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.

A disconnect notice was sent for a PAST DUE balance of $153.04 and needed to be paid prior to 04/11/17.  The most recent billing with a due date of 04/24/17 is for $64.03.  The account has carried past due balances each month, with the previous bill having a total of $153.04 and was due...

on 3/24/17.  When that balance was not paid by 3/24/17, a disconnect notice was sent requesting that amount be paid before 4/11/17 or water service would be suspended.  No payment was made to the account before 4/11/17 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. [redacted] but she will need to reach out to our customer service center for help i.e. payment 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 /* (1000, 7, 2015/10/06) */
Unfortunately, IAW experienced a replication error that affected Mr. [redacted]'s account. IAW has credited back the payments from May 26 to Aug20 and billed the subleasor for that time period. Mr. [redacted] has been made aware of this and is...

satisfied with the decision.

Illinois American Water considers it over-time to turn someone on after 3 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 18 years of age or older is at the home...

to assume responsibility.  This is also stated in our tariff.  Ms. [redacted] paid after 3 pm on Feb. 9 and 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 $138.  Water service was then restored on the next working day of Feb. 13.  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 $25 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.

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. [redacted].  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.

Illinois American Water spoke with Ms. [redacted] on 2/1/18 and assured her that she does NOT owe the money [redacted] is requesting.  We do NOT report to any credit bureau.  [redacted] is our third party vendor that attempts to collect bad debt.  Ms. [redacted] was being contacted due to an...

error in our collections process which activated a closed account from another billing agency utilized by Illinois American to bill customers in our Chicago Metro area.  THis was all explained to Ms. [redacted] .

[redacted] had a continuous leak that began 06/13/16 at approx. 5:27 pm and ran until 06/24/16 at approx. 7:27 am. I have called and left him a message to contact me so we can discuss.  To date, I have not heard from Mr. [redacted].  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.

Initial Business Response /* (1000, 7, 2016/01/18) */
Per [redacted] on 01/15/16: I exchanged messages with [redacted] but was unable to reach her directly. IAW does not report to any credit bureaus and I assured the customer of this. She 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 error. The 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
business. As you requested we are pleased to share with you the following information from our records
regarding your account.
Length of Service: 05/14/13 to 11/10/15, Final Bill overdue: n/a, Payment History for last 13 months:
a. Number of Past Due Notices: 000, b. Number of Non-Pay Disconnects: 000, c. Number of Returned
Checks: 000.
Initial Consumer Rebuttal /* (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.

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. I appreciate the assistance I received from Ms. [redacted] at Illinois American Water. She resolved the issue quickly, and she was very courteous. I also really appreciate the assistance the Revdex.coms provided with this matter.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/12/01) */
Customer was charged for theft of service from 1/8/15 to 4/23/15 when meter was removed. Nipple was found in setter in August when Ms. [redacted] threatened to shoot FSR. When Billing Supervisor tried to explain to customer, customer over talked...

her. A letter was sent on 9/16/15 explaining that we charged Ms. [redacted] for her water use during this time. We are goverened by the ICC and our tariff which allows us to do this. A copy of this tariff was also sent to Ms. [redacted] along with another letter explaining her billing position.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/01) */
It has been over three weeks since I spoke to American Water and I still have not received this bill that American Water is saying that I need to pay for this assumption of usage from January-April of this year. The American Water representative that I spoke to told me that she was going to mail a copy of this bill that was sent to a Saint Louis, Missouri address and she couldn't explain to me why this correspondence was not mailed to the property address since the mailing address had not been changed. Also, I requested to speak to a supervisor to clear this bill which during this time there were no services and get a date set up for services to be turned on since the representative I was speaking to denied me of services. The representative then told me there was no one available to speak to at that time and informed me that a supervisor would have to contact me to rectify this account since I had paid this account's bill in full in March of this year and there was nothing that she could do to correct this issue. To this day, I have not received a call back from American Water and I was not mailed any correspondence either.

Final Consumer Response /* (2000, 8, 2015/08/04) */
Hello, I am writing to thank you for your great help on my complaint against Illinois American water. They had credited my account on Thursday the 30th of July. Please consider this case resolve and close. Thank you very very much. Sincerely ,...

[redacted]

Illinois American Water has spoken with Ms. [redacted] and explained that the developer initially chose the meter in her home and we could provider her paperwork to see if her home is eligible for downsizing.  Ms. [redacted] was adamant that she is due $10,000 for all the months that she has been paying...

for the larger meter.  To date, she has NOT provided downsize paperwork and still has the 3/4" meter.  Ms. [redacted] has a second issue in which she states that we did not record her payment for $125.57 from March 2016.  She faxed payment from her bank several times but it was not attached to account, so I requested she provide again and apologized. She feels very discriminated against and wanted to know why we kept ignoring her.  In February 2016, [redacted] accounts migrated from TPi to SAP.  Her payment was applied and appears in [redacted] so her request continued to get denied by our billing department.  There are additional migration charges that were applied, and there are two line items for February invoice charges (one does not match up with the meter reads) so I believe she is due the credit. I called [redacted] to apologize and advised that I would be providing a credit for her payment, including the late fees accrued.  She is still not happy and wants $10,000.  I advised again that she is not due this as the developer provided her meter.  She wanted me to relay that she is still not satisfied and is going to go to an attorney. She did thank me for the $163.72 credit but said I should do that anyhow.

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]