Complaints

This profile includes complaints for Tennessee American Water's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tennessee American Water

  109 Wiehl St Chattanooga, TN 37403-1403

• 

  Tennessee American Water

  600 N Cedar St Whitwell, TN 37397-5116

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:05/20/2025

  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.

  Just finished remodeling a bathroom 3 weeks ago, bought all ***** faucets because of the quality. This weekend, they worked on a pipe for a fire hydrant about 300 feet up the street. Today came home to clogged up faucets in the kitchen sink and bathroom. Pulled the heads out to get a lot of nasty sediment off the strainers and restore the flow, but the shower head is ruined. The shower head was part of a faucet valve system and the closest replacement I can find is $75.06. Wonder if TAW had trainees doing the job or if this is the new careless way to do things.

  Business Response

  Date: 05/21/2025

  To Whom It May Concern: 
  
  This is in response to BBB Complaint Number ******** for ******* ******** regarding his claim of water faucet damage.   
  
  We would like to clarify the details of the work performed on May 17, 2025. The repair involved replacing the top of a hydrant that was broken at the extension. This specific repair did not require the water to be shut off, and no valves were operated during the process. As a result, the flow of water through the system remained uninterrupted. Since there was no disruption to the water main or pressure fluctuations, there would have been no mechanism for sediment to be introduced into the water lines serving the customer’s property. 
  
  Additionally,?the work was performed?by a highly experienced team, including an operator with 41 years of service and three service personnel with 15, 15, and 20 years of experience respectively. The work was completed efficiently and without any interruption to water service for surrounding customers. 
  
  Given these circumstances, we do not find any evidence that the hydrant repair could have caused the issue you described. 
  
  Sincerely, 
  Tennessee American Water 

• Initial Complaint

  Date:03/13/2025

  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 bought my house this past summer. I live alone. I don't water my lawn. I don't wash my truck. Nothing in or under my house leaks or runs. I do laundry every other week and rarely use the dishwasher. Tennessee American Water says I have used about one thousand gallons of water a month. This is absurd. I've called 10 times in the past two weeks to get this resolved. No one from the local office will call me. I have photos and videos of water sitting in the water main valve box by the street which is TN American Water property and responsibility. They even documented that was an issue with the valve box when they came to turn the water on but have done no repairs and say nothing is leaking. There is no water in my neighbor's valve box. Please help!!!

  Business Response

  Date: 03/17/2025

  To
  Whom It May Concern:
  
  This
  is in response to BBB Complaint Number ******** for ***** ***** regarding his water
  bill and his claim of high usage.
  
  After
  reviewing Mr. ******* account and water usage history, we have determined that his
  recent bill includes accumulated charges of water consumption that occurred
  over several months, during which his account was inactive. In this case,
  “inactive with consumption” means that water usage was recorded, but the
  account was not properly set up or billed during the period of use.
  Essentially, this situation indicates that Mr. ***** used water from August
  2024 – February 2025 without paying for it, and the charges for that usage were
  not previously billed.
  
  As
  a result, Mr. ******* recent bill reflects the water consumption for those
  months, which has now been back-billed. We understand this may be an unexpected
  charge, but we want to emphasize that this back-billing is based on actual
  water usage, and it is standard procedure for situations where consumption
  occurs without an active account. We have reviewed his account thoroughly to
  ensure that the charges are accurate and correspond to the water used during
  those months.
  
  Sincerely,
  Tennessee
  American Water

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Septemper 2024 My issue is that I have been attempting to pay my water bill for over a week now. Apparently no one at Tennessee American Water has a clue as to what they are doing. When you call their customer service number listed on the water bill they give you wrong information. I am sure they give you the information that they have but it is wrong. I was told you could pay your bill at Walmart which is true but ********* registers always have issues and will not except your pin numbers for payment. I was told by TAW customer service the bill could be paid at *********. Wrong! I went there and they said no we do not except water bill payments. Called TAW back again the next day and was told ********* was on the list but i told her they said no they do not except payments. She gave me four more names of places to pay the bill but i called and only one lady said they except payments. I haven't been there yet so i can't say for sure. You can call in your payment but you are charged a fee for making your payment over the phone. I was told by TAW customer service that you can mail your payment but it will take seven plus days to get there and be excepted. Mail it early or you will be charged a late fee. Tennessee American Water Company is the worst company i have ever had to deal with. They also have on their list of payment locations ***. This pharmacy has been closed for the longest time.

  Business Response

  Date: 10/01/2024

  To
  Whom It May Concern:
  
  At Tennessee American Water, we offer five
  convenient payment options for our customers to pay their water bills. This
  information is available on our website, ***************************************************************************
  
  Pay
  Online: Customers can log into MyWater to pay with their
  bank account (no fee) or credit card ($1.95 fee*) or they can make a one-time payment
  through amwater.com/billpay ($1.95 fee*). Customers will need their 16-digit
  account number handy.
  
  Automatic
  Payments: Customers can sign up for Auto Pay through MyWater at ******************* and their bill will be paid on time, every time, directly from their
  checking or savings account (no fee) or by credit card ($1.95 fee*).
  
  Pay
  by Mail: Customers can use the envelope provided with their bill and send the
  payment with the payment stub to: Tennessee American Water, **** *** ***** ***** ******* ** **********. No cash, staples or paper clips, please.
  
  Pay
  by Phone: If the customer does not have questions about their bill, they can
  call ************** to pay by phone using a ***** *********** ********** ******** ******* or bank account ($1.95 fee*). Customers will need their 16-digit
  account number handy.
  
  Pay In Person: Customers can find a list of
  authorized locations accepting Tennessee American Water payments by visiting
  tennesseeamwater.com > Customer Service & Billing > Billing &
  Payment Info. Payment locations and terms change
  periodically, and some locations charge for this service. Customers are
  encouraged to call the location first to verify they still accept payments for
  Tennessee American Water, as well as the fee information provided on this site.
  Please note these locations DO NOT accept payments by mail.

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was told by several people at TAW that the bill could be paid at numerous locations.  Which it could not.  I ended up having to pay in order to pay my bill because the employees at TAW do not have a clue at what locations the bills can be paid.  I paid out of my checking account and was charged $1.95 to pay my water bill.  Refund my $1.95 and train your employees so that they know what they are doing. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service 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.

  Was told that I would have my water turned on within the day, water never got turned on. I called to check on it, and representative never requested for my water to be turned on. I’ve been without water in my new home for 3 days and now they want me to wait even longer.

  Business Response

  Date: 07/03/2024

  To
  Whom It May Concern:
  
  Tennessee American Water allows up to three
  business days for a turn on and does not guarantee same day turn on.  The water service at the address was
  deactivated on Friday, 6/28/24 as the previous account holder requested.  The customer contacted the American Water
  customer service center on Saturday, 6/29/24 to request their water service be activated
  the same day and was advised that their water service could not be guaranteed
  to be turned on the same day nor on a weekend. 
  The customer called again and was advised the water service would be
  turned on 7/2/2024.  The customer
  contacted the call center a third time, and the call handler cancelled the
  original order and rescheduled it as a different type of work order to expedite
  the turn-on process.  The water was
  turned on 7/1/24 at 1:53 PM.
  
  If
  you have further questions or concerns, please feel free to reach out to me.
  
  Sincerely,
  
  ******* ********
  Field
  Operation Specialist

  Customer Answer

  Date: 07/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The issue was that I was told three different things by three different people. It would be a great idea do educate employees so mistakes like this don’t happen again.
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a broken water line that is Tennessee American's issue. They dug up my yard on April 8th and were supposed to send someone to fill in hole and reconnect my watering system. So far I have heard from no one and every time I call they say someone will get back with me. I am going to continue to call but this is unacceptable.

  Business Response

  Date: 05/10/2024

  To Whom It May Concern: 
  
  On April 8, 2024, our distribution crew made several repairs to Ms. *****’ service line, including renewing the service from the main to the customer line and replacing the setter for the meter box. While onsite the crew damaged Ms. *****’ irrigation line. Tennessee American Water contacted *** ******** to repair it. Once the irrigation line was repaired, our Field Operations Supervisor returned to the premise to ensure the customer’s safety with the exposed hole by placing cones and caution tape around the hole to barricade it. The supervisor also had hay and grass seed applied to complete the restoration. However, Ms. ***** requested to have sod laid instead of grass seed. Tennessee American Water agreed to lay sod as the customer requested and she is on the list to receive sod by a third-party contractor.  
  
  I spoke with Ms. ***** on April 29, 2024, and May 9, 2024, and provided her with an update on the next steps. She expressed her frustration with the miscommunication from the beginning of this process with Tennessee American Water and the insurance company, but she also expressed appreciation for the local office communicating with her now and fulfilling her request to have sod put down in her yard.  
  
  If you have further questions or concerns, please feel free to reach out to me.  
  
  Sincerely, 
  
  ******* ******** 
  Field Operation Specialist 

  Customer Answer

  Date: 05/10/2024

  Good Afternoon,

  
  

  I did hear from Tennessee American Water thanks to you.  They have now finished most of the work and are working toward completion.  I was unsure if they actually paid attention to complaints to BBB but they obviously do.

  
  

  Thank you for all your help

  
  

  **** *****

• Initial Complaint

  Date:02/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reported a water flow problem to the property in December 2023.
  There was a field technician and other field representatives check they old valve and agreed it need to be replaced or removed. It was not replaced or removed. There is a water flow problem to the property and the old valve is believed to be the issue due to the inability to ensure it’s opened fully.
  The old valve can not be turned so until it’s removed we can not determine if that is what is restricting water flow to the property. Attached is the photo on the new shut off installed on top of the old valve. This photo was shared to the field rep and also directly to TN American Water Customer Care.
  A field rep at the number ************ went to the property on Jan 8th and I was told the part would be ordered for replacement. That part was not ordered. Another tech went out and installed a new shut off above the valve that is causing the water flow problem.
  The water pressure to the property when tested reaches the minimum required pressure to the house but when 2 or more sources are in use the water pressure drops very low. This was the issue discovered and originally reported and now we are almost 90 days into this issue with no resolution.
  The photos attached below show the valve issue as reported by two plumbers prior to the new shut off being installed. The valve is restricting flow to the property.

  Business Response

  Date: 02/28/2024

  Complaint
  ID: ******** * ***** ********
  
  To
  Whom It May Concern:
  
  A field service representative (FSR) visited the
  customer’s home on February 16, 2024, and opened the side cut off value on the
  meter setter all the way to help with the water flow. When I spoke to Mr.
  ******** on February 19, 2024, he stated the water pressure did not improve.
  
  A distribution supervisor also spoke with Mr.
  ******** on February 19, 2024, and advised him that the area where his home is
  located has low pressure, however we would send out our leak detection crew to
  search for any leaks near his house and conduct pressure tests in the area. The
  leak detection crew did not find any leaks. A crew was sent out on February 23,
  2024, to replace the setter at Mr. ******** home. When the crew arrived onsite,
  a plumber working for Mr. ******** was replacing the customer’s galvanized service
  lines and indicated there was no need to replace the setter.
  
  On February 27, 2024, the distribution
  supervisor spoke with Mr. ******** to provide an update. Mr. ******** said he
  appreciated all the extra steps we took to assist him.  Mr. ******** indicated that after the initial
  conversation with Tennessee American Water, he began to investigate his lines and
  found that replacing his galvanized lines fixed the problem.
  
  If
  you have further questions or concerns, please feel free to reach out to me.
  
  Sincerely,
  
  ******* ********
  Field
  Operation Specialist

• Initial Complaint

  Date:12/07/2023

  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.

  Let me first start this off by this has been the most h*** I’ve been thru as a consumer, a mother, and as a person. This company is so lazy and emotionless when it comes to the things THEY do such as DROPPPING THE BALL. I didn’t have any water FOR 5DAYS (12/1-12/5) WITH A CHILD WHO IS MEDICALLY COMPLEXED. You read that right 5 DAYS AND NIGHTS OF NO WATER!!! I couldn’t cook, clean, bathe me or my child as well as flush the toilets for 5 DAYS!!!
  First they tried to blame the local city of Chattanooga for the issue- said it was a hold up on their side as to why I didn’t have any water connection but my e-mail said something different. I called them and they most definitely let me know this was all them-TN AMERICAN WATER. They kept giving me different answers as to why which was all lies when in reality all they had to do was read the notes on my account and COME TO THE PROPERTY to work with maintenance to get it correctly on because they were cutting on THE WRONG WATER VALVUE. I had to CUSS someone out to GET HELP CORRECTLY and my water got cut in WITHIN 5 MINUTES YEASTERDAY because this time THEY READ THE NOTES & HAD A ACTUCAL TECH COME OUT TO CUT IT ON VS TRYING TO DO IT DIGITALLY. In the mist of all of this, I paid $144 PER NIGHT for a HOTEL and they only offered me $20. $20?!?!? I’m still pissed about this and I was going to let this go but when it comes to MY CHILD I will shake the ROOF about this. This was no fault of me, the company I rent from, nor the city of Chattanooga, IT WAS TN AMERICAN WATER!!!!!

  Business Response

  Date: 01/04/2024

  ****** ******** ****** ***** 
  *** * ****** ** 
  ************ ** *****   
  
  Complaint ID ******** * ****** * ******* ******* 
  
  To Whom It May Concern: 
  
  Mr. and Mrs. ******* became active on the account at **** ********* *** ** ************ ** ***** on December 5, 2023. The service order to turn on water was not completed on December 1st due to movement on the meter. When a Field Service Representative (FSR) returned to complete the order on December 4th, it also was not completed due to movement on the meter. Because the FSR did not read the notes from the call handler requesting that they call the customer when they were performing the turn on, we have added a courtesy adjustment to their account in the amount of $144. We also held a coaching session to stress the importance of reading notes in our customer management system prior to performing any work on premises.  
  
  I called Mr. and Mrs. ******* on December 15th and left a voice message. I followed up with an email informing them of the credit on their account and they are able to view their account on myWater, our online portal.  
  
  If you have further questions or concerns, please feel free to reach out to me.  
  
  Sincerely, 
  
  ******* ********  
  Operation Specialist 

• Initial Complaint

  Date:11/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to for someone to explain to me about my mother's water bill, why it higer than i feel it should be for he being on Budget Program. The bill we received on 09/16/2023 was $102.63 Budget Billing-Pay This Amount on page one, but on page 3 it has Current Budget Bill Amount $43.98 which she paid,but the sent a Disconnection Notice we received on 10/16/2023 for $58.65. So, i called ************ for a explanation on this problem, but it was long wait, they said they would give me call back. Which i got a call back from number ************ on 10-16-2023 at 4:20 p.m. Eastern Time i spoke to an representative to explain my problem. The Disconnect Notice was threatening to cut off our water on or after 10/23/2023, she said to paid the amount that would equal $58.65 which came to $14.67. My mother paid the $14.67 on 10/22/2023 at 13:43:25 on **** ********* *** ************ ** ****** Now, the bill due 11/20/2023 is for $146.61 for Budget Billing, but Current Budget Bill Amount is $43.98. The 12/19/2023 Budget Billing is $131.94. I called on 11/03/2023 several times counld not get a representative to answer my call. I emailed on 11/06/2023 this problem to the ********* ****** ******* *****************, they responsed on 11/07/2023 and 11/08/2023 from numbers ************ and **************. What i need is a supervisor from Billing/Collection Issues Department. So, we can understand what is the problem with our bills and we can get a better understand why the bill is so high. You can reach us at ************. Thank you

  Customer Answer

  Date: 11/21/2023

  Yes, i have my mother's permission and authorization to file this complaint against the Tennessee American Water .  Also, we want to speak to a supervisor in the Billing Collection Department about the issue with the water bill. Also, where is the physical building located?  My mother and brother went to *** ***** ***  ************** ***** to speak to someone in person for this issue and Tennessee American Water is not located at this address.  This is would be the solution to our problems with the water company.  Thank you ***** ****

  Also, my mother made an payment on this bill although she was not sure was the actual payment was for 11/20/2023 for $87.97 on 11/17/2023 or 11/18/2023, estimate amount and payment.  ***** ****

  Business Response

  Date: 11/28/2023

  November
  28, 2023
  
  ***
  *** * ****** **
  ************ ** ***** 
  
  ********* *** ******** * ***** ****
  
  To
  Whom It May Concern:
  
  A billing agent spoke to Ms.
  ***** **** and Ms. ** *** **** on November 27, 2023, to explain their bill. The
  ***** were satisfied with the information that the billing representative provided
  to them when they reviewed the bill with them.
  
  If
  you have further questions or concerns, please feel free to reach out to me.
  
  Sincerely,
  
  ******* ********
  Field
  Operation Specialist 

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested Tennessee American to correct a water meter reading due to repeated incorrect meter readings at my residence over the past 3 years. To date, Tennessee American Water has declined my most recent request, this is the 4th meter reading error in 3 years. I am providing additional details below.
  
  I received a bill in September showing '0' usage for the previous month. I knew this to be incorrect due to (1) this being my irrigation that had run multiple times the previous month and (2) this being the 4th time TNAM has incorrectly read my meter. After September, TNAM read the meter in October correctly which equated to roughly double my normal usage. While the meter reading is now correct, TNAM did not update the September reading, making all of my usage at the higher rate in October.
  I initially called TNAM on 9/29 to report this error and provided the usage from the meter to prove the meter was not 'stuck'. Additionally, it took a total of 5 more calls over the next 45 days to get a response from TNAM billing department after repeated missed commitments. I am not asking to reduce usage, but input an estimate usage for the month of September due to TNAW's meter reading error which will result in a billing adjustment (credit).
  
  Account number: ***************** Service Location: Chattanooga, TN
  Request to TN AM: update estimated usage to September 2023's reading due to incorrect meter reading to receive lower price per gallon on monthly billing usage.

  Customer Answer

  Date: 12/04/2023

  I received a note requesting an update on complaint ******** with Tennessee American Water.  
  
  First, thank you for your and BBB's support with this matter.  Secondly, I received a phone call from American Water on 27 November.  ***** from Tennessee American Water confirmed receipt of this feedback and that he is looking into the request.  The representative did not provide an approximate resolution time or next steps nor has the bill been revised to correct the issue.
  
  Regards,
  
  ******* *********

  Customer Answer

  Date: 12/06/2023

  TN American Water has resolved the issue.  Attached is the semi-automated correspondence from them confirming their error.
  
  I am okay to close this as resolved due to the bill being updated that fixes the error.
  
  Once again, I appreciate your and BBB's help in resolving this matter with this company.
  
  Regards,
  
  *******

• Initial Complaint

  Date:10/04/2023

  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.

  Our monthly water bill has been increasing to over $100 per month, and we have not increased our water use. There are just the two of us here, and these bills are too high. We would like someone to check into this and reduce our bills to the rate we were used to paying, which was about $30 a month for the first two years we lived here. The last two years, they have been over $100 per month.

  Business Response

  Date: 10/05/2023

  To
  Whom It May Concern:
  
  On October 4, 2023, a Tennessee American Water field
  service representative (FSR) ran a data log on the customer’s meter. The data
  log indicates a continuous leak starting on June 30 through October 4. The results
  are attached for reference.
  
  When
  the FSR was onsite there was no movement on the meter which typically means a
  toilet is hung up and is running constantly. The FSR spoke with the customer,
  and she confirmed they did have a toilet running. The FSR left a leak detection
  kit with customer to use when needed and advised the customer to contact the
  landlord to get the toilet fixed.  
  
  If
  you have any questions, please feel free to contact me.
  
  Sincerely,
  
  ******* ********
  Field
  Operations Specialist