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 America, Incorporated

  2246 Dabney Rd Richmond, VA 23230-3320

• 

  Aqua Virginia

  420 Garden Ln Palmyra, VA 22963-4284

• 

  Aqua Illinois

  1000 S Schuyler Ave Kankakee, IL 60901-5026

• 

  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:05/02/2023

  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.

  Aqua shut off our water without providing any notice whatsoever. We missed a payment last month we now realize. But there was no communication about it. No letter, no phone call, no notice on the premises nothing, just a sudden shut off of our water when our FIVE KIDS UNDER FIVE YEARS OLD arrived home from daycare today. The water was shut off around 3pm. We made payment immediately but then customer service told ** that payments made after 2pm Eastern are not processed until the following day. There is nothing we can do. Were assuming this is an administrative error since we only missed one payment and we were not given any chance to rectify the error. No communication from them AT ALL to warn us of a potential s*** off. We discovered a water shut off notice on the ground at the end of our driveway, basically on the street off our property. Not taped to the door. And this was provided (left on the ground at the end of our driveway) on the same day as the shut off. No letter in the mail. No phone call. The only prior communication was a standard bill the previous month that we accidentally missed. Aqua completely broke PA standards for utility companies to provide proper notice.

  Business Response

  Date: 05/03/2023

  Aqua has mailed multiple 10day notice to the property (attached). The most recent was on 4/13/23 for 4/27/23. Aqua made delinquency phone calls on 4/24/23(6pm) and 4/25/23 (11:01am). Service was disconnected on 5/2/23 at 3:23pm. Aqua provided proper notification to the customer regarding the status of the account. Aqua provided dollar amounts due as well as due dates. The customer did not respond to the shut off notice or phone message causing the water to be turned off.  Aqua has not made any changes to the address or received any returned mail. The customer should inquire with the post office as to why the mail was not delivered. The customer made a payment on 5/3/23 and service is scheduled to be reconnected on 5/4/23. 

• Initial Complaint

  Date:04/19/2023

  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.

  It has been more then 1 year because I am a n 88 year old female and unable to get down into the craw space and had no reason to suspect anything was wrong. Last week my son-in-law went into the craw space for another reason and found a leak at the intake valve of the water meter. Aqua abut a a year ago put in a new water meter. There was no leak prior to this. The leak has been there for awhile as evidenced by the build of mineral deposits.. The repair guy wouldn't fix it saying it was my responsibility. I called Aqua and they refused to fix their damage to the valve. Pleas help me to get them to fix their damage to the valve.

  Business Response

  Date: 05/08/2023

  Tell us whyBBB ********
  May 8, 2023
  The customer had a meter exchange completed October 21,2021. Customer entered crawl space and found meter leaking at the valve. The customer believes the meter exchange caused the valve to leak. The technician did not report a leak at the time of meter exchange. It is not possible to determine when leak began, we only know that it was not leaking at the time of meter exchange.

  Attached is a diagram showing responsibility for various parts of residential service line.

  The customer contacted the call center, and a technician was sent to inspect the leaking meter. The technician informed the customer that the valve is customers responsibility to repair.
  
  I called the customer and had to leave a message. I left my direct number asking for customer to return my call. Update to follow when customer returns call.

  here...

• Initial Complaint

  Date:04/15/2023

  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 scheduled a close of my account with Aqua before selling close date on my previous home. I spoke with them several times to make sure it was set up. My home was sold July 2020. My account bill was current and paid up, then in August 2020, they charged my bank account and continued to up until present. Which is almost two years. I have contacted the realtor, aqua, and owner several times over this period and she has communicated with the new owners to make sure the utilities are in their name, which she confirmed they were. Even so, I canceled my account, even if I tried to pull up my account online the account number no longer exist, so there is no possible way to view whatever bill they are sending or make any modifications to the account. They have been charging me for almost two years for someone else's bill, and continue to be unreachable when I need to solve this ongoing problem. I had to place a stop payment on future payments on my account which costed another 20$. Are they double dipping and having myself and the buyers pay them? I don't know but I expect a full refund as this is NOT my bill. I originally made my payment through automatic payments which were set up to be cancelled when the account was closed in my name, so they continued to take from my bank account even after closing and new owners switching over. This has been a process and even when they reassure me it's taken care of over this time, it has not been.

  Business Response

  Date: 04/25/2023

  In response to ****************** customer compliant, an Aqua representative spoke with ****************** on April 17,2023, regarding her billing dispute.  ***************** provided Aqua with a copy of the settlement papers that confirms that the property at ********************************, Newport, NC *********** was sold on July 22, 2021.
  After a thorough review of the account, it was confirmed that the account was billed monthly through March 2023.  All billing was cancelled back to the billing statement dated February 10, 2021. ****************** was not billed for the months March 2021 through July 2021. All billing was cancelled, and payments received nets a credit refund in the amount of $1,642.07.
  An email with revised billing documentation was forwarded to ****************** along with a follow-up telephone call on April 25, 2023.  The revised billing information was reviewed with ******************.  ****************** agreed with the credit refund in the amount of $1,642.07.  The representative advised that the process for the refund check to be mailed takes an estimated four weeks. 
  ****************** expressed her appreciation on resolution to her billing concerns.
  Please advise if you required additional information.

  Customer Answer

  Date: 06/12/2023

  [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 was working with customer service to get this issue resolved with aquaamerica. I was told I would receive a refund, I receive the check, deposit it, then it’s reversed. I see now, although I was out of service bc I was camping, that the case was closed. Given that, I am not sure what I’m going to do now but I’m tired of being ripped off by the majority of companies in the states. Suing will be my next option. 
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 06/14/2023

  6/14/2023 on June 13, 2023 we contacted the customer who confirmed she is in receipt of the refund. *** ******* is satisfied with the response of the company in re-issuing the refund check. 

• Initial Complaint

  Date:04/12/2023

  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.

  Aqua America has been overcharging me for water utility for several years (Account ****************). There is a septic tank at the property (******************, Wyncote, PA  *****) and we were being charged for sewer fees each month since we lived there (over 6 years). We were made aware of this overcharge when we moved from our house in June 2022. The new owners of the house informed us when they set up their water services that we should not have been charged a "sewer charge." My husband and I have called customer service several times at this point. They acknowledged the error and informed us that money is owed back to us. This was back in June/July 2022. There have been several different credits on the account for different amounts since then - they highest being $13,120.37. They have yet to issue payment. Every time we call in, they say it is a complicated situation and a supervisor will need to handle it. A supervisor has only returned our call one time, just to say that he needed to discuss with billing and a check would be issued soon. It has been about 10 months. We are paying our utility bill on time each month at our new address (**************************Gladwyne, PA *****) while this company owes us thousands of dollars from years of overcharging us. We just want the money that is owed to us. Can you help us get answers and our funds back from Aqua America?

  Business Response

  Date: 04/13/2023

  Aqua records show on 8/23/2022 ************ contacted Aqua to say he does not have public sewer service due to having a septic system. Our administrative assistant confirmed **. ***** inquiry. Due to human error the refund was delayed in being processed correctly. Currently Aqua is in the process of completing ******************** request for a refund in the amount of $1,047.47.The refund will be mailed to their current address:
  

  **** ********
  Gladwyne, PA *****
  

  Aqua apologizes for any inconvenience this may have caused.

  Business Response

  Date: 04/14/2023

  Aqua records show on 8/23/2022 ************ contacted Aqua to say he does not have public sewer service due to having a septic system. Our administrative assistant confirmed **. ***** inquiry. Due to human error the refund was delayed in being processed correctly. Currently Aqua is in the process of completing ******************** request for a refund in the amount of $1,876.99. The refund will be mailed to their current address:

  Customer Answer

  Date: 04/18/2023

  [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 as long as the business follows through on sending payment within the next 30 days. This business has been saying that payment has been processing for months. Please ensure payment is made within 30 days. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/05/2023

  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.

  March 22nd 2023 Aqua water, operating in Treasure Lake Pennsylvania placed a hose from the hydrant at the top of our property onto our lawn and proceeded to flush 1000s of gallons of water onto our grass damaging the lawn and water logging the soil. I have multiple videos, photos, time stamped phone calls. I contacted Aqua to file a complaint and was told I would be contacted in 24-48 hours. It has been 2 weeks with no response. I have had to pay landscapers to repair the damage. My next step will have to be legal action as Aqua do not seem willing to respond.

  Business Response

  Date: 04/12/2023

  Aqua records show on 1/5/2023 ****************** called Aqua in reference to a high bill he received dated 12/12/2022 for 40,500 gallons for 30 days of service. During that call ****************** spoke with an Aqua representative who reviewed his account and confirmed the reading were actual. Per ****************** request the representative schedule an appointment for 1/6/2023 to have the meter check for accuracy and informed our claims department of his inquiry. On 1/6/2023 ****************** called to cancel the appointment as he could not be at the property. The field representative called and spoke with ****************** to reschedule the appointment. ****************** said he would schedule another appointment at a later date. On 3/22/2023 ****************** called to inquire about Aqua flushing the hydrant. The representative schedule an appointment for the same day. A field representative arrived at the property and confirmed not flooding was visible at the property due to flushing. The field representative tried to explain method of flushing to ******************. At that time ****************** said flushing was illegal. The field representative documented no flooding occurred on his property. On 4/7/2023 Aqua received a BBB complaint from *****************. At that time Aqua began a review of ******************** account and contact with Aqua. On 4/10/2023 the claims representative spoke with ******************,during the conversation ****************** stated a landscaper has started to repair his lawn. When asked to provide Aqua with invoices or estimate of repairs ****************** declined. On 4/11/2023 as a courtesy Aqua schedule to have a field representative check ****************** service line for leaks. The field representative documented there was no sound or sign of erosion on the service line. At this time there is no proof Aqua caused damage to ******************** lawn. Aquas final decision is ***************** must provide proof of lawn repair to our claims department, so the claim can be processed.

• Initial Complaint

  Date:03/31/2023

  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’ve sent multiple emails and faxes and called multiple times a day. I’ve been without water for over a week with three little kids and there doing nothing to help me get my account started

  Business Response

  Date: 04/07/2023

  An Aqua representative spoke with ************** on April 3, 2023, in response to the complaint forwarded to the Better Business Bureau regarding establishing service in Aqua service territory at **********************, Lot ***, Mount Airy, NC.
  An Aqua representative spoke with ************** on April 3, 2023, after reviewing the documentation that was forwarded to established service.  ************** was advised that the settlement paperwork provided showed inconsistency in the settlement dates therefore, additional documentation was required. 
  ************** provided the necessary documentation on April 3, 3023, that confirmed that the settlement date was January 4, 2023.  ************** was advised that the account would be established and the water service at the residence would be turned on April 3, 2023, before the end of business.  ************** was provided a direct contact name and telephone number if she needed further assistance.
  ************** was also, advised that she would receive a billing statement monthly however, the first billing statement would be back billed with the established date of January 4, 2023.  ************** stated she was satisfied and thanked the representative for addressing her concerns.
  Please advised if additional information is required to close out **************** complaint.

• Initial Complaint

  Date:03/29/2023

  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.

  In Dec of 2022 Aqua estimated my bill . The estimate was similar the Dec of the previous year, which was High due to a leak at that time. (This leak was fixed at that time a payment plan was established due to the large amount due). In Jan they again estimated at a large amount (5,500 gal) per month. Numerous calls to the so called customer service brought out techs to fix the meter. The meter was replaced at the end of December of 2022.. Now in March they are still estimating the bill at a large amount. The tech was here again today explaining that my acutal reading today was that usage since Dec of 2022 was a total of 5,500. Still being charged with usage at 5,500 per month!!!! Aqua is basically over charging me monthly due to their error within their computer system. The tech explained that even though he submitted the new info for the meter in Dec of 2022, the system does not acknowledge this info..... Aqua has been overcharging me for four months Will I get a refund for the overcharge plus interest????? How many others are they doing this to???

  Business Response

  Date: 03/29/2023

  Due to an internal error the work order to fix the account and bill the customer on actual reads was delayed substantially. 3/28/23 Aqua correct the account and billed the customer 5,900 gallons for 89 days of service. The customer will receive a make-up bill with a credit. The customer should contact Aqua at ###-###-#### to initiate the refund process. The customer may also leave the credit on the account and Aqua will use the credit to offset future bills.

  Customer Answer

  Date: 03/31/2023

  [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 number stated in the response is a call center that can NOT assist with the refund of the overpayment. They claim a supervisor will call in 48 hrs.  This is not acceptable.  Also requested a refund of the $400 overpayment on March 21,2023 and now this overpayment that was caused by the internal error of the company has been put on hold?? And I requested a complete breakdown of the amount taken from the 327.63  (this is the second refund amount)  Still no refund for 6-8 weeks on either.  This is not acceptable   

  call center does state that any bills generated will be taken out of the refund amount.  Yet the company will not refund immediately plus interest.

  Regards,
  
  *****************************

  Business Response

  Date: 04/17/2023

  Here an update on **. ******* complaint:

   

  Aqua records show on 12/29/2022 a meter done. After which additional research showed due to human error the meter exchange was not completed in our billing system. This caused the account to bill on estimate read. On 4/10/2023 the account is correct and billed on actual reads. All payments have been applied to the account, leaving a refund balance of $102.05. The refund of $102.05 was mailed on 4/13/2023. Aqua apologizes for any inconvenience this may have caused.

• Initial Complaint

  Date:03/22/2023

  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.

  Complaint ********  Per previous complaint aqua claims acct fixed new owners updated. As you see in the bill I just received that has not happened and I am still being harassed. I did not accept their resolution cause I wanted a letter showing zero balance and case got closed. Please help with this issue

  Business Response

  Date: 03/27/2023

  The account was corrected as the customer owned the property from 9/4/14-9/14/21. The customer has never made any payments on the account. The current account balance and bills are correct as rendered.

  Customer Answer

  Date: 03/27/2023

  [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: ********

  as
  
  
  
  I am rejecting this response because:

  as you see in the attached bill of sale full payment was received of balance due.  In state of virginia you can not sell a property when there is a lien on it. So one patment was made on Sept 14, 2021 in full for 1058.42 settling this debt. 
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:03/16/2023

  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.

  On January 23rd 2023 there was a water main break/leak at my water source supplied at the street level by Aqua, NC. I reported this to them promptly when I first woke up at 8:05 a.m. No one arrived to turn it off and I called twice at 9:14 a.m. and again, no one arrived and I called again at 10:38 a.m. and again at 11:11 a.m Since no one arrived to turn the water off I contacted my neighbors and asked them to call. Another neighbor called and a tech arrived at 12pm to turn it off. He told me it was the call by my neighbor that sent him out and not my previous 5 calls. During this time I was very frustrated with the waste of water and potential cost due to this leak over 4hrs. I sent Aqua an email through customer service online and was told " Thank you for contacting Aqua. You will not be charged for the water due to the leak. As soon as we know more, our customers will be advised but it has been reported. We apologize for the frustration and appreciate your patience." Since that time I received a bill for $171.72 and was told to send in an adjustment form. I had a plumber repair this and sent the adjustment form and bill from the plumber. They only adjusted $60 and I was sent a threatening letter that my water would be turned off in 10 days. I paid the remainder of the bill so this would not happen. It has been infuriating to deal with this company. I feel their practices are misleading. Due to their failure to turn the water off right away when they were notified, they are responsible for this cost -- as they indicated in writing to me on that same day.

  Business Response

  Date: 03/22/2023

  In response to ************** customer complaint regarding the billing statement dated February 3, 2023, in the amount of $171.17.

  Aqua customer service center received a call from ************** on January 23, 2023, at 8:20 AM to investigate a leak at the meter. The field representative arrived at ************** residence at 12:46 PM and determined that the meter was not leaking. The leak was due to a broken service line on the customers side.

  On January 30, 2023, ************* spoke with a customer service representative regarding an adjustment.  ************** was advised to forward Aquas leak adjustment form and receipt that outlines description of leak repairs.

  Aqua is not mandated by tariff to grant a customer a leak adjustment however, the company recognize that repairing a leak can cause a financial burden; therefore, the company offers a onetime courtesy leak adjustment if the customer provides documentation and meet procedure guidelines. Based on the guidelines ************** was eligible for a onetime leak adjustment credit of $64.91. ************** contacted Aqua customer service expressing her disappointment in the amount of the leak adjustment due to the volume of water that registered on the meter.  ************** shared her concern that she contacted Aquas customer service center several times but learned that the visit to her property several hours later was as result of her neighbor contacting Aquas customer service center that initiated the visit to her residence. 
  On March 16, 2023, an Aqua representative contacted ************** after receiving comments via social media platform regarding the complaint of the high bill and leak adjustment. Further review of the account of the timeline of when ************** first contacted Aquas customer service center reporting the leak and when an Aqua representative arrived at the property, an additional adjustment of $65.00 was approved and applied to the account.  The representative also forwarded ************** an account history that shows the credit adjustment and account balance.

  An apology was extended to *************, for the inconvenience.  ************** thanked the representative for the telephone call to further address her concerns.
  Please advise if you require additional information regarding ************** customer complaint.

• Initial Complaint

  Date:03/08/2023

  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.

  On yesterday, Tuesday March 7th, 2023, I discovered after I called AQUA, ************, and spoke to, ******** to verify that my payment had been received, that a person by the name of, ******************************* had called and changed my, Account Information (********* *******) into his name. I WAS LIVID!!! I asked to have this issue looked into. I told, ******** that this was a, FEDERAL MATTER that, *****************************, ******************** LLC were being, INVESTIGATED, by THE VETERANS BENEFITS ADMINISTRATION, for OBTAINING PROPERTY BY FALSE PRETENSES. ******************************* is an associate of, *****************************. These individuals are SCAM ARTISTS, who are STEALING, from VETERANS, their FAMILY MEMBERS, and their SURVIVING SPOUSES, which I am a SURVIVING SPOUSE. ******** DID NOT FOLLOW THROUGH ON MY REQUEST, to have this matter looked into, in fact ******** put in the notes associated with my account, that they were waiting on me to send them something? I never received a call back. I called back and spoke to, ******* who informed me of that information. I asked, ******* to also VERIFY, who was supposed to be calling me back. I asked, ******* who was, the Supervisor(s) ***************************, ************************* **************. AQUA NORTH CAROLINA, INC and, AQUA AMERICA, INC are, LIABLE For many Violations of the Privacy Act of 1974”, changing my account information with someone who is NOT on my account, changing information on my account and NOT calling, emailing or contacting me in any way, about CLOSING my AQUA Account (********* *******) without my knowledge and consent and using my AQUA Account Number, my name and address to issue another bill, that I have received in the mail. These egregious CRIMES are PLAGUING, our, VETERANS, their FAMILY MEMBERS and their SURVIVING SPOUSES. All of this could NOT be possible if, AQUA NORTH CAROLINA, INC”, “AQUA AMERICA, INC”, we’re following the proper protocols for opening an account, and NOTIFYING Customers.

  Business Response

  Date: 03/17/2023

  In review of ******************** customer complaint regarding the property at ********************************, Fayetteville, NC ****************** 
  
  ****************** contacted Aqua customer service September 11, 2012, stating that her father was still alive but older and she wanted to establish service under her name. The account was established with an effective date September 12, 2012.
  
  It was confirmed with Cumberland County records, the owner of the property prior to December 15, 2022, was *********************, father of ************************************ 
  
  Cumberland County Tax administration office confirmed **** ****** ******, Fayetteville, NC *********** was sold to ********* Management LLC, effective December 15, 2022.
  
  Aqua North Carolina has been providing *** ******* water service at the property from September 12, 2012, through February 20, 2023.  Aqua customer service center received a call from a customer requesting to have water service established at the abovementioned property effective February 20, 2023.  Aqua has received a valid lease from ********* Management LLC that outlines a one-year lease agreement.
  
  Aqua has adhere to rules and regulations in accordance to providing water service to a tenant that has provided a valid lease occupying a residence in Aqua service territory. 
  
  Please advise if you require additional information regarding *** *******’s customer complaint.

  Customer Answer

  Date: 03/21/2023

  [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: Please provide a copy of the said, LEASE AGREEMENT that was provided to, AQUA from, ******************** LLC, whom at this very moment is being INVESTIGATED for Obtaining Property Through False Pretenses, by the FEDERAL GOVERNMENT. AQUA transferred services to, ************************* name whom is also being INVESTIGATED by the FEDERAL Government. AQUA WATER, IS IN VIOLATION OF THE PRIVACY ACT OF 1974”. AQUA WATER, “FAILED” TO NOTIFY, ********** ************** whose name has been on the bill and has been paying the bill for over 15 years, whom also owns the house at, **** ****** ******, Fayetteville, NC *****. Please have, *** ******* ******* provide, AQUA WATER provide you a copy of the said, “LEASE AGREEMENT”, or “FEDERAL AGENCIES” will be contacting “AQUA WATER” on my behalf. I hope I have made myself clear.. Thank You, ************************************************
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 04/05/2023

  In response to ******************** rejection and requested information, please reference Aquas response below.
  1). ****************** has requested Aqua Mail me and email me a copy of what, AQUA North Carolina, INC. received from, ******************************* that allowed him to gain control of my account.
  In accordance with the North Carolina Public Utilities Laws and Regulations, Aqua North Carolina tariff and company policy, Aqua cannot share any personal information regarding a customer and or forward any documentation related to a customers account. This would be a violation.
  Aqua thoroughly researched ******************** complaint. Attached is a picture from ****** that supports the property location at ************************ was sold on December 15, 2022. County tax records list ********* LLC as the property owners. The property was previously owned by ******************* until the sale on December 15, 2022.
  ******************** provided the necessary documentation to Aqua to establish an account in Aquas service territory.
  2). ****************** request Mail and email me a copy of ALL of the documents showing that my, AQUA North Carolina, Inc Account (********* ******* has been  “CLOSED”.
  An account history is attached that shows the billing statements and account balance including the final bill statement along with the final bill statement. Both documents were emailed to ****************** at **************************.
  Aqua has investigated ******************* concerns and provided the necessary documents upon request.  The concerns that ****************** has raised regarding the sale of the property is a legal matter that ****************** would need to pursue.

  Customer Answer

  Date: 04/06/2023

  [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: ******************************* LLC, ***************************** and her associates (*******************************) are being INVESTIGATED, by Federal Agencies for, Mortgage Fraud. AQUA VIOLATED their own, Policy & Procedures as well as VIOLATED, my CONSTITUTIONAL RIGHTS, SPECIFICALLY THE VIOLATION OF PRIVACY ACT OF 1974”. AQUA HAS COMMITTED UTILITY FRAUD. Please get ready to explain all of this. You will be notified shortly. Thank You. ************************************************, ********************************, Fayetteville, NC *************
  
  Regards,
  
  ***********************************