Aqua America, Incorporated

Review: For about the last 5 or more years, [redacted], a subsidiary of Aqua America, has over charged us. We have tried to explain the differences, but they don't care. The treatment we receive as customers is sad. This company needs to look closely at who gets charged what. We have proof that 2 different homes on the same street get charged different rates and added fees that do NOT show up on the others bill.Desired Settlement: Aqua America be subject to a full panel board to inspect their practices on rates , charges , and billing. For the person responsible for the overcharges be removed from office.

Business

Response:

Dear [redacted]:

Review: Aqua services has caused collection issues due to their poor accounting practices. They have refunded money for a bill and then subsequently turned around and reported it to collections due to their in ability to explain multiple accounts. Resolution has been attempted to no resolve with a very poor call center.Desired Settlement: I do not deserve this reported on my credit report because they failed to merge accounts and have a master date management issue. Instead they flagrantly send this to collections but can't even explain why I received the refund.... I finally discovered that they have two accounts ... only one water line in the system.

Business

Response:

[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.

Review: Aqua PA disconnected our service with a ZERO BALANCE due. They acknowledge the error but are unable to turn service back on same day. At 10am this morning they advised it would be no longer than 24 hours or by 5pm the following day. When it was pointed out that was over 24 hours I was told I was arguing semantics and suggested we go buy bottled water. In addition, they are charging me $50 to restore service that shouldn't have been turned off in the first place. We are also required to take unpaid time off of work in order to be home between the hours of 8am and 5pm when they come to turn service on. If we do not take time off work to be home they will not restore service. This has become a very expensive error on the companies part. I have filed a complaint with the FUC as well.Desired Settlement: I want the $50 payment to restore service credited to our account and I want to be reimbursed for the time off of work required to be home when they do restore service.

Business

Response:

Monday, April 29, 2013

Review: My Daughter has severe asthma I have had several medical forms that was completed but wrn was in the hospital with my daughter in the first week in april for her sickness we came and my water was off no notice or nothing they didn't even give me a chance to get another form. And Aqua informed me that I am no longer eligable for another medical form so my children and I had to go in a shelter after a few weeks my childs doctor was determine to help so he filled out another form and they excepted it my water is on now and today on june 3 I tried to talk to customer service and make payment arragements and they refuse I am low income and cant afford to pay the whole thing at once

.One more thing that entire time it was off I try callin to get it back on and they refuse told me no payment arrangements while service was off I dont wanna go back to the shelter I wanna.. make an arrangements with them THEY ARE REFUSING I AM DESPERATE PLEASE HELP.USDesired Settlement: I want to keep my water on and I want payment arrangements so I can pay them what I owe them but in a stretched out time

Business

Response:

Friday, June 07, 2013

Review: Recently our Home Owners Association notified the neighborhood that they would no longer be providing sewer treatment and that it would be put out to bid. A month or two later we were advised that the Company taking over the Sewer would be Aqua America (locally known as Aqua [redacted]). We were told that if we did not want this company as our sewerage provider then we were to attend a county meeting at a certain date/time. My particular household was unable to attend but we notified our Home Owners Association that we did NOT want Aqua as our sewerage provider (we did a lot of reviewing online and saw nothing but trouble). The HoA assured us that our issues would be brought up and not to worry.

The next thing we know Aqua is the provider, apparently our concerns were not counted for (that is another issue). This was about January time frame. We were then told by the HoA to no longer send them money for the sewer bill and that we would be receiving a bill from Aqua. January clicks past, February was mostly past when we got a hand delivered letter (that had been mailed, but mailed to the wrong address) and in this letter Aqua explained that a bill would be forthcoming. Well the bills never showed up, at that point we did not know what our monthly service would even cost let alone have an ability to pay any such bill as we had not received anything.

Fast forward to March and the whole neighborhood finally received bills for the last three months all on one bill. And then the very next day the whole neighborhood received 10 day shut off notices and that our accounts were in collections. This is absurd. I called Aqua and talked to customer service to no avail. They were unwilling to change any of the charges or talk about a solution until I agreed to pay the bill or set a payment plan to pay the bill. The first issue I have is in my opinion we should not be responsible for paying the first two months of the bill because someone in their company was unable to enter addresses correctly. Why should I have to pay for their quality control, or lack thereof for that matter. I asked them to remove some of the bill since it was not out fault and they said that they could not remove money for services provided. I asked them how could I be responsible for something that I was never billed for?

The amount of money is not the issue at hand, it is the treatment of the customers and the unwillingness to admit to mistakes and making the customers pay for the company's mistakes.Desired Settlement: In my opinion if Aqua cannot take away the charges of the previous months, even though it was their fault and lack of quality control that lead to the issue at hand, then they should provide the next two months at no charge or a very reduced rate. This company does not have a good track record here in [redacted] and WILL be voted out as soon as the HoA is in the right hands, the owners.

Business

Response:

Tuesday, April 09, 2013

Review: We call Aqua to report we had a slow leak in our pipe.... Wef were told it would be 125.00 for them to come out... we then called them back and cancelled the apt. The guy then showed up 10 min later, and proceeded to tell us "you didn't even see me" after we already cancelled the apt. After that our pipe broke off before the meter by the way had no way to shut it off in the house, so we called back and told them we needed them to come out now because out pipe was going off like a hydrant.... we expected that 125.00 but them the guy told us that we had to pay for the first call too. We cancelled that one 10 min before he got here... he told me to take it up with the office monday.. all the calls are recorded and time stamped... I called monday and they proceeded to tell me that the dispatcher didnt put in her notes that we cancelled the first call and we would have to pay the 125.00 for that call too. I told her that I was told that all the calls are recorded, and she told me that she didn't know what was recorded on the after hours line.... She said we have to pay the extra 125.00 for the cancelled apt. and the one where they actually provided services and the one to turn our water back one..... I really dont feel we should have to pay for a service we didn't receive and cancelled... thats a 125.00 we don't have.... this is not right!!!! Just because their dispatcher didn't put in the computer that we cancelled the apt. and they wouldn't pull the recordings, we are being over charged!!!! Please Please list them on your site....Desired Settlement: That we are4 not charged for a service we cancelled, and were not givin!!!! There is a recording out there somewhere, because all of their calls are recorded!!!

Business

Response:

Thursday, August 29, 2013

Review: Turned water off on August 4th without sending a notice and current bill stated it was not due until August 12th. Have been a customer for 15 years. Then extorted an additional $82.16 to have it turned back on.Desired Settlement: Refund of extorted additional reconnect fee and deposit.

Business

Response:

August 21, 2014Dear [redacted]:Aqua North Carolina, Inc. (Aqua) provides the following response to [redacted]’s complaint.Aqua's billing cycle are monthly and [redacted] is not consistent with making his payments by the respective due dates. [redacted] received a 10 day shut off notice dated July 18, 2014 with a termination date of July 31, 2014 for the amount of $243.77. Pass due Amount: $ 121.77 Reconnect Fee: $35.00 Service Deposit; $ 87.00 Total amount due if service is terminated: $243.77 the notice provides detail information regarding making payments and if the service is terminated.The last payment made on the account was May 06, 2014 in the amount of $37.74 this account is in arrears. Aqua does offer payment arrangement options to their customers that qualify which is also, outlined in the notice.If you require additional information regarding this complaint, please contact me at ###-###-####.Sincerely,Alice G. Regional Customer Care Coordinator

Review: Since moving into our home in 2009, we have called aqua a few times every year to try to reduce the amount of sediment in our water, which is filling our appliances and plumbing equipment. Our bath tub water is frequently brown and looks like dirt is in the tub. Sometimes it is so bad that you cannot see the bottom of the tub. We have also reported to them in the past a metallic taste and strong odors coming from the water. We recently now have lots of air in the line causing loud knocking sounds in the pipes. We have also recently seen new light brown sandy colored sediments coming out of the faucets in large quantities. The tanks to our toilets are filled with black sediment and our toilet flush mechanisms keeps breaking. I worry that our hot water tank could break from all the sediment that accumulates in it. We flush it every few months and the sediment in it is so thick and disgusting.

I called Aqua about a month ago and a tech came to my house, only to tell me that they were working on it and getting the water tested and someone could call me. I said to please have someone call. She left and I still have not gotten a call. I emailed aqua on Monday 3/25/12 in the afternoon and still no reply. I wrote to both the customer service link on their website (that promises a reply within 24 hours) and also to the local interim customer service manager “[redacted]”. I got an automatic reply that the service link on the webpage received my message.

We have not received these recent water test results or any feedback from Aqua on these issues and they have been ongoing for over 4 years. Our home is brand new construction, built in 2007. In the past Aqua has told me things such as “I need to call a plumber because it is just my house with these issues and it has nothing to do with the well” They do not fix the problems, just avoid and spin your wheels. We have resorted to installing a costly whole house filter, which needs to be replaced prior than manufacturer suggestion and are drinking from a separate water cooler. We have a small child in the home.

We would like to have our water quality improved, as they have a monopoly for this kind of service in NC, so basically they’ve got us! We also would like for them to do a better job of keeping the annual water quality report current and available on the website, as they do not offer a paper copy and the website is frequently down or outdated. (a violation of the law) I have noticed that over the 4 years I have lived here, this is not always done. We would like Aqua to have transparency about what is going on with our well water, water quality, and how they are fixing these issues. We would like them to actually fix the problems rather than putting a band-aid over it or avoiding. We would like them to send all the homeowners a letter telling us about the condition of our well, our water quality results, what why we are experiencing what we are, and how they plan to address these concerns. It is a shame that they have not even done this, the very least. I have spoke with numerous neighbors who are also having similar experiences, so it isn’t just us. The fact alone that Aqua has not given any feedback should raise some red flags about their ethics.Desired Settlement: Nessecary and correct repairs to our well so that these issues are permanently resolved and not "patched".

A letter from Aqua to all the residents supplied by the [redacted] farms wells explaining what recent tests were done, why, and what the results were. A detailed water quality report dated within the last 30 days. And details as to how they plan to resolve our well issues as a community.

Monetary compensation for needing to replace household items damaged/affected by our poorly maintained water quality. (including appliances, filters, plumbing and water heaters)

Compensation for purchasing seperate drinking water for the last 1 1/2 years and other nessecary home improvements related to our water quality.

Business

Response:

Tuesday, April 09, 2013

Review: AQUA provided my water services at my previous address of [redacted]. I contacted AQUA some time in September 2013 to cancel services due to a move scheduled October 1, 2013. The property of [redacted] is in bank foreclosure, and the water to the property was shut off some time in the beginning of October. Again, the water was SHUT OFF. I received an outstanding bill from AQUA dated 12/16/2013 in the amount of $177.93. I contacted Customer Service, and was told that they "had no record" of me requesting the water to be shut off. I spoke with two Supervisors, [redacted] and [redacted], and I explained that the property was abandoned and vacant as of October 1, 2013. I explained to them that the water was shut off prior to the property being vacated, and explained that I no longer resided there. I stated that I was not going to pay for a service that I did not receive, and was told that it was "my choice", and that the past due amount was still outstanding.

I would like to reiterate that the property was abandoned as of October 1, 2013. The bill I received from AQUA was for the months of November 2013 and December 2013. The water was OFF prior to leaving the property, and AQUA is demanding that I pay them for a service in which I did not receive. I am reaching out to you for assistance with settling this dispute with AQUA so that mine, or my wife's, Credit Report is not harmed based on a mistake of the company charging me for service to an abandoned property.

AQUA was unwilling to work with me even after I explained to TWO Supervisors the situation.

Thank you in advance for your time and assistance with this matter,

Respectfully,

Edward [redacted]

AQUA Account [redacted]Desired Settlement: I would like the balance to be corrected to reflect the property being abandoned and services no longer received as of October 2013.

Business

Response:

[redacted].

January 7, 2014

The Revdex.com

Re: ID # [redacted]

Dear **. [redacted],

Aqua’s records indicate **. [redacted] received monthly bills- mid-October, mid-November and mid-December.

Records reviewed from our customer service department notes on the account:

12/27/13 was the first contact we received from **. [redacted]. He stated he called in October to cancel water service. **. [redacted] reported the phone number he used to call in October and our phone log records were researched. **. [redacted] was advised that Aqua had no records of receiving a call from him in October and he was informed as such.

**. [redacted] is responsible for the bill until 12/27/13. The water was turned off on 12/30/13 and verified off at the curb as of today.

Along with the last meter reading when **. [redacted]’s account was moved out.

Attached is the meter reading and water usage report from [redacted], as the attached indicates, water was on and being used during the timeframe **. [redacted] is stating the property was vacant and the water was off.

If you have any additional questions, please contact me at [redacted] or ###-###-#### ex [redacted].

Sincerely,

Operations Support Coordinator

Review: I have received 3 mailings which appears to be from my Water Utility Co. as their name appears on the outside of my envelope for "Exterior Line Service". When I contact them they state they are not offering it but a third party is. As I read the mailing it uses the name "[redacted]" for [redacted] residents. It is not until I read to the end of the letter do I see ([redacted]) is an independent company meaning a "third party." It goes on to mention the word "Optional service/coverage" not a required service. This to me states that my water company that already has the "highest cost" for its resident in Ohio is (A) endorsing a business, (B) providing mailing via cost added to consumers bill and (C) implying they are offering the service as a matter of fact when they are not. I have all 3 copies of such mailings to provide as evidence and have complained to the [redacted] TWP Council in regards to this mailings as well as my senior neighbors don't understand this as well until I have explained it to them.Desired Settlement: I want Aqua to "cease and desist" using their name for [redacted] on the mailing via "envelopes and literature", stop promoting by using their website "AquaELC.com" for contact and request [redacted] uses their own and finally when the contribution of advertising dollars are withdrawn provide a "prorated discount/reduce charges" to my water bill from these savings from promotional and other advertisements for this third party as "optional service" only. I have all 3 copies of such mailings to provide as evidence and have complained

Business

Response:

Thank you for bringing this customer’s concern to our attention. This customer's concerns are regarding a mailing sent by [redacted] in partnership with Aqua America. Like many utilities around the country, Aqua has chosen to partner with [redacted] USA, a leading provider of home emergency repair service plans, to offer these service plans on an optional basis to its customers. Aqua has been offering this service option to its own customers for ten years and although Aqua is not this homeowner’s water service provider, the Company has learned from its own customers that many homeowners are not aware that they are responsible for the maintenance and repair of the water service line on their property. Repairs can be expensive and are not typically covered by basic homeowners insurance or by the local water service provider. This service offering not only provides an educational benefit to homeowners, alerting them to their responsibilities, but it also provides an option for them to protect against the expense and inconvenience of an emergency repair.

Aqua’s partner, [redacted] currently has partnership arrangements with over 35 leading electric, natural gas and water utilities across the country and provides these services to more than 1.4 million homeowners. [redacted] has performed over 600,000 repairs for homeowners over the last three years with high satisfaction ratings. All of the mailings sent to homeowners under the Aqua name have been reviewed and approved by Aqua before being sent out by [redacted]. All of the costs associated with the mailing and for the program itself are funded by [redacted] and no ratepayer funds are used for this purpose. This was the case with the mailing sent out by [redacted] which **. [redacted] received.

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: My resolution is to simply clarify that they are "endorsing and using" the business as their preferred Water/ Sewer back up and emergency line repair services. In the response to me it states they are. However, in their mailings, it states it is not.

The confusion is the misleading statement. Either Ohio Aqua "is or is not" affiliated with [redacted] USA and should be specified in writing via all mailings or communication given to consumers. I understand that while most of their response is "true", I want it plain so everyone can understand they do business together and therefore may cause conflict as to whether a services will actually be covered since it will not be a "neutral decision" in my opinion.

Aqua has chosen to partner with [redacted] USA, a leading provider of home emergency repair service plans.

Regards,

Review: They constantly turn my water off without notifing me then when I call in they say maintaince is eeing dine then give me a time it will be back on then that time passes and I call several more times and they wont give me a correct time this happens way to often for this company beeing the only one that provides service in my area customer service is great but they can never give me cirrect information and its frustrating I have two infants and eceryother week my water is shut offDesired Settlement: I refuse to pay a company that barely works however there is no other water companies in my area I just want my service to be what I pay for which is on and working without beeing shut iff everyother week

Business

Response:

[redacted] contacted Aqua on November 20, 2014 to report that she had no water service. A company representative explained that there was a main break in the area. The representative gave an estimated work completion time of 2:00 p.m. The main break was on Forest at 13th St SE. This was an emergency outage and not a planned outage therefore; the company was unable to notify residents in the area. The water was turned off at 9:00 a.m. for repairs and turned back on at 4:00 p.m., after the repairs were complete. The outage affected twenty-five residents in the area.

Review: They will not make payment arrangements with me again and I am in jail and couldnt make payment. On top of that I didnt get a bill for my daughter to make payment.Desired Settlement: able to make payment arrangements.

Business

Response:

The customer has been given multiple payment arrangements (6) and has defaulted on each one due to non-payment. Because of such rampant abuse of payment arrangements, the company has changed the payment arrangement policy. The customers will receive one arrangement and one reinstatement for the lifetime of the account. The customer can go to the PUC (which he has done) and received a PUC arrangement. The customer can also apply for the Helping Hand Program. His information was submitted to the Helping Hand office. The customer's bill was sent to [redacted], PA. [redacted]. The bill has not comeback to the company and the customer has not called the company to state that he hasn't received the bill.

Review: I bought my first home 2 years ago. I have had ongoing problems with the pipes underground at my home. My dad and I have repaired them each time. The last time I asked for a water bill adjustment from Aqua America. I submitted the form in July. In September they sent me a letter requesting receipts. I don't have the receipt for the small amount of materials I bought. There was no labor as the work was done by me and my dad. I have pictures of the yard where we dug. The way I learned about this leak was I came home from work and my water was turned off. Aqua did not notify me of what had happened. Apparently a neighbor had reported water coming from my yard. I thought they turned it off for nonpayment. It seems they would have notified me but they did not. During the time my dad and I was working on the water line we had to call for Aqua to come out. The two men that came out said they could put in a word for me to try to help get some money credited to my account. I have paid hundreds of dollars to this bill and have gotten behind on my mortgage. Aqua is not willing to work with me on payment arrangements saying they have been more than helpful. They are rude every time I call there. It isn't as if I'm not paying on it. I am. I am asking for help with a credit for the time that water was running down the street and some help with payment arrangements.Desired Settlement: I need some flexibility with payment arrangements and I wish to be credited for some of my bill.

Business

Response:

[redacted]'s account has been reviewed and it has been determined that he is eligible for a leak adjustment for his high April 29th and March 31st bills.

We have reached out to [redacted] on Monday, October 13th and Wednesday, October 15th to discuss the adjustment with him. A voicemail was left on both occasions at ###-###-#### which is the contact number on file for [redacted].

[redacted] can contact me directly at ###-###-#### to bring a resolution to this complaint.

Review: Aqua of America/Ohio changed their billing cycle from bi-monthly to monthly in November/December of 2013. Since this time, my consumption has doubled and there have been NO additional people move in my home, there has actually been someone that has moved out of the house in March of 2014. Looking at a bi-monthly billing from last year and it shows 1,990 CF from 5/14/13-7/15/13 (62 days) and my monthly billing from this year and it shows 2,020 CF from 6/10/14-7/10/14 (30 days). This is just an example, it obviously varies from month to month. There are also month's that it has gone down, but if you average it out it would still show that based on the new monthly billings, my family is using double this year compared to last year... again, this is not even possible considering that we have had 1 person move out of the house and nothing has been changed. I have made several calls to the customer service number and I always get the same answer... "You must have a leak". My house sits on a slab.... I would know if there is a leak, plus it has been checked multiple times. The other day I came home to a notice on my door advising me to call for arrangements to avoid disconnect, I called and was denied an arrangement because I had defaulted last month on one, I tried to explain to the girl that I knew I had missed it and that we have had some really bad stuff happen and that I just forgot. She said that there wasn't anything that she could do so it has been disconnected. I also tried to discuss the high bills with her, but she kept saying the same thing as all the rest.. You must have a leak, more people in the house, leaky hose, etc., etc. We scheduled a tech to come look at the meter, but 15-30 minutes before he arrived, a different tech was there disconnecting service. Meter tech said that he couldn't even look to see what was wrong without the water being on, but I did ask for him to change the meter..... Something is definitely wrong somewhere!!!Desired Settlement: I would like for Aqua America to explain how my consumption has changed so drastically since we use the same amount of water that we have used for years. This did not happen until we started getting monthly billings and I never had this issue with any other water company. Aqua really needs to examine their billings, I am not the only person that has been complaining about high usage since they have changed their billing cycle! Also, I'd like to have my service restored... I called and asked for the arrangement as the notice stated.... I own the fact that I missed the arrangement... things happen and sometimes people forget.

Business

Response:

The historical water usage, over the past twelve billing periods, shows a fluctuation between 31 and 69 cubic ft of water per day. A Bench Test of the meter was performed on 09/24/2014. The accuracy range of the tested meter is 100.17% which is within the 98.5% to 101.5% accuracy range stipulated by the [redacted]. The company has no explanation for the increase in consumption. The customer admits to performing a dye test in the toilet and the coloring appeared in the toilet bowl. This is normally the result when the toilet is leaking. The company’s position is that the account was accurately billed based on water that registered on the meter. The high consumption is possibly the result of a leaking toilet.

In regards to the customer's request for payment arrangements, company policy allow for two payment arrangements per account. In the last twelve months, the company granted two payment arrangements, for this account. The company granted the maximum number of payment arrangements for this account therefore; the account is ineligible for an additional payment arrangement.

On 03/10/2014, a payment arrangement was granted on the total account balance $570.64. The customer agreed to pay $142.66 per month towards arrears, plus current bills as due, beginning 03/15/2014. The customer did not pay the current bill amount $108.67 by the 04/04/2014 due date. This resulted in cancellation of the payment arrangement.

On 08/04/2014, a payment arrangement was granted on the total account balance $280.67. The customer agreed to pay $70.17 per month towards arrears, plus current bills as due, beginning 08/15/2014. The payment arrangement was cancelled because the customer did not pay arrears in the amount of $70.17 by the 08/15/2014 due date.

Contact Information:

Review: Aqua TX changed our water meter a few months ago. They have billed me $1200.52. I called them. They set up a monthly plan of $45.90 for 2 years for that amount plus my regular monthly charge. I am retired from TX Retired Teacher Assoc. I am on a fixed monthly income of $1000. Their billing system confuses me. I paid $45.90 this month. I didn't know what my regular water bill was. Now they have sent a 10 day shut off notice. I don't feel like I owe this much money. There is no way I can pay it. Please help me before they shut off my water.Desired Settlement: I would like to pay just what my water usage is each month. I don't feel like I owe them the $1200.

Business

Response:

Review: We are on a community water well managed by Aqua NC, the water quality is HORRIBLE. There are approximately 20 homeowners on this well, we are the only home that received a letter that there are trace amounts of lead in the water, our home is only 5 years old and has all new pipes. Why were other homeowners not informed of the lead levels in the water? Their recommendation is to have our children tested to check their lead levels, is Aqua going to pay for this? And again why were no other homeowners made aware of this? Also for the last 2 months almost nightly our water is brown, we can't cook with this water or drink it or even give it to our dogs. I pay Aqua between $50 to $60 per month for water and in order to have water for cooking/drinking I have to get water delivered from [redacted] and I'm paying an additional $20 to $30 per month for (which of course Aqua is not paying for). Last night the water was particularly bad and I was not aware of it until I did a load of whites...my kids karate gi's were in that load and are now ruined, they cost $60 each (I have put in a claim with Aqua which they said would take 7-10 business days for someone to contact me about). I should not have to do my laundry at a laundry mat and add additional costs to me when I am already paying for water I can't use.Desired Settlement: Aqua needs to improve the quality of the piping (which has been in the ground for approximately 30 years and is constantly having water line breaks and disrupting service that they then charge US to run our outdoor spikets to flush the line). The pipes in the ground are not up to code and are obviously not safe if our water is constantly brown. Instead of raising our rates they need to update their quality of service out of their pockets and not ours. I would love Aqua to reimburse me for the gi's and the cost of paying [redacted] for the last 5 years so we could have suitable drinking water and the cost of paying Aqua each month for water we can't use, I realize that this will not happen, but perhaps you could do something to make our water better. I should not have to be in fear that my kids will develop lead poisoning from our water.

Business

Response:

The Customer Consumer Report (CCR) is available third quarter (July) yearly. The report is available on Aqua’s website for customers to view.

Review: My Aqua America bill was due on February 7 2014 with a cutoff date for February 28 2014 my bill was paid on February 28 2014. However my water was shut off on March 4 2014 for non payment. I was charged a late fee and additional security deposit (80.00) for my service being disconnected and the issue isn't my fault my bill was paid by the cutoff date. Additionally according to Aqua's Supervisors even though on the receipt for payment displays in writing that payment applies to next business day therefore my payment was made on time posting March 3 2014.Desired Settlement: Billing adjustment

Business

Response:

**. [redacted] received a billing stated dated January 16, 2014, for services rendered December 10, 2013 through January 10, 2014, in the amount of $29.02 plus a past due balance of $45.34 total due on February 7, 2014 was $74.36.

A 10 day shut off notice was mailed on February 7, 2014 for termination February 27, 2014 in the amount of $74.36. The notice outlined in detail what was required to avoid termination. However; if services are terminated the past due amount plus reconnect fee $35.00 and $45.00 deposit is required in order to have service restored.

The service at the property was terminated on March 4, 2014, at 11:07 AM. **. [redacted] contacted the business office after service was terminated stating that she made a payment on March 4, 2014 in the amount of $74.36 at [redacted]. The company representative advised that she did not notify the company of payment prior to termination. When payments are made at local payment locations, it takes at least 24 to 48 hours to post to the customer’s account depending on the time of day the payment is made. The shut off notice clearly states if a payment is made that the customer should notify the company prior to termination date or prior to termination.

Unfortunately **. [redacted] did not notify the company of the payment until after service was terminated therefore; in order for the service to be restored, the reconnection fee of $35.00 and deposit fee $45.00 must be paid to have service restored.

**. [redacted] stated that she paid the bill prior to the due date. The bill was due February 7, 2014. The termination notice stated that the service would be terminated on or after February 27, 2014. The service was not terminated until March 4, 2014, which gave the customer additional 4 days to make payment.

**. [redacted] provided confirmation #[redacted] of a $80.00 payment at 12:12 PM on March 4, 2014. The service was scheduled to be restored on March 5, 2014. Company policy is to restore service within 24 hours of payment. The service was restored on March 5, 2014.

For your review attached is the shut off notice that was mailed to the property.

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 cut off date mailed to me by Aqua was dated for February 28 2014 cutoff date not February 27 2014 and I called aqua March 3 2014 not March 4 2014.

Regards,

Review: There are 2 charges on my August 16, 2013 bill --"Water Tracking Adjustment" ($69.09) and "Sewer Tracking Adjustment" ($16.16). I have no idea what these are and neither does Aqua America. I have called them 3 times and have been given the run around. The 1st time, I was told to hold and was hung up on, the 2nd time I was told I would be called back but never was and now, this is calendar day #4 since my 1st 2 call attempts and I'm still being told someone will call me back later when they can find out or find someone who can explain these charges.Desired Settlement: no further "mystery charges" on my future water bills

Business

Response:

Tuesday, September 03, 2013

Review: I received a bill for July for 109.18, I did pay it late. I paid the full amount and the confirmation number is [redacted]. I received my bill for august for 99.00 which is due August 12th, then I received a shut off letter in the amount of 433.00 and the shut off is due for August 4th. July and August bills even if the letter went out prior to me paying it does not equal over 400.00 The only payment that should be due now is the $99.00 due August 12th. So how am I getting shut off notices for $433.00???? I understand my payment was late and even adding late fees I still can't see it coming out to over $400.00. my last payment was 600.00 So July was 109.18 which was paid and August is 99.00 so If July is now paid August isn't due till the 12th why am I getting a shut off notice to be turned off on August 4th??Desired Settlement: I'd like to not be shut off on the 4th after my bill is caught up and it's not due till August 12th!

Business

Response:

The customer's June Bill which was due July 11, was $433.80. The customer was on a deferred payment plan of $15.00 plus current charges. So the customer was only reading the bottom line of the bill. The $109.18 consist of the current charges of $94.18 plus the $15.00 payment plan amount. The customer did not make the payment until 8/1/14. This caused her to default on the deferred payment plan. After defaulting the total balance became due. This is why the customer received a shut off notice. The $433.80 was not from added fees. The customer has a poor payment history and began accruing a balance after 5/18/12. The customer paid $600.00 on 6/10/14, the balance prior to that payment was $939.62. The customer called on 8/7/14 and the deferred payment plan was reinstated. She is not in danger of service termination.

Review: On 08/19/2013, called Aqua North Carolina due to a water leak at my water meter. A service man came out without my knowledge to find the water leak, he dug a hole beside the water meter but did nothing to repair the water leak. I was told the leak was on the water line coming into the house where the serviceman dug a hole. I don't know where the leak is, but was told it was at the same place where the serviceman dug the hole. I think and it looks like the serviceman hit the water line with the shovel that he used to dug with. The leak could have been at the meter in the beginning, but now it's leaking where the serviceman dug the hole. Aqua water company needs to repair this problem because they dug a hole on top of my water line and now it's leaking more water than it did in the beginning. It's their responsibility to repair what they caused not the home owner.Desired Settlement: Repair my water line at their expense and correct my water bill for any overuse of water that was not my fault.

Business

Response:

Tuesday, September 10, 2013