Complaints

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:05/21/2025

  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.

  On May 21st of 2025, I contacted WV American Water to alert them of an issue with severely low water pressure at my address. I have already inspected all the piping in and around my house and have found no leaks. I drove around my neighborhood and didn't see anything out of the ordinary. When I asked neighbors if they were experiencing the same thing, I didn't get any responses. After speaking with a representative for WV American Water, I was informed that the earliest someone could come to look at the issue would be May 22nd. This in an of itself isn't an issue, more of an inconvenience, however having be available between the hours of 8am and 10pm for the day is ludicrous. Myself, as well as most people, have a job to do that I can't take an entire day away from to sit around and do nothing while waiting on a service technician to arrive. When I asked the representative if they could narrow the time slot down, preferably to 5pm to 10pm, I was told that they don't do appointments like that and I would need to be available the entire day. This is not the way a business should operate. I understand the need to be available for a technician to come into the home and check on a problem, but a 14 hour window of time is an unacceptable amount of time to have to be available waiting around for someone to show up.

  Business Response

  Date: 07/10/2025

  We can schedule someone to come on a certain day, but we cannot provide an exact time they  are going to arrive. The order is scheduled for the entire day because the field service representatives have multiple orders to complete in 8-10 hours, with orders still being placed on them during throughout the day. Customers are not required to wait around for them to arrive, they can request to be called or reach out to AW/WVAW customer service to have the results of their findings if a notice was not left by the FSR. If the customer waits around to speak with them that is on their own accord. We can note orders to try to arrive between a certain time but it is not always a guarantee those notes will be followed. FSRs who work evening shift are typically working emergency orders only. We apologize for any inconvenience this may cause, we just cannot provide a guaranteed time the FSR may arrive. 

• Initial Complaint

  Date:05/06/2025

  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.

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** ******

  Business Response

  Date: 05/12/2025

  There was a billing block on the account when the initial leak adjustment was submitted and would not allow the leak adjustment. That billing block was removed, and I submitted a leak adjustment this morning and the customer was eligible for a leak adjustment of $242.68 which represents 13,376 gallons of water. That adjustment will be reflected on the next bill. 

• Initial Complaint

  Date:04/15/2025

  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.

  In February 2025 I received a water bill of 155.51. My daughter paid the balance due which was 151.55. We then contacted the water company and the came and checked the meter. At that time we ask for the meter to be replaced and had my landlord check my water lines for leaks. The land lord found none. The meter was replaced on 3/21/25. I received another bill in the amount of 233.33. My usage for April appears to be normal. I contacted the water company and was informed that I would have to pay the remaining balance of 171. They could not do and adjustment for unexplained water usage. I tried to explain to them it was an incorrect meter reading. This was proven when the bill returned to normal after the new meter was installed. I am on a fixed income and my daughter pays all of my utilities. I cannot afford this and the issue was with their meter and therefore should not have to. This is nearly what my bill would be for the entire year. I do not have a washer, only a shower and toilet. I would like credit for the remaining balance, along with the 151.55 already paid and the late fee attached. I have deducted the normal amount of my bill from the original total which would have been $408.00. I am on a fixed income and have no extra money to pay for issues that are of no fault of mine. Thank you. Sincerely ***** *******

  Business Response

  Date: 04/21/2025

  Good morning, 

  After our technician was out, we realized the reading device wasn't working properly. We replaced the reading device and I asked for the billing department to do a cancel/rebill/adjustment. I have attached the corrected billing. 

• Initial Complaint

  Date:03/31/2025

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  For your reference, details of the offer I reviewed appear below.

  To Whom It May Concern:
  I pay my water bill through the Online Bill pay at ***** ****. I went to the bank today to get a copy Of Proof of Payment for the $136.01 sent on 2/18/2025 and processed

  at *** Bank in Charleston, WV on 02/27/2025 which is on the back of the check copy.
  The water company states they rejected that payment but the Proof of Payment shows it was processed by the water company.
  I have been very stressed that there is so much confusion and no resolution. But clearly these papers I am sending show the check cleared.
  I need someone to please take a moment and correct this and apply the $136.01 to my water bill and clear any late payments.
  Please call me if needed.

  Thank you,

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

  rson explained the check was a bad check. We had not been notified nor had we received any returned check. I have made numerous trips to our bank. The money left our account and has not been returned nor the check returned. Could you please help us bring resolution to this problem? I would love to tell you what has transpired to this date but there is not enough room. Our family stands to have the water service turned off and they clearly have the burden to prove their claims since our money went into their hands and has not been returned.
  I can forward the communication that has happened between us if you can give me an email address.

  Business Response

  Date: 04/01/2025

  After reviewing the customer's account, it does show that the customer's payment was considered a returned payment on 2.27.2025. Customer has also reached out to the ** ****** ******* ********** for assistance as well. WVAW has advised the *** that we do show that the customer's payment was returned, we requested the customer provide proof from their bank that the transaction occurred and the payment was not returned on their end so that we can work with our collections department to have the payment posted. In order to do so, WVAW requires proof of the transaction to move forward. As a courtesy to the customer, WVAW will remove all late fees associated with the customer's account around this concern, and will also place a 30 day hold on their account to avoid interruption of service while we investigate and wait for the customer to provide proof of the transaction. 
  

• Initial Complaint

  Date:02/21/2025

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  It should NOT matter that isn't two times! It is bad enough as it is in this economy and these utility companies want to take every penny you earn. The leak was fixed!  I don't need an organization to help pay my bills. I just need this company to adjust the bill that shouldn't have been this high in the first place! I was offered  courtesy adjustments. So,WHY can they not do a COURTESY ADJUSTMENT for $165??? 

  
  
  
  ***** ******

  Business Response

  Date: 02/21/2025

  Hello, 

  I apologize for any inconvenience this leak has created on the customer. Unfortunately, the leak adjustment was denied due to the fact the usage was not two times greater than the customers average usage. I have added a better understanding of the customers average usage and usage during the leak below. The customer may be eligible for other assistance by contacting 2-1-1, they'll be able to supply her with numerous organizations in the area that could possibly help pay a proportion of her balance. 
  
  Leak adjustment type for reason - Usage on high bill is not 2 times higher than average usage for account.
  
  High Bill Consumption : 33.000  CGL
  
  Average Consumption : 29.68  CGL
  
  Difference : 3.32 CGL

   

  Business Response

  Date: 02/27/2025

  WVAW Leak Adjustment Policy: WVAW will make a leak adjustment only when the water usage being adjusted is in excess of 200% of the customer’s historical usage as defined in Water Rule 6.4.3.b that can be attributed to leakage on the customer’s side of the point of service. The leak adjustment will be computed pursuant to applicable rules of the Public Service Commission and the leak adjustment rate (incremental cost of water) specified in the Company’s current tariff.

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for that.

  I guess since I missed the leak adjustment "policy" by approximately 300 gallons and I got my toilet leak fixed too soon then I am requesting a courtesy adjustment of $150.00 to be applied to my account. 
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 03/06/2025

  WVAW declines to address this issue any further via the BBB
  dispute resolution process. As previously noted, WVAW denied this customers
  request for a leak adjustment in accordance with Rules 6.4.3.a.  and
  6.4.3.b. of the WV Rules for the Government of Water Utilities (below). If
  this customer is unsatisfied with the company's response, we would encourage
  this customer to file a complaint with the West Virginia Public Service
  Commission *****************   
  
             
  6.4.3.  Leaks on the customer’s side of the meter.
  
                  
  6.4.3.a. Each utility shall implement a written leak adjustment policy
  consistent with this rule.  Where the bill reflects unusual usage in
  excess of 200% of the customer’s historical usage that can be attributed to
  leakage on the customer’s side of the meter the utility will adjust the
  bill.  The policy shall be maintained in the utility’s office for
  inspection by the public and shall be applied in a non-discriminatory manner to
  all customers.  The policy shall be filed with the Commission as a part of
  the utility’s tariff.  The reasonableness of the utility’s policy shall be
  subject to approval by the Commission and the reasonableness of the utility’s
  practice with respect to implementing a policy shall be subject to Commission
  review in a formal complaint proceeding.
  
                  
  6.4.3.b.  The recalculated bill shall reflect the utility’s incremental
  cost of treating or purchasing the water, as contained in the utility’s tariff,
  for all amounts above 200% of the customer’s historic usage. Historic
  usage shall be defined as the average usage of the preceding twelve (12)
  months, or actual period of service if less than twelve (12) months.  If
  using the historic usage would result in an unreasonable calculation,
  adjustments may be made.  If such adjustments are made, the utility should
  advise its customer that a dispute regarding such adjustments may be taken to
  the Commission in the form of an informal complaint.

• Initial Complaint

  Date:02/21/2025

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The amount offered to adjust off would not accurately reflect the average water usage for the past twelve months. The water company insists on lining their pockets when obviously I could not have consumed that much water. This is an outrageous manipulation of the system in which they monopolize. I certainly do not accept this as it not a resolution to the issue at hand.
  Regards,
  ******* ****lation was incorrect. She then read to me several numbers and what she said were policies. She told me that I could make payments. I feel like she was trying to take advantage of me. My family is in no way financially able to make any additional payments for Water that we did not use. I wanted to be honest and straightforward, so I looked up any and all policies that I could pertaining to adjustments on my account. I found that the average payment/bill on my water account for the last 12 months was only $96.08, which would be $192.16 for the 2 month period, not the $649.78 that WV Am Water insists on charging me. This is absolutely ridiculous and outrageous that they want to charge me this exorbitant amount. I work hard for my money to take care of my family, not to line the pockets of the water company. I would greatly appreciate a proper and truthful adjustment on my water account, not made up numbers. Thank you!

  Business Response

  Date: 02/25/2025

  I apologize for the unexpected cost of the leak. I have worked with billing the past few days to ensure the customer was given the proper adjustment. After reviewing the information sent from billing the customer did receive the company's proper leak adjustment. I understand the customer still has a balance on the account and I would be more than happy to set them up on a payment plan or place a lock on their account to give them additional time. 

  Business Response

  Date: 02/27/2025

  Leak Adjustment Calculation: The below adjustment abides by PSC regulations. 

  Per day
  calculation:
  540 units / 363
  days = 1.4876033 = truncated to 1.48 units (148 gallons) per day
  
  The high bills are:
  521 units in 32 days = 1.48 per day * 32 days = 47.36 average
  536 uinits in
  31 days = 1.48 per day * 31 days = 45.88 average
  
  For Leak
  adjustment:
  Bill 1 = 47.36 average * 2 = 94.72 used in calculation
  Bill
  2 = 45.88 average * 2 = 91.76 used in calculation

   

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed below.

  Is the *2 on the previous response the "typical incremental cost" and what is the cost per gallon?

  Regards,

  ******* ****

  Business Response

  Date: 03/03/2025

  WVAW declines to address this issue any further
  via the BBB dispute resolution process. If this customer is unsatisfied with the company's response,
  we would encourage this customer to file a complaint with the **** ******** ****** ******* ********** *****************
  

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:01/28/2025

  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.

  On January 23rd our pipes busted from frozen water. We couldn’t get the the emergency shut off valve because it was underwater so we called the water company and put in an emergency ticket to shut off the water at the main. They took all day and all night to show up to turn it off (they showed up January 24th) and by that time our crawl space was completely flooded as well as our yard. They are now trying to charge us for all the water that they allowed to flood our house. They will not adjust the bill because they said they won’t adjust for frozen pipes but if they had come to turn it off sooner I wouldn’t have a huge bill for water that flooded my house.

  Business Response

  Date: 02/07/2025

  After reviewing the account, I was able to determine the customer is eligible for a leak adjustment in the amount of $209.97 (11964 Gallons). I went head and submitted the adjustment to the account and the customer should see the adjustment on their next bill. 

• Initial Complaint

  Date:01/14/2025

  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.

  On, Dec 23 2024, WV American Water Company tech came to my house and disconnected my water service. He told us, if we paid was was past due, we could restore our service. We came up with the nearly $500 to pay the past due and termination that same day. After payment and my account was current, I went out and turned the meter back on seeing as the account was still open and payment had posted. On the 10th on Jan 2025, I received a letter from them stating that they noticed water usage at the address and no account tied to the home. They won't restore service until I pay my "current" bill which is not 30 days past due. All the bills for my account and termination notices I never received in the mail. This morning when I called, the automated system asked me to verify which address I was calling about as there were "SEVERAL" addresses linked to my "HOME" phone number.

  Business Response

  Date: 01/15/2025

  In the complaint, the customer admitted here to turning on their own meter after being turned off. That is illegal and not aloud , so yes in doing that the account got flagged for water theft and usage at the meter. So they have a past due , and usage they used on the meter since being off on 12/14/24 once that is paid they can be properly turned back on. 131.74 is the amount needed for an on order to be worked. you cant turn on your own meter and use water after being turned off for NP. 

• Initial Complaint

  Date:12/19/2024

  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.

  On 12/18/2024 WV American Water terminated service at my address. Upon contacting them, they stated someone, key point there is a pin system to be used for identification purposes, called in and stated they needed to start service at this location. My bill has consistently been in a credit balance due to paying over and above the required amount. I have missed 0 payments and have continued to pay ahead of time. At no time did WV America Water reach out to me, the home owner, to verify identity. At no time did they check the identity of the individual that requested the change and did not according to the agent ask for a pin number.
  Because of WV American Water's egregious behavior, I have been forced to take time from work, miss a critical appointment and have endangered the well being of my animals. At the time of the unauthorized termination, water was actively being used and as a result of the lack of notice, failure of the water heater occurred.
  WV America Water did not perform their due diligence in verifying a customer's identity, perhaps opening them to litigious activity based on the resolution of this complaint.

  Business Response

  Date: 12/30/2024

  Customer was shut off in error due to a new customer calling in and starting service and gave this address here. 12/19 and the order was canceled and they were turned right back on here. 

• Initial Complaint

  Date:12/09/2024

  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.

  When I moved into the residence, I was the only resident in the building. I moved in in Nov. 2023. I was alone at the residence until 4/24. When I got the first water bill (in May) after a family moved downstairs, my bill skyrocketed and jumped from using 3700 gallons the previous month to 11,500 gallons for the bill for April's usage. I called and had a tech come check for a leak, determined no leak. The only thing that changed was a new family of 7 had moved downstairs. They moved out after one month and the bill dropped because it was again vacant, to about the normal amount I was paying before they moved in. I live alone and work 13+ hours a day, there is no way I used 11,500 gallons on my own and with the bill going back down the next month, it wasn't possible there was a leak, it HAD to be because of the family downstairs stealing my water, which is what I reported to the company. A single gentleman who was a traveling nurse moved below in 7/24 and he was only home a couple days a week. Again, my bill and usage jumped, but not nearly as high as when the family of 7 lived below. It stayed consistently around the same for the two months he lived there. He moved out after 6 weeks. Then ANOTHER couple moved downstairs and AGAIN it jumped hundreds dollars and several thousand gallons. I wasn't using any more water and the ONLY thing that changed was that more people moved in. Another tech came and verified that their meter was not only off but locked,, verifying they HAD been using water that I was billed for without my knowledge or permission. Now they have had their own hot water heater put in, had their own meter turned on and my bill dropped several hundred dollars a month and several thousand gallons. I called the company to report the theft and asked they fix it since techs have confirmed it was being stolen and not my usage and they have refused. Now I face disconnection due to hundreds of dollars being owed for stolen water I have reported several times.

  Business Response

  Date: 12/23/2024

  I have asked for billing to review and adjust for the high bills, this takes some time, however as the *** stated when coming out to check the landlord needs to find where the previous person has tapped in at and make the repairs. 

   

  **** Case Confirmation
  A **** case for account ************* has been succesfully created.
  Case Details
  **** Case Information
  Category
  CS - Billing Follow-up
  Notes
  A BBB complaint came in on this and there is an issue here, an *** went out to check to make sure the down stair apartment was not hooked into her water, because every time someone moves in her bill goes way up. *** verified they were somehow and recommended the landlord get a plumber to come in and find and fix it. The other meter is even off and locked due to this. The customer needs an adjustment for this for the high bills starting with the 5/1 bill to 11/2024 please review and adjust