Missouri American Water Co

The customer was charged the $activation fee for starting her new account.? This charge is correct.? She was not and will not be charged a $reconnection fee.? The account currently has a balance of $which is correct as rendered and not due until August 10, 2017.? If additional information is needed please contact [redacted] ? at [redacted] ? or [redacted] @amwater.comTell us why here

Mr [redacted] , The account was activated when the water service was restored We mailed an invoice to you in May advising that the account was active for a total of $ I have issued a credit to care for this amount Please consider this communication as notification that the issue has been resolved by us If you need further information please do not hesitate to contact me directly at [redacted] or [redacted] @amwater.com Regards, [redacted]

This first one was being handled by Water Quality and looks like we did send a trouble shooter out but customer wasn’t homeI’m not sure what FSR would be able to do on this oneIssue is they are claiming since a main break their spigot hasn’t workedCustomer felt that we told them (below water quality specialist) that it was likely caused by main breakDoesn’t appear that is what we said and I’m not even sure we validated when the main break wasCustomer called in March about main break and then didn’t call about spigot complaint until September ? We did get this letter sent to us 9/and [redacted] forwarded to [redacted] and [redacted] to investigate and get back with the customerThere is an IR from [redacted] - Note 09/12/2016? ? ? ? ? ? ? ? ? 11:35:27? ? ? ? ? ? ? ? ? ? ? [redacted]

We have reviewed the account.? The issue began when the customers neighbor signed up for service at the incorrect address of [redacted] instead of 720.? This was corrected.? We did issue a bill for the customer and as a courtesy,? I have removed the charges in the amount of $151.? A final bill was sent in February advising that the services had been discontinued in his name.? The? services? were restored on 5/20/16.? ? We do hope this resolves the customers? concerns if additional information is needed you may contact [redacted] at [redacted] or [redacted] @amwater.com.?

Initial Business Response / [redacted] (1000, 10, 2015/10/21) */ The customer was billed for periods which had been previously billed with no usage The meter had not registered any usageWe used usage information from the new meter which has been actual to calculate usage for the un billed usage period The customer has not been charged twice for any service charges A letter was sent to the customer explaining this and we explained via telephone For additional information please contact [redacted] @amwater.com or XXX-XXX-XXXX

The company has reviewed the customer's usage history, data logs from her previous meter, and the meter test results from the disputed meter The meter passed when it was tested on 8/21/indicating that the customer's meter was registering usage properly The customer was previously provided the data log from the meter which shows the customer's meter readings on an hourly basis The data log indicates the customer had an event occur between 6PM on July 13, and ended around AM on July 16, During that time, the customer's meter was registering constant consumptionThis happened again on July 18, around AM and ended around AM on July 19, There were several other incidents after these dates as well This constant consumption indicates the customer possibly has a malfunctioning toilet that is causing the increased usage The data logs and the meter test results are attached in Missouri American Water's response It is also worth mention, that the customer had increased consumption during the summer of 2016, but we did not receive any high bill inquiries from the customer during that time The customer's usage after July went down to her historical averageThe usage during that time was registered on the same water meter as the bills the customer refers to in her complaint If the meter was in fact malfunctioning, the usage would not have went back down, but stayed high until it was removed in August of Our investigation shows that the customer uses more water during the summer and has possible plumbing issues that are causing her usage to be higher than expected Missouri American Water attempted to contact the customer at the number listed in her complaint, but was unable to leave a message as the mailbox has not been set up Based on our completed investigation, the customer's billing is correct as rendered and no adjustments are due If the customer can provide proof of repairs for fixing a leak, the customer can request a one time leak adjustment Our billing department will review the customer's request to determine if she is eligible

Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] The customer contacted the company after receiving a high billThe company issued a service order to check the customer's concernsOn 10/29/a leak was discovered at the customer's propertyThe company does not locate leaksThe customer was advised that if he repairs the leak he maybe be eligible for a leak adjustmentThe customer was disagreeable to the suggestionThe customer's water was disconnected for nonpaymentAfter the customer repairs the leak we advise that he contacts the company to submit a leak adjustment request

Complaint: [redacted] I am rejecting this response because: nothing has changed and there’s no offer to reimburse us for the meals and laundry costs we incurredWe were left without water for days and a phone call does not make up for the dangers, inconvenience and costs incurred by our, and our neighbors householdsNo water is a public safety issue in so many ways.? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: We also rec'd the attached letter that there were plans to remove the water tank serving [redacted] there is no new tank Please provide an update Sincerely, [redacted]

In reviewing the address the customer provided, the customer has had service at this address since at least 2013.? I am not sure what property the customer is referencing in their complaint

Initial Business Response / [redacted] (1000, 10, 2015/12/21) */ The customer's water was turned off due to nonpaymentAfter the payment was made the water was not turned back on immeditately due to afterhours request errorThe turn on after nonpay order was set for the following day instead of the evening the water was turned offThe turn on next day requests was company error as the customer called and paid the bill prior including the afterhours turn on feeThe customer updated the address she'd like the bill sent to as is the customer's responsibilityThe company apologies for any convenience this caused the customer as our goal is to provide quality customer serviceHowever, we cannot promise any customer that an error will never occurWe are committed to addressing errors and resolving those matters in the most amicable manner for the customer

We reviewed the customers concerns and sent two letters advising that the customer was estimated for periods prior to the higher bill based on actual usage on the meter.? At the time the meter was removed for a periodic change the actual read of was in line with the previously estimated read of 666.? I looked at previous years and this usage does appear to be higher than before.? I have issued a courtesy adjustment for $which is for 50% of the unexplained usage and 50% of the tax on the high bill.? We do hope that this resolves the customers issue.? If additional information is needed please contact [redacted] at [redacted] or [redacted]

In review of the customer's account it appears that we have been to the property on four times since On February 16, we advised the customer that there is a very slow interior leak.? On November 9, we found the meter to be working properly.? On February 7, we investigate and found that there was a service line leak.? On September 19, again we found a leak at the property.? The customer was given a leak adjustment on April 17, for a service line leak.? The customer's most recent bill has been estimated.? A service order has been scheduled and potentially an adjusted bill will be sent

Customer was back billed the allowed? one year which is per the rules regulations that Missouri American must follow.? Missouri American water treats what comes out of the septic tanks at our treatment facility.? The customer may call the local office for more information at [redacted] **? If the customer is unable to pay the balance they can call customer service at [redacted] ? to set up an installment plan.? The bill is correct as billed.? Going forward the customer will receive a monthly bill

I spoke with Mrs [redacted] on 1/10/ We were able to get her service restored on 1/10/ The service was terminated for non compliance to company rule regarding access to change our meter We apologized for any inconvenience the customer experienced in getting the service restored If additional information is needed please contact [redacted] at [redacted] or [redacted] @amwater.com

I had my inspector go by this location.? Mr [redacted] is speaking about repairs that still need to be done which include an epoxy coating on the sidewalk.? Indeed it still needs to be completed, however I spoke with the contractor (G&S) about final repairs.? What they informed me is that they are not finished with the coating/seal because the concrete base needs a full days to cure before the epoxy can be put down.? Epoxy Stone (which is the company G&S has subcontracted for this finish) has the final repair on the schedule for next week (weather permitting of course).? My inspector knocked on Mr [redacted] door to communicate this with him, but there was no answer.? I’m about to call him and leave a message as to what is happening and the timeline for completion.? The void in the street near the MSD lateral was repaired by G&S also.?

In review of the customer's account it appears that we have been to the property on four times since On February 16, we advised the customer that there is a very slow interior leak On November 9, we found the meter to be working properly On February 7, we investigate and found that there was a service line leak On September 19, again we found a leak at the property The customer was given a leak adjustment on April 17, for a service line leak The customer's most recent bill has been estimated A service order has been scheduled and potentially an adjusted bill will be sent

Customer has since spoke with Supervisor at the CSC and everything has been cared for and customer refunded the additional payment they made to get water turned on and all fees We offered immediately a fax and email to send proof of payment vs paying the amount again and a reconnection fee Customer declined at that time and paid bothOnce the proof was provided via email the credit was applied and all fees and a refund check cut 10/6/as customer requested Notices for disconnection were sent on 8/9/and 8/16/so I’m not sure why customer may not have receivedThey were both mailed to the premise address The account number in which payment had been applied to was totally different accountNot sure how the misapplied payment occurred

The customer received the required notices for discontinuance for non payment.? We were unable to complete the disconnect and needed to mark out the lines to dig to stop the service.? The customer made sufficient payment and now has a zero balance.? There are currently no pending discontinuances.? Our collections process does include a dig up if necessary to stop service to a premise that has outstanding balances.? This is in accordance with our tariff.? If additional information is needed? [redacted] or [redacted] @amwater.com.? ?

Complaint: [redacted] I am rejecting this because it is a complete lie if the payment was posted in there account at u would she call at to ask about a payment I did ask if I could pay and the other at but I never asked to come out before that payment was made they say all call are recorded u can listen to all of them all of the Time frames they are using are wrong all the calls they said were made after where the ones that I calledin at 2pm if u can can u please give me a call at [redacted] Sincerely, [redacted]