Artesian Water Company

Review: I had settlement on my residence at [redacted] on July 26, 2013. Approximately one week prior settlement, the previous home owner [redacted] contacted Artesian Water to replace the sewer pipe that runs from the house to the street. This request was made because it was determined during the home inspection that the pipe was cracked resulting in waste water back flowing into the basement. Artesian sub-contracted with [redacted] to replace the sewer pipe. On the morning of Tuesday, August 13, 2013, rain water opened up a three feet wide hole, which was approximately three feet deep, located by the wall of the house at the exact spot of the replaced sewer pipe. Rain water began seeping through the cinder block foundation into the basement. I have photos documenting the event. The previous home owner indicated no incidents of flooding into the basement in the previous eight years of ownership. This suggests strong evidence that the cause of the flood resulted from the replace sewer pipe. It is apparent to me that the excavation of the lawn after the pipe was replaced directly contributed to the erosion of the soil and subsequent flooding of my basement. Upon contacting Artesian Water, they disavowal any responsibility. To paraphrase the Artesian representative who contacted me [redacted]), "we were contracted to replace the pipe, we dug a hole, replace the pipe and filled the hole, we were not responsible for excavating the lawn." My specific complaint is that Artesian Water and [redacted] ARE responsible completing the repairs to the sewer pipe and ensuring that the quality of their work does not cause additional damage to residential property. Refusal to take responsibility for this incident or the quality of their work defies logic and certainly is a violation of the "good faith clause" associated with any contractual agreement.Desired Settlement: Excavate the lawn so water runs away from the house, compound soil to deter further erosion, pay for damages to basement (including ruined wallboard, clean out mud between walls and cinder block, power wash mud from tiles), ensure electrical outlets / lines are safe to use, and replace rug. I have an estimate cost of cleaning the basement from [redacted]n the amount of $1,893.82. Additionally, I had [redacted] consulting come to the house to determine options for excavating the front lawn to mitigate future incidents of flooding in the basement. Their estimate was approximately $900 to excavate the lawn.

Business

Response:

August 29, 2013

Company Response by Artesian Water

The former owner of the property, [redacted] had our Service Line Protection Program (SLPP) for her sewer line. On 7/10/13 the sewer line was inspected and determined to be defective. On 7/18/13 [redacted] excavated the front yard down to the sewer and replaced the sewer line from the house to the curb. The repair did not break the plane of the foundation wall, and the new pipe was tied-in before the foundation wall on the outside of the front wall. Per the Terms & Conditions of our SLPP the soil was placed back into the trench that had been opened and then tamped down.

[redacted] bought the property from [redacted] and settled on 7/26/13. The work done by [redacted] was completed on 7/18/13 while [redacted] was still the owner.

This summer has been one of the wettest summers on record and on 8/13/13 the Wilmington area got 3.23 inches of rain as reported by the [redacted] on 8/14/13. Our records indicate phone calls from [redacted] to our Customer Service Department 8/15/13 asking to speak with J[redacted]. He called again on 8/16/13 to complain that the sewer renewal wasn't done correctly and that the dirt was not restored properly causing the basement to flood during the torrential rains on 8/13/13. [redacted] and [redacted] both called [redacted] back and advised him that restoration isn't included in the SLPP, that it was up to the homeowner to complete the restoration and that the job was done correctly.

We understand that the excessive amount of rain likely caused the soil in the front yard of the property to erode. It is Artesian’s position that [redacted] did exactly what they were contracted to do, which was to replace the sewer line and replace the soil that had been removed in order to replace the sewer line. The failure of the previous and/or current homeowner to take any steps to restore the area prior to the storm on 8/13/13 would appear to be the cause of the situation described by [redacted] We would also like to point out that neither the previous homeowner nor the current homeowner ever contacted Artesian after the repair was completed to complain about the work. Only after the rainfall on 8/13 that occurred 22 days after the repair did [redacted] call Artesian to complain about the work.

Under the Terms and Conditions of the SLPP, Artesian is not responsible for restoration to any areas disturbed in the course of the sewer line repair, which would include any stabilization of the soil (grass seed, sod, etc.).

Below is the SLPP Terms and Conditions section on Exclusions:

Exclusions.

The Water Service Line Protection Program does not include the repairs of any work specifically and solely for the purpose of increasing water pressure or flow to structures, nor any parts not specifically identified as “covered.” Items such as pressure-reducing valves, booster pumps, stop & waste valves, shut-off valves, meter pits, meter pit valves, meter pit covers, lawn and/or fire sprinkler systems, etc., are not included in the Program coverage. The Program does not cover curb and valve box maintenance or repair. The Program does not cover leak repairs to any interior pipes beyond the shut-off valve inside the home, or beyond two feet inside the interior wall where the supply enters the home.

The Sewer Line Protection Program does not cover sewer lines not connected to a public or municipal sewer system; connected to a private septic system, tank or leach field; or connected to or from any non-conforming drain line such as a basement or storm drain system. The Program does not cover any clogged or blocked lift stations, pumps or any other mechanical device connected to a sewer line, or the maintenance or repair of any external sewer line clean outs. The Programs do not cover properties on pilings nor outdoor showers.

The Programs do not cover pre-existing conditions, new service installations, relocation or alteration of existing service lines, repairs and/or replacement parts damaged directly or indirectly as a result of participant or any other party working or excavating on participant’s property or in the vicinity of the service line or its associated parts. The Programs do not cover damages caused by natural disasters which may include, but are not limited to, earthquakes, hurricanes, coastal cyclonic storms (Nor’easters), flooding, landslides, civil disobedience, riot or war. The Programs do not cover dwellings with exposed service lines or those with pipes and appurtenances installed less than 36” under cover or not enclosed in a heated facility. The Programs do not cover the cost of updating non-leaking pipes to comply with any federal, state or local laws, regulations or ordinances, nor the repair or replacement arising from manufacturer’s recalls, defects or class action suits. The Programs do not cover the cost of restoration or repair to hard or soft landscapes unintentionally damaged or otherwise, by machinery or equipment. Landscaping includes, but is not limited to, driveways, walkways, patios, flowerbeds, sprinkler systems, trees, lawns, shrubbery and other plantings and structures. The Programs do not cover any clean-up of or damage to personal belongings, finished or unfinished walls inside or outside of the home, flooring or floor coverings.

Within 10 mins. of calling emergency personnel for a flooding road (Meadow/Airport), Artesian came to the rescue!! Not only did they stop the leak in sub-zero temps., but were able to resolve the issue w/out us losing water! Kudos Artesian! *On another note; their water quality has always been superior. Especially in this tri-state area. Thank you for exceptional quality!

Review: They won't turn water back in unless someone is there. The homeowner is in icu and they are making family member leave his bedside to be there to turn on. There was no notice of termination and charged $100 reconnection fee. No consideration for emergency care of loved ones. Can't make any exceptions given the circumstances. I feel the $100 deactivation should be refunded. This is caused extra stress on family members .Desired Settlement: Want refund of $100 re activation and more heaven forbid something happens to him while I have to leave to turn it back on.

Business

Response:

Attached please find the Company response to Ms. [redacted] concern.

Consumer

Response:

Review: In 2011 we moved to Delaware, purchasing our home in Millsboro. We were not use to the billing practices for Delaware. When we received a water bill from Artesian, we paid it each month and thought we were up to date on our bill. After ten months living in our home we received a bill from Artesian for a very large sum of money. I called immediately to investigate what the bill was. I was told it was the sewer bill. I explained this was the first I had heard of a sewer bill, I had never received a prior bill for sewer. They explained I was right they had not sent any bills and were catching up on the months I hadn't gotten a bill. I could not pay the full amount so we made a payment arrangement. Our family suffered financial distress for some time after that. We made every attempt to keep up with our payments. We were turned off at one point and [redacted] helped us with the bill so we could be turned back on. We made another payment arrangement and again was several days late, so the payment arrangement was broken. I received a bill saying if the past due balance wasn't paid by December 5th we were subject to disconnection. On December 2nd our water was shut off. I called to see what had happened, I was planning on paying the full amount by the 5th so why had I been shut off? I was told because I broke the payment arrangement they could shut me off when they wanted without notification. I explained I thought that was an unethical practice and even with their own bill it said I had to pay the past due balance by the 5th or be shut off. I had no choice and paid the full amount on that phone call using their payment method and my water was turned back on. When I received the following bill there was a reconnect fee for $100.00. I called and explained I should not be charged that because I paid the full amount due before the 5th of December and they had shut my water off prematurely on the 2nd. I spoke to a supervisor and he said they would not remove the charge. I told them I was disputing the charge through channels set up for the public and to please not take action until the dispute had been resolved. Well they are not honoring that request because I am being threatened again to have my water turned off again for the $100.00 reconnect fee that I have been disputing. I feel like I am being strong armed to pay for something that is clearly wrong according to their own bill sent to me. I have no outstanding bill at this time other than the $100.00 under dispute. My frustration is that if I had been sent a bill from the beginning, not 10 months after living in my home I would have not been in this situation. It was their fault to begin with and I have been paying the price for their mistake since.Desired Settlement: I would like the $100.00 to be removed from my account.

Business

Response:

Please find Artesian's response to Mr. [redacted]'s concern.When Mr. [redacted]’s account was set up in July, 2012, onlythe water account was set up. In January of 2013, it was discovered thewastewater account was not yet set in our system for billing, although theservice had been provided since July 2012. Artesian back billed Mr. [redacted] starting 8/1/12 for wastewater. Thetotal amount was $375.00. A paymentarrangement was set up with Mr. [redacted] to pay $31.25 plus the current monthlybilling on the 30th of each month. This gave the customer a year to pay the back billed amount. Thecustomer was shut off 6/19/14 for non-payment. The disconnect/reconnect fee was waived at the time and the paymentarrangement was reinstated. The customeralso received assistance of $150.00 on 7/18/14 from the customer assistanceprogram that [redacted] facilitates for Artesian.On 10/24/14, we sent the customer a bill for $696.85 due11/18/14 with a past due balance of $565.53. The past due amount needed to be paid by 11/11/14 to avoid shutoff. The customer paid $166.32 on10/31/14. No arrangement was made forthe balance. On 11/25/14, a bill for$667.54 was sent with a past due balance of $530.53 outstanding. An auto dial call went out to the customer on11/24/14 requesting payment of the $530.53 within two business days. The customer paid $200 on 11/26/14. We did not perform any shut offs duringThanksgiving week. The customer was disconnected on 12/1/14 for non-payment ofthe remaining past due amount of $330.53. The customer was advised to pay the past due amountof $330.53 and the disconnect/reconnect fee (of $100) would appear on his nextbill. The customer paid $467.54. Thisamount included the past due of $330.53 and the current charge of $137.01. On 12/23/14, we sent the customer a bill for hiscurrent water and wastewater charges of $142.40 as well as the $100disconnect/reconnect fee for the shut off on 12/1/14 for a total of $242.40. On1/22/15, the customer was billed $134.68 plus the past due of the $242.40. The past due amount of $242.40 was subject todisconnection of the water service if not paid by 2/10/15. The customer paid $142.40 on 2/4/15, stillleaving a past due balance of $100.00 and the account is still subject todisconnection if not paid.

Review: I wish Artesian give me one fair final bill. Our names ([redacted]) were just under this account ([redacted]) from May 15th to June 2nds. Total 18 days and 10 units water was used on the Artesian bill statement and total charge is $91.I give more detailed information: this property is rental property and nobody lived in the property at [redacted] from May 15th to May 31th and there is no water leak at all. When we find the water bill is more than our expectation, and then we called the artesian water company and told them what we thought (too much) and wish them would adjust the final bill. Artesian send technical to check out this problem. However, the technical didnt find out any reason. For the basic knowledge, 10 units water is enough to one single family to use for three months. If there the water leak, where is the water going? 10 Units water will cause a big damage for the property. However, there is no any water leaking evidence in [redacted] property.I am honestly customer, and really wish Artesian to help me find out the really reason: what causes the 10 units water usage during the 18 days when nobody lived in there and give me one fair final bill. If Aretesian can help me to find out the real reason and Im happy to pay for the bill what Im owe.Please see attachment files: (1) Artesians final bill statement (total is $91 and I already paid $17.19 on June, 4th and paid another $20 on July, 1st).(2) My primary house ([redacted]), United Water bill for our family usage From Jan, 6th, 2014 to the April, 8th, 2014, (three months), and the total usage is 7 units and $70.22 from the United Water company.Thank for Revdex.com to review the water bill statementsDesired Settlement: please find the real reason for the 10 unit water usage in the 18 days, and give me one fair adjust final water bill statement.Thanks

Business

Response:

Revdex.com ID 10120081

Company Response: Artesian Water

Date: 7/16/14

A review of [redacted]’s account at the property address of [redacted], New Castle, DE 19702 was completed after receipt of this complaint and these are our findings.

[redacted] is the owner of the property at [redacted], which he rents out to tenants. A tenant had moved out, and in the interim between tenants the water account was set up in the owner’s name. A bill was sent for the period of 5/15/14 thru 6/2/14 for 10,000 gallons in the amount due $91.00.

On 6/10/14 [redacted] called and stated that he thought the bill was too high and that the property had been empty for the billing period of 18 days. He was advised that there might be a leak and on how to check for leaks. [redacted] said there were no leaks and wanted us to go back and read the meter. Our representative explained that we could make an appointment to confirm the reading and also do a check for leaks at the property. [redacted] called back on 6/11/14 to set up an appointment on 6/17/14.

On 6/17/14 the owner met our technician for the leak check and meter reading. The meter reading was verified as correct and the technician showed the owner that a toilet was leaking. This possibly could have been the cause of the water usage in question. That same day, [redacted] called and stated that they still did not believe that 10,000 gallons were used and wanted the bill adjusted. The 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. [redacted] was still not satisfied and said that they were going to contact the Revdex.com.

Below are the meter readings at [redacted]:

• 4/9/14 371

• 5/15/14 380

• 6/2/14 390

• 6/10/14 391

• 6/17/14 392

• 7/10/14 397

The bill was not adjusted as the meter reading was confirmed and falls into line with previous and subsequent meter readings. It is possible that during the billing period on 5/15/14 through 6/2/14 that a toilet or fixture was left running, which would account for the 10,000 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 [redacted]’s request. We would set up to have the meter removed from the property and schedule to have a representative from the [redacted] attend the test. As well, [redacted] can also be present for the testing. If the meter tests accurately within the specifications set by PSC Rules and Regulations, then the customer ([redacted]) would be charged $50 for the meter test as per our tariff approved by the PSC. We ask that [redacted] contact us within the next 14 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 $73.21.

Review: Artesian water recently switched from quarterly to monthly billing. We used to pay $200-220 per quarter for our water service, now we are billed $150-180 month for the same water service. Nothing has been changed, nothing has been upgraded. Our water usage habits have not changed. Within the first 60 months of the billing process changing...without a whole lot of notice besides just getting a bill 2 months in a row, we found ourselves behind and with nothing more than a one line blurb at the bottom of our bill, our water was shut off.

We called immediately, unaware that we were behind in what used to be a quarterly bill, paid $100 on the spot for reconnection. Were assured that it would be turned back on the same night...then waited over 24 hours for our water service to be reconnected. 24 hours without water. A family of six. In the middle of the summer. It got a little unsanitary.

When our service was finally reconnected, we were told that Artesian was shutting people off all over the place, because their sudden change in billing practice had many families falling behind simply out of not being aware that this bill was due every month (and the amount that was being billed looked very much like the amount that was previously billed quarterly).

We were also told that it was common practice to charge the $100 reconnection fee, assure the consumer that they'd have water the same day, but then the phone reps wouldn't put the work order in until the next business day.

This has scam written all over it. EVERYONE that I talk to with Artesian water has experienced some sort of twisted billing practice or shut off issue. How are they getting away with this? I guess because we, the consumers, need water, and that makes us the disadvantaged group.Desired Settlement: I would like for Artesian to be held accountable for their billing practices. I would like an explanation for why water is suddenly almost 3 times as expensive as it used to be. I would like my $100 reconnection fee credited to my account - seeing as it was their swift change in billing practices that got us into the situation, and their poor customer service that had us going without being able to flush our toilets or shower in our own home for a day and a half.

Business

Response:

Response Date: 11/20/13

Company Response:

[redacted] Director of Community Relations - Artesian Water

Artesian Water is a regulated water utility and we follow the rules and regulations of the Delaware Public Service Commission (DE PSC); as well our rates, billing practices and procedures are approved and on file with the DE PSC.

Artesian converted to monthly billing on April 1, 2012. An insert entitled “ARTESIAN ANNOUNCES MONTHLY BILLING” was included in [redacted] bill dated 4/10/12. The insert informed customers of the start of monthly billing as of April 1, 2012 and it explained the conversion to monthly billing, what to expect to see on the bill and what the monthly billing rates were. Also on the front of that April bill in the Bill Message Center was the following statement:

If you have been billed on a quarterly basis, this bill reflects your conversion from a quarterly to a monthly billing period. The amounts to the right reflect water usage during your final quarterly billing period and water usage during your first monthly billing period. The amounts are broken out separately based upon actual meter readings. Your customer charge and fire protection charge are items that are billed in advance. The amounts shown on this bill reflect any pro-ration of charges previously paid so that such charges will be paid in advance for only the new monthly billing period.

[redacted] water was only shut off after she did not make a bill payment by the due date provided to her on her bill. On her 05/07/13 bill there was a line in bold and red ink stating Past Due Balance $75.30 (which was the amount from her previous month’s bill). The other line was at the bottom of the bill detail and it stated very clearly in red ink and bold type: *SUBJECT TO DISCONNECTION IF PAST DUE BALANCE ($75.30) IS NOT PAID BY 05/17/2013. I have attached a copy of the bill.

Our auto-dialer called [redacted] phone number listed on her account [redacted] on 5/23/13 at 5:03 pm and reached voicemail. The auto-dialer is a courtesy recording and is set up to leave a message to let the customer know that their bill is delinquent and if not paid will result in disconnection. Since the payment of $75.30 was not received as of 5/29/13, twelve days after the date for disconnection on the bill, her water was shut off for non-payment. She was assessed the $100 in fees for disconnection and reconnection as listed in our tariff. She paid the bill on 5/29/13 and the water should have been turned on that day, however, it was not turned on until 5/30/13. We were unaware of this situation as there is no record of a call from [redacted] asking why we did not come out on 5/29/13. Had we heard from her we could have addressed the delay in reconnection.

[redacted] bills have recently gone up due to an increase in water usage. Prior to the last three bills she consistently was using between 4,000 and 9,000 gallons per month. As of the last 3 month her bills have been for 8,000, 8,000 and 9,000 gallons per month. Since there are 6 people in the property this amount of usage does not seem unusually high, however they may have a leak or perhaps their usage pattern has increased for some other reason. We have not been contacted by [redacted] to discuss her bills or on any other issue. We recommend that she call our Customer Service Department to discuss the bills. Her first call should always be to us for assistance in resolving issues or answering questions.

Artesian has followed our billing and collection procedures as approved by the DE PSC and therefore we will not refund her $100 reconnection fee.

(Attachment)

Consumer

Response:

Review: My water was shut off on 4/24. I travel for my company and left someone the responsibility of paying my utilities. Unfortunately that was done. During my travel I had a family member staying at my home for the 3 weeks I was away. She called me on the 24 and said there was no water.

On 4/25, at 8:05am I called artesian and asked was a payment of $132 dropped off, the unwillingness to assist representative said no and if it's in the drop box that would not be checked until after 10:30am. I was shocked and frustrated. I then asked what needed to be done for me to get my water back on- she said pay the $131. At that point, I asked if the check was in the drop box and I make another payment can they not credit the second payment, she replied, "no you will have a credit" I was upset because she was not trying to understand my situation. After me advising her that this doesn't make sense if she is telling me to make the payment, but they're not willing to make a notation if a second payment not to apply. She then placed me on a brief hold and came back saying she is willing to note the account for Monday to allow the payment to be applied- she then stated if I paid the $100 reconnection fee by western union they will send someone out to turn the water back on- I just had to call back with the confirmation number. I made the payment, called back with the confirmation the lady asked if I took responsibility for damages I said yes and someone may be there, she replied ok we will send someone out between 10am-5pm. When I returned home at 8am I find a note saying no one was home to shut on valve. Yet I did all that I was asked and my water was not turned on. I called the emergency number highly upset because I was under impression the water was on. I spoke with Jerry who was helpful and understanding he advised me that he could not send someone out because it was after hours, but he instructed me to call the office first thing Saturday at 8 and explain to them that your water was not turned on and they can send someone between 8-3. I did has advised. At 8:01am I called and spoke to dispatcher, Telesa who was less than stellar. She advised me that she researched notation and according to the agents notes I told them someone would home. I replied, I accepted the responsibility, but it was NEVER disclosed during the conversation that someone had to be home- when this happened in February no one was home and they turned it back on. She replied, she has no concern for February your water was turned off because you didn't make a payment. I interrupted her and stated I travel and I did not need her to argue with me about not making payment. She then stated unfortunately no one was working and in order to send someone she would need a payment of $140 or I would need to wait until Monday. I have been a customer of Artesian for over 15 years and I've never had issues with disconnection up until February; due to travel. Currently, I am forced to go stay with a relative because I have no water. The representatives I spoke with on Friday never said someone needs to be home before water is turned on, but the company doesn't need someone there to turn it off. I would like the recordings listened to. I did not receive a phone call Friday advising me that someone had to be home nor was I told over the phone. If this information was provided I would have made preparations. The family member house sitting could not stay here all day without running water, she could not eat, bathe, drink or use the restroom. Artesian was wrong and negligent in failing to provide "policy" information. I would have made sure a neighbor would watch for them or my family member would have dropped her children somewhere else and she would have stayed here, that was not told to me and this "policy" was not disclosed or carry out in February when they came out and turn it on without someone being here. This was a hidden policy and now I am without running water for 3 days- even after I was told it would be on Friday. I want this investigated and I would like to be notified of the outcome.Desired Settlement: I would like to be credited for me inconvenience and I would like an apology.

Business

Response:

Revdex.com Complaint ID: [redacted]

Company Response: Artesian Water

Date: May 6, 2014

By: [redacted]

Artesian Water is a regulated water utility and follows the rules and regulations of the Delaware Public Service Commission (DE PSC). Our rates, billing practices and procedures are approved and on file with the DE PSC.

[redacted]s’ water service at 432 Feather Dr. was shut off for non-payment of the water bill on 4/24/14. [redacted]s called our office on 4/25/14 at 8:05 a.m. and asked our representative to check and see if a payment of $132 was received in our overnight payment box. Our representative said they could not check on it. They told [redacted]s that payment in the overnight box would not show up on the system until later that day. The representative then told the customer she would need to pay the bill and turn on fee through Western Union and call back. [redacted]s was not happy about this as there should have been a payment in the drop box. After some discussion the representative told her that she would have to pay the $100 reconnection fee through Western Union and then call back with a confirmation number to have the water service turned back on.

A review of [redacted]’s account and the above recorded conversation was conducted by our Customer Service personnel. It was determined that had we handled [redacted]s first call on 4/25/14 more appropriately, then we could have avoided all of the later complications experienced by [redacted]s. As a result we will waive the fees and we apologize to [redacted]s for the inconvenience and delay in turning water back on at her property.

Review: We bought this house in January 15, 2015, in the middle of February, we had no water for about a week, we called Artesian 4-5 times, we were told nothing wrong with their side, we get Toll Brother builder and a plumber came to the house and checked, there was no problem in the house, we found outside meter can lid was not covered and filled with water, we asked Artesian to come to check if anything wrong with the meter and scheduled an appointment, luckily we had water again before the appointment, then we called Artesian and canceled the appointment, a gentleman in the phone asked us to check if the meter was leaking, we checked and found the meter was dripping water, we called Artesian again and tell them the meter was dripping water.

After I received my statement from Artesian, we were surprised found there were two charges Frozen meter replacement and service call charge total $113.85 on the bill, this is not acceptable and unreasonable, we even don’t move in yet, Artesian installed the water meter, beside I cancelled service appointment before they came. the meter is located outside house and I have nothing to do with incorrect installed meter.

Artesia should have all call records. The customer service was terrible, did not provide any help, they promised someone would called me and never did.Desired Settlement: Remove frozen water meter replacement and service call charge from my bill, total 113.85

Business

Response:

Please see the attached response to Mr. [redacted] concern.Thank you.

Review: Incompetent billing records and threats to disconnect water. Their own records indicate a bill was paid two weeks early yet they send a late notice with threats of disconnection. My wife and I are New to Delaware and have heard through various sources that Artesian has issues. They seem to be overly aggressive with their billing and quick to threaten even timely customers. I hope this can be resolved easily without further action. They were not available to help me today. They seem to be a less than trustworthy company but have been allowed to have a market monopoly.Desired Settlement: I would like my issue resolved(I intend to call them on 1/5/14)on my own or with your assistance and I would like them to be required to have ethical billing practices in the future.

Business

Response:

Company Response: Artesian Water

Date: January 9, 2014

By: [redacted]

Artesian Water is a regulated wastewater utility and follows the rules and regulations of the Delaware Public Service Commission (DE PSC). Our rates, billing practices and procedures are approved and on file with the DE PSC.

As a new customer, [redacted] first bill was due to be mailed on 11/25/13. This was a pro-rated bill including charges from 10/28/13, when [redacted] moved into the residence, to November 25, 2013. However, in the course of our verification procedures, we noted that the account had an error. The account was corrected and the bill was mailed on 12/18/13, which was 23 days later than the normal billing cycle date. The amount of this bill was $133.33. His next bill in the course of the normal billing cycle in the amount of $213.33 was mailed on 12/26/13 and included the past due amount of $133.33 plus the current charges. This bill incorrectly stated that the past due amount of $133.33 was due on 1/5/14 and would be subject to disconnection if not paid by that date. Artesian did receive [redacted]’s on time payment of $133.33 on 12/30/13 and apparently this payment and the mailing of the 12/26/13 bill crossed in the mail.

[redacted] attempted to contact us with his concerns on 1/3/14 when our office was closed due to weather conditions. He did contact us again on 1/6/14 and spoke with a customer service representative who was able to explain the course of the billing events and apologize to [redacted] for the confusion.

Based on that conversation, we believe this situation has been resolved to [redacted]’s satisfaction.

Review: On 2/19/2014 Artesian Water Company came to Old County Road to prep for future emergency water service work on 2/20/2014. On 2/19/2014 Artesian Water Company spray painted the repair sites on the grass behind the [redacted] home. On 2/20/2014 Artesian Water Company installed some type of water service per their Emergency ticket (ticket number - [redacted]). Per their Emergency ticket there was a description on their extent of work that occurred: "Front of property and both sides of roadway including the rear yards of [redacted] did not have mark out instructions. This ticket has the mark out instructions". On 2/20/2014 Artesian Water Company entered on private property without permission from the residents of [redacted] Artesian Water Company drove a truck into the residents backyard of [redacted] damaging grass in the backyard, digging up the backyard, and leaving mud on the fence facing [redacted].

The residents of [redacted] were never informed of this emergency work being needed. Artesian Water Company FAILED at customer service regardless of an emergency status or not. Artesian Water Company entered WITHOUT permission and DAMAGED private property. Artesian Water Company know about the needed work on 2/19/2014, but FAILED to inform the residents that there property would get DAMAGED due to installing a water service. Artesian Water Company did not leave a note saying "We just ruined your backyard please call us to fix it" or " Emergency Services Perform on Property Contact us at XXX-XXX-XXXX". Artesian Water Company decided to enter private property - unlocking a fence, drive a truck into a residences backyard thus damaging grass, and then dig up a backyard. Artesian Water Company FAILED at customer service. They failed to consider their impact on the residence at [redacted]Desired Settlement: 1. Fix ALL damage to my backyard including, but NOT limited to: plant some side or grass seed on all damaged grass and an clear mud off of fence

2. Personal phone call from a Manager or Director of Managers apologizing for this mistake and POOR customer service

3. Establish a corporate policy that protects future victims of emergency work being done in their yards (i.e. you could have left a note detailing actions for residents to take or sent a letter or left a voice mail). YOU NEED TO CHANGE THIS HORRIBLE PRACTICE.

Business

Response:

Company Response

Concern ID of [redacted]

3/12/14

We have been in contact with [redacted] and have been working with her to resolve her complaint. We have notified her that we will be repairing any landscaping or correcting any damage which occurred while installing an emergency water service at her property. Our practice with any project such as this is to put back any landscaping, sidewalks, driveways, etc. as close to the way it was before the work was done. Due to the winter weather we will not be able to complete this work until the spring. We will continue to work with [redacted] until the job is completed.

One of the issues with completing work at [redacted] property was that the fence installed in the yard of the property (at [redacted]) was actually installed 7 feet into the utility easement. This made our access to the easement difficult without having to remove the fence and it was determined we could do the work by accessing the easement through the gate of the fence. That is not normally our practice and we are reviewing internally to prevent any issues in the future. We are also currently in discussion as to whether the fence will need to be permanently moved out of the easement to prevent any access problems in the future.

Review: I am the owner of real property in Cecil County MD, known as [redacted]. I purchased the property in November 2013. When I purchased [redacted]., I also purchased from the foreclosing bank, [redacted]. In December 2013 (approximately a month after the original purchase of both properties) I sold [redacted] to another un-related individual. At the time of the first purchase (11/13) and subsequent sale (12/13) there has not been any water or sewer service to either location. Since date of purchase I have not requested in writing or by phone water and/or sewer service to [redacted]reet.

In December 2014, I received a letter from Artesian indicating that I owed in excess of $680 dollars for water service to the subject property and that if payment is not made they (Artesian) would turn off my service. In December 2014, I responded to the letter from Artesian, indicating that I have never had water or sewer service from the date of purchase, I have not requested water or sewer service, and I have never even received a bill for water or sewer service from Artesian. I asked in my letter for the company to correct the issue, reset the account to zero dollars.

In January 2015 I received my first bill from Artesian for now in excess of $860 dollars (the $680 complained in the December 2014 letter plus one month's service of an additional $180 plus late charges and fees of approximately $30). The bill indicates that I being charged for "3 EDU's of approximately $61.00 each. The bill also confirms and supports that there has not been any water service, as the in the bill, the bill indicates usage at zero (0).

This property is a single residential family dwelling. It is not a commercial property. It is not home converted into apartments. It is a single residential family dwelling. There has never been any water or sewer service turned at the property from November 2013 to present. There is no definition for what an "EDU" is, nor are there three (3) of them at the property.Desired Settlement: I want Artesian to provide written confirmation by letter or electronic transmission that indicates that all billing detail and the subject account has been reset to zero (0) dollars, which will remain in this status until such time as I request service and service is turned on. At present Artesian has not incurred any out of pocket expenses. It has not provided any service as the home as the home was "winterized" by the foreclosing bank prior to and through today's date. For clarity there has never been any nor is any water or sewer services been provided prior to settlement (November 2013) through today's date inclusive, nor have I requested any service in writing or verbally.

Business

Response:

Company Response to Complaint ID#[redacted] By: Artesian Water Date: January 23, 2015 Per the customer complaint, [redacted] believes he should not be receiving a bill since there has been no water usage at the property. He also states he never requested water service from Artesian. Although [redacted] references sewer service as well, Artesian does not provide sewer service in Port Deposit. Sewer service is provided by Cecil County. When a property goes to settlement in Maryland, a reading is taken to stop the account for the person selling, and to start the account of the person purchasing. Whether water service is turned on at the curb stop, water service and fire protection are available and provided to the property and will be billed accordingly. The Artesian Water Maryland Tariff states there is a minimum charge per quarter equivalent to the charge for usage of 10,000 gallons (at $6.17 per 1,000 gallons it equals $61.70 per quarter). This is the same whether the account is for a Residential or Commercial property. This minimum quarterly charge is for the availability of water service and fire protection. An EDU refers to an Equivalent Dwelling Unit. Prior to Artesian taking over the water system in Port Deposit, the Cecil County Department of Public Works assigned EDU’s to the properties. The number of EDU’s assigned was based on the number of dwelling units at the address. 3 EDU’s were assigned to [redacted]. Therefore at the minimum charge per quarter of 10,000 gallons per EDU, the minimum charges for the property are for 30,000 gallons (10,000 gallons x 3 EDUs). Thus the minimum quarterly charge when billing for this property started was $185.10, and [redacted] was continually billed this quarterly minimum charge as permitted by our tariff through the present date. [redacted] has spoken to customer service on several occasions (May 13, 2013 and October 10, 2014) and was informed that the billing was in accordance with our tariff as approved by the Maryland Public Service Commission and correct. Conclusion: Since [redacted]’s property at [redacted] in Port Deposit, MD falls under the current Artesian tariff on file with the Maryland Public Service Commission, he is responsible for billing starting from the date of purchase. However, we contacted [redacted] and agreed to reduce the EDUs for his water service to one as the house is now a single dwelling unit. His bill was corrected and all late charges removed. The new total now due is $277.99. He may contact our Customer Service Department to set up payment arrangements at [redacted] Should he wish to dispute the number of EDU’s he is being billed for sewer, he should contact the [redacted] Company Response toComplaint ID#[redacted]By: Artesian WaterDate: January 23, 2015Per the customer complaint, [redacted] believes he should not be receiving a bill since there has been no water usage at the property. He also states he never requested water service from Artesian. Although [redacted] references sewer service as well, Artesian does not provide sewer service in Port Deposit. Sewer service is provided by CecilCounty. When a property goes to settlement in Maryland, a reading is taken to stop the account for the person selling, and to start the account of the person purchasing. Whether water service is turned on at the curb stop, water service and fire protection are available and provided to the property and will be billed accordingly. The Artesian Water Maryland Tariff states there is a minimum charge per quarter equivalent to the charge for usage of 10,000 gallons (at $6.17 per 1,000 gallons it equals $61.70 per quarter). This is the same whether the account is for a Residential or Commercial property. This minimum quarterly charge is for the availability of water service and fire protection. An EDU refers to an Equivalent Dwelling Unit. Prior to Artesian taking over the water system in Port Deposit, the Cecil County Department of Public Works assigned EDU’s to the properties. The number of EDU’s assigned was based on the number of dwelling units at the address. 3 EDU’s were assigned to [redacted]. Therefore at the minimum charge per quarter of 10,000 gallons per EDU, the minimum charges for the property are for 30,000 gallons (10,000 gallons x 3 EDUs). Thus the minimum quarterly charge when billing for this property started was $185.10, and [redacted] was continually billed this quarterly minimum charge as permitted by our tariff through the present date. [redacted] has spoken to customer service on several occasions (May 13, 2013 and October 10, 2014) and was informed that the billing was in accordance with our tariff as approved by the Maryland Public Service Commission and correct. Conclusion: Since [redacted]’s property at [redacted] in Port Deposit, MDfalls under the current Artesian tariff on file with the Maryland PublicService Commission, he is responsible for billing starting from the date ofpurchase. However, we contacted [redacted] and agreed to reduce the EDUs for hiswater service to one as the house is now a single dwelling unit. His bill wascorrected and all late charges removed. The new total now due is $277.99. Hemay contact our Customer Service Department to set up payment arrangements at [redacted] Should he wish to dispute the number of EDU’s he is being billed for sewer, he should contact the CecilCounty Department of [redacted]

Consumer

Response:

Review: I paid my Artesian Water bill at 9:09am on 1/27/15, my water was still on before I left for work, which is 10am. Aretesian cut off my water sometime yesterday afternoon, after the bill was already paid. I called and spoke to [redacted] at Artesian this morning advising her my water had been cut off after I paid the bill, they are now charging a $100 reconnect fee which I feel is a rip off of the customer. I paid the bill before they interrupted my service and I feel the $100 fee should be waived. When I inquired about this, [redacted] replied they never waive the fee. There system should be able to let them know a payment was made before they just cut your water off. This is outrageous!!!!!!!Desired Settlement: I not only want the $100 reconnect fee waived, I also want a credit towards my next bill due to the fact I had to go without water for 24 hours! I do work, so they cut my water off when I was at work, I get off of work at 7pm, so had no idea they cut my water off until I got off from work.

Business

Response:

Company Response to Complaint ID#[redacted] By: Artesian Water Date: January 30, 2015 A review of Ms. [redacted] 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 $ 0.00 11/6/2014 12/1/2014 $53.70 ----------- $53.70 12/4/2014 12/29/2014 $49.03 ----------- $102.73 1/5/2014 1/30/2015 $58.68 Customer didn’t pay the bill due 12/1/14 or the bill due on 12/29/14. The bill dated 1/5/15 stated * SUBJECT TO DISCONNECTION IF PAST DUE BALANCE ($102.73) IS NOT PAID BY 01/25/2015 (See attached copy of bill dated 1/5/14).An auto dial phone call was made to [redacted] (the phone number listed on Ms. [redacted] account) on 1/22/15 that gave her an additional two business days (1/23/15 and 1/26/15) to pay the bill or be disconnected.We check accounts on our shut off list at 8:00 a.m. each morning against all payments received the previous day. The list was checked on 1/27/15. There was no payment received from Ms. [redacted] and her account was scheduled for shut off that day.On 1/27/15 Ms. [redacted] paid $102.73 at 9:09 a.m. through Western Union. There is no record of a call from her with the confirmation number or that she had made payment.On 1/27/15 we shut off Ms. [redacted]’s water service at 9:32 a.m. On 1/28/15 she called Customer Service at 9:05 a.m. She spoke with Gayle who informed her that because she did not call in with the payment information on 1/27/15 that she was shut off. She explained that Ms. [redacted] 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 6:30 p.m. On 1/28/15 she was turned on at 1:39 p.m. Ms. [redacted] had several opportunities to make an on time payment and avoid disconnection. Had she called on 1/27/15 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 service. We do not receive notification from Western Union on a real-time basis. We receive a payment report from Western Union at 3:00 p.m. each day. As we incurred the time (and thus expense) of disconnection and reconnection of the water service due to Ms. [redacted]’s failure to timely pay despite the many warnings, the charges are proper and will not be waived.