Aqua Ohio, Inc.

Review: They have estimated my bill due to meter not working properly, they switched out the meter then sent me a bill for 45,000 gallons of water $[redacted] to be exact. I don't understand how they can just estimate what to charge me. So it seems very unreasonable for me to pay for there mistake. Also late fees are going to be outrages due to bill being high at no fault of mine.Desired Settlement: They can not prove the correct amount of water used so I do not think I should be accountable for faulty equipment and unreasonable late fees.

Business

Response:

Aqua’s position is that a back bill, for previously unbilled water service, resulting from faulty meter equipment, was issued. In accordance with Ohio Administrative Code 4901:1-15-24, the company prorated the consumption based on the historical usage for this address.

4901:1-15-24 Billing and billing adjustments.

C) If a meter is found to be inaccurate or an estimated bill is issued, the bill shall be based on average historical consumption during corresponding periods for that specific customer. If consumption history for the customer does not exist, the same system class average consumption shall be used. http://codes.ohio.gov/oac/4901%3A1-15.

An audit of accounts revealed several consecutive zero consumption bills for this address. A field service representative was dispatched for immediate investigation. During the field visit, it was determined that the meter dials were stuck. Thus, the meter readers were unable to obtain actual readings from the meter. The account continued to bill with the same reading each month. In order to resolve the issue, the faulty meter was exchanged. Since there was no way to obtain an actual reading from the meter, the removed meter reading was prorated at 21 cubic ft per day based on past water consumption history.

A billing statement, in the amount of $[redacted], was mailed to the service address on March 27, 2015. This bill included service for 294 days of service for the period May 2014 – February 2015. The reported consumption was 6,100 cubic ft (21 cf per day). This usage is equivalent to the average daily consumption for a household of two people (based on 100 cf per day/per person).

When the customer contacted the company on April 14, 2015, for a billing explanation, a company representative reviewed the billing and consumption history and explained the prorated usage. The representative also offered a payment arrangement on the total account balance $[redacted]. The customer declined the offer.

The account is currently eligible for a payment arrangement. The customer should contact Customer Service, Monday - Friday between the hours of 8:00 a.m. and 5:00 p.m., to establish the payment arrangement.

In the future, if the customer receives a billing statement that does not include consumption charges, during a period when the property was occupied, the customer should contact the company immediately and request to have the meter read again.

In reference to the customer’s concern about penalties, there have been no penalties assessed to the account, since the back bill was issued. The customer must pay all monthly bills in a timely manner to avoid penalties.

Review: I was being billed $[redacted] for 4 months from August to December. I get a bill in December for $[redacted]. I called customer service, the first person I talked to informed me by water meter broke in August, and the tech was unable to read the meter, so they did not charge me any usage for 4 months. She also informed me it was my responsibility to check my bill for my usage. When I asked to speak to her supervisor, I asked why it took 4 months to fix my water meter, she did not give me an correct answer, when I asked why it took 4 months I still did not get an answer. When I said who's responsible for the water meter she said Aqua and when I asked who responsible to fix the meter she said Aqua, when I asked why it took 4 months with no notification or call that my meter was broke, she started to say I was asking stupid questions.Desired Settlement: I would just like the $[redacted] dropped off my bill from December.

Business

Response:

An audit of accounts revealed that this customer's account was estimated at zero consumption for the period September 2013 - December 2013. A Field Service Representative was dispatched to the property to inspect the meter and obtain an actual meter reading. The FSR visited the property on 12/16/2013. Duing the visit, the representative detected a faulty meter reading device. The faulty device was replaced and an actual meter reading of 8961 obtained. The estimated bills were cancelled and a revised billing statement, based on an actual meter reading, was issued on 12/19/2013. [redacted] contacted Aqua on 01/10/2014 inquiring about the revised bill issued on 12/19/2013. A company representative explained that the company did not bill water usage charges during the period September 2013 - December 2013, due to the inability to obtain an actual meter reading from the meter reading device. The representative also explained the new charges. The company's position is that it is not uncommon for an account to be billed zero consumption for several months. In most cases, the property is vacant. As such, it is company practice to audit accounts that have zero consumption for 90 days or more. These accounts are investigated immediately. The company issued a revised billing statement which includes charges for the water that registered on the meter. Unfortunately, the company cannot honor the customer's request to remove the December 2013 charges. In the futuere, If the customer receives two or more bills based on an estimated meter reading, the customer should immediately contact the company for investigation.

Review: have a 120 month loan with aqua ohio for connection charge for water service line. the loan was taken out on 8-20-2002 and should have been paid off 8-20-2012. I have made every monthly payment as agreed on the loan.in december 2012 I called them with concerns that I should have paid this loan off? they stated that next month would be my last payment 1-20- 2013 and they have continued to tell me that every month since then.baically I keep paying on this loan and they keep telling me next month is my last payment. I have requested a copy of every payment made to them on this loan and I have received nothing from them but the run around.I am at the end of my rope with them and don't know what else to doDesired Settlement: pay me back what you owe me and send me a copy of every payment made on this loan.also send me documentation that this loan has been paid in full.also feel that they should pay me back at 3.28% interest on what they owe me as that is what they charged me for oweing them money!

Business

Response:

Monday, March 25, 2013

Re: Revdex.com Complaint #[redacted]

Account Number: 001805366-0574164

Dear [redacted]:

This is in response to your Better Business Complaint filed on March 19, 2013, complaint number listed above.

The amount financed was $4,840.00 and the total principle charge was $4,887.02. There was an overcharge of $47.38 and the adjustment has been made to your loan account. The loan account is now paid in full. The credit from your loan account has been transferred to your water account.

I have attached to my response your loan statement, and a letter has been sent out to you confirming that the loan has now been satisfied and closed.

If you have any questions or concerns in the future please do not hesitate to contact customer service at 877-987-2782 Monday thru Friday from 7:30 am to 5:00 pm.

Aqua appreciates this opportunity to be of service to you.

Kind Regards,

Aqua Customer Operations

Review: Due to infrequent or non-existent paper statements (statements arrive roughly every 3 months by mail) large bills are accumulated. The current amount due as well as the due date of June 8th 2015 are not in dispute. The matter in question is the disconnect of service with no prior notification of intent, the only indication of interruption is a partially filled out disconnect notice. Which, while having lines for account number, account holders name, address, date, and time, as well as explanation for the disconnect contains only an address, date, and time portion filled out. Contacting the company at the phone number at the bottom of said notice which is self described as "24 HOURS A DAY" for an explanation as to why the service was disconnected a full 4 days before the due date of the bill proved unhelpful and the only resolution offered was the scheduled payment for 3 days before the due date does not count, and contact with the office during normal business hours would be required.Desired Settlement: Service restored immediately, notice states an adult must be present, however no such criteria was required for a disconnect. Waiving of service restoration charges. Monthly billing statements in paper form.

Business

Response:

Aqua Ohio's position is that the service was terminated for non-payment of an undisputed delinquent account. On May 15, 2015, Aqua Ohio issued a fifteen day termination notice for a past due account balance in the amount of $[redacted].**. The proposed service termination date was on or after June 01, 2015. The customer did not contact the company to dispute the bill or establish a payment arrangement. This resulted in the service being terminated on June 04, 2015.

On June 04, 2015, The customer contacted the company's after hour service to report that they had no water. The representative explained that the service was terminated for non-payment. The customer called the company again on June 05, 2015, during normal business hours, and advised that they did not receive a termination notice. The representative informed the customer that a termination notice was mailed to the service address on May 15, 2015. At the time of the call, the customer made a payment in the amount of $[redacted].**. This payment includes the past due amount $[redacted].** and a $**.** reconnection charge. The service was reconnected same date, June 05, 2015.

According to the customer, there were several months where they did not receive their billing statement in a timely manner. Our records show that the bills are mailed between the 15th and 19th of each month. The company has no record of the customer calling to report untimely bills. In the future, if the customer does not receive the bills by the 19th of the month, they should contact the company immediately to report the issue and request the balance due or duplicate billing statement.

The company notified the customer of the proposed service termination by mailing a fifteen day termination notice to the service address and leaving a three day notice at the property. Additionally, NCO, a third party collection agency, placed a call to the customer on May 26, 2015 regarding the past due balance. The customer is responsible for paying the $**.** reconnection charge.

The customer also inquired about company policy requiring an adult to be present during the reconnection of service. This is to ensure that there are no plumbing issues or water flooding during the reconnection process.