Missouri American Water Co

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

We visited the property to investigate her high bill on 11/1/ The meter was showing registration indicating there is a possible leak of some kind The customer refused access to her home for any internal inspection The read of was in line with the billed read The data from the meter shows usage of gallons per hour pretty consistently A supervisor has tried to contact the customer but has gotten no answer He left his direct contact information to discuss any and all her concerns We are still awaiting the call to be returned If additional information is needed please contact mawc complaint group [redacted]

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]

The customer must work with the insurance provider Travelers regarding this claim If additional information is needed regarding the claim please contact the insurance provider [redacted] is available 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]

Final Consumer Response / [redacted] (1500, 10, 2015/12/01) */

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 745 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 $140.38 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]

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]

Customers service was discontinued due to non payment after being sent the required notification The customer paid the discontinuance amount on 11/17/and the service was restored on 11/18/ Due to the customers dissatisfaction I have applied a courtesy adjustment for $in hopes this will resolve the complaint For any additional information please 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]

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] ***

On May 5, a letter went out to the customer stating that they would be moving to a metered rate instead of the flat rate they were currently on. I have attached a copy of the letter to this response.. There has been a meter installed at the customer's property. We do not have to drive by to get a meter read, they are uploaded electronically. I am not showing that the customer has contacted the customer service center to initiate a service order to check the meterI hope this answers the customer's questions

The customer stated that she mailed checks on 05.30.17 and 07.07.17 to American Water, [redacted] *** and both checks were returned to her. The customer received a... disconnection notice. The customer stated that when she called the call center, the call handler had no record of the checks being returned. The address that the customer sent the checks to is a post office box that vendors mail their invoices to for Missouri American Water. Customer payments are not received or processed at this location. The address to remit payments to is on the invoice; for Missouri American Water customers, the address is [redacted] ** [redacted] . I have processed a $5.00 courtesy adjustment on the customer's account to cover the cost of paying her bill online. I did not grant a $50.00 credit that the customer requested.

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 provided the work is completed in the time frame outlined in their responseSincerely, [redacted]

Mr [redacted] is the property owner and because this is sewer, it must stay active in his name. The duplex is set up as one premise and is billing usage for both units, so if the account is closed nothing is being billed. The billing is correct and no refund will be issued

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

I have received the complaint & will research the customer's account and follwith the BBB

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-

Missouri American water reviewed the complaint and found the customer was able to speak to Customer Service on January 29, and set up service in her name

Initial Business Response /* (1000, 7, 2015/08/03) */
We have spoken with Mr*** and will be caring for his sprinkler issueIf additional information is needed please contact *** *** at XXX-XXX-XXXX or ***@amwater.com