Missouri American Water Co

After reviewing the customer's complaint and account records, Missouri American Water has credited the customer's account $for the reconnection fee assessed on 5/24/

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

We have reviewed the customers account and found that all of the invoices have been based on actual usage.? The account has not had any estimates in the last years.? We added a read transmission device but the meter has been in place since January 2015.? The bills are correct as
rendered.? If additional information is needed please contact [redacted]@amwater.com [redacted]

Hello,We apologize for the issues you're facing, but plumbing internal to a person's house is personal property and the responsibility of the property owner, not Missouri American Water? Regarding turning on water service, once the internal plumbing is repaired, a call to our customer service
center at 866-430-can schedule a technician to re-start service? Thanks,[redacted]

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]

Complaint:
[redacted]
I am rejecting this response because:? The company is aware that this has two tenants and that one tenant has moved out by their own response.? If no water usage is being used there is no sewer usage and they know it.? This needs to be credited by their own admission.? I will proceed with further action based on their response.? This is a clear case of no usage and still billing for both sides.? They are able to verify water usage through the water company and they know it
Sincerely,
[redacted]

We completed a service order to disconnect service due to nonpayment at 11:am on [redacted] called at 2:pm on asking the amount due to restore service; the call
handler told her $plus a reconnect fee [redacted] called at 2:pm; he wanted to pay $immediately and $after 3:pm, but wanted the service restored before he paid $The call handler stated that the balance and reconnect fee must be paid in fullNotes on the account stated not to bill the reconnect feeWe billed a $reconnect fee for a previous turn on due to nonpayment in April 2017; the customer did not pay the reconnect fee until June The customer used profanity with the call handler and asked to talk to a supervisorThe supervisor confirmed the information provided by the call handler [redacted] called at 3:pm and paid $157.42; we billed the $reconnect fee to the accountWe scheduled a service order to turn the water back on [redacted] continued calling at 3:pm, 3:pm, and 3:pm wanting to pay less than $and/or have service restored after hours on 10.04.17, but pay the regular reconnect fee of $He talked to a supervisor again who refused to schedule an after-hours order to restore service on for a regular reconnect fee of $ At 9:am on 10.05.17, we left a message for the customer regarding turning the water back onThe customer called at 9:am asking when service would be restoredWe turned the water back on at 10:am with the customer onsite We have disconnected the customer’s service due to nonpayment three times before this occurrence; we restored service 07.14.16, 10.06.16, and during business hours resulting in a $reconnect fee each time

We have reviewed the account for Sweepstakes Lane and it has a current balance of $remaining from the charges on the invoice dated 11/1/for $90.73.? We are also reviewing the customer contact to take advantage of any coaching opportunities.? We do hope the customers concerns
have been resolved and apologize for any service that has not been to her satisfaction.? If additional information is needed please contact Chelsie Dawson at [email protected] or 314-996-

The customer called on for a general billing inquiryOn 08.21.17, the customer called stating that they moved out She requested EFT payment arrangements be stopped, updated her email address, and said she would fax closing documentsWe received the closing papers the following dayOn 09.07.17, we credited $from the account for service from to and billed the customer $for usage from to

I spoke with Mrs[redacted] on 1/10/17.? We were able to get her service restored on 1/10/17.? ? 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

Complaint: [redacted]
I am rejecting this response because: There has been no resolutionThe last action from American Water was to cut off our waterI had to call up yet again to get the water put onSince then no communication has been received from American Water and I am unaware of the current statusI was told I had to wait until July before a decision was made as to what is going onIf the account is active and everything is resolved then why have I not received any notifications?
Sincerely,
[redacted]

Customer was contacted on January 17, and water had been restored.? Missouri American experienced a higher number of main breaks than typical ? due to the extremely cold weather.? This situation is being reviewed and we looking for opportunities to make changes so this does not
happen again

I spoke with Ms. [redacted] and apologized for any service that she received that was unsatisfactory.  I told her the call would be reviewed and that we will take advantage of any coaching...

opportunities.  She has my direct contact information if she needs anything further.  [redacted] or [redacted]@amwater.com

Initial Business Response /* (1000, 13, 2015/09/09) */
We issued a bil on May 15, 2015 back bill for stopped meter, usage for the billing period May 2, 2014 to August 7, 2014. To determine the billing amount, we have taken the following steps, used the water usage from the same period of the...

previous yearto determine your daily use. May 3, 2013 to August 2, 2013 you
used 37,000 gallons. We mailed a follow up leeter to the customer advising of this in August. As a courtesy to resolve the complaint I have issued a credit for $121.12. If additional information is needed please contact [redacted] @ XXX-XXX-XXXX or [redacted]@amwater.com

Initial Business Response /* (1000, 11, 2015/05/27) */
We did wait for more optimal weather conditions to begin performing restoration work this spring. We do anticipate having any work related to the break completed by June. If additional information is needed please contact [redacted] at...

XXX-XXX-XXXX or [redacted]@amwater.com
Initial Consumer Rebuttal /* (3000, 18, 2015/06/11) */
The issue is not resolved. I haven't heard from the business at all. I called her on 6/3 and left a message and have not heard back.

This first one was being handled by Water Quality and looks like we did send a trouble shooter out but customer wasn’t home. I’m not sure what FSR would be able to do on this one. Issue is they are claiming since a main break their spigot hasn’t worked. Customer felt that we told them (below water...

quality specialist) that it was likely caused by main break. Doesn’t appear that is what we said and I’m not even sure we validated when the main break was. Customer called in March 2014 about main break and then didn’t call about spigot complaint until September 2015.   We did get this letter sent to us 9/2016 and [redacted] forwarded to [redacted] and [redacted] to investigate and get back with the customer. There is an IR from [redacted] - Note 09/12/2016          11:35:27            [redacted]

In September 2017 the customer set up a payment arrangement.  On October 6, 2017 she made a payment for $224.75, she then asked customer service to reverse the payment because she paid too much.  The customer stated that she would make the payment once it was reversed.   The...

customer needed to make a $75.00 payment on October 5, 2017 to satisfy the payment arrangement, she did not make a payment until October 24, 2017 so the payment arrangement to default.  The customer was shut off due to nonpayment on January 9, 2018, the customer made a payment of $375.19, this was the shut off amount of $225.19 plus the after hour fee of $150.00.  The customer did not have to pay $150.00, but she wanted water back on that night.  That payment of $375.19 was returned due to insufficient funds on January 15, 2018.   The customer called on January 19, 2018 to set up another installment plan.  This installment plan defaulted on February 27, 2018 because the customer did not make the $351.12 payment that was due on February 27, 2018.   This amount was on her bill and showed what she must pay, the customer was also sent a letter outlining this payment arrangement.  The customer was shut off on April 16, 2018 for the amount $241.31.  The customer chose again to have the services restored after hours and there is a fee of $150.00 associated this that.  At this time, the customer is not eligible for another payment arrangement and she is cash only due to the returned payments on the account.  The customer was also provided with multiple making her aware of pending disconnects, her cash only status and outlining her payment arrangements.  There are no monies owed to the customer. Tell us why here...

Gave adjusment for $1100.00 to resolve issue with high bill. If additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted]@amwater.com

Initial Business Response /* (1000, 7, 2015/08/03) */
We sent two letters advising the customer that we need them to comply with rule for access to change our equipment. Water service was discontinued due to no response. Service was restored and a reconnection fee was assessed. We have issued a...

courtesy adjustment of $50 to resolve this complaint per the customers request. If additional information is needed please contact [redacted].dawson.com or XXX-XXX-XXXX.

Customers service was discontinued due to non payment after being sent the required notification.  The customer paid the discontinuance amount on 11/17/16 and the service was restored on 11/18/16.  Due to the customers dissatisfaction I have applied a courtesy adjustment for $50.00 in...

hopes this will resolve the complaint.  For any additional information please contact [redacted] at [redacted] or [redacted]@amwater.com