Complaints

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

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  Missouri American Water Co

  727 Craig Rd Saint Louis, MO 63141-7114

• 

  Missouri American Water Co

  2323 Davis Blvd Joplin, MO 64804

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:04/21/2025

  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.

  In February 2025 I received a letter indicating I was receiving a pledge for water assistance. Although it is not a "line item" in my billing history, you can clearly see with the balances that this was applied. However, sometime between March 2025 and April 2025 that pledge was ********** bill on 3/21/25 shows a credit balance of $113.68 and my bill on 4/21/25 shows a balance DUE of $102.59. This is with bills that are only around the $20.** ***** so it is not possible unless they removed the credit.When I contacted American Water on 4/16/25 I was told "the billing is correct" even after attaching the same documents here.

  Business Response

  Date: 04/25/2025

  When a pledge comes in there are three or four line items, depends on the type of payment made, on an account statement.

  Other Activities  - the is called a statistical credit something like a promise to pay

  Manual Posting - this is a soft post of the payment

  Payment Lot - this is the hard post of the payment

  Reversal - this is a reversal of the statistical credit and/or the soft payment - there may be two reversals depending on how the payment was made. 

  The customer's balance is correct and the pledge payment was applied.

  Customer Answer

  Date: 04/25/2025

  Complaint: 23229724
  
  I have reviewed the business' response and am rejecting it because:

  
    There is no pledge on my account history only the payment I was forced to charge on a credit card.

  I have already sent the screenshot showing how an approximately 20$ monthly bill turned a 100$+ credit balance into a bill due of 100+ the very next month.

  This isnt possible unless the pledge was removed.
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/28/2025

  There was a pledge made on the account and it was paid. 

  Customer Answer

  Date: 04/29/2025

  Complaint: 23229724
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no pledge on the account. If there were, I would not have a balance due on my latest bills.

  The only credit on the account is my charge card payment on 2/5/2025. 

  There is no credit from a pledge on my account. That is clear to see in the screenshots.

  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/30/2025

  Not sure how they could have made a good faith effort considering there is no pledge on my account in 2025 and theyve provided no proof of one.

• Initial Complaint

  Date:04/11/2025

  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.

  I woke up to a pool of water in my front yard surrounding my water meter. I called the water company to have someone come out and see what was happening as weve had no pressure issues or anything else. When I called I was told they would get someone out asap. Great! Except they didnt feel the need to call and tell me that the leak was on my side or even that they were coming so I could talk to the person. Instead I had to call back and wait to talk to someone else and now wait on someone to come out and shut the water off. Why wouldnt they call when they identified the problem? Lets just keep the water running and cost me an unknown amount of money

  Business Response

  Date: 04/11/2025

  **** investigated the issue and it was determined that the leak is on the company side. Had the leak been on the customer's side of the line, the field personnel would have attempted to make contact with the customer.  The leak is before the meter, so this will not impact the customer's bill.

• Initial Complaint

  Date:12/05/2024

  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.

  Missouri water company had a contracted company called loellke plumbing come out to my house to change my water meter on October About two weeks later I noticed mold only around the area they cut and put the new meter. I called both company's and they only came and took pictures never heard from either one again. American water said they would be handling it but they have not. I called them again November 26th filed another report to no avail and I have black mode growing in my basement now. I was more free my kids and myself have asthma. My daughter has a rear immune system problem and I just want them to fix it so that my family stays safe this is not fair that hey do not care about customers. I have no place to go I don't know how to repair it and I have tried to stop the problem from growing but I need help please. Please help my family.

  Business Response

  Date: 03/12/2025

  ******* stated the customer called in on 11/15/2024 stating the meter must have leaked as there are ***** spots on the trim. A FSR  was sent by that day to check it out and found no water on valve or meter.  ******* has not had any other contact with the customer. 

  Customer Answer

  Date: 03/14/2025

  I am not happy. I just want them to remove the molded areas and replace them. The water came when they changed the meter. He must have wasted water while replacing the meter. If he would have told me he wasted water i could have placed towels or heat. Why should I be responsible for a problem that they create. They have my address and phone number they could be honest company and fix what they messed up. Just sad, they are refusing to replace what they damaged. I have tons of pictures. They even said sometimes they waste water while changing the meter. Just fix it I have children.

  Customer Answer

  Date: 03/17/2025

  Complaint: 22643054
  
  I have reviewed the business' response and am rejecting it because: I am not happy. I just want them to remove the molded areas and replace them. The water came when they changed the meter. He must have wasted water while replacing the meter. If he would have told me he wasted water i could have placed towels or heat. Why should I be responsible for a problem that they create. They have my address and phone number they could be honest company and fix what they messed up. Just sad, they are refusing to replace what they damaged. I have tons of pictures. They even said sometimes they waste water while changing the meter. Just fix it I have children.
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/19/2025

  Water to the property must be shut off to change the meter, so it is unclear about wasting water. When the water was turned back, the *** would have seen a leak at the meter.  There has been no leak found. 

  Customer Answer

  Date: 03/20/2025

  I am rejecting. I want to add that yes he did turn off the water for the service, however I have learned that even after water was shut off water is still in the lines, I'm sure you know that. I also want to add he is correct it is not leaking nor has it ever leak. I had no problem until the *** American water company came out to change the meter. I asked him if he needed a bucket or anything,  he replied no...he showed me his water holder. He had a container that already contained someone else's old water in it. He said he would catch my water with it should be big enough was his words. He must have wasted water could have been unnoticed by your employee why he didn't tell me I don't know.  But clearly I made contact because I had no problem before you changed the meter.  It should be noted that the worker from your company saw the affected area was in one place only right at the meter. There is no other problem with mold except where your employee wasted water. I believe because I am a poor minority that your big company doesn't care that I was wronged because I can't afford to fix it. I am praying to God for further support. My children and myself are starting to get more respiratory problems and headaches. I had to take off work because of this. Please resolve the problem. 

  Customer Answer

  Date: 03/20/2025

  Complaint: 22643054
  
  I have reviewed the business' response and am rejecting it because: I am rejecting. I want to add that yes he did turn off the water for the service, however I have learned that even after water was shut off water is still in the lines, I'm sure you know that. I also want to add he is correct it is not leaking nor has it ever leak. I had no problem until the *** American water company came out to change the meter. I asked him if he needed a bucket or anything,  he replied no...he showed me his water holder. He had a container that already contained someone else's old water in it. He said he would catch my water with it should be big enough was his words. He must have wasted water could have been unnoticed by your employee why he didn't tell me I don't know.  But clearly I made contact because I had no problem before you changed the meter.  It should be noted that the worker from your company saw the affected area was in one place only right at the meter. There is no other problem with mold except where your employee wasted water. I believe because I am a poor minority that your big company doesn't care that I was wronged because I can't afford to fix it. I am praying to God for further support. My children and myself are starting to get more respiratory problems and headaches. I had to take off work because of this. Please resolve the problem. 
  
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/04/2024

  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.

  Our church The Gathering House had services started with them March of 2024. They came out and turned the meter on. We have received monthly bills and paid said bills on time. Then in September of 2024 we thought we had a water leak and called to request a check. We found out the meter we had listed on our bill belonged to the business next door called Petals of the Valley. They sent a technician out to check the meter and he went to Petals of the Valley confirmed the meter listed on our bill did belong to them. Nothing else was done. I called 2 weeks later and they stated the technician did not look at our meter to get a number. I went to the church, took pictures of the meter and emailed to them. I called back and they told me that our meter had new and changed in Feb. I informed them that the meter was not new and very old. It was not digital at all so that was incorrect information. they would have to once again send a technician back out. They sent another technician out a week later. Two weeks go by and nothing. I call for the 4th time and they state the technician came out but they could not see what was done. They would escalate the issue and I would hear something within the week. Two week later at the end of October I call again because no response and they say their computer system was hacked. They were locked out for a week and a half. They just now got back in and for some reason the order for the escalation was deleted and a new one never created. They would have to once again submit a whole new order and send the technician out for a 3rd time. I called back one week later and they inform me that they had no record of me calling and would have to redo the order to send a technician out. They would escalate it up to management and I would hear something within the week. I explained that they were continuing to knowingly and willing bill us fraudulently knowing that they were billing us for a meter and water/sewer usage for a business that was not our.

  Business Response

  Date: 03/12/2025

  Meter serial number information was never logged with the City of *******. We created false meter numbers because we could not collect all meter numbers. The meter reading and address were our only identifiers of meters until we could change the meters, which was delayed due to lead service line replacements. So when our *** went out they can't look at previous history, they need to enter the control read. Every control read for 103 and 101 Main was accurate. The customer was being billed correctly on the old meter and the new meter once installed.

• Initial Complaint

  Date:11/07/2024

  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.

  Several weeks ago I asked Missouri American Water to check our water pressure because it seemed to vary significantly. My understanding, from speaking with the **** was that it would be checked at the street. Soon after, there was a note on the door saying that the worker checked it at one of our outside spigots. This worried me because we have a complex soaker hose system for watering, which has been in place for over 10 years, and each spigot feeds 3-4 hoses. We know not to touch these hoses because they have been in place for so longwe would worry about reconnecting them. I consider it immensely stupid for a water company worker to disconnect our hose system. The next time I went outside to water, the water was spraying everywhere from one connection at the spigot (on the western side of the house) which feeds 2 soaker hoses. It worked perfectly until this time. It had been removed by the water company worker and not re-connected properly, and water could not flow through it. We could not water that day. We spent about an hour later trying to get the hose to work. We could not reconnect it. I finally introduced a make-shift plastic thing which we COULD s**** the hose into, so that water would flow. This plastic thing is temporary and cannot go through the winter. I have called the water company THREE TIMES as of now, over several weeks. The last time I called was on Oct. 30, at which time I asked the company to email me. Each time, I am told that I will be contacted. They never contact us; they never resolve this problem. WE CANNOT FIX WHAT THIS WATER COMPANY WORKER CAUSED. It is sad that my only recourse is write to the BBB, expending yet more of my time, because this company will not take responsibility for its poor judgment and come over and connect our hose so that water will flow through it, as before. The water company should fix what it broke. I must say that, after this experience, I think very little of this company.

  Business Response

  Date: 12/10/2024

  Per Company Tariff Rule 3

  A. The Company shall in no event be liable for any damage or inconvenience caused by reason of any break, leak or defect in the ****************** or fixtures or in the physical connection between the ****************** and the Company owned service connection.

  This would be the customer's responsibility to correct or repair the hose at their property. MOAW went to the property as an emergency at the customer's request about low pressure. No one was home so the *** checked the outside spigot and the water pressure was fine.  

  Customer Answer

  Date: 12/11/2024

  Complaint: 22525926
  
  I have reviewed the business' response and am rejecting it because:  this company has been 100% non-responsive and it SHOULD NOT do what it did without asking permission, and it should not leave it as it is.  
  
  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 12/16/2024

  If a customer is not home and has called in an emergency due to low pressure, then the pressure will be checked at an outside spigot. 

  Customer Answer

  Date: 12/16/2024

  Complaint: 22525926
  
  I have reviewed the business' response and am rejecting it because:  I was told on the phone that the pressure would be checked at the street.  I was NOT told that faucets would be involved at all.  If something is changed and some sort of damage is incurred, the company should fix this.  The company should not leave the faucet in a non-functional state (when we tried to use it, water sprayed all over and we could not reconnect it, and still cannot).  A company should not leave someone's property in this non-usable state.  In addition, I called the company 3 times, wrote to a street worker we knew from previous street work (who did respond, and passed the message on), and we eventually reported it to the Attorney General because THIS COMPANY WAS COMPLETELY NON-RESPONSIVE.  This is the sign of an irresponsible and disreputable company.  The company should have left the faucet as they found it, and since this was not done, it should have responded to us promptly.
  
  
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 12/19/2024

  The business has not done provided a good faith effort on my complaint.

• Initial Complaint

  Date:10/21/2024

  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.

  Missouri American Water had a company install a new meter about 2 years ago. Apparently there has been a leak in this area ever since. They have dug up the circle in front of my house multiple times. They recently realized that the leak was coming from my yard right where they had done work before. American Water contracted the work out and they dug up my yard to repair this, which is fine, I understand that a leak cant go unfixed. The company had to take out a sidewalk slab. They also broke a corner off 1 of my 4 driveway slabs. This contractor has offered to fix this slab, but I would argue that this was inevitable when having to dive a 4 foot deep and 6 foot wide hole right next to an old driveway that already had cracks. Since this is inevitable this is Missouri American Waters responsibility as it is their work. The issue I have is that there will be no way to get this repair of the slab to match the other old slabs. To add on top of that, this company couldnt dig a hole without breaking this slab, how do they expect to reasonably break out the damaged slab without affecting the others around it. This company fixed the sidewalk and it looks completely different than the current concrete. I am not satisfied with 1 slab being grey and one slab being tan.I believe Missouri American Water is responsible for this. I have been emailing them and received an automated response saying they received my email and it will be sent to the correct department, but no one has reached out. I have sent follow up emails and no one has responded. I am getting extremely frustrated with Missouri American Water due to their lack of response. I want my driveway replaced so it matches, which is what I had prior to the work.

  Business Response

  Date: 10/24/2024

  We understand the customer's frustration and appreciate their patience.  MOAW will only be responsible for repairing what was damaged during the time of repairs.  We must follow the St Louis County guidelines on what materials must be used, this unfortunately sometimes causes the concrete work to be mismatched with existing concrete work. 

  Customer Answer

  Date: 10/28/2024

  Complaint: 22449696
  
  I have reviewed the business' response and am rejecting it because:

  Since I have started inquiring about this work, I have been mislead by being told there was no work being done on my property and it was being done across the street. Every time I have called I have been pushed off and told someone will reach out and I believe the only time that someone did reach out was the contractor doing the work a week after I had called. I have since been attempting to communicate with you via email and there was no response back to me until you had a data breach and said something to the affect of your email would be sent to the appropriate department. I still have never received any contact from you. I have raised concerns about you and your contractor making repairs to my driveway. When the contractor had come to finally fill in the hole and pour the sidewalk he neglected to fix my driveway. They actually covered the broken portion with dirt. I had talked to some of the workers onsite and they said that their boss had come and taken pictures of the broken portion of the driveway. I later called the contractor and asked about the driveway and he had acted surprised and told me they were supposed to pour your driveway today too. I believe I was being intentionally misled and the contractor was hoping I wouldnt say anything. I believe that you and your contractor are acting in bad faith as you are being unresponsive to me and your contractor is being intentionally misleading. Additionally, your contractor could not even dig a hole in dirt next to the driveway without breaking it, how do you expect to break out the driveway slab without damaging the others around. 
  

  Your contractor wants to pour the slab this Thursday. I DO NOT find this as adequate compensation for the damages you have caused. I feel I have to do this due to your lack of communication and misleading actions.

  I will be documenting every portion of the slabs next to where your contractor attempts this repair. Due to the contractors inability to dig a hole in dirt next to my driveway without breaking a portion of the driveway I fully expect that there will be damaged portions. They will be documented and I will likely be seeking legal action as it appears you are doing as little as possible in hopes homeowners become exhausted with attempting to reach you and ultimately give up. 
  

  Ultimately, your attempt to repair the driveway will put me and my property in a worse condition by not having a uniform driveway.

  Sincerely,
  
  **** Walk

  Business Response

  Date: 11/01/2024

  Again we understand the customer's frustration however only what was damaged will be replaced. 

• Initial Complaint

  Date:10/04/2024

  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.

  A new water meter was installed in January. My water usage went from 600 gallons a month to ******! (I wasn't living at my house at the time but I was there unpacking boxes and only using the toilet and water to wash hands.) I called and reported the problem and they said it was a leaky toilet (it was not leaking) and my humidifier on the furnace. I don't have a humidifier or a furnace. They offered to reduce my bill by half if I agreed it was the toilet and humidifier leaking. What the duck! Multiple visits to my house and watching the toilet flush, looking for any signs of a leak in the non-existent humidifier, seeing no signs of a leak anywhere, they still insist that I used all that water in January and February while not living there. It has caused my msd bill to go up by $150 a month because yearly billing rates are set based on water usage in the first 3 months of the year. They refuse to admit that the meter could have had a glitch of some kind. It is unconscionable that they continue to lie about this matter and not just admit to a faulty meter or reading. Gaslighting at its finest!!!

  Business Response

  Date: 10/24/2024

  Customer's 4 month old meter was tested on May 24, 2024 and passed. The customer again has periods of constant usage and high usage based on the *** usage.  This is similar to usage prior to the meter change on May 20, 2024 change out.
  
  All reads are actual reads and the billing is correct.  If the customer would like the meter tested again there would be a fee of $41.50 since she has already had a meter test in the last 12 months.

• Initial Complaint

  Date:09/19/2024

  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 HAVE BEEN DEALING WITH A EXTREMELY HIGH BILL WITH THIS COMPANY OVER A YEAR NOW , I USED MORE WATER IN MY CONDO THAN I DO AT MY HOME AND MY BILL IS RIDICULOUS . I DO NOT AGREE WITH WHAT THEY ARE TRYING TO CHARGE ME MY MOM HAVE A 5 BEDROOM HOME AND MY BIL IS THE SAME AMOUT AS HERS JUST ABOUT. I NEVER WATER MY GRASS BECAUSE I AM AFRAID THAT MY BILL WOULD GO WAY OVER SO THEREFORE I HAVENT WATER MY GRASS BECAUSE I SIMPLY CANNOT AFFORD IT OR MY BILL AS IT CONTINUES TO GO UP MONTH BY MONTH.

  Business Response

  Date: 10/24/2024

  The customer scheduled two investigative appointments with MOAW.  When we arrived the customer was not at home to allow access to investigate high bills. 

• Initial Complaint

  Date:08/15/2024

  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.

  This issue is regarding the May, June and July 2024 bills that have been overcharged. The blame is being placed on our water company Public Water Supply. Missouri American Water is charged out for way more usage than Public Water Supply. In 30 years, our bill has never been over $100 or even close to it. Even when we used 22k gallons our sewer bill wasn't that high and all of a sudden, we have been getting charged for 13k gallons and only using 6-8k gallons. There has been confirmed to be no price increases. Public Water Supply is billing correctly but Missouri American Water is not. They refuse to acknowledge that they have overcharged and refuse to adjust the bill. Public Water Supply sends usage monthly to Missouri American Water so they clearly can see the discrepancy. The bill will not be paid until it is fixed. I am trying to get this resolved without having to take legal action. I sent a copy of the bills from both companies since the beginning of the year and the letter where they are trying to blame the water company for their price gouging.

  Customer Answer

  Date: 10/30/2024

  My complaint has been resolved.

• Initial Complaint

  Date:08/08/2024

  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.

  The utility put in new water mains and services in my neighborhood. Once I got a new water service, my water pressure was reduced by more than 50%. They had a plumber come out once, look at it, said MO American would pay to have it fixed and plumber won't come back to fix. We've called multiple times. Furthermore, the restoration in all of my neighbors' and my yards has been terrible. Grass never grew (even with consistent watering). The only thing that crew was weeds. The whole neighborhood looks terrible due to their restoration efforts.

  Business Response

  Date: 08/28/2024

  The customer did not contact customer service to inform MOAW that there was an issue.  This has been reported to the team that handles the main replacements.