Virginia American Water Company

September 16, 2016*** *** *** The Revdex.com K St., NW, 10th Floor Washington, DC 20005-3404RE: BB Complaint ID: ***Dear *** ***:I am in receipt of your letter dated, September 11, and offer the following detail and information.The initial service order was
received at 3:15pm on Thursday, August 25, It reported standing water on the back property line of the customer's property.The service order was worked by our employee at 4:13pm on Thursday, August 25, A small amount of water standingIndication that there was a possible leak on the Company sideComments noted that further investigation needed.A second service order was initiated at 7:38am on Monday, August 29, stating that the Customer's yard was turning into a lakeThis order was investigated at 10:54am with a report back to supervisor that it required repairAn emergency Miss Utility location ticket was called inThe supervisor called the customer and the repair was completed between 2:and 3:00pm on Monday, August 29, 2016.Those are the documented actions according to our recordsIf you have any questions, please contact me at ###-###-#### or Joyce***.comSincerely,Joyce ** C***, Operations Superintendent

Review: I have repeatedly contacted Virginia American Water to dispute our initial bill dated March 7, 2013. We had been renting the property and we had to change the account back into our name once our tenant vacated. The billing period was for 2 days Feb 28-Mar 22. They charged us for 10,000 gallons used for 2 days. Upon our initial dispute Virginia American Water stated that they would check the meter to make sure there was not a malfunction. They then advised there was not a problem with the meter. I paid the $25.00 activation fee, but do not feel that I should pay for 10,000 gallons used when someone obviously made a mistake reading the meter. Other charges are based on the usage, including the sewer charge which is now billed by another vendor. I have repeatedly called Virginia American Water and they have responded that someone will have to look into and that they will call me back. No one ever calls back. Today I received a final demand notice threatening to send me to a collection agency if I do not pay. This is unacceptable.Desired Settlement: I would like Virginia American Water to credit my account $66.56 bringing my account to a zero balance and the account and this matter to be closed. I would really appreciate any assistance in resolving this matter.

Review: We have a manhole cover that is intermittently overflowing with water at our property located at [redacted], VA [redacted]. We have been reaching out to Virginia American Water since June of this year. and Have continually been told they will send someone out. Every time we call to check status (at least once per week) they can find this issue in their system but always ending up putting in a new one. This passed week I called up to check and the very helpful phone attendant said he was going to put it in as an emergency request. The reason for this per agent was to facilitate same day service. I was fine with this and asked that my personal number be called when they arrived on site to ensure that the issue has been handled. Here we are a week later and no call has been received. To make matters worse I receive 2-3 emails per week from tenants regarding this issue. That is why I am reaching out to your agency. I received 2 emails today that informed me that the issue is still ongoing. I am fed up with terrible service and follow up and frankly am concerned about the water overflowing from the man hole. Who is to say that this water isn't full of contaminates and isn't causing any health or environmental concerns.Desired Settlement: Would like for them to hold up there end of the deal and take care of this issue.

Review: I am a civilian working with the military out of the country. I looked at checking account on line and assumed it was identity theft. So after reviewing my account I saw that VA American water billed my checking 988.36 then on or about 17 April 2014 I called the 800 to let the company know that there was an error on my bill. The rep answered the phone and I gave her my personal information to identify myself. Then after that I told her that was key punch error on my account I have no leaks at home to warrant this high bill. And she raised her voice at me and said that was what your water meter said and told her the person read it wrong. The I told her I need someone to come out to read it again. She said you husband has to call and I told her my husband name is not on this bill. So she finally scheduled an appointment for someone to come that Monday. I paid a Plummer 71.00 dollars to check again for any leaks because of this erroneous bill. We had no leaks and I called back and talked to a second rep name Sharon which was very nice and she gave me some good information. Finally when the field supervisor came out that Monday he told my husband because of the error of the meter reader he had going back checking erroneous meter readings for the past 2 weeks and out of all the re- read meters we had the highest bill. He read the meter and we were charged extra for an incompetent employee not doing his job. I was charged an extra fee for a reading out of cycle and a plummers fee of 71.00. I am not happy at all. I pay my bills faithfully every month on time.

1. Everyone who had a bad reading should have notified of the error

2. Customer service need some [redacted] training

3. I want my money back for the plummers bill and the extra charge for your error.

4. The employee should be fired for not going out read those meters because 129000 gallons of water we would have been floating down the river in a boat.Desired Settlement: Refund

Apology letter from that employee