Illinois American Water Company

I've called them a total of 5 times to change my name on my account to my correct name and spelling and have been hung up on the total of 5 times

From: [redacted] L [redacted] [mailto:[redacted].[redacted]@amwater.com] Sent: Thursday, December 14, 2017 9:00 AM To: Customer Relations <[email protected]> Cc: [redacted] L [redacted] <[redacted].[redacted]@amwater.com>; [redacted] A [redacted] <[redacted].[redacted]@amwater.com> Subject: Revdex.com Complaint ID...

[redacted]   Revdex.com of Chicago & Northern Illinois, Inc. 300 North Wabash Avenue, Suite 3120 Chicago, IL  60611 Attn: Revdex.com Customer Relations Advocate     Re: Complaint ID [redacted] / [redacted]   Dear Revdex.com Customer Relations Advocate:   Illinois American Water was in receipt of the complaint filed with you from Mr. [redacted] and just finalized our answer with Mr. [redacted]’s wife, [redacted], yesterday, December 13, 2017.   During the period in question, our meter registered high usage and Mr. [redacted] was billed accordingly.  It was after several high bills (due June 2, 2017 – 118.83; due July 3, 2017 – 491.44; due August 7, 2017 – 363.97; and due September 5, 2017 – 160.24) that Mr. [redacted]’s wife requested a leak investigation.  Meter was pulled and tested and passed at 99.22% accurate and customer was informed.  The problem stems with our Field Service Representative commenting that the meter appears fast.  The test of the meter proved the meter was functioning accurately.  This was supported by Mr. [redacted] still continuing to have high bills.  Data loggers were pulled from the meter that was pulled and the new meter that was set.  Data loggers show flow rates every hour.  Both sets of data loggers show intermittent continuous usage which indicates that there is a hidden leak within the home.    As we have performed every test possible for Mr. [redacted] and his wife to prove the meters were accurate and to show them that they have intermittent continuous usage at hours where water isn’t typically used, there isn’t anything further for us to do for them.  Mrs. [redacted] wants a credit applied to her account.  Under Illinois Commerce Commission regulations and statutes, Illinois American Water is not required to give any sort of courtesy credit or leak adjustment if the meter tests accurate.  Our company policy is to give a one-time courtesy adjustment per customer per premise because we do understand that unexplained usage i.e. the kids didn’t turn off the sink or a toilet flap became stuck open, can create a sizable bill.  Mr. [redacted]’s account periodically has had these issues and we have given more than one courtesy adjustment to their account.  In fact, we have given them four courtesy adjustments in the past.  They are no longer eligible for any courtesy adjustments, unfortunately.   We do understand how this can be frustrating for Mr. and Mrs. [redacted], as they point out there was usage on days she says she turned the water off to the house.  I would like to point out that even with the new meter just installed, they are still experiencing the same intermittent continuous usage periods.  Not to the extent of the ones they are bringing into question, but that is how leaks grow into ones that create large monthly bills.    At this time, Illinois American Water will not be adjusting their bill but we have placed a new meter at their residence.   Sincerely,   [redacted] State Compliance – Business Support Services 100 N. Waterworks Dr., Belleville, IL 62223 618.239.3207     [redacted]  [redacted]  [redacted]  [redacted]  [redacted]  [redacted]