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 Virginia

  2414 Granite Ridge Rd Rockville, VA 23146-2232

• 

  Aqua America

  623 Sanderson Ave Campbell, OH 44405-1421

• 

  Aqua Texas

  PO Box 1229 Newark, NJ 07101-1229

• 

  Aqua Texas, Inc

  2211 Louetta Rd Spring, TX 77388-4706

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:10/22/2022

  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 purchased a property in March 2020 that had a renter on site who was paying utilities. She left in April 2021 and I did not transfer water/sewer service as I did not need it yet. A month later, I received an email from the previous owner stating that she had received a bill from Aqua for service. She had placed herself as the landlord/default in the event that the tenant had stopped paying and the billing would revert to her. I need to start service on the property at ***************************************** Vass NC but there is an outstanding bill from the previous owner still listed on the account/address. I am not responsible to pay this, as I never took control of the account. I linked the account to my main one because we own the property now but my name is not on the account. How can the bill be removed from the address/account so that I can turn on the water and begin paying under my name? The account number is ****************. Previous owner is *******************. She and I have both contacted Aqua multiple times in the last six months and have not received any resolution. Can I unenroll and have a new account number created for the property?

  Business Response

  Date: 10/31/2022

  Customer is already moved into the property and started service as of 10/25/22. The customers new account number is ****************.

• Initial Complaint

  Date:10/21/2022

  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.

  Aqua America water company is simply brutal towards its customers. It is the only utility service that severely overcharges for sub par basic water and threatens shutting of your water right away. My payment was due on Oct 7th, and by Oct 20th, they are calling me threatening water shut off if I cant pay $243.14 in full. I have explained that I am elderly with severe medical issues, congestive heart failure, kidney and liver failure, water retention, high blood pressure, eating disorders, etc.. and I need running water. I explained I am waiting for assistance from ******. But they would not even give me an extension or any help even under my severe circumstances. I am unfortunately behind on all of my bills including, electric, gas, water etc. and this company is the only one threatening disconnection in such a short time. And water is a vital necessity especially for someone in my condition. They stated they have "guidelines" and because I have a large back balance this is why they cannot grant me an extension or any assistance. But I have a large back balance with the other utility companies and all of them have been working with me and have given extensions that are desparately needed. Also I were on a 24 month payment arrangement for the back balance during the pandemic and then they took that away from me and placed me on a 9 month payment arrangement. So it has been extremely difficult to keep up with the payment plan and regular monthly payments as they have increased so much. And to shorten the length of time on the payment plan from 24 months to 9 months just really made it extremely difficult for me. All I was asking for was more time to get things caught up. When I lived a few miles away, same size residence, same amount of people, same amount of water usage... I was charged $55 a month by the village water service in Roscoe. Now I am being charged 4 times that amount for the same usage. This entire process has been a nightmare.

  Business Response

  Date: 10/25/2022

  We are sorry that the customer feels this way. Please note that the customer's bill covers two utilities...water and sewer. The monthly utility bills cover a base rate of $24.75 (which is for a 3/4" meter. Most of our customers have a 5/8" meter which includes a base rate of $16.50). The customer is also charged for consumption of $7.57 for every 1,000 gallons of water that passes through the meter. Based on the last billing cycle, water charges totaled $62.60 per 5,000 gallons of water, which represents an average of two people living on the property. The customer is also charged a fire protection fee of $9.80 applied by the fire marshal. The sewer charge includes a base of 40.02 which includes a 1,000-gallon allowance. In this cycle the customer was charged 4,000 gallons in the sewer. The customer is billed based on consumption-based history. This is the average consumption of water used during the winter months of December through March. Rates are revalued every May. Total sewer charges were $68.40.
  
  The amount of $243.14 was not just the bill, but the amount of the installment agreement that was added. We mail the payment agreement letter to the customer explaining the terms and we also explain it verbally. We inform the customer that when there is a payment agreement, it cannot be delayed, and the payment cannot be less than the amount showing on the bill. Otherwise, the customer could be in danger of losing service because the established payment agreement is an extension of the previous termination notice and all the back bills that have accumulated unpaid. Our records show that we have issued 34 payment arrangements since the account was established in 2016.
  The customer previously had a 24-month payment agreement during the covid season but failed to make payments and those guidelines are no longer in effect. We can place the customer in another payment arrangement for a maximum of 12 months. However, the customer must make the missed payment to reinstate the payment arrangement on the account. If the customer is unable to make the payment to reinstate the payment arrangement, then we recommend that she provide a medical certificate for a 30-day hold on the account. This form can be downloaded from our website, or the customer can contact our customer service and request that this form be sent to her. It must be filled out by her doctor.
  
  Our records show that we have provided 34 payment arrangements since the account was established in 2016 and the customer also received a $1,500 ****** grant in May which is offered once a year. The customer will qualify again for this grant in May 2023.
  We do not know what rates the customer used to have at the previous residence. However, as stated above, charges are based on meter size and services. If the customer decides to install their own septic tank, then sewer charges will not be billed as this property would not be connected to our sewer lines.
  

  Customer Answer

  Date: 10/27/2022

  [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:
  Aqua rep claims if my doctor submitted a medical certification that I would receive a 30 day extension.  My doctor filled out and faxed over the medical certification form on October 25th and I have called numerous times to confirm with Aqua.  However, Aqua refuses to confirm and claim they do not know.  I have requested several supervisor call backs and have not heard from anyone.  I am set for a shut off/disconnection in just a few days and no one will help. I am ill with severe medical conditions and I need my water service and the due date extension.  Aqua reps refuse to give me the contact number to the collections department whom they claim is responsible for the medical form/faxes.  So I have no way or reaching that department to assist with this.  I would appreciate some cooperation and organization here.  I have followed all instructions and procedures and would like the due date extension. My doctor has confirmed that the medical certification was received, filled out and returned to Aqua.  Please advise. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 11/01/2022

  Dear Customer:

  The medical certificate was received and processed on 10/28/2022. The shutoff notice has been lifted and a 30-day hold has been placed on the account that will expire on 11/28/2022. Once the hold ends, the account will be placed into a medical payment arrangement.

  Should you have any questions, please contact our call center.

  Thank You

  Senior customer care specialist

• Initial Complaint

  Date:10/17/2022

  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.

  I've been on a payment plan to pay for charges in 2019. I owed $370 more in may and have been paying $58 a month on it. It should have been played off by now but Aqua manager ****** is tryna say I defaulted in September. Mind you I write every payment down in my records and I never missed a payment. Aqua is tryna say I owe $419.54 now. How is that even possible if I owed $370 in May? I spoke with a rep ****** and she tried to say I wasn't even on a payment plan. It seems very weird. And like a scam or at the least a denial of a discrepancy on their end. I do not like that there is only one water company to choose and they are scamming me out of my money.

  Business Response

  Date: 10/24/2022

  10/22/19 - Aqua issued a company PAR. The PAR was granted on the account balance of $2,085.16. PAR terms were $58.00 + CB for 60 months. Per the attached bill summary the customer had zero reads for 4 months. The customer's balance was down to $113.16 prior to the back-bill. After the back-bill the account balance was $516.69. Aqua is permitted to back bill up to 4 years. When Aqua back-billed the account the payment arrangement was not satisfied, causing it to default. The customer was granted another Company PAR on 9/13/22 on the account balance of 569.54. PAR terms are $47.00 + CB for 12 months.
  
  

   

• Initial Complaint

  Date:10/14/2022

  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.

  Recent bill was more than double previous bill. Aqua just purchased sewage treatment system and applied for increase in rates within the PUC.  They did a bait and switch...numbers proposed in request were different than those actually charged. A new line charge was for current wastewater charges....

  Business Response

  Date: 10/19/2022

  
  The *** ****** customer is billed quarterly. *** ****** rates are located in rate zone 11 (pg.26/67) of the attached PUC approved tariff. The PUC approved Aqua's request for a rate increase effective 5/19/22. The rate increase resulted in the following for the account: The customer charge for sewer increased to $136.38 per quarter. The sewer charge per gallon for 0 to 15,000 gallons is charged at $.023259 per gallon.  The sewer charge per gallon for 15,001 and over is charged at $.033435 per gallon.  The customer's bills are based on actual readings from Chester Water and are considered correct as rendered.

• Initial Complaint

  Date:10/05/2022

  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.

  AQUA water account ********* *******. From 7/25 to 8/25/2022 we used 57000 gallons of water they claim. Fifty-seven thousand gallons, not 5700 gallons, 57 with 3 zeroes. This is over 5x higher than our normal monthly bill for the last..oh.. 8 years? Then all of a sudden 8/25 to 9/23/2022 back to about 8300 gallons. This is obviously some error but we are required to pay or they will shut off the water. I admit they have been trying to be helpful but this is obviously an error. Where is the little lake that formed from all that water? 57000 gallons is a shower running 24/7 for 30 days. Fluctuations +/- 25% sure it happens, but not 5x for just 1 month. 

  Business Response

  Date: 10/05/2022

  
  Aqua sent the attached letter to the customer on 9/1/22. The following information was provided to the customer.

  8/5/22 The customer called regarding the high bills. The CSR provided instructions on how to check for leaks and do an overnight read. The customer was not satisfied with the outcome and was disputing the bill. The CSR created a work order to check the meter and placed a 30day dispute hold on the account effective 8/5/22. The hold temporarily stops the delinquency process.
  8/6/22 An Aqua technician visited the property and reported no issues with the meter.  The customer was not satisfied with the HIC results and requested a meter exchange for testing. 8/31/22 An Aqua technician exchanged the meter for testing. The FSR reported no issues with the meter. The bench test has been scheduled for 9/15/22. The results of the test will be mailed to the customer.
  The customer has experienced fluctuating/increased usage the last 2 months with the most recent month being lower than the previous which indicates there may be a leak.  The customer can contact a licensed plumber to inspect for leaks.  Based on the last reading, it appears that the consumption is returning to normal levels, however, this cannot be guaranteed based on if there is a leak and what triggers the leak (faulty toilet flap, outside hose, shower head, washer hose etc).Aqua cannot determine exactly how the water was used or what may have generated the increase in usage, only that it registered on the meter. Aqua does not provide leak adjustments but does offer payment arrangements (if needed) to help assist in paying bills. 
  

  The meter tested within the Public Utility Regulations at 99.5%

• Initial Complaint

  Date:10/03/2022

  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.

  Aqua of Pa has raised our bills from 80% to 110% in one quarter. Many of us in our neighborhood have filed complaints with Aqua and the PUC. Aqua told us the new base rate will be charged regardless if we use one gallon of water or not. This base rate is for the privilege of being connected to their service and to pay for the meter that we are connected to. Gallons of water are then added to the cost of the base rate for the total bill. The PUC took our complaint and gave us a case number but reminded us that they approved the rate increase. We all expected a small rate increase but not the additional base rate. We have no other company to turn for service and those of us on fixed incomes find this new rate to be very uncomfortable. Thank you for any help you can give us.***************

  Business Response

  Date: 10/05/2022

  
  The New Garden customer is billed quarterly. New Garden rates are located in rate zone 11 (pg.26/67) of the attached PUC approved tariff. The PUC approved Aqua's request for a rate increase effective 5/19/22. The rate increase resulted in the following for the account: The customer charge for sewer increased to $136.38 per quarter. The sewer charge per gallon for 0 to 15,000 gallons is charged at $.023259 per gallon.  The sewer charge per gallon for 15,001 and over is charged at $.033435 per gallon.  The customer's bills are based on actual readings from ******* ***** and are considered correct as rendered.Tell us why here...

• Initial Complaint

  Date:10/03/2022

  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.

  Aqua America handles the wastewater treatment for my neighborhood. My latest bill represents a huge rate increase - my bill went up over 250% for similar water usage.

  Business Response

  Date: 10/05/2022

  
  The *** ****** customer is billed quarterly. *** ****** rates are located in rate zone 11 (pg.26/67) of the attached PUC approved tariff. The PUC approved Aqua's request for a rate increase effective 5/19/22. The rate increase resulted in the following for the account: The customer charge for sewer increased to $136.38 per quarter. The sewer charge per gallon for 0 to 15,000 gallons is charged at $.023259 per gallon.  The sewer charge per gallon for 15,001 and over is charged at $.033435 per gallon.  The customer's bills are based on actual readings from Chester Water and are considered correct as rendered.

• Initial Complaint

  Date:09/30/2022

  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.

  5/6/2022 We received a bill that was outrageously high. We called to dispute and were disconnected when they said that they agreed. We had proof that neighbors had been tampering with our meter as well as using our water without permission. Called back and they said we must have a leak and we had to perform different tests, and that our proof didn't matter, before they would send somebody out to check our meter. We performed the tests and they all confirmed that there was NO leak. We called and told them. Nothing happened. Next thing we know we are getting water shut off notices. I called and they said it would be canceled and that our bill was under review. The following week they sent somebody out and turned our water off! I immediately called and told them and they realized their mistake and sent somebody out to turn it back on the same day. They apologized for their mistake. I was given the direct line to Carolyn F******** who apparently is in charge. It took weeks to get a hold of her. When we did she saw that something was amis as we had already received a bill or 2 showing that our water usage was normal. She scheduled somebody out for a bucket test and told us that our account would be put on hold until it was all figured out. A week later, on 7-19-22, an employee came out. He said that our meter was working properly however he was on our street one day when he saw the neighbor, who was renovating, using our hose. He said that he would let a person in billing know and that they would be replacing our meter with one that communicated daily with them so we wouldn't be in this predicament again and that he was sure they would work with us somehow. We didn't receive any communication with them. We called and complained again and they wouldn't connect us with Carolyn. We continue to receive shut off notices. We paid for our usage every month on time, just refused to pay the extra nearly $300. We paid the extra this month and want it credited to our account.

  Business Response

  Date: 10/04/2022

  5/9/22 The customer reported that they are disputing the usage on the bill because the home next door to them has been vacant and on 4/24/22 someone was at that home and made the customer lose service on 2 different occasions. She advised that is why the bill was high because they caught them using their water and has them on video doing so. 
  
  5/13/22 A field technician went to the home to complete a high consumption investigate. The technician found no issues with the Aqua equipment, no signs of leaks, and the reading matched what had been billed.
  
  7/19/22 A field operator completed a bucket test on the meter to test for accuracy. Found the meter operating at 100% accuracy and no issues found. The operator also noted that the customer advised them that the neighboring house was being renovated and during the high usage month in question caught them using their hose.
  
  According to our findings and the customer's own admission, the neighbor was using their water without permission. Due to this, Aqua cannot not do a billing adjustment. Billing adjustments are done as a courtesy due to leaks. What the customer has experienced is potential theft by the neighbor. This is a dispute that would need to be handled between the customer and their neighbor and not with Aqua directly. 

• Initial Complaint

  Date:09/06/2022

  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.

  I received a water shut off notice for non payment on August 28 and I immediately mailed a check for full payment. The shut off still occurred on September 6. I called Aqua and was told that mailed checks are taking up to a month to arrive. As I had no way of knowing this and this was not disclosed in the notice, I had no reason to doubt that NINE full days was more than enough time to receive and process my payment. I finally reached someone on the phone and made another payment to get the water turned on and their soonest was more than 24 hours later. I am asking for a refund of the $50 additional fee and an immediate turn on of my water.

  Business Response

  Date: 09/08/2022

  Aqua mailed the attached 10day on 8/16/22, requesting payment of $160.68  by 8/30/22 to avoid termination of service. 8/24/22 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 6:01pm. 8/25/22 Aqua's 3rd party vendor contacted the customer to inform them of the status of the account. They left a voice mail message at 8:01am. The water was turned off on 9/6/22 for non-payment at 11:23am. The customer called about the shut-off on 9/6/22 at 1:03pm. Prior to that call, the last contact with the customer was 7/19/21. Aqua is not responsible for mailing delays. If the customer would have contacted the Company upon receipt of the 10day or the voicemails, to advise a payment was made, Aqua would have placed a courtesy hold on the account due to the mailing delays. 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.  9/7/22 Service was restored. The $50 reconnect fee was also removed from the account by a call center supervisor on 9/7/22.

  Customer Answer

  Date: 09/08/2022

  [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:
  
  I made a payment well before the date. There was nothing in their letter indicating that I should not mail a check. Only when I called them did I learn that their check processing center can take up to a month to process and log payments. I had no way of knowing that and would not have mailed a check had I known. 

  
  

  Per Pennsylvania law, the company is required to notify me three days prior to actual shut off by telephone. I have no record of any such call from Aqua prior to the shutoff. 

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

• Initial Complaint

  Date:08/19/2022

  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 water company overcharges its customers! A bunch of scammers! High fees for nothing! $40 for having a meter! Two breaks of pipes in less than 30 days where I can’t use the water! They never respond for a credit! Two main break pipes and I’ve lived in Illinois in other towns and no one has charged me the fees they do! They charge a fire department fee ? No one else does so you water bill is $60 without even using water! They don’t give credits to customers because of the lack of use of water either! This company should be shut down! They scam their customers! And over Charge them! Unacceptable! Get a different water company as they are crooks! I want a credit on my account for not being able to use the water! Last month they didn’t credit my account! And now again this month no credit and overcharging customers!

  Business Response

  Date: 08/24/2022

  Dear Customer:

  The customer charge Usually is a flat amount and is intended to recover most of the costs of providing service which is directly attributable to serving customers. These costs are incurred whether the customer uses any water. This charge covers meter reading and bill preparation expenses and ownership cost associated with meters and other inventory. The customer charge shown on the bill is $41.25 and is due to the meter being a 1 meter, which is a larger meter than most of our customers have in their homes. This all depends on the plumbing installed on the property at the time of its construction. Most of our customers have a 5/8 meter and the fee for this meter is $16.50. The customer would have to hire a plumber to change the pipe to get a smaller meter.
  

  If the customer is requesting a bill adjustment due to a leak, they must complete a leak adjustment form and submit it with proof that the leak was repaired. The customer must contact the call center to obtain this form. It can also be downloaded through the Aqua website.
  

  The Fire Protection Charge is on every bill for fire protection zones charge differs by zone & meter size. The fee goes to fire district.
  

  We only charge for the water that is used. If the customer does not use water, the customer will not be charged for water, and we do not offer any kind of credit for not using water.

  Thank You
  Customer Care Team Lead

  Business Response

  Date: 09/07/2022

  Dear Customer:

  The leak adjustment form was emailed to ****************. Pease fill out and send back with repair invoice or receipt for parts purchased to repair the leak and a description of the leak and how it was repaired. Please advise that Aqua Illinois (Aqua) is not responsible for leaks that occur at a customer's property. Customers are responsible for maintaining their service line from the street to the house, their internal plumbing, and all water using appliances. Before Aqua will consider granting a water leak adjustment, the leak must be repaired, and the appropriate written documentation must be provided to Aqua. Receipt of this documentation, in and of itself, does not qualify a customer for an adjustment. 
  

  Please be advised that a leak adjustment is an Aqua courtesy, is not mandated by any tariff and, if approved, the credit will appear on your bill statement. If the adjustment is denied, a written notification of the denial will be sent to the address of record on the account. Aqua may only grant one leak adjustment per account per calendar year.

  Thank You

  Customer Answer

  Date: 09/09/2022

  [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:
  
  Regards,
  
  *****************************
  This company is incompetent. A main pipe broke which is your fault. I never reported leaks. I said the water couldn't be used. And you should credit your customers for this automatically. Goes to show you how dumb they are and way a terrible company they are. They don't even understand customer complaints or the issues! Your pricing is inflated as well and not worth it scammers