ComplaintsforAqua America, Incorporated

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There are evidences to prove my water usage from 6/29 to 7/13 was 2618.8 gallons. AQUA overcharged me for 18,000 gallons! It was 7 times of my usage. The extra usage charged to me was NOT mine, which was before I moved in. The meter reading on my service start day was NOT correct. I contacted AQUA regarding this problem many times via phone and email. AQUA never gave me an answer. AQUA does not fit the error on their end, but ask me to pay money that I am not responsible for!

  Business response

  08/17/2023

  Aqua has reviewed the customer account and has confirmed the customer was over billed for 18,300 gallons of water after being moved in using the incorrect read of 171. On 8/17/2023 the account has been canceled and will be rebilled using the correct in read of 354 on 6/30/2023. The customer will receive a revised bill within 7-10 business days. Aqua apologizes for any inconvenience this situation may have caused. 

  Business response

  08/17/2023

  The account has been corrected. The correct in read is 335 as of 6/30/2023. The account has been billed from 6/30/2023 thru 8/10/2023 for 42 days of service for 4,800 gallons. The customer should receive the current bill statement in 7-10 business days.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple occasions of sewage leaking into Lake ********, I moved here to use the lake and now don't feel safe getting in the water with the constant sewage leaks. The water constantly smells like eggs and prices constantly rising

  Business response

  08/16/2023

  Aqua is aware of the situation and we are meeting with the **** to understand the problem better.  We are evaluating our system for operation improvements and investment that could address the communities concerns.  You should also know that a major cause for the Lake ******** sewage system difficulties is the improper flushing of household waste and we will be asking the **** to help us with education and outreach in the community.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No water. Low water pressure started Friday 8/4 and continued to drop. On Sunday 8/6 Aqua finally sent out a message stating to conserve water due to electrical issues. Now today Monday 8/7 water is completely out. Why does this water company that services the ***** ***** subdivision in Floresville TX  not have anyone who knows why the water is out. We call customer service and get different answers every time. One rep says there is a water main break, another says incoming power issue, another says pump failure issues. Nobody seems to know what is going on. How are we to get water to our livestock animals? What happens if they die due to no water. What about the money that everyone has invested in their landscape? Will Aqua pay everyone to replace the livestock and landscape if it dies due to no available water?

  Business response

  08/09/2023

  Due to increasing drought conditions and demand for irrigation, Aqua Texas has implemented a Planned-Conservation Advisory starting on 8/2/2023 until further notice.  Water restrictions function as a conservation measure to ensure compliance with all applicable regulations and permits, as well as to avoid loss of system pressure which can result in decreased water quality as well as low pressure. These mandatory restrictions will remain in effect until further notice. There also was an electrical issue at the plant which caused a Booster Pump failure.  The issue at Plant has been resolved as of 8/8/2023.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Aqua Sewer has charged late fees, claiming that they don't get a check from me right away. This is not true because I pay them through bill pay with my financial institution, and have proven that they do get it electronically. They then claimed they don't take electronic payments, but again my financial institution sent me proof that they do, and when the money was received. If I pay on the 3rd, they claim not to get it until the 12th or whatever. Then of course, I get charged late fees, for going past my due date. In the month of June, my bill was due on July 3rd of 2023, and being on a fixed income, I paid it right then. I then got a bill a couple of days later with the amount I had paid, plus a new bill owed on the 31st of July. Well, that's twice in one month, and I told them I couldn't afford 2 times in one month and that I wouldn't be able to pay it until again on the 3rd. Believe it or not, when I paid it on August 3rd as promised, now there is another bill owing, which they doubled the bill and put a late fee on it, now due on the 25th of August. So 2 payments due in one month, then they charge again in the month that should not have a payment. I should not be charged again until September, but no, and it will probably be yet again doubled because of the dates they are using. This is not fair in my view, and needs to be addressed because I can't be the only one dealing with this kind of greedy behavior. This is the ONLY company I am having issues with. This happened during the months of June, and July of 2023. I have tried to reach a manager, I missed the first call, tried to call back, but no one will return my call. I also sent a letter to them, but still waiting on that. My personal opinion is that they are just plain greedy, and using the company to get more money. How can I resolve this if I can't talk to someone in a managerial position?

  Business response

  08/11/2023

  Dear Customer.

  After reviewing the billing history of the last 6 months for your sewer account located at *********************** FORT WAYNE IN, there was only one bill that included a late fee of $1.34 and it was removed from the account. Your account is currently in good standing with a balance of $40.77 due on August 25. After further review of your online banking payments, it appears that the account number the bank is sending the payment to is not correct. The account number your bank sends payments to is ***************** and your account number is *****************. Ask your bank to correct this error so that there are no more problems with your payments. Please understand that sometimes you will receive two bills in a month if the month has 31 days. However, one of those bills will be from the month you didn't get one. If you can't pay until the 3rd of the month, that's totally fine and you will not have a late fee. Your charges have also been reviewed and an account statement for the last 12 months is attached. 

  Best Regards,

  Aqua Illinois

  Customer response

  08/15/2023

  [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

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/6/23 or 7/7/23 my husband called to report that there was a leak at the water meter in the ground. It was full of water. On 7/7/23 someone came out to look and I was called to tell me that it was a problem on Aqua's side and not my side and that they were going to put in a request for the contractor to come out and fix the problem. On 7/18/23 I called because no one had ever come out to fix anything, nor were we contacted. I was told that nothing had been put in to have anything fixed. They saw where they had come out but nothing else was put in. I was told that they were putting a ticket in and I would be contacted. It is onw 7/21/23 and I have yet to hear from anyone and no one has fixed the problem. Due to this water standing in the meter box area the shrub that is beside it is now dead from too much water. I was told to call the Granbury office and they might be able to tell me more. I have called and no one ever answers. I would like to know what it takes to get this fixed. At this point the shrub is dead and it will become a mosquito hot bed if something isn't done. This has been a terrible experience just to have something fixed that I was told was on Aqua's side of this.

  Business response

  08/07/2023

  Per division contractor went to property on July 25, 2023 - the customer's issue  should now be resolved.  We have not heard back from the customer.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date of the transaction is June 23, 2023 and upcoming July 31, 2023. This is a water company overcharging me for services. My bill is normally $25 to $26 tops because I live alone. For June 2023, the amount jumped up to $44.06 claiming I used 5,100 gallons of water; I called Aqua and was told to check my meter, I might have a leak. I didn't check the meter because I figured maybe I left my outside faucet it on after I watered the grass. From that time onward I was very careful to ensure the faucet was off the few times I watered my garden only. The bill for July 2023 is $48.84, there is no way on earth I used 6,000 gallons of water from June 2 to July 5, 2023. I go to check the meter because something is horribly wrong. I opened the latch to check the meter and there is dried mud thick enough to make a mud pie on the meter. How was the meter checked with the dried mud on it. Also, so many cobwebs like it had not been opened in months. There is fraud going on here.

  Business response

  07/27/2023

  In response to ***. ****** billing dispute, a review of the billing shows that all billing statements over the past twenty-four months show that all billing statements issued were based on actual meter readings.
  The last two billing statements issued July 7,2023, bill period June 2, 2023, to July 5, 2023, and June 6, 2023, bill period May 2, 2023, to June 2, 2023.  Both billing periods the daily consumption increased in comparison to the history of the account.  Attached are the daily logs that shows the actual daily consumption / usage.  The daily log graphs (attachments) show designated days that the consumption increased. The increase could contribute to several reasons, irrigation / outside water activities and or the possibility of an internal plumbing issue.
  
  In addition to these suggestions for high consumption / usage, Aqua North Carolina received approval via North Carolina Utility Commission Order dated February 7, 2023, to place temporary interim rates under bond (RUB) which became effective February 19, 2023.
  
  The base facility charge (customer charge)increased from $16.01 to $16.89, and the usage rate went from $.4570000 to $.530000, which would show an increase in cost along with the increase in usage.
  *************** spoke to a customer service representative on June 14, 2023, and advised that she had guest at the residence from May 28, 2023, through May 29, 2023.  The attached daily log from May 2, 2023, to June 2, 2023, shows that the daily usage increase May 27, 2023, through May 28, 2023.
  The attached daily logs show the daily usage.

  On July 27, 2023, an Aqua representative visited the residence to confirm that there were no leaks and the meter was working properly.  The Aqua representative reported no issue found with the meter and no visible leaks. Reading obtained (9861).
  
  For your review attached are the daily logs for three billing periods, account history which confirms all meter readings are based on actual readings.
  
  Please advise if you require additional documentation to resolve ***. ****** customer compliant.

  Customer response

  07/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: That one visit I had on May 28 - 29, 2023, did not cause such a high usage of water.  I didn't have a visitor after that date, but the next bill was even higher than the first one. I spoke to the representative on July 27, 2023, who offered other reasons why the bill may be high (i.e., watering lawn, etc.).   The first high bill is very suspicious because 1 adult plus 2 children (ages 6 and 1) did not use that much water.

  The second high bill is very suspicious because I only water my garden and not that often. I wish I had a picture of the garden (it's struggling).

  But this can be closed as I am sure Aqua will not admit to the 'money grab'.  Just know I am watching the usage very closely from now on.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Aqua America has been overcharging me for water utility for several years (Account #*****************. We were made aware of this overcharge when we moved from our house in June 2022. The new owners of the house informed us when they set up their water services that we should not have been charged a "sewer charge" as there is a septic tank at the property. My husband and I have called customer service several times at this point. They acknowledged the error and informed us that money is owed back to us. This was back in June/July 2022. There have been several different credits on the account for different amounts since then - they highest being $13,120.37. They have yet to issue payment. Every time we call in, they say it is a complicated situation and a supervisor will need to handle it. A supervisor has only returned our call one time, just to say that he needed to discuss with billing and a check would be issued soon. It has been about 10 months. We are paying our utility bill on time each month at our new address while this company owes us thousands of dollars from years of overcharging us. We just want the money that is owed to us. I filed a complaint in April (#********) and they responded that we would receive funds in the mail. It has been about 3 months and again, no response from Aqua or payment. Can you help us get answers and our funds back from Aqua America?

  Business response

  08/03/2023

  Aqua apologies for any inconvenience this has caused the customer. Due to human error the second refund check was not process correctly causing a delay in the process. Currently the refund is in process and will be mailed to the customers current address: **********************  Gladwyne, PA *****. Please allow 4-6 weeks to receive the refund check.

  Business response

  08/08/2023

  Aqua apologies for any inconvenience this has caused the customer. Due to human error the second refund check was not process correctly causing a delay in the process. Currently the refund is in process and will be mailed to the customers current address: **** ***** **. Gladwyne, PA *****. Please allow 4-6 weeks to receive the refund check.

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water is out for 2 days. Suspecting Aqua Illinois is intentionally shutting our (including entire community) water off and blamed on drought weather. We received a phone call from Aqua to refrain using water for watering the lawn, taking shower etc after Illinois area has been largely rained for 2 days. Immediately on the same day, we realized there is no water to use. We called Aqua Illinois, file complaints, go into their office, posted in social media and they had no actions nor responses have been taken. They wasted a full day to understand the root cause and fix the issue while water service is essential to all of us and is basic human right to have clean and accessible water supply. On 7/3 afternoon 2pm, they claimed the water service was restored, while I did not see even a drip of water coming out from our facets. We are living in a great country and communities, but how come this essential service cannot even be comparable to a third world country? Why do we need to suffer the expensive bill for water service while they can shut our water off every summer deliberately? The CEO can have multi million dollars of bonus while civilians need to suffer this life threatening situation. The situation would be horrible if a person lived in this area have medical needs which need immediate access to water. We definitely need to switch to a new water service company. We need Aqua Illinois for compensation due to their deliberately shut off on our water system.

  Business response

  07/06/2023

  July 6th Update. Dear AQUA Customer:
  

  We continue to make progress in stabilizing our water system by hauling water to supplement our supply and increase pressure.  A vast majority of our customers have water at acceptable pressure levels, and we believe that number will continue to grow today if there are no unexpected changes in the system or sudden increases in demand.  We need our water reserves to continue to increase before we can test to ensure the safety of our water. As a result, we expect a boil water advisory to stay in effect through this weekend. We are providing bottled water at the ******************* Aquatic Center until the boil water advisory has been lifted.  Every drop counts and we are, in partnership with the Village of*****************, requiring that residents eliminate all sprinkler usage until further notice.  
  We are also partnering with ******************* Aquatic Center leadership to provide engineering support to help them address a break on their property so they can open up without compromising the water pressure for the rest of the system. 
  We thank you greatly for your continued patience as we work to restore full service and lift the boil water advisory and we truly apologize for the inconvenience this may caused.
  

  For updates, please check here: **********************************************************

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: we received water after 4 days while we escalated to higher authority. Till then, there was no response from Aqua side.
  

  Can you believe it, we were in dark to sustain for 4 days without any drop of water? Is it how emergency service work? How about hundreds of $ we spent on hotel/food/water bills?

  Will Aqua treat us in a same way if we were in faulty situation & did not pay their bills on time?

  The reason which bothered me is poor infrastructure, lack of professionalism, commitment to provide better service & miscommunication.

  I would like to get those answered, please.
  
  Regards,
  
  *****************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It’s only been a year since I moved into the ******* area with the only option for water is this the worst water company ever! I have lived all over and this company is the worst! Shut them down! It’s either their infrastructure or poor management and both of these things!!!! This area has had nothing but water break lines where we go without water for hours!!!! It can’t always be w water break! No other water company has these issues!!!! It’s on my AQUA! Shut them down and get us a real water company! This last time dated July 2nd, 2023! We have not had water for more than 24 hours! Their customer service sucks! Plenty of neighbors called and they get hung up or this unreputable company says we have not found the leak? In a day! I will be filing a complaint with the Villiage of *******, IL No other area I’ve lived in Illinois - have I had any issues with water service! Get rid of this loser company! I don’t have water then refund me!

  Business response

  07/06/2023

  July 6th Update. Dear AQUA Customer:

  We continue to make progress in stabilizing our water system by hauling water to supplement our supply and increase pressure.  A vast majority of our customers have water at acceptable pressure levels, and we believe that number will continue to grow today if there are no unexpected changes in the system or sudden increases in demand.  
  We need our water reserves to continue to increase before we can test to ensure the safety of our water. As a result, a boil water advisory will stay in effect through the weekend. We are providing bottled water at the ******************* Aquatic Center until the boil water advisory has been lifted.  
  Every drop counts and we are, in partnership with the Village of ********************, requiring that residents eliminate all sprinkler usage until further notice.  
  We are also partnering with ******************* Aquatic Center leadership to provide engineering support to help them address a break on their property so they can open up without compromising the water pressure for the rest of the system. 
  
  We thank you for your continued patience as we work to restore full service and lift the boil water advisory and we truly apologize for any inconvenience this may caused.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called aqua because I got a 10 day shut off notice that is dated for June 22nd I didn't get the shut off notice right away because it was in someone else mailbox I called them to try and get another pay arrangement because my husband's hours were cut at work and told them I wouldn't be able to make the payment by the 22nd they told me they couldn't do anything and gave me a number for a place that doesn't help in my area. If the water gets shut off the whole building losing water and nobody will have water. I also told aqua that I could make a payment next Friday the 30th and they told me they can't extended that far.

  Business response

  06/20/2023

  6/9/23 The customer was mailed a 10day shut off notice requesting payment of $526.52 by 6/22/23 to avoid termination of service.
  
  6/14/23 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 6:02pm.
  
  6/15/23 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 8:02am.
  
  6/19/23 ***** called about the shut-off notices. The CSR advised the customer to pay $108.03 to have the PAR reinstated.
  
  Aqua provided proper notification to the customer regarding the status of the account. Aqua provided dollar amounts due as well as due dates. The customer has had multiple payment arrangements with the Company. A courtesy hold has been placed on the account until 6/30/23. The customer should pay $108.03 to have the arrangement reinstated prior to 6/30/23.

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