Missouri American Water Co

I have received the complaint & will review the customer's account & follow-up

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 *** *** at *** or
***@amwater.com

We have reviewed the account. The issue began when the customers neighbor signed up for service at the incorrect address of *** *** *** ** 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 *** *** at *** or ***@amwater.com.

Complaint: ***
I am rejecting this response because:Please address my written complaint for *** *** *** *** *** ** ***Thank you
Sincerely,
*** ***

I spoke with Ms*** 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 *** *** at *** or ***@amwater.com

We have reviewed the account and adjusted the account to a zero balance. We do hope this resolves the customers concerns. ***@amwater.com if additional information is needed

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

In September the customer set up a payment arrangement. On October 6, she made a payment for $224.75, she then asked customer service to reverse the payment because she paid too much. The customer stated that she would make the payment once it was reversed. The
customer needed to make a $payment on October 5, to satisfy the payment arrangement, she did not make a payment until October 24, so the payment arrangement to default. The customer was shut off due to nonpayment on January 9, 2018, the customer made a payment of $375.19, this was the shut off amount of $plus the after hour fee of $150.00. The customer did not have to pay $150.00, but she wanted water back on that night. That payment of $was returned due to insufficient funds on January 15, 2018. The customer called on January 19, to set up another installment plan. This installment plan defaulted on February 27, because the customer did not make the $payment that was due on February 27, 2018. This amount was on her bill and showed what she must pay, the customer was also sent a letter outlining this payment arrangement. The customer was shut off on April 16, for the amount $241.31. The customer chose again to have the services restored after hours and there is a fee of $associated this that. At this time, the customer is not eligible for another payment arrangement and she is cash only due to the returned payments on the account. The customer was also provided with multiple making her aware of pending disconnects, her cash only status and outlining her payment arrangements. There are no monies owed to the customerTell us why here

I have received the reopened complaint & will review the customer account & follow-up

Customer was back billed the allowed one year which is per the rules regulations that Missouri American must follow. Missouri American water treats what comes out of the septic tanks at our treatment facility. The customer may call the local office for more information at
*** *** ** If the customer is unable to pay the balance they can call customer service at *** to set up an installment plan. The bill is correct as billed. Going forward the customer will receive a monthly bill

We have started the service for the customer as of 12/7/as requested. We do apologize for any issues when the initial contact was attempted. We were experiencing some issues with our phone system that have since been resolved. We do hope this resolves any concerns. If
additional information is need please contact us at ***@amwater or ***

Customer was back billed the allowed one year which is per the rules regulations that Missouri American must follow. Missouri American water treats what comes out of the septic tanks at our treatment facility. The customer may call the local office for more information at
*** *** ** If the customer is unable to pay the balance they can call customer service at *** to set up an installment plan. The bill is correct as billed. Going forward the customer will receive a monthly bill

Complaint: ***
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,
*** ***

The customer was charged the $activation fee for starting her new account. This charge is correct. She was not and will not be charged a $reconnection fee. The account currently has a balance of $which is correct as rendered and not due until August 10, 2017.
If additional information is needed please contact *** *** at *** or ***@amwater.comTell us why here

Initial Business Response /* (1000, 10, 2015/10/15) */
We have sent the request to our contractor to review and restore necessary itemsWe expect for someone to be out by 10/23/15jRestoration is typically 6-weeks from time of event weather permittingWe do apologize for any delay in
communicationIf additional information is needed please contact *** *** at XXX-XXX-XXXX or ***@amwater.com

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

Complaint: ***
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,
*** ***

I spoke with Ms*** and apologized for any service that she received that was unsatisfactory. I told her the call would be reviewed and that we will take advantage of any coaching
opportunities. She has my direct contact information if she needs anything further. *** *** *** or ***@amwater.com

We have spoken with Mrs*** 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 *** *** at
*** or ***@amwater.com

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@amwater.com
The customer's November bill included a $activation feeTherefore the customer's billed usage was $0.00, service charge
$16.09, water primacy fee and service line protection charge $and taxes of $equal a total bill including activation fee of $The customer is not eligible for refund nor adjustmentThe bill is correct as rendered