Complaints

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

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  California American Water

  655 W Broadway Ste 1410 San Diego, CA 92101-8491

  
• 

  California American Water

  2439 West Hillcrest Newbury Park, CA 91320

  
• 

  Tekniton

  14270 Wicks Blvd San Leandro, CA 94577

• 

  California American Water

  1025 Palm Ave Imperial Bch, CA 91932-1616

  
• 

  California American Water

  8657 Grand Ave Rosemead, CA 91770-1220

  

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.

• Initial Complaint

  Date:08/22/2023

  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.

  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

  Date: 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

  Date:08/21/2023

  Type:Billing 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.

  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

  Date: 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.

• Initial Complaint

  Date:05/23/2023

  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.

  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

  Date: 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

  Date:05/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/07/2023

  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.

  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

  Date: 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

  Date:04/07/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:03/20/2023

  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.

  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

  Date: 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

  Date:03/11/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/05/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/20/2022

  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.

  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

  Date: 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.