Missouri American Water Co

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: *** ***, B.A.S
Contact Phone: XXXXXXXXXX
Contact Email: ***@amwater.com
Please provide the account holder's nameThe address you have listed is not linked to *** ***
Initial Consumer
Rebuttal /* (3000, 12, 2016/03/02) */
The account holder's name is *** *** We both own the homeThey are basically stealing from me and have been for ten monthsThey claim that they were at the house today and that I was not there however this is untrueI was home today and cannot believe they can't get this doneNow they are stating they can't come back out until April 6th and that it is an all day appointmentIf they would have called today I would have heard it because I was homeI need this addressed immediately
Final Business Response /* (4000, 14, 2016/03/03) */
The customer is required to add *** *** to the account for the company to discuss this matter with him

This first one was being handled by Water Quality and looks like we did send a trouble shooter out but customer wasn’t homeI’m not sure what FSR would be able to do on this oneIssue is they are claiming since a main break their spigot hasn’t workedCustomer felt that we told them (below water
quality specialist) that it was likely caused by main breakDoesn’t appear that is what we said and I’m not even sure we validated when the main break wasCustomer called in March about main break and then didn’t call about spigot complaint until September We did get this letter sent to us 9/and *** forwarded to *** *** *** *** *** *** *** *** *** *** and *** *** to investigate and get back with the customerThere is an IR from *** *** - Note 09/12/2016 11:35:27 ***

This customer has been given the fax number since March 20 to send in proof of her payment. MO American has not received the proof of payment so we can investigate the missing payment. The customer can fax in proof of payment to *** or she can email a copy to
*** Once we receive proof of payment then we can locate the missing payment

Initial Business Response /* (1000, 8, 2015/08/03) */
We reviewied the account and have issued a credit fo $to care for charges after 12/The customer is still responsible for the balance prior of $If additional information is needed please contact *** *** at XXX-XXX-XXXX
or ***@amwater.com

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

In reviewing the address the customer provided, the customer has had service at this address since at least 2013. I am not sure what property the customer is referencing in their complaint

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.

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. *** *** is available at *** or ***@amwater.com

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

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,
*** ***

Complaint: ***
I am rejecting this because it is a complete lie if the payment was posted in there account at u would she call at to ask about a payment I did ask if I could pay and the other at but I never asked to come out before that payment was made they say all call are recorded u can listen to all of them all of the Time frames they are using are wrong all the calls they said were made after where the ones that I calledin at 2pm if u can can u please give me a call at ***
Sincerely,
*** ***

We visited the property to investigate her high bill on 11/1/17. 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 ***

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:
We also rec'd the attached letter that there were plans to remove the water tank serving *** ***there is no new tank Please provide an update
Sincerely,
*** ***

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.? ?

In review of the customer's account it appears that we have been to the property on four times since On February 16, we advised the customer that there is a very slow interior leak.? On November 9, we found the meter to be working properly.? On February 7, we investigate
and found that there was a service line leak.? On September 19, again we found a leak at the property.? The customer was given a leak adjustment on April 17, for a service line leak.? The customer's most recent bill has been estimated.? A service order has been scheduled and potentially an adjusted bill will be sent

Our Loss Control department called and spoke to the customer.? At that time the customer was informed to check the faucet for build up.? Sometimes the aerator will get clogged from build up and just need to clean it out.? The notes state that the customer would call a plumber if
necessary.? ? If there was an issue due to a main break all faucets would be impacted

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

I have received the complaint & will review the customer's account & foll

Initial Business Response /* (1000, 10, 2015/09/29) */
We went out in August and verified customer was only billed for usage that went through the meter and reads were correctAs a courtesy to resolve complaint a credit of $was issued which is half of the higher usage from the previous billIf
additional information is needed please contact *** *** @ XXX-XXX-XXXX or ***@amwater.com