Missouri American Water Co

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

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

We completed a service order to disconnect service due to nonpayment at 11:am on *** *** called at 2:pm on asking the amount due to restore service; the call
handler told her $plus a reconnect fee*** *** 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*** 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 *** 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 onsiteWe 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

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, 10, 2015/10/21) */
The customer was billed for periods which had been previously billed with no usage The 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 charges A letter was sent to the customer explaining this and we explained via telephone For additional information 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,*** ***

We investigated Ms***s concerns. The water leak is on a customer owned line at her neighbors property. Missouri American Water does not maintain and did not install this line. It would be the property owners responsibility to see that their leak is repaired. We did
explain this to Ms***. If any additional information is needed please contact *** *** at *** or ***@amwater.com

Initial Business Response /* (1000, 13, 2015/09/09) */
We issued a bil on May 15, back bill for stopped meter, usage for the billing period May 2, to August 7, To determine the billing amount, we have taken the following steps, used the water usage from the same period of the
previous yearto determine your daily useMay 3, to August 2, you
used 37,gallonsWe mailed a follow up leeter to the customer advising of this in AugustAs a courtesy to resolve the complaint I have issued a credit for $If additional information is needed please contact *** *** @ XXX-XXX-XXXX or ***@amwater.com

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

Initial Business Response /* (1000, 11, 2015/07/17) */
We have reviewed this and given a courtesy adjustment for $to the account final bill for *** We hope this resolves the complaintIf additional information is needed please contact *** ***@amwater.com or XXX-XXX-XXXX

Complaint: ***
I am rejecting this response because:all they say is they will review the accountNo action ever occurs They have never contacted me.
Sincerely,
*** ***

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,
*** ***

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 11/18/16. 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 *** *** at *** or ***@amwater.com

Mr***, The account was activated when the water service was restored. We mailed an invoice to you in May advising that the account was active for a total of $151.14. I have issued a credit to care for this amount. Please consider this communication as notification that the issue has been resolved by us. If you need further information please do not hesitate to contact me directly at *** or ***@amwater.com. Regards, *** ***

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

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,
*** ***

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

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,
*** ***

Here is the original paper given to us by the repair crew

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