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

  762 W Lancaster Ave Bryn Mawr, PA 19010-3402

• 

  Aqua America, Incorporated

  322 N Gilbert St Danville, IL 61832-5630

• 

  Aqua America, Incorporated

  9450 Silver Creek Rd Fort Worth, TX 76108-9744

• 

  Aqua America, Incorporated

  2246 Dabney Rd Richmond, VA 23230-3320

• 

  Aqua America

  623 Sanderson Ave Campbell, OH 44405-1421

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:01/21/2024

  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 water pressure is dropping everyday.

  Business Response

  Date: 01/30/2024

  1/19/24 ******* called to report low pressure. The CSR created an emergency work order to investigate. A technician visited the property and found no leaks. The technician reported the issue could be caused by freezing temperatures. 

  1/23/24 Aqua had a leak detection completed in the evening. A leak was detected on the main line.

  1/24/24 Aqua began digging the area to work on the pressure issues at the main line.

   1/26/24 Aqua moved services for affected customers in this area to an adjacent main line with higher pressure. Aqua will continue the pressure investigation on the other main line. The customers should be experiencing increased pressure after being connected to the adjacent main line. 

  1/26/24 ******* called regarding pressure. The CSR advised the issue is currently being investigated and worked on. 

• Initial Complaint

  Date:01/10/2024

  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.

  Upon putting in a new front lawn I began watering the sod in early summer of 2023 at the above mentioned address I owned. telling me they sent someone out to check for leaks which I know nothing about nor received any information regarding the outcome (I have no knowledge of Aqua ever coming to my home looking for leaks and informed the rep that ******** had been digging in my front yard to install their internet service I have not subscribed to). Well, back to where I talked about my $200 bill - another cycle goes by and I receive a normal bill. On January 4, 2024, I placed another call to customer service to pay my now $76.31 bill for one month and am concerned about the high water usage (even red lined on my bill statement) when no lawn watering is going on, not even a dishwasher is being used in a home with only one inhabitant not even living in the home full time. The customer service rep makes an appointment request for a possible water leak check on January 5, 2024. On Monday, January 8, 2024, I made another call to 877-987-2782 and got disconnected, a second call to find a different rep who accused me of already asking for a water leak check on December 11, 2023, which I never requested nor received any feedback regarding a so called leak. By the way, no one showed up to check for meter malfunction or water leak on January 5, 2024. I then proceeded to call for the 3rd time and talked to a 3rd rep who eventually hung up and spoke in a very surly manner. I have been given the run around with no help in resolving the issue of high water usage with reps who are unprofessional, accusatory and unhelpful to say the least. I am unable to obtain a phone number for the Fayetteville, NC office nor the main office in Bryn Mawr, PA, where I can talk to someone who would take the time to look into my situation. I don't understand why a company I am paying monthly will not allow a customer to speak with anyone with authority to resolve issues. 

  Business Response

  Date: 01/25/2024

  In review of **. ********* account, the monthly billing statements issued from June 2023 through September 2023, were based on estimated reading. 
  A revised billing statement dated October 5, 2023, was issued for service rendered May 10, 2023, through September 6, 2023, for 119 days of service in the amount of $261.36.
  There were two scheduled visits to ******************** residence.
  December 12, 2023, an Aqua representative visited the residence to check the meter equipment and obtain a check reading (10273).  No problems were found.
  January 11, 2024, an Aqua representative visited the residence to check the meter equipment and obtain a check reading (*****). No problems were found.
  ******************** has a radio frequency meter / electronic device type meter installed at her residence. The RF meter type enables the company to record daily consumption that registers on the meter.
  The daily log shows the days that the consumption increased which were November 7, 2023 through November 29, 2023.  The consumption decreased from November 30 through De Attached for your review is the daily log which captures the daily readings from November 7, 2023, through December 11, 2023 (attachment).  The consumption returned to normal for the December 11, 2023, to January 11, 2024 billing period.  Reference account history as an attachment.
  If there was no watering of the lawn, it is possible that there could have been an internal plumbing issue such as a hanging toilet that was not observed by ********************.   
  An Aqua representative spoke with ******************** on January 25, 2024, to discuss the account.  ******************** confirmed that new sod was laid in May 2023 and the gardener place timer on hose attached to outside spigot however, the spigot only ran for a few minutes each day at 5:30 AM in the morning. 
  The Aqua representative shared that during the month of November the consumption increased for several days.  ******************** shared that she just started living at the residence fulltime in December. ******************** is sure that there are no leaks at the property.  A copy of the daily log was forwarded to ******************* for review.
  ******************** was advised that the meter and the electronic device will be exchanged at the property on January 29, 2024.  The account will be monitored for the next two months to confirm that the consumption is normal for one adult living at the residence.
  ******************** was advised that she will receive a follow-up call after the February 9, ****,meter reading.  After all billing concerns have been addressed, ******************** will need to contact Aquas customer service center for all inquiries for tracking purposes.  Aquas customer service center is open Monday through Friday 8:00 AM to 5:00 PM.
  Please advise if you require additional information regarding **. ********* customer complain

• Initial Complaint

  Date:01/05/2024

  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.

  I moved into a new place last December. Called to have my water in my name on Dec 1st 2022. I never received a bill until October of 2023. They bill was around $300.00. I called and got on a payment plan. I got a letter saying I had to pay $72.89 by 12/26/23. I paid 76.95 on 12/21/23. My water got shut off 1/4/24. I called and they said they sent letters about a shut off notice. I never got any letters from them. The only letter I got was about the 72.89 and I paid that. Now they are saying they sent me a letter but I didn't pay in time and now I owe 271. I never received any letters. I don't know what is going on. They don't bill me for almost a year then want 271 to have my water back on ? That is ridiculous. They mess up with my account and then shut my water off because of a letter I never received. If I got a bill before the one about the 72.89 I would of paid it. So aqua messes up with my account and then stick me with a big bill and shut my water off because of a bill I never received? And the first bill showed how much water I used and according to them I did use any water from December when I moved in until October is when the bull showed $300. Right there is saying something is wrong with my account. I have been using water since I moved in and the bill shows I only used water in October? Right there that bill is messed up and a lie. Something is really wrong. I've lived here almost a year and now I get a bill saying my October bill is 300. How come I didn't get a bill from December through September? And how did they come up with the $300 ? Now I have to pay 271 to have my water back on. They messed up with my account and now they shut my water off because of a letter I never received ? I had no problem getting the letter about the 72.89. Something isn't adding up. It seems like they want me to pay for there mess up. I'm on ssdi and I can't pay the 271 to have it turned on. I can on 1/19. So basically they messed up and want their money now

  Business Response

  Date: 01/09/2024

  Dear Customer,
  We are deeply sorry that you are experiencing these billing issues at this moment. After reviewing our records, it appears there was a system error and bills were not generating. However, we made the necessary corrections and on 9/11/23, we mailed a bill and a letter apologizing for the inconvenience and offering you a payment arrangement. At any moment, it shows that a call was received from December 2022 to September 2023 inquiring about a bill.We understand it is our responsibility as a utility company to send a bill in a promptly manner, but it is also your responsibility as a consumer to look out for one especially if service is being provided. We sent another bill on 10/11/23 and on 10/18/23, we mailed a shutoff notice. We then received a call on 10/23/23, inquiring about the bill and requesting a payment arrangement. On 10/27/23, we mailed a payment arrangement letter explaining the terms and conditions of the agreement. A payment arrangement **** was mailed on 11/10/23 due on 12/5/23, but no payments were received by the due date. On 12/13/23, we mailed a letter stating that we have not received your required payment due on your payment arrangement. It also mentions that if we received the payment by 12/26/23, you could continue with your payment arrangement, but you must contact Aqua after payment is made if you wish to continue with the arrangement.  On 12/18/23, we mailed a shutoff notice stating you must pay $346.34 by 12/28/23, or you will be subject to disconnection.  We received a payment on 12/21/23 for $75.00  but it wasnt enough to cancel the shutoff notice.  No calls were received from the customer regarding the shutoff notice or to continue with the payment agreement. We disconnected service on 1/2/24 and on 1/4/24, we received a call from the customer inquiring about not having water service. At that time, the customer service representative advises the customer that in order to restore service, a payment of $271.34 plus a $25 reconnection fee must be made. The customer says hes unable to pay anything but $25 only, and the representative advises the customer if he can pay the amount required for reconnection, we can waive the reconnection fee. The customer decline and stated he never received the disconnection notice.  He said he only received the reinstatement letter which requires for the customer to call but he never did, and stated he is not paying. Customer ended the call. To restore service, the customer must pay $271.34. If the customer has a serious medical condition, he can submit a medical certificate provided by Aqua for his doctor to fill out. The customer can also visit a government agency that can help monetarily for his service to get restored. The customer should contact customer service center for any questions or concerns he may have. We apologize for any inconvenience this may have caused.
  Sincerely, Aqua Illinois.

  Customer Answer

  Date: 01/10/2024

  [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:
  
  Regards,
  
  *************************
  

• 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:11/02/2023

  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.

  I have been receiving threatening letters in the mail from Aqua Illinois, Inc **********************************************, Kankakee, IL ***********. Stating if I do not allow me their employees into my personal dwelling that they will shut off my water services. I do not appreciate being threatened with service disconnection when I am a 74 year old senior citizen with severe health conditions. I have been diagnosed with covid, Afib, congestive heart failure and kidney failure. Due to the nature of my illness, my doctor advises that I am not to come into contact with anyone outside my home due to my weak immune system and health concerns. Aqua is harassing me over a meter change, which I agreed to, seeing as though the meter is located outside the premises. However, demanding to enter my dwelling with my health declining and disobeying doctors' orders is unacceptable. I cannot compromise my health to allow strangers into my home currently. I would appreciate contact from someone in the corporate office and a resolution. Please advise.

  Business Response

  Date: 11/07/2023

  I am very sorry that you are facing serious health problems, but we have been trying to change your meter for the last 7 years and have not been successful. We cannot install meter pits in this area due to Village requirements, so we must be allowed access or, per our tariff, we can turn off your water service. According to ** plumbing code, a " meter must be replaced every 6 years and your meter is now 18 years old. We apologize for any inconvenience this may cause. Please contact our call center Monday through Friday from 8 a.m. to 5pm and make an appointment to change your meter. Thanks in advance, Aqua Illinois.

  Customer Answer

  Date: 11/08/2023

  a[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:

  What am I supposed to do ignore my doctors orders and compromise my health by allowing strangers into my home with my immune system so weak therefore exposing myself to something possibly fatal?  I all ready agreed to allowing someone access to the meter found on the outside of the premises.  There are strict orders from the medical team specifying no contact with public due to my severe health concerns.  So by all means, help yourself to the outside meter.  At this time, I cannot compromise my health with strangers in our home.  We are in the middle of a pandemic and disease and viruses are running rampant.  I am 75 years old and I have to follow doctor instructions.  You are threatening to shut off my water service for a 75 year old senior citizen with severe medical issues?  Because I do not want to compromise my health and doctors orders?  Then I am requesting contact from your corporate office as we will have to go into litigation at this point due to your threats.  Please advise.
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/29/2023

  At no time does Aqua want to put the customer's health at risk. So instead of having the contractor change the meter, we can make an exception and have an Aqua field representative change the meter for the customer. We recognize that the customer cannot be in contact with anyone other than family members; however, the customer can have a family member meet the technician and allow the technician to exchange the meter. The family member doesn't  have to have any contact with the field representative other than giving him entry to the house. Properties in this area do not have outside meters and are not permitted by the village. The only device we have outside is a radio frequency device connected to the meter inside the property. Therefore, we strongly request that the customer contact Aqua and schedule an appointment for the spring where someone from Aqua can assist her with her exchange. Please understand that according to the Illinois Plumbing Code, a ¾' meter must be replaced every 6 years and the last time the meter was replaced was in 2005. We truly apologize if this has been an inconvenience to the customer at this moment.

  Business Response

  Date: 11/29/2023

  Following a previous response dated 11/29/23, Aqua corporate office attempted to contact the customer twice and there was no response or voicemail options.

  Customer Answer

  Date: 12/11/2023

  [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: My contact email is the same, ********************** I would appreciate contact and resolution from corporate office.  
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 12/13/2023

  Dear Customer, as requested, an email has been sent to ********************* regarding this complaint.  On this email we are stating that on 11/29/23, Aqua Water, Inc.  attempted to contact you twice, but there was no response or option to leave a voice message. We have been trying to change the meter for the past 7 years and have not been successful. According to ** plumbing code, a " meter must be replaced every 6 years and your meter is now 18 years old. We are unable to  install meter pits in this area due to the Village requirements, so we must be allowed access or, per our tariff, we can turn off your water service. Aqua decided that instead of having a contractor change the meter, an exception can be made and have an Aqua field representative make this exchange. We recognize that you cant be in contact with anyone other than family members, so we are asking to have a family member meet the technician and allow him to do this exchange. We recommend that you contact Aqua or reply to this email to schedule an appointment for the spring. We apologize if this has been an inconvenience to you.
  
  

  Customer Answer

  Date: 12/14/2023

  [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:

  I have not received any communication or email regarding this matter.
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/20/2023

  Dear Customer,

  A second email was sent to your email address ******************** as requested in response to this complaint.

  Thank You.

  Business Response

  Date: 12/29/2023

  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 ID: ********
  
  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.