ComplaintsforCalifornia American Water

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to resolve a bill that was sent to collections. The first time I called, someone by the name of ***, said she fixed the issue for me. Apparently when we switched the account from me to my mother, it was done incorrectly. We were being billed twice. I thought it was resolved until I received a collections bill in May 2023. I called again and this time, no one was able to give me a clear answer as to why I have this outstanding bill. My mother has been paying the bill since the switch in July. This alleged final bill was for the period between Oct and Nov. The only answer I received after being hung up on many times was that it was for a second meter. We have never had a second meter for the house and why is it just for a small period of time. We've been living there since 2009. Again, I wasn't able to get a clear answer except the bill is now with collections. I've been waiting for a call back from them since last week. Obviously this has affected my credit score and no one seems to want to help me resolve it.

  

  Business response

  07/10/2023

  Our Customer Advocacy Team attempted to reach the customer at ************ to discuss the ******************** complaint; a woman answered, but after we identified ourselves, the line disconnected.  We called a second time and left a voicemail requesting a return call.  Also, we sent her an email requesting a return call to discuss the case.

  Please have customer contact our Customer Advocacy Team at ************ so that we may address her concern.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Water has been charging me based on previous years usage. I have called them multiple times opened up a case but they wont explain just send me an email saying charges are valid. Over two years ago we changed our yard from lawn to rocks and plants with drip system to the usage has gone down tremendously. Since May of 2022 we went from household of 4 people to 1 person yet they have been charging same as the years before. Since February of 2023 the house has not been occupied yet the usage is same as previous years. I have explained that to them multiple times yet they tell me charges are valid. On April 19, 2023 they changed out the meter to the one that captures actual usage instead of an estimate of past years. Common sense dictates that if no one is in the house how can be usage be same as previous years when it was occupied.

  

  Business response

  06/15/2023

  The read was estimated once since February of 2023 (on 04/06/2023), which is when the customer stated the property became unoccupied.  On 04/18/2023, we obtained the actual read, which verified the estimated read was inline.  The meter was replaced on 04/29/2023 to prevent further estimates.  On 05/04/2023, our ****************** reviewed the customer's account and verified the accuracy of the billing dating back to December 07, 2022.  On 05/10/2023, the customer submitted a Leak Adjustment Request Form explaining that he had discovered and repaired leaks in two toilets.  Per the customer, the leaks were identified on 03/08/2023 and repaired 05/07/2023.  The customer closed the account on 06/14/2023. 

  Customer response

  06/15/2023

  Part of the response is correct. they were over estimating for long time and never refunded any of the amount. Now they are just making up dates and lies. 

  

  Business response

  07/17/2023

  Our Customer Advocacy Team followed up with the customer on 07/17/2023 via phone.  We are working directly with the customer to address his concern.

  Customer response

  07/18/2023

  
  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

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My property address was *********************************************************. I owned that home for almost 11 years with my late husband. 10 months ago I made the choice to sell the house and move. My husband was killed in a car accident and it was to difficult to stay there. Two months before I signed the papers to sell, my water bill increased from $40 to 250 for one month. There were no leaks, inspections were done on the house to sell. And there was no grass. My late husband and I landscaped the entire yard with rock. Several attempts were made to contact american water, right after the sale of the house with no response to date. Fast forward ***** months later. I get a call from collections that I still owe the $650 dollars for the water bill. I have made several attempts to dispute this because there is no way I go from 40 to almost 300 for one month. Rather than try to work with me they have been nothing but rude and immediately saying no there is no way for us to doublecheck this so you just owe it. Strange that once my house goes on the market, that bill sky rockets and they refuse responsibility. I also don't have access to past bills to provide those but my account number is on there.

  

  Business response

  04/20/2023

  Our Customer Advocacy Team left a voicemail for ****************** at ************ requesting a return call to address her concern(s).  Please have her call ** directly at ************.  Thanks.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following email to the company **************************************************** on 2 February 2023 explains the problem up to that date.:ATTN: ADJUSTMENT REQUEST 1015-210018940432 I am writing for my wife, ***********************, whose 2 February 2023 water bill was $4,896.53. The residence for this bill is a house she owns but we do not occupy. The bill is so large because it is due to a leak that occurred during severe storms in October and November 2021. On receiving the bills for both of those months, I learned about the leak from a Cal Am employee and, after having it detected and repaired, I completed and returned a form requesting a leak adjustment. Having received no response to that request for months, I called your customer **********************, and the lady I spoke with said she would address the problem. That was months ago, and my wife keeps getting the immense bills, with no response from the company to our adjustment request.The leak detector and the plumber who repaired the leak said it was likely due to movement of a tree root during the storms, which caused other damage to the house.The bill is not for water we used in the house. We do not live there, and we hardly use any water there, at all. The water meter movement was due almost if not solely to the storm.Please provide a fair adjustment to the bill and let me know your response as soon as possible.Since then, I had heard back nothing until this past week, when I received a letter from the company that asked me why my wife and I had not paid the bill and included a record of monthly water usage since the fall of 2021 including the spikes beginning since the 2021 storms. The usage varied from month to month though we almost never turn on the water at that house. The letter failed to acknowledge all the previous communications I had with the company over the issue.

  

  Business response

  04/20/2023

  Our Customer Advocacy Team left a voicemail for Mr. ******** at ************ on April 20, 2023 to offer assistance with his concern.  Please have him call ** directly at ************ so that we may address his concern(s).  

  Customer response

  04/20/2023

  A man identifying himself as **************** a message on my answering machine just before 3 p,m. today saying to call him back and leave a message because he was planning to leave immediately..  I did what he asked and left a message on a machine that appeared to be for an entire office, not just ***********  I requested a phone back between `10 and 12 tomorrow morning (Friday). I would prefer to communicate by emaill so we have a record of our communication, but I;ll hold back on making that request until I see what transpires tomorrow morning.

  

  Business response

  04/21/2023

  Our Customer Advocacy Team contacted ******************** this morning via phone.  He agreed to complete and submit an Adjustment Request Form to request an adjustment on the high usage that was caused by a customer-side leak in late 2021.  We will continue to assist him thoughout the entire process.

  Customer response

  04/22/2023

  I had filled out the form long ago and returned it by mail to the company but have received no response.  I'll do it once again as requested in the phone call yesterday and will await an email response before approving or disapprove it. i have been getting a royal run-around from this comoany.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American water showed up at 2:30 pm and shut our water off without any warning for an overdue payment. We called on Feb 24 th and worked with a rep that was able to cancel an old broken arrangement that never actually tracked anything since somehow I didn't make a down payment. She was then able to set up a new arrangement and I was supposed to login on the 27th to make the down payment. I had to wait for my disability payment. I made the payment on the 27 th and the payment arrangement was already set up and all I had to do was make the payment. I confirmed on Monday it had been received on that Monday since they are closed on the weekend. I call today and told that the arrangement was never created and the notes say I was going to set it up online. I tried to explain it was already set up online when I made the payments but the notes don't say that so they won't help me. I ask to speak to a supervisor so we can listen to the call and I'm told one that it is a 24 hour turn around and they won't be able to hear the recording because they are "stored locally" and they can't tell what center made the noted on the 24 th. So regardless of what I say as the customer I'm a liar according to them. Then the kicker reconnects stop at 3pm and they turned the water off at 230 and I didn't over 45 min on hold. Then I was told after the payment was made at 415pm that the reconnect would be scheduled for some time the next day between 8am and 3 pm. This is unacceptable and I bet if it was them they would be just as mad as me. Water is a basic necessity required for life on this planet, and to treat customers with such little consideration, especially the disabled is appalling.

  

  Business response

  03/23/2023

  Our Customer Advocacy Team followed up with **************** on 03/23/2023 to capture the details of his experience.  Feedback was forwarded to management of our ********** office for further review.  As a courtesy, we will reverse the $10.00 reconnect fee.  **************** confirmed the water at his premise is back on.  We provided him with the direct contact information of our Customer Advocacy Team should he have any questions or concerns in the future.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1st issue is I purchased my property in April 2022 moved in in May. I get a notice in June on my door my water is shut off. Prior to shut off I didn't receive any communication or warning to pay or any prior notice. Continued issue of being overcharged for water usage: My bill for water usage has been charged aroud $40 a month since June 2022.Dec 2022 I get my bill of $63 for my water usage. Half the month I was on vacation so I know I didn't use more water. I filled a dispute regarding my bill and scheduled an appt for the company to check for "leaks" on Feb 13th 2023. The rep informed me I didn't have any leaks and was being overcharged and the company has not been actually checking my meter. Another rep from corporate followed up based on the inspection and stated via a voicemail I would be receiving a credit from Aug 2022 to Jan 2023 due to being overcharged and my bill should reflect about $22-$25 a month for water usage & to reach out to her if I had any additional questions or concerns. I have tried to contact this person & leave messages and never get a callback. As of Feb 2023 I get a charge of $56, again overcharged! I am the only person who occupies my ************* water usage has not changed for the month of Feb and AGAIN I have disputed my ******** have scheduled an appt to check for "leaks". American water just guesses my water usage instead of actually checking my meter. This company is unethical and should not have the right to supply water especially due to not accurately charging it's customers! I need American water to stop guessing or just putting any amount without ensuring my water usage. What company can legally charge you WHATEVER they want?? I am happy to pay for my water usage when being charged accurately. And if you are going to guess why would you guess more than my average use. Ridiculous!

  

  Business response

  04/03/2023

  The customer was rebilled on 02/14/2023 for ********************** period 08/04/2022 to 02/06/2023, which resulted in a credit of -$94.99.  We billed for a total of nine units during that period.  On 03/15/2023, we rebilled for service period 02/07/2023 to 03/06/2023.  We billed for a total of one unit during that period.  Currently, the account has a balance of -$69.98.

   

  Our Customer Advocacy Team left a detailed message for the customer with this information along with their direct phone number in case the customer has further questions or concerns.

  Customer response

  04/08/2023

  
  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. My new bill looks correct. Thank you.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have overpayment ($386) on my account which I have been trying to collect from the company since November 11, 2022. They have been giving me the run around. The customer ********************** has no power to solve this. They take message for the supervisor and billing **** but I never hear back from them. Times are tough and I could use that money to feed my family.

  

  Business response

  02/16/2023

  A refund check was sent out by us to the customer on February 02, 2023.  The customer confirmed receipt of it via phone w/ our Customer Advocacy Team on February 16, 2023.  A $10 courtesy adjustment was applied to the customer's account as gratitude for her patience.

  Customer response

  02/16/2023

  
  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

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cal Am *****. They lie. They cheat. They over charge. They do not answer their phone. Visit their office in ************* **. It has bullet proof glass. We pay the highest price for water of any consumer in the county. And still they mis interpret our bills and are not available by phone. Walk into their office and they still will not address the issue. It's called a monopoly and it's publicly traded....this they are profit driven on the ****. Unethical. I cannot choose to drop this company. MONOpOLOy.Yuck at its finest

  

  Business response

  11/21/2022

  We were unable to locate "***************************" account.  Perhaps, an account number could be provided by the customer so that we may better assist.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the second compliant I have filed about this company for the same reason and no resolve. American water is actively ripping me off by over charging the bill and not returning any phone calls. You will see in my previous complaint I wrote in July with no response for 3 months. I had 2 missed calls while at work from a customer ********************** person and no luck getting a return phone call from my 5 attempts to return the call. The customer ********************** agents name was ****** and I believe the phone call was only done to get BBB to close the case. I have had the meter replaced 3 times (one automatic, then manual, then automatic again) with a different person saying a different thing every time. I have had ******* come one say there is no leak the next day a different tech leaves a door hanger stating there was a leak. I have no faith in this company's customer **********************, on site support and good will in general. The last complaint states that because I am not the primary person on the account they are waiting for a call from me. I have tried several times and am tired of being over charged. How can a house doing the same thing like clock work everyday have more than a ****** gallon swing from month to month. This company rips off its customers and enjoys the benefits of a monopoly. If I could chose another company I wouldn't hesitate. NEW HOME BUYERS PAY ATTENTION TO WHO YOUR WATER PROVIDER IS AND DO NOT DO BUSINESS WITH THIS COMPANY. I am doubtful the company will deviate from dodging communication with me. I am hopeful that my bill will be adjusted and ongoing issues resolved. The fact this company has an A+ rating on BBB is baffling.

  

  Business response

  11/28/2022

  Adjustment Request Form received from customer on 11/21/2022.  ********************** will review and reply to the customer via mail.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased this condo and noticed that our water bills were very out of the ordinary, $500+ per month for a 1ooo sq ft condo. I had a plumber inspect my condo and he didn't find any issues. He replaced both toilets with new ones, and found no issues with leaking. If I have no leaks, and the condo is small, why would my water be so high. There is something going on that is unlawful. And to top it off, they shut my water off with no notice. I have been trying to work with this company to figure this out but they are not responding. My bill is now $4,800.

  

  Business response

  11/21/2022

  On September 22, 2022, we provided the customer with a leak adjustment in the amount of -$1246.80 due to a leaking toilet.  Our Customer Advocacy Team followed up with the customer on November 21, 2022.  The customer confirmed his satisfaction with the outcome of this case.

*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. ↩