Missouri American Water Co

Travelers Insurance handles claims for Missouri American water.  For additional information regarding the claim the customer would need to contact Travelers.  If any additional information is needed please contact [redacted] at [redacted] or [redacted]@amwater.com

See attached

Complaint: [redacted]
I am rejecting this response because:
I have been a customer with Missouri American water for over 5 years. After my new home build, they installed a new meter system in March, 2013, as the property my home was built on never had one. The information provided by Missouri American Water is not accurate at all and clearly demonstrates their lack of attentiveness in regard to this matter. They have refused to take responsibility for their faulty meter. I requested the scientific meter test results on two different occurrences and have yet to be provided with any such document. I also never was “provided the data log” for the company’s faulty meter number 69044216 showing the hourly calculations on the meter. As a reference point; my water usage by gallon in 2015 was as follows: January- November: 2992; 4488; 4488; 2244; 4488; 4488; 3740; 7480; 2244; 6732; 1496. The meter in reference was installed for 22 months; November 11, 2015 to August 21, 2017. The water used during the total cycles for that span are as followed: November-December 2015: 1496; 3740. January- December 2016: 3740;2244; 2992;4488; 6648; 10472; 5984; 6732; 2992; 2992. January- August,2017; 2992; 2992; 2244; 2244;5236; 8228;17204; The August 2017 bill was divided between the two meters. The old meter was for only a 13-day usage of an outrageous 2992 gallons. On the August bill the newly replaced meter indicated a 1496-gallon usage for a longer time span of 18 days- a very remarkable water decreases with the new meter. The last two monthly water cycles on the newly installed meter for September was 1496 gallons and October 2992 gallons. This proves meter 69044216 was a faulty meter with bad readings in May, June, and July 2017. As my water usage indicates over the course of 22 months, including 3 summers, I have never used anywhere close to the obvious faulty meter readings. This is a new build home with no water leaks. In light of the example that a leak was occurring, it would still remain after a water meter change. Leaks would not have mysteriously just went away after the new meter change. Faxed is a notarized statement that no repairs have been performed. It was not a leak; the meter was faulty as indicated by both the new meter usage history, as well as past water usage.
Sincerely,
[redacted]

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 both. Once the proof was provided via email the credit was applied and all fees and a refund check cut 10/6/16 as customer requested.   Notices for disconnection were sent on 8/9/16 and 8/16/16 so I’m not sure why customer may not have received. They were both mailed to the premise address.   The account number in which payment had been applied to was totally different account. Not sure how the misapplied payment occurred.

02/26/2018: Mediator sent email to consumer requesting update.02/26/2018: No, they did not address the issue. They did send a big explanation saying they were right, however I don’t agree and a whole bunch of people in my part of town are having the same issue. It followed the replacement of the meter. I appreciate the offer but they said the had someone check the meter and confirmed it was not constantly running and assume that it is reading correctly. I think others have complained but don’t know if the outcome as I just see comments on the community [redacted] page. I’ll save your email and contact you when I get my next bill if that is okay.

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 866-430-0820 can schedule a technician to re-start service.  Thanks,[redacted]