Missouri American Water Co

Initial Business Response / [redacted] (1000, 7, 2015/12/31) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @amwater.com As of 12/31/I have reviewed the customers accountThere were three account numbers associated with this customer, XXXXXXXXXXXX, XXXXXXXXXXXX and XXXXXXXXXXXXOn 12/15/the company transferred a negative balance from XXXXXXXXXXXX to XXXXXXXXXXXX then transferred $from XXXXXXXXXXXX to XXXXXXXXXXXXThe customer is requesting a refund of a credit balance since he has paid all billsA refund request has been submitted for the customerRefunds to 30-days from process to customer recieptWhile 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 removedThis customer's account is not in threat of being disconnected nor forwarded to collectionsThe cusotmer had two accounts at two separate address and it seems the payments for these acocunts were mixed upThe company values customer relationships and aims to serve our customers in the most satisfactory ways possibleIf the customer has additional concerns regarding this matter please call XXXXXXXXXXX

Initial Business Response / [redacted] (1000, 10, 2015/10/21) */ The customer was billed for periods which had been previously billed with no usageThe 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 chargesA letter was sent to the customer explaining this and we explained via telephoneFor additional information please contact [redacted] @amwater.com or XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 10, 2015/12/03) */ We reviewed the complaint and proper notification was provided prior to discontinuance of service for non paymentAs a courtesy to resolve this complaint a courtesy adjustment of $has been applied to the accountIf additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted] @amwater.com

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 / [redacted] (1000, 5, 2016/01/08) */ The company was notified fo the customer's move on November 19, 2015.The customer is responsible for service through November We finalled the account after receiving notification of the customer's move on November The customer received a final bill for $dated November The final bill included the past due balance of $and current charges from November 11-November of $

Initial Business Response / [redacted] (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 equipmentWater service was discontinued due to no responseService was restored and a reconnection fee was assessedWe have issued a courtesy adjustment of $to resolve this complaint per the customers requestIf additional information is needed please contact [redacted] .dawson.com or XXX-XXX-XXXX

Initial Business Response / [redacted] (1000, 10, 2015/12/03) */ We reviewed the complaint and proper notification was provided prior to discontinuance of service for non payment As a courtesy to resolve this complaint a courtesy adjustment of $has been applied to the account If additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted] @amwater.com

Initial Business Response / [redacted] (1000, 10, 2015/07/17) */ We left a message for the customer on 6/8/that we will only be replacing the first slabThe contractor did provide a quote to customer for additional slabsHe had not heard back from the customerIf custoemr has issues with first slab please contact [redacted] at XXX-XXX-XXXXIf additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted] @amwater.com

Initial Business Response / [redacted] (1000, 10, 2015/09/29) */ We went out in August and verified customer was only billed for usage that went through the meter and reads were correctAs a courtesy to resolve complaint a credit of $was issued which is half of the higher usage from the previous billIf additional information is needed please contact [redacted] @ XXX-XXX-XXXX or [redacted] @amwater.com

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

Initial Business Response / [redacted] (1000, 10, 2015/12/03) */ We reviewed the complaint and proper notification was provided prior to discontinuance of service for non paymentAs a courtesy to resolve this complaint a courtesy adjustment of $has been applied to the accountIf additional information is needed please contact [redacted] at XXX-XXX-XXXX or [redacted] @amwater.com

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

Complaint: [redacted] I am rejecting this response because: it does not make sense that the previous owners stopped paying two years before they moved and no one can say whyIt also does not explain why no one at sewer company has approached this issue for yearsThe company regulations say that we must follow their guidelines if we have a agreement for services but we did not so we should not be responsible for a service that they provided without our knowledge Our real estate contract never mentioned sewer service, only a septic tank Sincerely, [redacted]

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] ***

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

Initial Business Response / [redacted] (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

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: I'm the owner of the place since 03/05/and no utilities were on for at lease 3-months prior that including water serviceRespond just justified how bad customer service Missouri American Water have [redacted] *** is the property and water turn on was done few days ago, after several weeks of waitUnacceptable. Sincerely, [redacted] ***

I spoke with Ms [redacted] and her services were not interrupted and she has paid the outstanding balance. Her account has been activated and is in good standing. If additional information is needed please contact [redacted] at [redacted] or [redacted] @amwater.com

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