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Business Profile

Utility Water Company

California American Water

Headquarters

Complaints

This profile includes complaints for California American Water's headquarters and its corporate-owned locations. To view all corporate locations, see

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California American Water has 10 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/27/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Vendor used estimate reading (rather than actual0 since August 2024 with average 77 billing unit. Then in December estimate jumped to 185 billing unit (which is abnormal since water usage is lower in winter). Customer reached out to the ********************** and they came out to check the meter and fixed reading device.Since billing is on tier rate ($0.6636 for 0-85 unit and $0.9539 over 85 unit) we were over-charged with the 185 billing units in one month rather spread over 5-6 months since August. Called multiple times since early February asking for billing adjustment. Called back again on 3/27 and agent said no adjustment nor provide a phone number for customer to escalate issue.

      Business Response

      Date: 04/03/2025

      Usage was projected from August 2024 to February 5, 2025. On August 9, 2024, the actual reading recorded was *****, while on February 5, 2025, the reading was *****. The customer was billed for 591 units, with 98 units included in the bill dated February 7, 2025. To avoid allocating all the usage to the higher tier of the February 7 bill, we will reallocate the usage accordingly. A revised bill reflecting these adjustments will be sent to the customer on April 4, 2025. On February 4, 2025, we replaced the endpoint on the meter to minimize future estimated readings. We contacted the customer by phone on March 28, 2025, to inform her of these updates and provided her with the direct contact number for our Customer Advocacy Team for any further assistance she may require.
    • Initial Complaint

      Date:09/24/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company is constantly mixing up accounts for us and double charging. After we reach out they tell us the problem has been resolved but it never does. We still receive bills for two accounts on the same address. Theyve told us its been resolved for a year, yet Im still having to email them with their errors. They are not organized and causes such a hassle and inconvenience to their customers.

      Business Response

      Date: 09/27/2024

      Dear Ms. ********************************* was recently contacted regarding a billing error at an irrigation meter located at *****************************************************************

      In response to your inquiry, we have removed all charges from service period 06/30/2024 to 09/06/2024 in the amount of $191.62. Please accept our apology for this error.

      Thank you for the opportunity to be of assistance. We appreciate your business and the opportunity to continue serving you, your neighbors, and our local communities.

      Sincerely,

      California American Water Customer **********************

    • Initial Complaint

      Date:07/16/2024

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:07/02/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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

      Date:06/19/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 06/24/2024

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

      Date:01/28/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:12/13/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:10/14/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:09/21/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:08/29/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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.

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