ComplaintsforCalifornia American Water

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a California American Water Company customer. I received my July bill which was considerably higher than any others. I have spent three hours trying to contact them.They have an automated AI system that walks you through verbal prompts. Then, the system just drops you. They do not have local offices. The phone is the only method to reach customer **********************. It is such a poor level of customer care.

  

  Business response

  07/18/2024

  We left a voice message for the customer today explaining that we will be inspecting her water meter on Monday, 07/22/2024 due to her concern with recent high usage.  We will contact her upon completion of the service order.  She can reach our Customer Advocacy Team directly at ************ with any questions or concerns.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello This month, My water bill was 3000 gallons over expected/historic usage. 7900 gal, 12 mnth prev. ave. 4360G, previous bill4800G, last year bill 5200G. (meter was replaced with a new electric 4 months ago.) I called them and was given little info, that 'someone would call me back.' They sent a tech out who claimed that the dial stays steady, there isn't a leak. He stated that he would escalate this to some back of the house person. Interestingly, NO ONE I SPOKE WITH could advise me HOW to read the meter myself.Yesterday, ************************* (tech) called me to let me know she was looking into it, but she apparently my complaint. The follow up was describing intermittent leaks, which the tech verified don't exist. She bumped me off to *************************** (tech). I called ***** this morning, after completing the prescribed toilet leak test (dye in the water, wait and see if it shows up in the tank). Due to my personal beauty standards and medical neccessity, I have changed out the toilets in the house, along with the faucets (the old faucets were cheap and ugly). She began pressing me for WHY i changed the toilets, (Some men experience a situation where their intimate parts contact inner portions of the toilet bowl, and it is gross, so I changed the toilets) And when I described this condition, she EXPLODED and started screaming at me about professionalism, so I said, OK, and she hung up and wouldn't answer. Which seems questionably unprofessional... So I am still left with no answers, no adults to talk to, and no help. They water company stacked my account with an extra 3000 gallons to make some extra money, and they have decided to blame my toilets, which aren't leaking. Please help me get answers, from a manager who knows what their talking about, and if possible, a billing adjustment, as this is EXTREMELY out of character for our home, and our 6 year useage backs that up. I'm a disabled vet, on fixed income, I can't afford arbitrary bumps to my bills like this.

  

  Business response

  07/08/2024

  Our Customer Advocacy Team reached out to the customer on 7/2 and had a lengthy conversation with him. A service visit is scheduled for 7/10. Water *************** has made 3 attempts to contact the customer without a response. We left a message for the customer on 7/8 to inform him of this. Please have customer reach out to us at ************. 

  Customer response

  07/11/2024

  The first tech sent out was not great, but the second guy was professional and wanted to help. He and ***** agreed that 3000 gallons over historic useage are odd, and that the meter could be bad, things happen. Recommendation was made to replace. Then '******' from 'local' a 'supervisor of many things' told me that they arent doing anything about it, denied my request, and try to gas light me about my useage. When questioned about his decision, he said that My useage shows that sometimes I use water throughout the whole day, you know, because I'm a disabled Veteran who is home all day. He claims that not replacing the meter has nothing to do with the companies bottom line and that it was tested so its fine. This will now become a review, so everyone else can know they are not alone when they get what I got. I high bill and a shoulder shrug.

  

  Business response

  07/11/2024

  On July 10, 2024, we verified the read to be accurate and inline.  In addition, we verified there was no movement on the meter, which is good news.  The meter was replaced on 09/18/2023.  Meters are tested for quality and accuracy by the manufacturer prior to being distributed.  We offered to have Water *************** perform a free house visit for the customer, which he declined.  We will continue working with the customer within guidelines to come to a resolution.

  Customer response

  07/12/2024

  
  Better Business Bureau, 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The water pressure coming to my house is elevated at a dangerous and illegal level. This morning it was 180 psi (see pic) (normal is 45-80psi). Many times I have had to: meet and pay leak detectors and plumbers, repair and replace damaged plumbing, take time off, drive and call to obtain repair parts, pay for repair parts, go without water for several hours or days, pay excessive water bills and stop watering areas with repeated leaks, killing off landscaping. No residential plumbing can withstand the pressures that they are sending to my property. I repeatedly contacted Cal American Water, and they have provided no help except last year reimbursing me for a pressure reducing valve which cost over $800 and has just failed less than a year after installation (the third such valve I have tried). Previously they stated they would install a pressure reducing valve in their line before my meter, but didn't. My water meter is located about 400 feet away, uphill from the house, which may contribute to the pressure, and they previously stated they would move it, but did not. Two days ago my neighbor called them because there was a huge 30ft geyser (see pic) on the property due to a 1/4 x 1/2 inch break in the 2" copper pipe at a joint, displaying the high pressure. All they did was hang a note on my door stating that there was a broken sprinkler (there are no sprinklers within 50 ft--they didn't even investigate it). They stated that there is nothing that they can do about the high water pressure and they did not know who was in charge of engineering or who might be able to help. There was no supervisor call back as I requested. They seem to have keep no records of my calls They are breaking water pressure laws. They must prevent excessive pressure from coming to my property and supply the remedy, if pressure becomes excessive. They need to reimburse me for the expenses I am incurring this week for again paying a plumber to repair a leak and place pressure reducing valves.

  

  Business response

  06/24/2024

  Customer submitted a duplicate complaint via the California **************************** where we will address the concern.  Thank you.

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was made to pay my bill on line so now everything is online for payments but for the last couple of months i have not been able to accesses my account I have tried to call no one answering I go to the direct brick and mortar office is now closed until further notice I just want to pay my bill it is difficult to pay when one cannot access ones physical bill and cannot get answers only told wait until further notice thank you

  

  Business response

  01/30/2024

  Our Customer Advocacy Team reached out to the customer on January 30, ****. The customer confirmed he was able to log into his online account to submit the payment.  The customer was no longer in need of assistance.  The customer has the direct phone number and email address of our Customer Advocacy Team should he need additional assistance in the future.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Resident of Monterey County, **. Recently received a bill from CalAm, our local water utility company. For the past two months, they claim our meter was reading high-usage, to the tune of 45gpm (gallons per minute). We were not made aware of this until a week after the leak stopped on its own. They claim that their regional office across the country has recently been about a month behind in regards to getting high-usage alerts out. A similar incident also occurred last year, albeit for a shorter time period, also with no explanation for a leak of any type, despite thoroughly checking everything in and around the house. CalAm allows 2 unexplained high usage forgiveness REQUESTS every few years. I can apply for this request, but if its accepted and the same thing happens next year, I have no recourse. CalAm has been nothing but unorganized, incompetent, dismissive, unresponsive, and borderline deceptive. A month after the leak started (before we had any idea), a service ticket was created to come check the issue (as far as Ive been made to understand from a supervisor at CalAm), however this ticket was cancelled with no explanation and I have been unable to gather any additional information aside from the creation of said ticket. The bill is for 53k gallons of water over the course of 2 months, which comes to approximately $3900. We live in a rental that is barely 650sq feet. We are obsessively vigilant about our budget and utility usage, and believe this is either a software issue with the particular model of water meter being used, or outright fraud.I am currently in contact with an attorney regarding our options for moving forward, as well as several local media representatives, and am making sure to report this to every possible outlet for documentation.

  

  Business response

  03/05/2024

  An inspection of the customer's water meter on September 05, 2023 verified movement on the customer's side at the rate of 1.64 GPM.  The property owner was made aware of this and stated they would make the necessary repairs.  **************** met with the customer in January of 2024 and was made aware the customer has a manual irrigation timer on his hose, which he did not allow us to check. A toilet leak was discovered during a recent Water Wise House Call.  The repair was confirmed on March 01, 2024.  The customer will apply for a leak adjustment.  Customer is in contact with ************* Should call ************ regarding status of his adjustment request.

• Initial Complaint

  10/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Worst ever I defy you get a person or answer or anything We will shut off your service and NOT allow you pay unless using the failed ONLINE service only.I asked how hard is it for me to comply and Offer money.Nope. you must use the online Nit working system only. WANT to pay them however non working system.Take my money I offer it freely yet how about I want to pay you or talk to anyone that will simply accept it Should not deny paying customers the right to simple utilities.As I want to pay you but your systems are so reprehensible to GiVE my money or pay.

  

  Business response

  11/02/2023

  Our Customer Advocacy Team attempted to reach the customer at ************.  A message was left and an email was sent to the customer at **************************************
  
  If the customer is still in need of assistance, please have him contact our Customer Advocacy Team at ************ or at **************************************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  American Water Resources was supposed to send me a reimbursement of $231 for an overpaid bill from May, the reimbursement was reflected on my June bill. I never received the check, and when I called them July 19th, they stated they would re-issue the checks. I didn't receive those either and called again on July 26, and they said they would research and get back to me. I never heard back and called them again on August 21, at which point they said the check(s) they sent were cashed. *** asked for a copy of the cashed check, because I am not the one who deposited it, and they have not sent me a copy of the cashed check or the reimbursement for the overpayment, even though it's reflected on my bill.

  

  Business response

  11/27/2023

  The consumer has not responded to our last three attempts to communicate with her.  

  On 10/05/2023, we left a message for her at ************; no response from the consumer.  On 11/02/2023, we made another attempt to reach her via phone.  We were unable to leave a message, so an email was sent to the consumer.  We have not heard back.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our water meter was apparently not working properly since the end of last year, so CalAm began to estimate our bills before fixing the meter in the spring. I disputed our February and April bills, as they were much higher than they should have been, and received a credit for the April bill, but have gotten nowhere regarding the Feb. bill.On 7/24, I received a voicemail from someone named *****, from CalAm. In her message, she said she had generated a new estimate for the Feb. bill, based on our usage after the new water meter had been installedbetween 4/28 and 6/21. The problem with that, though, is that our irrigation was not on at all in Feb. We were getting a LOT of rain in Feb. and werent using our drip system at all. Also, I was collecting water from our rain barrel and using that wateralong with water from shower bucket and jugs of tap water captured from the sink before it warmed up to flush the toilet. We werent using as much water in Feb. as we were between 4/28 and 6/21, but the water usage chart on our bill for Feb. showed an est. water usage amount MUCH higher than the usage shown for Dec., Jan., or March. I called her back, using the phone number she left for me to contact her if I had any questions, but wasnt able to reach her. I tried email her as well, but got no reply.When I compared the est. bill for this Feb. with last Februarys bill, I noticed that they matched; did she really calculate a new estimate? Our actual water usage for this year was much lower than for the corresponding periods for last year. Our actual usage, per CalAms usage chart, shows that our usage for 12/22 and 1/23 (which were supposedly based on actual measurements from our working meter) was much lower than what was used in 12/21 and 1/22. Our 12/22 usage was about half of the 12/21 usage and our 1/23 usage was 1/3 of the usage in 1/22. Regardless of howor ifour February water usage was recalculated, we have not received any adjustment to that bill.

  

  Business response

  11/28/2023

  We left a message for the customer at ************ (phone number on file) requesting a return call so that we can discuss case.  Also, we sent her an email as a second attempt to contact her.

  Please have her call our Customer Advocacy Team at ************ so that we may provide assistance.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  California American Water I received a bill in July, 2023 in the amount of $184.56 for 850 gallons usage. I contacted American Water and advised them no way I used that amount of water in a months time. I requested to have my meter reread. The technician came out . The water meter was broken. I was told when they arent able to read meters they let the back office know and they just estimate water usage. American water had been estimating my bill over the last 9 months, which is not fair to me because again I do not use as much water as my bill says. There are no leaks on the premise. Technician came out read the meter it was broken, therefore also replaced 3 days later(by the way this occurred in July). I was told ok they would go back as far as 6-9 months for possible credit. In the meantime they placed my account on hold and I agreed to pay $84.56 partial payment. I received my August 2023 bill that was $204.80 in $100.00 owed from July bill and August **** ******, I paid the bill usage of 404 gallons of water again no way I use that amount of water. A case #********** was open and closed with no action taken.I called American water several times b4 calling them again today to check on resolutions and thats when I found out the cas was closed but my account is on hold until 9/5. However I seems like I am not going to get an adjustment. The last representative I spoke with ***** on August 22, 2023 11:30ish to open a billing case#********** for billing dispute. Also asked and is currently awaiting a call from a Supervisor within 24 hours. This is the 2nd time this has occurred, the last time I was billed for ***** gallons of water usage for 1 months bill in 2022 and the bill was around $240 for 1 month, pretty ridiculous for a residential customer. I do have sprinklers and they are working properly an are time at only 2minutes and are no ran daily. I ask for immediate resolution on this matter.******************************* ************

  

  Business response

  01/02/2024

  On September 13, 2023, we reallocated the water usage for period May 24, 2023 to July 16, 2023 (54 days) resulting in a credit of -$109.97, which reflected on the billing statement dated September 27, 2023.  
  
  Our Customer Advocacy Team can be reached directly at ************ with further questions or concerns.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Incident: 8/21/2023 Cal American Water had misconstrued my account with that of another and had billed me for nearly $500 of services. My normal bill is about $100 a month; the most recent payment I made was in June 2023. I believe their billing error botted my account status to "shut-off"; I have the most recent invoice from Cal American Water that is indicative that my total amount due for my account is $217.39 (total amount due plus $10 to restore services the same-day). I paid a total of $225 at 2:56 PM PST. Per the invoice I have in hand, to restore your services the same day, you need to have made the payment before 3:00 PM PST. I met that criterion. When I called to see when my services would be restored at 2:58PM PST (I have proof of this), I was told "the next business day" by ******, after having waited nearly 30 minutes for an agent. She informed me that my failure to call Cal American Water back by 3:00PM PST (I have no control over their long withstanding hold times) and to speak to a representative before 3:00PM PST meant that I would have to wait another business day. I reiterated how 1) I did make the payment on time and 2) how the shut-off notice wasn't indicative of the customer (that being me) having to call Cal American Water back to verify the payment was successful, 3) ensure the representative I speak with has a work order in place in order for my home's water services to be restored. ******, who provided the absolute worse service, didn't validate any of the aforementioned and essentially told me that I was ***. She refused my requests for a supervisor, so I hung up. I was then able to call back and get ahold of a supervisor (who spoke with myself and my husband). ****** completely disregarded my needs; resulted in numerous calls afterwards to stake our case to upper management. My water panel now appears to be submerged in water. This company isn't honoring their policy. We are a family of 7, this is very sad.

  

  Business response

  11/28/2023

  We attempted to contact the consumer at her phone number on file of ************; however, there was no response and we were unable to leave a message, as the mailbox was full, so we sent an email to her at ********************** asking her to return our call.

   

  Please have customer call our Customer Advocacy Team directly at ************ so that we may offer her our assistance.

*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. ↩