Missouri American Water

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ We have provided [redacted] with both the reads and the read types(both actual and estimate) for the addressThe most recent invoices have been based on actual readsWe are not affliated with [redacted] and do not provide billing services for themThe customer would need to discuss their billing or any adjustment to their account with [redacted] If specific information is needed they may contact me directly [redacted] at XXX-XXX-XXX or [redacted] [redacted] This would also apply for additional information needed for this case Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Water has an agreement to provide its readings to [redacted] in order for [redacted] to set sewer charges for next [redacted] fiscal yearAmerican Water overestimates the usage when it does not have an actual readingAmerican Water has a duty to notify its customers when that estimate will result in higher sewer chargesAmerican Water does not do thisAmerican Water agreed to actual reading in and to notify [redacted] of an actual readingAmerican Water did not do this and [redacted] doubled my bill based on estimateThe most recent invoice was for an actual read but not the critical ones for 2013, 2014, Final Business Response / [redacted] (4000, 9, 2015/09/08) */ We did in fact advise [redacted] of each type of reading both the estimate and the actual reading this yearThe customer invoice shows the read type whether estimate or actualWe provide this information on each billWe do not however dictate how [redacted] uses the usage information to calculate their billsI would recommend the customer contact [redacted] to get his bill reviewed and request an adjustmentWe are unable to make any adjustments on their billsIf additional information is needed please contact [redacted] at [redacted] @amwater.com or XXX-XXX-XXXX

Please provide an account number or street address for us to investigate. Thank you *** *** at *** or ***.***@amwater.com

Final Consumer Response /* (2000, 13, 2015/07/31) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
The water company responded to me directly and they have resolved my issue, thanks.

Complaint: [redacted]
I am rejecting this response because:
They did not propose a resolution, they simply required more information. I sent an email to the appropriate person today to answer their question. Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/04) */
We have provided [redacted] with both the reads and the read types(both actual and estimate) for the address. The most recent invoices have been based on actual reads. We are not affliated with [redacted] and do not provide billing...

services for them. The customer would need to discuss their billing or any adjustment to their account with [redacted]. If specific information is needed they may contact me directly [redacted] at XXX-XXX-XXX or [redacted].[redacted]. This would also apply for additional information needed for this case.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
American Water has an agreement to provide its readings to [redacted] in order for [redacted] to set sewer charges for next [redacted] fiscal year. American Water overestimates the usage when it does not have an actual reading. American Water has a duty to notify its customers when that estimate will result in higher sewer charges. American Water does not do this. American Water agreed to actual reading in 2015 and to notify [redacted] of an actual reading. American Water did not do this and [redacted] doubled my bill based on estimate. The most recent invoice was for an actual read but not the critical ones for 2013, 2014, 2015.
Final Business Response /* (4000, 9, 2015/09/08) */
We did in fact advise [redacted] of each type of reading both the estimate and the actual reading this year. The customer invoice shows the read type whether estimate or actual. We provide this information on each bill. We do not however dictate how [redacted] uses the usage information to calculate their bills. I would recommend the customer contact [redacted] to get his bill reviewed and request an adjustment. We are unable to make any adjustments on their bills. If additional information is needed please contact [redacted] at [redacted]@amwater.com or XXX-XXX-XXXX