ComplaintsforMissouri American Water Co

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acct # :**************** We received a letter dated for 5/31/23 that our meter was going to be replaced. Our meter is located in the basement in a cabinet. In the past we received a notice for them to replace it, but when they tried to replace it they said they were unable to because of the location. I had to call 8 times before I was able to reach anyone. I called to voice my concern that the letter seemed threatening by saying failure to allow access to the meter at all times would lead to our water being discontinued. The meter was located in the basement inside of a cabinet when we purchased the house. I also wanted to confirm that they would be able to change the meter, and the person I spoke with couldn't confirm they would be able to do so.

  Business response

  06/07/2023

  We require that the meter be accessible and if it is in a cabinet and the customer has been told prior that the meter could not be changed, it would be the customer's responsibility to make it accessible. 

  Per the MAWC Tariff

  Rule 15 Meter and Meter Installations

  H. Approved meter installation locations in dry basements, sufficiently heated to keep the meter from freezing, may remain, provided the meter remains readily accessible, as determined by the Company, for servicing and reading, the meter space provided is located where the water service line enters the building, and a properly installed electrical ground wire is installed around the water meter. Meter space guidelines are based on meter size and will be provided to Customer by the Company upon request. It is the responsibility of the Customer to provide a location for the meter, which in the event of water discharge as a result of leakage from the meter or couplings will not result in damage. If a Customer refuses to provide a reasonable and an accessible location for a meter installation and servicing as determined by the Company, the Company will notify the Customer and the Missouri Public Service Commission before ultimately refusing service or proceeding to discontinue service.

  Rule 19 Access to Customer's Premises

  A. Authorized personnel of the Company shall have access at all reasonable hours to the premises supplied for the purpose of making necessary examination of the plumbing and fixtures, taking meter readings, changing meters, installing, removing or servicing remote reading attachments, and for any other reasons deemed necessary by the Company. Such access must be provided as specified in this rule to avoid discontinuance of service.

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting on May 8th American water started work replacing main water lines in my area in which around 10:30 pm the water would be shut off. I was aware and pleased that I would be asleep for this however my water meter that American water updated 2 years ago started to make an extremely loud noise that you could hear from my neighbors yard outside. You can imaging what it sounded like in my house! Needless to say I called and they said somebody would be out. Unfortunately nobody came and I got wry little sleep that night! The following night around 10:20 the same thing. I was unaware of them Working on the lines so I called again and was informed of a water main break in my area and was told a crew would be out to check the meter…nobody showed up! Then on the 10 around 10 pm the noise started again so I called for the 3rd and was told another water main was broke in my area?? What are the chances of that?? At that point I knew nobody was coming so we scheduled a time for the 11th I said I work from home so anytime would work except 12:30- 1:30 as I had an appointment and after the two no shows I wasnt canceling. A 7 hour window should’ve been sufficient! As I was pulling on my street at 1:25 I pass an American water truck leaving!! I called again and was told that they can’t schedule those types of appointments you just have to wait without a time frame and it could be all day. I was willing to wait all day except that 1 hour and with the prior no shows I have to say I was shocked by the lack of respect for my time and inconvenience but I was willing to schedule a time for them to come out and replace or fix this meter but I was then told the reason for the noise was because when they shut the water off air goes through the meter causing it to make that loud noise and that I can hire someone to come out and fix their meter!!! First off I dont know who fixes American water meters and why am I responsible for paying for someone else to do it???

  Business response

  05/25/2023

  We do apologize for the inconvenience the main breaks caused you.   In regards to your meter, the meter is fine what you were hearing is air in the lines after following a main break. 

• Initial Complaint

  04/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had order to have water turned on. Order wasn't filled. Arrived home to no water for my kids and pets. Called and they said they would send someone out on emergency order. Was told I didn't have to be there but would be responsible for any damages. I agreed but said I wanted to be there and asked for a call when someone was going and was told that would happen. I said I'd be leaving because I couldn't feed or wash my kids without water so I expected a call. Arrived back home about an hour later and waited 4 hours before calling and seeing if anyone was arriving. They said someone already came but they would send someone else out because they didn't call me the first time. Waited nearly two hours for them to call back and say no one is coming. 4 small children and pets left without water for a week so far.

  Business response

  05/01/2023

  The customer set up service online and the system selected the appropriate service order based on the water being off or on.  When the move out was completed for the previous customer it was stated that the water was left on.  This was in error since the water was turned off.  When the customer called on April 30, 2023 because there was no water an order was sent out.  However when the field representative turned on the water, there was water flow of almost two gallons a minute.  Because MAWC does not want to undue property damage and no one was home, the water was left off.  There is a service order scheduled for May 1, 2023 to turn on water service, however if water is still flowing and no one is home the water will be left off. 

  The customer set up service for April 24, 2023 however they did not contact MAWC until April 30, 2023 to inquire why they had no water.  If the customer had no water for a week, they did not call regarding it. 

  Customer response

  05/01/2023

  Complaint: ********
  
  I am rejecting this response because: No one explained their error on the water and the previous customer. No one explained that if there was water flow, that water would not be left on (I knew there was water flow because I left it on so my cat could drink). Water was not turned on during the time it was scheduled, when there was no water flow. They did not call me when they went to the house to turn on the water, after I advised them I would need the call. I informed them I had 4 small children and pets who needed water and they still would not send someone out. Children and I had to drive  80+ miles away to stay with family so kids could shower, eat, and have clean hands. 
  
  Sincerely,
  
  ***** ****

  Customer response

  05/01/2023

  Complaint: ********
  
  I am rejecting this response because: No one explained their error on the water and the previous customer. No one explained that if there was water flow, that water would not be left on (I knew there was water flow because I left it on so my cat could drink). Water was not turned on during the time it was scheduled, when there was no water flow. They did not call me when they went to the house to turn on the water, after I advised them I would need the call. I informed them I had 4 small children and pets who needed water and they still would not send someone out. Children and I had to drive  80+ miles away to stay with family so kids could shower, eat, and have clean hands. 
  
  Sincerely,
  
  ***** ****

  Customer response

  05/01/2023

  Complaint: ********
  
  I am rejecting this response because: No one explained their error on the water and the previous customer. No one explained that if there was water flow, that water would not be left on (I knew there was water flow because I left it on so my cat could drink). Water was not turned on during the time it was scheduled, when there was no water flow. They did not call me when they went to the house to turn on the water, after I advised them I would need the call. I informed them I had 4 small children and pets who needed water and they still would not send someone out. Children and I had to drive  80+ miles away to stay with family so kids could shower, eat, and have clean hands. 
  
  Sincerely,
  
  ***** ****

  Customer response

  05/01/2023

  Complaint: ********
  
  I am rejecting this response because: No one explained their error on the water and the previous customer. No one explained that if there was water flow, that water would not be left on (I knew there was water flow because I left it on so my cat could drink). Water was not turned on during the time it was scheduled, when there was no water flow. They did not call me when they went to the house to turn on the water, after I advised them I would need the call. I informed them I had 4 small children and pets who needed water and they still would not send someone out. Children and I had to drive  80+ miles away to stay with family so kids could shower, eat, and have clean hands. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov 21st, Mo American Water dug up my yard to replace a meter with NO notice given. Since then my actual reading of 7 gallons a day has went up to the "estimated" 300/420 and now over 600 gallons a day. It is just me who lives here, and my 2 kids are here half time. On March 1st I noticed water from my yard flowing into the street from the meter. I called the company and they once again dug up my yard and I have the call tags from the company that state my water was leaking a gallon per minute thus the 600 gallons a day they have charged me. This explained the very high "estimated" usage I was being billed for. As of now March 22, I still have a giant hole in my yard. The company has no answers on when it will be filled, or if my meter is still leaking or what, and they are refusing to do any adjustments on my past bills that I have paid for! I would like my bills to reflect ACTUAL usage going back to pre Nov 21st when I was bill accordingly. And I would like the giant hole in my yard to be filled and covered with sod as it was.

  Business response

  04/14/2023

  The customer was provided with a courtesy leak adjustment in error which only provide a 50% adjustment of the overage.  He should have been provided a company leak adjustment which is a 100% adjustment of the overage.  This has been corrected and a new invoice sent to the customer.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On average, my water bill through American Water is ~$25-29/month. My first high water bill of $83.20 was paid through autopay on 11/30/2022. My next high water bill of $118.68 was paid through autopay on 12/28/2022. A customer Service representative, *** *******, came out to my home on 01/08/2023 to read my meter. He knocked on my front door and asked to come in and check; he confirmed I had a leak outside of my house. He said I would hear from American Water soon, but almost 2 weeks went by and I didn't hear anything. When I called, the first thing the customer service representative asked was if I had gotten the problem fixed. I said I had been waiting to hear from American Water. She then told me it was my responsibility to get it fixed. My next high water bill of $213.32 was paid through autopay on 02/02/23. I had the leak fixed on 01/27/2023- that day another American Water representative (*****) gave me the Leak Detection Kit. I called again on 02/08 and 02/21 to try and get a credit on my bill b/c American Water was so slow to respond, didn't inform me of a leak until the first week in January, and didn't contact me soon after for resolution. I have spent a lot of time trying to talk to American Water to request a credit to my Water bill for all the months that my bill was in excess of the average bill since they were so slow in contacting me. I didn't know I had a leak until January 8th and eventually was losing almost 46 gallons of water/hour. I had water sitting against the foundation of my home, so I had a plumbing company come out and resolve the issue on 01/27/2023. American Water states the meter was accurate. While that may be true, they were non-communicative and did not act with a sense of urgency. Their leak detection kit says on the front, Because Every Drop Matters. It also says "We'll work as hard as possible to help you." I would appreciate assistance in getting a credit to my bill (~$485 which is approx. amount in excess of my average bill).

  Business response

  03/22/2023

  The customer's disputing is currently in process with the ******* ********** Team.  The customer did not contact MAWC until after the third high bill was generated.  The customer owned service line is the customer's responsibility.  The customer is eligible for a leak adjustment which would be an adjustment of 50% of the overage on the two highest bills.  In this customer's case that would be the January 2023 and February 2023 bills.  The ******* ********** Team will be reaching out to the customer. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Missouri American Water Company hired subcontractors who violated our instructions regarding an "opt out" of installing a "smart" water meter on Mar. 7, 2023. They came to our property, fiddled around in front of our house (I didn't know why they were there; no one came to our door to inform us of any work they were supposed to perform). Well, they went ahead and INSTALLED A SMART METER, despite the fact that we're paying EXTRA for the privilege of not being bombarded by another source of EM radiation. Someone from Mo. American Water Co. called me at around 12:25 pm Mar. 8th to inform me of the "mixup." As I demanded that that meter be taken out immediately and the analog be reinstalled, I was told by the company representative that she would send in a work order for that to take place. "But WHEN?," I asked. She said she'd inform me by email. I had to fight bitterly to "opt out" and are charged extra. But we were willing to pay extra - as I believe HEALTH is EXTREMELY IMPORTANT. IT IS EGREGIOUS THAT SOMEONE at Mo. Am. Water VIOLATED OUR AGREEMENT with them in the first place. This company is subpar in customer relations.

  Business response

  03/22/2023

  We apologize for the error that was made, the AMI reading device was installed on March 7, 2023 at 3:11pm.  The reading device was removed on March 8, 2023 at 12:57pm. 

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American water has shut off our water without cause. We paid them (and have proof) in December, and, when called, they even acknowledged that. But then they said they wouldn't accept anything but cash because we "hadn't paid." We tried on 2 occasions to pay, but they never took out the payment. We never received any notification that anything was wrong until they cut off the water on January 20th. We contacted, they said that we had paid, but couldn't get the water on for 24 hours. The person we talked to said that it was their error and that we would not have to pay extra to reconnect it. When contacted the next day because the water was not on, they said no order had been placed to turn it on. We asked to speak to a supervisor, we were told numerous times that "none existed". They said water wouldn't be turned back on until Monday. We have 2 children; we have paid numerous times and have done nothing incorrectly. When told we would complain to the BBB and the mayor because they just received the new water contract, the person we spoke to said that we should and that it was terrible what was happening to us...but offered no help to turn on the water that we paid for.

  Business response

  01/26/2023

  The customer has had two returned payments due to the bank account was not valid.  Prior to the disconnection the customer was sent two letters that stated the payments were returned and that she is not able to pay with a check.  Any payments the customer makes must be in cash or by credit card.   Both of these payments were made to avoid disconnection.   

  The customer has made five payments to MOAW, the three that were valid payments were made by credit card.  It is possible when the customer entered her checking information, something was incorrect.  The customer did not call us prior to being disconnected to question the letters she received. 

  In review of the account, there is no violation on the part of MAWC.  The customer was sent disconnection notices and multiple attempts were made to contact her by phone.   The customer was made aware of the returned checks prior to disconnection through letters. 

   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Missouri American Water Customer Service Department, I received a letter from your company dated June 8, 2022 concerning a recorded higher than normal water usage. When I received this letter, our area was beginning to experience a drought. The temperature were getting very high with no rain in sight. I called your company many times over the next few weeks only to be told by a recording that call volume was very high and the wait time could be as long as 2 hours. Who can sit on hold for 2 hours? I received my next bill, which had jumped in price from $57.40 in April to $346.34 for June’s charges. As prior, I tried calling your customer service department to no avail due to high call volume. You would think company of your size would be prepared for additional call during the summer months and especially for those experiencing such high temperatures for a long duration of time. My June bill thus increased again to $488.18, which started to appear like the water use was compensating for the weather conditions. We had no visible or outward signs of a water line leakage in the yard, nor any running toilet tanks. The July bill continued to rise to $588.00. As I continued to research my property for causes, none were clearly apparent while still not getting through to your company. When the August bill came, of $711.01, I was determined to get through to your company no matter the time investment since your customer service department was clearly ineptly staffed for its consumers. I had my sprinkler system inspected and it was cleared of no leaks. I was completely confused. I’ve been told in previous summers that the Water Company read would not actually read the meter due to rose bushes growing around the meter and would just estimate the bill. I thought the bill was being grossly estimated high for the drought. On September 15, 2022 I spoke to your customer service agent, *****, who said they were scanning the meter and the bushes were not the issue. I asked for a re-read and your field rep, ***** ****** ****** came out. He told me I had a reading consistent with a water leak, he couldn’t advise me whether it was inside or outside the home. I told him the sprinkler professional had already checked my system and said it was fully functional. I started investigations inside my home by turning all toilets off until a plumber could be arranged for inspection. I asked **** to return to determine if my water usage had dropped with toilets off. I had only one toilet with water on. The reports still showed unusual usage of water. I requested a different plumber to return to our home and he inspected toilets again. The plumber did find that some of the toilets were seeping water into the black pipe, that leads directly into the sewer and does not cause the sound of a toilet running. Again I asked **** for a report to see if the drastic usage had decreased. **** told me that the water company would have to charge me for the report “next time” he came, which I interpreted as not that current day. However, on my next astronomical bill of $343.30 a meter reading was added in for $27.50. I was upset to be charged when clearly I had a complex case. The sprinkler guy had been out 3 times and is saying my system checks out while the usage is still high when I’m turning the system off and left on waiting for **** to measure meter. **** wouldn’t give any straight forward information helping me determine where the problem was arising. I called on September 28, 2022 and spoke to ******* in customer service. She sent my bill for review dispute and said they would give a 30 day lock on the bill for late payments and no late charges incurred. On October I spoke to ****** in customer service and I noted your company added a $5.15 late fee. I asked to speak to the local supervisor. It took several tries of back and forth until I spoke to ***** *****. He refused to refund the late fee & meter reading service charge. He told me call customer service and ask for a leak adjustment. I asked ***** to speak to his supervisor for I was dissatisfied with his responses. He gave me the number of ***** ******* at ************ who is the supervisor over both Branson and Joplin, Missouri. I left several messages for Mr. ******* and he never returned any of my phone calls. I called him October 20, 2022 and October 27, 2022 and November 3, 2022 before I gave up. On November 14, 2022 I called customer service and spoke to ****. He created a case and customer grievance for account resolution. He asked again for a leak adjustment and sent it your Resolution Team. On December 2, 2022 I received the same blanked letter saying I no credit adjustment can be issued at this time. It is appalling the way your company has treated me when needing help to untangle this complicated household leak and continually to ignored my request for resolution to outrageous bills incurred. I have paid all my bills and late fees in good faith, fully expecting a leak adjustment.I have no choice but to report your company to the Better Business Bureau in the hopes they can determine a proper resolution for both parties. I have tried to resolve this through your company channels to no avail. Sincerely, **** *******

  Business response

  01/18/2023

  We visited the customer's property on September 21, 2022 and informed her at that time most likely her bill was due to heavy irrigation.  We performed a data log which shows hourly usage.  The customer requested that we come out again and did so on September 27, 2022.  We performed another data log and it reflected that during the time the irrigation system was off and usage was down, and during the time it was on, that the customer was heavily irrigating.  She then requested that we come back out a third time on October 5, 2022.  These are the notes from the field representative.  

  "Customer asked me to return to property to perform another data log. I explained to her over the phone that pulling another one was redundant, and unnecessary. She explained that she had interrupted her irrigation for a longer duration this time, and wanted to see if it affected her consumption. Data log shows that consumption has been significantly lower. Data log also shows that she has a small leak that starts and stops during every 24hr period. I explained to her for a 3rd time that it appears that the large issue is her irrigation consumption. I explained also, that she appears to have a fixture that is leaking intermittently. I again recommended that she hire a professional to resolve her issue. I did explain to her that we do not want to make return trips to property for the same issue, and that she would be charged a service call for this trip, and any subsequent trips for same issue."

  It costs approximately $100 for each service call MOAW performs.  In review of her historical usage her usage during the months of July, August, September and October are very similar in both 2021 and 2022.  The customer irrigates her lawn. She should reevaluate how long and the frequency that her irrigation system is running.  MOAW will not be issuing a refund for any charges.  If she had a leak it can be reviewed for a possible courtesy leak adjustment, if she meets the criteria. 
  
  

  Customer response

  01/19/2023

  Complaint: ********
  
  I am rejecting this response because: The water company field representative would NEVER specifically state where the over consumption specifically coming from although with his experience in reading water reports knew it was from my irrigation system. He direct me to both irrigation and home toilets in addition to other possible culprits within my home. I did hire several professionals, including a plumber twice and 2 irrigation companies. The second irrigation company did determine I had a leak.When I requested a leak adjust from MO American water, I was refused twice. Additionally, the field representative said he would charge me "the NEXT time" he would have to come to pull a report. Instead he charged me THIS time and didn't tell me. He never stepped foot out of his company vehicle as I went to the truck to receive the data and it was emailed to me. Their response doesn't address the late fee added to my bill (which I was told would not be added), the extra charge for pulling report and the rejection of adjustment due to irrigation leak and the fact the surrounding area supervisor never took or retuned my calls. 
  
  
  
  Sincerely,
  
  **** *******

  Business response

  01/23/2023

  MAWC field personnel are not plumbers.  We cannot say with 100% certainty how water was used only that it was used.   Based on the field personnel notes the customer was informed that they would be charged for the third visit.  There is certain criteria that the customer must meet to be granted a one time courtesy adjustment.  In this customer's case her usage was not two times higher than the previous year, so she was denied an adjustment. 

  There will be no adjustments made on the customer's account. 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received me water bill in September of 2022 and noticed that my water bill had more than tripled with no change to usage inside the house. During this time, contractors for Missouri American Water were working on water issues in front of my house. I Called Missouri American Water and they agreed something was off and were going to start an investigation. I never heard back from anyone, just received my water bill for October, where is more than doubled again. I Called and was told the same thing, someone would look into this and get back to me. Never received anything from Missouri American Water. Then November come and my usages goes up again and I get a shut off notice. I called and they put a hold on the shut off then I get a credit for $30 for a water leak that they found from 11/9-11/21. I get a call yesterday for shut off again and the person who helped me was extremely kind. She mentioned that she saw the notes where I called and that my bill looked. "WAY OFF". She also said she's confused why an investigation for the previous cycles wasn't performed and also confused why I didn't receive a letter from Missouri American Water. She committed to me that she would have a thorough investigation done on all pay periods and get it corrected. This has been a horrible experience and I'm just wanted to pay for the water that was used.

  Business response

  03/22/2023

  The customer was provided a leak adjustment in the amount of $39.43 for a total of 6,000 gallons of water. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my roommates transfer the water to this address two weeks ago and then yesterday they come turn it off and not switch the water to our name at this new address and now they won't accept our calls and service is very rude an unprofessional

  Business response

  12/28/2022

  I did listen to the call from 11/29/2022. The customer called in asking to start service at the new property and close his old service. The *** went to active this account and the delinquency check came up asking for the customer to pay his past due balance. The *** advised the customer to pay $83.05 the customer said, ok the *** offered to take it over the phone, and he stated he would go and pay it at a payment center. The customer said, after I pay it, I call back and the *** said, yes just advise them that you are moving into a new party, and you need to start service.  The customer never paid the balance requested. The customer doesn't call back until 12/13/2022 regarding no water because the property had been turned off for inactive with consumption.

  There were 4 attempts made to contact one of the room mates on December 14, 2022 and there were two hangs and two calls when straight to voicemail. 

*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. ↩