Missouri American Water Co

Initial Business Response /* (1000, 10, 2015/05/04) */
The customers invoice was based on actual readsWe verifed the read and inspected for leaks on 4/21/We found that the meter did show a small amount of usage flowing and left a noticeThe bill is correct as renderedWe have in our rates
and tariff approved billing cycle as quarterly in the areaPlease contact *** *** at XXX-XXX-XXXX or ***@amwater.com if you need more information

A disconnection notice was sent to the customer on February 2, informing her that if $was not paid prior to February 20, 2018, her services would be disconnectedSince the disconnection notice was sent the customer has paid $and there is still a remaining amount of $plus a
reconnection fee of $that would need to be paid prior to reconnection.In reviewing the customer interactions, the customer has only called us to set up service and today once the service was disconnectedCustomer Service did call the customer back as she requested at 2:27pm but there was no answerBecause the customer did not call prior, there has been no installment plans set up for the customerHad she contacted Customer Service she would have been granted and installment plan.This customer started service on July 6, and is billed every days. She has not contact the company regarding a high bill since she started service. The average consumer uses between gallons to gallons of water a day. This customer is using well below the average of water and has used the same water consistently

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

Complaint: ***
I am rejecting this response because: this response is absolutely nonsense and lies!!! I have tried multiple times to establish contact and assistanceThe managerial individuals are disrespectful and / or simply incompetentPlease provide respectful and competent assistance immediately!!!
Sincerely,
*** ***

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

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 provided the work is completed in the time frame outlined in their responseSincerely, *** ***

Complaint: ***
I am rejecting this response because: nothing has changed and there’s no offer to reimburse us for the meals and laundry costs we incurredWe were left without water for days and a phone call does not make up for the dangers, inconvenience and costs incurred by our, and our neighbors householdsNo water is a public safety issue in so many ways.
Sincerely,
*** ***

Customer was contacted on January 17, and water had been restored. Missouri American experienced a higher number of main breaks than typical due to the extremely cold weather. This situation is being reviewed and we looking for opportunities to make changes so this does not
happen again

I have received the complaint; I will review the customer's complaint and follwith your office

Initial Business Response /* (1000, 11, 2015/12/21) */
The customer is requesting all late fee be removed because she states she never received any disconnection notices or billsThere is record of bills including a welcome letter and disconnection notices for nonpayment being sent to the customer
from December - November No refund/credit due to the customer at this time

Initial Business Response /* (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 $

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-

Initial Business Response /* (1000, 10, 2015/07/07) */
We reviewed the account and provided a courtesy adjustment of $to resolve the complaint on 6/12/The account has a zero balance at this timeIf additional information is needed please contact *** *** at XXX-XXX-XXXX or
***@amwater.com

We have the called received after 3pm. The required notices were mailed to the customer advising of the disconnection for non payment. I have issued a credit for the billed reconnection fee of $to resolve this complaint. If additional information is needed please
contact *** *** at *** or ***@amwater.com.

I have received the complaint & will research the customer's account and follwith the Revdex.com

The customer stated that she mailed checks on and to American Water, *** *** *** *** *** ** *** and both checks were returned to herThe customer received a
disconnection noticeThe customer stated that when she called the call center, the call handler had no record of the checks being returnedThe address that the customer sent the checks to is a post office box that vendors mail their invoices to for Missouri American WaterCustomer payments are not received or processed at this locationThe address to remit payments to is on the invoice; for Missouri American Water customers, the address is *** *** *** *** *** ** ***I have processed a $courtesy adjustment on the customer's account to cover the cost of paying her bill onlineI did not grant a $credit that the customer requested

The company is firm in their response to the customer

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. I hope this
answers the customer's questions

The customer received the required notices for discontinuance for non payment. We were unable to complete the disconnect and needed to mark out the lines to dig to stop the service. The customer made sufficient payment and now has a zero balance. There are currently no pending
discontinuances. Our collections process does include a dig up if necessary to stop service to a premise that has outstanding balances. This is in accordance with our tariff. If additional information is needed *** *** ** *** or ***@amwater.com

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 ***