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

  8644 Station St Mentor, OH 44060-4316

• 

  Aqua America, Incorporated

  9450 Silver Creek Rd Fort Worth, TX 76108-9744

• 

  Aqua Texas

  PO Box 1229 Newark, NJ 07101-1229

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:12/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 23,2022 around 2pm our neighborhood started losing water pressure. Several residents called to report the issue as the temperature was below freezing but all of our pipes were still working. We were able to get through on their 800 number and press 9 for emergency, speak to someone and were told no updates but a tech was on the way. After the tech arrived on location, all water was lost and there has been no further communication from Aqua. Residents have been calling the 800 number we previously used but are hung up on/disconnected as soon as we press 9. A whole neighborhood has been left without water, without any communication regarding an issue or ETA, and now we cannot contact this company. Not to mention its now Christmas Eve, which adds frustration as we are attempting to prepare for family coming over without water or an estimate. The website is only reporting an outage in Conroe, TX, and updates for that location. This is completely absurd and this company has failed to properly notify or provide services to this neighborhood.

  Business Response

  Date: 01/12/2023

  The customer did not contact Aqua prior to filing with the PUC The last date of contact was 07/6/22.

  
  

  The low pressure was caused due to the well fill line freezing which caused it to crack. When the well would come on only about 50% of the water was going into the tank which caused low PSI as this caused the booster pumps to go in and out of low level lock out. A boil advisory was not issued.

  
  

  Because of the weather, there was an increase in the number of calls coming into Aqua. This made it difficult for all calls to go through. As this was a concern a form was added to our website at aquaamerica.com for customer to use to report outages and pressure loss.

  
  

  If the customer has any additional questions, they can contact Aquas customer service department can be reached at ************** between hours of 8:00 AM 5:00 PM ET, Monday through Friday.

• Initial Complaint

  Date:12/23/2022

  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 bought the condo at this address on August 30; I received the keys on September 5th, and I moved in on September 9th. The bill I have just received for the water consumption shows that they charge me for all of the gallons starting August 18, when the meter reading was 170,000. On my bill, they claim that the reading on September 5th was 170,000. However, the former owner lived here until September the 5th. Her bill shows that the reading on September 16 was 172,200. They claim that the 2200 gallons was consumed by me between September 5 and September 16. This makes no sense because - (1) I actually moved in on 9/9/22, and I could not have consumed 2200 gallons of water in one week; (2) the former owner occupied the condo until 9/5/22, and it is impossible for her not to have consumed any water at all. I called the 877 number and spoke with Kelly, who was disrespectful and rude; she even hang up on me. I know it was difficult to be confronted with facts that clearly show they cheat customers. I bet they did not expect me to have copies of the former owner's bills and prior meter readings.

  Business Response

  Date: 01/04/2023

  10/7/22 Aqua received a request to move the customer into the property effective 9/5/22.  Due to an internal system issue the move in was not completed until 12/16/22. The actual read for the property on 9/5/22 was 1700. The actual read for the property on 12/16/22 was 1867. The reads illustrate consumption in the amount of 16,700 gallons. 
  
  The complaint is inaccurate. Per the bill summary and December bill (attached) the customer was correctly billed from 9/5/22 to 12/16/22. Aqua did not begin charging the customer on 8/18/22

  Customer Answer

  Date: 01/06/2023

  [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: They claim that the reading on 9/5/2022 was 170,000 which was exactly the same reading that they claimed for 8/18/2022 on the bill sent to the former owner.
  I provided copies of the bill sent to the former owner on 9/16/2022 and the bill sent to me months later. They are charging me for the water consumptions starting on 8/16/2022, when the 170,000 was taken. I got the keys on 9/5/2022 and moved in on 9/9/2022. 
  
  The bill sent to the former owner showed that on August 18, 2022 the reading was 170,000, and then on September 16, 2022 the reading was 172,200
  The bill sent to me claims that the reading on September 5, 2022 was identical to the reading on August 18, 2022, which is 170,000.
  It is ridiculous to claim that the former owner lived there between August 18 and September the 5th and consumed no water at all.
  
  The reading on September 16, 2022 was 172,200. The 2200 gallons should be fairly split between the former owner and myself based on the number of days of occupancy.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/11/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I formerly lived at *** ******* *****, Kennett Square, PA *****. I sold my home on April 7, 2022. I moved to Texas and am still receiving bills with current charges from Aqua Pennsylvania Wastewater from that location. I have sold a few homes and never received bills after closing. I've called Aqua Penn Wastewater and they told me the new owner never called to get service in her name. I called the current homeowner and she told me she does receive bills in her name. I called Aqua about an bill I recently received with current charges and they informed me that they received a payment for me on April 1, 2022 for 288.30 and the did an adjustment with the bill so they are sending me a current bill of $449.16. I can't understand why I'm getting a bill after closing. Furthermore, why are the bills still adding current charges and if why is there no breakdown of what period this bill covers. They were sent money at closing from the company that did my closing. Please check your records and stop sending me bills.

  Business Response

  Date: 01/04/2023

  The customer is billed quarterly for sewer services only. 10/3/22 **** called to move out of the property effective 4/7/22. Aqua, was not previously notified of the move out request. Aqua cancelled the customer's June and September bills and issued a final bill on 10/11/22 with an end date of 4/7/22. 

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 16, 2022, I noticed a water leak in my driveway coming from the main line by the road, I called the Aqua customer service and reported the leak. I was told they would send someone out. I made several calls and was put off several times, promised that someone be out on a Friday, finally a crew came out on October 17, 2022 to repair the leak. The crew had to cut out a section of the driveway and dig down to find the leak, which was repaired. They put gravel on my driveway to cover the hole. the supervisor of the crew told me they would be back within the next 2 weeks to pave the section of the driveway and remove the dirt that they had dug up and left in my yard. I have sent them messages several times, the last message received from Aqua on November 16, 2022 that a rush would be put on my issue. I have not heard back from them since, I have left messages but no response.

  Business Response

  Date: 01/09/2023

  In response to *** ******’s customer complaint regarding the service line water leak and yard repairs at his residence. 

  On behalf of the company, Aqua extends an apology to *** ****** for the delay in repairing the service line leak in a timely manner. Staffing concerns were an issue along with system emergencies that required immediate assistance to provide safe and reliable water service to our customers in Aqua’s service territory.

   

  In reviewing *** ******’s correspondence, the area supervisor was contacted to review the contractor’s report on repairs that were completed at *** ******’s residence.  It was identified that the contractor’s report was not forwarded to the area supervisor advising follow-up repairs were required to the driveway and yard.

   

  To expedite and move forward on completing repairs the contractor was at *** ******’s residence on Friday, January 6, 2023, to complete the yard repairs.

   

  An Aqua representative spoke with *** ****** on January 6, 2023, to confirm the yard repairs were completed.  *** ****** confirmed that the yard repairs were completed.  *** ****** was advised that the driveway repairs would be completed the week of January 9, 2023.  *** ****** was provided a name and telephone number for follow-up if he had any questions or concerns once the driveway repairs are completed. 

   

  The Aqua representative again, extended an apology to *** ****** for the delay and has committed to have all repairs completed the week of January 9 through 13, 2023.

   

  Please advise if you require additional information regarding *** *******s customer complaint. 

   

  If you have any follow-up questions my contact information is listed below.

   

  Thank you

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After various obstacles with this utility company to gain a "medical hold" as they call it, the situation is still not resolved. I spoke to a rep in October that stated I could apply for a medical hold if I contacted my doctor and had her to fax a medical certification stating I am elderly with severe health issues and that water, a basic necessity is vital to my health. After doing so, I specifically requested a payment plan of at least 24 months due to the issues with myself defaulting on the 12 month payment plans due to the high/costly water bills each month. At one point I were paying $300 a month for water, more than any other utility. I am elderly with severe health problems and currently unable to work. I am on a fixed income and requested assistance several times. After explaining all of the above I was told, since I qualified for the medical hold that I would be granted the 24 month payment plan for $64 month in addition to the regular monthly bill. I was told to call back on November 28th to set this plan up. Now upon calling yesterday, I spoke to a rep that stated the 24 month payment plan is available and that she would set it up. She stated I would pay $64 a month on the back balance. I agreed to this plan, then I was placed on hold. When she returned she stated that due to the medical hold, I could not obtain the agreed upon plan. I explained it makes no sense to set me up on a 12 month plan at $108 per month, which is much higher than the previous plan, if I cannot keep up with that payment plan. I will end up defaulting again. I do not understand why I was told to go through so many obstacles to gain the assistance needed for a 24 month payment plan, just to be set up on an even higher plan that I cannot manage. I would appreciate the terms I agreed to, which was the 24 month payment plan, $64 a month in addition to the regular monthly bill. That would be over $200 monthly in payment which is extremely high, and difficult for me.

  Business Response

  Date: 01/06/2023

  January 6, 2023

  Dear Customer:
  

  Please accept our apologies for not resolving your medical
  certificate issues quickly. We truly understand when customers are going
  through medical issues and how difficult it is to make payments on time or even
  make payments. However, our records show that we received your medical
  certificate, that it was approved, and that you were set up on a 12-month
  payment agreement, which is the maximum number of months we can set up for the
  customer in these types of cases. We cannot change the terms of medical arrangements
  due to inability to pay or lack of income or simply because the customer does
  not agree. A 24-month payment agreement was previously offered under COVID
  terms in April 2021, and we are no longer under those terms. However, we made
  an exception and canceled the medical arrangement and set up a 24-month payment
  arrangement which is currently not allowed for any customer, regardless of
  their issue. Our senior customer care team lead contacted you to explain the
  terms and informed you that this is a one-time exception that you have
  accepted. Our records also show that a ****** grant was applied to your account
  on January 3, 2023, for $1,293.13 and your current balance is $155.80 due
  January 6, 2023. There are no late payments currently. To avoid future collection
  calls, make your current payments on time. If you need assistance, please
  contact our call center Monday through Friday from 8 a.m. to 5 p.m. m. to 5
  p.m. m. Eastern time at 1-************.
  
  Thank You
  Senior Customer Care Specialist

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started the application process on October 12 so our builder can have water access on a lot of land in unincorporated Fort Worth. This "easy tap" has not been easy. I have called the customer service line and keep getting "disconnected" when I am asking for someone higher than Glenda M**** or Mike H********. I delivered a $1,200 check on November 10. Our build is going to come to a screeching halt and no one seems to care about the negative impact that is going on with even future customers. I have expressed frustration that we are being kept in the dark. Lack or zero communication even prior to Thanksgiving is unacceptable. I would like help to get this process finished cause the 1-2 weeks is not even close to the amount of time this is taking. Are we being ignored for calling out the flaws? Or is this the "norm"? Either way. Help is desperately needed in the Fort Worth area.

  Business Response

  Date: 11/30/2022

  Prior to receiving this complaint, Aqua had been in communication with the customer. An investigation as to the disconnection at the customer service level and at the new business level is on going. However, the field supervisor did speak with the customer on 11/29/22 and apologized to the customer for the delay and advised that currently Aqua is waiting on an approval/permit from the city level and for the other utilities in the area to mark their lines. The customer was satisfied with this information and we will continue to work with the customer to resolve getting the water tap installed.

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the 2nd time I am having billing issues with Aqua. If I don't keep eye on my bill, my payments may be pocketed by aqua. In October I made two payments for September and October. 10/17.$50.93 and 10/31 $50.28. Now in November they have sent a bill with the same $50.28 as a past due and the current due by Dec.Please see the bill and my bank statement of paid amounts in question. I want my bill corrected and the amount paid reflected correctly and not as past due.

  Business Response

  Date: 11/22/2022

  Reviewed account before contacting customer and was only able to locate 1 payment that was made posted to the account so far, the second payment made by the customer is still in transit to us.  Contacted customer to advise and also to confirm how payments are made and due to payments to Aqua being made through the customers bank, there's a **** business day window in which we actually receive the payment from the bank made by the customer on a certain date.  Advised customer to check out Aqua's website for various ways that she can pay her bill without the delay in time it's processed/posted to the account.  Customer understood, placed courtesy hold on account to give payments made time to post.

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in an apartment complex that has some of its tenants paying a water bill. We had a lead problem with our water and I believe it is still an ongoing situation. The owners of this complex,********** Apts., installed water meters in some of the apartments. Now we get water bills from Aqua Illinois over $100.00. We are being charged for all the taxes and sewer charges a homeowner would pay. How can this be fair?

  Business Response

  Date: 11/11/2022

  Dear Customer:

  The apartments are individually metered and per the lease the tenant is responsible for water and sewer so therefore the customer is billed correctly. If the customer have any additional questions or concerns, they should contact their landlord. 

  Thank You
  Customer Care Team Lead

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our subdivision has reported and requested repairs at least 3x a week, with no resolution, for at least 3 months. The common answer is we are busy. The leak is at a state road crossroad, not on personal property, and is causing erosion and damage to homeowner properties. We have not been able to

  Business Response

  Date: 11/04/2022

  We apologize for the inconvenience this my have caused. Do to staffing Aqua NC staffing, we apologize for the delay in the repair. After speaking with the area manager for the subdivision, we are able to confirm the leak will be repaired next week.

  Customer Answer

  Date: 11/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  In the company response to you, they asked for a time period to fix. That time period hasn't completed so my response could not be completed. As of this day, no response from company. 

  This case is not closed. 

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

  Business Response

  Date: 11/18/2022

  The minor leak has been reported to the area manager. . If there is any damages caused by the leak and restoration of property is needed, it will be completed at that time. Aqua apologizes for the length of time that has lapsed in waiting for the repair but being short staff and making sure to continue to problem safe drinking water is a top priority.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/31/22 my water was shut off. I called the emergency, and my water was restored that night around 8:30pm. On 11/1/22 my water was shut off again. There was a shut off notice that was left at my property after 5pm . When I called the emergency water department to come and put my water back on, I was told that they could not and that I have to call back on 11/2/22 after 8am. Called right at 8am, spoke to customer service, and was advised that my water was shut off due to a faulty meter, and that it will not be put back on until they come and inspect the meter. I told the customer service that my husband is off today, and they can come in and inspect whatever is necessary. I was told that they do not have any appointment available until tomorrow. I told them that I work and cannot be there tomorrow, and the customer service rep told me she cannot turn the water back on. I asked to speak to a supervisor, or a manager and she told me there were none available and that they would contact me in 24-48hr. I told her that was unacceptable, and I needed my water turned back on. She told me that was noting that could be done. I called back, this time emergency customer service and I received the same answer I got from the customer service. I told the rep that my meter being faulty for few months is not my fault and they can turn my water on, and then come and inspect my meter on Saturday since I am free than. She refused to connect me to a manager or a supervisor and now I will be without running water until Saturday, with no drinking water, no toilet water, no water to take a shower or do dishes with and nobody has called me from the Aqua America to rectify the situation. I cannot believe in 21 century that something like this exists. I cannot be without water for 4 days, with something that I have no control over, and it is a broken meter that nobody can come and look at today. I will be seeking an attorney and pressing charges against the Aqua America.

  Business Response

  Date: 11/04/2022

  The customer has had zero reads since July. Aqua needs to inspect the meter to determine the cause of the zero reads. The customer could be tampering with the wires and reading device, or the meter may be faulty. The customer will not provide access to the meter. Aqua turned the service off due to the failure to grant access and the customer restored their service illegally. Service was then shut off the next day and the curb stop was blocked.  The customer must provide access to the meter.
  This is per the company tariff (pg 60/72 paragraph E). Service may be terminated for any of the following reasons which shall constitute a violation of the Rules and Regulations of the Company: For refusal of reasonable access to Property for purposes of inspecting or for reading, caring for, removing, or installing Meters, including remote and automatic Meters and the associated wiring and connections to the Customer’s telephone line.