Missouri American Water Co

A disconnection notice was sent to the customer on February 2, 2018 informing her that if $128.18 was not paid prior to February 20, 2018, her services would be disconnected. Since the disconnection notice was sent the customer has paid $30.00 and there is still a remaining amount of $98.18 plus a...

reconnection fee of $50.00 that would need to be paid prior to reconnection.In reviewing the customer interactions, the customer has only called us to set up service and today once the service was disconnected. Customer Service did call the customer back as she requested at 2:27pm but there was no answer. Because the customer did not call prior, there has been no installment plans set up for the customer. Had she contacted Customer Service she would have been granted and installment plan.This customer started service on July 6, 2017 and is billed every 90 days.  She has not contact the company regarding a high bill since she started service.  The average consumer uses between 80 gallons to 150 gallons of water a day.  This customer is using well below the average of water and has used the same water consistently.

Our Loss Control department called and spoke to the customer.  At that time the customer was informed to check the faucet for build up.  Sometimes the aerator will get clogged from build up and just need to clean it out.  The notes state that the customer would call a plumber if...

necessary.   If there was an issue due to a main break all faucets would be impacted.

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: [redacted], B.A.S
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@amwater.com
Please provide the account holder's name. The address you have listed is not linked to [redacted].
Initial Consumer...

Rebuttal /* (3000, 12, 2016/03/02) */
The account holder's name is [redacted] We both own the home. They are basically stealing from me and have been for ten months. They claim that they were at the house today and that I was not there however this is untrue. I was home today and cannot believe they can't get this done. Now they are stating they can't come back out until April 6th and that it is an all day appointment. If they would have called today I would have heard it because I was home. I need this addressed immediately.
Final Business Response /* (4000, 14, 2016/03/03) */
The customer is required to add [redacted] to the account for the company to discuss this matter with him.

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 8/21/17 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, 2017 and ended around 8 AM on July 16, 2017.  During that time, the customer's meter was registering constant consumption. This happened again on July 18, 2017 around 5 AM and ended around 3 AM on July 19, 2017. 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 2016 went down to her historical average. The 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 2017.   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.

Our restoration manager will reach out to [redacted] by phone to explain the situation.

Complaint: [redacted]
I am rejecting this response because:  All they've said is they will review the account and contact me.  That does not resolve the issue.
Sincerely,
[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.

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]

We have corrected the mailing address and issued a courtesy adjustment for the amount of $50.00.  It appears that mail was forwarded from a previous address.  We do apologize for the error.  For additional information please contact [redacted] at [redacted] or...

[redacted]@amwater.com

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

Initial Business Response /* (1000, 10, 2015/07/17) */
We left a message for the customer on 6/8/15 that we will only be replacing the first slab. The contractor did provide a quote to customer for additional slabs. He had not heard back from the customer. If custoemr has issues with first slab...

please contact [redacted] at XXX-XXX-XXXX. If additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted]@amwater.com

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@amwater.com
The customer's November bill included a $25.00 activation fee. Therefore the customer's billed usage was $0.00, service charge...

$16.09, water primacy fee and service line protection charge $3.06 and taxes of $1.29 equal a total bill including activation fee of $45.44. The customer is not eligible for refund nor adjustment. The bill is correct as rendered.

In review of the customer's account it appears that we have been to the property on four times since 2016. On February 16, 2016 we advised the customer that there is a very slow interior leak.  On November 9, 2016 we found the meter to be working properly.  On February 7, 17 we investigate...

and found that there was a service line leak.  On September 19, 2017 again we found a leak at the property.  The customer was given a leak adjustment on April 17, 2017 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.

Initial Business Response /* (1000, 10, 2015/07/17) */
We have reviewed the account and gave a courtesy adjustment in the amount of $169.00 to resolve the customers complaint for previous usage unbilled. We do hope this resolves the customers concerns. If additional information is needed please...

contact [redacted] at XXX-XXX-XXXX 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 304 u would she call at 306 to ask about a payment I did ask if I could pay 100 and the other 57 at 330 but I never asked to come out before that 57 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 3 where the ones that I calledin at 2pm if u can can u please give me a call at [redacted]
Sincerely,
[redacted]

We have the called received after 3pm.  The required notices were mailed to the customer advising of the disconnection for non payment.  I have issued a credit for the billed reconnection fee of $50.00 to resolve this complaint.  If additional information is needed  please...

contact [redacted] at [redacted] or [redacted]@amwater.com.

Initial Business Response /* (1000, 11, 2015/08/28) */
We have completed repairs to the mailbox requested by the customer. There was some delay in receiving the mailbox after order. We apologize and this has been resolved. If additional information is needed please contact [redacted] @...

XXX-XXX-XXXX or [redacted]@amwater.com

We have spoken with Mrs. [redacted] on multiple occassions.  Our supervisor asked her to provide a bid for review.  To date we have not received the bid.  Once received we will advise what can be done to resolve.  For additional information please contact [redacted] at...

[redacted] or [redacted]@amwater.com

Initial Business Response /* (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 usage. We 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

Initial Business Response /* (1000, 7, 2015/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@amwater.com
As of 12/31/2015 I have reviewed the customers account. There were three account numbers associated with this customer, XXXXXXXXXXXX,...

XXXXXXXXXXXX and XXXXXXXXXXXX. On 12/15/2015 the company transferred a negative balance from XXXXXXXXXXXX to XXXXXXXXXXXX then transferred $128.98 from XXXXXXXXXXXX to XXXXXXXXXXXX. The customer is requesting a refund of a credit balance since he has paid all bills. A refund request has been submitted for the customer. Refunds to 30-45 days from process to customer reciept. While this matter was being investigated the customer's accounts were placed on hold (11/16/2015-12/16/2015) after the matter was resolved the customer's account hold was removed. This customer's account is not in threat of being disconnected nor forwarded to collections. The cusotmer had two accounts at two separate address and it seems the payments for these acocunts were mixed up. The company values customer relationships and aims to serve our customers in the most satisfactory ways possible. If the customer has additional concerns regarding this matter please call XXXXXXXXXXX.