service at the property was terminated on September 23, 2013, 4 days after the stated date on the notice.

Review: Aqua is our water company... our ONLY choice water company. We have have dirty, non drinkable water for months. I have met with representives of the company in regards to this and our damaged clothing (damaged by dirty, stained water in the washing machine) they today offered us a $10.00 settlement... I only want what we pay monthy for..... Clean waterDesired Settlement: That Aqua will pay REASONABLE damages for our clothing and give us the CLEAN water we pay for

Business

Response: