Missouri American Water Co

Because the customer is the active party at the residence, they would be subject to the back bill process. We can not speak to the customers real estate contract as to why this was not mentioned. That would need to be brought up with the realtor

I apologize that we have not responded to this complaintI searched my Inbox, Complaint folder, and Deleted file folder, but I did not find this complaintThe last complaint that I have from the Revdex.com is complaint # *** received I will research the customer account and follwith
your office by no later than If I have overlooked or misplaced this complaint, I apologize

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

We had a technician verify that the reading was correct on February 21, 2018. The reading is correct. The customer has now requested that the meter be tested and it is in that process. At the time of this response, the company has not found anything wrong with the meter readings or
the bill charges

I have reviewed the complaint and did see the contacts regarding the issue. I have issued a credit for $136.08 as a courtesy adjustment to resolve the complaint. That includes $outstanding balance, $for fax, and $additional. We do hope this resolves the
customers complaint. If additional information is needed please contact *** *** at *** or ***@amwater.com

Initial Business Response /* (1000, 10, 2015/12/21) */
The customer's water was turned off due to nonpaymentAfter the payment was made the water was not turned back on immeditately due to afterhours request errorThe turn on after nonpay order was set for the following day instead of the evening
the water was turned offThe turn on next day requests was company error as the customer called and paid the bill prior including the afterhours turn on feeThe customer updated the address she'd like the bill sent to as is the customer's responsibilityThe company apologies for any convenience this caused the customer as our goal is to provide quality customer serviceHowever, we cannot promise any customer that an error will never occurWe are committed to addressing errors and resolving those matters in the most amicable manner for the customer

Thank you, *** I believe our phone conversation resolved this issueThanks again
*** ***

Initial Business Response /* (1000, 7, 2015/12/18) */
Contact Name and Title: *** *** Performanc
Contact Phone: XXXXXXXXXX
Contact Email: ***@amwater.com
The customer has received the refundThe check status is listed as cashedRefund checks can take up to days from
request to customer receipt***

We have gone to the premises and made necessary repairs. If additional information is neededplease contact us at ***Tell us why here

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

Initial Business Response /* (1000, 7, 2015/12/18) */
Contact Name and Title: *** *** Performanc
Contact Phone: XXXXXXXXXX
Contact Email: ***@amwater.com
The customer has received the refundThe check status is listed as cashedRefund checks can take up to days from
request to customer receipt***

I had my inspector go by this location. Mr
*** is speaking about repairs that still need to be done which include an epoxy coating on the sidewalk. Indeed it still needs to be completed, however I spoke with the contractor (G&S) about final repairs. What they informed me is that they are not finished with the coating/seal because the concrete base needs a full days to cure before the epoxy can be put down. Epoxy Stone (which is the company G&S has subcontracted for this finish) has the final repair on the schedule for next week (weather permitting of course). My inspector knocked on Mr*** door to communicate this with him, but there was no answer. I’m about to call him and leave a message as to what is happening and the timeline for completion. The void in the street near the MSD lateral was repaired by G&S also

We have reviewed this complaint and found that we do not currently have an active account for the address of San Carlos Lane. We have posted the property and asked for the new occupant to contact us to set up service. We have attempted to stop the free service going into the
premises. If Ms Gray would like to apply for service she may contact us at ***. We show no contact for application for service. If additional information is needed please contact ***@amwater.com or ***

The customer owns the valve and all plumbing that supplies water service to his residence. As a condition of service his service line and other operational parts must be kept in working condition. The repair is the customers responsiblity and we will not be making such repairs as
previously communicated to the customer. Also, when there is water running and no one is at the property our guidelines do not allow us to leave the disconnected service on. This was the case for the customer for his reconnection after non payment. We do hope this explanation resolves the customers concerns. If additional information is needed please contact *** *** at *** or ***@amwater.com

We have reviewed this complaint and found that we do not currently have an active account for the address of San Carlos Lane. We have posted the property and asked for the new occupant to contact us to set up service. We have attempted to stop the free service going into the
premises. If Ms Gray would like to apply for service she may contact us at ***. We show no contact for application for service. If additional information is needed please contact ***@amwater.com or ***

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/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 AM on July 16, 2017. During that time, the customer's meter was registering constant consumptionThis happened again on July 18, around AM and ended around AM on July 19, 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 went down to her historical averageThe 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

Initial Business Response /* (1000, 10, 2015/07/28) */
We explained to the customer that she is responsible for the charges as the service was used in June Customer requested installment plan and we honored her requestCustomer had payment returned on 6/29/for insufficient fundsThe
charges are correct and no adjustment is due on the accountIf any additional information is need please contact *** ***@amwater.com or XXX-XXX-XXXX

*** ***I am rejecting this response because:
I'm tired of excuses, this has gone on since JuneI just want the work completed.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***