ComplaintsforNew York American Water Company, Inc.
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Complaint Details
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Initial Complaint
07/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My American Water **** for this past winter (12/11/21 to ****** was almost $573.20 plus tax, my average monthly **** is under $70, and for the winter around $30 per month. Except for 3 nights and 4 days over President's weekend no one was in the house and no one had been in the house except to check the house since mid December, 2021. We were in *******. The watering system, outdoor shower and laundry washing machine all had their water turned off. there were no leaks. The house remained empty until mid- March. They checked and said that it was correct, which is impossible. I cannot get anyone to help me. After my first calls I received a letter (April 26th) and it said that they would rebill the account, but nothing happened. I call, and they say they can do nothing, or a supervisor will call me back. One did, and left a voicemail, I then called her back for over 2 weeks and left voicemails and did not hear back. Today when I called they said too bad.My account is ***************** ************************************************ youInitial Complaint
02/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My water **** was $396 in June 2021, 800 in July 2021, 608 in August 2021 and then went back down to 142 in September 2021. I spent MONTHS trying to figure out what was wrong, and calling the water company. I was promised if it was 3 times my regular **** an adjustment would be made. After calling for 3 months someone finally called me back today, was extremely nasty and told me they would not adjust the ****.I am a good paying customer for over 15 years and this is not acceptable. How can we get the water company to adjust?Business response
03/04/2022
Please be advised that ******* Utilities acquired ******** American Water, which took effect on 1/1/2022.
For now, all Better Business Cases must now be sent to the following email addresses below for review.
Any complaints sent through the old email address ************************************** will be held up in the system and may or may not be routed accordingly.
Therefore, please take note of the NEW Email addresses below to ensure proper submission of these cases.
NEW EMAIL ADDRESSES: **************************************** ********************************
OLD EMAIL ADDRESS (DO NOT USE): ***********************************
With that said, we will review this case and respond accordingly.
Thank-you,
********************** ******* ********* * *********** ******** ******** ***************** ************ * ** ****************************************** ** ************************************************************************************
Business response
04/05/2022
We just received access to the site and will respond accordingly once we have reviewed the account.Business response
05/11/2022
When ***** spoke to this customer back in February and April, the customer was extremely disrespectful.
The customer stated she has no leak and hd her plumber check that as well. She also had a field service appointment on 7/21/21 where our Field Rep noted no leaks. The customer has been receiving all actual reads and her reads are inline with her previous usage.
The customer has a meter change out to AMI scheduled for this week. Once this has been installed, she will have the opportunity to sign up for the eye on water application where she can view her daily usage and sign up for leak alerts.
The customer currently owes: $1596.08.
Customer response
05/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I am shocked that the representative would call me rude, when she would not let me speak or finish a complete sentence to explain the background around the complaint and she hung up on me! Which is not the best customer service.
The meter reads may have been accurate, but SOMETHING was wrong and it was over 3x the normal water usage during that period of time if we go back multiple years. I was told back when the first **** was received that when that was shown it would be adjusted. I have been paying my current amount due every month, but refuse to pay the full price for water that was not used and for a mistake that was not mine.
The response of the water company has been extremely disappointing. It took months and months to even get a response and the representative was extremely rude to me. I will be taking this matter to the county legislators. A new meter is great, but everything has been fine for 12 months, I am still dealing wth this issue from a year ago.
*******************************
Initial Complaint
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We recently renovated our home, and as part of the project, we were required by the ***************** to install an indoor sprinkler system with a dedicated service pipe from the water main to the house.I called New York American Water on June 16th, 2021 to request to have the service connected. At the time, they told me it would ***********-8 weeks. I am still waiting for the service to be connected! I cannot move in to the house or get my Certificate of Occupancy until the service is connected.My Account Number is ************, and my *********** Inquiry Number is ********* Thank you,***** *** ******Business response
12/02/2021
Service was installed on 11/10.Customer response
12/02/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The service was installed on 11/10, but the sidewalk was left in a dangerous condition, and neither the sidewalk nor the street has been re-paved.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ** ******Business response
12/14/2021
Please note we did not receive notification of this updated complaint until 12/13, which the customer submitted on 12/2, which we can see from the BBB complaint tracking.
This customers complaint of repaving was completed on 12/6 and texted the local office that this was completed and was closing out the complaint.
Please see snippet below and attachment. This case is CLOSED.
***** *************************** ********************************************************** ***** ******* ******** ** **** **** ** *** *************************** *************************************************************************************************** ******************************************************************************************************************* ****************************************************** *** ********************* **************************************************************************** ****************************************************** ******** *** ****** ******** ****** ************* ********************************************************
Hi All,
The customer at 21 Mohawk texted me that Life was there on Friday and he is closing out his complaint with the BBB, he sent a pix of the job:Initial Complaint
11/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
**** went up in July to over $600 when I was previously averaging $40-$60. Contacted AM water to do a meter reading and they sent someone to look for a leak. Stated no leak found and they did not know why it went up so much. AM water changed the meter at this time. The **** went back down to normal in September and I received a $103 ****. I was told I would be given a $280 credit for the $600+ charge in July. Instead of a credit, I was re-billed $1,000 for August/September. **** states I am averaging over 2k gallons a day however on the Eye on Water app, I am averaging **** gallons of water every other day (sprinkler system) and only 80 gallons on the sprinkler off days. The average of those two certainly is not **** gallons of water daily (it is under 700). Was billed for EIGHTY THOUSAND gallons of water in September. ****** to be exact. Even if I was averaging **** gallons of water daily, how would that equal ****** gallons of water for the month? How is that even possible if I am averaging less than 600 gallons of water a day? I did not fill a pool. No unusual water usage. I confirmed that my sprinkler system did not have a leak. I once again had AM water to check the meter and they stated they had no clue why the **** went up so high. Went down to **** gallons in October but somehow on the AM website I have already used ***** gallons in November despite the Eye on Water app stating I have used 538 gallons from October 31st through today. Please help me get a credit for the July and August/September bills! Thank you so much.Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a bill in September which was obviously erroneous. My usual water bill for this location is under $50, this one month was almost $600. This bill was issued right after a meter change. They refused to send an inspector, and lied to me that they do not make adjustment on commercial bills. They are arrogant and somewhat rude. It is NOT physically possible for this much water to be used in a month. If it was, I would have had a flood in the basement or would have had to pump my cesspool and NEITHER has happened. Also, the next month's bill was uncommonly low, about $15.00. This is obviously a metering error, and I DEMAND adjustment.Business response
10/26/2021
The customer has already been in contact with our Accounts Resolution Dep***ment. The customer was provided with a one time courtesy adjustment of $534.95 based on his previous usage history.
Additionally, the customer's old meter tested at 100.5% and will receive a fast meter adjustment. The customer will be advised of the amount once that has been calculated by billing.
***
10/21/2021
Dear ***,
Thank you for your contact with American Water.
We attempted to call you as requested on October 21, 2021. A voice mail
was left.
We have made a decision to apply an unexplained courtesy credit of
$534.95. The usage credited was 56,698 gallons.
Consumption adjustments are calculated in the following manner. We
established your average water use from the same time prior year. We
then subtract the average water use from the high use to determine the
excess water use.
We recognize the added financial impact that may have been placed on
you. If you would like to discuss a possible payment arrangement for
your account or have other questions, please contact me directly at the
number listed below.
****
Account Resolution Team
###-###-####, extension ****Initial Complaint
09/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
RE: Account# ***************** New York American Water has been changing my monthly bill due date from a monthly payment due date of the 9th of each month to such that I am now getting two (2) bills due in one month: (1) August's bill due on August 3rd, and (2) September bill due on August 31st. A customer should be able to depend on regular monthly billing and not have to bill irregularly such that two bills are now running into one month. Secondly, the customer service (after over an hour wait time at minimum) is not able to do anything towards resolving this problem. NOTE: I should be able to EXPECT a regular monthly bill due date as my consumer, contractual RIGHT for services and NOT be billed arbitrarily and irregularly at the whim of New York American Water and with my monthly bill coming due SOONER every month!!! This IS NOT ACCEPTABLE as a billing practice, and definitely not for a SENIOR CITIZEN.Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My water bill was added up wrong made a phone call they recognized the error and mistake yet stated they would have to check meter and I would be responsible if meter has a leak the reading is accurate it is a billing error ? In which the representative acknowledges I ask to speak to someone in billing and she stated no one is in billing that I have to wait to have someone check meter? Again this is a clerical error not meter these people are pushing to somehow blame the customer for their own clerical error
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Customer Complaints Summary
10 total complaints in the last 3 years.
0 complaints closed in the last 12 months.