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Aqua Virginia

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Reviews Utility Water Company Aqua Virginia

Aqua Virginia Reviews (2)

Review: After receiving a water bill for 10 months @ our new construction residence, we rec'd an extraordinarily high water bill.

Called the company and was told that we had only been being billed for "service charges" every month. This bill reflected the actual usage since we moved in.

I was told the reason was due to faulty service equipment, the meter guy was never able to get a reading and they only found it when they did an inventory.

Was told I needed to pay immediately. I then inquired what is going to prevent this in the future, the operator then offered a service call and said I could wait till after service call to call back and set up payment arrangements. Due to my work schedule I selected the earliest time frame offered, 8:00-10:00 am. I called @ 9:00 am this morning, to get an update on tech's arrival and was told that my time frame was 10:00-12:00.

I told the operator that is incorrect and she stated that's all she has. I then asked her to please call tech and ask him to call me with an ETA, she stated they have no way to contact service techs.

I am disappointed in this Service Provider.

I cannot believe they changed my Service call time frame w/out so much as a text/email/phone call as they have all of my info on file.

[redacted]I regret that our local government has seen fit to allow a Monopoly for our utilities. Our choice has been taken away as to whom we wish to do business with. Therefore there is no real

Customer Service because there are no other choices. When we lived here before [redacted]. provided our residential water & it is a local company that provided stellar Customer Service!

AQUA you should be ashamed of your shoddy business practices and poor customer service. Lucky for you, the local residents are unable to select a different water utilities Company that cares about us at the Grass Roots level.[redacted]

I CALLED BACK THE TOLL FREE NUMBER AND REQUESTED THE CONTACT INFO FOR OUR LOCAL REPRESENTATIVE, I WAS QUESTIONED REPEATEDLY AS TO WHY I WANTED IT. FINALLY I WAS

GIVEN A # AND EXTENSION FOR "[redacted]", AND LEFT A VOICE MAIL REQUESTING HE RETURN MY CALL. NOTHING YET............SHOCKER~Desired Settlement: [redacted]UPGRADE/RETRAIN YOUR CUSTOMER SERVICE CENTER[redacted]USE COMMON SENSE & COMMON COURTESY WHEN DEALING WITH YOUR CLIENTS[redacted]MAKE YOUR LOCAL OFFICE REPRESENTATIVES AVAILABLE TO YOUR LOCAL RESIDENTS[redacted]

Business

Response:

Revdex.com received a message for the company stating that they contacted the consumer on October 2nd and explained the error on the account and also set up payment arrangements. Also the company stated that they are having internal coaching for the service window error and sent out communication messages to their customer service.

Review: I am filing this complaint on behalf of my mother, [redacted] M. [redacted] (78 yrs old). She has given permission to speak for her as well as handle this billing issue for her with Aqua Virginia Inc. My mother received a bill last month for $705 for one month. Together, we contacted Aqua Virginia Inc, to discuss this mistake and to no avail, a solution nor a clear explanation was provided on Aqua Virginia Inc., behalf. I requested to have a Manager call us back and 1 week later the same representative, called back to say the bill is correct. We were advised that my mother was not being billed "Usage" for over a year and for the past year she has only been paying the administrative fees. My mother was paying what was reflecting on her bill, she was unaware she was not being billed for "Usage". We were initially told that her meter was not working. We immediately retrieved "All" of her water bills for the past 4 years. Year 2012 she was billed "usage" the entire year except for the months of February, March, April, May and December and for the year 2013 she was not billed "usage" at all. Keeping in mind, she was still paying what was being billed to her, which was told to us, was just the "administrative fee". I advised Aqua Virginia, Inc. that according to our records for the past 4 years, if you add up the 11 months that my mother was not billed usage, by using her highest bill of $35 per month, this only totals up to $385 (keeping in mind, this is using her highest bill". My Father passed away in May of 2012, so her bill should be alot less than $35 per month. Plus, we subtracted the administrative fees that she still was being billed for and paid, of $17.00 per month (highest average) for 11 months and this comes to a total of $187. The total amount that we arrive at that my mother owes for the 11 months she was not being bill usage for is $269. Definitely not the $705, she is being billed. Aqua continue to bill my mother a $700 dollar bill. Now over $700.Desired Settlement: To adjust bill to reflect the correct amount due of $269. Not the $748 bill she has received now and continues to increase, pending the outcome of this request for resolution. We have all of the supporting documentation to reflect how we arrived at the $269, if needed.

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Description: Water Companies - Utility

Address: 2414 Granite Ridge Road, Rockville, Virginia, United States, 23146

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