New Jersey American Water Company

Per investigation by NJAW, Intuit has admitted the issue was on their end and has been corrected.    Customer's password was reset, on our end we have done all that we can do. Tom H[redacted]NJ American Water[redacted]

We had billed Mr. [redacted] for the incorrect sewer rate.  The account had to be cancelled and rebilled. During the cancel procedure the customer was online looking at his account and saw...

a credit balance sitting on the account. Mr. [redacted] asked why the credit was there and we were not aware at that time what took place. The customer was sent a credit refund check in the amount of $1984.51 which was wrong. When cancelling the bill, our system went down and we were not able to rebill the customer with the correct rate.  We were not aware of the mistake until after Mr. [redacted] had already cashed the check.  This was a company error. I reviewed the account and what took place. since Mr. [redacted] already cashed the check, we agreed to set up a payment plan so Mr. [redacted] can pay back the $1984.51 that was sent to him in error. Tell us why here...

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 accounts. Please select an account below.Service LocationsService AddressCityStateZipAccount NumberBalanceDue Date [redacted] *$50.44)     [redacted] $90.29   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]

This complaint came over on 11/6/15/I spoke with customer.  There was usage here for 2 months. According to the customer, even though the property was vacant, the house was for sale and being shown by a realtor.  The reads on this meter are actual reads, meaning usage has gone through this...

meter.  We are able to obtain reads as there is a device attached to the meter that allows us to obtain reads with no one being home.  The customer is still disputing the usage.  We pulled the meter for a meter test. We met the realtor at the property who witnessed us removing the meter for a test.  The results could take several weeks to get.  I reviewed this with the customer.

Cash only status removed from account and waived fee as a courtesy. Referring to billing area to see what can be done to alert customers of any issues at time payment is being attempted.

As of 12/6/6 repairs were made to the curb and retaining wall in the front yard. Topsoil and seed were placed around the curb line and meter pit. The customer was informed that we will go back in April to put a fresh coat of topsoil and seed. In addition numerous calls have been made...

to set up an appointment with the customer to determine damage was done to the electric dog fence and irrigation line. The contractor has called the customer 4 times and also visited the property leaving door tags with the direct number to call. Also, the supervisor of the local office has left messages.  I also called two times, and [redacted] returned me call questioning why we needed to have appt set up and also to advise that we need to contact her husband. That is the number we have been calling all along.  Without customer showing the contractor what repairs are needed, we cannot proceed with their request. Until customer can meet with the contractor to show damage done, we cannot assist the customer..

I placed a call to this customer to advise that the collections department is refunding the balance of the money not applied to her New Jersey American Water bill to her via check. I could not leave a message because the mailbox is full. If the customer calls she can reach me directly at [redacted]...

[redacted] Selina K[redacted]/NJAW Customer Advocacy Tell us why here...

The account is still under investigation and I will respond as soon as we have completed our review....Thank you

NJAW had a plumber contact [redacted] and all work was completed on Friday 9-9.

Complaint: [redacted]
I am rejecting this response because:I am still trying to resolve problems with American Water and waiting for their response. Therefore, please extend this post to 10 more days. I will report back within 10 days.
Regards,
[redacted]

NJAW should not be the recipient for the complaint. She is not our customer and her complaint is about the sewer charges. Our rates have not gone up so that message to the customer was incorrect. And since she is not the customer of record, we cannot discuss the account with her. The 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 am rejecting this response because:New Jersey American Water did not finish the job due to the fact that area affected was not covered with top soil and seeded.Please finish your job.

Review: I am filling a formal complaint against New Jersey American Water (NJAW) based on the recommendations from Mount Olive Municipal office Administrator. Since December of 2013, I have contacted the NJAW concerning my monthly flat rate for waste water service charges, $122.66. I believe it is too high and disagree with this charge. I have requested for a detailed calculations/explanations from the NJAW but I have NOT obtained any concrete answers from the employees in their billing dept. I received the exact same letter dated on 2/4/2014 and on 4/5/2014 stated that “Your waste water has a monthly fixed rate of $122.66. This waste water charge is determined by the number of bedrooms in the premise. If you are disputing the flat rate sewer fixed charge due to the number of rooms you have, we require you to send in proof of property information such as a property tax assessment”. On 2/14/2014, I provided my property tax assessment as a proof, but I have not obtain a resolution. On 4/16/2014, I called the billing dept. of the NJAW again and they told me that this waste water charge is determined by the number of bedrooms is mandated by the Mount Olive Municipal office. I asked the representative to show me the proof, but she could not. On 4/17/2014, I called the Mount Olive Municipal office to verify the information: the Municipal office told me it is based number of bedrooms, but did not tell NJAW how much to charge and advised me to contact Board of Public Utilities (BPU) and/or Revdex.com. Where does the monthly flat rate of $122.66 for a three bedroom townhouse in Morris Chase Community in Mount Olive come from? – This is totally unknown and New Jersey American Water could not show their calculations and explanations. This is simply not an acceptable charge and the employees at billing dept. of the NJAW are dishonest to me. Please ensure to investigate their illegal business practice and wrongdoings thoroughly.Desired Settlement: Be able to explain their charges clearly and consistently as well as showing the detailed calculations on where the monthly charge of $122.66 come from. Reduce the expensive and unreasonable monthly waste water service charges and refund me the previous extra changes using check. A reasonable rate for waste water service for Morris Chase community in Mount Olive, NJ is needed !!!

Business

Response:

Attempted to explain to customer that NJAW inherited the tariff from Applied Wastewater in September 2010 and that the rate had been previously set and approved by the BPU and was worked into the NJAW tariff during our last rate case in May 2012 when a 2.33% increase was applied and approved by the BPU leading to the current rate of $122.66. The rates are set by considering cost of providing adequate service as well as an authorized return on company investment.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I have not gotten the answers what I expected. I still have not received a detailed explanation on how the waste water service flat fees are calculated (not depends on who has approved what (i.e. BPU). What is the mathematical formula used in the flat wastewater rate calculations to demonstrate. Just for a comparison purpose, the one month charge of the waste water services at Mount Olive is equivalent to 3 months (a quarter) sewer charge in Freehold Township in NJ (Monmouth County) and I live in the same sate of New Jersey. Why is this difference so large? Most of all, I need to see how this waste water service flat fees are calculated with a mathematical formula. If I do not get what I expected from NJAM, I must report this matter further to New Jersey Attorney General Office for concrete resolutions on this matter. Please treat this matter very seriously and NJAW should be able to explain their charges properly and adequately. If not, the problem is right there.Regards,[redacted]

Business

Response:

Concerning the flat rate charged, the regulatory formula allows the company to earn a return on its investment that is providing utility service to its customers. In our last case the parties to the case, which included the BPU and Division of Rate Counsel, agreed the return should be 8.04% and the investment providing utility service to the Statewide Fixed customers was $2,972,548. This would require a utility operating income of $238,987 ($2,972,548 X 8.04%) compared to the actual $176,988 we were earning, leaving a deficiency of $61,999. This deficiency had to be grossed-up 1.79730 times to provide revenue and federal income taxes. The actual agreed to formula required a rate increase of $111,432, ($238,987 - $176,988 X 1.79730) however, the final tariff design only allocated $49,676 or a 2.32% increase to the Statewide Fixed customers. This results in the rate of $122.66 currently being charged.

Review: I am unable to reach anyone from customer service. When one calls their customer service number, they are placed on hold. Once the hold time surpasses 20 minutes or so, you are automatically disconnected. this has occurred 5 times to me todayDesired Settlement: I want them to fix the problem so customers can reach them. I am not paying my bill until I can reach them

Business

Response:

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.

Review: The company had come into a payment arrangement I made the payment on the due date through online bill pay, my bank told me they sent out the check, I called the company they said that they received the check, I spoke with a representative who told me everything was ok and that my next payment would be for 61.25 due on july28, now I get a call saying they never daid that and want to shut off my service, they are unfair and say wht they want to cover their own tracks.Desired Settlement: Its unfair for one person to tell me it was ok for mevto pay the 61.25 and another to say no I havevto pay full or they will disconnect my service I have 2 small kids one which just had open heart surgery

Business

Response:

Cust defaulted on payment plan. Customer payment was due on 7/1/14. The customer called on 7/12/14 and we informed the customer that the payment has not been rec'd and the payment plan has defaulted. Customer stated her Bank shows that we rec'd the payment. We asked customer to follow-up with her bank and to find out how payment was sent. Customer was told if a check was sent by her bank to get a copy of the cancelled check that shows payment was made. Customer stated she will call back. On 7/14/14 customer called to see if the payment has been rec'd and on 7/14/14 the payment came in. Customer requested another payment term. We advised customer she had already defaulted on another payment term in addition to this one and she would need to wait 12 months to be eligible for another term. Customer has since made a payment and the account is current.

?

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the bank stated they mailed he check but the company had not yet cashed it, when I called the water company back they refused to help me, even though the person prior had told me that the arrangement was still on and that after they recieved my payment the arrangement was back in place

Regards,

Review: I have a water leak in my basement before the water meter. the only way to get the fix is to have the water connection switched off from the street.

But it has been 10 days and nobody has to come to resolve the issue. The leak can cause a flood condition in the basement

and cause a a lot of damage.Desired Settlement: The water company should call the appropriate service people to locate the street water valve and have it turned off so that I perform the repiars inside the house.

My building address is [redacted]

a/c# [redacted]

Business

Response:

The company located and repaired the curb stop. Mr. [redacted] will amke arrangements with his plumber to turn off the service and make his repairs. He is satisfied.

Review: Starting in April 2015, I contacted American Water regarding a mysterious leak on the curb lawn in front of my home. This was after I spoke with a plumber who said it looked to be a supply line leak and to contact the water company. I spoke with numerous representatives of American water from April 2015 to August 2015, all claiming they would have a rep come fix the issues as it was an AMERICAN WATER SIDE issues, and I had no liability. 5 months of general responses and promises to send emails to the district office. Fast forward to Fri. Aug 14, 2015, another rep comes out after I called again complaining the leak was still present and no one had been to fix it yet. I come home to dug up ground, exposed pipes, and [redacted] markers roping off the leaking area. Now the pipe is GUSHING water where as before it was relatively slow leak. I called american water at appox. 8pm and asked why was the leak worse and when were they going to fix it?? They dispatch someone named "[redacted]" to my home immediately who says "yea I have a note that says this leak is on your side and you have to fix it". HOW IS THE NOW WORSENED LEAK ALL OF A SUDDEN MY FAULT?? For months I was told by American Water that they would fix it as it was THEIR issue. Now that the leak is extremely worse, probably due to all their digging, it is now my fault and I have to get it fixed immediately.Desired Settlement: I would like answers and I would like the leaked fixed. 5 months of low response and now my family is to be stuck with an astronomical bill after fixing such a huge problem, made worse by American Water. I don't understand how this is fair. If the leak is indeed on my side of the street, than American Water needs to foot some of the bill for their extremely delayed response, and for making the leak worse.

Business

Response:

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.

Consumer

Response:

[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.]

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.

Review: New Jersey American Water company made a replacement of the water hydrants right in front of my house at [redacted] NJ 08550. They started the job but forgot to finish. The job they have done is a sloppy one. They left the premises without covering hydrant with the top soil and did not seed it. Couple of days later after the heavy rain ground has collapsed creating a hazardous road condition for foot and car traffic.Desired Settlement: I am asking New Jersey American Water company to come and finish the job properly for every ones satisfaction.

Business

Response:

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.

Consumer

Response:

[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.]

I received a call from NJ American Water regarding ID [redacted]. So far it is only a promise to make it right.I was told they are going to follow up on a progress. Hope to see it finally done.

Regards,

Review: I forgot to pay my water bill. The company sent a shut off notice while I was out of town but did not leave any message on my phone regarding the shut-off (we checked the machine) and on the day of shut off did not try and call to warn of the shut-off. They shut-off the water during the day on an 85+ degree day on a house with 5 children. I paid the bill within minutes of the shut-off. Also the bill was only only one month behind. I was caused pain and hardship especially with the kids at home and embarrassment from my neighbors.

When I called to complain to customer service they were completely unsympathetic and downright rude. I asked they remove the connection charge as they had not properly warned me of the shutoff and they refused. I am very disappointed. Unfortunately utility companies have a monopoly and can treat customers how they wish.Desired Settlement: Credit for the connection charge of $28. Some form of other credit for the hardship would be nice, but as a matter of principle I would like the connection charge refunded

Business

Response:

Reviewed account and credited back the $28 reconnect fee. Customer has been advised of the credit and accepts.[redacted]/NJ American Water

Review: I came home today from work and my water was shut off.

I called American water at ~5PM and they said and emergency order put in place to send some one out to look

Maximum 3-4 hr.

they have no record of any work done at my house.

I explain to them I saw fresh blue paint my the water main cover.

9PM water still not on, no one show up.

I call again this time they told me:

Some one with the same name as me call to have water shut off, since my name is very common

I ask if they have the phone number of the person called or the address he left to turn off service, American Water did not provide information.

they told me I have to set up another account, which I did and they will send someone out "tonight" (can't give me a time frame"

now it 9:40 I called back and still on hold I want to see if they have any other story to tellDesired Settlement: I want an explanation of how this happen, and what do they do internally to prevent this from happen to anyone else.

This is not acceptable practice especially when it come to utilities.

Please post this and alert everyone about American Water's business practice

Business

Response:

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.

Consumer

Response:

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 accounts. Please select an account below.Service LocationsService AddressCityStateZipAccount NumberBalanceDue Date [redacted] *$50.44) [redacted] $90.29 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!Review: [redacted]

I am rejecting this response because:

Regards,