West Virginia American Water

West Virginia-American Water Company appreciates you sending along this issue so that we have an opportunity to address itOur customer has inquired about being billed following a metering issueThe meter on this account showed the first zero consumption reading on January 5, When the Company became aware of the issue, it replaced the meter on April 10, and back billed the customer for three months as authorized by the Public Service Commission of West Virginia's Rules for the Government of Water Utilities ("Water Rules")When water utilities discover a meter is not registering usage, they are authorized to back bill customers for up to three months in accordance with Section 4.4.bof the Water RulesSection 4.4.b also provides a method by which to calculate the estimated usage during this period and the Company followed that formula to calculate average monthly water consumption used to rebill the customer for this three-month periodThe customer's latest bill shows that the previous bill amounts were cancelled so the customer is only being charged once for each billing periodAccordingly, the customer is not eligible for any adjustment to the accountThe Company has offered the customer an opportunity to enter into a deferred payment arrangement and remains willing to do so should the customer so desirePlease let me know if you have any questions[redacted] Best regards,

[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: West Virginia American Water has fixed my problem and I am very satisfied with the resolution All it took was being able to speak to the Distribution Manager to explain the issue Once that happened and the people actually doing the work understood my situation, the problem was resolved the same day The crew who came to do the work said that this happens all the time; that the call center does not effectively relay customer requirements to the field offices Regardless, in response to complaint I [redacted] , I consider this complaint resolved Thank you for your assistancev/r [redacted] ***

Thank you very much for the opportunity to address [redacted] concerns One of our supervisors met with [redacted] yesterday (August 20, 2015) to discuss the issue and whether any additional restoration work is necessary They agreed that no additional work is necessary at this time but the Company will pass along [redacted] *nformation to its insurer for review of [redacted] claim Please let me know if you have any questions or if you need any additional information.Best regards, [redacted]

West Virginia American Water appreciates you sending along [redacted] s correspondence so we have an opportunity to address itThe Company's records indicate that [redacted] *id contact the Company to initiate service and during that call accepted our liability scripting related to turning on water serviceNevertheless, the Company realizes that [redacted] has been inconvenienced and is willing to offer a courtesy adjustment approximately equal to the cost associated with the high usageThe Company will provide a courtesy adjustment of $174.44, leaving [redacted] with a current account balance of $25.43.Best Regards, [redacted]

West Virginia-American Water Company appreciates you sending along customer issues so that we have the opportunity to address them. Mr*** has inquired about a $charge on his April 3, bill.All WVAW customers are charged a water service charge in the amount of $23.20.
This minimum charge includes 1,gallons of water usage. In addition, the Company charges a usage charge of $per 1,gallons used by the customer beyond the 1,gallons included in the water service charge. Mr***'s April 3, bill reflects usage of 3,gallons of water for the period between March 5, and April 2, based on an actual meter reading taken on April 2, 2015. This means that Mr*** had to be charged for 2,gallons worth of usage beyond that included in the water service charge ($x = $or $20.58). The $usage charge was appropriate. All the Company's rates and charges (including the water service charge and water usage charge) are approved by the Public Service Commission of West Virginia.I hope this clarifies the issue for Mr***. Please feel free to contact me with any questions.Best regards, *** ***

Thank you for passing along Mr***'s complaint. As you are aware, Mr*** has simultaneously filed a complaint with the Public Service Commission of West Virginia. The Commission has a formal process pursuant to which the Company regularly addresses customer complaints. The
Company has filed an answer to Mr***'s complaint in that proceeding and intends to address Mr***'s complaint through that process.Please feel free to contact me if you have any questions or if you need any additional informationThank you.Debbie Albrecht

Thank you for sending *** *** complaint so that West Virginia-American Water Company can address his concerns. We understand that *** *** is upset regarding the delay in turning on his water service and the handling of customer service calls regarding his account.
Our records indicate that our field service representative was at *** *** residence to turn on his water services on 3/22/at approximately 11:22am. At that time we found that the service had already been turned on. *** *** account has already been given a $credit for his having to wait for the service to be turned on and we do apologize for the delay. We hope this adequately addresses *** ***s concerns and if it does not then we will have a local customer service representative contact him to further discuss his concerns

As the Company previously indicated, Mr***'s complaint is also pending before the Public Service Commission and will be addressed through that formal complaint process. Should the Bureau desire additional information, the case number is *** and the information filed in the case is publicly available.Thank you, Debbie Albrecht

The Company sent a crew to meet with *** *** on Tuesday (9/5) and addressed his concerns at that time. *** *** contacted the Company's Operations Superintendent, *** *** later the same day to let him know he was satisfied with the end results

West Virginia-American Water Company appreciates you sending along this issue so that we have an opportunity to address it.  [redacted] has inquired about a high bill.The Company notes that [redacted] April 9, 2015 bill (the bill he references) is based on an actual meter reading which reflects...

actual usage at the premises.  One of our field service representatives visited the premises on April 14, 2015 and confirmed that the meter was still, which suggests that the customer does not have a leak on his side of the meter.  The Company cannot speculate as to how the water was used at the customer’s premises, but again confirms that it was based on an actual meter reading.The Company can offer to test the meter if [redacted]l would like us to do so in order to confirm that the meter is working properly.  He can contact [redacted] to make the arrangements for the meter test if he so desires.Please feel free to contact me with any questions.Best regards, [redacted]

[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:
West Virginia American Water has fixed my problem and I am very satisfied with the resolution.  All it took was being able to speak to the Distribution Manager to explain the issue.  Once that happened and the people actually doing the work understood my situation, the problem was resolved the same day.  The crew who came to do the work said that this happens all the time; that the call center does not effectively relay customer requirements to the field offices.  Regardless, in response to complaint I[redacted], I consider this complaint resolved.
Thank you for your assistance. v/r[redacted]

We believe this customer's issue has been resolved in December.  In addition to this complaint, this customer also filed an informal complaint with the state [redacted] on 11/30/16.  This companion [redacted] complaint has likewise been resolved.  On...

or around 12/10/16 our office spoke with the customer.  The water pressure issues at the home were related to the customer moving the pump from a location near their meter to a location near their house.  Moving this pump caused the water pressure at the house to experience problems.  After speaking with our employees the customer decided to move the pump back down to the pump house which should resolve the problem.  [redacted] regulations dictate the location of meters and the pressure to be provided at a customer's meter (not their home).  The location and the testing conducted in response to this complaint indicates the location and pressure at the meter were appropriate.If the customer is still experiencing a problem with their water service they can contact [redacted], our customer service center, or the [redacted]Thank you.The Revdex.com should direct future complaints to [redacted]

West Virginia American Water appreciates you sending along [redacted]s correspondence so we have an opportunity to address it. The Company's records indicate that [redacted]id contact the Company to initiate service and during that call accepted our liability scripting related to turning on water...

service. Nevertheless, the Company realizes that [redacted] has been inconvenienced and is willing to offer a courtesy adjustment approximately equal to the cost associated with the high usage. The Company will provide a courtesy adjustment of $174.44, leaving [redacted] with a current account balance of $25.43.Best Regards, [redacted]

[redacted] account was closed on October 16 because of an unpaid account balance. He made a partial payment on October 16 and the balance was paid on October 17 at a local pay location. The Company was unaware of [redacted] payment made at the local pay location, it is necessary for the...

customer to notify the Company, which is why he was told his account was still closed. [redacted] payments have been applied to his account, which is now active and service is on.

West Virginia-American Water Company appreciates you sending along this issue so that we have an opportunity to address it. Our customer has inquired about being billed following a metering issue. The meter on this account showed the first zero consumption reading on January 5, 2015. When the...

Company became aware of the issue, it replaced the meter on April 10, 2015 and back billed the customer for three months as authorized by the Public Service Commission of West Virginia's Rules for the Government of Water Utilities ("Water Rules"). When water utilities discover a meter is not registering usage, they are authorized to back bill customers for up to three months in accordance with Section 4.4.b. of the Water Rules. Section 4.4.b also provides a method by which to calculate the estimated usage during this period and the Company followed that formula to calculate average monthly water consumption used to rebill the customer for this three-month period. The customer's latest bill shows that the previous bill amounts were cancelled so the customer is only being charged once for each billing period. Accordingly, the customer is not eligible for any adjustment to the account. The Company has offered the customer an opportunity to enter into a deferred payment arrangement and remains willing to do so should the customer so desire. Please let me know if you have any questions.[redacted]Best regards,

West Virginia American Water appreciates you sending along Mr. [redacted]'s correspondence so we have an opportunity to address it. The Company's records that [redacted] contacted the customer service center shortly before 2 PM on August 21, 2015 to report a water outage at her premise. The Company...

has confirmed that there was a main break in that area that would have impacted our customers' water service. It was necessary to interrupt service so that the Company's repair crew could repair the main break safely.We regret that you experienced a service interruption. The Company strives to provide high quality, reliable service to its customers every day. However, no utility is able to guarantee uninterrupted service and Public Service Commission rules do not provide for billing adjustments in such circumstances.Best regards, Debbie A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We apologize for the late response.According to our records, on September 25, 2017, the [redacted]ct notified the Company (West Virginia-American Water Company) that [redacted]s owed a $50 deposit for sewer service.  [redacted]' water service was discontinued on October 3,...

2017 and later that same day the Company was notified by the [redacted] that the deposit had been paid and water service was restored on October 4, 2017.  The Company does not bill for any other utility.

Thank you very much for the opportunity to address [redacted] concerns.  One of our supervisors met with [redacted] yesterday (August 20, 2015) to discuss the issue and whether any additional restoration work is necessary.  They agreed that no additional work is necessary at this time...

but the Company will pass along [redacted]nformation to its insurer for review of [redacted] claim.  Please let me know if you have any questions or if you need any additional information.Best regards, [redacted]

Thank you for the opportunity to respond to this customer's issue.We have reviewed the status of the customer's meter in order to attempt to prevent future estimated bills.  Bill estimates do happen from time to time and are allowed under Public Service Commission rules.  Within the next...

15 days we will send a field service representative to the meter to manually read the usage recorded on the meter.  With this actual usage we will adjust the customer's account to reflect the customer's actual usage thus correcting for any prior estimation.  If, after the adjustment is made, [redacted] has further questions or concerns, then he may contac[redacted]. Thank you.