Complaints

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

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  Indiana-American Water Company

  2423 Middle Rd Jeffersonvlle, IN 47130-5101

• 

  Indiana-American Water Company

  153 N Emerson Ave Greenwood, IN 46143-9761

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:04/22/2025

  Type:Billing 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.

  We are new customers that were part of the ****** ***** ***** acquisition and to say it's been anything other than a nightmare would be a gross understatement. It started with our first bill being $3,600 for 705,000 gallons of water. Turns out the first meter reading was wrong and our bill for December and Jan. were adjusted accordingly. Then, my Feb. bill was sent and utilized a meter reading from 1/2/25. So, for my first bill after the correction, the meter readings spanned 54 days instead of 32 and the first part of that bill was already paid so I was double charged for Jan. Then on my next bill for 2/26, that bill used an estimated reading that was 100 units (10,000 gallons) lower than my actual reading on 2/25. This is the equivalent of rolling back an odometer 10,000 miles and expecting me to be okay with it. I've called over 20 times and the last 4 business days I've BEGGED to have a supervisor call me. Two service techs have been dispatched and all Indiana American Water is doing is telling me that the meter is reading correctly. I already knew that! I'm not disputing the meter working properly. I'm disputing the usage of a 25 day old reading on one billing cycle and then an estimated read on the next. I've been billed for 376 (37,600) units of water from 1/2/25-3/25/25 and the meter that they say isn't wrong, only shows 267 (26,700) have passed through the meter in a longer duration of 1/2/25-4/8/25. It's so blatantly obvious what's happened when you sit down and look at it that it seems like a joke. Yet no one will listen to me or speak to me. It's like I went to the gas station and watched 20 gallons of fuel go in my tank and then pay for 30 gallons because of a billing mistake. It's not fair!

  Business Response

  Date: 04/22/2025

  Good afternoon,

  The customer has opened Case ****** with the ******* ******* ********** ********** regarding this complaint on 4/22/25. We are working to review, and official determination will be provided by the ******* ******* ********** **********.

  Customer Answer

  Date: 04/23/2025

  
  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. However, dependent on the actual resolution offered once the complaint is reviewed, my stance could change.
  
  Sincerely,
  
  ******* ********* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/26/2025

  Type:Billing 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.

  Indiana American Water Co leak adjustment they refuse to honor. The co sent me a letter stating my meter was not reading so it needed to be moved. Co came to move the meter and caused a hidden leak that went on the month of December 2024. Leaked so bad I had to call in an emergency plumber because the co left me without a water shut off. Needed to replace 2 lower walls of insulation and drywall. Filed a claim for this and this has since been resolved however the bill adjustment has not. Co states they do not have to provide a leak adjustment it is at their judgement, they say no! After new meter put in Co was still estimating my bill on the leak bill amount. I called many times to be told to call back next month after meter had been read. Meter was estimated for 600+ and when finally read it was at 60+. Water co had a high estimate in Dec 2024 (leaked pretty much whole month). Estimated bill for Jan, Feb and March. Submitted proper documents to Co and received a letter 3/2/2025 stating they are not going to honor the leak and it has been deemed it is my responsibility. This also follows suit to the sanitation bill being high because they get their information from water co. Not only do I have 1 co that is not honorable but 2 companies. It is unfortunate that this Water Co does not have competition. I would change companies immediately.

  Business Response

  Date: 03/31/2025

  Good afternoon,
  
  We apologize for the inconvenience you've experienced doing business with us, it appears our call center agents confused the requested leak adjustment with an estimation correction, which closed after actual reads were pulled in line with prior estimation. We have noted on 1/14/25, that an agent spoke with you regarding a leak adjustment, and the agent advised you to wait until February 2025 billing had posted to have an actual read to use to determine your usage average for your leak adjustment. Your previous 3 months of billing had been estimated, and the agent wanted to ensure we were using actual usage data to determine your average to properly adjust off the excess usage for your leak adjustment.
  
  Please confirm the date of repair on your leak, and we'll be happy to review your account for a leak adjustment.

  Customer Answer

  Date: 03/31/2025

  
  Complaint: ********
  
  I am not real sure how the miscommunication happened when I kept saying I had a massive leak requiring drywall to be replaced but ok. The leak happened when the water co guy tried to move my meter on Dec 7. We had a wet snowy month so water in garage was assumed snow off of cars. However turned out to not be the case and found actual leak a few days before Christmas. That in turn caused a high bill. Was told to call back in Jan after an actual reading. Jan was estimated again. Was told too call back Feb after an actual reading and that too was estimated. Then in March the actual reading was 50-60 with estimates being in the 500-600 range. I understand it is a courtesy to adjust but really don’t understand how you can deny the adjustment here. Especially when I had to replace 2 walls of drywall and insulation in my mud room. Appreciate you looking again. I have spoke to many agents and I really thought they understood what I was saying. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/01/2025

  Good morning,
  
  We again apologize for the frustration this situation has caused. There are multiple factors involved in this case, which I believe lead the agents to believe this case had been closed. Prior to completing an adjustment, we wanted to ensure that your usage average was accurate. This is why the agent advised to wait until the February service period had posted following your meter change, to get visibility on how much water you are actually using during a service period. Additionally, while we waited for an actual read to pull, a loss control claim was submitted and settled with **********. By the time the actual read pulled on the account, the billing team closed the case believing the situation had been rectified when an in line read pulled, and an estimation correction was determined not necessary.
  
  Our customer side leak adjustment policy is to adjust off your two highest bills after the leak has been repaired and the time period of the leak has been determined. We then determine 50% of the excess usage based on prior usage and offer a one-time courtesy leak adjustment. Please confirm the date of your leak repair and we will work to review your account for a leak adjustment.

  Customer Answer

  Date: 04/01/2025

  
  Complaint: 

  Leak happened between December 9th through December 20th
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/03/2025

  Good afternoon,

  Do you have a confirmed date of leak repair? Or a statement from a plumber detailing that a leak was identified and repaired? I've reviewed your metering data, and it appears you are still experiencing continuous consumption which would indicate a leak is still occurring, please see attached data log. We want to be sure your leak is repaired before reviewing your account for an adjustment. Our leak adjustment policy is to adjust off your two highest bills after the leak has been repaired and the time period of the leak has been determined. Please confirm your leak repair date and we will work to review your account for a customer side leak adjustment.

  Customer Answer

  Date: 04/04/2025

  
  Complaint: ********
  

  Attached is the invoice from *********** Just saying amount owe and date of service. This company was doing us a favor by coming so quickly and not charging me a huge emergency service fee. But there was no water or wetness around this area. I know because I had a fan blowing on wet wood for 3 days to dry everything out and keep an eye on it to double check. Unless it is coming from the new hole the water co dug quickly or new meter that was put in I wouldn't know where it was coming from because I do not believe we are using anymore than we 1st moved in. The only time it would be more is when I am watering my garden and that has not happened yet. I have tried attaching the small file many times and will not upload (says it is too big) ******** ************ *** had ********** ******** *** come and fix 12/19/2024. The amount of the invoice was $132.56. invoice ******  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/07/2025

  Good afternoon,
  
  Thank you for confirming your repair date of 12/19/24. I left you a voicemail this afternoon to ask if you'd like us to schedule an investigative appointment to confirm there is no movement happening on your meter that would indicate a leak is still occurring. Your high bill posted on 12/4/24 for $119.40 which would be within the service period of the repaired leak. Please let us know if you'd like us to check the meter one more time, otherwise I will work to submit for our billing team to review your account for a leak adjustment. Please let me know if you have any questions.

  Customer Answer

  Date: 04/08/2025

  
  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.
  

  ***** has called me and she will be doing follow up and adjustment of my bill from the leak I had in December 2024. Thank you for listening and finding the issue
  
  Sincerely,
  
  ****** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/06/2025

  Type:Billing 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.

  On or about February 3, 2025, I received my January statement from Indiana Water Company documenting that my residence used 100,300 gallons of water and requesting $626.14 in payment. On that same day, I called Indiana American Water’s customer service and was informed that there was likely an error in reading the meter and the meter would be re-read on February 14th. I called back on February 14th and was informed that the meter had been read backwards and that the reading would be corrected and a corrected statement would be sent by March 5, 2025. In the meantime, my account was placed on hold. I was encouraged to pay an amount reflecting a typical past amount owed. I paid $70 on February 21, 2025 as a result. On or about February 27, 2025 I received a bill from *** ****** ********* ********* charging me $1,591.14 for January 2025 based on the incorrect January statement issued by American Indiana Water. On March 4, 2025, I called *** ****** ********* ********* and spoke with Vicki Hartman who said that they had not received any updated statement from Indiana American Water so my bill could not be adjusted. On March 5, 2025, I checked my online account to see if there was an adjustment posted to my January bill and saw that not only had no adjustment been made, but that my February statement reflected the use of 1,000,500 gallons, payment for which was $4595.80. I called and spoke with a customer service representative who said that the January statement had not yet been adjusted. When asked about the misreading for February, she said that it sometimes takes several readings to get the amount correct. I requested to speak to a supervisor but none was present so I had to wait for one to call. I missed the call but when I called the number in return, I was offered the opportunity to pay my January bill but no other assistance. It appears there is no way to get this situation fixed other than paying the amount I purportedly owe, now up to $5000.

  Business Response

  Date: 03/12/2025

  Good afternoon,
  
  We sincerely apologize for the inconvenience you've experienced doing business with us. We've investigated your account and confirmed that during the acquisition of Silver Creek, your meter register group was entered incorrectly in our system. We have submitted work orders to our metering and billing teams to make necessary corrections in the system and to rebill you appropriately. Your account has locks on it through 4/3/25, while we work to make corrections you do not need to make a payment. We will update you as soon as all corrections have been completed and your rebill has posted. Please let us know if you have any questions. 
  
  

  Customer Answer

  Date: 03/13/2025

  
  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.

  However, because of the history of issues I have had with customer service regarding this error on the company's part, in the event that Indiana American Water Company does not resolve this issue by April 5, 2025 the date on which the hold on my account is released, I reserve the right to re-open the compliant.
  
  Sincerely,
  
  **** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/31/2025

  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.

  NO WATER! They forced us on autopay, charged extra for autopay, never give any warnings such as phone calls, or mail when their autopay breaks then shut off the water with no warning in the afternoon. I have since paid the ENTIRE balance but when I called to get it back on, they say they can't do that until tomorrow AND they charge an extra $40. Absolute ******** *** * ** ******! I NEED WATER AND I WANT THE OPTION FOR PROPER MAILED NOTIFICATIONS!

  Business Response

  Date: 01/31/2025

  Good morning,
  
  The customer was sent the attached disconnection letter, detailing necessary payment due by 1/17/25 to avoid disconnection. Payment was not submitted prior to 1/17/25, which resulted in the completed disconnection order on 1/30/25. The customer then completed payment on 1/30/25 following disconnection, which includes a $40.00 reconnect fee. Per IURC rule 4.3 (b) the Company has 1 working day after reconnection is requested to restore service. Service was restored today, 1/31/25.
  
  The mailing address we have on file is **** * ****** ** * ****** *** ** **********, please let us know if this needs to be updated to ensure notifications are being sent to the appropriate address. 
  
  Our system shows that the account was unenrolled from autopay on 11/5/24. 
  
  Please let us know if you have any questions or if we can assist with anything else.

• Initial Complaint

  Date:01/08/2025

  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.

  I am writing to file a formal complaint against the American Water Company for mishandling a water leak that has caused me significant financial and emotional distress. I am a 78-year-old widow raising my young granddaughter. On the evening of 11/11/2024, I noticed a water leak and immediately called the American Water Company the next morning to report it. Over the course of that day, I made three calls. During my first conversation, I was informed that the leak was in the water pit and, therefore, the company’s responsibility, not mine. However, after following up twice more, I was later told that the service order had been canceled—without my knowledge or consent. Days passed, during which thousands of gallons of water ran into the street, and the company failed to address the issue promptly. When the leak was eventually repaired, I was shocked to learn that I was held responsible for the repairs, which cost over $5,000. Furthermore, I was told I had to pay for all the wasted water despite reporting the problem as soon as I noticed it. After countless calls and pleading my case, the company gave me only a $135 credit, but my bill was still five times that amount. This is both unfair and unacceptable. As a senior citizen on a fixed income caring for a dependent child, this ordeal has caused me immense stress and financial hardship. The company’s repeated mistakes, lack of transparency, and failure to act in a timely manner have left me feeling mistreated and disregarded as a customer. I am requesting that the Better Business Bureau investigate this matter and hold American Water Company accountable for its negligence and unfair billing practices. I also seek a full adjustment of my bill to reflect the company’s responsibility for the leak and mishandling of the situation. Thank you for your time and assistance.

  Business Response

  Date: 01/13/2025

  Good morning,
  
  Our Account Resolution Team worked with the customer to determine a leak adjustment for the service period 10/13/24-12/11/24. Our customer side leak adjustment policy is to adjust off the customer's two highest bills after the leak has been repaired and the time period of the leak has been determined. We review the account, then determine 50% of the excess usage based on prior usage and offer a one-time courtesy leak adjustment. An adjustment in the amount of $135.93 plus tax was applied to the customer's account on December 30, 2024, which represents 15,776 gallons of water for billing periods October 13, 2024, through December 11, 2024. For company side leaks that fall under our responsibility, we offer complete reimbursement for excess usage determined during the period of time that the leak occurs. This leak was determined to be a customer service line leak which falls under the customer's responsibility, this resulted in the customer side leak adjustment being applied rather than a total reimbursement. We recognize the added financial burden that may have been placed on you due to higher-than-normal bills, we do offer payment assistance such as installment plans and budget billing through our MyWater online portal and our customer service call center at *************** We apologize for the inconvenience you experienced doing business with us, please let us know if you have any questions.

• Initial Complaint

  Date:10/30/2024

  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 recently renovated a home in Gary Indiana. I was told that I needed a new water meter pit installed because they retired the original water meters and pits or whatever. I keep receiving the same info about the water meter being incomplete. It's been three times i've called and scheduled since August. It seems to me the technicians are avoiding installing the new meter pit because they can't just simply turn it on and leave. These guys are playing the fool and don't want to work. Somethings not adding up.I had a technician tell me at my home He couldn't do anything because there was no Water meter pit.

  Business Response

  Date: 10/30/2024

  Hello - what is the service address so we can investigate further. Thanks! 

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a house in June 2024. My first water bill arrived the following month and was over $1500 claiming that I’d used over a quarter million gallons of water. No one was living in the house. The water company advised me that there was a leak and that because they could see specifically what time of day that it was reported, that it must be an irrigation leak. We were not aware of any irrigation because there was none. After spending hundreds of dollars on leak inspections, the company admitted to the following: 1. The meter was old and faulty (I had previously been told it was in perfect working order) 2. The company acted in bad faith by sending me an initial bill with a meter reading that was not reflective of the prior owner’s closing bill - the starting meter reading was lower than the previous owners starting meter count let alone their end count, thus charging me for tens of thousands of gallons that were not used. 3. What tiny amount actually used was being charged at a rate of 100 times the actual use. I was never able to get a straight answer. I have not been able to get any explanation and now as I do have “normal” sized bills I’m still not sure if those are accurate. Especially as with no one living in the house is hard to see why 300 gallons was used. I have been seeking at minimum reimbursement for all the leak tests I ran that were unnecessary, based on the advice of the company. Approximately $500 cost. Finally, I believe they should be investigated for erroneous charging of other clients. It has take me three months to “sort of” resolve this issue, Although I will commend them on their willingness to send out capable and helpful technicians, who immediately noted that there was something wrong on the billing end. Only reason I knew something was wrong was because the numbers were so obviously inflated - lesser amount might go unnoticed. They should have higher standards and they should not impact other people.

  Business Response

  Date: 09/19/2024

  Good afternoon,
  
  The American Water Account Resolution Team provided their findings to the customer on 9/4/24, the below email was sent detailing the issue which had caused high billing and the adjustment provided on the account: 
  
  "Dear ****** ******
  
  It is important to us, as we know it is to you, that your concerns with
  higher than expected water bills for billing periods June 11, 2024
  through August 8, 2024 be reviewed as quickly as possible. We have
  conducted a review of the bill in question and conducted a visit to
  verify the accuracy of the meter reading used to calculate the bill.
  
  During a review of your account, we discovered that the unit of measure
  was incorrect causing higher than expected water usage. On September 4,
  2024, we applied an adjustment in the amount of $1,420.90 plus tax which
  represents 270,963 gallons of water for billing periods June 11, 2024
  through August 8, 2024.
  
  If you have any other questions, please contact Customer Care at the
  number listed below. Customer Care Agents are available to assist you
  Monday through Friday from 7:00 a.m. to 7:00 p.m.
  
  Sincerely,
  
  Indiana American Water Customer Care
  Monday – Friday 7 a.m. to 7 p.m. Emergency 24/7 1-800-492-8373"
  
  
  The meter was not faulty, the attached meter test shows that the meter passed on every flow level. The issue causing the higher bills was that the unit of measure was incorrect, which caused the incorrect billing. The customer was provided an adjustment of $1,420.90 representing 270,963 gallons of water to correct the billing periods which had the incorrect unit of measure. 

  Customer Answer

  Date: 09/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. The adjustment of water used was approximately 2700 gallons off from actual usage. The company has failed to provide evidence of that use, especially considering the house was empty at that time and as detailed in 2. below they failed to provide an accurate initial meter reading.
  

  2. There has been no explanation of how these errors occurred. The company initially attempted to report a meter reading starting at a number far lower than the previous owners bill. That demands an explanation. It is not acceptable that guesswork or arbitrary online readings are used.  Had I not been able to obtain the prior owners bill I would have no proof that the company acted in this way. had the amount been in the tens of dollars rather than the hundreds it would’ve gone unnoticed. 

  3. Most importantly, and the crux of my issue is that the company informed me numerous times that there was no error with the meter (subsequently I was told by an employee that the inspection showed the meter was very old and faulty)  and no error with billing. They maintained that there was a serious leak leading to $502 in costs for leak inspectors and plumbers. And not to be dramatic but the idea that there were hundreds of thousands of gallons of water pouring out of the system under my house caused immense stress. Nothing that can be solved by refunds but still worth noting. 

  I reject this response and again ask that the $502 in costs are reimbursed. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/23/2024

  The data log provided from the Account Resolution Team confirms the usage had gone through the meter. When you review the data log and compare the reads to the billing statements the customer received, it confirms that the readings were actual and matched the read on the billing statement. Again, the meter was not faulty and passed all three flow tests. The issue was that the unit of measure for the meter was incorrect. This is a system error, not a meter error. If the unit of measure is incorrect in the system, then reads will be incorrectly translated to billing units. The Account Resolution team identified this after investigation was completed both on the customer and company side, confirming there was no leak occurring. This is standard procedure, as we cannot confirm if the customer side equipment is causing issue until it has been investigated. We can only investigate company side equipment, it is the customer's responsibility to ensure that their equipment is functioning properly. It is also the customer's responsibility to investigate and repair potential customer side leaks, which is why the call center representative suggested investigation to confirm if the customer could identify any potential issues on their end. The meter dial correction noted on the customer's 9.4.24 rebill adjusted off 270,963 gallons. This corrected the data that had been entered incorrectly. We apologize for the inconvenience the customer experienced doing business with us, account corrections have been completed. 

  Customer Answer

  Date: 09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Again: the adjustment is inaccurate.  The difference between the billed amount and the adjusted amount was over 2700 gallons. Since the house was empty I would question even 27 gallons use but it is very clear that any “adjustment” did not take into full account the inaccurate billing units used.  Also the company has absolutely failed to acknowledge that no in person meter reading took place until I had an inspector come out. There is literally no accurate starting number. 
  

  The previous owner’s closing bill started at 4760 and ended at 5289.

  My opening bill started at 4315 and ended at 6479

  
  This is not a simple “billing units” issue although that was one very serious and now resolved issue. The company has not proved they have any accurate starting or ending meter readings. Additionally it appears they billed the previous owner hundreds of dollars inaccurately. 
  

  So again I reject their charges and request that all bills are waived. I ought to claim back the $25 I paid.  
  

  And no I also reject that I should be responsible for the leak inspection charges.  It took the company over 2 months to provide an explanation during which time I was stressed daily at the idea of hundreds of thousands of gallons of water being leaked or lost or syphoned away. 
  

  I am again asking for all bills to be cancelled and to be refunded $502 in leak inspection charges. 
  

  And (and it’s immaterial at this point) I was told by an employee on one of my many many many calls that the meter was faulty.  

  
  Sincerely,
   ****** *****

• Initial Complaint

  Date:09/12/2024

  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.

  Service was requested from the water company in order to do inspections. While the Indiana American Water Company employee was at the residence water sprayed everywhere when the water was turned on due to broken pipes. This employee was kind enough to turn the water right back off for us. I paid the $15.36 for the service and now am being billed $25.96. When I called and spoke to ******* in customer service, I was advised that I should have known that I needed to call and cancel this account and that the $25.96 was charged for having an open account and no service. I was never advised by any of their staff that I needed to call to cancel the service. I would like this charged removed. They should explain to customer's ahead of time if they are planning to charge for an account even if you do not receive water service. I filed dispute *********** with Indiana American Water Co on 9/12/24.

  Business Response

  Date: 09/27/2024

  Good afternoon,
  
  We apologize for the inconvenience you experienced doing business with us. Due to your turn on order being incompleted, you should not have been charged for service when you were not connected, and your account was unable to start. Due to the system identifying the account as activated, it began to bill for basic service charges. We have provided a courtesy adjustment of $33.64 to your account, bringing the total balance to $0.00. Please let us know if we can assist you with anything else.

  Business Response

  Date: 10/27/2024

  Date Sent: 9/27/2024 2:31:55 PM
  Good afternoon,
  
  We apologize for the inconvenience you experienced doing business with us. Due to your turn on order being incompleted, you should not have been charged for service when you were not connected, and your account was unable to start. Due to the system identifying the account as activated, it began to bill for basic service charges. We have provided a courtesy adjustment of $33.64 to your account, bringing the total balance to $0.00. Please let us know if we can assist you with anything else.

  Business Response

  Date: 11/07/2024

  Date Sent: 10/27/2024 4:34:45 PM
  Date Sent: 9/27/2024 2:31:55 PM
  Good afternoon,
  
  We apologize for the inconvenience you experienced doing business with us. Due to your turn on order being incompleted, you should not have been charged for service when you were not connected, and your account was unable to start. Due to the system identifying the account as activated, it began to bill for basic service charges. We have provided a courtesy adjustment of $33.64 to your account, bringing the total balance to $0.00. Please let us know if we can assist you with anything else.

  Customer Answer

  Date: 11/07/2024

  
  Complaint: ********
  
  Please send a reversal file to Delaware County Regional Waste Water District. They billed me for service based on communication from your office. They will not remove the charges without communication from your company. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/07/2024

  Good afternoon,

  Today, 11/7/24, we contacted the ****** ******** ******** and requested for account corrections to be made on the wastewater side. Please let us know if we can assist with anything else.

• Initial Complaint

  Date:06/27/2024

  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.

  No bill reminder just straight shutoff my water and said it would be 1 buisness day and im now on my 2nd day no water even after paying the bill in full ***** joke these guys I’m paying $40 fee for you to turn it on today not at your convenience

  Business Response

  Date: 06/28/2024

  The attached letter was sent to the customer on 6/3/2024 detailing necessary payment to avoid disconnection. The payment of $140.40 was due on 6/13/2024 to avoid disconnection. We did not receive payment prior to 6/13/2024, and the customer's service was disconnected as a result on 6/26/24. The customer paid their past due balance on 6/26/24 at 6:18 PM EST. Our Rules and Regulations set by the IURC state that the company has one working day to return service after payment of all delinquent charges has been completed. Service was returned at the service address on 6/27/24 at 3:23 PM EST. INAW has completed disconnection and reconnection within our Rules and Regulations set by the IURC.

• Initial Complaint

  Date:06/10/2024

  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.

  5/29/24 I received an email from Indiana American Water stating they'd been trying to reach me. My bills were based on estimated meter readings & I need to contact them “before further action becomes necessary.” I called same day & had appt set for 6/6/24. I checked my email & had no previous emails, I'd received nothing via mail, & had received no calls/voicemails regarding stated issue. 6/6/24 a very nice serviceman came to my house. He told me there was no water meter present, showed me where it should've been, & stated new water lines had been placed recently. I explained I just moved in 3/24 & it had been flipped by the seller so maybe they removed it. He gave me 2 options: hire a plumber out-of-pocket to place a meter yoke in the basement or have American Water place a meter pit in the front yard for no cost. I chose the meter pit. He made a call & told me they haven't gotten an accurate reading since 9/23. I explained again that I just bought & moved in the house 3/24. I've only paid 2 bills. Is it possible they'd been contacting the previous owner? He said no, they can no longer do the meter pit, & I need to call a plumber + coordinate with American Water because they have to be here at the same time. He told me to do this ASAP. I made an appt with a plumber for the next day 6/7/24. I called American Water & they said the soonest they can come back is 6/17/24 from 8a-5p. I asked the woman on the phone if there was a better timeframe because I was told by your company that I have to coordinate a simultaneous appt with a plumber. She gave me a time from 8a-11a. I asked if there's any way I can make a set time or request the first appt at 8a for that day or any other. She said no. I said "so now I'm responsible to hire a plumber to sit at my house for 3hrs until American Water arrives & I have to pay for this all out-of-pocket?" She stated “unfortunately yes that’s just how we do it here.” It is now out of timeframe for new home warranty to cover.

  Business Response

  Date: 06/11/2024

  Good afternoon,

  
  The letters attached were sent to the customer requesting access to complete a meter change during a mutually convenient time, these notifications generate when the system identifies an inside meter that has been consecutively estimating and needs to be replaced. The letter instructs the customer to call the call center to schedule an appointment when they have availability to be home for the meter change, as the field service representative will need access to the home.

   

  To ensure our field service representatives have the appropriate amount of time to complete their orders throughout the day, we do not schedule exact appointment times as we cannot guarantee the time it takes to complete each individual appointment. We offer appointment windows if customers are not available during the all-day window, which is why the customer service representative provided the 8am to 11am appointment window to the consumer. If the appointment currently scheduled does not work with the customer's schedule, we can work to reschedule the appointment window for another date.

   

  The mailing address we have on file for the customer is *** * *** *** ********** *** ***** - if this needs to be updated, please let us know and we will complete necessary corrections to ensure the customer receives the correspondence we are sending. 

  Customer Answer

  Date: 06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Why was this not addressed sooner or with the previous owner of the property? I was told there was no reading at this property from September 2023-present. I have only lived at this property since March of 2024 and paid 2 bills to your company.  I responded appropriately with the steps you gave me. This is now being addressed just after my warranty has ended and now I am responsible for paying another party hourly to sit at my property until your company gets here after I was asked to coordinate these appointments. This is not a problem I created or caused.
  
  ******* ********

  Business Response

  Date: 06/17/2024

  The previous customer had received letters advising that the meter was estimating as well, and we requested that the customer call in to schedule an appointment. The previous customer did not call in, so the issue was occurring when the new customer took responsibility for service. We went out to this property to work the order to stop estimation on 6/6/24, and the Field Service Representative found that customer's plumbing had been redone and the meter had been completely removed. The customer was advised by the Field Service Representative that they would need to hire a plumber to install the meter yoke so we could install a meter. The meter is inside and it’s the customer's responsibility to install a meter yoke for the meter to be installed. The new customer's start read was estimated at 283 and remained the same until the meter change was installed today, 6/17/24. Customer was not billed for any usage from 3/7/24 - 6/16/24. Customer will begin being billed for current usage effective today.