Illinois American Water Co

After looking into Ms [redacted] 's complaint, we determined that the leak Ms [redacted] is experiencing is registering now due to moving the meter from her home to a meter pit The leak is on Ms [redacted] 's service line, a significant distance from our work Now that we know where the customer's lines run, we identified the opportunity to shorten our service as well as the customers In doing this, the customer's leak will be taken care of at no charge to her The customer is satisfied

[redacted] had a continuous leak that began 06/13/at approx5:pm and ran until 06/24/at approx7:amI have called and left him a message to contact me so we can discuss To date, I have not heard from Mr*** I am including the data logger report from his meter and previous meter reads.Illinois American Water wants to speak with Mr [redacted] to go over this information We hope he responds to our calls

Illinois American Water considers it over-time to turn someone on after pm It is stated in our tariff on file with the Illinois Commerce Commission Illinois American Water also cannot leave water on if there is movement on the meter and no one years of age or older is at the home to assume responsibility This is also stated in our tariff Ms [redacted] paid after pm on Feband the service order was set up for the 10th Services could not be restored as there is a customer acknowledged leak in her home When Customer contacted our call center, she refused the after hours service fee of $ Water service was then restored on the next working day of Feb With that being said, Illinois American Water want our customers to have the best possible customer service experience I cannot say what was said between the customer service representative and Ms [redacted] , as her accusations aren't noted on her account I have given a $courtesy adjustment for her less than pleasant experience with our call center A letter has been sent to Ms [redacted] outlining what was written here

A disconnect notice was sent for a PAST DUE balance of $and needed to be paid prior to 04/11/ The most recent billing with a due date of 04/24/is for $ The account has carried past due balances each month, with the previous bill having a total of $and was due on 3/24/ When that balance was not paid by 3/24/17, a disconnect notice was sent requesting that amount be paid before 4/11/or water service would be suspended No payment was made to the account before 4/11/and services were interrupted Illinois American understands that some of our customers find it difficult to make their monthly payments We would like to work with Ms*** but she will need to reach out to our customer service center for help i.epayment extension, and then follow through with the agreement that is agreed upon at that time Please note, Illinois American Water has a contract with the City of Belleville to disconnect water services for our customers who do not pay their sewer bills Illinois American cannot discuss any sewer billing issues as we do not have insight into the City’s billing system And sewer billing issues will need to be dealt with the City of Belleville If you have any further questions or concerns about your billing or our collection process, please reach out to our Customer Service Center at [redacted]

Initial Business Response / [redacted] (1000, 7, 2016/01/18) */ Per [redacted] on 01/15/16: I exchanged messages with [redacted] but was unable to reach her directlyIAW does not report to any credit bureaus and I assured the customer of thisShe stated on voice mail that she is satisfied, as we have resolved her issue, however, she would like a letter stating that her credit has not been affected by our errorThe following was sent to Ms [redacted] Dear [redacted] , RE: Letter of credit - [redacted] XXXXX-XXXX Illinois American Water is proud to be your water and/or wastewater provider and thanks you for your businessAs you requested we are pleased to share with you the following information from our records regarding your account Length of Service: 05/14/to 11/10/15, Final Bill overdue: n/a, Payment History for last months: aNumber of Past Due Notices: 000, bNumber of Non-Pay Disconnects: 000, cNumber of Returned Checks: Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I told them I was not satisfied as I had not received any correspondence that my account was paid in full and that no further payments were necessary

Final Consumer Response / [redacted] (2000, 8, 2015/08/04) */ Hello, I am writing to thank you for your great help on my complaint against Illinois American waterThey had credited my account on Thursday the 30th of JulyPlease consider this case resolve and closeThank you very very muchSincerely , [redacted] ***

ILAW reached out to Ms. [redacted] to discuss her usage. According to her meter test and her landlord, everything was working within acceptable ranges and there were no leaks on the premise. Illinois American Water understands that such a spike in usage creates a burden upon our customers,... especially when there is no explanation for the usage. As such, we have given a one time courtesy adjustment of $485.65 to Ms. ***. We also explained to Ms. [redacted] that if she does have a leak in the future, she will not be eligible for an adjustment to her bill. Ms. [redacted] was satisfied.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr*** had paid twice in August of 2016, and Illinois American Water credited his accounts accordingly. In November, a check was applied in error to his accounts. When this error was corrected, the credit was removed from his account on his November bill. When the local
office spoke with Mr*** about this, we requested a copy of his returned check to verify he had made the payment. Mr*** at this time found he did NOT make that payment of $557.47. Mr*** is satisfied with our explanation

Even thought the meter test passed, I gave an adjustment for usage over normal. This is a one time adjustment and the customer will not be eligible for an adjustment in the future

Illinois American Water reached out to Mr*** and apologized for our error in registering his information into our system. We have removed Mr***'s name from the *** *** Drive address and as this was our error, we will not be charging Mr*** for usage prior to July 22, at the
*** *** address. We also apologized for the unwarranted shut off and will remove the $shut off fee from Mr***'s current address at *** ***

The check was cut again and overnighted on 03/27/2018. The tracking number is *** to the address requested. It was delivered today at am and left at the front door

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: *** *** - OSR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@amwater.com
I spoke with this customer this morningHe explained his issue with the way our notices were received (both phone and mail) and
also had some extenuating circumstances regarding transfer of fundsHe also indicated he was treated rudely by telephone representatives when he called customer serviceI agreed to waive the $reconnection fee this one timeHe is satisfied and indicated that this will resolve his complaint

Complaint: ***
I am rejecting this response because:
The complaint has been resolved due to Revdex.com's communication with the Water Company The found someone that could identify the problem and resolve the issue
Sincerely,
*** ***

Illinois American has received an email from our customer concerning the refund they are expecting. We have tried to send a check times, with the most recent attempt being February 27, to the address *** *** *** *** ** . The three previous checks have been
returned. We have responded to the email with this information and are waiting on our previous customer to respond

Initial Business Response /* (1000, 10, 2015/08/31) */
After careful consideration of the [redacted] account and due to the length of time it has taken to correct Mrs. [redacted]'s account, IAW will be reversing the charge of $368.87 and $96.98 for the late fees. This totals to $465.85. This leaves the...

customer a balance of $23.59. Mrs. [redacted] has been notified.

Initial Business Response /* (1000, 7, 2015/11/10) */
IAW spoke with Ms. [redacted] on 11/2/15. She was still very angry at how she was treated by our representative. We discussed the three letters that were sent to her requiring a meter change, and she apologized but said she was going to call us...

that weekend. She works 80 hours week, has her own company, and had a pile of mail to go through. IAW explained our ICC regulation and the necessity to complete this meter change. We are also working on an agreeable time to change the meter. She had her call on speaker phone when she was trying to restore service as she was in a meeting at work. She shared that the entire board of her company heard and agreed how condescending the rep behaved. [redacted] stated "she acted as if she enjoyed not helping me, and telling me that we'd have to wait until Monday for my family to have water. It wasn't until I said I could pay $170 that she said we would come right out. This rep needs to be let go or needs to be trained on how to speak to customers."
I explained after hours service restoration is more expensive, and stated that she was only charged $39. I offered to credit the $39 to restore service due to our poor customer service. I apologized several times assuring her that this is not how ILAWC treats their customers. I also explained our rates as she is a fairly new customer and mentioned her high bills. She thanked me for the credit and my quick response. [redacted] is still very sore about the exchange and is adamant that she receives an apology letter from the rep specifically. I told her I would see what I could do and provided my name and number for future issues.
IAW followed up with Ms. [redacted] on 11/3/15. [redacted] was very appreciative of the call. We discussed better ways of communicating the LOS program to customers. A recording of the call was provided ; no letter to the customer will be necessary. The meter was changed on 10/23.