Complaints

This profile includes complaints for Aqua America, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Aqua America, Incorporated has 36 locations, listed below.

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• 

  Aqua America, Incorporated

  762 W Lancaster Ave Bryn Mawr, PA 19010-3402

• 

  Aqua Texas, Inc

  2211 Louetta Rd Spring, TX 77388-4706

• 

  Aqua New Jersey, Inc.

  10 Black Forest Rd Trenton, NJ 08691-1810

• 

  Aqua Ohio

  870 3rd St NW Massillon, OH 44647-4206

• 

  Aqua America

  5402 Business 50 W Jefferson City, MO 65109

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:12/13/2023

  Type:Product 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.

  billed for an incorrect amount, seeking explaination adn bill adjustment Aqua Ohio is not responding to my concerns and was told if I want water, no one else can provide it so pay teh bill A fomal complete, via email was submitted 5 days ago and Aqua Ohio has not responded

  Business Response

  Date: 12/18/2023

  Good afternoon,

  Our area Manage have reviewed this high consumption issue and has decided to offer a one time courtesy adjustment of $88.73. Nothing was found to be incorrect and that there may have been a possible unknown leakage. Customer was advised to check toilets and other fixtures to prevent future possible problems. 

  We will also contact the county for them to have the sewer bill adjusted

  Thanks

• Initial Complaint

  Date:12/05/2023

  Type:Billing 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 received a bill dated 8/29/2023 for 119.36, due 9/20/2023.I made the payment on 9/20/23 but it was returned by my bank, so I owed them the 119.36.On 9/25/23 when my bank notified me of the returned payment, I made another payment of 119.36 to cover it.On my next months bill, dated 9/29/23, only 1 payment was showing, and that it was returned, leaving a previous balance of 119.36, plus the current charges of 144.92 which included a 20 returned check fee.I called Aqua America about the discrepancy, & the customer service agent said she saw the 2nd payment of 119.36, & that I only owed 144.92, & that she would contact the billing department about the error.I paid 144.95, 3¢ over by mistake, but it should have brought my balance down to a credit of 3¢.When my next bill dated 10/31/23 arrived, due on 11/22/23, it was STILL showing the past due balance, 119.33 (instead of 119.36 because of the 3¢ overpayment).The current charges were 111.25. I called Aqua America AGAIN, the customer service agent said yes, she sees the discrepancy, that I only owe 111.25, so that's what I paid, on 11/8/23. The agent said she would notify the billing department again. When my new bill arrived, dated 11/30/23, due 12/22/23, this past due balance of 119.33 was still showing up on my account.The current charges were 111.25 like last month, so on 12/4/23 I paid the 111.25. I called Aqua America AGAIN, this time the customer service agent told me I was wrong, that the 119.33 is my current charges that I haven't been billed for yet.I explained to her that I paid 119.36 TWICE yet it only showed up once on my bill, & even though I pay my bills early every month, I keep getting bills showing a past due balance.She refused to accept my explanation, & said it's my current charges, which is ridiculous because my current bill won't be generated until the end of December.I need this error corrected, the stress has been extremely difficult, I'm disabled & have a very hard time dealing with this issue

  Business Response

  Date: 12/08/2023

  The account has been corrected and now has a credit balance. The $20.00 returned item fee was removed as a courtesy for the inconvenience and stress this has caused the customer. This customer filed a PUC complaint on 12/5/23. Aqua's response is included below: 

  The second payment of $119.36 was made before the first payment was reversed. Because of this, the second payment was applied toward the *** balance. 12/5/23 The account was sent to Aqua's  IT department and the balance has been corrected. 

  The customer was advised the second payment was received but not applied correctly. The customer was advised the account was on hold. The second payment of $119.36 was made before the first payment was reversed. Because of this, the second payment was applied toward the *** balance. 12/5/23 The account was sent to Aqua's IT department and the balance has been corrected. The $20 returned item fee has been removed as a courtesy. The current account balance is a credit of -$20.03. 

• Initial Complaint

  Date:12/04/2023

  Type:Order 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 sister has been using my name to obtain utilities without my permission I don't want her to continue using my name please send bill to my Adress and cut off any utilities or water Thank You and send to my above adress

  Business Response

  Date: 12/04/2023

  Please contact ***** as we need more information. What is the address where the sister has set up service. What State is she in, we are not able to locate account with the information provided. We tried to contact complainant by phone but the call does not go through.

• Initial Complaint

  Date:11/28/2023

  Type:Billing 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.

  We received the bill dated 10/11/23 for $981.51 which was very high as against our average monthly bill of less than $60.00. When we contacted Customer Service confirming that there was no leakage or anything on our side, we were told to call a Plumber and get everything checked. We did so and called the Plumber who confirmed that there was no leakage. So we had to pay to the Plumber unnecessarily as there was no leakage. On calling customer service again, we were told that they will send the technician to get it checked. The Technician came and found that there was no leakage but the meter was faulty, it was not showing any reading of any kind. He replaced the meter and confirmed that the very high bill we received could be due to this faulty meter. Thereafter, we made repeated calls to Customer Care to get the corrected bill so that we could pay the right amount. However, we were told to wait till the issue is taken care of and we will get to know the correct amount in the next bill. However, to our surprise we have again received a bill dated 11/10/2023 for $857.24. Apparently, the previous amount of the faulty meter has been added into this bill again. Kindly take a note that there is no leakage at our end and we have even got everything checked from a Plumbing Company. The faulty meter, not showing any reading at all, was replaced in my presence. Having gone through all that and again receiving a bill for $857.24 is very frustrating for us. Since then we've been calling Customer Care and sending them emails to send us the corrected bill but are not getting any response.

  Business Response

  Date: 12/20/2023

  In review of **. ****** billing statement dated November 10, 2023, for services rendered September 5, 2023,through October 16, 2023, total 41 days of service, 105,400 gallons in the amount of $857.24.
  On October 16, 2023, an Aqua representative visited the property to investigate the high bill.  The representative reported the meter was faulty therefore, needed to be exchanged. The meter was exchanged on October 16, 2023. 
  The November 10, 2023, bill statement has been adjusted in the amount of $802.41.  The total account balance is $10.13 due January 3, 2024.

• Initial Complaint

  Date:11/22/2023

  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 2018 our septic tank failed and we were forced to work with Aqua Indiana and connect to city sewer. Since most people in our neighborhood are on septic we had to pay to put sewer line in and connect four houses away. This project cost us $23,500 out of our own pocket. We essentially paid a portion of each of our neighbors bills to be able to connect to city sewer. During this process we were told multiple times that we would receive a $3000 reimbursement each time one of our neighbors connected to the line we put in, as long as it was done in the next 10 years. When we signed the contracts to have the work done and for a $10,000 loan they gave us (which we have since paid off) we discussed the reimbursement again and were under the impression that one of the papers we signed was for this reimbursement. Fast forward to August 2023 and one of our neighbors connected to our line. In September I called Aqua to check on the reimbursement I was told by ***** ***** in the Fort Wayne office that she would look at our file and call me back. I never heard back and called multiple times and left messages. Finally on October 17th ***** finally answered and told us she can't find our contract and without it we can't get a reimbursement. She asked me to send copies of the emails I had. I sent everything and have heard nothing since. I keep calling and leaving messages just to confirm that she recieved the email and they wont answer or call me back. Our neighbor that connected works for city utilities and has told us that we should be receiving a reimbursement and he was even told that part of the money he paid was listed as a reimbursement for us. At the very least I would like someone to contact us and explain what is going on. I don't think we deserve to be punished for their negligence. Until my last call I have been kind and respectful but refusing to answer the phone or even call or email me back for over 2 months is unprofessional and disrespectful.

  Business Response

  Date: 11/29/2023

  After carefully reviewing all the documentation related to the refund request, we discovered the developer agreement was never signed. Right now, our construction coordinator, *********************, is working on a letter in response to the customer's latest call. Aqua will provide the customer with a good faith payment to assist with the cost of this construction; however, Aqua is under no obligation to provide a refund. The customer will receive a phone call this week and a letter and check in the coming weeks. We apologize for any inconvenience this may cause.

  Customer Answer

  Date: 12/08/2023

  [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: it has been over 8 days and I have not recieved a phone call, email, text, letter, or check from anyone at Aqua Indiana.
  
  Regards,
  
  ****** *****
  

  Business Response

  Date: 12/20/2023

  Email sent to customer and we received a message back from the ********* exchange that "Delivery to these recipients or groups is complete, but no delivery notification was sent by the destination server:"
  
  The email was sent to ********************* (*********************) with the title in the Subject: Better Business Bureau Complaint ***********
  
  Definition of this message is that  "This occurs if the recipient organization doesn't allow delivery reports."
  
  "The recipient organization can choose not to allow any delivery receipts. This prevents external senders from receiving delivery receipts."
  
  Aqua has exhausted all efforts to schedule aged meter exchange with the customer. If the customer does not schedule the meter exchange, the customers service will be disconnected for failure to comply.

  Sincerely,

  Aqua Services Inc. 

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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.

  I changed the way aqua North Carolina could send my building over the computer. As a thank you someone genius at the company saw fit to change my password. The password was automatically set I've had it for years and some genius I guess figured that I have 2 hours to try to log in to account I have had for years. I don't blame them cuz they're getting paid regardless when I'm not getting paid for losing 2 hours trying to log in to the account. It asked for some personal information like my high school mascot and if I put it in I don't remember my address I would like to figure out how to get into my account and also I would like them to start sending my bill through the mail again please contact me thank you

  Business Response

  Date: 11/21/2023

  Reviewed account and contacted customer. Advised Aqua does not change customer usernames or passwords, that information is all done by the account holder. Advised i could see an error with the user name. Sent customer the link to reset the password on the account and included contact number should customer have any difficulty. 

  Customer Answer

  Date: 11/21/2023

  complaint has been solved

  Customer Answer

  Date: 11/22/2023

  [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

  Date:10/30/2023

  Type:Billing 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 explained numerous times to several different people, I do NOT owe the total amount of this bill. I was the only one who lived at this property by myself. I vacated this property at 12:00 p.m. on July 29, 2022 and the new owners, a family of four, moved in immediately. Also, the new owner started demolition of the entire inside of the house immediately, including both bathrooms and kitchen. I am positive that during this immediate demolition, a water line busted or was cut before the water was turned off. I do without a question owe the previous amount of $49.76. Which included a 29 day cycle with an average daily usage of about 20 gallons of water a day (please see Water Usage History on Statement). You can see the exponentially higher water usage in July and then August. The last 3 1/2 days of July there was a spike AFTER I vacated the property. I did not own this property the later part of the day of July 29, 2022 YET I was charged until August 2, 2022 which is 4 1/2 days after I no longer owned this property. I last spoke to a supervisor from Aqua, ******, on October 9, 2023 and she acknowledged that the meter was not read until 8/2/2022, 4 1/2 days after I no longer owned the property. The backdated the statement on the second final statement, however they are still charging me for someone else's water usage. ****** also claimed that residents are "told" to notify them 3-4 days prior to moving, however of my 14 years at this property that was never disclosed to me, nor is it printed on the statement. I notified Aqua on the day I was moving out, July 29, 2022 and I was reassured, at that time, that the meter would be read. My usage for June-July total cost is $49.76 including a late fee for 28 days. My usage total cost for July for 24 days should not be more than $30.00 as there was little to NO water usage from me on the morning of July 29, 2022. Aqua turned this over to collections and my credit, whilst charging me for someone else's usage.

  Business Response

  Date: 11/21/2023

  Reviewed account nd contacted customer to explain final bill. Advised customer that the part customer is disputing which is high bill and days of service (end date is 7/29/2022)  Corrected the move out date to 7/29/2022 from 8/2/ 2022 and applied adjustment for 4 days of service for $9.47.  Explained high bill is due to a leak at the property, customers consumption began to rise with the July 5, 2022 bill indicating leak. New customer located and repaired a service line leak. 

  Issued updated final bill to be mailed to the customers forwarding address. Gave instruction on how customer can pay the balance of $126.36 for no fee on he Aqua website, using a checking or savings account. Bad debt report has been recalled from the collection agency. Customer appears to be satisfied.

• Initial Complaint

  Date:10/30/2023

  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.

  My name is *************************** I aqua is the rudest unconcerned ppl in business I have ever met,my services was interrupted last Tuesday because of an error they made been waiting a week for the supervisor to call me I put service in my name 7-5-23 they inactivated my name and put back in *************************** name aftter I sent in a lease and drivers liscence ,no one can explain why please help me at week without water terrible they want me to pay 700$ for sewer an 184$ for water out outrageous

  Business Response

  Date: 11/06/2023

  Aqua records show the account was previously in the name of *************************** in September 2013 and was requested to be transferred to ***************************. As of July 2023, the account has been inactive in his name,leaving a balance with the ******************* ******** Sewer that has not yet been paid. Customer *************************** lived in the same location as *****, making her also responsible for the unpaid debts. As a courtesy, we will transfer the service back to ********** name but will charge her for water and sewer as of 7/1/23.

• Initial Complaint

  Date:10/27/2023

  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.

  I've had a broken water main in my backyard since late August of 2023 and have repeatedly called AQUA Texas and keep getting told a representative will be out to look into the problem but as of October 27th 2023 I still have not had a representative to my home.... I'm fed up!!! something needs to be done and that's why I'm turning to you for help....

  Business Response

  Date: 10/30/2023

  I have reveiwed the account based on Aqua's response and response time associated with *** *****'s request regarding Service Leaks.  Please see attached documentation of *** *****'s service order requests as well as the date that an Aqua technician came to the property to assess/correct the issue:

   

  Customer Answer

  Date: 10/30/2023

  [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:
  The water leak is not at the meter its the main water line in the back. my next door neighbor has also called about the same leak.... their representative should have spent more time investigating the situation....  if they would tell me when they will be here to investigate the problem I'd be more than happy to show them exactly where the problem is..
  
  Regards,
  
  *******************
  

  Business Response

  Date: 11/10/2023

  The issue has been investigated by Aqua and has confirmed that the issue is directly an issue on Aqua side in which we are responsible for the repair.

  Business Response

  Date: 11/10/2023

  The issue has been investigated by Aqua and has confirmed that the issue is directly an issue on Aqua side in which we are responsible for the repair.

  Customer Answer

  Date: 11/10/2023

  [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

  Date:10/24/2023

  Type:Billing 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.

  This business has advised they were crediting my account multiple times and I continue to receive bills without the credit with a large amount due. You can never get a supervisor on the phone and they will not call you back when submitting a form online. I need this issue resolved immediately before my water is turned off as I refuse to pay an amount due that is not correct.

  Business Response

  Date: 11/21/2023

  The customer had requested a leak adjustment from 2021, which was denied as it was two calendar years past. Call center supervisor waived the reconnection fee for $35.00 as well as the deposit for $87.00. These adjustments will reduce the customers balance. Leak adjustments are a courtesy and not mandated by the tariff. Once fees are waived customer will have near zero balance.