Missouri American Water Co

Initial Business Response /* (1000, 7, 2015/12/31) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@amwater.com
As of 12/31/I have reviewed the customers accountThere were three account numbers associated with this customer, XXXXXXXXXXXX,
XXXXXXXXXXXX and XXXXXXXXXXXXOn 12/15/the company transferred a negative balance from XXXXXXXXXXXX to XXXXXXXXXXXX then transferred $from XXXXXXXXXXXX to XXXXXXXXXXXXThe customer is requesting a refund of a credit balance since he has paid all billsA refund request has been submitted for the customerRefunds to 30-days from process to customer recieptWhile this matter was being investigated the customer's accounts were placed on hold (11/16/2015-12/16/2015) after the matter was resolved the customer's account hold was removedThis customer's account is not in threat of being disconnected nor forwarded to collectionsThe cusotmer had two accounts at two separate address and it seems the payments for these acocunts were mixed upThe company values customer relationships and aims to serve our customers in the most satisfactory ways possibleIf the customer has additional concerns regarding this matter please call XXXXXXXXXXX

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

Complaint: [redacted]
I am rejecting this response because:? All they've said is they will review the account and contact me.? That does not resolve the issue
Sincerely,
[redacted]

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 reviewed the customers concerns and sent two letters advising that the customer was estimated for periods prior to the higher bill based on actual usage on the meter.? At the time the meter was removed for a periodic change the actual read of was in line with the previously estimated
read of 666.? I looked at previous years and this usage does appear to be higher than before.? I have issued a courtesy adjustment for $which is for 50% of the unexplained usage and 50% of the tax on the high bill.? We do hope that this resolves the customers issue.? If additional information is needed please contact *** *** at *** or ***

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,
*** ***

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.? We? do not
have to drive by to get a meter read, they are uploaded electronically.? I am not showing that the customer has contacted the customer service center to initiate a service order to? check the meterI hope this answers the customer's questions

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

The contractor will be out on June 20, and should have contacted the customer today We had over main breaks in the month of January and we diligently restoring property from those

Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The customer contacted the company after receiving a high billThe company issued a service order to check the customer's concernsOn 10/29/a leak was discovered at the customer's
propertyThe company does not locate leaksThe customer was advised that if he repairs the leak he maybe be eligible for a leak adjustmentThe customer was disagreeable to the suggestionThe customer's water was disconnected for nonpaymentAfter the customer repairs the leak we advise that he contacts the company to submit a leak adjustment request

Mr[redacted] is the property owner and because this is sewer, it must stay active in his name.? The duplex is set up as one premise and is billing usage for both units, so if the account is closed nothing is being billed.? The billing is correct and no refund will be issued

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

The replacement of the [redacted] tank is currently being designed and we hope construction will start this fall.? We have acquired the adjacent property to give us the space we need to construct the new tankTell us why here

Complaint: [redacted]
I am rejecting this response because: I'm the owner of the place
since? 03/05/and no utilities were on for at lease 3-months prior that including water serviceRespond just justified how bad customer service Missouri? American Water have[redacted]? is the property and water turn on was done few days ago, after several weeks of waitUnacceptable.? ? ?
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/12/03) */
We reviewed the complaint and proper notification was provided prior to discontinuance of service for non payment As a courtesy to resolve this complaint a courtesy adjustment of $has been applied to the account If additional information
is needed please contact *** *** at XXX-XXX-XXXX or ***@amwater.com

Our restoration manager will reach out to [redacted] by phone to explain the situation

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 [redacted] or she can email a copy to
[redacted]? ? Once we receive proof of payment then we can locate the missing payment

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

I spoke with Ms[redacted] 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 [redacted] at [redacted] or [redacted]@amwater.com

02/26/2018: Mediator sent email to consumer requesting update.02/26/2018: No, they did not address the issueThey did send a big explanation saying they were right, however I don’t agree and a whole bunch of people in my part of town are having the same issueIt followed the replacement of the meterI appreciate the offer but they said the had someone check the meter and confirmed it was not constantly running and assume that it is reading correctlyI think others have complained but don’t know if the outcome as I just see comments on the community [redacted] page.? I’ll save your email and contact you when I get my next bill if that is okay