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Business Profile

Water and Sewer Line Protection

Indiana American Water

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water and Sewer Line Protection.

Complaints

This profile includes complaints for Indiana American Water's headquarters and its corporate-owned locations. To view all corporate locations, see

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Indiana American Water has 18 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/27/2023

      Type:Billing Issues
      Status:
      Answered
      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 company over charged me by approx $145 because they did not take into account the change in water meter when I moved in OR when they replaced the water meter after I moved in and complained that they reading was wrong. They over charged my by 145 and then when I finally got them to reimburse me, they gave me a credit but then charged me again for the three months that they overcharged so I did not actually get a credit. When I called I was originally told that I was responsible for figuring out where the extra gallons of water came from even though I told them it was not accurate and asked them to look at previous owners account. Thankfully I knew the previous owner and was able to get her last meter reading and billing statement to compare. By the time I spoke with the 5th person, I was able to speak to someone who actually listened to my concern and I ended up telling him what the issue was. They were not taking into account that they changed the meter twice. They were taking starting readings from a previous meter and end readings from the newer meter and over charging me. This gentleman "put in a billing dispute" that "would take a month" to resolve and then nothing came of it. I was finally able to speak to a supervisor who saw what the issue was and that I was over charged. She said that I would get a check in the mail. I did not. every time I all back I am told that I was issued the refund but they will no longer acknowledge that they double charged me and still actually owe me money.

      Business Response

      Date: 12/05/2023

      This customers account was rebilled in September 2023 from 5/15/23-8/14/23 (total of 92 days), for a total of ***** gallons. There was no refund check being mailed out to customer, any prior payments that were made on this account were re-applied and this rebill resulted in a credit. Last couple of months we have received actual reads and the reads are in line. 

    • Initial Complaint

      Date:11/14/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      The company knowingly had issues with their meter reading system and sent me estimated bills for 3 months. Now due to their system errors I am being billed for an excessive amount of water. I have called numerous times requesting a call back from a supervisor. No one ever calls me back. I have emailed the president of the company who admitted to the system reading errors yet refuses to adjust my bill due to their errors. This issue has been ongoing since August.

      Business Response

      Date: 11/15/2023

      Notes on the account indicate customer requested a Supervisor call back on 10/10/23 and a Supervisor call back was attempted on 10/11/23 at 11:16 AM, but there was no answer. Then another call back was requested on 11/7/23, and a Supervisor call back was completed on 11/8/23 at 2:21 PM and a voicemail was left. Customer was informed that there were some data transmitting issues initially, but those have been resolved for her account. Customer was provided the attached spreadsheets. Based on the usage reports, it appears that something was set up on a timer. Customer stated they don't have a ********************** softener or sprinkler system on a timer. We do apologize for the inconvenience this has caused, however the usage is actual and in line.  

    • Initial Complaint

      Date:11/02/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Complaint ID: ******** This was a previously closed case that was not taken care of. I had a death in my family and I missed the email somehow. I would like to proceed with this case. I have uploaded a video with the timestamp showing that there is still running water at my address. I would like these damages to be repaired. I dont know what American water fixed but they did not shut off this running water at **** ******** St. I called 2 weeks ago and once again today. I was told that this was repaired but as seen on the time stamped video it has not been repaired as of today.

      Business Response

      Date: 11/07/2023

      We replaced the company side service line on 11/2/23 and left the water off. There shouldn't still be a leak here. If anything else is needed, please let us know.  

      Customer Answer

      Date: 11/07/2023

       I am rejecting this response because:
      I would like the wall destroyed by the running water repaired. The sub floor inside my house is messed up from the busted pipe spraying upwards., and the hole in the exterior wall. Where should I send the estimates to get these issues resolved?

      Business Response

      Date: 11/09/2023

      Customer will need to file a damage claim by calling our call center - **************. Thanks!

      Customer Answer

      Date: 03/01/2024

      Complaint #******** This was an ongoing situation. After getting estimates snd finding out the repairs cost $17,000. American Water is only trying to pay ****** and that does not cover all the repairs for the damage they caused. I am seeking the full payment for the damage they caused.

      Desired Resolution:

      Repair

      Business Response

      Date: 03/01/2024

      This decision was made by ********************* not Indiana American Water. To dispute this decision, you will need to reach out to Traveler's. 

      Customer Answer

      Date: 03/01/2024

       I am rejecting this response because:

      The damages done were estimated to cost over $17,000 so an offer for $10,000 is not acceptable. American Water needs to pay the full price to repair the damages they have caused. 

      Business Response

      Date: 03/04/2024

      I apologize for the inconvenience, but this decision was not made by Indiana American Water, nor can we make any decisions to edit the amount you were offered. If you are disputing this, then you would need to contact Travelers. Thanks!

    • Initial Complaint

      Date:10/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Spoke to the American water companies about fixing my meter on -Friday 10/13/23 I have no water in my property some of the lines were bust from the house sitting had to have them replace due to me not being home I was told to make it an e emergency on Saturday 10/14/2023 I waited four hours on Saturday to be called back and told that the appoint. was rescheduled to Monday 1016/2023 at a time someone could be available. no one showed up; for that appointment. I called back and made an emergency appointment, and no one showed up, but my account was noted that they did, and I stood on my porch for an hour no one came I was told a super would call me back no one ever did. I am currently still dealing with this issue I have no running water in my home and can't seem to get no one of authority to call me back on the issue instead I am consistently being rescheduled without being notified. Please help!!!!!!!!!!!!

      Business Response

      Date: 10/18/2023

      Please provide the service address so we can investigate further. Thanks!

    Indiana American Water is NOT a BBB Accredited Business.

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