Artesian Water Company

With no choices in water providers Artesian Water will absolutely rip you offThe month billing was nothing more than to provide the company with larger quarterly revenuethe customer service fee that was once $every three months showed up for the same amount every month and now it $per monthAlso, they will come out and shut your water off for being behind one payment to also increase revenue since the charge is about $100-to turn back onArtesian will also turn the water off a little and not all the way to make you sufferWhile the customer service is ok they make up in cruel billing tacticsAfter all the fees every month you may have used $25-in water but after fees you pay about $50-Pay, pay in time or you will suffer the lack of water and a large bill to reconnectIf I had a choice I would switch!!!

Company Response to Complaint ID#***
Roman">By: Artesian Water
Date: January 30,
A review of Ms*** account and billing showed the following:
Bill Date Due Date Amount Due Date Paid Past Due Balance
10/6/2014 10/31/2014 $46.63 11/4/2014 $ 11/6/2014 12/1/2014 $53.70 ----------- $ 12/4/2014 12/29/2014 $49.03 ----------- $
1/5/2014 1/30/2015 $58.68
Customer didn’t pay the bill due 12/1/or the bill due on 12/29/
The bill dated 1/5/stated * SUBJECT TO DISCONNECTION IF PAST DUE BALANCE ($102.73) IS NOT PAID BY 01/25/(See attached copy of bill dated 1/5/14)An auto dial phone call was made to *** (the phone number listed on Ms*** account) on 1/22/that gave her an additional two business days (1/23/and 1/26/15) to pay the bill or be disconnectedWe check accounts on our shut off list at 8:a.meach morning against all payments received the previous day The list was checked on 1/27/There was no payment received from Ms*** and her account was scheduled for shut off that dayOn 1/27/Ms*** paid $at 9:a.mthrough Western UnionThere is no record of a call from her with the confirmation number or that she had made paymentOn 1/27/we shut off Ms***’s water service at 9:a.m.
On 1/28/she called Customer Service at 9:a.mShe spoke with Gayle who informed her that because she did not call in with the payment information on 1/27/that she was shut off. She explained that Ms*** would be charged for the turn off/on fees on her next statement, but that the water would be turned on that same day by 6:p.m.
On 1/28/she was turned on at 1:p.m Ms*** had several opportunities to make an on time payment and avoid disconnection. Had she called on 1/27/immediately after making her payment through Western Union and provided a payment confirmation number, we even may have been able to prevent the disconnection, although the time of payment was quite close to when our service man shut-off serviceWe do not receive notification from Western Union on a real-time basis. We receive a payment report from Western Union at 3:p.meach day. As we incurred the time (and thus expense) of disconnection and reconnection of the water service due to Ms***’s failure to timely pay despite the many warnings, the charges are proper and will not be waived

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the
offer I reviewed appear below
I do understand I signed up for e-billing but never received any bills, statements or disconnection notices via email They claim I received an automated phone call, which my phone records indicate otherwise NO calls were received And for phone call, not written mailed notification to be acceptable form of notifying a customer of a disconnection is criminal The Consumer protection act for utilities states the company is required to notify a customer days prior in writing and by phone (3) attempts, before disconnection This company feels they do not have to follow this procedure When I asked why all communication was sent via email and obviously I wasn't receiving it, they said they didn't receive an error that the message was not sent But that doesn't equate for human error of entering the incorrect email address I verified to them my email address so if it was incorrect, they could have fixed it at that time and said nothing to me that it was wrong Yes, they are correct I have since paid the past due balance and had my water restored I cannot have my children in my home without waterI was forced to pay them to have it restored I am not stating that I didn't owe the balance, but being a new customer I was unaware if the bill was monthly or quarterly My last water company, prior to moving to this address, was quarterly Without the proper notification of interruption of service put undo stress on my and my family that could have been avoided if they had proper billing and disconnection practices
Regards,
*** ***

I have the same issue that the water was shut off without any notices or phone callsIt is very disturbing

Attached is Artesian Water's response to Ms***'s rejection to our original response.Thank you

Revdex.com:
"">
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com ID
Company Response: Artesian Water
Date: 7/16/
*** *** ** *** *** ** *** ***
A review of *** ***’s account at the property address of *** *** ***, New Castle, DE was completed after receipt of this
complaint and these are our findings
*** *** is the owner of the property at *** *** ***, which he rents out to tenantsA tenant had moved out, and in the interim between tenants the water account was set up in the owner’s nameA bill was sent for the period of 5/15/thru 6/2/for 10,gallons in the amount due $
On 6/10/*** *** called and stated that he thought the bill was too high and that the property had been empty for the billing period of daysHe was advised that there might be a leak and on how to check for leaks*** *** said there were no leaks and wanted us to go back and read the meterOur representative explained that we could make an appointment to confirm the reading and also do a check for leaks at the property*** *** called back on 6/11/to set up an appointment on 6/17/
On 6/17/the owner met our technician for the leak check and meter readingThe meter reading was verified as correct and the technician showed the owner that a toilet was leakingThis possibly could have been the cause of the water usage in questionThat same day, *** *** called and stated that they still did not believe that 10,gallons were used and wanted the bill adjustedThe representative told her that it was not up to us to determine how the water was used but only to confirm the meter reading and that the bill would stand*** *** was still not satisfied and said that they were going to contact the Revdex.com
Below are the meter readings at *** *** ***:
• 4/9/
• 5/15/
• 6/2/
• 6/10/
• 6/17/
• 7/10/
The bill was not adjusted as the meter reading was confirmed and falls into line with previous and subsequent meter readingsIt is possible that during the billing period on 5/15/through 6/2/that a toilet or fixture was left running, which would account for the 10,gallons usage, however we are not required to determine how water was used only to confirm the reading and accuracy of the meter
We can have the meter tested at *** ***’s requestWe would set up to have the meter removed from the property and schedule to have a representative from the *** *** *** *** *** attend the testAs well, *** *** can also be present for the testingIf the meter tests accurately within the specifications set by PSC Rules and Regulations, then the customer (*** ***) would be charged $for the meter test as per our tariff approved by the PSCWe ask that *** *** contact us within the next days to either set up an appointment to have the meter tested or to pay the remainder of the bill due in the amount of $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details
of the offer I reviewed appear below.The company has not done anything I asked them to doI want my final bill along with the reading on the 31st and also the one from the day they cut the water offI have a right to see what they are actually charging and not just take their word for it I am very concerned since I spoke with two different customer service reps and received different stories I also want my $back because no came out to turn the water off until after the 31st which was stated by both reps

Please see the attached company response. Thank you

Please see the attached response to Mr*** concern.Thank you

Revdex.com:
" line-height: 150%;">I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do understand I signed up for e-billing but never received any bills, statements or disconnection notices via email They claim I received an automated phone call, which my phone records indicate otherwise NO calls were received And for phone call, not written mailed notification to be acceptable form of notifying a customer of a disconnection is criminal The Consumer protection act for utilities states the company is required to notify a customer days prior in writing and by phone (3) attempts, before disconnection This company feels they do not have to follow this procedure When I asked why all communication was sent via email and obviously I wasn't receiving it, they said they didn't receive an error that the message was not sent But that doesn't equate for human error of entering the incorrect email address I verified to them my email address so if it was incorrect, they could have fixed it at that time and said nothing to me that it was wrong
Yes, they are correct I have since paid the past due balance and had my water restored I cannot have my children in my home without waterI was forced to pay them to have it restored I am not stating that I didn't owe the balance, but being a new customer I was unaware if the bill was monthly or quarterly My last water company, prior to moving to this address, was quarterly Without the proper notification of interruption of service put undo stress on my and my family that could have been avoided if they had proper billing and disconnection practices
Regards,
*** ***

Please see the attached response and a copy of the meter test

Revdex.com:
150%;">I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I read the response Artesian wrote to my complaint, I never have past due amounts I get paid biweekly and I split my monthly bill in 1/and pay accordingly to my paycheck. Over the past to months Artesian has been over charging me and telling me they will not adjust my bill to a fair amount. My monthly bill should be $it has not been there for months. I cancelled my appointment with Catholic Charities because you can only use them 1x per year. If I use them in January and Artesian continue to over charge me I would be at risk at a later time for REAL help. I have been struggling to pay this horrendous water bill and now my other creditors are suffering. Being a single mom of children this added expense leaves me struggling month after month. I want an adjustment of the new charges. the bill of $due in February I cannot pay even with the $plus monthly charges to Artesian. Their meters know gallons of water did not leave my property why charge me as if my old running toilet extracted water from my property. I just got my sewer bill from its lower than the previous year $meaning I do not have extraordinary water leaving my property why charge me month to month this horrendous bill and tell me there's nothing that can be done about it but pay this overcharge. I was advised by Artesian it would be an additional $charge to have my meter check with Revdex.com getting involved I see they sent someone out and the problem has been magically solved. No refund of the over charges for the past few months. Please investigate their practices and help me lower my upcoming bill. After learning my toilet was causing meter issues I turned that toilet off completely until I hired a professional Plummer to fix the flap which cost $2.00. there was no way I incurred another $water bill from Dec to Jan. I need your help in receiving a fair monthly bill for this water bill I'm responsible for paying in Feb 2016. I paid the erroneous last bill as promised I have exhausted all my funds I need help in stopping this company from robbing innocent new homeowners and telling us its our fault
Regards,

Can’t find a way to remove my complaint from yesterday concerning Artesian Water in DE but would like to have it removed. Jordan just contacted me and went above and beyond to resolve my issue. While the check is taking too long to process, I’m grateful for Jordan’s outstanding service!

I canceled my service upon moving out-of-state and received notice one month ago that I had a $195 credit that would be mailed to me. One month later, no check. I’ve called several times and was told it would take 2-3 weeks, then one month, and now they are saying it still hasn’t been reviewed by senior management to cut the check. They require payment on time from customers and should return credit balances in the same timely fashion. I was told a supervisor, probably Thomas, would call me back but no one has called. I asked for an email address and was told there was no personal email address to give. Appalling.

Please see the attached response. Thank you.

Good afternoon,Attached is the company's response.  If you have any further questions, please let me know. Thank you,[redacted]

Attached please find the company's response.Thank you.

Please see attached response.Thank you.

Please see the company's attached response.Thank you.