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February 2024 by John N.
Horrible, pathetic service. Piss poor service the worst! I am complaining to my my state rep and congressman both of who are personal associates. This organization is incredibly poorly run!
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November 2023 by charles burns
I’m not sure why I would even have to ask an American Water work crew not to park on my grass or not to obstruct my view coming out of my driveway but this is the case. Even after calling American Water, the local police, the worker refuses to move vehicle off my grass and from blocking view of traffic when navigating to exit my driveway.
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June 2023 by Lucien Bates
One of the worst companies I've ever had the displeasure of working with; if I could give them 0 stars I would. Have had issues from the beginning. Set up my account to my new address, paid the set-up fee and then was not billed for over a year and bills were, instead, sent to the previous tennant, accumulating over $700 in backbilling, when I was given a shutoff date for that bill and was trying to figure out payment, the person over the phone repetedly told me that /I/ needed to be "more responsible" for bills they never sent me or contacted me about, which in my opinion is ridiculously unprofessional to speak to your customers as such. They repeated how there were other methods of payment that I should've used; if anyone has tried to use their online portal they're probably aware of how completely nonfunctional it actually is, none of my payments work unless I call them to pay over the phone.They also told me that I had set up paperless billing, which is absolutely not true, as when I set up the account I put my new address on file for paper bills to be sent to.I have been paying backlogged bills for them for the past 2 years because of all of these issues. I received a shutoff notice less than a month after paying them over $400 of backpayments, when I asked where the bills were being sent they gave me an address that I have not used or lived at in over 3 years despite the fact that (after much struggle setting up my account properly) they HAVE sent me bills to my current address before.It's ridiculous that people are forced to use this company considering how many glaring issues it consistently has.
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May 2023 by FollowersofY'shua
I CAN NOT BELIEVE YOU GUYS WOULD TURN OFF SOMEONES WATER FOR $50!! WTH IS WRONG WITH YOU! AMERICAN MY A$$
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April 2023 by Patricia Hamscher
No one not even a 12 year employee could explain a charge apparently in my bill????? So you choose to ignore and put me in hold for 3 and a half hours??????
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March 2023 by Kenneka Rodgers
This company is a joke!
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March 2023 by Kortne Potter
My May June bill reported 6000 gallons used compared with only 2000 gallons the same time last year. I called for someone to check for leaks. Guy showed up at 8 am bamming on the door. When I answer he says you called for a tech? You had a high reading for the last three months so? So I replied, so there is something wrong. Our usage hasn't changed. I called because the company pointed it out. He goes..well you only used 2000 between last month and now so...and I gotta talk to manager because they shouldn't be pointing things like this out. What...what now? The nerve.
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March 2023 by Stacee Sonsiadek
Bill paid up to date and water was till turned off. Was told water would be back on by a certain time and it was not. Called to make sure that someone was still coming and was told yes so I’m still currently waiting. … let hope that someone comes before they decide to go home for the day.
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March 2023 by Selina Franklin
I had an issue with a running toilet, that I was unaware of until I receive the bill. I asked for my bill to be adjusted they agreed , they never adjust the bill ! I asked to speak to a supervisor it’s never one available ! For them to be the only Water Co. in that area it’s (SAD)how they do customer or should I say ME! I asked for a copy of a statement stating that American Water Co. does not do a one time fill up for pools I still haven’t gotten a letter!!!!!
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March 2023 by Ron Gildersleeve
Sat on hold for 20 minutes today, finally got a lady on the phone, I told her I saw they estimated my bill this month, I don't see why, since I've had an electronic meter for years, but they estimated my bill @ 4x's what my monthly bill has been for over 4 and a half years she simply hung up on me.
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March 2023 by Jackie T
Terrible customer service. In the span of of 4 months, this company has snuck onto our property and shut off our water with no explanation at the time of shut-off (at no fault of our own). We called for a service repair and they explained the assessment process (coming to the door, talking about the issue, etc.) and instead they shut off our water for the night and returned over 16 hours later. Be better. Take care of your customers. Put in the effort.
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March 2023 by Ana Nieto
THE worst service ever. Their office is not open to public/costumers. You have to call everytime you need something done. I'm a builder/flipper and everytime I call I'm redirected or helped by someone who doesn't know what they're doing. I'm being charged "delivery service" to a VACANT house where no water is being used. When the house is vacant they wanted me to be there ALL DAY waiting for the technician to come and they don't know what time he'll be there. I always ask to be called ahead of arrival because I can't lose all those hours there. Sometimes they call, sometimes they Don't. I just wish the got better on EVERYTHING
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March 2023 by Latanya Rodgers
They haven't changed GARY INDIANA RESIDENCE Led pipes and they been approved for at least 3 years ago. My QUESTIONS ARE WHYYYYYY❓️❓️❓️❓️❓️??
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March 2023 by eric vater
I am a builder. I called and set up a new service request when we started construction. I paid the fees. I have tried to contact them consistently for nearly 6 months and am either redirected or told they are coming any day now to hook up service. We are now at the point of landscape and still have no water. I am out of options and the clients may not be able to move into their home if we don't get water in the next couple weeks. What a joke! Apparently, that's what you get with a monopoly. They don't care and they make no attempt to do their jobs.
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March 2023 by Nikki Barnes
Phone system is horrible..I just called won't even give me an automated option to get to payment system or listen to my bill just wants to transfer me to a representative for a 20 minute wait or a callback smh
