Pennsylvania American Water Company

Review: I have been receiving excessively high water bills, over the last few quarters. called the board of public utilities, and was informed that the board does not regulate this company. I then called The city of [redacted] who collects payments for the utility company. I was told by a young lady that she didn't have time to help me. I called American water and spoke with a representative who noticed the increasing water bill and decided to send a meter reader out. On or about May 29th a meter reader came out. He checked both inside as well as outside for leaks. There were no leaks. On June 5th I called American water to check on the status of the meter read. I spoke with someone named [redacted]. who informed me that the meter read was slightly lower then my previous reading. I asked that the bill be reduced. I was told that the bill would stand and it would reflect on my next bill. I then tried to explain to [redacted]. that sometimes the meter readers would drive by in the water company van, hold the device out the window and scan the meter like that. [redacted]. wouldn't let me explain or get a word in. He started talking over me, not listening at all. I asked to speak with a supervisor. I was informed by [redacted]. that his supervisor was not there, and he would have him call me back tomorrow. frustrated, I hung-up and called back. I again get [redacted]. again I cannot communicate with him as he doesn't give me a chance to talk. I hung-up and called again. Again I get [redacted]. after the third time I decided to contact the Revdex.com.Desired Settlement: The meter readers would drive by in the water company van, hold the device out the window and scan the meter like that. Refund for any overages - check on the status of the meter read.

Business

Response:

June 9, 2014

Review: On 3/18/13 my father, [redacted], passed away. At the time of his passing,my father was renting a house at [redacted]. and the company providing water service for that address was Pennsylvania American Water. On 7/15/13 my mother, [redacted], also passed away. Thereafter, the contents of their [redacted]. address were placed into storage by me and and the residence has remained unoccupied ever since. I continue to periodically check the mailbox there, however, so that I can notify any pertinent parties of their death. Notably, all utility bills for my parents home were in the name of my father, [redacted], and I have notified those parties of his passing as well as the lack of any Estate assets. To date, every creditor so notified has ceased billing, with the sole exception of Pennsylvania American Water. Over the last several months, that company has sent an outstanding bill to my father's former address on seven occasions. The first six times I simply sent it back along with a certified copy of my father's Death Certificate. After the sixth occasion, I also contacted PA American Water by phone and informed them of this issue; at which their representative told me that they "cannot stop generating the bill." On the seventh occasion, I sent the bill, a copy of my father's Death Certificate, and a letter to PA American Water's company headquarters in [redacted], PA. As PA American Water has ignored all previous notices of my father's death, and has now sent an outstanding bill in his name for the eight time on 10/22/13, I hereby file this complaint. The campaign of harassment carried out by PA American Water in this case to collect a paltry sum from an individual it knows to have died is reflective of that company's clear indifference to common decency, as well as the unnecessary difficulties it is causing me. Moreover, where PA American Water has been formally notified that there are no Estate assets from which it can satisfy its claim, it has no practical reason to keep sending a bill for same. That it continues to do so can, therefore, only be for purposes of harassment.Desired Settlement: I would like for Pennsylvania American Water to send me a letter advising that it has adjusted the amount owed to account #[redacted] to $0, and that it will stop sending bills thereon.

Business

Response:

10/28/13

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?

Review: Pennsylvania american water company is the only water utility company offered in the [redacted],pa area. I am very unhappy with services and lack of customer service and would like to switch providers but was toldocannot go to any other company. I have a large household, including children, and limited income and they are not willing to work with me in any way. I feel as though they were extremely rude and unaccomadating to my situation.Desired Settlement: Apology, payment arrangement & to able to switch to another service.

Business

Response:

THE FOLLOWING LETTER WAS SENT TO THE Revdex.com VIA [redacted] NEXT DAY MAIL ON 7/28/14:

July 28, 2014

Review: During the month of May 2014, we were on a 2 week vacation on the West Coast/Alaska. Upon our return, we received our June billing from this company to find that not only did our bill not reflect a lower usage due to us being out of the area but we were being charged almost 3 times our normal billing. We have lived in this property since feb 2006 and our water usage is similar month after month after month. Prior to leaving for vacation, we verified that nothing was running at our property and upon our return the same. Our billing trend shows that this is not normal activity and I can verify that we were out of the area.

In addition, I opened my dispute on June 19th. At that time, I was told that the disputed amount would not show as delinquent, no late fees would incur and that I would be notified by the company once my dispute has been reviewed. To date, I have contacted this company 2 additional times. Both times (not once), I was told that the "dispute hold" was removed from my account and they didn't know why. I can understand an error happening one time but the same error twice with no resolution? I was also charged a late fee with my most current bill based off the disputed amount.Desired Settlement: I want my June billing reduced to 2 weeks of normal use for my May usage, all late charges removed, any documented delinquency removed and my account restored to a current status. I also want the billing adjustment submitted to my sewer authority and PA American Water to ensure that my sewer bill is adjusted to reflect the proper billing.

Business

Response:

THE FOLLOWING RESPONSE WAS MAILED TO THE Revdex.com AND THE CUSTOMER ON 7/28/14:

July 28, 2014

Revdex.com of Metro Washington DC & Eastern Pennsylvania

Attn: Cynthia Cameron

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Ref: Revdex.com #[redacted]

Dear [redacted]

Thank you for your recent notice regarding a complaint filed by [redacted].

Pennsylvania American Water has reviewed company records. Company records indicate this customer was issued a bill on 6/11/2014 in the amount of $152.89 for 13,500 gallons of usage plus the monthly $15.00 Water Service Charge. The customer contacted the company several times regarding this high bill, and a service order was issued to investigate for leaks. A field service representative visited the premise on 6/19/2014 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 4,800 gallons. Per the Desired Outcome, the customer is requesting billing for the 2 weeks she was home. In that case, the 2 weeks billing (for 2,400 gallons) would have been $24.52 plus the monthly $15.00 Water Service Charge = $39.52. The customer was billed $152.89 for a difference of $113.37.

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 $114.46 credit toward the account ($113.37 for 11,100 gallons plus a $1.09 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,

Review: In February my water meter broke. It was not a result of any negligence on my part, as my home was heated and the meter insulated. The resulting break caused over $10,000 of damage to my house, due to furnace and water lines freezing. The water company PA-American water billed me for $1661.15 for "using" the water that was lost due to their faulty meter. I requested an adjustment and was told that being it was their meter that failed that they would adjust the bill to my monthly average use (around $30-$40). After requesting an adjustment, they came back with a bill of $767.64, far beyond even my highest usage. I requested a re-adjustment and was told they would submit the request but that I still had to pay the $767.64 or they would send my bill to collections and shut off my service, EVEN THOUGH I was in an active dispute of charges. Now I need to either come up with $800 or destroy my credit and have my water shut off, neither of which are acceptable resolutions when it was not any fault of mine that the water company's meter had broken. The account number related to my issue is [redacted], and the service address is 4[redacted], PA.My requested resolution is that the bill be adjusted as I was promised and in a timely enough manner so as to not allow my account to fall past due.Desired Settlement: Bill adjustment (as promised) before 4/20.

Business

Response:

[redacted]) appreciates the opportunity to respond to your inquiry dated April 22, 2014 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 meter. Please be advised that **. [redacted]’s complaint relates to his experience with [redacted]’s utility affiliate, Pennsylvania American Water, and does not involve [redacted]. 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.

Business

Response:

May 9, 2014