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Business Profile

Utility Water Company

Illinois American Water Co

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Water Company.

Complaints

This profile includes complaints for Illinois American Water Co's headquarters and its corporate-owned locations. To view all corporate locations, see

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Illinois American Water Co has 5 locations, listed below.

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    Customer Complaints Summary

    • 45 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Case# ********** On 7 July American Water visited my recently purchased property at *** ******** in ********** IL. The purpose of the visit to *** ******** to execute a water shut off order issued by the previous owner. I was unaware they were visiting the property. This property is a duplex with *** ********. *** ******** has no water service and had not yet been inspected since taking ownership to ensure it was prepared for service. On 8 July I received a call from a maintenance person working near by that I had a flood of water coming out of the back door of the property. I arrived at the property about 10AM on 8 July and found that the water was turned on on *** ******** and was flooding overnight both *** and *** ********. American Water co is not taking responsibility for the $23K in damage caused by the flooding. American Water is claiming that because I opened the water shut off cover on 8 July in an attempt to mitigate the ongoing flooding the damaged caused was not their responsibility. I am requesting payment in the amount of $23K to pay for the clean up and restoration of the property.

      Business Response

      Date: 08/09/2022

      At the time *** ****** filed this complaint, ****** insurance agent had reached out to *** ****** and acknowledged his claim.  At this time, the damage adjustor is gathering information and **********, the insurance agent, will be working with *** ******.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      IL American Water changed my wtare meter almost 4 to 5 months ago, after that suddenly my water bill jumped an average 25$ to 200 Plus dollars , i called several times nobody responded properly to resolve this issue On 7/19 they came and disconneted my connetion still i have no due amount please see the attachments. Paid all old balance on 7/13. This is vey bad serbice from IL water.

      Business Response

      Date: 08/04/2022

      Local office inspected meter on 7/20/22 and the water service was on. The RF device was not functioning so the meter was changed on 3/29/2022.  Water consumption after the change was extremely high in April and May but went back to normal for June.  A leak inspection was done on 5/6/22 to inspect for high consumption and a data log was obtained at that time.  The person on site told our Field Service Representative that they had a leaking toilet.  Since the toilet appears to have been repaired, a leak adjustment was placed on the account.  An email was sent to the customer explaining all of this. 

    Illinois American Water Co is NOT a BBB Accredited Business.

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