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 22 locations, listed below.

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• 

  Aqua America, Incorporated

  762 W Lancaster Ave Bryn Mawr, PA 19010-3402

• 

  Aqua Virginia

  420 Garden Ln Palmyra, VA 22963-4284

• 

  Aqua America

  623 Sanderson Ave Campbell, OH 44405-1421

• 

  Aqua America, Incorporated

  322 N Gilbert St Danville, IL 61832-5630

• 

  Aqua Texas Inc

  1106 Clayton Ln Ste 400W Austin, TX 78723-2476

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: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. 

• 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.

• Initial Complaint

  Date:10/19/2023

  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 my new bill from Aqua on Oct 19 2023. There is a miscellaneous charge for 25.53 due November 2 2023. I called Aqua customer service number at apoximatly 348pm on the same day. I wanted explanation on why this additional fee was charged to my account. I was told by the customer service representative that a rate hike was approved in June 2023 and that this charge was for service from that month until September 2023. Aqua did not give me any communication that this charge would be on my bill. If I was communicated with ahead of time I could have made proper arrangements due to my family being on a fixed income. This has caused a burden to my family and if we were notified months ago from Aqua we could have made payments torward the new billing rate.

  Business Response

  Date: 11/21/2023

  Apologies for the delay responding to BBB ********, the customer was notified via letter that was mailed with the August 10, 2023 bill explaining that a rate increase had been approved. The charge is on the October 11, 2023 bill, with an explanation in the message center portion of the bill saying: This bill reflects the new approved rates applied to your previous month's activity, and it also includes a one-time catch-up credit adjustment or
  miscellaneous charge related to your usage activity between June 5, 2023 and the start of your August bills usage period. Both bills are attached for your review.

   

• Initial Complaint

  Date:10/19/2023

  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.

  Since Aqua Water has taken over I have had nothing but problems. Someone at Aqua decided to combine my address with my Mom & Dad's address. My Dad & I have the same name but use our middle initial to identify who is who. My Mom & Dad's account was to be removed off of my account Monday Oct. 16, 2023 as of Oct. 18, 2023 it still has NOT been removed. My second problem is I do NOT receive my check until the 3rd of each month & Aqua will not change my due date which is Nov. 2, 2023. I told Aqua I could pay by credit card but I can NOT afford to pay a $1.95 fee. Aqua wants me to link my bank account for automatic withdraw but I've read many complaints about theft & overcharging & I do NOT feel comfortable linking my bank account. I also only have $50.00 in there at ALL times & I am afraid I will have an overdraft fee if they withdraw money before my check gets deposited. I can NOT pay a bill I do NOT have the money for ahead of time! I was told by Aqua Customer Assistance Program (CAP) if I'm late on my payment I will lose the help that they give to pay my water bill.

  Business Response

  Date: 10/27/2023

  Regarding Fathers account:
  10/16/23 **************************** (father) called to report the account at * ****** ** was activated under his son's name when Aqua acquired from Shenandoah. **************************** requested to put service under his own name as of 10/17/23. The CSR created a new account under the name **************************** and advised he would receive the first bill in 30-45 days. 
  10/17/23 The fathers account was activated under the name **************************** at ***********. ************************ final bill for * ****** ** was mailed 10/20/23. The only active account under **************************** is ** *****************. Aqua is sorry for the error and the inconvenience that it caused.

  Regarding the customers request to change due dates:
  10/16/23 ****** called and requested to change the monthly due date, as he gets paid on the 3rd of every month. The CSR advised Aqua is not able to change due dates. The CSR asked if the customer would like to set up auto draft, and the customer declined.
  Unfortunately, Aqua is not able to change the billing cycle or due date on the account. Please note: the due date will not always be on the 2nd of each month. Read dates, bill dates, and due dates may vary depending on weekends or holidays. 
  Payments made with ******** require a $1.95 fee. Payments made with Aqua e-Billing are free: there is no surcharge, processing, or convenience fee. Payment method options can be found at ***************************************************************************.

  Customer Answer

  Date: 10/27/2023

  [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 never nor did my Dad receive a bill at ************* for ***************.. Aqua is negligent & after speaking to several agents they act as this is no big deal And I've been told repeatedly it was a mistake many people own multiple properties. That's a poor excuse! You do NOT assume ANYTHING! You call to verify if it's the same person! How many people have the same name?! Are they the same person as well? To this day Aqua' auto system still will NOT find my account with my account # or name & is saying I have multiple accounts. They need to fix this ASAP! They know how to send the bill from day 1 to the right place! Also Aqua is a big company there is NO reason that they should have a 3rd party handle credit card payments charging me a $1.95! I'm paying enough & Aqua should be made to accept online payments FREE of charge for their customers! Aqua was NOT wanted here! Aqua also said bills can be paid at ********, ****** **** but yet their incompetence once again shines bright! Those places are NOT set up to take payment yet & these stores are complaining! Aqua should have left customers pay at the bank as Shenandoah did! Aqua told me Illinois is the ONLY place they can change the due date! Why NOT **********? Aqua is billing monthly costing me a stamp, envelope, & check & the billing cycle should be as every other company a 30 day cycle NOT a different billing due date every month! What kind of company is this! Who does Aqua think they are to come on my property & start digging holes without my permission to find the main shut off so they can change the meter & then ONLY come back out drill a hole in my foundation & never caulk it costing me more money to buy caulk! And then Aqua painted lines on my parents driveway as they just think they can dig it up without their permission & when their workers are confronted by my Dad my Dad is ignored & ONLY answered when they stepped on his property & asked again with we're looking for a leak. Their workers were also ignorant to me & I threaten to call the cops they dig one more hole in my yard. All this fancy equipment & they cop an attitude & can't find the main shut off! Last I checked I own my property & NO one can enter! That is trespassing & this is how situations turn bad! Aqua better change it's polices & educated they workers & start taking payments for FREE online! Everybody's wondering why people are the way they are these days here's a perfect example of pushing people too far & that's when people push back! But you won't see this in the News!
  
  Regards,
  
  *************************
  

  Business Response

  Date: 11/02/2023

  In the complaint, the customer stated neither customer received a bill at * ****** ** for ** *****************. This is because the bills for ** ***************** have been mailed to ** *****************. Neither customer has notified Aqua of a separate mailing address, so both accounts have bills mailed to the service addresses. If the customer would like to change the mailing address, they should call ************ to make that request.

  Again, Aqua is sorry for the error of establishing the account under the wrong name, and the inconvenience that it caused the customers. The issue has been fixed.

  Aqua apologizes for any inconvenience caused by work being done in the area. The field service representatives are working to make repairs and improvements that will benefit the quality of service for Aquas customers.  
  
  As stated in the company's initial response, customers can make payments with no additional charges through Aqua e-Billing. The customer previously stated he was not comfortable with linking his bank account. To avoid this, he should select Pay Now and Enroll Later. This will allow the customer to make a payment without creating a login or saving his bank information on Aqua e-Billing. When making a payment on Aqua e-Billing, the customer should use the full 16-digit account number ****************** and the zip code (********). There will be no additional fee for paying this way on Aqua e-Billing. The $1.95 fee is the vendor's fee, and is only for payments made through ********. Payment method options can be found at ***************************************************************************.

  Customer Answer

  Date: 11/02/2023

  [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:

  Aqua is a LAIR! They stated "the customer stated neither customer received a bill at * ****** ** for ** *****************." BOTH ************** & ************** received a several bills at the correct addresses! I stated ************** could NOT access Aqua phone system with my account # or name. I also stated ************** was told by AQUA that he had multiple accounts & when questioned Aqua said they could NOT give any info! It is NOT OUR job to report change or do ANYTHING! It's Aqua job! Aqua took over & Aqua should NOT assume the same name is the same person owning multiple proprieties! And furthermore Aqua has the audacity to tell me to link my bank account & trust them after several X's with their incompetence?! I suggest Aqua school the employees how to run a proper business, talk, & treat their customers correctly & NOT give a problem having a supervisor call back & then NEVER call the customer! Without US they are NOT in business! In closing Aqua SHOULD have everything up & running with ******** & ****** **** for payments! The stores are even mad at the way Aqua sent notices & they have to keep repeating themselves & turn people away! I'm NOT one they will push around! And Aqua WILL ask for permission to come on PRIVATE property NO matter if they are fixing things or not! If Aqua does NOT ask there will be a problem as private property MEANS PRIVATE! I can assure them that!
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/13/2023

  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 water provider (Aqua) turned off my water service because I had not yet set up an appointment to have my meter replaced at Aquas request. I did not request the new meter. Mind you, my bill is paid every month. I returned home from work with a note taped to my front door saying that my water is shut off due to the meter bedding to be replaced due to its age. I'm unable to take off a day of work to have this done and there is no on one else that lives in my house that can be here for an appointment during the week. Now I must go 2 days without water because their field supervisors are finished work for the day and won't come back to restore my services. Furthermore, the letter says they want to charge me $50 to restore the service.

  Customer Answer

  Date: 10/16/2023

  For myself, I would like to be credited for the two days I was without water. For anyone else who has water service with Aqua, I would like for Aqua to no longer be able to shut off someones water simply because they have yet to schedule an appointment to have a meter replaced at the request of Aqua. 

  Business Response

  Date: 10/16/2023

  9/29/22 ******** was mailed a notice stating a meter exchange appointment was required.
  1/18/23 ******** was mailed a notice stating a meter exchange appointment was required.
  3/21/23 ******** was mailed a 10-day shut-off notice requesting to call and schedule a meter exchange appointment by 4/5/23 to avoid service termination.
  8/25/23 ******** was mailed a 10-day shut-off notice requesting to call and schedule a meter exchange appointment by 9/12/23 to avoid service termination.
  10/3/23 A 3-day shut-off notice was posted at the property.
  ******** did not call to set up an appointment as requested on multiple notices. The customer did not respond to the shut-off notices, causing water to be turned off.
  10/12/23 Water turned off for no meter access at 1:00pm. The FSR left a door tag advising the customer the service was disconnected.
  10/12/23 ******** called regarding service termination. The CSR called the meter operations supervisor to ask if service could be restored the same day. The supervisor said no. The *** created a service order for 10/13/23.
  10/13/23 An Aqua technician visited the property at 1:30pm to exchange the meter and restore service. The technician knocked and called several times, but did not hear from the customer.
  10/14/23 An Aqua technician visited the property at 2:15pm,exchanged the meter, and restored service. The technician reported no issues with the meter. A $50 reconnect fee was not applied. 

  Customer Answer

  Date: 10/16/2023

  [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 explained to Aqua that I had not scheduled an appointment yet. As well, I informed the company that there was no 3-day shut off notice left on my door on 10/03/23 (that date provided by Aqua) and I can most likely provide video coverage from my **** Doorbell camera. Also, if anyone knocks on my door while I’m at work, I’m not there to answer the door. Just like they aren’t home to answer their door while they are at work. In addition, I train people in a highly safety sensitive environment and am unable to use my phone when in a training environment. I work Mon-Fri and sometimes Saturday, from 7:30-4:00. I do not get home until 5:00 pm. So if you are knocking on my door during those hours, it’s pointless. There is no one else that resides on my home. During my last call to Aqua, it was explained to me that the company replaces meters every 10 years, and mine was last replaced in 2006. I’ve been in my home for 17 years (since 11/2006) and not once has Aqua replaced the meter. So, that means Aqua was 7 years late replacing the meter, but I can’t be a few months late scheduling an appointment. Neither her nor there, I will still stand strong in my opinion, at no point should a service be cut off for any reason other than non-payment or an emergency while they work on main lines. Just because they send notices does not give them the right to suspend services for something “they” want to do in your home. They should also give a more accurate account of what was said  or at least state what was told to me. I was not told that the field supervisor said “no” to turning my water back on after scheduling the appointment which would still be 2 days out. I was told there was no longer a field supervisor on duty (at 4 pm). 
  If all of this was because I hadn’t made an appointment yet, then they should’ve turned on my water after I scheduled the appointment for the meter exchange. Instead, they told me they will not turn on the water until they come out 2 days later to exchange the meter. They should not be able to do this to a customer in good standing, and I will continue this firm belief and fight to keep them from doing this to anyone else

  Regards,

  ***************************

  Customer Answer

  Date: 10/16/2023

  Also, as you can see by my phone call log, I missed two calls from the technician on Friday. I purposely left my phone on (against my work rules) in case he called and I wasn’t going to be home in time to meet him, I’d be able to let him know when he called. I called him back. So, I indeed did talk the gentleman for 4 minutes. If it wasn’t for his kindness and willingness to work with me and come back the next day (Sat 10/14) after I finished work, I probably would be without water for another couple of days

  Business Response

  Date: 10/17/2023

  As stated in the previous response, there was no $50 fee charged for reconnection. Based on the service order notes, a 3-day notice was posted on 10/3/23 at 12:04pm. The customer was not home for the appointment on 10/13/23. Service was restored on 10/14/23 at 2:15pm. 
  Aqua provided proper notification to the customer regarding the request for a meter exchange appointment. 
  
  ******** did not call to set up an appointment as requested on multiple notices. The customer did not respond to the shut-off notices, causing water to be turned off. If the customer was advised meters must be exchanged every 10 years, this is not correct. Meters must be exchanged every 20 years. Regardless, the customer was notified multiple times since 9/29/22 that the meter needed to be exchanged, and she did not respond to the notices.
  
  As stated on the meter exchange request letters, the meter exchange was necessary to comply with Public Utility Commission regulations. The service termination was valid per the PUC-approved tariff. As stated on page 71/90 of the attached PDF, service may be terminated “for refusal of reasonable access to Property for purposes of inspecting or for reading, caring for, removing, or installing Meters.”

• Initial Complaint

  Date:10/10/2023

  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.

  On 10/08/23 we received an alert from Aqua regarding an alarm at our community well. We were initially told to boil our water for 24 hours due to potential bacteria that built up and that we would be notified when it was safe to drink the water. Since then, we have received conflicting information, including being told that the water quality was not compromised, that it was an issue at the lift station. We contacted the only phone number listed on Aqua's website, customer service, who told us there was no supervisor we could speak to and that we had to continue boiling our. water until mid October. All attempts to speak to anyone else at Aqua to get concrete answers has been fruitless. I am requesting to speak to someone in charge at Aqua who has some authority because this is ridiculous. We do not live in a third world country!

  Business Response

  Date: 10/12/2023

  Aqua spoke with *************************** on October 10, 2023. In discussing **. *********** concerns with the information, they received, ************************ advised that he has spoken to Aqua Field supervisor and was satisfied and that no other information was required.
  As a result of ************************ BBB complaint, we have reached back out to the customers.
  Customers in *** ****** were notified that a System Pressure Advisory was issued on October 8, 2023. The System Pressure Advisory was issued due to low pressure. At 3:26 PM a call was sent to ************ and was reported as delivered. An email was also sent but was returned.
  A System Pressure Advisory is a precautionary measure, this advisory does not mean the water is contaminated, but to err on the side of caution.
    Aqua issued a System Advisory Lift in *** ****** October 10, 2023 at 1 PM at which time customers were notified that the water results are absent of bacteria and customers no longer need to boil water for consumptive purposes.
  To address the customers comments:
  Customer said they were told to boil due to potential bacteria buildup, and then told that the water quality was not compromised. The message is that the System Pressure Advisory is precautionary and that once system is fully pressurized, water samples are taken and tested, and a System Pressure Lift is issued; notifying customers that it is no longer are recommended to boil water for consumption.  
  We did apologize to the customer that when contacting the company, the customer was unable to speak to a call center supervisor. This is being addressed with our call center.
  The customer said that they were told that the System Pressure Advisory is in effect until October 15, 2023, which is an extraordinarily long-time frame. It should have been explained to the customer that October 15th is the estimated end date.
  We contacted the customer October 11, 2023 at approximately 4:15 PM and had to leave a voice mail.
  Called the customer October 12, 2023, but customer could not hear me and disconnected the call. Immediately called back and went to voice mail. Left voice mail asking customer to return call.
  Customer returned the call and we discussed her concerns regarding receiving incorrect information as well as not being able to reach someone locally. As mentioned our field supervisor had spoken to the *********** and explained everything to them. ************************* is satisfied with the steps we are taking on our side to improve the customer experience.