Pennsylvania American Water Company

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

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

After attempts to call and find out why my water hasn't been working I've received no answers and ignorant customer serviceAll people I've spoken with delivered the exact same lie, they just switched up the timesAs I have no option but to use this awful utility company I'm forced to ask you to help resolve the issue and refund any or all money I've spent because of the neglect of the utility company

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

PA American Water turned off water without noticeAcknowledged theirError in the call but still refused to dispatch someone earlier than hours despite health risk issues

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

I had an unusually high water bill for a month and looked into the issueI spoke with them about the issue to let them know I was looking into the issue with a plumber to see if there was a problemI also let them know that I would wait till next bill to see how the reading looked before paying full amount from disputed billThe next bill looked fine and a new due date was set up for the amounts in which I was going to pay without disputeDays before they turned off my water with NO CALL or NO WARNINGWhen I called to complain I let them know I could pay the amount currently due with no problem but did not understand why they would just shut it off, especially before the "new" due date was upThey in turn wanted me to pay a fee and also set up an installment schedule and deposit? I never have paid a bill late in over years of owning this property....on top of that I have two children and a pregnant wife and now they are telling me they can't guarantee it be turned on before

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: The company records indicate that this customer was mailed a 10-day
nonpayment termination notice on 5/5/in the amount of $with a shut off date of 5/16/The company has no record of that notice being returned to the company by the United States Postal ServiceThe company’s collection agency attempted to contact this customer on separate occasions but was unable to reach the customerThe company shut off the water service due to nonpayment on 5/23/The company records indicate that a field service person returned to the property on 7/8/16, and 10/10/and found that the water had been restored without the company knowledge or approvalThe company records indicate a field service person visited the property on 10/21/and found water usage on the meter and again shut off the serviceThe customer then made payment and the company’s field service person attempted to turn on the water service on 10/24/but was unable to as the curb box was damaged and the plug was jammed into the curb box and was not able to be removed without digging up the curb boxPennsylvania American Water records indicate a PA One Call was issued so that utilities could come and mark their lines prior to the company digging up the curb boxOnce a PA One Call is made utilities have days to mark their linesThe company records indicate a distribution crew arrived at the property on 10/26/and repaired the curb box Pennsylvania American Water records indicate that this customer’s service was shut off due to nonpayment in May The company records indicate that the water service was restored on several occasions without the company’s knowledge of approvalDue to the service being restored without the company’s knowledge or approval the company turned off the service and plugged the curb stopThe company then found the curb stop lid smashed and were unable to get the plug out due to what the company believes was someone again attempting to restore the serviceThe company has scheduled a service order to restore the service now that the curb box has been repaired

07/02/Dear *** ***I would like to thank you for your recent letter regarding a complaint
you received from *** ***Pennsylvania American Water has reviewed company recordsThe company
records indicate the sidewalk repairs were completed as of July 1,
2015. Pennsylvania American Water attempted to reach *** *** to verify
the repairs were completed to his satisfaction but has been unable to reach
himThe company would like to apologize for any inconvenience *** ***
experienced.If you should have any questions or concerns with regard to this
complaint, please feel free to contact me.Sincerely,Tawana D

12/11/15Dear *** *** ***
Would like to thank you for your recent letter regarding a complaint you received from *** ***Pennsylvania American Water has reviewed company records*** *** contacted the company on 11/5/to have service started in her name at ***
*** **., Norristown, PA ***At that time *** *** was denied service due to the company found that the water service had been turned on without the company's knowledge or approvalON 11/9/the company received a lease for *** *** and the premise was noted that the lease was approved and that the service could be turned onThe company left a message for *** *** to contact the Company and Schedule a turn On.The company had no record of *** *** contacting the company to schedule the turn on service order and an order to investigate inactive with consumption was issued and the water was shut off in errorThe company has contacted *** *** and a service order was worked on 12/8/restoring the water serviceThe company apologizes for any inconvenience to the customerIf you should have any questions or concerns with regard to this complaint, please feel free to contact meSincerely,Nancy Jo SCompliance Representative

I am thoroughly dissatisfied with the Pennsylvania American Water Company right nowI have been experiencing this issue for well over a monthNormally, my bill ranges from 40-dollarsIt has been this way since moving to the apartment in AugustWhen I got the email to view my January bill, it had tripled! On January 2nd, I was expected to pay almost $150! The bill stated that it was "estimated" and not an actual reading which showed we used OVER 11,gallons of waterI would be curious to know how a household of two human beings could go from using roughly 2,gallons a month and then increase that muchI attempted to contact the water company to dispute this before having to pay such a high billI received no answerI sent emails to the customer service departmentI received no answerI was told with the extremely cold weather I should try to figure this out by myself onlineStill, I waited on the phone to speak with someoneA few times I had to wait on the phone for

THE FOLLOWING LETTER WAS SENT TO THE Revdex.com VIA *** NEXT DAY MAIL ON 7/28/14:
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July 28,
Revdex.com of Metro Washington DC & Eastern Pennsylvania
Attn: *** ***
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 has a substantial account balanceThe customer contacted the company on 4/9/and was placed on a company payment arrangement of current bills plus $toward the arrears balanceThe average bill issued to this customer is approximately $110.00, with the bills increasing from approximately $in November to $in July The customer has paid $on 4/15/and $on 5/28/As such, the customer has defaulted on this agreement and the account was pulled into the company’s termination processThe customer contacted the company only on one other occasion (7/20/2014) to inquire about the pending terminationThe customer was provided with a $amount to pay in order to catch up on the current payment agreement and was provided with the number for the Dollar Energy Fund to inquire about financial assistance
On 7/28/I attempted to contact the customer at ###-###-#### and the call went into a voice mailboxI left my direct phone number and requested a call back prior to my Revdex.com response the following dayI would offer this customer a new payment arrangement with a lower amount toward the arrears to settle this complaintOtherwise, only upon faxed proof of a 10% decrease in income or a substantial change in circumstance that caused the default can the company re-negotiate the company payment arrangementThe fax number is ###-###-####The customer may also contact the Pennsylvania Public Utility Commission at ###-###-#### to request a payment arrangement through them
In addition, the company encourages the customer to investigate their property for leaks such as toilets or appliances that run continuouslyThe customer may contact the company at ###-###-#### to schedule an appointment for a leak investigation at the propertyUpon repair of a leak, the customer may be entitled to a leak adjustment
Finally, as the infrastructure providing water service to the customer is wholly owned by Pennsylvania American Water, there is no choice of switching to another provider
Please let me know if I can be of any additional assistance in this matter
Sincerely,
William *Z***

February 22, 2017Dear *** ***,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 on 9/8/a meter reader obtained a meter reading of
On 9/12/16, the company mailed *** *** at *** *** ***., Moosic a bill for service for the time period of 8/9/to 9/8/for 13,gallons of water in the amount of $161.13.The company records indicate that on 9/13/*** *** contacted the company and indicated he thought his new meter is bad as his bill went up after the meter change and a service order to check for leaks was initiatedOn 9/20/16, the company's field service person arrived at the property and obtained a meter reading of 230, which is in line and verified the meter reading used to calculate the bill in questionThe field service person advised the customer that the meter shows consecutive usage at which time the customer stated that the leak in the bathroom has been an ongoing and has always been leakingThe service person tried to explain leaks to the customer but they indicated they did not want to hear it and advised the customer that there is constant flow on the meter.The company records indicate on 9/26/an account resolution team associate attempted to contact the customer but there was no answerThe customer was mailed a utility company report advising the bills are correctA copy of the utility report is included with this reportThe company had no further contact with the customer since the service person visited the property on 9/20/16.Upon receipt of this complaint, I contacted the customer and spoke with both *** and *** ***I explained that since the leak is still ongoing we normally do not provide an adjustment for a high bill until the leak is repaireddid calculate a 40% abusage adjustment as follows: 13,gallons high bill less 3,gallons average usage equals 10,times 40% equals 4,gallons to adjust which equates to $*** *** agreed to the credit, which has been applied to the customer's accountI also advised them to have the leak repaired so the bills do not continue to be high for them.Please let me know if I can be of any additional assistance in this matter.Sincerely,Nancy Jo SCompliance Representative

Terrible providerTerrible customer service You pay for a service that you don't getThere is no one resolve issues because every representative tells you a different story I pay money and get no adequate service and no resolve

I have never had such horrible service from any companyNo answer for customer serviceImproperly scheduled service

We recently purchased a house and the sellers of the house forgot to tell us that we needed to put the water in our name or it would get shut off, without warning Well that day came and it just so happened to be on a Friday Without warning, without notice, they came and shut off the water to our house What a great way to welcome someone into their new home! Both my fiance and I called and spoke with PA American but to no avail, they would not send someone out to turn the water on until Monday "sometime" This is not horrible news for me (an adult male) but the rest of my family consists of my fiance and our three daughters, aged 13, and months Not having water for three days was not only rough but it was downright cruel to be treated that way by a company we have no choice but to pay They have a local monopoly on the water supply, no competition whatsoever, and it shows in their lack of compassion If they even had one competitor, this situation would not have happened to us because the competitor would have said, "we'll be right out to turn on the water if you sign up with us" and I would haveUnfortunately that was not an option for us so we spent the three days showering at the Y while both of our toilets were disgusting cesspools since we could not flush them I would never even consider treating someone like this, let alone an customer Business practices lacking any compassion whatsoever are all too common in municipal services, especially those with a government monopoly

Ref: *** ***, ID#*** Dear Ms***,Thank you for reaching out to us on Ms***s behalf.Pennsylvania American Water Company contacted Ms*** and set up the water service in her name.Ms*** was satisfied.If you should have any questions or concerns with regard to this
complaint, please fee! free to contact me.Sincerely,Tawana D***

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

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

This company seriously is the absolute worst.. Almost 200 a month for service.. Got turned off due to non payment.. Understandably.. But the shut off notice said around 600 something. And even then, we only got one notice. They always put the three day notice on the door and the have to give you a phone call before they can shut you off.. And we received neither. So after talking to a lady at the company she informed me the amount was now 800 something. Then after being without water for 2 weeks, we can pay it.. Only to find out it's almost a thousand dollars... Excuse me, but how does this happen? The worker said he got his info from the local company and they put in a note that we have to pay every cent before we get service.. Once again, understandably.. But a little notice would be nice!? We have the paper that says it would be 600 something to get it turned back on. This company is the worst water company to exist.. And their workers are very judgemental..