Complaints

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I are retired and were spending an extended amount of time (7 weeks) down in Florida away from our NC home. While away, we received notification from Aqua that there was likely a major water leak at our home since the volume of water used was substantially higher than normal. Since we were away (and I'd turned our water supply off into the home), we knew that it must be an outside leak. After a neighbor checked it out for us and found standing/running water out at the Aqua in-ground meter box, we called Aqua and requested that the local Aqua crew that's in our neighborhood daily stop by to determine if the leak was on our side of the meter or theirs; if it was on our side (we assumed it was), we asked that they turn the water off and call me to confirm. The Aqua customer service phone rep assured me that he'd get the message to them and make sure they call me within 24 hours. After 3 days, I called Aqua back; this CS rep told me that they had indeed determined that the leak was on our side, but had done nothing beyond that - no turning the water off and no call. I complained when asked by Aqua about my CS experience and almost immediately received a call from Aqua HQ from a woman (Ms. G*****). She apologized and told me to download, fill out and send to her a leak adjustment form and promised that she'd get right onto it once she received it to make a fair adjustment. I sent that 6 weeks ago and have heard NOTHING!! This leak - because of the timing - greatly increased 3 billing cycles where water was running onto the ground when local Aqua could have shut our water off as I was promised they would. That water - for which we have been billed - doesn't end up in the sewer needing treatment which is the predominant expense, but rather ran onto the ground. I expect a major billing adjustment for the 3 cycles affected since we were out of town and using NO water or sewer and Aqua failed to do as requested and told us they would.

  Business response

  05/09/2022

  In response to **. ********** customer complaint, an Aqua representative confirmed on February 18, 2022, the leak is on the customer side of the meter.
  On March 9, 2022, Ms. G***** spoke with *** ********* regarding the leak at his residence.  Ms. G***** advised *** ********* to fill out the leak adjustment form as stated and to forward to her attention.  *** ********* forwarded the documentation however, the documentation was not forwarded directly to Ms. G*****’s attention. 
  *** *********’s forwarded documentation confirming the leak was repaired on March 9, 2022.  Per company procedures, *** *********’s account is eligible for a onetime courtesy adjustment for the highest monthly billing statement, which is the February 17, 2022, billing statement in the amount of $295.76.
  A onetime courtesy adjustment in the amount of $104.81 was applied to the account on May 9, 2022.
  Ms. G***** spoke with *** ********* on May 9,2022 and reviewed the adjustment procedure and confirmed the adjustment would be applied to the February 17, 2022, billing statement.  *** ********* was advised of $104.81 was applied to his account May 9, 2022.  It was also shared with *** ********* if requested a refund check it would take four to five weeks.  *** ********* was fine with the credit applied to future billing statements as rendered.
  Please advise if you require additional information regarding *** *********’s customer complaint.

  Customer response

  05/11/2022

  [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

  04/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am requesting, “ALL”, of my, “PAYMENT METHODS”, for my AQUA Water Bills. Please mail me a, “COPY” of the type of payment, bank account used, credit card, debit card, copy of front and back and etc. AQUA BILL ACCOUNT NUMBERS, for the past two years. There seems to be some issues about my, “SERVICE ADDRESSES”, as in multiple houses addresses? Please list “ALL” Addresses for, Water Bills. My contention is that there are have been, “Multiple PAYMENTS”, made on my accounts using my, “DFAS”, and “VA” Pensions. I am requesting, “ALL”, Account Numbers, Credit Card Numbers, Debit Card Numbers and etc. I am requesting, “ALL”, DOUBLE AND TRIPLE” Payments be mailed to me. I am, requesting, “ALL”, SERVICE ADDRESSES for bills that have been, “PAID”, using “PAYMENT” METHODS. I am also requesting, “ALL” ACH PAYMENTS, “ALL” WIRE PAYMENTS, “ALL”. SWIFT ACCOUNT INFORMATION and, “ALL” WIRE TRANSFERS and, “ALL” Account Information.

  Business response

  04/29/2022

  In response to **. ******** customer complaint.  On September 11, 2012, ****************** contacted Aqua customer service and requested to have service placed in her name effective September 12, 2021, at ****************** Lot **, Fayetteville, NC; *****-****.  All correspondence including billing statements are mailed to the service address *************************************, Lot **,Fayetteville, NC  *****-****.
  
  Per **. ******** request, attached documents represents payments made by ****************** and payment method for the past twenty-four months.  It does appear that ****************** made the payments via Interactive Voice Response system (IVR).  Automated call handling system where the customer interacts with a computer controller voice signal. It can be done through touch tone or speech recognition.
  
  Aqua does not accept third party checks for payment.
  
  Please advise if you require additional information regarding **. ******** customer complaint.
  
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2021 I closed my account with Aqua that was supplying my previous residence (16 ************* Bernville PA *****). Since November 2022, I continue to receive bills from Aqua even after multiple conversations with them. I sold the property in September 2021 in which the new owners never called Aqua to start an account. I take responsibility for September 2021 to November 2021 when I closed the account but I no longer feel like I can solely get them to close my account. In March I paid a bill that they said was the final meter reading from November 2021. I received another bill today with a credit to my account of $234 but this happened in December 2021 also and they continued to bill my account until I owed them again and demanded that I pay them. I just want them to close my account. Their staff has acted in complete negligence and can not perform a simple task. They have record of me closing the account in November 2021 yet they told me that someone canceled the request. They also have records of me calling each month after to question why I am still being billed.

  Business response

  04/12/2022

  The account was not final billed in a timely manner and is still being worked on because Aqua received incorrect information from the new owner. The new owner called and requested to be moved in as of 8/28/22. Then called to dispute being charged from September to November. Aqua is actively working to fix ******'s account. ***** is paid in full but will not have a credit when the process is completed. ****************** has been moved out and the account in his name is inactive. 

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is with Aqua of NC. I have metered water service. They have billed me for 4000 gallons of water. I had a leak test done to see if there was a leak, No leaks. We tested the meter by filling a gallon jug and seeing what registered, it was way off. It registered 1.5 gallons. I told Aqua this on the phone and they scheduled a meter swap. The swap was cancelled because they say there hasn't been enough time on that meter! This meter is old and defective ! I only want an accurate account of my water usage.

  Business response

  04/29/2022

  *** ******’s account was established with Aqua effective October 14, 20210. The meter at *** ******’s residence is a manual read meter.  In review of the account extending back to December 20, 2018, meter readings and billing statements issued, all billing was based on actual readings. 
  Most recently the billing statement dated January 26, 2022 and February 23, 2022, which were based on estimated readings.
  On April 4, 2022, an Aqua representative visited the property to investigate that the meter was working properly and to obtain an actual reading. The field investigation results were that no problem was found with the meter and the reading obtained was (5497).
  The reading obtained on April 4, 2022 (5497) is consistent with the meter reading obtained March 16, 2022 (5489) and April 18, 2022 (5503).  The readings supports that the billing statements issued January 26, 2022 and February 23, 2022 were estimated low which also supports that the billing statement issues March 22, 2022 in the amount of $43.42, is a true up bill due to the previous two monthly estimated billing statements.
  Attached for your review are the billings statements documented in the response and the account.
  There is a manual read meter at *** ******’s residence. A meter reader goes to the residence monthly and visually reads the dials on the meter.
  
  The meter was not exchanged at the property due to the field investigation showed that the meter was working as designed.  Due to weather conditions is the reason why the January 2022 and February 2022 billing statements were estimated.

  Please advise if you require additional informative related to *** ******'s customer complaint.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  currently have 3 day water shut off notice but the bill is not correct. They are currently not letting us make a payment. We have children in the home with disabilities. Also the start date is for 2 years before we moved in the p[rop[erty

  Business response

  03/23/2022

  ****** called to move out of the property effective 1/4/22. At the time of the move out there was an account balance of $5,312.23. The customer was moved out as requested. Aqua has posted the property due to an inactive account with consumption. If ****** is still at the property and using water, they are doing so illegally. The customer can contact customer service at ************ to be moved back into the property. ****** will be responsible but the account balance from when the move out was requested.

  Customer response

  04/01/2022

  [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:I no longer reside in the property,  please send information for payment plan.
  
  Regards,
  
  ***********************
  

  Business response

  04/14/2022

  The account is inactive and has been sent to collections. The customer would have to call Aqua at ************ to request the bad debt be removed and to set a payment arrangment.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aqua North Carolina Inc is my only option for potable water. I can’t build or occupy my house without water. My builder & I have tried dozens of times to set up water meter installation but nobody ever calls us back. This has been going on for SIX WEEKS. Please help me. I don’t know where to turn.

  Business response

  04/07/2022

  A company representative spoke with *** ****** on March 23, 2022, regarding establishing an Aqua water account at *** ** ********** *****, Lot ** Statesville, NC *****. An application for service was emailed to *** ****** on March 23, 2022.
  On March 30, 2022, a follow-up call to *** ****** to review the status of his application.  *** ****** was advised an account was established on March 31, 2022.  A service order was created to have a meter set at the property for the week of April 4, 2022.
  Installation of the meter installation timeframe seven to ten days.  *** ****** was provided a direct contact telephone number if he had any questions.
  An apology was extended to *** ****** for the delay in establishing the account.  Please advise if you have any additional questions or concerns.
  

  Customer response

  04/18/2022

  April 17th, I still don’t have water!!!!!!!
  

  Business response

  04/19/2022

  In response to *** ******’s comments, “April 17th, I still don’t have water!!!!”.  *** ****** contacted Aqua and spoke with a representative on Monday, April 18, 2022, stating that he did not have a meter / water at the property *** ** ********** ***** Lot **, Statesville, NC *****.  The representative shared with *** ****** that the meter was set at the property on April 8, 2022.  *** ***** stated that he did not believe that the meter had been set however, he was just getting back in town and would visit the site *** ** ********** *****, Lot ** with the Builder to confirm and he would follow-up to share his findings.
  On Tuesday, April 19, 2022, *** ****** contacted the representative and apologized stating that the Builder showed him where the meter is located, and he does have water service available. *** ****** further stated that he was not familiar with Aqua setup.  The representative advised *** ****** if he needed further assistance to feel free to contact telephone number provided.  
  Please advise if you have any follow-up questions or concerns.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I suspected we had a faulty water meter based on abnormally larger water bills. The company removed the old meter and installed a new meter (November 2021) and the subsequent bill returned to normal . I have contacted Aqua Ohio Inc. over a dozen times since then seeking credit for the over-charging and they have not contacted me back despite assurances to the contrary. Also, this overcharging by Aqua Ohio resulted in abnormally larger sewer bill (my local sewer dept. charges based on a three-month aggregate water bill) which they will not credit until the have written acknowledgment from Aqua of the faulty meter. I was told by a customer service rep. from Aqua Ohio that the results of the test were completed on February 4, 2022, and I still have not been told the results of that test, despite being told I would receive a phone call from a manager AND receive a letter within days of the results of the test.

  Business response

  03/17/2022

  March 17, 2022
  BBB ********
  I called and spoke to the customer at length March 16, 2022, regarding his comments on the BBB complaint.  There were many issues here that needed to be addressed. The customer Is disputing charges, believing that the meter wasn’t working properly. The meter was removed form the property and sent to be bench tested. The meter passed the test, but the customer was never notified of the results of the bench test.
  I was able to get a copy of the bench test results and they’ve been sent to the customer via email, as well as through USPS mail. I also spoke to the customer at length and discussed the high consumption.
  I believe the consumption the customer was charged is correct and explained to the customer that since they couldn’t locate any leaks that it may happen again. I also sent the customer a leak adjustment form and advised that should they find something in the near future we would certainly review the account for possible adjustment on the one highest bill.
  We went over all the places water can be lost. The customer is aware of what to look for, although customer is not convinced about the high consumption. Apologized the customer for difficult time the customer had trying to resolve the problem with his billing.

  Customer response

  03/21/2022

  [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

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a complaint about Aqua America in Illinois. I received a letter from Aqua regarding my water bill. It stated that I needed to pay $170 to restore my payment arrangement. I did so. On March 1st at around 10 am Aqua shut my water off. I immediately called and was told that there was a shut off scheduled due to my garbage bill being past due. I never received any letter regarding this. The company refused to work with me at all despite the previous payment being made. My water is still off, they want the full amount on both accounts despite me keeping the payment arrangement and informed me that they wont come turn the water back on even if I pay for two or three days. Its unconscionable.

  Business response

  03/07/2022

  Aqua is very sorry that the customer had to experience being without water. However, our records show that we mailed a letter on February 8, 2022, stating that we have not received the payment required on their payment agreement. It also mentions that a payment of 170.62 must be made to continue with the payment agreement and  they should contact Aqua to provide proof of payment to continue with the payment agreement. On February 9, we mailed a shutoff notice scheduled for February 23, 2022 in the amount of $520.36. We did not receive a call regarding this  notice or to check if there was an issue with the account related to any payments made. ***, Aqua' s vendor, made 2 attempts to call the customer at **************** days after the due date to notify them of the past due balance. These calls were made on 2/11/22 at 6:00 p.m. m. and 2/14/22 at 9:01 am. We did not receive any calls from the customer to continue with the payment arrangement, despite all attempts the company made to contact the customer until the water was turned off. On 3/1/22, the water was turned off at 10:50am.  due to  payments related to their sewer bill. We received a call from the customer on 3/1/22 at 11:16 am.  reporting no water and the customer service representative explains to the customer the reason for no water. The customer was informed that we did not receive his payment for January and February scheduled on his payment agreement.  The representative explains to the customer that they must make a payment of $374.74 for the reconnection. Customer says he can't pay until Thursday 3/3/22 and immediately asked to speak to a supervisor and told him he can't pay until 3/3/22. On 3/2/22 at 10:00 am, the customer  contacted Aqua to reconnect services and makes a payment of $374.74 on the sewer account for the reconnection of the water. We inform the customer that the water cannot be turned on until the next day, which we did at 11:28 am. The company's policy is to restore the water the day after payment is made and we never let the customer wait two or three days for reconnection. We are sorry for the inconvenience of not having water and we are waiving the $25.00 reconnection fee as a courtesy due to the issue the customer experienced.

  Sincerely,

  Aqua Customer Operations

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sewage backed up into my basement causing major damage/mold and as a result my basement had to be gutted which I did myself and I had to call in a mold remediation company to come in and kill the mold throughout my whole house. I am now left with a gutted basement. The issue was cause due to my waste line shutoff being shared with my neighbor in which we just found out about in 2021 and he had work done to his grinder pump before we found out that we shared the shutoff. My front yard was excavated when they were searching for the shutoff in which aqua should have already known that the shutoff was shared. Aqua has since said that they were going to split the shutoff but have still not done this since 2021. I am seeking for aqua to split the shutoff valve like they said they will do so that my neighbor and I have our own, money given for the mold remediation, compensation to have my basement fixed and my front yard reseeded so the grass can grow back since this was all done to no fault of my own.

  Business response

  03/02/2022

  The customer must contact Aqua to file a Claim. The Claim will be reviewed and investigated by the appropriate department. The customer will then receive the Company's final position regarding the claim.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently bought a house in ********* **** and aqua is the only provider for water service. At my former residence the water and utilities were together, provided by the city. Here, the water is separated from sewer and trash but nobody told me that, so, when aqua showed up to turn it off, I informed the tech that I do not receive a ****. They wrote an account number for me to pay the past due amount, but never mentioned that the billing address was not the same as the service address. This happened in September, today, aqua returned to turn off the water service and gave my fiance the account number AGAIN. We had just paid the utilities a month ago, so, I knew we couldn't be 3 months past due, so I called to find out why they didn't send me a **** and was informed that it was not in my name. Then, they asked me when I closed on the property and informed me that I would be charged back to that date (May 17), plus a 35$ "turn on" fee (no gap in service, however). They also informed me that the amount I paid to this account would be reimbursed to the previous owners, even though I paid it!! I have no recourse and no other options, they have monopolized the public water of this area, I have to bow to their will, or they will turn off my water and send me to collections. Please help!

  Business response

  03/17/2022

  March 7, 2022
  BBB ******
  Called the customer and left a voice mail asking the customer to return my call.
  March 8, 2022, called the customer again and now answer, I didnt want to leave another message, so I sent the customer an email and am waiting for the reply.
  I was able to finally speak with the customer and he was able to explain that he didnt realize that he needed to sign up for service. He did make a payment to the account but was given the previous customers account number. Therefore, when the payment posted it posted to the wrong account.
  The customer was able to tell me which card was used to make the payment and I have requested the funds be transferred from the inactive account to the active account in the customers name. I will monitor the account and let the customer know once the transfer has been completed.
  
  
  l us why here...

*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. ↩