New Jersey American Water Company

To whom it may concern,
On November 16, 2021 I hired a plumbing company to do major work in my basement. The plumbing service arrived at my house at 9:00am. They started to work and then asked when is your water company coming so they can shut off the water, the main cutoff valve on the street. I called my water company very early in the week so they can tell me around what time the Tech guy will be coming. Which I called and made appointment ahead of time. The Tech guy arrived early but when he came he said he couldn’t find the shut off valve from the main cutoff valve on the street. He then called the water company and explained and so they can send another person. I also call the water company to find out how soon it will take to send another Tech over. They apologized and said they will send out another Tech asap. We proceed to wait, wait and waited all day. I called several more times through out the day to ask when the Tech will be here, cause the plumbing company was waiting. The Tech guy didn’t show up till 6:00pm and when he did he said just received a txt like 30 minute ago to come shut off the water valve. We told him we been waiting all day and made several calls to send someone and he apologies to us. The plumbing service company left my house at 8:00pm which this cause delay in the plumbing work also time and money lost. I am very disappointed with the lack of communication with customer service and Tec guys and lies they feed the customer stating tech guy will be out soon. I been a loyal customer for years and this is the first time I needed the water company to do something for me which I can really say now I couldn’t count on them. Horrible Customer Service! Worse company to deal !

Sincerely,
Ruth Lopez Garcia

After researching and reaching out to our Customer Service Call Center Liaison to inquire what prompted the accounts to be connected we found that an exact name searchwas done and there was one other customer in NJ with the exact name and the CSR mistakenly used the Business Partner number of the existing account to start service for this customerThe Liaison advised us the CSR should have confirmed with the customer their phone number, address, etcbefore confirming the Business PartnerI explained to [redacted] that coaching has taken place and training materials reminding CSR's of the steps that must be taken in the search process has been distributed

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 I would like to launch a complaint against Conservice Regards, [redacted]

Well I hear a lot of talk but looking at my account onlinemy address is still link to the other [redacted] unbelievable, I have zero confident that this sort of incident will not happen again to me or someone else.Ideally I would like American Water to send message out to all their customer to assure them that they make a change.My H2O Online Account SummaryThis page provides a summary of your accountsPlease select an account below.Service LocationsService AddressCityStateZipAccount NumberBalanceDue Date *** [redacted] *$50.44) *** [redacted] $ 04/16/2015as you can see I have full access to the other person account!!!American Water time to stop lip service and do something!Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

NJAW should not be the recipient for the complaintShe is not our customer and her complaint is about the sewer chargesOur rates have not gone up so that message to the customer was incorrectAnd since she is not the customer of record, we cannot discuss the account with herThe complaint should be with the apartment management company and the way they calculate the charges for the tenants.Tom H [redacted] NJ American Water

I lost my husband last May 3, 2019 so on May 6 I asked them to to help me to give me some type of payment plan so I can be able to pay the bill because with my husband death and other financial burdens I cannot afford a full payment. I owe them $1, 890.58 in the month of April, 2019. They asked me to pay at least $472 to be eligible for a payment plan so I paid $472 which lower my balance to $1418. 58. On May 8 they send me my first bill with a total amount due of $265.76 ( Installment Plan $128 + The current period charges $137.76) and payment due by May 30. But because so many things going on with my husbands passing and all, I missed the due date so I end up paying this amount on June 3rd. And to make sure this won't happen again, I enrolled in an auto pay. So now after paying that amount, my balance was lowered to $1290.58. On June 7, they send me my bill with a same total amount due of $265.76 and payment due by July 1. This time I was not worried about being late on payment because I enrolled in an auto pay. But to my surprise when I log in on July 8 to see my account , they have not subtracted any payment so I got worried because its already past due and I don't want any issue. I decided to call their agent to know what is going on. The agent manually made a payment of $265.76 from my bank account which lower my balance now to $1162.58 and she also told me that she will send a letter to some office to make sure they won't subtract and leads to double payment. I don't know what the agent did but on July 10, I was shocked to see the company take a total of $1428.34 without my authorization and that amount they took was a payment for the funeral cost of my husband. I called the company about this issue so they were able to reverse the payment but for some reason when they reverse it that amount added to my total remaining balance making my balance now to $2,717.61! I called the company to fix this and I found out the payment I made on June 3, they claimed I never paid that when my bank account showed the amount was subtracted. They also forward some $928.55 to a debt collection agency because I just received the letter today. I have called already 4 agents to fix them and none can do anything. I am very disappointed. My husband was the one responsible taking care the bill and I came from a different country so I am just learning this and they make it so hard to make this right. I am so mad why no one can do something about this. Today supposedly my due date to pay but I want this right, how my balance end up to $2717.61 is unbelievable and there are agent who insist this is the amount I owe them. This made me want to cry our of frustration. This is really bad and this is the first time I write a review cuz this is too much for me, nobody can see to help me.

I am thoroughly dissatisfied - I did not give permission to have a Smart Water Meter installed in my home - I am having NOTHING BUT PROBLEMS with this unit and I want it removed! I contacted the company's CEO / local politicians / private attorneys - and I will do everything necessary to have that faulty unit removed. If you want - terrible customer service - this is the utility company to use!

This complaint has been forwarded to the loss control department of NJAW for continued handling. This was already being reviewed by loss control and Travelers Insurance (NJAW's insurer) who is in contact with the contractor, ***, for resolution. I do not have any further information
regarding this claim at this time. Travelers Insurance has advised me that they have sent a tender letter to ***, as well as a copy of the letter to ***'s agent for response to this customer's claim. I expect that this customer will be contacted by *** again directly

Our Travelers Insurance company is handling the claim with the customer directly.

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated June 10, 2015 regarding the complaint filed by Alex Kaganskiy. Please be advised that Ms. Kaganskiy’s complaint relates to her experience with New Jersey American Water and does not involve AWR. Furthermore,...

Ms. Kaganskiy is not enrolled in any of the protection programs offered by AWR.Please contact me with any questions. Thank you for your time and consideration.

When meter was removed on 11/10/15 the read was is line with previous reads.  The meter has not been tested yet.  We are waiting for the results. I will contact customer once the meter has been tested.

After researching and reaching out to our Customer Service Call Center Liaison to inquire what prompted the accounts to be connected we found that an exact name searchwas done and there was one other customer in NJ with the exact name and the CSR mistakenly used the Business Partner number of the...

existing account to start service for this customer. The Liaison advised us the CSR should have confirmed with the customer their phone number, address, etc. before confirming the Business Partner. I explained to [redacted] that coaching has taken place and training materials reminding CSR's of the steps that must be taken in the search process has been distributed.

I spoke to [redacted] in reference to calls being disconnected. She was able to reach a representative late yesterday who was able to answer her billing questions. I advised customer that we are in process of hiring more agents and that I will refer the problem of the disconnected calls over to the...

liason. Customer satisfied.

Reviewed account with customer. Customer stated he tried to set up account for online banking to make payments. I found no record of that request and advised the customer to try again. Customer also stated he went to [redacted] in Cherry Hill NJ to try and make a payment. Customer stated [redacted] told...

him they no longer accept NJ American Water payments.  That is not correct. Our Shared Services Dept followed up and all [redacted] stores accept our payments.  The customer then mailed in the payment which was not rec'd in time. That is why the water was shut off. Advised customer to contact the Water Company if he has difficulties paying the bill. We will always work with the customer and set up a payment plan and payment extension if needed. Since customer's payment was late due to having to mail it, I did offer a one time credit of $28.00 for the reconnection fee the customer was charged.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
I would like to launch a complaint against Conservice
Regards,
[redacted]

I spoke to the local supervisor and he will be sending our contractor over this week to repair service leak.  I called Mrs. [redacted] to advise and she will be contacting me back if work is not completed by the end of this week.

The customer may have utilized a service called “[redacted]” to pay/consolidate financial information and may have changed their password information and did not update [redacted] with the new password for Web Self Service.  [redacted] attempts to use a computer program to sign into their NJamwater...

account and pull information. (every day at the same time) and they can resolve this by updating or cancelling their [redacted] account.  Company has reached out to the customer to correct the issue.  T. H[redacted]/Customer Advocacy

Company has met with the customer and determined the leak is on the customer's side and therefore he is responsible for making repairs.

This work was completed and restoration (top soil/seed) was put down per our contractor, on July 2nd.

[A default letter is provided here which indicates your acceptance of...

the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is very satisfactory to me. I am extremely thankful and grateful that this matter could be resolved and that the business recognized and accepted their fault.