Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My builder put in a request for a water out back in july2024. I have had my close date on my house moved 3 times due to Indiana American water not installing a water pit. I have called them multiple times saying its not pit installed and they kept saying it was. The builders even told them it was not installed. Indiana American water came out dec 27th observed it was not installed and still have not installed it. Today January 3 indiana American water can and installed a water pit for the house next door thats not even ready for move in and was not started being built before my house and they still have not installed my water pit. I have paid thousand of dollars and is unable to move into my house because of Indiana American water company. This is unacceptable and unprofessional and I my lock in rate is about to expire it has been 7months since the request. Almost 3thousand dollars gone to waste on a lock in rate I wont be able to use. Plus more waiting to move into my house.

  Business response

  01/07/2025

  Good morning,

  The customer filed the same complaint with the ****, we're waiting on the ****'s determination.

  The account for this service address is currently under the builder, **********************. Our local team spoke with ***** Pause with ********************** on Friday, 12/27/24 regarding starting service at ***********************************************************************. Our records indicated that this house had a meter pit installed on 6/17/24.  We immediately requested a meter be set, which, according to our records, was the only thing we needed to do to get this customer ********************** service. When our team got to the site, we found no meter pit installed at this address.

  We installed a meter pit at this service address on June 17, 2024. Our team visited the property on 1/6/24 to investigate, and they found that our meter pit was installed on the property before the concrete for the driveway was poured. Our meter pit was covered when the concrete for the driveway was poured. This is why our field service representative could not find it when onsite 12/27/24 to set the meter.
  
  Due to the field service representative reporting that there was not a meter pit at the service address,our local team requested locates on Friday, 12/27/24, so we could get to this service promptly. We got notifications that the locates had been completed on 1/6/25, and a crew was scheduled to install a meter pit. During this appointment, we determined that our pit was under their driveway. We will need to retire the old service and install a new pit. We're working to have the pit and meter installation completed this week.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the last month, my water bill doubled without reason. No extra watering had been done. We do not have a pool. The kids do not play outside with the hose. I called American Water about it and was, at first, dismissed. I was told that I was probably just using more than I thought. I told them that a couple of neighbors had the same problem. They said that they couldnt confirm anything because we dont know how they are using this water. After complaining a little more, they sent someone to check the meter. They said it was fine and there was probably a leak. I cant imagine that we all have leaks. Come to find out a few more homeowners in the neighborhood has brought up the fact that their bill doubled as well. Everyone that has called so far got the same response as I did. When I gave birth to my baby in February, I had 4 additional guests in my house for an extended period of time and the bill only went up about $10. There is a problem and they dont seem to want to try to solve it.

  Business response

  08/14/2024

  An investigative order was worked at this service address on 8/5/24, the field service representative found no movement on the meter, which indicates a leak is not occurring. The usage the customer is being charged for is actual, they have not received an estimate, so they are being charged for water that has passed through the meter. Our Step 2 Revision 1 rates set by the **** went into effect 5/24/24, this may be the cause of your higher-than-expected bill. Details on our approved rate case and your current rates can be found on our website: ********************************************************************************************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our water bill for months of May June and July are twice as much as they were in the past. We contacted the company. They stated water bills normally go up during the summer due to pools and watering plants. We dont have a pool. Our neighbors are having the same issue. They dont have a pool either. We think there must be a leak somewhere or we are getting charged for a previous leak that was not on our property.

  Business response

  08/14/2024

  We do not have record of the customer calling in to question their usage. We'll be happy to schedule an investigative appointment to determine if a leak is occurring. If a leak can be identified and repaired, then we can work to review the account for a leak adjustment. Please call our call center at ************** to request an investigative appointment for a leak.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: May 21, 2024 Amount Paid: $223.54 Committed to Me: Consumption ***** gal water Meter read by RF device Dispute: No way could an 88 yr old woman use this much water in an 18 hour period 6pm to 11am per meter reader.Resolved: No, IAW claimed that is what the meter read that is the usage.Not Advertising or ad. Petition against IAW is over 200 so far in the town of ********: **************************

  Business response

  08/13/2024

  **** case ****** for ****************************************************** IN closed as unsubstantiated on 8/1/2024. We have confirmed with the **** that we are charging the customer per our **** approved rates. Please review determination: Determination to the customer: Called and spoke to the customer. I stated that, as mentioned in the previous CAD case #******, IAW was approved to increase base rates through a three-step that will continue until May 2025. I advised that until 5/10/24, IAW customers receiving general ********************** service were charged approximately $1.06 per 100 gallons for usage that exceeded the first 15 hundred gallons of water usage. I explained that effective 5/10/24, the rate increased to approximately $1.27 per 100 gallons for usage that exceeded the first 15 hundred gallons of water usage.  I advised that effective 5/24/24, the rate increased to approximately $1.23 per 100 gallons for usage that exceeded the first 15 hundred gallons. I explained to the customer if they have additional questions regarding the rate case, they could reach out to the **** either on their website at www.in.gov/oucc or ************, option 2.
   
  Complaint closed as Unsubstantiated 

  Customer response

  08/14/2024

   I am rejecting this response because:  This water was NOT used.  IAW can not prove it more than a possible broken meter which is beyond my ability to repair or prove.  

  If you as a company/person can understand what was said then you must be a lawyer.  

  I understand that they say from this amount to that amount the price is but, once the amount due is surpassed it is this amount                 and general water service were charged ?????                                                                                                                                       "5/10/24 $1.06 per 100 gallons,                                                                                                                                                       rate increased to approximately effective 5/10/24 $1.27 per 100 gallons,                                                                                                 rate increased to effective 5/24/24, the rate increased to approximately $1.23 per 100 gallons  

  I explained to the customer if they have additional questions regarding the rate case, they could reach out to the **** either on their website."

  I "have" contacted the ****!  They directed me back to the IUCR!  

  You saw the explanation that was given.  Now, Please!  Tell me what they said the reason was for their charge for the extra ***** gallons of usage that was NOT used?

  From my understanding the rate was changed on 5/10/24 from the price that was on 5/10/24 and , IAW will increase the rate on 5/24/24!  

  
  

  Business response

  08/14/2024

  The attached data log was pulled on 6/3/24. The data log shows that the customer experienced an intermittent leak from 4/27/24-5/12/24, which would explain their higher-than-expected usage. The field service representative that pulled this data log reviewed his findings with the customer onsite. The IURC's determination confirms that the correct rates are being charged, and the data log confirms that the water charged did pass through the meter. 

  Customer response

  08/16/2024

   I am rejecting this response because:  Their information is just mumbo jumbo and they only have a machine to charge what they are charging.  

  No, I do not accept their response.  But, Obviously after 3 complaints and 3 responses IAW still has not justified what they are charging.  

  I am not surprised.  

  I will continue my journey for someone other than many other citizens of ******** Indiana to hear this complaint.  IAW is stealing from ******** and so far no outside of the government or in the government facility can help.  

  BBB another option checked off my list of possible assistance.  Paper work being traded does not prove anything.  Guess that is your only option.  

  My rating for IAW is Zero!  In case anyone is keeping score.

   

  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, May ******* at 9:30 am, the Neighbors called the Indiana American Water Company, telling them that water was coming up out of the alley going into the sewage drain. When we ************************* came home from church, one of the Neighbor came to my husband telling him that he called the Water Company. At that time several trucks had arrived and was a bulldozer. They worked in the alley until 8pm or later digging it up and had to change the pipes, then they put down new gravel.On Monday, May 27, 2027, I called the Indiana American Water Company to let them know what had happened and I was told that a Representative would come out to assess the damage, after I had told them that I had a pipe leading from the alley going up to our bedroom. We had water coming out of the pipe and it destroyed our carpet, we had to remove 1/3 of the carpet. I was waiting for someone to come out so my Neighbors could tell him/her how everyone thought the water was from all of the rain we had been getting in the alley. Still no one showed up.A week or two later a Representative called us stating that they had no reports on this incident and no one came out, but my Neighbors ring camera showed them working in the alley, therefore they denied our claim.We were upset because the report was not true and We let them know that we will take action. due to the fact that several of the Neighbors was talking to them. Also since this incident we have been getting a large bill. I know that they should not be charging us for the bursting pipes, because we are on their protection plan. Therefore we are asking that someone look into this matter. Thank you

  Business response

  08/08/2024

  Good afternoon,

  On May 25, 2024, a neighboring residence experienced a leak on their service line. This customer was on our ************ Line Replacement Project schedule, and the leak was reported and the order to replace their line was expedited. We did not experience a main break in this area on May 25, 2024. Due to the company not having record of a main break in the area or record of crews being dispatched for a main break that would impact the customer at *********************, the claim ******* with Traveler's was denied. Indiana American Water does not offer insurance, or protection plans for customer lines. The customer may have a protection plan under ******************************************* Resources, which is a separate entity from Indiana American Water, their water provider. The customer can contact ******************************************* Resources for information on their protection plan. Please let us know if you have any additional questions regarding this claim.

   

  Customer response

  08/08/2024

   I am rejecting this response because:
  The person who called theI Indiana American Water Company, did not live in the area where the leak occurred. I dont know what they are talking about, because I called the Water Company myself from my water bill and they responded, that they would send someone out.  The leak was between the alley of 4th and ***** and 4th and *******.
  When they fixed the leak from the alley the water stopped running in our bedroom because that pipe is connected to one of the pipes in the alley that burst. I dont know why theyre being deceitful about this situation/matter. I did call them (The American Water Company). They what did and it was not for the person who called because  the person stated that they called the Water Company for us.

  There Is too much falsifying information on their end.

  
  

  Business response

  08/13/2024

  Per the original complaint, a neighbor called the water company to report the leak that occurred on 5/25/24. We confirmed that the leak that was called in was on a neighboring residence and the customer needed to have their service line replaced. We do not have record of a main break in this area during the provided date, 5/25/24. Due to the company not having record of a main break in the area or record of crews being dispatched for a main break that would impact the customer at *********************, the claim ******* with Traveler's was denied. For assistance with your line protection plan, please contact American Water Resources at ************************************************** American Water Resources is a separate company that provides insurance plans, please contact them for information on what your plan covers.
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started receiving estimated bills form American Water. Ultimately it was determined that on some months they were unable to read the meter. The American Water representative who came to my house to inspect the meter stated he did not want to install the meter on the pipe where the current meter was installed because the pipe is too degraded, which is not true. I stress this is not a true statement. The pipe is fine. I advised we did not want a smart meter installed. Not feeling confident that my request not to install a smart meter was acknowledged I called American Water on 2 times asking to speak to someone to address the concerns I have regarding meter placement. During both calls I spoke to a customer service rep and stressed my concerns and desire not to have a smart meter installed. I also mentioned that there were previous water leaks near the area the meter would be installed. During both calls I was told by the customer service reps that someone would reach out to me and return my call. I never had my calls returned and today I came home form work and a meter was installed in the same hole that was left from the last water leak. I want this meter removed and the broken meter replaced at kept in the existing place. I know American Water has a record of my calls and request. During my second call the customer service rep said she saw that I called and apologized that my call was not returned. I want to stress American Water intentionally placed this meter in an area where there is a water leak issue. Thus making the next leak my problem.

  Business response

  07/12/2024

  On 5/15/2024, the customer called our call center to request her meter not be placed at the curb. Per completed local office investigation, the meter pit and meter will have to be installed in the easement area in the front of the house. During the investigative order to inspect the meter following the customer's estimated reads, the field service representative could not get the couplings loose due to the plumbing around the meter being corroded. Please see the attached photos taken during the 4/3/2024 service appointment that show the corroded plumbing around the meter in place. Due to the indoor plumbing issue, we have installed a pit at the easement area in front of the house and the meter was installed and activated on 7/10/2024. 

  Customer response

  07/17/2024

   I am rejecting this response because: First, I told the tech who came to my house on 4/3/24 that I did not want the meter installed in the easement. Most importantly, he never attempted to remove the coupling as American Water stated- never I was there the entire time. Second, your response mentions I called on 5/15/24, however, I called multiple times before the meter was installed on 7/8/24 to request the meter not be installed in the easement.  During each call I was informed that a message would be sent to the local office and my call would be returned. I never received a call back.  Never did anyone at American Water have the courtesy or respect to discuss the matter with me.  The decision to install the meter at the curb was done without my consent or with  any input from me. If in the opinion of America Water, the pipe is corroded.  Could I not have replaced the pipe? Could I not have it inspected by a qualified professional?  Attached are pictures of the pipe.  It is a copper pipe with normal patina - the pipe is sound. If there were to be any issues during meter installation there is a shut off valve 6 inched form the meter.  Also attached is a picture of the new meter.  That is sand not dirt surrounding the meter, a huge mess was left on my front lawn. Today, my husband called American Water to let them know he can not drive the lawnmower over the meter without damaging the lawnmower.  When he mentioned the BBB complaint and the meter issue he was told to voice his concerns via this BBB response.  We have treated all American Water employees with respect.  We have not been able to speak to anyone beyond the customer service reps who only take messages.  I would like to speak to someone at American Water to find out how I have this meter moved and replaced.  The State Law is that I have the choice of where the meter is installed.  I want someone at American Water to contact me,  I want the meter moved and my lawn repaired.

  Business response

  07/22/2024

  Per IURC rule 6.1 (b), "the company reserves the right to determine the kind, size, type, location, and number of meters that shall be placed on any customer service line." ****** is a newer system to Indiana American Water, we are working to move inside meters in the area to outside meter pits to allow for more efficient service, as the company will be able to access the outside meter for any service-related issues or inquiries.
  
  Per IURC rule 6.2 (a)(i), "Meters may be located either in an outdoor meter box or vault, or inside the customer's building or structure, at the option of the company." After the order was completed and the indoor plumbing was determined to be in too poor condition, the local office scheduled meter pit installation with the contractor. This is common practice in ****** as we work to move meters outside and improve service. It is at the company's discretion to decide whether the meter will be inside or outside in a meter pit.
  
  Per IURC rule 6.2 (a)(iii), "if the meter is to be installed in a meter box or vault located outside the foundation of the building or structure, the meter box or vault shall be located in a convenient and readily accessible location acceptable to the company." Due to the indoor plumbing at this address, the local office determined that the most reliable service would be provided in a meter pit at the property's easement.
  
  We sincerely apologize for the inconvenience you've experienced doing business with us. Ultimately, the local office determined that the most reliable service would be provided with installing a new meter pit and moving the meter outside. In regard to your interactions with our call center, we will contact our business partners at the call center to provide coaching to the representatives you spoke with that provided unsatisfactory responses.

  Customer response

  07/24/2024

   I am rejecting this response because: In your response you left off the part of the law that states that it is up to the customer to decide where the meter pit is installed. See attached document. American Water did not allow me this option because my calls were not returned.  The tech inspected the meter in early April 2024.  The meter was not installed until July 2024.  During this 3 month period I repeatedly called American Water to discuss installation.  My calls were never returned.  Furthermore, there is no storm water drainage on the street  and the meter was installed in the road culvert used for water drainage. The meter is below ground level and located less than 5 feet from the street, which sees heavy traffic and is a truck route.  During heavy rain this week the meter was literally covered in water. I would like a call from American Water to discuss moving the meter. You have my account number and therefore my phone number.  As mentioned in my previous response we called American Water last week to discuss the issue and once again we were denied access to a person who could assist with the issue.
  
  
  

  Business response

  07/29/2024

  The code referenced in the customer's response is 170 IAC ***** Location of meters Sec. 5 (c), the end of this code states, "the pit will be located at the point requested, if feasible under proper utility standards." Per IURC rule 6.2 (a)(iii), "if the meter is to be installed in a meter box or vault located outside the foundation of the building or structure, the meter box or vault shall be located in a convenient and readily accessible location acceptable to the company." The local office determined that the most reliable service would be provided in a meter pit at the property's easement. The picture provided of the location of the meter pit shows it is in the yard, in a spot that would not be subject to vehicular damage as it is shown in a grassy area. The pit at this service address will not be moved as the local office determined the most reliable service will be provided from the easement area. We again apologize for the inconvenience you've experienced; however Indiana American Water must make determinations per utility standards to provide reliable water service. In the case of ******, we are working to move meter pits outside to be able to provide immediate service to our customers. The meter pit was installed per utility guidelines at the easement to be readily accessible.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New construction requesting water hook up. Spotty to no response from the department as to when we can be scheduled or what needs to be done prior to hook up. **************** unable to help once it is at the local level for hook up. Voicemail full, fax number doesn't work and no response after multiple emails. Initial request 12/2023.

  Business response

  03/26/2024

  Hello - what is the address that you are trying to get new service set up at? The address in the initial complaint is showing an active service. Please let us know and we will be happy to investigate further. Thanks!

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received a bill for 186 gallons of water use, when our usual use is between ***** gallons, for the month of October, after calling I was told it was an estimated read and theyd send a tech to come out and do a physical read on the 21st of November. I waited until December 1st and called again for an update, I was told Id have to wait until the next bill cycle to see if it appears it was an incorrect estimate. Novembers bill came, normal use of 46 gallons, I called and was then told that they would have to put it through a review and dispute, that was on December 17. I have called repeatedly and nobody provides me with answers, I was told they had 30 days to review it the 30 days had passed, and we still have not come up with a solution. I have asked to speak to supervisors, there is no one to talk to. I have been told on three different occasions that a supervisor would call me back within 24 hours, no one calls. not only does this affect our water bill, and I have not paid the amount that they say we owe for that month, but I have stayed up-to-date with the following months, they are now threatening to shut off our water on February 16, due to owing three times the amount that we usually would, because they cant get things straight on there it. There is no one to speak to, they reported our incorrect usage to our town sewer, which our bill came back three times higher, so we are dealing with them, waiting to hear from Indiana American on their decision as well. This place is a mess, they are forcing people to pay money that they do not owe, because there is no other way to keep your service on, when it is their mistake .

  Business response

  02/07/2024

  We went out today and changed the meter. The outread was *****, which is in line with the estimated reads you received. We do apologize for the number of estimates you received, however your estimates were in line and your bills are accurate. Pictures of the old meter and the outread are included. We do not provide adjustments for unknown high usage, but if you identify a leak and have it repaired, we can review your account for an adjustment.  In order to avoid disconnection, we can assist in getting you set up with an installment plan. If this is something you are interested in, please let us know. Thanks! 

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  This does not address the issue for the October billing statement, that was abnormally high due to an error on your end of an estimated read. I appreciate replacing the meter, however, if you review our account history, the October bill is completely out of line. This has been in question since the middle of November, with no response. It is now February and it still has not been addressed. I was told when this was put into review that you had 30 days to make an adjustment, it is far past 30 days. I have requested multiple callbacks by supervisors, no one has contacted me. You are not addressing the problem.
  Please address your error in the estimated read for the month of October , Adjust our bill accordingly, and report it to our city municipality so they can correct our usage on their it.

  Business response

  02/15/2024

  The reads prior to the October read were estimated and in October, we captured an actual read. This generated the higher than normal bill, as it was a catch up bill. All of your estimated reads were in line with the actual read on the meter when we changed out the meter. Therefore, all of this water went through the meter, and no adjustment will be provided. Regarding the call back, we see where you were on hold for a Supervisor and the phone was disconnected, but we don't see another request for a Sup call back until Feb ****, which we see a Supervisor called and spoke with you on 2.8.24. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My water bill was estimated I contacted American water for a meter read. The meter was read, and it was not even close to the estimated water used. I have called over 4 times for a credit and never got one. And soon I will be getting a sewer bill for gallons used from my town with the false reading from American water. My normal read is like **** gallons the estimate was for 34 591 gallons. The reps say oh I see yes, ************** but they never did.

  Business response

  12/27/2023

  What is the service address? 

  Customer response

  12/28/2023

   I am rejecting this response because:
  
  *************** to complaint *********** My service address is ************************** ************,**. 46410
  Sent from ************************* (*********************)
  

  
  

  
  

  Business response

  01/05/2024

  We have an order scheduled for 1/8/24 and will be changing the meter at that time. Once the meter change is complete, we will review the account to determine the adjustment amount to be given. We apologize for the delay in getting this cared for, but we will have this resolved soon. Thanks! 

  Customer response

  01/09/2024

   I am rejecting this response because:
  
  
  

  Customer response

  01/10/2024

  it's a bigger mess now I never got any adjustments, and they went back in time and assigned water usage they can't verify because their meter stopped working. So now I owe more money. I will pay the bill and 

  Business response

  01/11/2024

  There was an order scheduled for 1/8/24, but we weren't able to get in the home to change the meter. We are unable to provide an adjustment until the meter has been changed. If there is a good time to schedule this appointment between 8am - 2pm on a weekday, please let us know. Thanks! 

  Customer response

  01/11/2024

   I am rejecting this response because:
  The meter was changed on 5/30/2023 
  

  Business response

  01/12/2024

  I apologize for the inconvenience, but in order to accurately determine the issue of the estimated reads, we need to gain access to the inside meter. This may result in an additional meter change based on findings. If we can't gain access to investigate, then we are unable to make any adjustments to the account. 

  Customer response

  01/12/2024

   I am rejecting this response because: f*** off im done
  
  
  

  Customer response

  01/16/2024

  In regard to Complaint ID: ******** I apologize for my last comment. I found a message in my spam folder stating that a credit was sent to my account. I will schedule for a meter replacement, and I accept the business resolution. ty ******************** from ************************* (*********************)
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company over charged me by approx $145 because they did not take into account the change in water meter when I moved in OR when they replaced the water meter after I moved in and complained that they reading was wrong. They over charged my by 145 and then when I finally got them to reimburse me, they gave me a credit but then charged me again for the three months that they overcharged so I did not actually get a credit. When I called I was originally told that I was responsible for figuring out where the extra gallons of water came from even though I told them it was not accurate and asked them to look at previous owners account. Thankfully I knew the previous owner and was able to get her last meter reading and billing statement to compare. By the time I spoke with the 5th person, I was able to speak to someone who actually listened to my concern and I ended up telling him what the issue was. They were not taking into account that they changed the meter twice. They were taking starting readings from a previous meter and end readings from the newer meter and over charging me. This gentleman "put in a billing dispute" that "would take a month" to resolve and then nothing came of it. I was finally able to speak to a supervisor who saw what the issue was and that I was over charged. She said that I would get a check in the mail. I did not. every time I all back I am told that I was issued the refund but they will no longer acknowledge that they double charged me and still actually owe me money.

  Business response

  12/05/2023

  This customers account was rebilled in September 2023 from 5/15/23-8/14/23 (total of 92 days), for a total of ***** gallons. There was no refund check being mailed out to customer, any prior payments that were made on this account were re-applied and this rebill resulted in a credit. Last couple of months we have received actual reads and the reads are in line. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩