Complaints

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

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  Iowa American Water Company

  5201 Grand Ave Davenport, IA 52807-1014

  
• 

  Iowa American Water Company

  3409 Research Pkwy Davenport, IA 52806

  

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:02/20/2024

  Type:Customer Service 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.

  In November 2023 I moved into my 2 bedroom apartment by myself. According to my lease I am required to pay water so I put the water bill in my name, the water company being **** American. In December I was sent a bill for the span of 11/10/23-11/30/23, that bill estimated that I used ****** gallons of water in that span. Estimated meaning they did not do a proper reading and just guessed that me as one singular person had used ****** gallons in 20 days. Since, I have called many times trying to get this fixed. They either hang up, leave me on hold for extended periods of time, or say they'll call back but do not. I have asked for a billing supervisor many times, expecting a call back within ***** hours and nothing. This has been insanely stressful as I am not a wealthy person and also cannot change water providers so I feel stuck. I am at my last straw with the company and am tired of being brushed away.

  

  Business Response

  Date: 02/29/2024

  When the account was activated on November 1 a ************* Representative (***) was unsuccessful in obtaining an actual read. A call was placed to schedule an order to gain access to see if the reading device needed to be replaced. During this visit on November 3, the *** was successful in pulling an actual read. The work order was closed with the actual read. During the next scheduled monthly meter reading again the reading device failed to transmit an actual reading. December 1, the company gained access to the property and replaced the reading device to avoid any future issues with not pulling an actual reading. The *** who was onsite marked the order to have it reviewed so your account could rebill. When our back office reviewed the *** request they found another open request to adjust the bill that was sitting with our billing department and closed the request stating billing would take care of. Unfortunately, when billing reviewed the request, they mis-understood that the account had to be adjusted from the beginning due to the estimated Move-In read and closed stating radio read device had been changed nothing for billing to do as an actual read had been obtained. On February 13, when you called back regarding an adjustment a request was sent to our *********************** (ART) to have reviewed. An ART representative was able to review the account on February 20 and made the correction to the account. An adjusted bill was sent this same day. The company regrets the length of time it took to correct your account. It appears any late fee that *** have been applied has been credited to you and the balance owing of $25.17 will bring your account current to the February 9 meter reading.  **** American Water apologizes for any frustration and inconvenience caused to you the customer. It is always our intent to provide the best customer service to all of our customers. If you have any further questions please reach out to the local office at *******************, Monday Friday 7:30am to 4pm.

• Initial Complaint

  Date:09/14/2023

  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 is basing my irrigation bill of an estimated amount. I have called to dispute my bill several times and they have failed to provide an accurate reading. **** American water claims my irrigation service began in May, yet we did not connect our water until early to mid june. **** American Water also charges 2 times the amount for an irrigation line than the house as a montly cost. This company is terrible.

  

  Business Response

  Date: 09/22/2023

  ******** was contacted to go over the explanation of the activation of his irrigation meter. **** American Water process when a customer does not call to activate his account when they restore their irrigation system and the meter has registered usage is to back date the account to the last meter reading that registered zero usage. In the case of this account when the account was reactivated in July the account was backdated to the May reading as usage started to register in June. When the customer called in to question the bill an order was created for a ************* Representative (***) to check the meter which he found no issues with but while onsite the *** went ahead and upgraded the reading device so the reading could take place electronically and can be seen by the local office at all times. The remaining of the bills the customer has received have been all actual meter readings. The customer did express that his irrigation system was not restored until sometime in June and was not in agreement with backdating till the May date. We did agree on giving credit for the service charge between May 12 & June 1. That request has been submitted to billing and the customer will receive an adjusted bill. 

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/24/2023

  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.

  Iowa American **** and their affiliate sewer protection programs increase of cost fees without just cause or notice. Due to their 54% increase of the sewer protection program offered through **** American Water a cancellation and refund was requested on June 15, 2023. To date the program fees have not been removed and continue to be added to current bill along with fees.Restitution requested of monies paid for protection program since increase incurred without prior notice or cause.Essentially this is fraud. I want my money back and as of today July 18, 2023 have not received word after putting them on notice July 11, 2023. I demand ******, in retribution as well as any taxes, said, or on said, and fees removed.******************************* **************************************************

  

  Business Response

  Date: 08/08/2023

  **** American Water apologizes for the delay in response. The complaint that was received is for a 3rd party American Water Resources (AWR) that is allowed to bill their charges on a customer's **** ******************************************* invoice. I show record where the customer contacted our *********************** (***) in June regarding her balance. At that time the ******** Care Agent (CCA) made note that the customer was calling in regarding AWR. No other notes were noted during this call. On July 10, the customer called back to the *** regarding her sewer protection. During this call the CCA documented that she let the customer know that they unfortunately could not help regarding charges for AWR and she would need to contact the number listed for AWR on the bill. The customer disconnected the call at that time. I did verify on the most recent bill sent out in August the customer is no longer receiving charges for the sewer protection program. I did try and reach out to the customer to verify if she did get in contact with someone at AWR but was only able to leave a message. If the customer still believes she is due a credit from AWR. We encourage the customer to reach out to AWR to verify that information as the *** or the local office does not have access to their records. AWR can be reached at **************.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20343410
  To whom it may concern,
  Customer has continued to contact third-party American water resources with no effect. Customer rejects response.
  
  AMR bill as of August 10, 2023 appears to be reflect removal of fee however no refund ti date has been given. Client requires refund in the amount of $25.99 times five totaling $129.95 in retribution as American water company holds agreements and contracts with third-party American water resources-I was contract holder, American water can handle the issue.
  
  American water and its subsidiaries needs to correct their action and uphold customer integrity by providing their customers notice of ALL rate increases for their contracted subsidiaries and in good faith act on behalf of the customer and provide customer with the corrected reimbursement of monies. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/14/2022

  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.

  My 89 yr old father has sold his house. **** American water came November 3 to replace the water meter inside the home. I was told he would have to shut the water off on the outside of the house but he did not. He got water on the floor. The house inspection said we must replace the valve next to the water meter before closing. I had a plumber here to replace this valve when they change the water meter out. Technician was unable to find outside water shut off. I called **** American water they were supposed to send somebody back out never heard anything so I called again and they said he couldnt find it. I informed them that this house is sold and we cannot close on it until we we replace the valve. That was November 4 they were supposed to have somebody come out Tuesday no one ever came I called Wednesday the supervisor was supposed to call me the problem here is nobody is returning my phone calls I have to continually call and be lied to be given a different number where nobody can help me. I have probably spent 3 1/2 to 4 hours on the phone and nobody seems to get anything done. I just got off the phone with them again and now somebody supposed to be calling me back by Wednesday I am running out of time my father is not sleeping at night because I cant get anybody here to locate the outside pipe.I am reaching out to you so you could possibly help me get somebody here that can shut the water off so I can get the plumber here for the third time. We dont get this valve replaced we cant sell this house.I just dont know how a big organization like that can treat their customers and get away with it like they have been. Im tired of it and I need help please.Thank you for your time

  

  Business Response

  Date: 11/23/2022

  We received your complaint from the Better Business Bureau and wanted to respond to your concern. **** American Water has reviewed our records regarding your account. On November 3, 2022, our ******************** (CSC)received a call for a request to shut water off at the customer owned curb box.A service order was created for the following day for a ************* Representative (***). On November 4, the *** responded to the premise and was unsuccessful in locating the curb box. On November 9, our CSC received a second call, and another order was created for November 11, to locate the customer owned curb box. The **************** Representative (CSR) also entered an internal order to the local office to contact the customer to go over the notes of the service order. On November 11, the *** responded to the premise and again was unsuccessful in locating the customer owned curb box. On November 14, the local office contacted the customer and created another order to locate this same day. An *** was dispatched and given some additional information that was relayed from the customer as to where they thought the curb box was located. The *** was able to locate the box and turned the water off. On the evening of November 14,we were notified that the repairs were completed, and an *** went out to the property to turn the water back on. Unfortunately, **** American Water does not own the curb boxes and do not always have measurements for every curb box in the area we service. As a courtesy we do try and provide assistance when a customer requests for ********************** to be shut off. **** American Water regrets the inconvenience and frustration this unfortunate situation has caused you. If you have any further questions,please free to reach out to me directly at our local office at ************ Monday-Friday 7:00am-3:30pm.