American Water Works Company
Reviews and Complaints

I bought a mountain house in bushkill pa in March 2022. Between March 2022 and September 2022 I utilized on average 250-275 gallons of water per month and my bills averaged between 35 and 60 dollars. My bill never arrived for October - I had to call them to ask where my bill was - they told me THEN that my bill was being investigated for extremely high water use. I asked how much and they stated when they read the meter on Nov 4 2022 we used 64000 gallons! Its a vacation home that we visit maybe 2 weekends a month - 2 adults and a 9 year old. We have no pool, no hot tub, and we havent let anyone use the house. There is NO POSSIBLE WAY I utilized 64000 gallons in 30 days. That is 4 swimming pools worth of water! There is not so much as a puddle anywhere in our home in our crawlspace or around the house itself. I called today Nov 14 2022 because a man was supposed to come out and read the meter again. I was told someone did come out determined there WAS NO LEAK and we have utilized another 2000 gallons in the past 10 days and therefore the bill stands! What? We have been up there for 4 days total this month and there is no possible way this is accurate. I I said I refuse to pay for 64000 gallons of water when you cannot even tell me where the water is! She refused to give a number for a dispute department telling us we would have to wait up to 30 days to speak to someone! She refused to find a manager or supervisor. Only that our bill stands! Well guess what I am not paying a 2100 dollar bill for something they cant even explain. I asked her to replace the meter 3x and she refused to answer me. I am not paying a 2000 dollar bill and Im already sick of these games!

This problem has been going on for about a month. My irrigation system hookups to the water meter were destroyed when the new meter was put in last week. They supposedly repaired it yesterday. When my irrigation system came on this morning at 4 am both zones 1 and 2 ran until I discovered them running at 8 am. My system has 4 zones, each is supposed to run individually. I am guessing the pipes that were destroyed were not hooked up correctly. Also, the boxes for the irrigation hookups are much lower than the top of the new meter cover making it impossible to level the soil. Please send someone competent to get this repaired correctly. I live in an over 55 commuunity, I am afraid someone is going to fall because the soil next to the side walk has been left about 6 inces below the level of the sidewalk. It would be easy for someone to step off the edge of the sidewalk while walking down the street.

my name is Julie I am the property manager at Townehouse Village apartments in Richmond, IN. I submitted an inquiry about our bill for the address listed. We were billed for one unit with one meter for one month at 13, 680 gallons of water during the month of Nov 2019. the month before the bill was normal. the month after the bill was normal. We checked the apartment and there were no leaks found at all. No running toilets. Nothing. According to mathematical calculation it would have taken the shower running non stop, both toilets flushed every five minutes, and all sink faucets running non stop to use that much water in one apartment in one billing period. Only one person lives there. The only thing Indiana American water did to help us is come and do what they called an "actual meter reading instead of an estimation". and then they decided the billing was correct. How do you estimate 13, 680 gallons of water in one billing period? How is it fair to have our bill estimated? If the next billing period showed a high billing amount I would think that maybe there is a leak we didnt find but that isn't the case and we checked again anyway. Still no leaks and no running toilets. I want help with this because I do not feel we should have to pay this outrageous billing amount without an explanation as to why its so high for that one month and help figuring out why. You can reach me at [protected].

On aug 23 the water company took my water bills out. We didn't know we were behind, and have never been later before. So I set up automatic payments that day. Then I noticed on their site that they withdrew double what we owed. I have called four times, each time being promised my refund for $214.00 immediately. Last time I called I was promised a check they told me would go out today. That was a week ago, no check. We need to get this money back. Everyone has been nice, but the money never comes. It will be a month in 3 days.

Stephen K Skinner
2118 Wellesley Lane, Kokomo INDIANA 46902. [protected]
mule.[protected]@skinnertown.com
Acc 1010-[protected]

Please help.
Thank You.

Hello, I am contacting you because I am at a loss of who else to turn to. I have seen how you have helped so many other families, and I am hoping you can help. I moved into my home which I purchased in July 2018. We purchased the home and poured all of our savings into the home and completely renovated it to make it our dream home. Since then, we have been dealing with significant issues with the quality of the water coming out of our sinks, showers and toilets. Initially we thought it was because it was an older home, perhaps the water issue would resolve itself. It has been over a year and the water coming out of our faucets still remains brown. After we take a shower, there are small grains in the bottom of the tub. The water has a strong "metallic" odor. It has caused our shower fixtures and shower tiles to rust (so I can only imagine what the inside of the pipes look like). Our toilets have permanent damage from the water. We have been in contact with American Water well over 30 times over the last year. These phone calls have resulted in empty promises, minimal follow through and many statements of "I'm sorry to hear this...I will take it to the next level." At one point, when I discussed the damage which was done to my tiles and fixtures (which were all brand new), they suggested that I purchase OxyClean and clean it. They have sent the water company out to our home several times to test the water and they confirmed at one point, that there were unusually high levels of lead in the water. I have sent photos and videos of the color of the water and the issue still has not been resolved. I am just at a complete loss. I am now experiencing skin irritation, we have to purchase gallons of water just to bathe in or cook with. The water company sent someone out to the home and confirmed that we do not have a leak inside the home, which confirmed it is an issue with the pipes outside the home and they are refusing to fix. We asked for a water filtration system and that request has been denied. I have asked for a print out of the documentation of the countless phone calls which I have made and that request has also been denied. I am at the point where I am considering putting the home that we completely renovated up for sale and leaving my dream home as a result of this issue. I am now experiencing medical issues which I believe are directly related to the quality of the water. You are my absolute last resort. This is 2019 and this is central New Jersey. I am not understanding why our requests continue to be ignored. I have photos and videos to substantiate all of what I am saying. Please please help.

Helpless Home Owner
1117 Gresham Road
Plainfield, NJ 07062
[protected]
[protected]

Somehow they signed my 95 year-old father up for this $13.33/month "insurance/scam". My dad's house in a new community only 15 years old.
Totally unnecessary.
To cancel the program:
1)Tried their web site, created account, logged in, but no option to cancel.
2)Called customer service number 1-800-272-1325, "yes" regarding this address prompt,
"no" to do I want paperless billing promt, 0 to get an actual person who can't cancel the program, but tranfers me to another number, where presented w/ a tree of options I choose (wrong) 4 for change options with sends me to a recording that say we are unable to help you.
3)Go thru above step 2 again but this time press 5 for "all other". Get rep who
asks me to confirm address upon which she switches me over to an automated customer survey.
4)Call customer service again, get the number they are transferring me to
which is 1-844-304-5627, before getting tranferred to them, where I get hung up.
5) Call the 1-844-304-5627 number, get a human who asks my account number,
I give it, she asks if I mind why answering why I'm cancelling - I say "yes". She asks if I mind being put on hold, I say "yes". She puts me on hold for 5 minutes. After 5 minutes she ask if I'm still there, I say yes. She confirms the program has been cancelled for my account. Hopefully they stop billing for it...

On the 20th or 21st a contractor for american water replaced a meter and damaged my property. The mess they left they returned and I witnessed them throw the broken concrete, broken brick, and muddy debris on to my neighbors property. They refused to repair my property and now there is a water leak running in the street. I ran a construction co. for years and I know what ever of a price you pay him is too much. He does shoddy work and is very rude to your customers. My name is Murray Booth I live at the home I own at 701 Columbia st., South Charleston.W.V.25309 My Phone no. is [protected] . Please call me with a response.

My water got shut off I called to pay the bill was on hold for 20min.Finally spoke to someone I was told to call back with the confirmation number so that my water could be back on today. When I tried to call back was put on hold. For another 20 min. Then I was told it was to late to get it turned back on today, and they were the problem. At that point in time my water was only off for an hour.

Since work on main water line on my street my bill has quadrupled. One person with no pool and one bathroom cannot use between 2 and 4 thousand gallons of water a month. I cannot afford a $250 bill. The company refuses to address the issue. I have no leaks anywhere at all, have watered my garden three times all summer, I don't even have an ice maker. If this were remotely true that I use so much water where is it all going?! I had a fifty dollar water bill a couple of years ago. They even billed me when I was in the hospital for almost a month. No one was here. How is that possible?

Using the Pay My Bill web site services, I made a payment to Indiana American Water on March 28, 2012 to pay my April bill of $26.38 along with service charges of $1.50.
On April 27, 2012 I received my May water bill which showed a balance due of $52.17. (indicating that my previous months bill was not paid.

I verbally contacted Indiana American Water and they could not locate the March payment. I checked my bank statement and found the payment cleared my bank account on March 30, 2012. On April 30 2012, I then sent them a letter with copy of my bank statement showing the withdrawal. I have yet to receive a reply.

There are two entries on my bank account statement :
One is: 30 Mar Withdrawal-ACH-A-ACHDEB
PayMyBill ([protected]) for $1.50 (the service charge)

The second one is: 30 Mar Withdrawal-ACH-A-ACHDEB
PayMyBill ([protected]) for $26.38 (the actual amount of the water bill)

The second entry should have been listed as:
Withdrawal -ACH-A-ACHDEB
AMWATER(AMWATER
(this is how previous withdrawals have been listed on my bank account statement)

I believe that PayMyBill withdrew the payment amount and did not send it to Indiana American Water.
Please investigate this and repay my bank account for the March 30, 2012 withdrawal.

Alice Johnson a customer representative called me on December 31, 2009. Stated that the company would pay only 500.00 for my service call and supplies. Still stuck by the old story of grease in line and seemed to read off a statement what was said before, offering no other help or solution. I told her that my house was flooded because their line was clogged and the water did not stop coming into the house till they did so, no one came by to give any work order that they did anything either that day. I have mold creeping up my walls, my floors buckled and the other kind flooring has discolored, I have cloth furniture that was exposed to the dirty water as well as my drapes. The company had been in my back yard digging, to fixing pipes last year and that problem t caused this problem. They had told my son, that the line wasn't totally fitted tight, which has come to my problem again, because the line was clogged.This is very stressful, as time goes on, because I know my walls and floors problems aren't going to get better, unless they are replaced and they must be held accountable!