ComplaintsforIndiana American Water

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started receiving estimated bills form American Water. Ultimately it was determined that on some months they were unable to read the meter. The American Water representative who came to my house to inspect the meter stated he did not want to install the meter on the pipe where the current meter was installed because the pipe is too degraded, which is not true. I stress this is not a true statement. The pipe is fine. I advised we did not want a smart meter installed. Not feeling confident that my request not to install a smart meter was acknowledged I called American Water on 2 times asking to speak to someone to address the concerns I have regarding meter placement. During both calls I spoke to a customer service rep and stressed my concerns and desire not to have a smart meter installed. I also mentioned that there were previous water leaks near the area the meter would be installed. During both calls I was told by the customer service reps that someone would reach out to me and return my call. I never had my calls returned and today I came home form work and a meter was installed in the same hole that was left from the last water leak. I want this meter removed and the broken meter replaced at kept in the existing place. I know American Water has a record of my calls and request. During my second call the customer service rep said she saw that I called and apologized that my call was not returned. I want to stress American Water intentionally placed this meter in an area where there is a water leak issue. Thus making the next leak my problem.

  Business response

  07/12/2024

  On 5/15/2024, the customer called our call center to request her meter not be placed at the curb. Per completed local office investigation, the meter pit and meter will have to be installed in the easement area in the front of the house. During the investigative order to inspect the meter following the customer's estimated reads, the field service representative could not get the couplings loose due to the plumbing around the meter being corroded. Please see the attached photos taken during the 4/3/2024 service appointment that show the corroded plumbing around the meter in place. Due to the indoor plumbing issue, we have installed a pit at the easement area in front of the house and the meter was installed and activated on 7/10/2024. 

  Customer response

  07/17/2024

   I am rejecting this response because: First, I told the tech who came to my house on 4/3/24 that I did not want the meter installed in the easement. Most importantly, he never attempted to remove the coupling as American Water stated- never I was there the entire time. Second, your response mentions I called on 5/15/24, however, I called multiple times before the meter was installed on 7/8/24 to request the meter not be installed in the easement.  During each call I was informed that a message would be sent to the local office and my call would be returned. I never received a call back.  Never did anyone at American Water have the courtesy or respect to discuss the matter with me.  The decision to install the meter at the curb was done without my consent or with  any input from me. If in the opinion of America Water, the pipe is corroded.  Could I not have replaced the pipe? Could I not have it inspected by a qualified professional?  Attached are pictures of the pipe.  It is a copper pipe with normal patina - the pipe is sound. If there were to be any issues during meter installation there is a shut off valve 6 inched form the meter.  Also attached is a picture of the new meter.  That is sand not dirt surrounding the meter, a huge mess was left on my front lawn. Today, my husband called American Water to let them know he can not drive the lawnmower over the meter without damaging the lawnmower.  When he mentioned the BBB complaint and the meter issue he was told to voice his concerns via this BBB response.  We have treated all American Water employees with respect.  We have not been able to speak to anyone beyond the customer service reps who only take messages.  I would like to speak to someone at American Water to find out how I have this meter moved and replaced.  The State Law is that I have the choice of where the meter is installed.  I want someone at American Water to contact me,  I want the meter moved and my lawn repaired.

  Business response

  07/22/2024

  Per IURC rule 6.1 (b), "the company reserves the right to determine the kind, size, type, location, and number of meters that shall be placed on any customer service line." ****** is a newer system to Indiana American Water, we are working to move inside meters in the area to outside meter pits to allow for more efficient service, as the company will be able to access the outside meter for any service-related issues or inquiries.
  
  Per IURC rule 6.2 (a)(i), "Meters may be located either in an outdoor meter box or vault, or inside the customer's building or structure, at the option of the company." After the order was completed and the indoor plumbing was determined to be in too poor condition, the local office scheduled meter pit installation with the contractor. This is common practice in ****** as we work to move meters outside and improve service. It is at the company's discretion to decide whether the meter will be inside or outside in a meter pit.
  
  Per IURC rule 6.2 (a)(iii), "if the meter is to be installed in a meter box or vault located outside the foundation of the building or structure, the meter box or vault shall be located in a convenient and readily accessible location acceptable to the company." Due to the indoor plumbing at this address, the local office determined that the most reliable service would be provided in a meter pit at the property's easement.
  
  We sincerely apologize for the inconvenience you've experienced doing business with us. Ultimately, the local office determined that the most reliable service would be provided with installing a new meter pit and moving the meter outside. In regard to your interactions with our call center, we will contact our business partners at the call center to provide coaching to the representatives you spoke with that provided unsatisfactory responses.

  Customer response

  07/24/2024

   I am rejecting this response because: In your response you left off the part of the law that states that it is up to the customer to decide where the meter pit is installed. See attached document. American Water did not allow me this option because my calls were not returned.  The tech inspected the meter in early April 2024.  The meter was not installed until July 2024.  During this 3 month period I repeatedly called American Water to discuss installation.  My calls were never returned.  Furthermore, there is no storm water drainage on the street  and the meter was installed in the road culvert used for water drainage. The meter is below ground level and located less than 5 feet from the street, which sees heavy traffic and is a truck route.  During heavy rain this week the meter was literally covered in water. I would like a call from American Water to discuss moving the meter. You have my account number and therefore my phone number.  As mentioned in my previous response we called American Water last week to discuss the issue and once again we were denied access to a person who could assist with the issue.
  
  
  

  Business response

  07/29/2024

  The code referenced in the customer's response is 170 IAC ***** Location of meters Sec. 5 (c), the end of this code states, "the pit will be located at the point requested, if feasible under proper utility standards." Per IURC rule 6.2 (a)(iii), "if the meter is to be installed in a meter box or vault located outside the foundation of the building or structure, the meter box or vault shall be located in a convenient and readily accessible location acceptable to the company." The local office determined that the most reliable service would be provided in a meter pit at the property's easement. The picture provided of the location of the meter pit shows it is in the yard, in a spot that would not be subject to vehicular damage as it is shown in a grassy area. The pit at this service address will not be moved as the local office determined the most reliable service will be provided from the easement area. We again apologize for the inconvenience you've experienced; however Indiana American Water must make determinations per utility standards to provide reliable water service. In the case of ******, we are working to move meter pits outside to be able to provide immediate service to our customers. The meter pit was installed per utility guidelines at the easement to be readily accessible.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New construction requesting water hook up. Spotty to no response from the department as to when we can be scheduled or what needs to be done prior to hook up. **************** unable to help once it is at the local level for hook up. Voicemail full, fax number doesn't work and no response after multiple emails. Initial request 12/2023.

  Business response

  03/26/2024

  Hello - what is the address that you are trying to get new service set up at? The address in the initial complaint is showing an active service. Please let us know and we will be happy to investigate further. Thanks!

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received a bill for 186 gallons of water use, when our usual use is between ***** gallons, for the month of October, after calling I was told it was an estimated read and theyd send a tech to come out and do a physical read on the 21st of November. I waited until December 1st and called again for an update, I was told Id have to wait until the next bill cycle to see if it appears it was an incorrect estimate. Novembers bill came, normal use of 46 gallons, I called and was then told that they would have to put it through a review and dispute, that was on December 17. I have called repeatedly and nobody provides me with answers, I was told they had 30 days to review it the 30 days had passed, and we still have not come up with a solution. I have asked to speak to supervisors, there is no one to talk to. I have been told on three different occasions that a supervisor would call me back within 24 hours, no one calls. not only does this affect our water bill, and I have not paid the amount that they say we owe for that month, but I have stayed up-to-date with the following months, they are now threatening to shut off our water on February 16, due to owing three times the amount that we usually would, because they cant get things straight on there it. There is no one to speak to, they reported our incorrect usage to our town sewer, which our bill came back three times higher, so we are dealing with them, waiting to hear from Indiana American on their decision as well. This place is a mess, they are forcing people to pay money that they do not owe, because there is no other way to keep your service on, when it is their mistake .

  Business response

  02/07/2024

  We went out today and changed the meter. The outread was *****, which is in line with the estimated reads you received. We do apologize for the number of estimates you received, however your estimates were in line and your bills are accurate. Pictures of the old meter and the outread are included. We do not provide adjustments for unknown high usage, but if you identify a leak and have it repaired, we can review your account for an adjustment.  In order to avoid disconnection, we can assist in getting you set up with an installment plan. If this is something you are interested in, please let us know. Thanks! 

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  This does not address the issue for the October billing statement, that was abnormally high due to an error on your end of an estimated read. I appreciate replacing the meter, however, if you review our account history, the October bill is completely out of line. This has been in question since the middle of November, with no response. It is now February and it still has not been addressed. I was told when this was put into review that you had 30 days to make an adjustment, it is far past 30 days. I have requested multiple callbacks by supervisors, no one has contacted me. You are not addressing the problem.
  Please address your error in the estimated read for the month of October , Adjust our bill accordingly, and report it to our city municipality so they can correct our usage on their it.

  Business response

  02/15/2024

  The reads prior to the October read were estimated and in October, we captured an actual read. This generated the higher than normal bill, as it was a catch up bill. All of your estimated reads were in line with the actual read on the meter when we changed out the meter. Therefore, all of this water went through the meter, and no adjustment will be provided. Regarding the call back, we see where you were on hold for a Supervisor and the phone was disconnected, but we don't see another request for a Sup call back until Feb ****, which we see a Supervisor called and spoke with you on 2.8.24. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My water bill was estimated I contacted American water for a meter read. The meter was read, and it was not even close to the estimated water used. I have called over 4 times for a credit and never got one. And soon I will be getting a sewer bill for gallons used from my town with the false reading from American water. My normal read is like **** gallons the estimate was for 34 591 gallons. The reps say oh I see yes, ************** but they never did.

  Business response

  12/27/2023

  What is the service address? 

  Customer response

  12/28/2023

   I am rejecting this response because:
  
  *************** to complaint *********** My service address is ************************** ************,**. 46410
  Sent from ************************* (*********************)
  

  
  

  
  

  Business response

  01/05/2024

  We have an order scheduled for 1/8/24 and will be changing the meter at that time. Once the meter change is complete, we will review the account to determine the adjustment amount to be given. We apologize for the delay in getting this cared for, but we will have this resolved soon. Thanks! 

  Customer response

  01/09/2024

   I am rejecting this response because:
  
  
  

  Customer response

  01/10/2024

  it's a bigger mess now I never got any adjustments, and they went back in time and assigned water usage they can't verify because their meter stopped working. So now I owe more money. I will pay the bill and 

  Business response

  01/11/2024

  There was an order scheduled for 1/8/24, but we weren't able to get in the home to change the meter. We are unable to provide an adjustment until the meter has been changed. If there is a good time to schedule this appointment between 8am - 2pm on a weekday, please let us know. Thanks! 

  Customer response

  01/11/2024

   I am rejecting this response because:
  The meter was changed on 5/30/2023 
  

  Business response

  01/12/2024

  I apologize for the inconvenience, but in order to accurately determine the issue of the estimated reads, we need to gain access to the inside meter. This may result in an additional meter change based on findings. If we can't gain access to investigate, then we are unable to make any adjustments to the account. 

  Customer response

  01/12/2024

   I am rejecting this response because: f*** off im done
  
  
  

  Customer response

  01/16/2024

  In regard to Complaint ID: ******** I apologize for my last comment. I found a message in my spam folder stating that a credit was sent to my account. I will schedule for a meter replacement, and I accept the business resolution. ty ******************** from ************************* (*********************)
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company over charged me by approx $145 because they did not take into account the change in water meter when I moved in OR when they replaced the water meter after I moved in and complained that they reading was wrong. They over charged my by 145 and then when I finally got them to reimburse me, they gave me a credit but then charged me again for the three months that they overcharged so I did not actually get a credit. When I called I was originally told that I was responsible for figuring out where the extra gallons of water came from even though I told them it was not accurate and asked them to look at previous owners account. Thankfully I knew the previous owner and was able to get her last meter reading and billing statement to compare. By the time I spoke with the 5th person, I was able to speak to someone who actually listened to my concern and I ended up telling him what the issue was. They were not taking into account that they changed the meter twice. They were taking starting readings from a previous meter and end readings from the newer meter and over charging me. This gentleman "put in a billing dispute" that "would take a month" to resolve and then nothing came of it. I was finally able to speak to a supervisor who saw what the issue was and that I was over charged. She said that I would get a check in the mail. I did not. every time I all back I am told that I was issued the refund but they will no longer acknowledge that they double charged me and still actually owe me money.

  Business response

  12/05/2023

  This customers account was rebilled in September 2023 from 5/15/23-8/14/23 (total of 92 days), for a total of ***** gallons. There was no refund check being mailed out to customer, any prior payments that were made on this account were re-applied and this rebill resulted in a credit. Last couple of months we have received actual reads and the reads are in line. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company knowingly had issues with their meter reading system and sent me estimated bills for 3 months. Now due to their system errors I am being billed for an excessive amount of water. I have called numerous times requesting a call back from a supervisor. No one ever calls me back. I have emailed the president of the company who admitted to the system reading errors yet refuses to adjust my bill due to their errors. This issue has been ongoing since August.

  Business response

  11/15/2023

  Notes on the account indicate customer requested a Supervisor call back on 10/10/23 and a Supervisor call back was attempted on 10/11/23 at 11:16 AM, but there was no answer. Then another call back was requested on 11/7/23, and a Supervisor call back was completed on 11/8/23 at 2:21 PM and a voicemail was left. Customer was informed that there were some data transmitting issues initially, but those have been resolved for her account. Customer was provided the attached spreadsheets. Based on the usage reports, it appears that something was set up on a timer. Customer stated they don't have a ********************** softener or sprinkler system on a timer. We do apologize for the inconvenience this has caused, however the usage is actual and in line.  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint ID: ******** This was a previously closed case that was not taken care of. I had a death in my family and I missed the email somehow. I would like to proceed with this case. I have uploaded a video with the timestamp showing that there is still running water at my address. I would like these damages to be repaired. I dont know what American water fixed but they did not shut off this running water at **** ******** St. I called 2 weeks ago and once again today. I was told that this was repaired but as seen on the time stamped video it has not been repaired as of today.

  Business response

  11/07/2023

  We replaced the company side service line on 11/2/23 and left the water off. There shouldn't still be a leak here. If anything else is needed, please let us know.  

  Customer response

  11/07/2023

   I am rejecting this response because:
  I would like the wall destroyed by the running water repaired. The sub floor inside my house is messed up from the busted pipe spraying upwards., and the hole in the exterior wall. Where should I send the estimates to get these issues resolved?
  
  

  Business response

  11/09/2023

  Customer will need to file a damage claim by calling our call center - **************. Thanks!

  Customer response

  03/01/2024

  Complaint #******** This was an ongoing situation. After getting estimates snd finding out the repairs cost $17,000. American Water is only trying to pay ****** and that does not cover all the repairs for the damage they caused. I am seeking the full payment for the damage they caused.
  
  Desired Resolution:
  
  Repair
  

  Business response

  03/01/2024

  This decision was made by ********************* not Indiana American Water. To dispute this decision, you will need to reach out to Traveler's. 

  Customer response

  03/01/2024

   I am rejecting this response because:
  
  The damages done were estimated to cost over $17,000 so an offer for $10,000 is not acceptable. American Water needs to pay the full price to repair the damages they have caused. 

  Business response

  03/04/2024

  I apologize for the inconvenience, but this decision was not made by Indiana American Water, nor can we make any decisions to edit the amount you were offered. If you are disputing this, then you would need to contact Travelers. Thanks!

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spoke to the American water companies about fixing my meter on -Friday 10/13/23 I have no water in my property some of the lines were bust from the house sitting had to have them replace due to me not being home I was told to make it an e emergency on Saturday 10/14/2023 I waited four hours on Saturday to be called back and told that the appoint. was rescheduled to Monday 1016/2023 at a time someone could be available. no one showed up; for that appointment. I called back and made an emergency appointment, and no one showed up, but my account was noted that they did, and I stood on my porch for an hour no one came I was told a super would call me back no one ever did. I am currently still dealing with this issue I have no running water in my home and can't seem to get no one of authority to call me back on the issue instead I am consistently being rescheduled without being notified. Please help!!!!!!!!!!!!

  Business response

  10/18/2023

  Please provide the service address so we can investigate further. Thanks!

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Indiana-American Water has shut our water off twice in the last month. We had to pay two reconnect fees totaling $80. We learned, through their representative that someone at the Indiana-American Water office had CHANGED our billing address on our account to our former address. We have not had that former address since we moved to ****** ** April 2017. Their representative argued with me that our January billing statement showed a PO Box in *******. I told her that is NOT true. The billing address on my January statement is our correct address of *****************************************************. I have the January billing, as well as a fax that I sent to them on May 2, 2022. The representative then stated that this was entirely their fault, and would refund $40 for the first shut off fee. I told her no, that I would not accept $40 because they cut our water off twice, so they owe us $80. Their representative stated that she would have a supervisor contact us. We still have not heard from a supervisor regarding this issue. This was entire THEIR FAULT.

  Business response

  05/04/2022

  Both reco fees were returned on 5-3-2022       

  Customer response

  05/05/2022

   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.  It would have been nice if Indiana-American Water had contacted us and told us that the matter had been resolved.

  
  

  Thank you.

  
  

  ***************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The pit for my water turn on/ off was installed under regulations in **** when the neighborhood started and the house was built. This was the third house. Indiana water came out and changed the lid a couple years ago. It now has a lock on it and cant be opened for irrigation on/off. For the past couple years I have called and complained and they wont change it back- they said it was illegal even though it fit the specifications at the time and was grandfathered in. They refuse the change. I find it very hard to believe that every home from that era that they serve with this pit has a lock on it for no real reason. I asked what I was supposed to do and they actually said dig another pit!! We simply just want to turn the water on/off at irrigation time. We called Indiana American Water over several years to no avail. My irrigation company has never seen this before in all the years they have been in business!!! P.S. a couple years ago I saw an Indiana American water truck in front from the window and a man tinkering in the pit. He broke something which they had to come out and repair, (I called) and asked but didnt get a straight answer what he was doing. I have no doubt that if I had not seen and spoken to this man I never would have been told. Why have we been singled out?? Please help me get a lid on this pit we can open/close like everyone else!!!

  Business response

  04/14/2022

  Per IURC rules and regulations (IURC no W-15)

  6. Meters

  6.2 Location and Relocation

  (v) After a meter is installed by the company, a Customer shall not tamper with, alter, repair or remove the meter or allow anyone other than the company to do so.

   

   

  We do not allow customers in meter pits for safety reasons.

  Customer response

  04/15/2022

   I am rejecting this response because: everyone with an irrigation system needs to be able to turn it on or off which was previously allowed. I would like to know who else has had this happen to them I feel like mine was done first because I previously complained. So because we can afford an irrigation system, we are having the right to use it taken away. That is discrimination! Believe me I am not interested in your meter! I need a reasonable solution to this issue since others of us need to get the systems on. It is not OUR Fault- you created the issue which we were not aware of!!

   

   

  
  

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