New Jersey American Water Company

Review: American Water Company sent a subcontractor, Kentrel, to our home to replace a water meter in July. After Kentrel left, we noticed a leak in our upstairs bathroom and that our dishwasher no longer worked. After calling Kentrel, they sent out a tech to assess the problems. Since the water to our home can't be turned off, the tech could not fix our upstairs leak. Now, three months later, I noticed there has also been a leak in our kitchen under our sink. The mold and water damage is astronomical. We've been calling Kentrel, who directs to American Water, and no one is willing to help us. When I spoke to [redacted] at American Water ([redacted], he told me this wasn't his problem and that the leak must have been pre-existing. I assure you it was not. I now have a mold job that needs to get fixed along with two leaks and a malfunctioning dishwasher.Desired Settlement: After I have the mold removed and the two leaks fixed, I want American Water to cover the bills for the damage.

Business

Response:

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, Kentrel, 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 Kentrel, as well as a copy of the letter to Kentrel's agent for response to this customer's claim. I expect that this customer will be contacted by Kentrel again directly.

Review: My Home is under construction and I have therefore had no water usage of sewer usage for a few months. Yet I am charged monthly to the tune of apprx $120 for sewage based on their charging 1/3 of jan feb march usage. Upon calling them a few times they tell me that although I did noty have sewer usage they have a right to charge me for the service based on the jan-mar usage. In essence, they are charging me for a service I am not using or receiving. Highway robbery!Desired Settlement: To be credited and not charged for the complete duration of time that there was no sewer usage

Business

Response:

10/11/13-I spoke with Mr. [redacted] this morning concerning the sewer charges. Mr. [redacted] explained that his home is under construction and there has been no usage but he is charged for sewer. It was explained that as long as the account is active with the water on, the account will be charged facility and sewer charges. Informed customer that he could have turned the water off to stop all billing. Customer stated he would call me back if he wishes to disconnect the service.

Review: My meter had stopped for a few months during winter months. I called them and got it replaced once I realized. They sent me a huge bill for those 3 months. When I checked, they are saying they use a formula based on yearly average. Which is incorrect. They should do it based on same months previous year and apply any escalation in charges. My winter months usage is far lower than summer months. I should not get penalized for a stopped meter. It is their problem.Desired Settlement: They should reduce the bill for the 3 months (when the meter was not running) to be same as the charges for the same months in the previous year.

Business

Response:

The customer's January through April 2014 bills have been recalculated using the average usage from the same billing periods of the prior year. A new bill has been sent to Mr. [redacted]

He is satisified.

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 satisfactory to me.

Review: The main waterline which comes into the house from the street was leaking in the beginning of June. I put in a request around June 10th for the tech from American water to come out turn off the main curb shut off valve, so that I could replace the leaking valve. The tech came out and couldn't find the curb side shut off valve. So they left a note on the account and when I called to follow a up a few days later, another tech was sent out again, and he then escalated it to have a 3rd tech come out and take a look at it. None of them could find the shut off valve. They said we have to dig up your yard to shut it off. Being a water emergency, I let them do that and after digging up the full front yard, they could not find the shut off valve. I then called back to escalate and they sent another member out the week of June 22nd, who came and checked everything in the front of the yard, looks at his map, rotates it 180 degrees and says the shut off valve is in the back of the house and not in the front. He drives to the road behind the house, finds the valve and shuts it off. I repair it, he turns it back on and I am all set. He asked me to call American water to report the damages, they will have someone come fix it. I call up American Water to report the findings of the tech and report the loss. They take down a report, do not give me any tracking # but mention someone will call me back in 48 hours. 1 week goes by and nothing happens. I call them back and the rep says they are escalating. I get this 3-4 more times I called back and there is no one they can escalate to. I get a call around the end of July from May who is a team lead and her employee ID is [redacted]. She mentions this has been escalated to the highest level, and I should have a contractor out to my place in 5 business days. I wait a week and I hear from no one. I call back Mary and she says she will have someone look into it, but as of today this is still pending and my lawn is still damaged with no response!Desired Settlement: Repair and replace the front lawn into original state within the next week.

Business

Response:

This complaint is being worked on. We are waiting to hear from our local office on how to proceed.[redacted]NJ American Water

Review: Friday morning approx. 5;30 am driving down Kendall blvd in Oaklyn nj, I blew a tire ,bent my rim, knocked front end alignment out, from a previously unknown large pothole that was created by American water workers that I found out had worked there the day before, I contacted the police they put cones there and contacted American water of the problem on Kendall blvd.Desired Settlement: refund damages plus tow,, 19.99 tow 89.99 wheel alignment, 83.99 tire,3.00 tire handling charge,14.99 wheel balance, 14.99 road hazard warrenty...total $227.00

Business

Response:

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

Review: New Jersey American Water company made a replacement of

the water hydrant right in front of my house at [redacted] 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:

This was submitted previously as complaint #[redacted] and has been resolved and closed. [redacted] should not have this 2nd complaint listed against us.

Consumer

Response:

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.

Business

Response:

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

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 satisfactory to me.

Review: Complete fraud, changed our meter two months ago started charging incorrect amount went from a bill of 20.21 to 5348.73, that is Five thousand three hundred forty eight dollars. Tried calling unable to get to customer service everything is routed to pay your bill over the phone or review your account info. Check the meter, they're off by 1100 units, meaning they transferred old meter rating and applied to new one. Complete incompetence and fraud.Desired Settlement: Correct the bill, fix the system that sends out incorrect and unrealistic bills. Will be working with my military judge advocate, will be contacting my congressman and senators. Will be filling disputes/ complains with any entity overseeing this company. Will be reaching out to media.

Business

Response:

Account has been credited and customer is satisfied. Account is for Edison Water, local office in Elizabeth contacted customer.

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 satisfactory to me.

Regards,

Roman Kernitski

Review: I live in monmouth county NJ.

NJ American water company shows an actual meter reading (by RF device) which is astronomically higher than readings before or after (therefore not a leak). It could have been due to cold weather? Instead of saying customers have to hire someone to determine fi there is a leak, they should review all the accounts for Dec - March and see how many customers in Monmouth County NJ have readings that not typical of their usual service usage.Desired Settlement: Correct my bill and everyone elses.

Business

Response:

Spoke with customer, she confirmed toilet leak at 115 High property.

Advised her I will consider the [redacted] account for an unexplained

usage adjustment as the usage has dropped to normal and no movement

found on meter. Will consider 115 High for a leak adjustment once issue

has been repaired and reads are back to normal. Keeping holds on both

accounts. Customer satisfied.

New Jersey American Water

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 satisfactory to me.

Regards,

Review: New Jersey American Water has a terrible billing process. The automated system rejects your payment then you are charged a fee for returned check. They the put you on a Cash Only system which also requires a fee. This is built to take as much extra money from the customer as possible. BAD COMPANY. Don't let them take over your water company or you will be stuck with this theft process too.Desired Settlement: Return to normal billing status without extra fees.

Business

Response:

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.

Review: My Account Number with ConService is [redacted]

Water bill for the months August and September has got almost 80% increase. On the statement by 4/09/2014 I was charged $39.78 for usage of water quantity 2530 gallons , in the month August I was charged $49.29 for usage of water quantity 1990 gallon. Now in the month of September I was charged $68.02 for usage of water quantity 2110 gallon.

When I contact the utility company ConService I have got the following reply

"The increase this month is due to a fairly significant increase in the water rate that was charged. We get the rate by taking the total water amount from the communities New Jersey American Water provider bills and dividing that amount by the total consumption for the community. We saw a large increase in the amounts from the provider bills which caused the rate to increase as well. So, while individual usage may not have changed much this month, resident will likely see an increase in their bills due to the increased rate. "

Also tried making phone call to ConService at [redacted] , they told me that "Newjersy American water" company has increased the rate . But I did not get proper reason for increase at huge margin.

Business

Response:

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 HoffmanNJ American Water

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 satisfactory to me.

I would like to launch a complaint against Conservice

Regards,

Review: The company has refused to adjust billing errors on my monthly water bill. I have been charged with an usage of 9000 gallons of water during the billing period 12/25/13 thru 1/27/14. My wife and I were out of the country (We were in India) from 12/26/13 thru 1/22/14. Before we left we shut off the water main completely and tested to make sure the water drained from the pipes completely.

After receiving the bill we called the company. They sent an inspector to check. On 2/7/14 the inspector tested the lines and found no leaks. He noted his findings on a service tag. He told us verbally that he would recommend an adjustment. We received the company's response dated 3/15/14 in which the company refused to make an adjustment and attributed the water usage to a leak (their inspector wrote he found no leaks).

Our water bills before and after the billing cycle in question were as follows:

11/20/13 - 12/24/13 usage 6000 gallons bill amt. $53.07

12/25/13 - 1/27/14 usage 9000 gallons bill amt. $72.07

1/28/14 - 1/21/14 usage 5000 gallons bill amt. $46.03

No one lived in our house while we were away. I am willing to provide evidence on request that we were out of the country during from 12/26/13 - 1/22/14

Although I have already paid the disputed bill, I have a right to demand a refund of the money because we paid for the usage that we never used and that the company's own inspector found no leaks.Desired Settlement: The company's letter refusing an adjustment is based on a leak. This is not sustainable because their inspector wrote on the service tag that he found no evidence of leak. I have the service tag. The inspector told me that he would recommend an adjustment. This was confirmed by a representative when I called on 3/10/14 requesting a status.

Business

Response:

This customer has filed a complaint #[redacted] with the New Jersey Board of Public Utilities which is the regulatory governing body for New Jersey American Water along with all regulated public utilities in the state of New Jersey. This complaint is currently being reviewed under the proper governing regulatory body for the state and the customer should seek resolution for their dispute through the NJ Board of Public Utilities at this time. This is New Jersey American Water's response regarding this Revdex.com complaint.

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 satisfactory to me.

I will wait for the outcome of my complaint with the NJ Board of Utilities Commission in the matter referred to you for resolution.

Review: Where I live I had a water main break in front of my house. I notified the water company about it, afte 3 calls they finally came and fixed it. It took approx 4 months for a response. They said they would come and fill the sink holes and repair the curb etc in a timley manner. 4 more phone calls on my behalf with a promise of someone getting back within 72 hours, now i'm waiting and have heard from no one. This entire project from the origianl call is going on almost a year. One of my neigbors sons fell in one of the holes while waiting for the bus. I'm a little frusatrated at there repeated broken promises.Desired Settlement: Have them out there within a week a have this taken care of.

Business

Response:

The repairs were started on 04/9/14. The customers curb was replaced, top soil and grass were layed, the pavement will be repaired next week. The customer was satisified.

Review: I was renting a house for the 2013 summer in [redacted] NJ ([redacted].My water service was provided by New Jersey American Water Acct # [redacted]. On [redacted]2013 I called to have the water account closed as of [redacted]2013 and spoke to [redacted]. I received a final bill dated [redacted] 2013 and paid the amount of $483.99 on [redacted]2013. I received another bill dated [redacted]/2013 for 122.50 and accidentally paid it thinking it was due. It wasnt untill the next month when I received another bill for $412.06 that I realized something was wrong. I called on 1[redacted]2013 and spoke to a [redacted] who said he will have the bill for $412.06 voided and will send a refund for $122.50 to me. In Dec I received a statement saying I still owe $412.06. I called up again and spoke to a [redacted] that said she will have the situation transferred up to the higher billing dept but I still have not received a refund and I keep getting statements saying I owe $412.06. This was a rental property and I have no ownership at the house. I havent been living there since [redacted]2013 however I am being billed for services from [redacted]2013-[redacted]/2013 and it is really unfair.Desired Settlement: Refund for $122.50 overpayment plus something in writing indicationg that I do not owe $412.06 and all collections efforts will be stopped.

Business

Response:

I have reviewed the customer's account and determined the water service should have been discontinued in the name of [redacted] effective [redacted]2013 per his initial request on [redacted]2013. Mr. [redacted] called a number of subsequent times to follow-up on his request. New Jersey American Water must recalculate his bill to a service off date of [redacted]2013 and discontinue billing him. I have sent a memorandum to the local operating office for coaching of field personnel; the Billing Department Supervisor to adjust the outstanding charges; and the collections department to ensure any and all collection activity is ceased. I will follow-up to verify the charges are adjusted.[redacted]NJAW - Customer Advocate

Review: Name: Hemant Padalia

A/C # [redacted]

American Water Company (Edison Water Company)

Service Address: [redacted]

We have not used any water from 1st Jan 2015 to May 30, 2015. I received two bills during that time.

(1) Bill period: 12/04/2014 to 03/05/2015-----they estimated my reading according to previous billing periods which was 14 units. The estimated 14 unit was not correct. If they estimated less than 9.5 unit on my 1st billing period then I do not have to pay water charges. Rest 9.5 unit will goes to 2 nd bill period. Under 9.5 unit we do not pay water charge, we only pay the service charge. On my 1st billing period I have to pay the water charge for 4.5 unit. Now I am paying $20.60 for 4.5 unit on my 1st bill period for water charges which I have not used.

(2) Bill period: 03/05/2015 to 06/08/2015-----Actual reading is 2 units

So I have 16 units (Actual reading) for these two periods which is 12/04/2014 to 06/08/2015. On my 1st billing period they have estimated reading 14 unit was not correct. On my 2 nd billing period they have bill me 2 units. If they bill me 8 units per billing period, I do not have any problem.

I already informed them that We are not living there, and still they estimated my 1st billing period reading. I have called so many times but still I have not got any response.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated June 20, 2015 regarding the complaint filed [redacted]. Please be advised that the complaint relates to an experience with Edison Water Company and does not involve AWR. Furthermore, [redacted] 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:

Review: [redacted]

I am rejecting this response because:

I believe that American Water Company is still responsible for my billing issue. Since AWR is the head of Edison Water Company, AWR should contact Edison Water Company to fix my issue if AWR cannot fix the issue by itself. My issue has nothing to do with any protection programs, it is a simple matter of the bill. Attached is the bill I received with the AWR logo and website showing that they are responsible.

Regards,

Review: I have been having a issue with my water pressure for over a year I called to complain in january 2013 the water company sent someone out to check on the problem. the tec said it was a problem with their lines, and that they would fix it. it is now almost the end of september and still no fix to this problem I have called many times to complaina about a month ago mabye longer they sent someone out to check the problem again. the tach said it was a emergency job and would be put in as one and someone would be out asap to fix it. nothing. I do not have any water pressure if I flush the toilet I have to wait for the tank to fill before I can wash my hands, if I have the washing machine running and need to use the sink I first have to go downstairs and turn off the washing machine come upstairs use the sink then go back down and turn on the washer again. thursday night my cold water began droppin in and out when ever it wants. my son was being bathed when this happened, and was scalded. it was like someone turned on the sink or flushed the toilet, but no one did as it was only me and him here. just all of a sudden no cold water. I am afraid to shower or wash him because of this. I called the water company after this happened. I was told to hold on that they would get me a supervisor. I was on hold 30 min. no supervisor was avalabile. I was told that one woud call me back the next day, I was gaurenteed this. I was told a emergency email was being sent to all the supervisors. no one called me friday no one called me saturday. this has been on going for over 9 months, with no resolution. I have no idea what to do or how to get this fixed. I still pay the same rate as everyone else does. if ther is ever a emergency and I need water there will be nothing I can do . I have tried countless times to get this fixed with no answers.Desired Settlement: I want a apoligy, I want it fixed, I want a billing credit. and I want it done ASAP.

Business

Response:

The customers service was checked on 9/25/13. Please see the events that took place since January 2013.

PER PRSSR ORDER VERY POOR PRESS. AT PIT. PLEASE HAVE CREW CHECK TO SEE IF SERVICE CAN BE RE-NEWED. NEWLY PAVED STREET.hortjamie 1/14/2013 5:42:30 PM: removed meter in pit...verfied water pressure is some what lower... gas company replaced main and paved street after work was finished... tap order shows 8' copper line installed in 1991...but does show that it is a shared service... hortjamie 1/14/2013 5:50:41 PM: [redacted] tap order shows that service was renewed the same time as 213 1991.. hortja 8/12/2013 9:26:40 AM: pulled meter, hooked hose to v-82, water pressure very poor, please re-new service, pit only installed 1991,hort/carr coxgeo 9/25/2013 10:16:55 AM: took pressure readings-60psi at meter pit, 59psi at hose bib. made flow gauge-gauge readings start at 7, gauge did not move.ran hose, water went 3ft.ran water at pit, flow was the same. did same test at 215, both psi the same, ran hose, water shot 29ft. customer states he has copper inside. recommend service renewal.

Will follow up with end results once renewal has been discussed with customer.

Review: I received a water bill for $480.32 and my next bill is $1062.50. The house is empty and has been unoccupied since June 1. It has been recently sold and the new owner will take possession on Nov 30. The usage in June, July and August was 0 gallons and then 43,000 in Sept and 93,000 in Oct. It is just not possible. Only a few people entered the house to view it with the last open house held in August. The prospective buyer was in the house on Sept 24 and did not find any problems. I have been in the house a few times during Sept and Oct and never heard running water or found any leaks or any water usage of any type.

I called the company and a service representative met me at the residence on Friday, Nov 6. He said the meter was working fine and was showing 0 flow - so no leak. For some unknown reason there was high flow in Sept and Oct. He did not believe me that I did not use the water even though it is obvious that no one is living there and there is no water running anywhere. I called American Water repeatedly and complained that I am not satisfied with their approach. I did not use the water and no one stole the water. The representative came back out and was met by my realtor on Nov 10 and replaced the water meter. The old meter was tested and I received a letter saying that the meter reading was correct and now they want payment of the bill for $1062.50.

I do not understand how the meter could have registered that amount of water. Furthermore, I do not understand how meter readings could have been taken during that period. There was no one in the house since June 1 so it was not possible to come into the house to read the meter. Please explain to me how that meter was read when the house was locked and no one was there?Desired Settlement: I want a full refund for the bill for $480.32 and an explanation for how the water meter was read when there was no one there and the house was locked. I simply do not believe that the water usage occurred and will not pay the outstanding balance for water that I did not use. I am also very unhappy with American Water's lack of customer service and telephone system. I went through a frustrating process trying to find someone to speak with and I got no where. This whole incident has been extremely frustrating, upsetting and time consuming.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I received a letter saying that the bill is correct and I should make arrangements to pay it. Are you saying that the meter has not been tested yet? Why did I receive this letter if the results of the meter reading have not been received yet?

Regards,

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not rejecting their response but there are only two choices - Accept or Reject.The complaint is still open because they have not tested the meter yet - so I do not want to select Accept because the issue has not yet been resolved.So, I accept that they are still working on it and I await their response after the meter has been tested.

Regards,