Complaints

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday June 20th, 2022 I returned home from a weekend trip to my house filled with sewer gas, the sewer light flashing, and my sump pump area filled with sewage in the basement. I contacted the sewer company that I pay $86 a month to and they stated that it was an emergency and that someone would be right out. Flash forward to today, June 22nd and nobody has showed up yet. A technician did call me from out of the area and said to him it sounded like the grinder pump but he was too lazy to drive out here and check it so he closed the ticket. He also stated that Aqua doesnt service grinder pumps anymore. Aqua is attempting to force myself and other local homeowners that run into issues with their sewer to pay for the repairs on their own. However none of us in the area have received any paperwork from Aqua stating that the grinder pump and other repairs are now the homeowners responsibility. Aqua is refusing to accept responsibility for their aging sewer system and trying to collect monthly bills from homeowners without maintaining their systems. Approximately one to one and a half years ago Aqua came around and fixed all the pumps in the area and said that they planned on turning all future repairs over to the homeowners. This was met with opposition and nobody ever received a formal notice about any of the changes Aqua is now stating.

  Business response

  06/27/2022

  Per the PUC approved Company Tariff, page 44/67, Section * Definitions (cont'd):

  Grinder Pump: Any mechanical or powered device used to grind, macerate or fluidize waste so that it can
  be discharged into the Company's facilities. This device is a component of the Customer Service Line
  and the sole responsibility of the Customer to own, maintain and operate along with the balance of their
  Customer Service Line. The Customer shall be responsible for all power to operate the device in
  accordance with the manufacturer's specifications and guidelines.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In our subdivison, ******** ***** in Littleton, NC, we are having constant issues with water pressure and taste. Last summer, we received approximately 5-6 emergency repair notifications from Aqua stating that due to an emergency repair, water pressure could be low or completely gone, and recommended boiling water until it was resolved. I can understand if this happens once (or MAYBE even twice), but not repeatedly. We pay Aqua to at least have DRINKABLE water at an acceptable pressure. After last summer, I assumed Aqua would upgrade our system (ie, dig a new or additional well). I just received another low pressure / emergency repair notification so apparently it has not been resolved. I called the only Customer Service line I could find for Aqua, and was met with a very rude and unhelpful customer service rep. After I voiced my concerns her response was, "What do you want me to do about it? We're just a call center." I responded by saying I'd like to speak to someone who could actually fix our problem or give me a more detailed update, and was told all she could do was take my number and have someone call "when they are available." I said, since this is an urgent matter (having drinkable water is somewhat important right??), could you please ask them to call me immediately, and not when they are available? She said she didn't understand the difference?! When I asked for a local contact last summer, it took 2 months for the person to call, and they did nothing about it then. I understand that Aqua took over an aging well that is probably not adequate to handle the growth in our neighborhood, but it remains their responsibility to do whatever it takes to have potable water with decent pressure for their paying customers!! At the very least, with a persistent problem like we are having, provide contact information for the local office that can actually tell me what the exact situation is and what, if anything, is being done to resolve it. 

  Business response

  07/11/2022

  In review of **. *****'s concerns regarding the low water pressure, taste and service interruptions. 
  On June 16, 2022, Aquas emergency telephone system notified customers in the ******** ***** system of an emergency repair which resulted in customers experiencing low pressure and outages in the distribution system due to the emergency repair. 
  To provide additional information for ************** and to answer questions, Aqua's field supervisor Mr. T****** contacted ************** on Tuesday, June 28, 2022.  The field supervisor provided details on system improvements that Aqua has completed and a timeline of system improvement plans.  Feedback received that ************** appreciate the follow-up telephone call to address his concerns.

  Customer response

  07/11/2022

  [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

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I live in ****************** in Charlotte near ***************. Our community doesn't have City Water - we have to use a private water company called Aqua America. They resell the water from the city to us at a huge mark-up, while we have no other options. The base fee, regardless of usage, for sewage is $60 and water is $20. The total bill on average for a single person in this is neighborhood is $90-$100 a month. For a natural resource! My bill had been around that same amount until last month when it suddenly went up to almost $140. Not much less than my car payment. They're claiming I used 5,900 gallons in one month when I never went over 3,500 gallons in the entire two years I've lived here (I live alone, while friends on city water in a household of two use less than 2,000 gallons). I've talked to a few other neighbors who had this same thing happen; after fighting tooth and nails with the company they finally got a new meter that solved the problem. I've been calling and they keep saying they can't do anything, that their meter is correct and that I must have a leak on my property. I do not have any indications of a leak: no water damage or low water pressure. I even did the silent leak test on the toilets they advised me to do. They said someone would come out to perform a water bucket test on the meter Friday the 13th; I stayed home all day and no one showed or called. I spoke to another representative about this the following and the worker had put in the notes "cannot perform test" on the day of, no explanation or anything. We're pretty positive the meters are going bad in this neighborhood one by one and the company doesn't care. I'm basically going to have to hire a plumber next to prove out I don't have a leak and hope they finally replace the meter then. My account # is ****************

  Business response

  06/01/2022

  In response to ********************** customer complaint:
  Rates
  The North Carolina Utilities Commission is authorized by statue to set rates for Aqua and other utilities within the state.  It does so after reviewing evidence regarding Aqua’s operations. Aqua’ s most recent rate case was approved by the North Carolina Utilities Commission, after extensive public hearings, by Order dated October 26, 2020, in W-218, Sub 526 (attachment).  These monthly charges are as follows:
              New Rates for Aqua NC Water, Aqua NC Sewer
              Water Rates
                                      Base Charge                           Volumetric Charge
  
              Old                  $19.25 per month                   $.1810000 per thousand gallons
              New                 $20.70 per month                   $.2190000 per thousand gallons
  
              Sewer Rates
                                      Base Charge                           Volumetric Charge
  
              Old                  $26.11 per month                   $.6450000 per thousand gallons       
              New                 $60.43 per month                   $.6450000 per thousand gallons
  
              Also please reference letter mailed to ********************** dated June 2, 2022.                                                  
  Billing
  
  The billing statement dated April 29, 2022, in the amount of $136.44 is slightly higher than normal.  To address ********************* concerns several visits to the residence to investigate the meter.
  May 4, 2022, no visible leaks were found reading (2522).
  May 20, 2022, bucket test meter identified as stuck, reading (2533).
  Appointment to exchange the meter on June 2, 2022.
  Attached for your review is the account history from when the account was established effective March 31, 2020, to-date.  The monthly consumption is consistent for the exception of the April 29, 2022, billing statement.
  A company representative spoke with ********************** on June 1, 2022, advising that the meter will be exchanged on June 2, 2022, and correspondence mailed to further explain the rate structure.  ********************** was appreciative of the call and follow-up in addressing her complaint.
  Please advise if you have additional questions or concerns.
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account number- *************************************** billed me $2200 claiming that my meter was mixed up with my neighbor. I have never missed a single payment in last 4 years so this amount does not make sense at all. We are a family of 2 so literally impossible to use that much water that they claim for: I have tried to resolve this with them since last three months and havent got a straight response. Everytime, they say my case is being reviewed. I just need my account corrected and send me new invoice of $0 reflected on my account t I have been harassed by this huge invoice and creating mental pressure for me. Please help me resolve this matter

  Business response

  05/27/2022

  The customer was billed incorrectly. The customer was being billed for *** ********* not their property at *** *********. Aqua is permitted to back bill per PUC regulations up to 4 years. Aqua rebilled the customer and due to the Aqua error, removed 50% of the make-up bill. Aqua adjusted the account in the amount of $1,650.00. At that time the account balance was $1,740.00. The customer was mailed the attached letter offering a payment arrangement for 3 months. The Team Lead noted the account to grant a longer payment arrangement if necessary. Aqua is still willing to grant the customer a payment arrangement.  Since the rebill, the customer has not made a payment on the undisputed bills, causing the account balance to increase. The customer should contact Aqua for a Company payment arrangement.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called your customer service number after being notified by a neighbor that we were under a boil water advisory, which apparently took effect Monday but yet no one bothered notifying us. Mind you several other neighbors have since reached out informing me they were never notified either. I asked why we weren’t notified and how to prevent this from happening in the future. She went through the whole.. “have you signed up for our alerts?” Yep. Did that last year, so not sure what the issue is. “What about e-mail?” Yep! Did that too. I informed her I just want to make sure this never happened again and requested to be transferred to a manager. She refused. Again I asked, again she refused. This is unacceptable. Period. I have 3 children who’s health is being put on the line from this companies negligence.

  Business response

  05/31/2022

  On May 9, 2022, the department of transportation hit a water line that impacted an estimated 100 customers in Bedford at *******   subdivision.  Customers were notified at 3:48 PM on May 9, 2022.
  The water consumers of *******, along ***** ***** **., ***** *** **., ******* **., ******* **** **., ******** **., ** ****** ***, ****** ***, and two customers off Hwy ** experienced periods of low pressure and outages in the distribution system due to the emergency repair.
  
  Periods of low or no pressure in the distribution system increases the potential for back siphonage and introduction of bacteria into the water system. Once water pressure is restored, it was suggested that as a precaution, to boil water or use bottled water for human consumption (including drinking, making ice, brushing teeth and food preparation). Vigorous boiling for one (1) minute kills disease-causing organisms that may be present in the water.
  The advisory does not mean that the water is contaminated; the advisory was issued only as a precautionary measure. Customers were strongly encouraged to conserve water until service was returned.
  After repairs were completed a water sample was forwarded to a drinking water laboratory for tests.  Once test results were available, Aqua contacted customers to lift the advisory.  Customers were also encouraged to monitor the website for updates during the outage. The advisory was lifted on May 12, 2022, at 5:00 PM.
  On May 16, 2022, a supervisor spoke with **** ***** to address her concerns.  The supervisor followed up with the department that sends notifications during an emergency to customers.  **** ***** contact information was not listed however, the company representative updated **** ***** telephone and email information in the customer database for future communications.  **** ***** did share with the Aqua representative that she was able to reference information on the website.
  On behalf of the company, I would like to extend an apology to **** ***** for the inconvenience this matter may have caused. 

  Please advise if you required additional information regarding **** ***** customer complaint.

  Customer response

  06/01/2022

  [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 lied. They notified no one. No one in my neighborhood received a call. Anyone can say anything, I’m willing to provide my phone records and so are my neighbors. Just curious, has Aqua provided phone records as evidence to prove they called? It is true a rep reached out to me on May 16th. I would encourage you to listen to the call. In that call, the rep admitted no one was contacted and he did not know why. He responded that the matter would be escalated in an attempt yo resolve it. Aqua got caught with their pants down so to speak and are now lying in an attempt to back pedal. They need to be held responsible for their actions or lack there of. This is not the first time they’ve failed to notify customers of possible water contamination issues. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aqua is attempting to retroactively charge me for every month dating back to July of 2021. Apparently their meter wasn't reading correctly so they undercharged me for nearly a year and they want me to pay the difference to the sum of approx $225 based on their "estimates". I've paid every bill they've sent me to the penny and on time. It is not my responsibility to make sure THEIR equipment is in good working order anymore than it is their responsibly to make sure my pipes are in good working order. It is terrible business practice to retroactively charge people for bills they've already paid.

  Business response

  05/30/2022

  In response to **. *******'s customer complaint, the account was established effective March 13, 2020, in the name of *************************.
  
  On April 15, 2022, ****************** contacted Aqua customer service stating that there was a street leak in front of her driveway at her residence.  An Aqua representative was at **. ******** residence on April 18, 2022, to investigate the leak.  The Aqua representative found the leak was on the customer side of the meter in addition found that the meter was stuck. 
  
  Further research showed that ****************** was not billed for consumption since the June 10, 2021, meter reading.  This was due to the stuck meter at the residence.  As a result of the stuck meter, the account was billed or 312 days of service, June 10, 2021, through April 18, 2022, 46,800 gallons total bill was $382.67 minus payments amount due was $224.96.  The consumption was billed based on customer average usage.  Aqua acknowledges that the stuck meter issue should have been addressed in a timely manner. 
  
  On May 17, 2022, a customer service supervisor spoke with ****************** and apologize that the stuck meter issue was not addressed in a timely manner and share that Aqua tariff rules and regulations states that the company can back **** for billing error.  The supervisor also shared with ****************** that the company acknowledges the error in billing bur also rely on our customers to review billing statements for accuracy.  The supervisor offered ****************** a onetime courtesy adjustment in the amount of $224.96 to bring resolution to his complaint.
  
  Attached for your review is the account history that outlines that the customer was not billed for consumption for several months.  Please advise if you required additional information regarding *** ******** customer complaint.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought this property in Dec 2021. I transferred all my utilities than and in feb was called and told I needed to transfer water (AQUA). I thought my water and sewer were paid together. Anyway, I had to make a payment and so I did and transferred over the address/property to be paid by me. I started making payments every month through my bank account. Then today 5/10/22 without notice I came home and found there was no water. I called the contact /customer service rep person at the main number. She told me MY WATER WAS LOCKED OFF FOR NON PAYMENT , I told her of my payments and she told me to rectify payments from my bank and fax it to ************. In my account all payments WERE CASHED by AQUA. In the mean time I had no water, Toilet unflushed, no water to drink and do my laundry. I was told that the payment went to the old account number? How can this be possible when there is a address and meter #. When I called back for the time of water return I was told of me paying a re connection fee. And had to be home for the re connection.nWhat is going on in this company? I made my payments...They SWITCH OFF MY WATER... WHAT METER ARE YOU READING? Who are you billing really? Why did they CASH MONEY FROM MY BANK ACCOUNT IF THEY DID NOT KNOW WHO PAYED ? I asked to speak with a supervisor, no one called me. I need answers and some form of reason why my water was shut off without notice. I have no mail, no email, no call/message. JUST NO WATER. And I hope they did not report any bad credit to my report. I want an extensive resolution.

  Business response

  05/18/2022

  Contacted customer and issue is now resolved. Multiple payments made by the customer were going to the 'previous' customer account in error causing the account to go into collections and eventually shut off for non-payment.  As a courtesy, the reconnection and deposit fee was credited back to the customer.  Customer also was advised to be sure correct account number is used when making electronic payments to avoid any future error such as this.  Customer mentioned no other issues outside of what was stated.  Closed BBB.

  Customer response

  05/28/2022

  [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:
  First of all, I am being billed for reconnection of $50.00, a disconnection that was I was not notified of and which I made payments. I was told that this fee would be waived. Secondly From Feb to April the bill total to aqua was $215.31 Payments were cashed from my chase account by Aqua in the amounts of feb $130.21 march $116.68 and april $168.25. Aqua has not refunded me any of these payments. Except 168.25 . Aqua owes me $116.68 . Please let me know if these bank receipts are needed. Aqua has actually cashed my money and still billed me in June as seen in the submitted document.
  Regards,
  
  *******************
  

  Business response

  06/08/2022

  Per discussion with customer, issues is now resolved.....amount initially transferred was only from February in the amount of $130.21.   However it was additional payments made for March ($116.68) and April ($168.25) by the customer that was not applied/transferred.  Payments have now been transferred and customer was informed of the new balance which will reflect on their next bill.  Issue now resolved.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im a 58 year old person whos lived alone for over ************************************************** back financially quite a bit and Ive no one to help me. I have an account with aqua and got behind in my **** so they sent me a shut off notice and I scheduled a payment which wasnt the full amount but it was paid on the due date. They turn my water off because I owe 100 dollars and now when gas is **** a gallon and butter is 4 dollars a pound, theyre telling me to get it turned back on itll cost me another 250 dollars which I dont have. Technically they may be right but morally they are completely bankrupt. Ill go a month without water because of it. I offered to pay more in a couple weeks they say no. Not very nice people. Im going to move just so I dont have to deal with them ever again.

  Business response

  05/06/2022

  Hello ********************, it was a pleasure speaking with you and glad we were able to come to a resolution regarding your concern. Per our discussion the water service will be restored today with the reconnect fee and deposit waived as a courtesy.  The remaining balance was placed on a payment arrangement as we discussed however you can feel free to pay the past due balance in full prior to the agreement ending. In addition to our discussion the call that was taken when you contacted us back on 5/3/22 by one of our customer service reps will be reviewed and if necessary coaching will be provided to the representative.

  If you have any other questions or concerns, please don't hesitate to contact me.  Have a great rest of the day and weekend.

   

  Aqua Customer Operations

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a collections notice in the mail the week of April 25 from Aqua after 15 months of no contact with the last communication regarding the discrepancy in a bill being “if you don’t hear back, consider the matter resolved”. Aqua is claiming I did not notify them of disconnecting my service due to moving addresses however, on my bill for service through my lease termination date is my new address. Additionally, the subsequent bill that aqua is claiming I owe (for dates after my lease ending) has a 53 day billing cycle further supporting the fact that I did notify them of termination of service and that actually being the first bill which should have been addressed to the apartment complex. I have been waiting on a collections supervisor to call me back for days, meanwhile, being in the process of purchasing a home. A collections account will damage my ability to actually purchase real estate and I would like the account to be rightfully sent to the apartment complex for payment. 

  Business response

  05/05/2022

  Bad debt was removed on 5/2/22. There is no bad debt under the customer's name.

  Customer response

  05/06/2022

  [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. Please provide to me via email a confirmation with Aqua header that the bed debt has been removed so I may provide to the debt collection agency. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed my bank, I updated the information online. Since February Aqua failed to update my account, forcing me to be delinquent and pay $2.50 processing fee. When I left a message for one three supervisors ******* ****** ******* non of them returned my call. They did acknowledge having problems with their billing system. I can't keep calling every month and then pay processing fee.

  Business response

  04/27/2022

  The customer states she changed her bank account information in February 2022. The customer contacted Aqua on 3/7/22 to reset her password. The previous contact with the customer was on 3/26/21. ********************** does not manually input and/or update any customer's personal information (password, user id, banking info etc...). The customer's password was rest on the 3/7/22 call. The customer is responsible for updating the correct banking information. The customer is responsible for logging back in and creating the new password. ******* called on 4/25/22. On that call the CSR confirmed she was enrolled in the auto draft feature.

  Customer response

  04/28/2022

  [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:
  
  Regards,
  
  *******************************
  

*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. ↩