Complaints

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

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  New Jersey American Water Company

  1 Water St Camden, NJ 08102-1658

• 

  New Jersey American Water Company

  149 Yellowbrook Rd Ste 109 Farmingdale, NJ 07727-3884

• 

  New Jersey American Water Company

  515 Grove Street Haddon Heights, NJ 08035

• 

  New Jersey American Water Company

  204 Carriage Lane Riverside, NJ 08075

• 

  New Jersey American Water Company

  100 James St Lakewood, NJ 08701-4101

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:01/11/2025

  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.

  In October 2 a field representative came to the property to inspect the meter due to excessive water bill charges. He said he knew that the water meter was 5 ft from the stairs and 3 ft from the front of the building but that was all the info he had. He attempted to dig up the spot with his boot but failed. He could not find the meter and And said he was putting in a work order to have it replaced. A week later I received a letter from New Jersey American water stating the meter was fine despite him not finding it. A follow-up phone call was made to New Jersey American water and the operator said the order never went through because the computers were down and would put the order through. The same field representative was sent back out who said he could not find the meter and had put the order in. However this takes time. A sufficient amount of time had passed. A third contact was made with the New Jersey American water company who said that they were waiting on permits. It has now been more than 3 months since the field representative came to my property. I am being billed for actual water usage despite having an old meter that no one can locate. I would like someone from New Jersey American water to call me with the date and time when the work will be performed and reimbursement for any overpayment of alleged water usage.

  Business Response

  Date: 01/13/2025

  Our attempts to contact customer by phone and email were unsuccessful with a Board of **************** Compliant initiated by customer.
  This job is not an emergency. The location is a county road under a  Winter Moratorium up to 3/15/2025.  ************ is waiting on Permits for any relocation of pit. 
  Customer was informed that an issue with the toilets were heard on our visit.  If customer is disputing our visit to investigate a leak or high usage at property. The customer would have to have the meter tested by us or request a witness meter test from our regulator, the Board of **************** to verify the meter's validity.   We sent this customer an email in regard to this.
  Unfortunately, we do not provide commercial business's adjustments for disputed usage.
  

  Customer Answer

  Date: 01/15/2025

  
  Complaint: 22799016
  
  I am rejecting this response because:
  They lie.

  *************** were hacked in September.

  In October they told us don't run the water when brushing our teeth. 

  In told me to run the water because there was an unknown odor and foul taste.

  They would be out of business if they weren't a monopoly.

  I would change companies if I could.

  The field Representative who said the toilets were leaking had no expertise and gave no proof.  It's the same response given by New Jersey American water in their other better Business bureau complaints. 

  What a joke.

  The toilets were shut down for a month and there was no change in the usage.

  I would like a copy of the permits submitted to the town for the work I was told that would be done in October.

  I have a recording from someone at New Jersey American water who said that I would be reimbursed should the meter be found to be faulty.

  **** *********

  Business Response

  Date: 01/29/2025

  The customer has the right to validate our meter by requesting a witness meter test with our regulator, The Board of Public Utilities. We can also test the meter's validity.   This option was communicated to customer with no response for either test.   We have supplied customer with a county permit presently under a winter moratorium and our Sr ********** of Operations reached out to customer to address any concerns.
  We only provide tips to customer to lessen consumption. 

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service 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.

  My November 8th bill due Dec 2 was so much higher than EVER--more than even the hottest summer months with frequent lawn watering--I disputed it's accuracy. Prior year monthly billing history supports my belief that this is not an accurate bill. New Jersey American Water sent someone out to read the meter and they said it was right. I went out to speak to the person and was told that they basically have a gag order on them and cannot tell me anything--that I must call and speak to the customer service people. Trying to connect to customer service is a nightmare. Hours were spent on ling holds with multiple phone calls made, but I got nowhere. When I finally did connect (Dec 11 or 12), I was told someone would come out to read the meter manually and digitally. That did not happen. No matter who I spoke with, the result was the same--additional frustration with no resolution.I was told on 12/30 that this had to go to billing ***** I asked to speak to someone in authority and was told that there's no one I can speak to and that is supervisor will tell me the same thing.The pattern seems to be call, get frustrated, get nowhere -- call again, get frustrated, get nowhere, REPEAT.I asked yesterday's **** Dria, what she suggested I do to bring this matter to resolution. I now wait for Billing to reach out to me. I was told I cannot contact billing directly. So if I am working when they call, which is quite possible, and miss the call, I am back at going through the "call, get nowhere, get frustrated, repeat" ********** hope Is that you can help me get to someone in the organization who is able to figure out what is wrong with this billing and get to a successful resolution.Thank you,***** *****

  Business Response

  Date: 01/13/2025

  Sent out *** to customers house to do a reread of the meter, still investigation issue and speaking with customer. Will make sure customer is satisfied. While following protocols. 

  Customer Answer

  Date: 01/13/2025

  
  Complaint: 22749922
  
  I am rejecting this response because my only other option was to accept the response but that would close the case and we have not gotten to a place of mutual satisfaction yet.

  I am satisfied with them continuing to work with me toward resolution as the note indicated. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:12/30/2024

  Type:Customer Service 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.

  **** has been overcharging me for wastewater service over the last few years (2022-2023).In my area, the board of public utilities has implemented measures to prevent overcharging for wastewater service. In order to avoid charging for water that was used outdoors during the summer months, and thus not disposed in the sewer, a process has been set up that the average water usage from Jan, Feb, and March creates a "sewer pocket". That average amount is used to bill for sewer usage for the remainder of the year. Again, this is to protect the consumer from being overcharged for sewer. However, in my case, NJAM has been using this "sewer pocket method" to overcharge me for sewer as I have repeatedly been charged MORE for sewer service than my ACTUAL water usage. The total amount charged for wastewater was more than the total amount of water usage. How can this be? I have contacted **** numerous times but they refuse to adjust the bills. This is a simply an unfair loophole that **** has found to overcharge ***** rectify this, please adjust all bills in 2022 and 2023 that the wastewater amount should reflect the actual amount of water used. This still is not really enough because the actual wastewater that was disposed of in the sewer was obviously less than the actual water used (drinking water, outdoor water activities, etc.) but if the adjustments will be made as I proposed that will be satisfactory for me.Thank you.

  Business Response

  Date: 01/06/2025

  Sent the following to the customer. After reviewing your billing history I show that you have not been overcharged for sewer charges based upon out tariff which is regulated and approved by the New Jersey Board of **************** (and has been attached to this e-mail). As you should be aware of, in ******** we bill sewer based on a winter quarter average meaning for January, February and March your sewer charges are based on your water usage and for April through December they are based on the average of the three winter months with a minimum usage set at ***** gallons. In 2022 you were charged the minimum of ***** as your winter usage average was less than ***** gallons. In 2023 you were charged ***** gallons for your sewer pocket (based off of usage of 2000 in January, 3000 in February and 2000 in March). For 2024 you were charged for 2000 gallons as that was the monthly usage for all three winter months.   The billing is considered correct and no credits will be issued. Have not heard back.

  Customer Answer

  Date: 01/06/2025

  
  Complaint: 22744563
  
  I am rejecting this response because: In my complaint, I specifically noted that the billing was done according to *** guidelines. Those guidelines were made to protect consumers from being overcharged. However, in rare cases, these guidelines cause the company to overcharge. This case is one of those rare cases. Billing for ***** gallons of wastewater, when only ***** gallons of water was used, or billing for ***** gallons when only ***** gallons were used, is definitely overcharging, even if a loophole in BPU guidelines allows this. The proper and correct thing to do in this case is to adjust the billing, even if not legally required to. This is not a discussion of what you legally must do, it is about what the right thing to do is.

  Thank you.
  
  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 01/08/2025

  No credits will be offered as the billing is correct.

• Initial Complaint

  Date:12/08/2024

  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.

  On Wednesday evening, I noticed water seeping into my basement floor and flooding the floor. Additionally my two sump pumps were going non-stop. I called NJ American Water *** on Thursday morning asking about my usage thinking there was a leak. They sent someone out that morning and he said this is not the water company problem. Unfortunately he was not thorough enough because my next-door neighbor was the one with the leak. She called ***** and reported this and the earliest they would give her an appointment was Monday 12/9. Throughout the entire weekend, I have been removing buckets and buckets of water from my basement floor. Additionally, before finding out it was my neighbor, I had two different plumbers come in and try and fix my problem. One of my sump pump moters stopped working due to overuse - so I had to purchase and have installed a new sump pump. Additionally, due to the water damage in my basement, it caused my clothes dryer to get damaged and I had to replace my dryer. I called Sunday 12/8 AGAIN to ****** to file another emergency and they told me someone would come today -- well it is now 5:06 PM and NO ONE has come. My neighbor's backyard is flooded with water and water is still flowing into my basement. This is infuriating. If this is how they treat an emergency what a terrible job.

  Business Response

  Date: 12/16/2024

  Spoke with customer, The issue has been resolved. And I gave the customer the number to call for any damaged that were done in her basement. 

• Initial Complaint

  Date:09/04/2024

  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.

  There were 4 water main breaks since the beginning of the summer. Since the last water main break this past week, the water quality has been poor and water pressure is also poor. I live in a condominium complex and am not the holder of the account as that belongs to my HOA. *** advised that the water company's response was to run the water on the lowest level of the residence for 3 to 5 minutes. That has not cleared up the problem as the water remains cloudy. The water company is not providing us with safe drinking water.

  Business Response

  Date: 09/05/2024

  We are unable to address the main issues that are disturbing the customers ********************** supply with air.   This location is not in our service area or customer.
  Please have her contact her *********************** as they are responsible for the mains in her area. 

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair 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.

  American water destroyed curb line shrubs while intalling a underground shut off valve, a huge section of shrubs have been cut at ground height leaving a huge gap at curb line, the valve wasnt even installed at that location it was installed approx 4' away!! I called american water 2xs and forward pictures to supervisor named "****" and american water customer service also recieved pictures and nothing was done or no one responded to me about issue! At one point I spoke to **** supervisor and explained the situation and forwarded pictures to him also!! He was short and I told him I want the shrub replaced he stated it doesnt work that way!! I replied american water cut and destroyed the shrub so they should replace it ..I have pictures and contact information if you would like it will not allow me to upload pictures!! My phone# **********

  Business Response

  Date: 09/11/2024

  Submitted a claim on behalf of customer with the claims department.   Our insurance company will reach out to customer regarding damage claim.

  Customer Answer

  Date: 09/11/2024

  
  Complaint: 22227232
  
  I am rejecting this response because:
  
  I spoke with ******************* from travelers, he was more concerned about stating my past history with american water "which was incorrect" rather then educating me on the steps of the process, none the less conversation didnt go well in my opinion! Still waiting on out come 
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/18/2024

  Due to the nature of the issue.  Unfortunately, customer would have to work with our Insurance company for any compensation.  

  Customer Answer

  Date: 09/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Electrical PRotection ServicePlan I agreed to with this business. Yesterday, Tuesday, 8-14-2024, I placed a claim for an electrician to remove a bad ceiling fan and ***lace a light in the same spot. I was advised it is covered by the plan. Further advised an Electrician would contact me to set up an appointment. I called today to find out when I would receive contact with an electrician. After being bounced around and disconnected, I was finally able to speak to someone who advised they don't have a technician available at this time. When I pressed on when I could expect to hear from someone, the *** was unable to provide me estimate on time when I could hear from someone. I am paying for a plan with them but they are not able to provide an electrician?!?!?!? SEcond issue with NJ American Water is that I cannot speak to a billing person who can advise TOTAL amount due each month on my account: one *** advises what I am to pay for supplying me water to my home and another *** advises what I have to pay for the various service plans I have with them. It's confusing because no one will provide the TOTAL amount due. If you ask for a manager to explain anything they don't handle your WHOLE situation --- its annoying and confusing. I would like to speak to someone who is REALLY in charge and can explain #1 - why they don't have an electrician available if I am paying for that service and #2 - why is there not a single place to call for all billing information regarding my account. I pay approximately $67.00 monthly for service plans with NJ American Water. IF they cannot provide services they should not offer these service plans. I will state that I never had an issue with requesting a plumber when I had an issue regarding the service plan I have with them. If they are not capable of offering ****************** and they are charging me a monthly fee for that service, they are taking advantage.

  Business Response

  Date: 08/20/2024

  Spoke with customer.  In regard to the full balance owing on the account, a copy of the most recent bill was emailed to the customer.  ******** confirmed that the electrical contractor arrived today (8/20) to resolve the issue at her property.  She was satisfied with the work that was completed.  As requested, I also emailed the terms and conditions for the warranty programs the customer has with ******************************************* Resources.  The customer has my contact information for any other questions or concerns.

• Initial Complaint

  Date:07/26/2024

  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.

  American Water did not stop service when requested. They kept billing me after I moved out of apartment.

  Business Response

  Date: 08/06/2024

  Spoke with customer.  The final service date was corrected to 4/27/24 based on the documented call to the Company.  Correspondence has been sent to the collection agency for the account to be recalled.  The corrected balance is now $6.70.  Customer is satisfied at this time.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Prior to 4/22/24, I received a letter from New Jersey American Water Company that I was not using enough water and that they needed to schedule an appointment to come in my home and check the water meter located inside my home. I made an appointment for 4/22/24. The tech came into my home and I escorted him to the meter. He said that it was working and that no leaks were detected. I told him that earlier that month, I did have to jiggle the handle on the toilet as it was running but doing so stopped it from running. The bill for dates 4/5/24-5/7/24 was $486.97 and the amount of water used was ****** gallons! I saw this on 6/5/24 when I checked my bill. I called emergency services at the water company as I thought there was a leak. The tech came to my house- never entered- and told me that the leak was from my toilet. I have lodged a complaint with Board of **************** and American Water. The woman from the water company stated that I "made a repair" prior to 4/22/24 by jiggling the toilet handle. I paid $74.64 and she gave me a courtesy of $206.24, but I still owe $364.83. My usage for 5/8-6/7/24 was ***** gallons and for 6/8-7/5/24 it was 0. There is something going on but the American Water Company will not address it properly.

  Business Response

  Date: 07/30/2024

  I spoke with complainant 7/25/2024 .  She was going to go to NJ Shares with disconnection notice for assistance and back to the BPU.    We offered an installment plan that was denied.
  Our procedure for a customer disputing the validity of our meter is to initiate a BPU witness meter test or for New Jersey American Water to test the meter.    Unfortunately we do not provide full restitution whether domestic or by leakage.    ******** stated she will refusal us of accessing our equipment for any testing involving New Jersey American Water.
  Customer is dissatisfied.
  

  Customer Answer

  Date: 08/02/2024

  
  Complaint: 22043911
  
  I am rejecting this response because: I was told, that at this time, the water was not at risk of being disconnected.  I did not want the water company coming into my home and testing the meter again as the tech that came into my home in ***** told me that there was no leak.  I want an unbiased party to test the meter and was told the Board of Utilities could conduct such a test. From 4/5-5/7/24, I was billed for ****** gallons of water.  From 5/8-6/7/24, I was billed for 2,000.  From 6/8-7/5/24, I was billed for ZERO gallons. How is this possible ?  I emailed the water company about this and received no response from the representative that I had been speaking to.
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/15/2024

  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.

  AVMA is a small coop that has been paying between $7-8K per month for Nj American water fees for the 265 one bathroom units in the community. In March of 2023, NJ american water replaced a 4" meter after 6 months of estimated bills and since then the bills have been between ******K per month. we have been working with there customer advocate to have the meters replaced to see if that solves problem, but that has not been done. we were told it was a leak, but there is no evidence of a million gallons a month leaking out, nor is it showing in the sewer usage. we are desperate to get this resolved, but do it continues month after month. What can be done?

  Business Response

  Date: 07/26/2024

  Local office is looking to have leak detection done to determine if the higher bills are due to a possible leak. Customer is being updated on our efforts.