Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m writing this review this is the worst company ever and has the worst customer service they shut my water off for 175.00 only one month behind not 2 not 3 one month bill was due beginning of July but when I seen my statement it said full amount due aug 8th 420 so I said ok I will pay it then never received shut off notice they saying they sent it out customer service representative ignorant and don’t care saying in PA all we have to do is send it out ok we all know the mail people can make mistakes but ok so I paid the bill full amount 420 aug 1 same day service was shut off at 10AM they tell me I have to wait until tomorrow and the window is 8AM-8PM and someone 18 and over has to be home cause they have to make customer contact so in that case if they have to make customer it should be a better timeframe instead of making the customer sit there for 12 hours waiting on the technician I can’t believe they said that to me so I ask to speak with a supervisor they tell me I have to submit a request to speak with one like are you kidding me the situation just keep getting worst I’m the customer but I have to submit a request to speak with a supervisor I’m frustrated I say ok thinking there going to call me nope 4 o clock comes nothing yet so I call back 40 min hold after being on hold for 20 mins earlier I’m the day and that representative tells me the same thing and on top of this my child is home sick so we needed water but the representative didn’t care saying nothing she can do can’t get me a supervisor they are busy really busy all day can’t call a customer back or get on the phone I can’t believe it if it was another water department I could switch to I would but unfortunately it’s only them in my area and they know that that’s why they treat the customers anyway I can’t believe they treat customers this way

  Business response

  08/03/2022

  7/13/22 The customer was mailed a 10day  shut off notice requesting payment of $175.74 by 7/27/22 to avoid termination of service.
  
  7/22/22 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 6:01pm.
  
  7/25/22 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 8:01am.

  8/1/22 Service shut-off due to non-payment at 9:18am.

  8/1/22 The customer made a payment for $419.87.

  8/2/22 Service restored at 4:18pm

  The customer is billed monthly but pays every 2 or 3 months. The customer made payments on 1/31/22, 4/7/22, 6/7/22 and 8/1/22.

  The previous contact with the customer prior to shutting the service off for non-payment on 8/1/22 was 11/25/20. Aqua provided proper notification to the customer regarding the status of the account. Aqua provided dollar amounts due as well as due dates. The customer did not respond to the shut off notice or phone message causing the water to be turned off. 

  The payment was confirmed and restored within 24hrs which meets the Pennsylvania Public Utility Commission's regulation.

  Customer response

  08/04/2022

  [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:the response is a bad response and not good customer service at all there sitting there saying I pay my bill every 2 to 3 months ok the bill gets paid so why would you cut my service off for only being a month behind once I paid it in June which you clearly said that means the only bill that was owed was the July bill for 175 which I was going to pay on aug 8th when that bill was due this is what I mean with this company there customer service sucks they are bring up the lag time they talked with me on 11/25/20 are you kidding me I’ve never once had my service shut off until now and I thought I was fine cause like u stated I pay every 2 to 3 months and that’s what I do with all my bills and never been shut off but y’all shut me off for only 1 month behind and actually it was even a whole month cause I think the bill was due July 6-8th and y’all cut me off on the 1st like the person who responded to my complaint is only covering there self and company instead of sitting there going back and fourth they should look and say this person does pay his bill and my late fee on top of it and never once been shut off what happened and they didn’t address the supervisor not calling me back until after my water was cut back on but I been asked to speak with a supervisor way before that and just the poor customer service making me wait for a 8-8 appt I still can’t believe that if your technician has to make customer contact then it needs to be a better timeframe but they don’t care about customer service at all as you can tell from this person response b/c like I said in my previous complaint there the only water company and they know we can’t go anywhere else so they feel as tho they can treat there customers bad cause we are stuck and they won’t change which is sad to me b/c at the end of the day we are paying customers and to be treated the way I was treated is bad customer service and that’s the point I’m making address the bad customer service don’t sit there and try to make me look bad saying I pay my bill every 2 to 3 months you don’t know what I have going on but like I said my bill gets paid and I was never shut off until now 
  
  Regards,
  
  *********************
  

  Business response

  08/15/2022

  We apologize for the inconvenience and will provide the customer service representatives with some coaching if needed. As far as the termination, the account met our company threshold in order for service to be terminated. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I talk to a rep and I told them about the situation that I'm in about my husband just went back to his regular work schedule because he was off because he had two sets of 2 weeks of down weeks so he's been off and we are behind on a lot because of that issue and she put me on a payment plan and now on 8-1-22 I got a thing saying my service going be shut off I can't have it shut off because my husband has a medical condition and I have kids. I don't think it's right I m getting lied to.

  Business response

  08/03/2022

  BBB Complaint ID:  ********
  August 3, 2022
  We have reviewed the account and contacted the customer.
  There are 40 payment arrangements on the account that have defaulted. I advised customer that account is not eligible for another payment arrangement.
  I did advise the customer that the account is eligible for a medical certificate. The customer stated that their doctors office no longer does med certs.
  I referred the customer to local Community Action Agency for LIHWAP assistance. I did recommend that the customer start early in the morning, as that's what I am hearing from other customers.
  The service is turned off at this property and the account balance is $1,867.21. Customer may very well qualify for LIHWAP assistance.
  
  I will be following up with customer on August 4, 2022 to see if she could reach LIHWAP

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i can never speak to a person without going through a horrible robot dial-er. im not even an old person yet and i hate these things why are they the default how is it ok for a company who can charge me money show off my water and charge my credit score to put a robooperator that is shotty at best in charge of me getting my issues resolved i have to call their emergency line to ever speak with someone and they are always no help and if you mute your mic and use touch tone it doesn't understand the key presses and after 3-5 failures on their robots part to comprehend me IT HANGS UP! this should not be ok of something so vital to my lively hood and they run a monopoly in most areas pay us or pay multitudes more for the same issues because we own them to something need to be done about this people need water to live i should be able to speak with someone so problems can be resolved in a timely manor or at all honestly.

  Business response

  08/03/2022

  BBB # ********
  August 3, 2022
  I called **************** on August 1, 2022 upon receiving the complaint. The customer was at work and not able to talk. I sent an email to the email on file with the Company. I just noticed there is a different email address on the BBB complaint. I have forwarded the August 1, 2022 email to the email on the BBB complaint.
  In that email I asked customer to let me know what the problem is so that we can work together for a resolution. I also offered to speak with the customer via phone after business hours if necessary.
  The customer has not responded to initial email sent August 1, 2022. We are waiting for customer to reply so that we may resolve the issue.
  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Squatters in my other home have turned on a water account illegally in my home and my name is being used for the account. I want this account out of my name today 7/27/2023 AQUA. Water company is liable for this account in my name they are allowing my name to be used for ********************************'S gain to access water illegally under my name. This account needs to be closed today. I will not be responsible for any bills to Aqua water company.

  Business response

  07/29/2022

  ***** is trying to remove "squatters" by shutting the water off at the property. It is unlawful to use shutting a utility off as an eviction tool. ***** should go through the proper eviction process and provide Aqua with the eviction documentation.

  Customer response

  08/02/2022

  [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,
  
  ***************************
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I filed a complaint with BBB about Aqua on July 21, 2022 but their was a glitch in the system. The complaint # ********. I was told today to refile. I received a bill from Aqua on July 21 for a sewer bill for $2,519.58. I dispute this amount. I can not afford this. If you don't pay they will turn off the water. I talk to Aqua and they told me the balance on the sewer bill balance is $97.61 due 8/8/22. This is unfair, untrue, and crazy. Aqua has been lying to us and telling the employees something else. When I talked to Aqua on July 12 about the total balance on my sewer bill is $97.61. The calls are recorded and documented in the system if this needs to be verified. I'm stressed out over this ! I have been with Aqua over 25 years and something needs to be done about this ASAP!I will be contacting my attorney and attorney general after this. Please help.

  Business response

  07/28/2022

  To whom it may concern:

  Our records show that on February 9, 2022, an Aqua technician visited the property due to a high usage bill complaint. According to the investigation carried out by the technician, there was a toilet that was not working and was running water continuously. On June 15, 2022, another visit was made to the property due to Aqua receiving zero usage readings and it was discovered that a wire was cut on the meter. The cable was repaired and Aqua billed the customer for usage that was not billed due to the cable problem. When a wire is cut on the meter, Aqua is unable to get a reading. Therefore, the customer is responsible for the water bill. However, if the customer fixes the leak and provides proof that the leak was repaired, we may adjust their sewer bill with the municipality.

  Thank You
  
  Customer Care team lead

  Business response

  08/23/2022

  Dear Customer: 

  Please be advise that Aqua Illinois (Aqua) is not responsible for leaks that occur at a customer's property. Customers are responsible for maintaining their service line from the street to the house, their internal plumbing, and all water using appliances. 

  Toilet leaks, water heaters, water softeners, and any appliances or fixtures using water are the responsibility of the homeowner and are not eligible for leak adjustments. 

  The customer will continue to be responsible for paying the monthly water bill throughout this process. The possibility of a credit adjustment will not prevent collection action on current or past-due balances. 

  Please be advised that a leak adjustment is an Aqua courtesy, is not mandated by any tariff and, if approved, the credit will appear on your bill statement. If the adjustment is denied, a written notification of the denial will be sent to the address of record on the

  account. Aqua may only grant one leak adjustment per account per calendar year. 
  
  At this moment, Aqua granted a leak adjustment on your water account as a courtesy for $242.99 and $2,284.55 on your sewer account. No additional leak adjustment will be provided a this moment. Should you need additional assistance for the remaining balance, please contact customer service Monday through Friday 8:00 trough 5:00pm (eastern time).
  
  Thank You
  
  Customer Care Team Lead

  Customer response

  08/24/2022

  [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

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *********************** (account #:***************** accidentally paid Aqua $3815 on 4/11/22 and the bill was $38.15. He has requested a refund of the overpayment via email, online, and over the phone multiple times since April 11, 2022.. The company is still holding his money without a refund and after calling and being on hold for over an hour at least 10 times, we are constantly told a supervisor will call us back. This never happens. On 6/10/22 we were told it would be 4-6 weeks to process the refund, but no refund has been issued. His account is still showing a credit and no refund has been processed. You can't get through to anyone at this company - we are always told a supervisor will call back in 24-48 hours. This does not happen. Should he contact an attorney or news agencies? He has very limited income and this company is impossible to deal with.

  Business response

  07/27/2022

  Aqua apologizes for the inconvenience. Aqua is aware there are severe delays in the refund process. Aqua is working diligently to correct issue preventing the refunds from being processed.

  Customer response

  08/08/2022

  [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:
  
  The water company still has not released the $3800 overpayment from April. We have called the company multiple times including a supervisor who has not returned our calls. This is appalling  behavior from a company that is trying to take over a lot of public water systems in our area.
  
  I guess its time to contact an attorney.

  Regards,
  
  *****************************

  Business response

  08/15/2022

  We apologize for the inconvenience and this refund check was process on 8/11 and placed in the mail.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is 1/16/2022. Dispute is with aqua water company regarding the installation of a new meter after which our bills immediately doubled and tripled. Before the installation of the meter our two-person household was averaging 60 gallons of average daily usage. Immediately upon installation of the new meter our average daily usage jumped to 151 gallons, 173 gallons, 148 gallons, 126 gallons, and our latest one of 230 gallons. Using an internet search I have discovered similar stories in Poland Ohio regarding aqua's new meters. I have attempted to contact aqua's customer support always given a 60-minute wait time and never having the phone picked up. In addition to this plea for assistance I will be writing a detailed letter to the company office and asking for a meter check. I turn to this forum as I did see that aqua eventually responded and we need immediate assistance in this problem. We are requesting a properly functioning meter and repayment of all over paid past due bills. We are asking to be made whole and complete into the past over charging of aqua bills

  Business response

  07/27/2022

  The last contact with the customer was in October 2020. Aqua replaced a stuck meter in February. Usage did increase after the meter was replaced but similar usage occurred on the account in 2019 (see attached bill summary). Average usage per adult is 80 to 100 gallons per day. The meter prior to the exchange may have been running slower than it should because it was aging. The customer can contact Aqua at ************ to schedule an appointment to have the Company's equipment inspected. The customer may also want to have a licensed plumber inspect the property for leaks (ex: toilets, hose bibs). At this time, Aqua cannot determine exactly how the water was used or what may have generated the increase in usage, only that it registered on the meter. Aqua is billing the customer based on actual meter reads and consider the bills to be correct as rendered.
  Aqua is actively trying to manage excessive hold times.

  Customer response

  07/29/2022

  [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:

  The rote, formulaic response from Aqua only reinforces the general public outcry when dealing with this company. I will dismantle their response point by point providing documentation, including but not limited to, Aquas' own submission.

  Point one. *Aqua replaced a stuck meter in February. Usage did increase after the meter was replaced but similar usage occurred on the account in 2019 (see attached bill summary)* REBUTTAL Aqua chooses one 7 month period (out of 54 months that THEY submitted, thank you Aqua for that) four years ago, to attempt to explain their faulty meter beginning with THEIR second highlighted span. (See  *********.PNG attachment) 
  Point two. *Average usage per adult is 80 to 100 gallons per day* REBUTTAL As with all averages, taken obviously from the middle of a Bell curve, there must be included the ends of this average. To get an average of 80-100, there must be those using 200gpd, while others are using 40gpd. Put my 66 year old self and my 91 year old Mother down as those in the lower quartile. Furthermore, we have the aforementioned 54-7=47 months+ of $38, $35, $50, $41 payments, only to have them triple upon the installation of their faulty meter. (See **********.jpg attachment)
  Point three. *The meter prior to the exchange may have been running slower than it should because it was aging.* REBUTTAL You have got to be kidding me. If Aqua thought for a minute WE had a faulty meter, they would be on it immediately. (See **********.jpg)
  Point four. *The customer may also want to have a licensed plumber inspect the property for leaks (ex: toilets, hose bibs).* We have engaged *** ******* of Warren and ********* of Warren, both have found no leaks. My brother is a Union pipefitter who has found no leaks. I am a simple schoolteacher and have found no leaks. The local area is dry as the rest of the USA A LEAK WOULD BE OBVIOUS OF THIS SIZE.
  Point five. *At this time, Aqua cannot determine exactly how the water was used or what may have generated the increase in usage, only that it registered on the meter.* REBUTTAL We agree it "....registered on the meter...". Where we hold Aqua responsible is their inability to provide fair and just goods and services as demonstrated by the faulty meter, lack of timely phone waits (thereby avoiding callers), and the attached formulaic response to an easily solvable problem.....come replace your meter.
  Point six. *The customer can contact Aqua at 877-987-2782 to schedule an appointment to have the Company's equipment inspected.* REBUTTAL YOU ARE NOW AWARE OF THE COMPLAINT, THE ADDRESS, THE LOCATION of the faulty meter. WHY would you require someone to go through that process, when you could generate a work ticket/order with the information provided.
  
  Furthermore, as allowed by law, we will no longer pay above an ADU as per our former bills. I shall initiate first an informal complaint with the PUC, as described below, and as we have received an initial unfavorable response, will carry it on to a formal complaint.
  
  (Your service may not be shut off if you can show you paid the bill or if there is a disagreement (dispute) about the bill. If you do not agree with the bill or your meter readings, you must call or write the utility company and tell them you dispute the bill. Service cannot be shut off until the dispute is settled, provided that you arrange to pay any part of the bill that you do not dispute. But to protect your rights, contact the PUC immediately if you and your utility company cannot agree.
  In other words, if you were not able to settle your dispute with your utility company, you can make an informal complaint by calling the PUC toll free at (**** *** **** or by writing to them at Bureau of Consumer Services, Pennsylvania Public Utility Commission, P. O. Box 3265, Harrisburg, PA 17120. Use of the toll free number, before termination, will provide you with immediate protection against shut off.
  If you are not satisfied with the decision on your informal complaint, you can file a formal written complaint with the PUC. You should receive a formal complaint form from the PUC when it sends you its decision on your informal complaint. If not, you can get a formal complaint form by contacting the PUC.
  Your utilities cannot be shut off during the entire time from when you tell your utility company of your disagreement until a final decision is made, provided you arrange to pay that part of your bill(s) that you don't dispute.)
  
  We, ***** * ***** and ***** * ***** have provided solid, statistical documents and anecdotal evidence, including Aquas' own, to prove beyond a doubt that the exorbitant bills of Feb. 23, 2022 ($218.73), March 15, April 14, May 16, June 16 (20 gallons) SHALL be deemed in error and we demand recompense. 
  Regards,
  
  *********************
  

  Business response

  08/15/2022

  The customer can contact Aqua at ************ to schedule an appointment to have the Company's equipment inspected. The customer may also want to have a licensed plumber inspect the property for leaks (ex: toilets, hose bibs). At this time, Aqua cannot determine exactly how the water was used or what may have generated the increase in usage, only that it registered on the meter. Aqua is billing the customer based on actual meter reads and consider the bills to be correct as rendered. If you feel you need to contact the Public Utility Commission please feel free to as as statement is the same as stated above.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We called our water company to ask them to come look at our water box and meter at the end of May. A crew came out and tested the meter. They ran 17,000 gallons of water through the meter to test it and then they added that to our bill. We called and after weeks and hours, they told us that it was in their maintenance notes that they ran all that water thorugh our meter and their was a defect with their meter and we shouldn't have been charged for that. They told us that the mistake was on their side and we needed to speak to a manager and that a manager would call us back, but we never got a call back. We called again and were told that it was our problem and we had a leak and it wasn't their meter and they owe us for that 17,000 gallons of water. 1. We have proof of the water we have used for the last 10 years 2. We have proof that this is 3 times the amount of water we have ever used 3. We have proof that a maintenance crew came out here to "look at" our water meter and box and that this 17,000 of water occurred directly after their visit 4. We have been measuring our meter and have tested everything we have and we do not have a leak. we have proof of these recordings. We are sure they are being dishonest and are prepared to hire a lawyer to resolve it if it can't be resolved thorugh BBB.

  Business response

  07/26/2022

  Contacted the customer today to discuss the account. The company and the customer came to an agreed upon adjustment to settle the bill dispute.

  Customer response

  07/26/2022

  [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. The resolution as stated by the company's representative was they were to adjust our May 2022 & June 2022 bills to our average monthly usage (~10k gal per month) by crediting our account with the remaining balance value of the over charge (usage discrepancy). 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Talked to Aqua America on July 1 and made a water and sewer payment. I just noticed today they have been charging me $510.00 a month for the sewer bill. I dispute these monthly charges and can't afford to pay this every month. I have been paying this bill for 20 years and never had this type of issue. The sewer bill is around $70.00 a month. The represenative at Aqua said I was under some type of weatherization plan which is not true I have never signed up for any plan in the past 20 years. This is unfair, untrue and ridiculous. If I don't pay it monthly they will turn off services. I dispute all charges on the sewer bill that are on my bill. Please help and thank you.

  Business response

  07/08/2022

  The customer has a toilet that is continuously running. Once this leak is fixed and proof that repairs were completed, Aqua can make the necessary adjustments to the account.

  Thank You
  
  Customer Care Team Lead

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the month of November 2021, there was water leak on my property, This leak was promptly reported. Stakes were installed on my yard but no work has been done for the last seven months. there is still water leak on my property creating a hazardous condition when the landscaping work has to be done. I have personally report this to Aqua many times but I am ignored. The last time I call the representative hanged up on me. It is a stressful and dangerous situation for me. I need Aqua to respect its responsibility for the easement it has and also be a responsible corporate neighbor and repair and return my lot to the condition it was before the leak. I need all the stakes removed.

  Business response

  07/05/2022

  We apologize for the inconvenience. When we received the request we contacted our contractor to make the repair as soon as the weather permits. With leaks, we need to make sure the area is not to wet to potentially cause further damage. The repair has been made on 6/23 and the stakes have been removed as of 7/1. Rarely can we fix a yard the same day we fix a leak because the area is too wet.  Our contractor is aware that they need to fix the yard. Again, we apologize and will complete this as soon as possible. 

*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. ↩