Reviews

We have had credits on our account more times than I can remember. We had a $25 credit left applied to a $195 bill leaving $170 due on 9/12. 10 days after the bill was due they posted a notice on our front door saying we had 2 days to pay the bill or it would be cut off. Not making excuses but our mail carrier constantly messes up the mail. We have several businesses and many electric and water bills every month we need to remember to pay. If its not it front of us we can forget. Thats our fault. Look at a customers history, location? Is it a 2nd home. Just Poor service, I’m disappointed because you’d think after all these years we would get some appreciation. They cut our service off before over a small amount when we have had hundreds or dollars in credits and paid $500 bills. With water thats a lot. A Human touch or a polite call would’ve be nice

Artesian appreciates the Better Business Bureau alerting us to the customer's review and recent experience. If a customer does not pay the bill by the due date on the bill, the next bill will reference the past due amount and provide a “to avoid disconnection pay by” date. If Artesian does not receive the payment by that date, we attempt to reach out to the customer through an auto dialer call giving a date to pay by to avoid water disconnection. If the payment is not made, the water will be disconnected. We understand mistakes can happen and Artesian is always willing to work with the customer. If the customer would like to discuss the details of his or her account and experience, they can reach out to our customer service department at (302) 453-6930, Monday through Friday, 8:00 a.m. to 4:30 p.m.

I obtained a protection plan which covered $2500.00 of the extensive plumbing services I received, totalling $9100.00. I was told not to worry and that Artesian offers a payment plan and will work with me. Upon completion of the work I received an invoice for $6600.00. After contacting Megan from Artesian, I explained I was able to pay $100.00 a month in addition to my water bill, which was equivalent to the extremely high water bills I obtained previously, due to a water leak under my concrete foundation. Every point of contact with Megan was a demand for me to sign a contract for more than I can afford at this time. I am currently recovering from a major back surgery which was explained to her. Ultimately I was told my payment needs to be at least $150.00 monthly, wherein my protection plan will be cancelled and they will absorb $2500.00 of the $6600.00 if the $150.00 payment is made on time for 12 consecutive months. It isn’t fair to the consumer to offer such a ridged payment plan if the business plans to absorb or absolve $2500.00. I fear that artesian in conjunction with their contracted plumbing company inflated the fees for the work which was done to begin with. I was sent a contract stating the terms I have already explained and I find it ver questionable and stressful at the same time. I am on a limited income due to my recent back surgery and the company was not even attempting to be flexible with amount of money ($100.00) I can afford per month. I’m positive that this has been done to other consumers as well. I’d like this practice to be known to others as well as looked into by whatever possible government/ agencies they are mandated by.

Artesian appreciates the Better Business Bureau bringing Ms. Hall’s comments to our attention. Ms. Hall signed up for Artesian’s Internal Plumbing Plan in March 2023. In May of 2023, Ms. Hall had an extensive internal plumbing leak. Our Terms and Conditions state that it is the participant’s responsibility to pay, within 30 days, any costs that exceed the maximum yearly amount payable under the Plan. In an effort to assist Ms. Hall with the overage of $6,600 we offered a monthly $150 payment plan without interest. In addition, after 12 months of on-time payments, Artesian would reduce the remaining balance by $2,500. Ms. Hall would then continue to make payments on the remaining balance until paid in full. The Service Line Plans would be stopped immediately and once the invoice is paid in full, Ms. Hall would be eligible to re-enroll into the service plans. While we empathize with Ms. Hall’s current situation, Artesian believes this payment plan is more than fair for all parties and Artesian adamantly denies Ms. Hall’s accusation that we along with the contracted plumber inflated the price of the work that was completed.

We were not notified in any way that our water would be turned off. I got home and realized it was turned off, but it was after 5 so I had to speak to the emergency department. He looked up my phone number and said it was turned off because the bill was not paid. Mind you, we are the new owners of the house and I had called to tell them months prior of our move in date. Now, I don't understand why they did not send us a bill or any sort of notification that they needed more information. They had my number, it should've been a note on the file, and of course they have the address. Feels like the customers are expected to know how the company works and to know what they need. I do not think this is acceptable.

Thank you for providing Artesian with your feedback on your recent experience. Without knowing specific account details, our policy is when a customer’s account is past due and subject for disconnection, we send a notification on the next bill to contact Artesian if the payment cannot be made by the disconnection due date. After the due date, we attempt to reach the customer by a courtesy auto dialer message giving an additional two business days before the water is disconnected. Artesian would be happy to discuss your concern in further detail if you choose to do so. Our customer service department is available Monday through Friday from 8:00 a.m. to 5:00 p.m. at (302) 453-6930. Artesian values the work of the Better Business Bureau and bringing customer concerns to our attention.

This company sent all its customers a letter indicating that our bank may have billed us twice on the same check. As it turned out it was their bank that took two payments on different dates on the same check on different transaction numbers on the same check . They failed to audit their own client base to determine to who this may have affected then levied the responsibility to their clients to resolve their error or rather the error of their bank, I discussed this with them and told them I had resolved the issue myself that no further action was necessary and they continued to demand my bank records that they did not see that my check was deducted twice and chose to challenge my credibility. They didn’t believe me and wanted proof by examining my banking records.Totally the wrong thing to do even if it was for what they thought a viable reason. Long story short I gave them the information via email by only providing transaction numbers and dates and told them I want no further contact with the rude unprofessional person with whom I was speaking with and further said that I will not accept a phone call. If someone other than the jerk in Customer Services wishes to comment do it via text or email. Since then between my wife’s cell and mine there has been no less than 9 calls and not a single email. I have blocked their number but simply hope that who ever reads this and suffered similar issues with this company to know that it’s not their Bank but Artesian’s bank but Artesian would like you to believe it’s the customer’s problem. And if they told you their bank reversed the second deduction on the same check they may not have done that, at least they did not in our case, and you need to get it resolved yourself. They are a disorganized mess and handled this as unprofessionally as any large business I’ve ever encountered . I want nothing from them other than to do their jobs and stop trying to call. If they wish to correspond they may do it via text or email.

Thank you for notifying Artesian of Mr. Mazzei’s concerns. Our banking institution notified Artesian of a duplicate payment file resulting in a possible payment duplication posting for a small number of our customers’ accounts on January 2, 2023. We sent out a notification letter to the customers that may have been impacted. The letter explained the customer should notify their bank institution so they could work with our bank institution to have funds placed back into the customer’s account. Mr. Mazzei sent Artesian an email stating he was unhappy after speaking to our representative and the Assistant Supervisor. Mr. Mazzei further stated he was able to have the funds refunded back to his account but wanted to be compensated for his time in working through this with his bank. There was miscommunication on our part and it was requested that Mr. Mazzei send over any documentation to assist in bringing the issue to timely resolution as it was not realized that the funds had been placed back in Mr. Mazzei’s bank account. This request was not to question Mr. Mazzei’s credibility. In reference to Mr. Mazzei’s comment that no one replied to his email, our assistant supervisor did try to email Mr. Mazzei however the email did not go through. We attempted to reach Mr. Mazzei by phone to notify him that we credited his Artesian account the full $170 and this credit would be applied to his next bill. We apologize for this issue and any miscommunication on our part with Mr. Mazzei. Our payment processing bank institution has identified the root cause and taken steps to ensure this issue does not happen again.

First of all it wasn’t the customers bank that errored. If only a few customers were affected they should have audited those customers accounts and did the reversal themselves. When asking for compensation I asked that my double payment be either returned or applied to my account. They did neither but claimed they had reversed the account and I found that they had not. I spoke to them mid morning and was told someone would call right away after we found that we were affected. I waited several hours and no call back so we worked with our credit Union for well over an hour to get it reversed. When their Customer Service Rep called I was picking up my granddaughter at school . It was 3:30PM when they finally called at which time I told him to forget it I took care of it and he insisted that there was no record and demanded my account information. I must have refused three times as this was not only a brash way of treating a client but illegal. I requested an email address to forward updates.just to get this persistent jerk off the phone as my Grand daughter was ready to go.m When it was not sent I wrote their Contact number and gave the transaction numbers and dates. I did not need any further contact with this company. I could have named the person I was thoroughly upset with but didn’t but perhaps I should have. Totally unprofessional and discourtesy and questioning my integrity as they continue to reject but the respondent in their answer was not on the phone and of course accepted the story their person told them.. I had told them in concluding that if they wished to contact me in the future with an apology do it by email so I have a record and to please not allow the Asst customer service Rep too contact me as he is the center of my consternation in this matter but perhaps his supervisor by email. There was no less than 9 attempts by this company to call me but never leaving a message and never notifying me via email as requested. To get a formal apology I had to resort to this medium and even then it left me with a need to respond. This may be a good company but in this instance and with their Assistant Mgr Customer Service I find him specifically to be inept, uniformed and unprofessional and if given choices, which I’m not , I’d move to a different company

My bank account was charged more than 9 times than normal. Numerous calls to try to get a hold of someone they had issues with their phone line Finally got a call back the representative insisted that discrepancy was my household fault. I know we didn't use 40k gallons of water in the month of October there is no way I can prove it. I'm extremely upset I just don't understand how our normal usage is under 5k a month and somehow they claim we used 40k gallons makes absolutely no sense nothing out of the ordinary has happen I've lived here for 3 years never received a bill more than 60 and they charged me 354 absolutely outrageous.

Artesian appreciates Mr. Zayas’s concern regarding his recent high-water consumption. In speaking with Mr. Zayas on 12/5/2022, we did explain how to check for leaks and offered to bill the water consumption at the lowest rate as a one-time courtesy. We also left a message on 12/6/2022 letting Mr. Zayas know we would send someone out to get another reading and conduct a visual leak inspection. Unfortunately, we have not heard back from Mr. Zayas. This higher than normal consumption could have been caused by a number of reasons, such as a toilet leak. While we cannot tell how the water was used, we can see that it went through the meter. If Mr. Zayas would like to receive another reading or to have us conduct a visual leak inspection, we would be more than happy to schedule an appointment. Our Customer Service Department is available Monday through Friday 8:00 a.m. to 5:00 p.m. at (302) 453-6930.