Complaints

• 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

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aqua is our only option for water and sewer. Aqua falsely charges customer sewer per gallon based on how many gallons of water are sent to the house. They do NOT measure the amounts of water sent into the sewer. Therefore we are paying MANY gallons for sewer usage that we are not using. Examples of water not sent to the sewer; water used to fill up pool, water used for irrigation and watering plants, water used for power powerwashing the house, driveway and patios. This needs to be stopped. It is absolutely not fair and should be illegal to force customers to pay for gallons of sewer usage they did not use! I called aqua and they refused to do anything about by it. They told me they would have someone contact me about putting in a meter on the sewer(that I would have to pay for, pay for the install, pay for it to be inspected and pay a monthly fee for it) The next day they emailed me a form about installing separate service for irrigation. This IS NOT what I asked for and NOT what they told me. If Aqua is stealing money from customers for sewer usage they are not using using they should be stopped forced to install sewer meters for all their customers. Also it is close to impossible to get them on the phone, and if you do it is just a call center person that cannot do anything and won't let you talk to a manager.

  Business response

  10/17/2023

  Aqua North Carolina, Inc. (Aqua) is responding to the complaint forwarded from your office regarding **. ***** customer complaint regarding sewer billing.
  **. **** established the account at **************************************, Wilmington, NC ********* effective September 1, 2020.  Aqua provides both water and sewer service to the residence.
  The North Carolina Utilities Commission is authorized by statue to set rates for Aqua North Carolina and other utilities within the state.  It does so after receiving evidence regarding Aqua's operations and public customer hearings in which customers are encouraged to attend the public hearings and voice their opinion.
  The rate case that was approved effective October 26, 2020; outlined in Aqua North Carolinas tariff the wastewater service was converted from a monthly flat charge to volumetric billing using water consumption for billing sewer service (Attachment APPENDIX B-3).
  Aqua North Carolina most recent rate increase was effective June 5, 2023 (Attachment APPENDIX B-3). Customer notices were mailed 30 days prior to the effective as required by The North Carolina Utilities Commission.
  **. ***** billing concerns has been documented in Aqua's customer database. **. ***** account is being billed based on Aqua North Carolina, Inc. tariff. 
  Aqua has two customer service call centers, one is in Cary, North Carolina and the other is in Kankakee, Illinois. 
  When a customer contacts Aqua customer service center and speaks with a customer service representative and their concerns are escalated to a supervisor it is possible that the customer will receive a call back within 24 to 48 hours if a supervisor is not available.
  In reviewing **. ***** account, on September 28, 2023, a senior customer service representative attempt to reach **. **** on behalf of the supervisor however, there was no answer, and a voice message was left for a return call.  There is no documentation that a return call was received.    
  Please advise if you require additional information regarding **. ***** customer complaint

  Customer response

  10/28/2023

  Aqua response is nonsense. They did not listen to me at all. They told me they would send me a form to have a sewer meter installed. Instead they sent me a form to have a new water system installed for irrigation. They lied to me are are stealing $ from customers. Customers should not have to pay sewer per gallon without the amount going to the sewer being measured. This is robbery. Aqua like most giant corporations, spews out nonsence responses and does not care at all about humans all they care about is squeezing every cent out of people they can be it illegal or not.  

  Customer response

  10/28/2023

  Aqua response is nonsense. They did not listen to me at all. They told me they would send me a form to have a sewer meter installed. Instead they sent me a form to have a new water system installed for irrigation. They lied to me are are stealing $ from customers. Customers should not have to pay sewer per gallon without the amount going to the sewer being measured. This is robbery. Aqua like most giant corporations, spews out nonsence responses and does not care at all about humans all they care about is squeezing every cent out of people they can be it illegal or not.  

  Business response

  11/22/2023

  Aqua apologizes for the delay in responding. Aqua does not install meters on sewer accounts. The customer was sent information about installing an irrigation meter, which at this time the best option for the customer to avoid paying sewer charges for pool filling, landscaping etc. Irrigation meters are installed at customers expense and require annual backflow testing. 

• 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.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our subdivision sources its water from a private company, Aqua America. We have over 300 homes here. Over the course of this year, we have experienced 6 full water outages, including the most recent outage that began last night around 6:00 PM. It is now 1:00 PM the following day and we still have no water. This is an unhealthy and dangerous situation. Neighbors have reported more than a dozen incidents and follow up calls, to which no ETA is given and no offer for credit or reimbursement of services. As for my family, we have no choice but to rent a hotel room so that we can shower and use toilets.

  Business response

  09/22/2023

  This is an important notice from Aqua sent 09-20-2023, to customers living in the ******* ******** TX******* water system.  Due to ELECTRICAL ISSUES, Aqua is notifying all customers to boil their water prior to consumption in accordance with Texas Commission on Environmental Quality rules.  Water should be boiled prior to consumption including drinking, washing hands/face, brushing teeth, cooking, ice making, etc.  Children, seniors, and persons with weakened immune systems are particularly vulnerable to harmful bacteria, but all customers should follow these directions.  To ensure destruction of all harmful bacteria and other microbes, water should be boiled and cooled prior to use. The water should be brought to a vigorous rolling boil and then boiled for two minutes.    In lieu of boiling, you may use bottled water or obtain water from some other suitable source for consumption.  Once the boil water notice is no longer in effect, Aqua will issue a notice to customers lifting the boil water advisory in a manner similar to this notice.  Please share this information with all the other people who drink this water, especially those who may not have received this notice directly.   We apologize for any inconvenience and thank you for your patience.    Please call Aqua at ************ if you have any questions.  UNPLANNED POWER OUTAGE.  Customer's bills will not reflect usage during the power outage based on low/no water flowing through their meters (consumption)

  Customer response

  09/22/2023

  [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:
  This is an automated response that they send to every customer during outages. I’m certain of it because I received this exact message no less than 6 times this year, every time they have an outage. It resolves nothing and doesn’t address the recurring outage issue. 
  
  Regards,
  
  ***** *******  
  

  Business response

  09/26/2023

  This is an important notice from Aqua sent 09-20-2023, to customers living in the ******* ******** TX******* water system. Due to ELECTRICAL ISSUES, Aqua is notifying all customers to boil their water prior to consumption in accordance with Texas Commission on Environmental Quality rules. Water should be boiled prior to consumption including drinking, washing hands/face, brushing teeth, cooking, ice making, etc. Children, seniors, and persons with weakened immune systems are particularly vulnerable to harmful bacteria, but all customers should follow these directions. To ensure destruction of all harmful bacteria and other microbes, water should be boiled and cooled prior to use. The water should be brought to a vigorous rolling boil and then boiled for two minutes. In lieu of boiling, you may use bottled water or obtain water from some other suitable source for consumption. Once the boil water notice is no longer in effect, Aqua will issue a notice to customers lifting the boil water advisory in a manner similar to this notice. Please share this information with all the other people who drink this water, especially those who may not have received this notice directly. We apologize for any inconvenience and thank you for your patience. Please call Aqua at ************ if you have any questions.  Date Reported: Sep 20 2023 11:04AM
  Division: TX - East - Spring Northeast
  System: ******* ******** Water
  Zip Code: *****
  Disruption Type: Unplanned-Power Outage
  Event Begin Date: Sep 19 2023 11:30PM
  Event Estimated End Date: Sep 22 2023 6:00PM
  Estimated Duration: 4-12 hours
  # of Customers Affected: 101-500
  Customers Notified: Yes

  This information is provided from our TXDisruption Map as well as the GIS Advisory that update continuously.  There is no other information that can be provided at this time.

  Customer response

  09/29/2023

  [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:
  It does not address the number of outages and the lack of service from Aqua. The response they provided is an automated response about a boil notice and does not address the underlying issue. What is Aqua doing to remediate the large number of outages that have occurred this year? The majority of outages are due to power failures at their facility. What are they doing to address that? Since I filled this complaint, there has been another outage as well.
  
  Regards,
  ***** *******
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second complaint. How did I go from using 1, 900 gallons of water to 3,000 gallons in July 2023 and 4,600 in August 2023. They are being allowed to price gouge me and no one is listening. My next step will be legal action because this is FRAUD. I AM THE ONLY ONE THAT LIVES HERE. I WORK 40 HOURS A WEEK. How can I possibly be using this much water!!!!???? This is "effing" ridiculous. Since there was no penalty last time, they are now beside themselves with this thievery. I DO NOT water my grass. The Aqua technician claimed I didn't have a leak and the meter was working so this means they are just plain robbing me at this point. I am frustrated and trying to find another water carrier in my area.

  Business response

  09/25/2023

  An Aqua representative has reviewed ***.*****’s complaint regarding an increase in monthly consumption.  A thorough reviewed of the daily usage shows that ***. ****** daily consumption during the current bill period August 2, 2023, through August 31, 2023, shows total consumption for the bill period 4,600 gallons for 29 days of service equates to 158 gallons per day. The consumption continue to increase.
  
  Overall, the consumption from January 2023 through August 2023, shows that the consumption is fluctuating each monthly, consistently showing there are specific days during the billing period that there could be an ongoing internal problem at the residence.  It is possible that there may be a plumbing issue such as a flapper seal issue, flush valve, rod or dipping faucet.
  
  An Aqua representative visited the property July 27, 2023, and check for visible leaks, and none were found, the meter is working as design. It is suggested that **** ********* have internal plumbing checked however, it is the customers choice to pursue. 
  
  Attached for your review is the daily log that shows consumption that registers on the meter.  The log shows that August 8, 2023, through August 15, 2023, and August 19, 2023, through August 31, 2023,the consumption on the meters increased.
  
  A copy of the daily log and account history will be mailed to *************** for her records.
  
  If *************** finds that there is an issue at her residence and depending on what the problem identified, Aqua does offer a onetime leak adjustment providing that documentation is provide once repairs are completed.  Attached is a copy of the leak adjustment form that outlines eligibility for a onetime leak adjustment.
  
  Aqua North Carolina filed an application with the North Carolina Utility Commission (Aqua's regulators) requesting a rate increase to cover heightened actual costs of service for all customers in Aqua's service territory in June 2022.  The North Carolina Utility Commission issued its final Order approving a rate increase on July 31, 2023, with an effective date of June 5, 2023.   The Order required that a customer notice be issued to all Aqua North Carolina customers informing them of the new rates.
  
  The customer notice that was mailed to ***. ****** is listed as an attachment.  *************** can also contact Aqua's customer service department for more information at ************ Monday through Friday, 8:00 AM to 5:00 PM.
  
  Attachments (4)
  

  Customer response

  10/03/2023

  [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 have not had this issue prior to May 2023. There is no way only one person is using that many gallons of water per month.

  A good man obtains favor  First, it is God who makes him good; for every child of Adam is bad till the grace of God changes his heart. Secondly, while he walks in the path of obedience he increases in goodness, and consequently in the favor of the Lord. Proverbs 12:2

  He that diligently seeks good procures favor: but he that seeks mischief, it shall come unto him. Proverbs 11:27

  Good understanding giveth favor: but the way of transgressors is hard. Proverbs 13:15
  
  This matter is in the hands of a higher power.
  
  ***********************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ongoing bill that is much higher. Paying triple in one month vs. 3 months. This company needs to be regulated. They are price gauging customers.

  Business response

  09/15/2023

  7/20/23 ***** called and asked why she has two Aqua accounts. The CSR advised one was for the water meter and one was for the fire line. The CSR offered to link both accounts for billing and the customer disconnected the call. 
  7/28/23 ***** called due to high consumption. The CSR provided instructions on how to check for leaks. The customer stated no leaks were found.  The CSR created a work order to check the meter.  
  7/31/23 An Aqua technician visited the property and reported that the low flow indicator was moving. The technician informed the customer that there may be a leak and advised to contact a licensed plumber to inspect for leaks. 
  9/7/23 ***** called regarding her fire line account. The customer asked why her balance was $14.24. The CSR advised it was because she missed the August payment so the balance was for both August and September. 
  9/7/23 ***** called regarding her water account bills. The customer asked why she was charged more than $7 per month as she was told. The CSR advised she is charged around $7 for the fire line account, not the water account. The customer requested to have the two accounts linked but wasn't able to do it herself online. The CSR offered to help her link the accounts over the phone, and the customer declined and disconnected the call. 
  The customer's bills are based on actual reads and are considered correct as rendered. The fire line is required by the township and is the customer's responsibility. The customer experienced high usage on her water account for 2 months, but usage decreased around the beginning of August which indicates the leak may have been repaired. Aqua does not provide leak adjustments but does offer payment arrangements to help assist in paying bills, if needed. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aqua has increased the water pressure at the street so high that it has caused hot water heater pressure relief and expansion tank failures resulting in water leaks in the home. They have offered to do nothing to resolve it and are telling homeowners to pay to have a pressure control valve installed to lower the pressure

  Business response

  09/15/2023

  9/7/23 ***** called to report high pressure. The customer stated he had a plumber at the property due to a leak and the plumber reported pressure of 95psi. The *** advised the property should have a pressure reducing valve.The customer stated he has not had a *** in 35 years. The customer requested to have ********************** come install a *** at the property. The *** advised the *** is required in high pressure areas, and it is the customers responsibility to install and maintain.
  
  Per the attached PUC approved tariff (pg 63/90), a pressure reducing valve is required on the domestic service line when the pressure on the Companys distribution system exceeds 80psi. The *** is the customer's responsibility to install and maintain. The pressure is high in order to provide service to all customers in the system. The customer may need a second *** or one specifically designed to handle high pressure. The customer should contact a licensed plumber for proper installation of the correct ***. 

  Customer response

  09/18/2023

  [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 failed to notify hundreds of customers that a significant increase in street pressure could require PRV installation. I have had several neighbors report thousands of dollars in damage and repair cost as a result. On neighbor had his water meter (rated at 150psi) fail and flood his basement. Another neighbor with a hot water heater expansion tank (rated for 140psi ) explode and dump water in his basement. Several neighbors report failing hot water heaters as result of excessive high pressure. Aqua made no attempt in advance to prevent thousands of dollars of damage to homeowners who they service. Where is the accountability? This is a public safety issue when 140degree hot water is subjected to street pressure well in excess of 100 psi. Aqua needs to fix the problem at the pumping station with a system pressure regulator of some kind rather that have hundreds of individual customers having to absorb costs. 
  
  Regards,
  
  ***************************

  Business response

  09/25/2023

  Per the attached PUC approved tariff (pg 63/90), a pressure reducing valve is required on the domestic service line when the pressure on the Company’s distribution system exceeds 80psi. The PRV is the customer's responsibility to install and maintain. The pressure is high in order to provide service to all customers in the system. The customer may need a second PRV or one specifically designed to handle high pressure. The customer should contact a licensed plumber for proper installation of the correct PRV. 
  
  Customers in the neighborhood who are experiencing high pressure should have a pressure reducing valve installed if they do not have one already. Aqua recommends any customers experiencing pressure above 80psi to have a licensed plumber install a PRV. It is the customer's responsibility to install and maintain the PRV. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over the last six months, Aqua has charged me over 1200% of my monthly charges without any contact or ability to contact to investigate or dispute this.

  Business response

  09/12/2023

  9/6/23 Aqua received an email from ***** stating his bill is 400% higher than last year. The customer service representative responded to the email and sent a High Consumption Brochure with information about how to check for leaks. 

  If ***** would like to further dispute the high bills, he should call Aqua at **************, confirm that no leaks were found, and request to have a technician visit the property to check the company's equipment. If the technician finds no problem with the meter, ***** should contact a licensed plumber to inspect for leaks. 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Aqua America back in late May 2023 inquiring if there was PFAS (Forever Chemicals) in our community well and they confirmed that the well did in fact test positive for PFAS. I spoke with both Jennifer (I don't have her last name) and ***** ******** at the Cary, NC office. Aqua America dropped the ball and they have not sent any type of correspondence to those in Simmons Heights (my community) to inform everyone of the community well testing positive for PFAS. Per ***** ********, her director has stated that Aqua America is prioritizing installing a filter on the community well, but she cannot provide a date as to when it will be done by. She said it could take several months. In the interim, our water is toxic and Aqua America has not offered a solution. I have spoken to ******** and a rep advised me that they are providing water and filtration kits to residents within affected areas. However, being that our community well is maintained by Aqua America, the water and filtration kits should be coming from Aqua America.

  Business response

  09/11/2023

  Aqua North Carolina, Inc. (Aqua) received the above-reference customer complaint from your office.  In acknowledging **** *****’s correspondence, she references several concerns related to recent inquiries with Aqua representatives.

  Customer Comment: “Aqua America dropped the ball and they have not sent any type of correspondence to those in ******* ******* (my community) to inform every one of the community well testing positive for PFAS.

  Response: Aqua North Carolina complies with all enforceable water quality standards. We Aqua provide annual water quality report (Consumer Confidence Reports, or CCRs) to our customers, which includes information about waters sources, what it contained in its drinking water, and how it compares to standards established by the Environmental Protection Agency.
  PFAS currently has a Health Advisory Limit set by the United States Environmental Protection Agency (“EPA”) for PFAS compounds. EPA HALs are non-enforceable and non-regulatory anticipates finalizing the rule by the end of 2023.
  While we’re not required to share our PFAS (Forever Chemicals) test results because there is no regulatory limit on the chemicals, we voluntarily shared local PFAS results in our most recent reports.
  The CCR’s are made available every year by July 1st using previous year’s data. Customers will either receive a Water Quality Report or a bill insert advising customers the report is available on Aqua’s website www.aquawater.com or the customer can contact Aqua’s customer service department and request a copy via email or through the U.S. Postal service.
  Customer Comment: “Per ***** ********, her director has stated that Aqua America is prioritizing installing a filter on the community well, but she cannot provide a date as to when it will be done by. She said it could take several months.”
  
  Response: Aqua has been monitoring the ******* ******* system for **** and PFAS since 2020. Water samples have been taking annually, and in 2022 we began testing quarterly.   
  The Simmons Heights system is currently prioritized for a treatment filter, but installing treatment requires a complex process including extensive engineering plans, regulatory requirements, local coordination and construction. We did explain this information, and the process we’re following, with **** ***** when she called.
  
  For additional information, **** ***** can reference the following websites.
  
  *****************************************************************************
  *********************************************************************** 
  *********************************************************************************
  
  Please advise if you require additional information regarding **** *****’s customer complaint, please do not hesitate to contact our office.
  

  
  

  Customer response

  09/14/2023

  [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 America has NOT provided a mailing specific to PFAS and PFAS being in the water in the community well. It's great that Aqua America does what they are supposed to do in testing the water regularly, but they have NOT sent specific correspondence to everyone to alert them that there is PFAS in the water. It needs to made plain as most people do not pay attention to the reports and readings. Many people do NOT even know what PFAS are.

  Aqua America NEEDS to send correspondence to everyone in Simmons Heights and the additional subdivisions that are on Aqua America Water to alert people of the toxic water. That would be doing your due diligence to alleviate PFAS exposure. Also, everyone needs NON-TOXIC water and/or water filtration kits. Aqua America has completely dropped the ball in ensuring that the public is aware and ensuring that everyone can lessen their exposure to PFAS.
  
  Regards,
  
  **** *****  
  

  Customer response

  12/14/2023

  Dear BBB,

  I understand that the matter is closed. However, it is unsatisfactory that Aqua America has not sent correspondence regarding the PFAS levels to everyone within the community. 
  

  The yearly reports are not a satisfactory means to communicate with the residents regarding toxic water. Many people do not understand what they’re looking at if and when they do look at any of those reports. 
  

  it is unsatisfactory that Aqua America has not been able to provide bottled water as a means of good faith in the interim while everyone is waiting for the longterm solution, which could take another 8 months to a year. So people have to worry about possible PFAS exposure.

  Respectfully,

  ** ***** 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are evidences to prove my water usage from 6/29 to 7/13 was 2618.8 gallons. AQUA overcharged me for 18,000 gallons! It was 7 times of my usage. The extra usage charged to me was NOT mine, which was before I moved in. The meter reading on my service start day was NOT correct. I contacted AQUA regarding this problem many times via phone and email. AQUA never gave me an answer. AQUA does not fit the error on their end, but ask me to pay money that I am not responsible for!

  Business response

  08/17/2023

  Aqua has reviewed the customer account and has confirmed the customer was over billed for 18,300 gallons of water after being moved in using the incorrect read of 171. On 8/17/2023 the account has been canceled and will be rebilled using the correct in read of 354 on 6/30/2023. The customer will receive a revised bill within 7-10 business days. Aqua apologizes for any inconvenience this situation may have caused. 

  Business response

  08/17/2023

  The account has been corrected. The correct in read is 335 as of 6/30/2023. The account has been billed from 6/30/2023 thru 8/10/2023 for 42 days of service for 4,800 gallons. The customer should receive the current bill statement in 7-10 business days.

*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. ↩