Pennsylvania American Water Company

Negative Review O live in East fallowfiled where PAWC cover our water and sewer how do they not read our sewer rates we drink a lot of water and water our plants so it doesn't go down our drain, how is it legal for us to pay what we pay for water we use as the same for waste automatically since they don't meter the sewer to know our actual waste, we save water by after taking baths using it to water plantsWhat's the point, they should be required to meter both water and sewerNot just charge for the same amounts? No one wastes as much as they use it's impossibleThat means that house no one watered a plant or drank a glass of waterThis should be illegalEast Fallowfield, PA

[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: ***
I am rejecting this response because:Im gonna have to reject the response, few things are odd, ive never recieved a termination notice, I was late with payment days past dueNever recieved any phone callsAs I spoke with company representative he stated that im not a customer in a good standing thats why they shut down the waterAlso he was stating that company policy, company policyThere is a federal law if the payment is late for more then days the company may file to collection departmentBut def not within days without any noticesAlso our mail box was removed and we didnt have a mail box for a month in any case, usually the notice has to posted on a house with complain and reason.this company like an orginised ma, they decided to shut down they work whenever they want, they will turn the water without any appointments whenever they likeThat is not the way it works in real lifeIf you shutting down the water and you charging for turning on the water im expecting this to be done withing minuts not days. Also the water is dirty and black colorIm expecting my money back for services they cant provideIm very disappointed with quality of water, with charges for shut down and turning on, the time gap for terminationPretty much they shut down the water after days past due amount and past due amount was like 50-60$.
Regards,
*** ***

I have had my water shut off on mon 7/25/and currently have no water at my addressThe water company wants me to pay $in order to turn my water back onThe bill is in *** ***'s name who does not live at this addressI do not have $to give them for some one elseThey asked me to send in a lease and I did so they spoke to who I believed was the landlordhe told him that *** does not live hereThen they located the property owner and he said that he does, but the property owner is not aware of what goes on here because his brother is in charge of the rent

THE FOLLOWING RESPONSE WAS MAILED TO THE Revdex.com AND THE CUSTOMER ON 7/28/14:
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July 28,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
Attn: Cynthia Cameron
K StNW, 10th Floor
Washington, DC 20005-
Ref: Revdex.com #***
Dear *** ***
Thank you for your recent notice regarding a complaint filed by *** ***
Pennsylvania American Water has reviewed company recordsCompany records indicate this customer was issued a bill on 6/11/in the amount of $for 13,gallons of usage plus the monthly $Water Service ChargeThe customer contacted the company several times regarding this high bill, and a service order was issued to investigate for leaksA field service representative visited the premise on 6/19/to investigate for leaks but found no evidence of a leak
Upon receipt of the Revdex.com complaint, a calculation was made that determined the average monthly usage is 4,gallonsPer the Desired Outcome, the customer is requesting billing for the weeks she was homeIn that case, the weeks billing (for 2,gallons) would have been $plus the monthly $Water Service Charge = $The customer was billed $for a difference of $
While the potential for unintended water usage almost always exists with water service, whether through leaks, an appliance may have inadvertently been left running, or theft by an unknown party, in the spirit of customer relations and in an effort to resolve this complaint, the company will apply a $credit toward the account ($for 11,gallons plus a $late payment charge credit)I have contacted the customer and she indicated she was satisfied with this resolution
Regarding notification of the customer’s sewer provider, the customer is encouraged to provide this letter and a copy of the bill showing this credit to their sewer provider to inquire about a possible credit toward their sewer charges
Please let me know if I can be of any additional assistance in this matter
Sincerely,
William EZeisloft
CC: *** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

On 6/a Pennsylvania American Water crew shut off water service to my block to dig a hole and do water pipe work in front of a residence down the street No prior notification was sent stating that the entire block out not have water This lasted around hours
Ever since water was restored to my house the pressure has been causing the pipes entering my house to rattle for several minutes until the pressure has subsided This occurs whenever a faucet is turned on or a toilet is flushed At times, the pressure and rattling is so great that there is water dripping from my main valve
I called PA Water on the morning of 6/and found that I could not just talk to someone about this issue unless I contacted the Emergency Line I would not consider this an Emergency like flooding or discolored water, but I did not want this issue to go the entire weekend in fear that the constant rattling would damage my pipes
When I finally got someone on the Emergency Line named Tara, I

Attn: *** *** Ref: Revdex.com #*** Dear *** ***, I would like to thank you for your recent letter regarding a complaint you received from *** ***The company has investigated this complaint and found the following: Company records indicate that *** ***
contacted company to discuss a bill he received and asked for a breakdown of the chargesOn January 17, 2017, the Company responded with a letter explaining charges were from July 14, to May 28, were for water charges not billed during that time for services at *** *** **., Tobyhanna*** *** contacted the company on several different occasions disputing the charges and was told that the issue was being addressed and once the investigation was complete an adjustment would be providedWhen the company received this complaint the company contacted *** ***, the owner of *** *** **., Tobyhanna and left a message requesting him to call back in to discuss his billing issue*** *** returned the call to discuss his billing issue with the company*** *** stated that company added charges from his tenant and he should not owe amount that was back billedThe company apologized and explained that from July to May the company had only billed for waste water only and that *** *** should have also been billed for waterCompany explained that charges were valid based on company billing for waste water onlyCompany apologizes for the multiple calls made by *** *** for this billing issueThe company has applied a credit to the account of *** *** to remove the back billed water charges to resolve the billing issueThe company apologizes for any inconvenience to the customerCustomer is satisfied with the resolution of this issuePlease let us know if we can be of any additional assistance in this matterSincerely, Pennsylvania American Water

Worsed service evercustomer relations
Had past due amount of 154$ on my vacation house for water I come there once a monthThey shut down the water, last bill I was month late.now I come for a weekend and its shut down wothout any notice no phone calls, I call the company on friday they said oh you have a past due amount 170$ and to restore water is 30$ extra im like ok not a big deal, next thing I hear the guys said oh we will turn it on on tuesday))! Here is a big question mark, why do I need to pay 30$ to turn the water on? If im paying 30$ im expecting something in return like at least next day to turn it on, but we dont work on sat, sun and monday we have busy so tuesday onlyCan you imagine sitting without water for days, without any notices and my last bill I recieved didnt show the shut down notice or anything like this

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

My water was turned off due to non payment on Tuesday September 13th, I called the same day and paid the $bill and they said my water would be turned on within hoursOn Wednesday the 14th I still didn't have water even though American water told me it was turned onIt is now Saturday, September 17th and I still don't have any waterThey said they escalated this to an emergency priority on Wednesday and sent it to the local officeI have not heard from anyone at Pennsylvania American water about the issue and when it will be resolvedEvery time I call I get a different reason as to why my water isn't onTurns out that the technician that turned to water off, stripped the on/off valve bolt when trying to turn it back on and stated that it now needs a curbside repairThis happened on Wednesday the 14thSince it's now 7pm on Saturday and I still haven't heard from American water, the earliest I might hear from someone will be MondaySo that means going without water with

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 *** and Thomas Baranski

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 *** *** *** 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

I had a bill due on July 13th I mailed it out in enough time after a week I checked with my bank they said that my check was not cashed I called the water company times both times they said we did not get it yet I then assumed it got lost in the mail since the bill was due on July 13th and it was now the 18th of July I called on the 18th they said they got the check I told them I stopped payment since it was still not showing I asked the lady if I reactivate the check would they process it said yes she would waive the billing and return fee until I reactivate the check so I waited a few days still no check posted I was furious by now I called again told them I reactivated the check and asked them to putit through they said we don't do that I told her another person there said they could do that she said sorry they were wrong so then I had to pay over the phone with my credit card I just got my bill in the mail its for two months plus a dollar return fee they said t

I am concerned at what appears to be a complete lack of internal controls at *** *** *** I received a call from the *** *** *** *** (They get the gold star for actually reaching out to me) and told me that they noticed ** *** *** marked my last bill as the final binning and that " *** whom I do not know Was taking over my account The *** individual thought that seemed odd so she reached out to me I called ** *** *** 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 *** 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

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

I am consistently being shut off with no prior notice and when this a low balance, I will be turned off the same day without knowledge that I was even in danger of being shut offThen when payment has been received it is another full hours before the service is reconnectedNo other utility company operates this way I called to speak to a supervisor and no one ever returned my call

Dear *** *** ***, I would like to thank you for your recent letter regarding a complaint you received from *** *** ***The company has investigated this complaint and found the following: On January 30, 2018, the company had a discussion with *** *** *** in regards to
the high bills and scheduled a field visitOn February 2, 2018, Pennsylvania American Water was at the property and witnessed a meter malfunction and changed the meter Pennsylvania American Water made several attempts to contact *** *** *** but has been unsuccessfulPennsylvania American Water apologizes for any inconvenience caused to *** *** ***Pennsylvania American Water has made corrections to the invoices impacted by the meter malfunction and the corrected invoice mailed on February 6, Please let us know if we can be of any additional assistance in this matterSincerely, Pennsylvania American Water

These people are a bunch of crooks If you make a budget arrangement with them, watch very carefully as they will try to ignore it and try to cut off services at the drop of a hatUnfortunately, residents have no choice but to deal with them

Negative Review O live in East fallowfiled where PAWC cover our water and sewer how do they not read our sewer rates we drink a lot of water and water our plants so it doesn't go down our drain, how is it legal for us to pay what we pay for water we use as the same for waste automatically since they don't meter the sewer to know our actual waste, we save water by after taking baths using it to water plantsWhat's the point, they should be required to meter both water and sewerNot just charge for the same amounts? No one wastes as much as they use it's impossibleThat means that house no one watered a plant or drank a glass of waterThis should be illegalEast Fallowfield, PA