New York American Water

At this time, I have been contacted directly by New York American Water regarding complaint ID [redacted] , however my complaint has NOT been resolved because: Please see attached picture showing my water filter after two daysI was told that they are cleaning the pipes and this type of rust is acceptable ! I considered posting the picture on [redacted] to see if Oceanside residents are aware of this acceptable water supplyI am miffed that this "okay"My neighbors have told me of issues with water pressure and another who made a bath for her baby and the water was brown In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

NYAW supervisor contacted the customer and assured them that our landscaper would removed the overgrowth and clean up the siteNYAW has also contacted a contractor to power wash the tank

Complaint Received by NYAW on - The work on the two-inch fire service was completed on Wednesday, June **, At that time, NYAW's foreman spoke with the customer and explained that the service cannot be turned on until his plumber meets us at the home to bleed the system and ensure everything is operating properly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: After review of the response from NY Water no letter indicating completion or a requirement of additional medical information regarding was receivedNY Water informed me when I last spoke to them that they would resolve this inquiry of medical confirmation directly with the treating medical doctor inquire and they did not require any further input from our residence My query was whether or not they could obtain such information without any consent from the doctors patient considering medical lawsAgain the representative reassured me they received fax information from doctors on a regular basis no mention was made of a letter being mailed to me I provided their representative with the doctors telephone number, fax number etcMy complaint stands at a reimbursement and or credit of these dishonest fees assessed from NY WaterIf there are any further forms NY Water requires kindly have them forward them to this email address: [redacted] , and I will have them completed and returned to their offices immediately considering I did not receive these phantom letters by US Mail Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is PARTIALLY satisfactory to me and the matter has been resolved FOR THE TIME BEING UNTIL THE PLUMBER COMESLET'S SEE THE WAIT TIME TO GET THE WATER TURNED ONTHIS TOOK MONTHS WHICH IS COMPLETLY UNACCEPPTABLE NOT ONLY FOR ME BUT FOR ANY PAYING CUSTOMERWORST EXPERIENCE OF MY ENTIRE HOUSE LIFTING PROCESS WITH ALSO NO CONCERN FROM AMW OF THIS BEING A FIRE HAZARD IN MY HOME DURING THIS PERIOD OF TIME Sincerely, [redacted]

Always have issues with discolored water, it is not my water heater it is this company, I do not understand why it is like this. Cant even feel clean after a shower, now there is a water main break in the area and it is worse. Brown yellow gross
horrible company, we need queens water company servicing us

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID# ***, and have determined that my complaint has NOT been resolved because:
Although NY the company did contact me and sent someone to survey the issuesNothing has been done to dateMy previous contacts with this company resulted in someone telling me the issues would be corrected but they never wereI woukd be happy to say the situation was resolved if it wereWhen the issues are corrected I will mark my complaint as suchUntil then the weeds are still coming over my fence, the water tower looks terrible with rust showing and the wood holding the ground is still rotting and falling
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, PLEASE ALLOW ME AT LEAST HOURS TO VERIFY WITH THE CREDIT CARD COMPANY THAT AN ADJUSTMENT HAS BEEN DONE FOR AMERICAN WATER, PLEASE RE-SEND THIS EMAIL IN HOURS ALLOWING ME SUFFICIENT TIME TO REVIEW.
Sincerely,
*** ***

NYAW supervisor contacted the customer and assured them that our landscaper would removed the overgrowth and clean up the site. NYAW has also contacted a contractor to power wash the tank.

Revdex.com:
I have reviewed the response made by the business in reference to complaint id [redacted], and find that this resolution is partially satisfactory to me and the matter has been resolved for the time being until the plumber comes. Let's see the wait time to get the water turned on. This took 6 months which is completly unaccepptable not only for me but for any paying customer. Worst experience of my entire house lifting process with also no concern from amw of this being a fire hazard in my home during this period of time.
Sincerely,
[redacted]

Complaint Received by NYAW on 6/**/2017 - The work on the two-inch fire service was completed on Wednesday, June **, 2017. At that time, NYAW's foreman spoke with the customer and explained that the service cannot be turned on until his plumber meets us at the home to bleed the system and...

ensure everything is operating properly.

Maria C[redacted] of New York American Water contacted [redacted] on March *, 2016.  Ms. C[redacted] reviewed the account and confirmed that a refund check was mailed on February **, 2016, however, [redacted] stated that she never received the check and our records show that the...

check was never cashed.  Ms. C[redacted] offered to have [redacted]'s credit card credited for the amount she overpaid and for any fees she incurred.  [redacted] was satisfied with this solution and appreciative of Ms. C[redacted]'s efforts to correct this error.

At this time, I have been contacted directly by New York American Water regarding complaint ID [redacted], however my complaint has NOT been resolved because:
 
 Please see attached picture showing my water filter after two days. I was told that they are cleaning the pipes and...

this type of rust is acceptable ! I considered posting the picture on [redacted] to see if Oceanside residents are aware of this acceptable water supply. I am miffed that this "okay". My neighbors have told me of issues with water pressure and another who made a bath for her baby and the water was brown.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

After review of the response from NY Water no letter indicating completion or a requirement of additional medical information regarding was received. NY Water informed me when I last spoke to them that they would resolve this inquiry of medical confirmation directly with the treating medical doctor inquire and they did not require any further input from our residence.  My query was whether or not they could obtain such information without any consent from the doctors patient considering medical laws. Again the representative reassured me they received fax information from doctors on a regular basis no mention was made of a letter being mailed to me.  I provided their representative with the doctors telephone number, fax number etc. My complaint stands at a reimbursement and or credit of these dishonest fees assessed from NY Water. If there are any further forms NY Water requires kindly have them forward them to this email address: [redacted], and I will have them completed and returned to their offices immediately considering I did not receive these phantom letters by US Mail.
Sincerely,
[redacted]

Review: My water was shut off- when I called to inquire- I was told my balance was $120- I have been living in my home- that I own for the last 27 years and never had any problem- especially when the former Company owned the Water Company. Then then charged me $25 to put the water back on-Desired Settlement: I want to be reimbursed the $25 and get a free month of water service for my uncomfortabity and for being so distraught.

Review: submitted overpayment of $285 in january. Adv ny water needed to be refunded in that amount. They told me it would take 2-4 weeks. It took 4 weeks. During which time another bill became due and they reduced my refund amount. I called on monday 2/**/16 and spoke to several representatives who claimed they mailed out a check to cover overpayment 2/**/16, then a second time I was told by a representative that it was 2/**/16. I do not believe they mailed it out, I think they tossed it in the trash, because while I did not receive the reduced refund amount I received notice that a $59 bill was paid promptly. This is a game that they use to hold onto money in order to earn interest through their bank. There is no reason it should take this long to be refunded. Shame on new york water!

Still waiting for my $238 out of the original $285 that should have been returned to me.

I will call monday 3/*/16 to let them know I never received the refund check so I guarantee they will take another 4 weeks to do something that should take no more than 24 hours and deduct another monthly amount.

Unethical company! I have dealt with them previously on other matters.

The sad thing is american water is the same company that handles the administrative matters for 20 different states. It's no wonder why they poisoned flint michigan. Just because they believe they get away with treating people dirty doesn't mean it's working. Like everyone else they will reap what they sow!Desired settlement: refund $238 within 24 hours, I have worked in companies like this and it will take them one phone call to let their financial institution know to issue a stop payment and reissue a replacement.

However ny water knows they never mailed the check in the first place just dropped it in the trash with the stamp on it. Horrible company! Now reaping what they've sown in flint!

Business

response:

maria c[redacted] of new york american water contacted [redacted] on march *, 2016. Ms. C[redacted] reviewed the account and confirmed that a refund check was mailed on february **, 2016, however, [redacted] stated that she never received the check and our records show that the check was never cashed. Ms. C[redacted] offered to have [redacted]'s credit card credited for the amount she overpaid and for any fees she incurred. [redacted] was satisfied with this solution and appreciative of ms. C[redacted]'s efforts to correct this error.

Consumer

response:

I have reviewed the response made by the business in reference to complaint id [redacted], please allow me at least 24 hours to verify with the credit card company that an adjustment has been done for american water, please re-send this email in 24 hours allowing me sufficient time to review.

Sincerely,

Review: returned home to find out that water was disconnected.

Never received a prior notice on door advising that new york water stopped by and that the water would be disconnected on 6/**/2015.

@ 4:22pm, called ny water to find out when water was going to be turned on.

Ny water said that if it was a medical emergency they had to (1) fax a medical certificate to the doctor and (2) wait for the doctor to fax it back to their offices and (3) ny water would then have to update the medical certificate from the doctor into the computer system.

I did not not have the doctor's # and fax # so I had to call them back once I received the information.

@4:28pm approx called back ny water s/w shelby adv her that there was a medical emergency , asked if could speak to a supervisor who aledgedly took down my inquiry. Provided her with the doctor's name, tel #, fax # as well as the fax # for my home so that she could forward the fax to me in the event that the doctor claimed that he did not receive it so that I could fax it again. Never received the fax.

@ 4:35pm called back spoke to jamie, this had to be my third call. Jamie said that she did not find any previous information in the computer regarding a doctor's # fax # etc but resubmitted the fax again.

Looked on the computer to find information on contacting the revdex.com. Called # provided but it was somewhere in new jersey it was actually new york water and not the revdex.com. It was approximately 5:08pm.

Finally found out that if I paid a fee of $35 to get an emergency water turn on, $1.95 credit card processing fee for a total of $36.95 that they would turn the water on this evening. Paid the fee. The information had not returned from the doctor to verify medical emergency. I want to be reimbursed/credited $36.95 on my ny water account.

What is so disgusting is that this was a medical emergency. There is an [redacted] in my home. In order to apply the medication the area needs to be cleaned. Case and point water for clean hygiene. I should not have had to pay ny water $36.95 to get them to do what was humane... To turn on the water.

Ny water needs to have a medical emergency hotline. What if I was elderly or just unable to convey my complaint to ny water. What if I were 80 or 90 years old. This complaint is not only on my behalf but on behalf of all those dealing with fmedical emergencies in their home. Under no circumstances should ny water have cut off the water without providing me with a previous date or time 3 days prior to cut off in advance. I never received any literature.Desired settlement: (1) turn on water immediately not in 4 hours, 6 hours, 10 hours or 24 hours

(2) refund my $36.95 through a credit on my bill or in cash.

(3) advise how they have rectified the way they review customers for medical emergency so that I know that no one else has to deal with this again in this manner.

There is a family member in my home with a medical condition it should have never reached this level. Immediately being advised that there was a medical condition in the home ny water should have taken immediate steps to remedy the situation.

Want a credit on my account for the $35 that I had to pay to have someone come out and turn on my water.

Would like to know that a hot line has been put in place to deal with these issues what if I had been an elderly person 80+ 90+what if they were not versed to fight on their own behalf.

When I provided ny water with a doctor's name tel # and fax # that should have been enough for them to respond temporarily before getting all the necessary paperwork to confirm. No one with a medical emergency should have been put in this situation. My complaint is not only on my behalf but on the behalf of those elderly people 80+ 90+ who may not have the ability to speak for themselves. Elderly parents, grandparents etc and those disabled!! We need to be more humane toward one another. Charging additional fees to do what we should do for one another out of common courtesy. You may not be empathetic to my situation but imagine those that I just mentioned. We need to do better.

Business

response:

new york american water (“nyaw”) has received [redacted]’s complaint regarding the discontinuance of service that occurred on june **, 2015. The company responds as follows:nyaw performs all discontinuances of service in accordance with the regulations of the new york state public service commission. Two written notices advising of the discontinuance of service for non-payment ofthe water bill were mailed to [redacted] on april **, 2015 and may **, 2015. (note: the customer’s last payment for the water services was received in october of 2014.)pursuant to a call with the customer on april **, 2015, an asset evaluation form and payment installment plan were sent to this premise on april **, 2015. However, the company did not receive a signed plan from the customer. From march 2015 through june *, 2015 there were over seventy (70) attempts by external collections to reach out to the customer. These attempts resulted in no contacts made. Throughout this time period (march – june *, 2015) the customer did not inform the company of the presence of a family member in the home with a chronic medical condition.According to nyaw’s records, the customer first advised the company of this home medical issue on june **, 2015. On that date and again on june **, 2015 medical certificate forms were mailed to the home for completion. A hold on the account was placed pending receipt of the completed form; however, a completed form was not received by nyaw. To date, nyaw has not received these required certification forms.completion of these forms is the customer’s responsibility, in accordance with nyspsc regulations. Subsequently, water service was discontinued for non-payment. The company regrets the inconvenience that is caused by discontinuance of service and views such an action as a last resort; however, it is the company’s position that it has made every effort to contact this customer to resolve the outstanding water bill prior to discontinuance. Moreover, non-payment of bills is an issue that affects all of our customers as the cost of service of the nonpaying customers is ultimately borne by the rest. Thus, nyaw takes the position that the customer’s desired resolution should be denied.Respectfully submitted./s/ suzana d[redacted]suzana d[redacted]

consumer

response:

I have reviewed the response made by the business in reference to complaint id# [redacted], and have determined that my complaint has not been resolved because:

after review of the response from ny water no letter indicating completion or a requirement of additional medical information regarding was received. Ny water informed me when I last spoke to them that they would resolve this inquiry of medical confirmation directly with the treating medical doctor inquire and they did not require any further input from our residence. My query was whether or not they could obtain such information without any consent from the doctors patient considering medical laws. Again the representative reassured me they received fax information from doctors on a regular basis no mention was made of a letter being mailed to me. I provided their representative with the doctors telephone number, fax number etc. My complaint stands at a reimbursement and or credit of these dishonest fees assessed from ny water. If there are any further forms ny water requires kindly have them forward them to this email address: [redacted], and I will have them completed and returned to their offices immediately considering I did not receive these phantom letters by us mail.

Sincerely,