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 Virginia

  2414 Granite Ridge Rd Rockville, VA 23146-2232

• 

  Aqua Illinois

  1000 S Schuyler Ave Kankakee, IL 60901-5026

• 

  Aqua America

  8644 Station St Mentor, OH 44060-4316

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  Aqua North Carolina

  4163 Sinclair St Denver, NC 28037-6207

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:05/12/2022

  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 called your customer service number after being notified by a neighbor that we were under a boil water advisory, which apparently took effect Monday but yet no one bothered notifying us. Mind you several other neighbors have since reached out informing me they were never notified either. I asked why we weren’t notified and how to prevent this from happening in the future. She went through the whole.. “have you signed up for our alerts?” Yep. Did that last year, so not sure what the issue is. “What about e-mail?” Yep! Did that too. I informed her I just want to make sure this never happened again and requested to be transferred to a manager. She refused. Again I asked, again she refused. This is unacceptable. Period. I have 3 children who’s health is being put on the line from this companies negligence.

  Business Response

  Date: 05/31/2022

  On May 9, 2022, the department of transportation hit a water line that impacted an estimated 100 customers in Bedford at *******   subdivision.  Customers were notified at 3:48 PM on May 9, 2022.
  The water consumers of *******, along ***** ***** **., ***** *** **., ******* **., ******* **** **., ******** **., ** ****** ***, ****** ***, and two customers off Hwy ** experienced periods of low pressure and outages in the distribution system due to the emergency repair.
  
  Periods of low or no pressure in the distribution system increases the potential for back siphonage and introduction of bacteria into the water system. Once water pressure is restored, it was suggested that as a precaution, to boil water or use bottled water for human consumption (including drinking, making ice, brushing teeth and food preparation). Vigorous boiling for one (1) minute kills disease-causing organisms that may be present in the water.
  The advisory does not mean that the water is contaminated; the advisory was issued only as a precautionary measure. Customers were strongly encouraged to conserve water until service was returned.
  After repairs were completed a water sample was forwarded to a drinking water laboratory for tests.  Once test results were available, Aqua contacted customers to lift the advisory.  Customers were also encouraged to monitor the website for updates during the outage. The advisory was lifted on May 12, 2022, at 5:00 PM.
  On May 16, 2022, a supervisor spoke with **** ***** to address her concerns.  The supervisor followed up with the department that sends notifications during an emergency to customers.  **** ***** contact information was not listed however, the company representative updated **** ***** telephone and email information in the customer database for future communications.  **** ***** did share with the Aqua representative that she was able to reference information on the website.
  On behalf of the company, I would like to extend an apology to **** ***** for the inconvenience this matter may have caused. 

  Please advise if you required additional information regarding **** ***** customer complaint.

  Customer Answer

  Date: 06/01/2022

  [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:

  Aqua lied. They notified no one. No one in my neighborhood received a call. Anyone can say anything, I’m willing to provide my phone records and so are my neighbors. Just curious, has Aqua provided phone records as evidence to prove they called? It is true a rep reached out to me on May 16th. I would encourage you to listen to the call. In that call, the rep admitted no one was contacted and he did not know why. He responded that the matter would be escalated in an attempt yo resolve it. Aqua got caught with their pants down so to speak and are now lying in an attempt to back pedal. They need to be held responsible for their actions or lack there of. This is not the first time they’ve failed to notify customers of possible water contamination issues. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/11/2022

  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.

  Aqua is attempting to retroactively charge me for every month dating back to July of 2021. Apparently their meter wasn't reading correctly so they undercharged me for nearly a year and they want me to pay the difference to the sum of approx $225 based on their "estimates". I've paid every bill they've sent me to the penny and on time. It is not my responsibility to make sure THEIR equipment is in good working order anymore than it is their responsibly to make sure my pipes are in good working order. It is terrible business practice to retroactively charge people for bills they've already paid.

  Business Response

  Date: 05/30/2022

  In response to **. *******'s customer complaint, the account was established effective March 13, 2020, in the name of *************************.
  
  On April 15, 2022, ****************** contacted Aqua customer service stating that there was a street leak in front of her driveway at her residence.  An Aqua representative was at **. ******** residence on April 18, 2022, to investigate the leak.  The Aqua representative found the leak was on the customer side of the meter in addition found that the meter was stuck. 
  
  Further research showed that ****************** was not billed for consumption since the June 10, 2021, meter reading.  This was due to the stuck meter at the residence.  As a result of the stuck meter, the account was billed or 312 days of service, June 10, 2021, through April 18, 2022, 46,800 gallons total bill was $382.67 minus payments amount due was $224.96.  The consumption was billed based on customer average usage.  Aqua acknowledges that the stuck meter issue should have been addressed in a timely manner. 
  
  On May 17, 2022, a customer service supervisor spoke with ****************** and apologize that the stuck meter issue was not addressed in a timely manner and share that Aqua tariff rules and regulations states that the company can back **** for billing error.  The supervisor also shared with ****************** that the company acknowledges the error in billing bur also rely on our customers to review billing statements for accuracy.  The supervisor offered ****************** a onetime courtesy adjustment in the amount of $224.96 to bring resolution to his complaint.
  
  Attached for your review is the account history that outlines that the customer was not billed for consumption for several months.  Please advise if you required additional information regarding *** ******** customer complaint.

• Initial Complaint

  Date:05/10/2022

  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 bought this property in Dec 2021. I transferred all my utilities than and in feb was called and told I needed to transfer water (AQUA). I thought my water and sewer were paid together. Anyway, I had to make a payment and so I did and transferred over the address/property to be paid by me. I started making payments every month through my bank account. Then today 5/10/22 without notice I came home and found there was no water. I called the contact /customer service rep person at the main number. She told me MY WATER WAS LOCKED OFF FOR NON PAYMENT , I told her of my payments and she told me to rectify payments from my bank and fax it to ************. In my account all payments WERE CASHED by AQUA. In the mean time I had no water, Toilet unflushed, no water to drink and do my laundry. I was told that the payment went to the old account number? How can this be possible when there is a address and meter #. When I called back for the time of water return I was told of me paying a re connection fee. And had to be home for the re connection.nWhat is going on in this company? I made my payments...They SWITCH OFF MY WATER... WHAT METER ARE YOU READING? Who are you billing really? Why did they CASH MONEY FROM MY BANK ACCOUNT IF THEY DID NOT KNOW WHO PAYED ? I asked to speak with a supervisor, no one called me. I need answers and some form of reason why my water was shut off without notice. I have no mail, no email, no call/message. JUST NO WATER. And I hope they did not report any bad credit to my report. I want an extensive resolution.

  Business Response

  Date: 05/18/2022

  Contacted customer and issue is now resolved. Multiple payments made by the customer were going to the 'previous' customer account in error causing the account to go into collections and eventually shut off for non-payment.  As a courtesy, the reconnection and deposit fee was credited back to the customer.  Customer also was advised to be sure correct account number is used when making electronic payments to avoid any future error such as this.  Customer mentioned no other issues outside of what was stated.  Closed BBB.

  Customer Answer

  Date: 05/28/2022

  [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:
  First of all, I am being billed for reconnection of $50.00, a disconnection that was I was not notified of and which I made payments. I was told that this fee would be waived. Secondly From Feb to April the bill total to aqua was $215.31 Payments were cashed from my chase account by Aqua in the amounts of feb $130.21 march $116.68 and april $168.25. Aqua has not refunded me any of these payments. Except 168.25 . Aqua owes me $116.68 . Please let me know if these bank receipts are needed. Aqua has actually cashed my money and still billed me in June as seen in the submitted document.
  Regards,
  
  *******************
  

  Business Response

  Date: 06/08/2022

  Per discussion with customer, issues is now resolved.....amount initially transferred was only from February in the amount of $130.21.   However it was additional payments made for March ($116.68) and April ($168.25) by the customer that was not applied/transferred.  Payments have now been transferred and customer was informed of the new balance which will reflect on their next bill.  Issue now resolved.