Complaints

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I changed the way aqua North Carolina could send my building over the computer. As a thank you someone genius at the company saw fit to change my password. The password was automatically set I've had it for years and some genius I guess figured that I have 2 hours to try to log in to account I have had for years. I don't blame them cuz they're getting paid regardless when I'm not getting paid for losing 2 hours trying to log in to the account. It asked for some personal information like my high school mascot and if I put it in I don't remember my address I would like to figure out how to get into my account and also I would like them to start sending my bill through the mail again please contact me thank you

  Business response

  11/21/2023

  Reviewed account and contacted customer. Advised Aqua does not change customer usernames or passwords, that information is all done by the account holder. Advised i could see an error with the user name. Sent customer the link to reset the password on the account and included contact number should customer have any difficulty. 

  Customer response

  11/21/2023

  complaint has been solved

  Customer response

  11/22/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************** I aqua is the rudest unconcerned ppl in business I have ever met,my services was interrupted last Tuesday because of an error they made been waiting a week for the supervisor to call me I put service in my name 7-5-23 they inactivated my name and put back in *************************** name aftter I sent in a lease and drivers liscence ,no one can explain why please help me at week without water terrible they want me to pay 700$ for sewer an 184$ for water out outrageous

  Business response

  11/06/2023

  Aqua records show the account was previously in the name of *************************** in September 2013 and was requested to be transferred to ***************************. As of July 2023, the account has been inactive in his name,leaving a balance with the ******************* ******** Sewer that has not yet been paid. Customer *************************** lived in the same location as *****, making her also responsible for the unpaid debts. As a courtesy, we will transfer the service back to ********** name but will charge her for water and sewer as of 7/1/23.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had a broken water main in my backyard since late August of 2023 and have repeatedly called AQUA Texas and keep getting told a representative will be out to look into the problem but as of October 27th 2023 I still have not had a representative to my home.... I'm fed up!!! something needs to be done and that's why I'm turning to you for help....

  Business response

  10/30/2023

  I have reveiwed the account based on Aqua's response and response time associated with *** *****'s request regarding Service Leaks.  Please see attached documentation of *** *****'s service order requests as well as the date that an Aqua technician came to the property to assess/correct the issue:

   

  Customer response

  10/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The water leak is not at the meter its the main water line in the back. my next door neighbor has also called about the same leak.... their representative should have spent more time investigating the situation....  if they would tell me when they will be here to investigate the problem I'd be more than happy to show them exactly where the problem is..
  
  Regards,
  
  *******************
  

  Business response

  11/10/2023

  The issue has been investigated by Aqua and has confirmed that the issue is directly an issue on Aqua side in which we are responsible for the repair.

  Business response

  11/10/2023

  The issue has been investigated by Aqua and has confirmed that the issue is directly an issue on Aqua side in which we are responsible for the repair.

  Customer response

  11/10/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Aqua Water has taken over I have had nothing but problems. Someone at Aqua decided to combine my address with my Mom & Dad's address. My Dad & I have the same name but use our middle initial to identify who is who. My Mom & Dad's account was to be removed off of my account Monday Oct. 16, 2023 as of Oct. 18, 2023 it still has NOT been removed. My second problem is I do NOT receive my check until the 3rd of each month & Aqua will not change my due date which is Nov. 2, 2023. I told Aqua I could pay by credit card but I can NOT afford to pay a $1.95 fee. Aqua wants me to link my bank account for automatic withdraw but I've read many complaints about theft & overcharging & I do NOT feel comfortable linking my bank account. I also only have $50.00 in there at ALL times & I am afraid I will have an overdraft fee if they withdraw money before my check gets deposited. I can NOT pay a bill I do NOT have the money for ahead of time! I was told by Aqua Customer Assistance Program (CAP) if I'm late on my payment I will lose the help that they give to pay my water bill.

  Business response

  10/27/2023

  Regarding Fathers account:
  10/16/23 **************************** (father) called to report the account at * ****** ** was activated under his son's name when Aqua acquired from Shenandoah. **************************** requested to put service under his own name as of 10/17/23. The CSR created a new account under the name **************************** and advised he would receive the first bill in 30-45 days. 
  10/17/23 The fathers account was activated under the name **************************** at ***********. ************************ final bill for * ****** ** was mailed 10/20/23. The only active account under **************************** is ** *****************. Aqua is sorry for the error and the inconvenience that it caused.

  Regarding the customers request to change due dates:
  10/16/23 ****** called and requested to change the monthly due date, as he gets paid on the 3rd of every month. The CSR advised Aqua is not able to change due dates. The CSR asked if the customer would like to set up auto draft, and the customer declined.
  Unfortunately, Aqua is not able to change the billing cycle or due date on the account. Please note: the due date will not always be on the 2nd of each month. Read dates, bill dates, and due dates may vary depending on weekends or holidays. 
  Payments made with ******** require a $1.95 fee. Payments made with Aqua e-Billing are free: there is no surcharge, processing, or convenience fee. Payment method options can be found at ***************************************************************************.

  Customer response

  10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I never nor did my Dad receive a bill at ************* for ***************.. Aqua is negligent & after speaking to several agents they act as this is no big deal And I've been told repeatedly it was a mistake many people own multiple properties. That's a poor excuse! You do NOT assume ANYTHING! You call to verify if it's the same person! How many people have the same name?! Are they the same person as well? To this day Aqua' auto system still will NOT find my account with my account # or name & is saying I have multiple accounts. They need to fix this ASAP! They know how to send the bill from day 1 to the right place! Also Aqua is a big company there is NO reason that they should have a 3rd party handle credit card payments charging me a $1.95! I'm paying enough & Aqua should be made to accept online payments FREE of charge for their customers! Aqua was NOT wanted here! Aqua also said bills can be paid at ********, ****** **** but yet their incompetence once again shines bright! Those places are NOT set up to take payment yet & these stores are complaining! Aqua should have left customers pay at the bank as Shenandoah did! Aqua told me Illinois is the ONLY place they can change the due date! Why NOT **********? Aqua is billing monthly costing me a stamp, envelope, & check & the billing cycle should be as every other company a 30 day cycle NOT a different billing due date every month! What kind of company is this! Who does Aqua think they are to come on my property & start digging holes without my permission to find the main shut off so they can change the meter & then ONLY come back out drill a hole in my foundation & never caulk it costing me more money to buy caulk! And then Aqua painted lines on my parents driveway as they just think they can dig it up without their permission & when their workers are confronted by my Dad my Dad is ignored & ONLY answered when they stepped on his property & asked again with we're looking for a leak. Their workers were also ignorant to me & I threaten to call the cops they dig one more hole in my yard. All this fancy equipment & they cop an attitude & can't find the main shut off! Last I checked I own my property & NO one can enter! That is trespassing & this is how situations turn bad! Aqua better change it's polices & educated they workers & start taking payments for FREE online! Everybody's wondering why people are the way they are these days here's a perfect example of pushing people too far & that's when people push back! But you won't see this in the News!
  
  Regards,
  
  *************************
  

  Business response

  11/02/2023

  In the complaint, the customer stated neither customer received a bill at * ****** ** for ** *****************. This is because the bills for ** ***************** have been mailed to ** *****************. Neither customer has notified Aqua of a separate mailing address, so both accounts have bills mailed to the service addresses. If the customer would like to change the mailing address, they should call ************ to make that request.

  Again, Aqua is sorry for the error of establishing the account under the wrong name, and the inconvenience that it caused the customers. The issue has been fixed.

  Aqua apologizes for any inconvenience caused by work being done in the area. The field service representatives are working to make repairs and improvements that will benefit the quality of service for Aquas customers.  
  
  As stated in the company's initial response, customers can make payments with no additional charges through Aqua e-Billing. The customer previously stated he was not comfortable with linking his bank account. To avoid this, he should select Pay Now and Enroll Later. This will allow the customer to make a payment without creating a login or saving his bank information on Aqua e-Billing. When making a payment on Aqua e-Billing, the customer should use the full 16-digit account number ****************** and the zip code (********). There will be no additional fee for paying this way on Aqua e-Billing. The $1.95 fee is the vendor's fee, and is only for payments made through ********. Payment method options can be found at ***************************************************************************.

  Customer response

  11/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Aqua is a LAIR! They stated "the customer stated neither customer received a bill at * ****** ** for ** *****************." BOTH ************** & ************** received a several bills at the correct addresses! I stated ************** could NOT access Aqua phone system with my account # or name. I also stated ************** was told by AQUA that he had multiple accounts & when questioned Aqua said they could NOT give any info! It is NOT OUR job to report change or do ANYTHING! It's Aqua job! Aqua took over & Aqua should NOT assume the same name is the same person owning multiple proprieties! And furthermore Aqua has the audacity to tell me to link my bank account & trust them after several X's with their incompetence?! I suggest Aqua school the employees how to run a proper business, talk, & treat their customers correctly & NOT give a problem having a supervisor call back & then NEVER call the customer! Without US they are NOT in business! In closing Aqua SHOULD have everything up & running with ******** & ****** **** for payments! The stores are even mad at the way Aqua sent notices & they have to keep repeating themselves & turn people away! I'm NOT one they will push around! And Aqua WILL ask for permission to come on PRIVATE property NO matter if they are fixing things or not! If Aqua does NOT ask there will be a problem as private property MEANS PRIVATE! I can assure them that!
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My water provider (Aqua) turned off my water service because I had not yet set up an appointment to have my meter replaced at Aquas request. I did not request the new meter. Mind you, my bill is paid every month. I returned home from work with a note taped to my front door saying that my water is shut off due to the meter bedding to be replaced due to its age. I'm unable to take off a day of work to have this done and there is no on one else that lives in my house that can be here for an appointment during the week. Now I must go 2 days without water because their field supervisors are finished work for the day and won't come back to restore my services. Furthermore, the letter says they want to charge me $50 to restore the service.

  Customer response

  10/16/2023

  For myself, I would like to be credited for the two days I was without water. For anyone else who has water service with Aqua, I would like for Aqua to no longer be able to shut off someones water simply because they have yet to schedule an appointment to have a meter replaced at the request of Aqua. 

  Business response

  10/16/2023

  9/29/22 ******** was mailed a notice stating a meter exchange appointment was required.
  1/18/23 ******** was mailed a notice stating a meter exchange appointment was required.
  3/21/23 ******** was mailed a 10-day shut-off notice requesting to call and schedule a meter exchange appointment by 4/5/23 to avoid service termination.
  8/25/23 ******** was mailed a 10-day shut-off notice requesting to call and schedule a meter exchange appointment by 9/12/23 to avoid service termination.
  10/3/23 A 3-day shut-off notice was posted at the property.
  ******** did not call to set up an appointment as requested on multiple notices. The customer did not respond to the shut-off notices, causing water to be turned off.
  10/12/23 Water turned off for no meter access at 1:00pm. The FSR left a door tag advising the customer the service was disconnected.
  10/12/23 ******** called regarding service termination. The CSR called the meter operations supervisor to ask if service could be restored the same day. The supervisor said no. The *** created a service order for 10/13/23.
  10/13/23 An Aqua technician visited the property at 1:30pm to exchange the meter and restore service. The technician knocked and called several times, but did not hear from the customer.
  10/14/23 An Aqua technician visited the property at 2:15pm,exchanged the meter, and restored service. The technician reported no issues with the meter. A $50 reconnect fee was not applied. 

  Customer response

  10/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I explained to Aqua that I had not scheduled an appointment yet. As well, I informed the company that there was no 3-day shut off notice left on my door on 10/03/23 (that date provided by Aqua) and I can most likely provide video coverage from my **** Doorbell camera. Also, if anyone knocks on my door while I’m at work, I’m not there to answer the door. Just like they aren’t home to answer their door while they are at work. In addition, I train people in a highly safety sensitive environment and am unable to use my phone when in a training environment. I work Mon-Fri and sometimes Saturday, from 7:30-4:00. I do not get home until 5:00 pm. So if you are knocking on my door during those hours, it’s pointless. There is no one else that resides on my home. During my last call to Aqua, it was explained to me that the company replaces meters every 10 years, and mine was last replaced in 2006. I’ve been in my home for 17 years (since 11/2006) and not once has Aqua replaced the meter. So, that means Aqua was 7 years late replacing the meter, but I can’t be a few months late scheduling an appointment. Neither her nor there, I will still stand strong in my opinion, at no point should a service be cut off for any reason other than non-payment or an emergency while they work on main lines. Just because they send notices does not give them the right to suspend services for something “they” want to do in your home. They should also give a more accurate account of what was said  or at least state what was told to me. I was not told that the field supervisor said “no” to turning my water back on after scheduling the appointment which would still be 2 days out. I was told there was no longer a field supervisor on duty (at 4 pm). 
  If all of this was because I hadn’t made an appointment yet, then they should’ve turned on my water after I scheduled the appointment for the meter exchange. Instead, they told me they will not turn on the water until they come out 2 days later to exchange the meter. They should not be able to do this to a customer in good standing, and I will continue this firm belief and fight to keep them from doing this to anyone else

  Regards,

  ***************************

  Customer response

  10/16/2023

  Also, as you can see by my phone call log, I missed two calls from the technician on Friday. I purposely left my phone on (against my work rules) in case he called and I wasn’t going to be home in time to meet him, I’d be able to let him know when he called. I called him back. So, I indeed did talk the gentleman for 4 minutes. If it wasn’t for his kindness and willingness to work with me and come back the next day (Sat 10/14) after I finished work, I probably would be without water for another couple of days

  Business response

  10/17/2023

  As stated in the previous response, there was no $50 fee charged for reconnection. Based on the service order notes, a 3-day notice was posted on 10/3/23 at 12:04pm. The customer was not home for the appointment on 10/13/23. Service was restored on 10/14/23 at 2:15pm. 
  Aqua provided proper notification to the customer regarding the request for a meter exchange appointment. 
  
  ******** did not call to set up an appointment as requested on multiple notices. The customer did not respond to the shut-off notices, causing water to be turned off. If the customer was advised meters must be exchanged every 10 years, this is not correct. Meters must be exchanged every 20 years. Regardless, the customer was notified multiple times since 9/29/22 that the meter needed to be exchanged, and she did not respond to the notices.
  
  As stated on the meter exchange request letters, the meter exchange was necessary to comply with Public Utility Commission regulations. The service termination was valid per the PUC-approved tariff. As stated on page 71/90 of the attached PDF, service may be terminated “for refusal of reasonable access to Property for purposes of inspecting or for reading, caring for, removing, or installing Meters.”

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/08/23 we received an alert from Aqua regarding an alarm at our community well. We were initially told to boil our water for 24 hours due to potential bacteria that built up and that we would be notified when it was safe to drink the water. Since then, we have received conflicting information, including being told that the water quality was not compromised, that it was an issue at the lift station. We contacted the only phone number listed on Aqua's website, customer service, who told us there was no supervisor we could speak to and that we had to continue boiling our. water until mid October. All attempts to speak to anyone else at Aqua to get concrete answers has been fruitless. I am requesting to speak to someone in charge at Aqua who has some authority because this is ridiculous. We do not live in a third world country!

  Business response

  10/12/2023

  Aqua spoke with *************************** on October 10, 2023. In discussing **. *********** concerns with the information, they received, ************************ advised that he has spoken to Aqua Field supervisor and was satisfied and that no other information was required.
  As a result of ************************ BBB complaint, we have reached back out to the customers.
  Customers in *** ****** were notified that a System Pressure Advisory was issued on October 8, 2023. The System Pressure Advisory was issued due to low pressure. At 3:26 PM a call was sent to ************ and was reported as delivered. An email was also sent but was returned.
  A System Pressure Advisory is a precautionary measure, this advisory does not mean the water is contaminated, but to err on the side of caution.
    Aqua issued a System Advisory Lift in *** ****** October 10, 2023 at 1 PM at which time customers were notified that the water results are absent of bacteria and customers no longer need to boil water for consumptive purposes.
  To address the customers comments:
  Customer said they were told to boil due to potential bacteria buildup, and then told that the water quality was not compromised. The message is that the System Pressure Advisory is precautionary and that once system is fully pressurized, water samples are taken and tested, and a System Pressure Lift is issued; notifying customers that it is no longer are recommended to boil water for consumption.  
  We did apologize to the customer that when contacting the company, the customer was unable to speak to a call center supervisor. This is being addressed with our call center.
  The customer said that they were told that the System Pressure Advisory is in effect until October 15, 2023, which is an extraordinarily long-time frame. It should have been explained to the customer that October 15th is the estimated end date.
  We contacted the customer October 11, 2023 at approximately 4:15 PM and had to leave a voice mail.
  Called the customer October 12, 2023, but customer could not hear me and disconnected the call. Immediately called back and went to voice mail. Left voice mail asking customer to return call.
  Customer returned the call and we discussed her concerns regarding receiving incorrect information as well as not being able to reach someone locally. As mentioned our field supervisor had spoken to the *********** and explained everything to them. ************************* is satisfied with the steps we are taking on our side to improve the customer experience. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am on autopay with Aqua water since 2021. My average bill for the 2022 year was around $82/month. That increased to around $137/month for the 2023 year. Then my bill took a sudden jump to 280.98 in Aug and then $896/month for September. There is absolutely no way I could have possibly used 4 times the normal amount of water in that month. I attempted to contact Aqua several times over a one-week period and their automation system kept stating it didn't recognize my request and hanging up on me. I finally got in touch with them today and they will send a technician out to check on the problem, but my concern is that it is now another month later and they are billing me $969 on top of last months' bill and i should have been notified much sooner that there was a potential leak. My account number is ****************. I would like an adjustment to the last two month's bills due to the lack of notification of a potential issue. I see this is a common problem among the complaints filed with the Better Business Bureau.

  Business response

  10/10/2023

  10/09/23 ***** called regarding the high bills. The customer stated no leaks were found. The CSR created a work order to check the meter and a 30day dispute hold was placed on the account effective 10/9/23. The hold temporarily stops the delinquency process. 
  10/10/23 An Aqua technician visited the property and reported no issues with the meter. The technician noted multiple leaks at the property. The customer can contact a licensed plumber to inspect for leaks. Based on the technicians meter reading, it appears that the consumption is decreasing. However, this cannot be guaranteed based on if there is a leak and what triggers the leak (faulty toilet flap, outside hose, shower head, washer hose etc).
  Prior to the August bill, the customer had fluctuating consumption but not to the point in which it triggered a high bill alert on Aquas billing system. A high bill is a 150% increase from the previous bill that exceeds the 13month average. The August bill was the first bill to trigger a high bill alert. ****** bills for both August and September included a high bill alert in red.
  The customers bills are based on actual meter readings and are considered correct as rendered. Aqua does not provide leak adjustments but does offer payment arrangements to help assist in paying bills.  If the customer would like a payment arrangement, they should contact Aqua at ************.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Received a boil water notice via email on 9/27/23 at 10:53am and via voicemail on the same date at 10:56am. Several neighbors were not informed of this advisory at all. No further updates were provided as days went on. With daily calling, I was told by various customer service reps that the boil water was in place with no knowledge of if repairs had been completed and a sample was being processed. Was told over the phone via customer service on 10/4/23 that the boil water order had been lifted. I asked for the neighborhood to then be advised of this as nobody else was aware. The customer service representative stated that it was not her job to perform this action. On 10/5/23, water pressure diminished. Was told by supervisor ************************* that no clearance was ever made and that the boil water order was/is still in place, contradicting customer service. ****************** explicitly stated that customer service rarely knows what's going on or has updated information. Neighbors have been repeatedly told differing stories, including customer service trying to convince them that there never was a boil water order in place to begin with (despite physical evidence to the contrary). Because of the complete negligence by NC Aqua, my 4 week old infant and breastfeeding wife have ingested potentially contaminated water after we were assured that the boil advisory had been lifted. The degree of incompetence with NC Aqua is incredible.

  Business response

  10/12/2023

  A System Pressure Advisory (SPA) was issued for September 27, 2023 to replace the valve bank. This had to be re-scheduled, and customers should have been notified that the system pressure advisory was lifted. The field supervisor was planning on lifting the SPA on October 4, 2023, but there a main break and the SPA was left in place.
  The System Pressure Lift alert was lifted October 9, 2023.
  In response to the customers comments:
  The customer mentioned that he received an alert about the System Pressure Advisory, but several of his neighbors did not receive notification. To receive alerts customers must sign up and provide best phone number, text number and best email for alerts. If the neighbors haven’t signed up for service alerts, they would not automatically receive one. For the ******************* 216 alerts were sent to customers, this accounts for customers with multiple points of contact. This customer, ************ has phone call and email set up as the preferred method of contact. The number dialed for the System Pressure Advisory is the same one as on this complaint; the call was answered but customer disconnected the call.
  We reviewed the customers call with our call center and the customer service representative that handled the call mis-informed ************. We will handle that with our Call Center management team. Unfortunately, without specific information from ************** neighbors we are unable to verify that the neighbors were given incorrect information.
  ************ wants a firm acknowledgement when alerts are lifted and the best way is to be signed up for service alerts.
  Called customer 10/11/2023 at 4:50PM and left voice mail.
  Called customer 10/12/2023 at 1:40PM and we went over the customers concerns. Advised customer the best method for staying up to date is being signed up for service alerts. Advised that we’ll work with our call center to ensure the correct information is being provided to customers when they call for an update. *** **** was satisfied with the response. 

  Customer response

  10/13/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sold my house on 9/7/22, with the new homeowner taking over the utilities. The account was never taken out of my name until in November when I had to call in to dispute the bill they kept emailing me about. At that time I paid the outstanding balance on my account and they have a record of me making a payment. I received a notification that I had been sent to collections via my credit app so I reached back out to Aqua to discuss. They asked me to send in the closing docs for the bill to be appealed and reviewed to properly reflect the true balance that I owe. I received an auto response stating someone will reach out to me within 7-10 business days with a result to my appeal that I submitted on 9/5/23. I have yet to receive a true result as the response they sent did not address my appeal and every time I call in to their office, I do not get any kind of update, I am told that they are still working on it and that someone will reach out to me. I have made it very clear to them every time I call that I am willing to pay whatever balance I truly owe but no one will give me a straight answer. The only solution they provide is for me to submit yet another appeal even though it shows outstanding on my account and my closing docs are on my account. I have asked to speak with a supervisor multiple times to discuss this but am always denied. I have conveyed how frustrated I am to them and it goes on deaf ears as they just sit there quietly and say please submit another appeal when I am done speaking.

  Business response

  10/12/2023

  Contacted ************ and reviewed settlement documents. Updated the customers final bill date and generated new bill. Received bill and emailed copy of bill to ************ and advised that bill is correct now and bad debt removed from the account. Also called and left ************ a voice mail that correction completed and that email has been sent. The final bill is attached here for your review. We believe the customers issue has been resolved.

  Customer response

  10/16/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 28, I completed an application for transfer of water from my builder to my name, for Aqua Texas. I followed the instructions. There was no number for me to call and they requested that you send it to an email presented on the application. I was never called. I was never emailed (no confirmation email). I never received a text. I never received a letter in the mail. After a couple of days of the water still running, I figured that the bill would be sent in the mail. A month later, when returning home I had no water! After researching I found an emergency contact number and call it… I was told that I did not have an account, and would have to call back in the morning. It was determined upon calling back, that they did indeed received my application; but, I was denied… and needed to provide information that was not listed on the application! How was I supposed know if no one reach out to me, and there was no number to call on the application? This is unacceptable communication about something of such gravity! Water is a vital resource and necessary for sanitation. Due to such poor communication I am without water. Moreover, I am still having communication issues with this company that has not, provided water at the 48hr mark of submitting necessary documentation. The worst part is that they have no competitors, because they are a monopoly for my neighborhood. Unacceptable that such company could have such power and not communicate to those that rely on them!

  Business response

  10/04/2023

  At the time of *********************'s application, there was a large balance owed for that property.  The current balance on the account is approximately $62.00 which was paid by the previous owner.  We have scheduled an emergency turn on service for today, October 3, 2023.

*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. ↩