ComplaintsforMissouri American Water Co

• 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. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For years I have noticed that the water bill at one of my buildings was very low. I called numerous times to investigate and was told that the building only uses [numbers between 38 and 108] gallons per day and that the bill reflects the proper amount. A number of months ago an incompetent water meter person showed up and claimed she could not turn the water valve off in order to replace the meter. I paid plumbers to come out and inspect the valve. All they did was open it and close it a few times and they told me it was fine. I had to pay the plumbers for doing essentially nothing. Recently a new person came out and a water meter was replaced in the building and suddenly I get a bill for 16,600 gallons of water! In this building (***** ******** by the water company records, but the real address is ***** ********) there are 11 toilets which are all used by very few people, some of them never used. There are a few sinks, and no constant water usage like showers or washing machines. The most water that gets used is when the maintenance man powerwashes the parking lot and he only does that a few times per year. There is no possible way that 16,600 gallons of water made it through those faucets. When I tried to contact Missouri-American water at 12:10 pm on 12/12/22, I was put on hold 37 minutes into the call, while requesting a supervisor. approx. 15 minutes later they hung up on me. On 12/13/22, at 12:50 pm, I again tried contacting the company and could not get a supervisor. I have been on hold for 47 minutes already as I write this complaint. They absolutely will not correct the problem, nor get me a supervisor who might be able to do so.

  Business response

  12/14/2022

  The customer's meter stopped registering usage in July 2020.  However due to COVID guidelines we could enter the building.  In September 2021 we were able to access the meter however due to bad plumber we were unable to change the meter.  The customer was made of the repairs, he was responsible for.   We attempted to access the meter again in August 2022 however the customer was on the premise.   In November 2022 we successfully changed the water meter.

  Because the meter stopped the customer was not being billed for any usage.  Now that the meter is registering the customer is being billed for water usage.  The billing is correct.

  Customer response

  12/15/2022

  Complaint: ********
  I am rejecting this response because:  I can't say it any simpler:  It is completely 100% ********.

  There was never any bad plumbing or bad plumber.  It just didn't happen or exist.  The customer (Me) made NO REPAIRS.
  

  The business that is my representative on the property can allow access to the meters at any time during regular business hours, Monday through Friday, so at no time in August 2022 was the meter inaccessible unless they came at night, or on a weekend, or before 7:30 AM.

  If they changed the meter in November, they are saying we used 16,600 gallons from July through November and that building does not use anywhere near that much water on an annual basis.  I CAN PROVIDE THE BILLS AND RECEIPTS FOR THE LAST 4 YEARS.

  Whoever wrote their response is writing complete nonsense with no relevance to facts or physical reality on the grounds.
  

  There was no issue accessing the building at any time, even during the worst of COVID.  Additionally, The first water meter person who came to the building was a relatively small female.  She physically did not have the strength to turn the valve.  I know because my representative was there and watched her.  After she left, they said the valve was broken, so I called my plumbers.  MY PLUMBERS CHANGED NOTHING.  They did not fix a single thing!  They did not put a wrench on anything.  They merely closed the valve and opened it again and told me the valve was fine and sent me a bill for the service call.  I can prove it with actual documentation because I have the bill! 

  The next time was water meter was changed, the person who did it had no problems whatsoever, yet nothing had changed!  The reason is that the first person was incompetent and forced me to call plumbers when no plumber were needed. 
  

  Additionally, I CAN PROVIDE COPIES OF WATER BILLS AND PAYMENTS FOR AT LEAST 4 YEARS that prove that 16,600 gallons is not reality.  At no time during those 4 years did we use anywhere near 16,600 galls in one month, 4 months, or even 6 month!  By the records I have been given, the entire property uses about 28,000 gallons per year, on the high end.  There is no possible way that suddenly, when the meter changes, we magically started increasing our water usage by 200% to 400% and used 16,600 gallons in 4 months. It just makes no sense.

  Additionally, let's just say for a minute that what they said is partially correct.  Each month we pay for a certain amount of water.  The minimum amount creates the same bill, no matter what.  They want to transfer 4 months' worth of usage all to one month and ignore that I've been paying for all the prior months too?  That makes no logical sense.

  Their response in nonsense.  If they want to charge me $145 for one month, there's not much I can do about it.  I'm a little guy and that can force me.  But I will spend the time and effort to provide my FACTUAL WRITTEN EVIDENCE against their random made-up excuses and I will ensure they have to force me to pay what is not rightly theirs.  This water company is a fraud, a scam, and a bunch of bullies.  Every experience I have had with them has been the same and it is very regrettable and unfair that in order to be treated fairly I have to report them to the BBB, the Attorney General, and to the Missouri State Utility Commission.
  
  
  Sincerely,
  
  ****** **********
  
  

  Business response

  12/19/2022

  The customer started service in January 2020 and in July 2020 the meter stopped.  He had not been paying for at water usage at the property for over two years.  So the only charges on his bill were for basic service charges.  His hourly usage shows that there is water being used every hour since the new meter was set.  The usage is between .12 gallons to 160 gallons an hour.  If this type of usage is not typical of the building, the customer should check for leaks.  There is leak detection information on *********** website. 

  The COVID guidelines that were referred to in the previous response were company mandated as they were following both CDC and OSHA recommendations.  This was to keep our employees and customers safe during the pandemic.

  The bill is correct.

  Customer response

  12/19/2022

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

   

  AGAIN:  I have checked with the water company on numerous occasions to verify the water bill because I QUESTIONED THE BILL MYSELF.  They were very specific when they told me the bills were correct.  Due to water company employee incompetency, I have hired plumbers to come out and fix a valve THAT WAS NOT BROKEN at the water company's insistence!  It was a waste of the plumbers' time and my money. The water company customer service people told me something different than what is written here by this one employee.  I paid the minimum every month (which includes a certain amount of water service) and because the water company has continually screwed up they lump possibly 8 months' worth of service into one bill and charge me far in excess of what the building uses?

   

  I know this building and there are not enough water operated appliances or sinks, etc., in the building to use that much water in a 4 month period unless we left it running 24/7.

   

  If there was a faulty meter, they cannot make up for it by overcharging me for a 6, 8 or 10 months of usage 4-month period.

   

  This makes no sense and I have the written records to back it up, including the bill from the plumbers. 

   

  DUE TO THEIR INSISTENCE THAT THEY ARE CORRECT, I NOW WANT REIMBURSEMENT FOR THE COSTS OF CALLING A PLUMBER TO FIX SOMETHING THAT WAS NOT BROKEN IN THE FIRST PLACE.
  
  
  
  Sincerely,
  
  ****** **********

  Customer response

  12/20/2022

  We all know that the response is **.  0.12 gallons to 160 per hour?  That's essentially from nothing to something.  0.12 gallons is equal to 15 ounces in an hour!  How can you call it continual usage at .12 gallons per hour?  That makes no sense. This is a large building with many faucets, any one of which might be used for 1 or 2 minutes, resulting in 15 ounces of water being used. I will hire, YET AGAIN, plumbers to come out and do an entire inspection of the entire 35,000 square foot facility to ensure, YET AGAIN, that there are no leaks or running faucets on the property.  If they find something, great, we solved an issue.  If they do not find anything, I want reimbursement for actions taken specifically due to the lies and excuses the water company is pushing.  Every time I talk to them, they come up with some different story or excuse.  We all know they are telling massive lies and it's always the consumer's fault.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A technician attempted to turn off my water service and I asked why, she said I as the home owner was deceased and there is a shut off notice. I called and had to start new service and I’m being charged a reconnect fee to restart service. Clearly I’m not dead and didn’t call and say I was dead and turn my service off so I don’t think it’s fair I’m being charged to restart service that was never physically interrupted.

  Business response

  11/16/2022

  A person contacted MAWC for this address stating that they are the child of this customer.   They provided the address in which this customer resides.  The child stated that their father passed away and that the home should be vacant. Upon a ****** search there was a person with the same name of this customer that passed away at the same time the child said they did.  There was attempt made to contact the child to verify the address however the person that answered stated that we had the wrong number. 

  This customer will not be charge an activation fee for reinstating their account.  We apologize for the confusion this has caused. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 8th, I received a water bill From Missouri American Water (MAW) for 9.53. I knew this was not correct and contacted them immediately. The customer service representative stated the meter must not have reported in that month and recommended that I pay an estimated amount based on previous bills. If it happened again, I was to contact them. I paid a 100.00. On October 6th, I received another bill for 9.53. I contacted MAW again. They sent out a representative who repaired it. On October 19th, I received a notice from the water company stating that they’d estimated my bill for the two billing periods and charged me 414.79. I contacted MAW on the 20th. Their CSA stated that they’d estimated my bills based on last year’s bills. She agreed that it didn't seem right and sent the bill back to the billing department and asked them to look at it again, based on what I told her. I received a formal bill from them later that day for the 414.79 minus the estimated amount I’d paid. My balance is 333.85 for the two months the meter did not report in. To put this in perspective: Here are the bills from 2022-- 8/04/22 95.56 7/06/22 86.37 6/06/22 60.77 5/04/22 39.08 03/04/22 34.49 02/08/22 44.07 01/04/22 43.45 And here are last bills for the months they are basing this estimate on: 9/07/21 204.95 8/04/21 260.48 We had numerous leaks last summer. We replaced older appliances and repaired leaks as we found them (it took months to track down the biggest culprit). Failing to get a solution from the billing department at MAW, I reached out to the president. The Secretary of the Presidential Escalation Team looked into it and replied that the bill was accurate because they estimated it based on last year’s bills (???). I am in this position because their meter was broken (something they should have addressed after the first phone call). This is not only not fair; it is not ethical. I am being charged for water I did not use.

  Business response

  10/24/2022

  The meter for the customer's premise stopped causing her to get billed for zero usage on the September 2022 and October 2022 bills.  A back bill for underbilled usage was created by using the usage from the same time the previous year.
  
  The estimated usage is based on MAWC Tariff Rule 9 - Bills for Water Service
  N. Where a meter fails to register, or if the Company is unable to obtain a meter reading due to reasons outlined in Rule 9J. above, the Customer’s bill for water usage shall be estimated by using the actual usage during the same billing period, at the same premises, in the most recent year. If no actual usage is found for the comparison period of the prior year, the Company will base its estimate on actual usage found during the prior billing period. If no actual usage is found for the prior billing period, the Company will base its estimate upon average annual usage of customers in the same customer class within the same meter reading route and under the same tariff schedule.
  
  The customer is eligible for an installment plan of at least 4 months up to 12 months.  The would be no upfront payment and the installment plan payments would be in addition to current charges.
  
  The customer never informed MAWC at the time of the leak.  If she would like to apply for a one time courtesy leak adjustment she would need to send in documentation of the repairs and billing will reviewed for eligibility.   If she meets the eligibility criteria it would be an adjustment of 50% of the overage on the highest usage bills on up to two bills.  In review of eligibility the  August 2021 and October 2021 bills would be eligible.  However the overage is 6,200 gallons and 50% of that would be 3,100 gallons.  The October 2021 bills would be adjusted by 1,000 gallons which would not have a great  impact the back bill.

  Customer response

  10/24/2022

  Complaint: ********
  
  I am rejecting this response because: This is a flawed policy that was written without regard for the affect on customers with bills that vary from year to year--sometimes widely. I am aware that I can make payments. That's not the point. The point is that I'm about to have to make payment arrangements for roughly 200.00 that I don't owe you. I've spoken with MPSC and they have relayed this policy to me too. 
  
  Common sense dictates that the policy should allow for the company to look at both current year's bills and those from the year before and if the current year's bills are lower, then base their estimation on that instead. 
  
  I will make the payment arrangements, but I wanted this exchange to be seen by others who are dealing with the same issue. As I'm fairly sure--I'm not alone. 
  
  So thank you for replying. 
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported a water main leak which was repaired on 1/16/22. Nobody ever returned for the restoration work on our front lawn. I have called multiple times. I contacted customer service (866-430-0820) in April, who claimed a restoration order had never been created as it should have been. They then assured me they created it (provided me with restoration # 324473020). A local representative, ******* *************** left a voicemail 4/22/22 reassuring me that the work was assigned to a contractor who was just a bit behind schedule. She has since refused to answer calls or respond to voicemail. On 7/22/22 and again 8/31/22, customer service assured me that the work would soon be completed. It has now been nearly 9 months without our front lawn being restored.

  Business response

  10/11/2022

  This was an error that permanent restoration took longer than 90 days.  The contractor closed the ticket because the gravel was removed and top soil added.  They assumed that the work was completed.  MAWC will be out this week to finish restoration, weather permitting. We apologize that this has taken so long.  The person that the customer has been trying to reach has a new contact number and was not receiving voice mails from the old number. 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Water and their installation contractor are threatening to turn off our water service and charge a fee for it because we do not want anyone coming into our home protected by the 4th and 14th amendment. To do so would infringe on our constitutional amendments. We paid all our bills on time and it would also be a breach of agreement since they always provided water service without any exceptions, and it would cause a loss of sewer service connected to American Water. It would also violate Missouri trespass laws letting them on our property without permission since they could get injured and sue us for it if we did give them permission. I told them they could put the meter outside our home, or underground since they have complete access to the meter requirements outside of our home. The contractor ignored my reply and said American water will illegally shut off our water and charge a fee if we do not let them in our home. See information I will email later including a video of American Water reading a working meter on the outside of our home, a photo of this meter, and threatening letters from American Water and their contractor ***.

  Business response

  09/15/2022

  The photo that the customer provided is not a water meter, it is a very old reading device that is no longer used.  The physical meter is on the inside of the customer's home. If the customer does not allow access to the meter then they would be subject to disconnection.  Below are the rules that allow discontinuance of service. 

  Per Rules of ********** ** ******** *** *********
  Division 4240—Public Service Commission
  Chapter 13—Service and Billing Practices for Residential Customers of Electric, Gas, Sewer, and Water Utilities

  20 CSR 4240-13.050 Discontinuance of Service

  (1) Service may be discontinued for any of the following reasons: (F) Refusal after reasonable notice to permit inspection, maintenance, replacement, or meter reading of utility equipment. If the utility has a reasonable belief that health or safety is at risk, notice at the time inspection is attempted is reasonable

  Per MOAW Tariff Rule 10 DISCONTINUANCE OF WATER SERVICE

  A. The Company may discontinue water service to a Customer for one or more of the following reasons: 5. Refusal after reasonable notice to permit inspection, maintenance, replacement or meter reading of Company equipment. If the Company has a reasonable belief that health or safety is at risk, notice at the time inspection is attempted is reasonable.

  Customer response

  09/15/2022

  Complaint: ********
  
  I am rejecting this response because:  It has nothing to do with inspection of their equipment it is to do with the installation only of a smart meter.  Plus, there are no heath concerns to be considered, and they could access all their equipment from outside the residence including underground.  The  digital meter in the photo is still functioning as per video I have of them reading the device.
  
  
  
  Sincerely,
  
  *** ******

  Business response

  09/15/2022

  As indicated in the original response to the customer, we may disconnect water for Refusal after reasonable notice to permit inspection, maintenance, replacement, or meter reading of utility equipment.  This would fall under inspection, maintenance and replacement.  MAWC does not install smart meters, we install analog or digital water meters.  What the customer keeps referencing on the outside of his home is not a water meter, it is a reading device.  We must be able to have access to our water meter.

  Customer response

  09/15/2022

  Complaint: ********
  
  I am rejecting this response because: "What is Advanced Metering Infrastructure (AMI)? Jan 3, 2022 — Smart meters communicate readings to utilities for processing, analysis, and communication back to customers for billing, energy feedbacK."  Yes it is a smart meter and the water company in the past told me it was a smart meter.  This was taken from the internet telling about the smart meter they want to install it has nothing to do with inspection and maintenance and I have proof no repairs and inspections are needed.  I have a letter from the water company giving this information about a smart meter.  I never said the digital device is a water meter plus it is connected to the outside from the water meter.  They have a black device next to that they get reading now when they scan it.  What they said about not being a smart meter is a lie, plus they can not infringe on my state trespass and constitutional rights to deny entrance into my home to install a smart meter.  This is a criminal offence.  The ******** *** does not have the authority to grant them these rights for any reason.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came home from work on Friday, June 24th to no water, a large piece of plywood on my front lawn and a door handle notice laying on the ground in front of my house with a company name and phone number with no note. I called and left them a message asking what in tarnation they did to my water supply and to my property. Then I called you, and you told me that there was a water main break on ******* ** and to expect water back in 8 hours. I waited 48 hours. Nobody could give me answers. I had to go out and buy water so I could bathe after my shift at the hospital, wash my dishes and take care of the needs of my children. I did get a return phone call from the company rep August from ************ who said he was the guy who can get things done. He was surprised that his company didn't contact me ahead of time to tell me they would be coming out to SHUT OFF MY WATER WHILE THEY REPLACED A METER. He also checked the meter in the house and noticed there was a valve missing. He said that needed to be fixed and would be out to take care of that too. They still needed to finish the job in the front yard and fix the valve issue in the house. I received a call from him a week or so after that to let me know they were going to be on my property the following two days to complete the project on the front yard and lay some dirt and he would get back to me with some dates to come to replace the valve. I told him my availability and I would be expecting his call. I have not heard back. I dont have time to fix a problem that was created by these people and I no longer trust them as they are unreliable. My water bill is exceedingly high for one person and must be fixed; One person doesn't use this much water.

  Business response

  08/31/2022

  The customer's meter was moved from inside to outside stemming from an emergency.  It appears all restoration has been completed at the property.  There are no notes that any valve is missing at the customer's property.  In a review of the customer's water usage, it is fairly consistent.  The customer had one higher than normal bill however that was monthly prior to any work MAWC or it's contractors did at the property. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email today from ***** **** telling me I needed to pay $7,866 for some kind of inspection of my sewer line. This is ridiculous and price gouging. I was previously told by ***** * ********* since i was only running a grinder pump to my building my plans didn't need to be Engineered.

  Business response

  08/18/2022

  The customer, his contractor, MAWC Supervisor of Operations and MAWC Senior Project Engineer had an onsite meeting.  They have come up with options for the customer and the customer will speak to his contractor. 

  Customer response

  08/19/2022

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

  the options they gave were not told to me when I purchased the property. If you would like more information you can call me at +*********** 
  
  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My neighbors across the street have been trying to put in a pool for over a year now. Their project was delayed when they realized there was a 50 year old pool hidden and covered in their yard. Things happen, and we understand that. But AM water has now dug up my yard 2x, dug up the road directly in front of my house 6x (in the last 3 months) and keeps painting my yard and trying to redig it up. No one has talked to us about what they’re doing. Ever. And there’s 4 adults in our household and home 24/7. The neighbor came over and let us know that AM water told her they needed to dig up our yard for their pool even when there was already water lines from the previous pool. The workers won’t tell us anything. We just want to understand why we keep getting woken up to construction noises or randomly don’t have water to our home. Also, our yard was sod grass. When they dug it up they did not level it high enough to accommodate for the dirt settling and then they just tossed grass seed over the top. The area doesn’t match our yard now because it’s a different type of grass which is frustrating.

  Business response

  07/19/2022

  In review of the account the person that submitted the complaint is not the account holder nor are they listed as a third party.  There have been no calls placed to customer service regarding the work being done at the home across the street.  The home across the street is for new service.  Not only is MAWC digging but the gas company is as well.  We do not start work until 8:00am unless there is a main break.   If this work was just done it can take up to 90 days for permanent restoration to be done. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not able to access my account online. I have requested help for 8 months. Last week I spoke in person with ***** ******* (Operations Support) and have not been contacted with resolution.

  Business response

  06/22/2022

  The customer was contacted on June 21, 2022, the MyWater team believed that the customer had a pop up blocker on.   The customer and I walked through turning this off and clearing her cache.  This did not work so the MyWater team will be investigating why she is unable to log in.  I made contact again with the customer of this and that either the team or myself would contact her back with the findings.  

*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. ↩