Pennsylvania American Water Company

I can’t begin to tell you how pleased I am with the response to my service issue. What exceptional service from the person that created the trouble ticket to the wonderful employee Ramon, who came out late to turn my water off, to stop a leaking valve. To the supervisor who scheduled someone to come out to my house to tix the problem. To the plumbing contractor, James Carr and Sons, that came out late at night to remedy the situation. What exceptional service all around. My hats off to you! I am proud to call Pennsylvania American water my water company. Thank you!

I have requested to turn the water on at a property.
- I asked to be called when it was turned on and when I went to the property, I found out the home still doesn't have water.
- Tech came out and found out a valve was broken and needed to be fixed.
- Contractors fixed valve- supposedly. STILL NO WATER comes into the home.
- Was told contractors should be out to fix it by Friday 6/3. Still not fixed
- was told someone from the local office would call me. No call.
- Left messages at the local office, no call backs
- Was told today by Customer Service it may take 3 days before the contractors get there.
- NO water service for 2 weeks and counting.
- Customer Service folks are nice, I just want someone to take ownership and give me an eta. or an update. Something.

[redacted] (***) appreciates the opportunity to respond to your inquiry dated April 22, regarding the complaint filed by [redacted] *** [redacted] filed a complaint with your office requesting that his water bill be adjusted as a result of a leak that he experienced on his water meterPlease be advised that ***’s complaint relates to his experience with ***’s utility affiliate, Pennsylvania American Water, and does not involve ***Furthermore, ** [redacted] is not a customer of [redacted] and has never been enrolled in any of the protection programs that [redacted] has to offer.Should you have any questions, please do not hesitate to contact me.Thank you for your time and consideration

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I take responsibility for the water being shut off since I did not see the termination noticeHowever, the water and curb stop was fine when the tech turned it off and when he went to turn it back on, that's when the issue aroseThe tech is the one who damaged the curb stop while trying to turn it on, that is not my faultAnd when you say the PUC regulation gives you days to fix the curb stop and you use the entire seven days, that is what's sadAn emergency order was submitted that Wednesday and it took until the following Monday for it to be repairedSo I will always take responsibility for the non-payment, which was paid the same dayIt was your responsibility to turn on water when payment was received and because your tech damaged the curb stop during the turn back on phase, that is not because of the payment, but due to incompetenceYour analogy is like this, if I'm the power company and I shut off your electricity due to non-payment and then go to turn it on the following day and accidentally snip the wire which means you'll have no electricity until that wire is repaired, I guess that would be the homeowners fault because if they paid the bill it never would've happenedTake responsibility, I didn't even receive a phone call until things got escalatedLike I said, I take responsibility for the water being shut off, but I didn't break the curb stop while turning it back on Regards, Craig S [redacted]

This customer currently has an open PUC complaint with Pennsylvania Public Utility CommissionPennsylvania American Water is regulated by the Pennsylvania Public Utility Commission and is awaiting a decision on the pending complaint with them

In September of I purchased my first property and went to settlement for [redacted] in ParkesburgI corresponded with the builder of the property as well as PA water to ensure that all of my services/utilities were set up and operatingI was told that my meter was installed and that I would have water After moving into the property and giving birth at the end of February I realized that I had never received a bill or any correspondence from them I contacted PA water company around that time and was told that because I was in the new properties it would be a delay before I received my first bill and not to worryTime passed and I simply forgot about the water companyI had been receiving all of my other billsI later began to think that my water bill must be being paid for through my lender with my other bills that they payI called PA water a couple more times in and was told that I fine and had no outstanding billsSometime in December of I received a p

10/21, Friday There was a notice from Pennsylvania America Water placed on our front door “unable to turn water on” and “please call to reschedule a service visit.” (photo of notice available) Water was now off inside of our homeWater was leaking from a valve/crock outside Called PA American Water and explained the situationSaid they would be out on 10/ 10/24, Monday Van 12071, woman, was noticed outside at 9:30amShe leftA second van (no number obtained) arrived with two menI went outside and explained about the leak, broken crock (placed on curb, photo available) and lack of waterThe first van returned to my homeAround 11:30am, one of the men and the woman knocked on the doorThey explained that a PA call was made, pointed at spray painted area on road and walkway, said it needed to be dug up, their “operator” was off, and that somebody would be out and the water would be back on later this dayThey leftNobody else came 10/25, Tuesday 11:53am - Cal

June 9, 2014>Ref: Revdex.com case # [redacted] , [redacted] Attn: [redacted] Dear ** [redacted] , A review of Pennsylvania American Water records found no customer matching the name, address, phone number, or account number provided by [redacted] However, further research found the complainant is a customer of [redacted] *** As I can only respond to complaints regarding Pennsylvania American Water, I suggest this complaint be directed at [redacted] ***They have provided a customer service number of ###-###-#### Please let me know if I can be of any additional assistance Sincerely, [redacted] Pennsylvania American Water Collection and Compliance Representative

both my wife and I are disabled [redacted] is a monopoly in my areathey can charge as much as they want whenever they wantwhy can't I choose another [redacted] company? I thought it was illegal in the US to have a monopolythe [redacted] has at least tripled their rates in years, threatening to shut of service even when I have auto pay through my bank of a minimum of $a monthI was under the impression that as long as I try to make a payment of any amount I could not be charged late fees or threatened to have services cut offNeither my wife or myself are capable of working due to our disabilitiesI want to change [redacted] services to another companywhy can't I? As previously stated I thought a company could not monopolizeWasn't the phone company sued for this back in the 70's? I want a choice of my utilities so i'm not forced to pay whatever they chooseRaising rates by over times the amount it was years ago is outrageousPlease tell me I can

After error on the company side they continued to shut our water off without notice Payment and repayment of previous bill was made for a second time...minutes after disconnectSpoke with multiple representatives each had a different response and couldn't send someone to restore serviceAfter multiple attempts to speak with supervisor she finally took the call and was just as helpless and still no.service and was.told no one else to speak to and hopefully within hours someone would be here to reconnect I am still with kids and no water and everyone has no answer or solution

We have been a customer with PAW for many years our water bill has always been consistentAugust our bill shot up three times the amount of our normalWe disputed the factThey sent a person out to inspectThey came to the conclusion we had a leakWe already knew this however we have not repaired said leak and the bill has never been close to that amount before or after that one monthWe feel our reading was an error due to the fact that we had a new water meter installed a month priorThis has been going on too long and we needed this to come off the back burner thank you [redacted] and Thomas Baranski

My credit card over billed $251.28 on Sept.11, 2019. Agent at water company requested I faxe credit card statement proving my claim. This I secured from my bank and sent to them. Faxe was verified by sender and receiver as done. Was inialy told by managers at American it would take 30 days at longest to resolve issue. It is now approaching 65 days with no resolution. You'd think that a company which has been around for 132 years would have basic professional attributes and be accredited with BBB. If there was another water company to use I am sure thousands of their current customers would switch. In closing our say that five stars means excellence which you are not.

I am concerned at what appears to be a complete lack of internal controls at [redacted] I received a call from the [redacted] (They get the gold star for actually reaching out to me) and told me that they noticed [redacted] marked my last bill as the final binning and that " [redacted] whom I do not know Was taking over my account The [redacted] individual thought that seemed odd so she reached out to me I called [redacted] and after staying on hold several times for minutes or more finally got a very rude "Customer Service Agent" I asked why no one notifying us of someone making a change to our account She said they never follow up with call in account changes Perfect I told her that my husband and I are still residing at our residence and [redacted] is not moving in anytime soon they said the "reversed" the changes (but would not discuss how this happened any further) I asked to speak to her supervisor but I did not have the t

I was out of work and didn't have money for utilities I managed to get someone to use their credit card to pay the water bill before it was shut off They turned it off anyway and didn't turn it back on for two days If they were a company I could choose to deal with, I wouldn't but what choice do I have?

Since January of I received a bill of $2,000, been here since DecemberBy February they had someone come out to read the meter, my toilet was runningSo they gave me an adjustment of $But then my bill was still highSo finally someone put me through to the supervisorThis was in May of 2017, mind you my water was to be st off, I had not paid on my bill yet since the first billSimply because I was told by American water company employee name Kevin my bill should only be $(February)I was also trying to get on the [redacted] program but they never sent me that billSo now may or so another worker comes outMy sink is leakingI was told I couldn't get an adjustment and that I had to have the sink fixedFrom my knowledge the sink has been leaking since I moved in, but my landlord assured me it wasn't a problemI was the referred to the water commissioner, where I was told there was nothing they could doThey gave me a number for housing to report my landlord, b

September 27, Revdex.com of Metro Washington DC & Eastern Pa Attn: [redacted] Ref: Revdex.com # [redacted] Dear [redacted] , I would like to thank you for your recent letter regarding a complaint you received from [redacted] The company has investigated this complaint and found the following: Company records indicate the company mailed [redacted] at [redacted] **, Canonsburg a 10-day nonpayment termination notice for the amount of $ with a shut off date of 09/06/The company spoke to the customer on 08/30/went over account status and balanceThe company didn’t receive any payments and service was shut off for nonpayment on 09/13/He contacted us after the service was shut off and made payment Pennsylvania American Water field service tech arrived at the property on 09/14/and turned on the serviceAt that time the field service tech didn’t indicate there was any issue with the curb stopOn 09/15/ [redacted] contacted the company and indicated he didn’t have any waterOn 09/15/an emergency order was issued to turn on the service however a distribution crew was needed due to the curb box needing excavatedThe company restored the service on 09/19/around 9:A.M According to PUC regulation (B) (5) the company has seven days to restore the service if the company has to dig up the street or the sidewalkThe company had to excavate the customer’s curb box and the company completed the restoration within the days With regard to the customer requesting that his expenses being paid the company is not willing to reimburse expenses due the fact the customer was aware of the pending termination and could have avoided had he made payment prior to the shut off date Pennsylvania American is always willing to assist [redacted] should he need future assistance Sincerely, Jessica B***

May 9, RE: Revdex.com #– ***, [redacted] Dear [redacted] , Thank you for your recent notice regarding a complaint filed by [redacted] ***Pennsylvania American Water has reviewed company recordsCompany records indicate this customer received a bill for service from 1/7/to 2/4/for 145,gallons of water in the amount of $1498.07, with a prior balance of $13.99, for a total amount due of $A Frozen Meter Charge of $appears on the customer’s following billThe customer contacted the company and disputed these chargesA company representative reviewed the account and the customer’s bill issued on 3/31/indicates the customer’s high bill of $was cancelled, and the customer was re-billed for 57,gallons at $604.35, providing a credit of $ Several bills issued after the credit brought the customer’s balance to $which the customer paid in full on 4/17/ Company records do not indicate the customer was promised any credit beyond the $Frozen Meter Charge I attempted to contact ** [redacted] at ###-###-#### on 5/6/to discuss a settlement to this dispute and left a voice mail message with my direct phone numberTo date, I have not received a call from the customer Attached is the customer’s bill indicating the charges in the amount of $were cancelled and charges in the amount of $were re-billedAlso attached is Tariff rule of the Pennsylvania Public Utility Commission-approved company tariff in which it is established it is the customer’s responsibility for the protection of the meter from damage caused by frost or other causes In the spirit of public relations, and in an attempt to settle this dispute, a credit of $for the frozen meter has been applied to the account and an additional credit of $has been applied toward the billing for usageThe company feels it has provided adequate credits to this account and no further adjustment is warranted at this time Sincerely, [redacted] Collections and Compliance Representative

Recently moved from an apartment complex that PA American Water servedLived there for two years with no issues at all, until the time came to moveI called in and spoke with a representative to have my water shut off and everything seemed just fineWith the stress of moving, I never noticed that I didn't receive a cancellation confirmation number or emailAbout a month later I received a bill for the month of September, saying that it was my final bill, which I had moved out at the end AugustI called in and spoke with another customer service agent, who conveniently had no record of my previous call and told me that my service was only being cancelled and I was receiving a final bill because the new tenant was moving inShe instructed me to send an email to a specific address that cited my concerns and to include some documentation that showed my lease ending at that dateI did as instructed and sent my Lease Termination paperwork, that stated the 31st of August as being my la

I made an online payment to [redacted] in December Since that time, they no longer send me any paper statementsWhen I called to pay my bill they said that I was not signed up for paperless statementsI had to pay a fee in order to pay my bill over the phoneThis scenario repeated itself every few months with my complaint about not receiving statements, and their insistence that statements had been mailedToday my water service was shut off with no noticeI called the company and found out the service was turned off because I had not paidBut I have not received any bills in order to payI cannot pay online without my account number, which would be on my statementsThe representative today told me that the statements had been sent to my previous address (not my service address and current residence) up until December 17, I have not lived there since May Now I have to once again pay a fee to settle my account over the phone, and now an addition

[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 Regards, [redacted]