Aqua America
reviews and complaints

James S. Blogna Jr. owner: on or about 10/10/2022 an Aqua Oh crew dug up my neighbors yard to do a curb box renewal and at that time i feel they hit my sewer line. That address is 1304 Lincolnway N.W. Massillon,Oh 44647 my basement started leaking at that time, but I thought it was just my foundation leaking because of rain or snow. I have an old house and an unfinished basement. So after a few days of dryness it is still leaking so i moved some junk out of the way and found that it was my main sewer line leaking. So I called a Plumbing company to come out and hydro blast and send a camera through it. And their equipment is now stuck in my sewer. So they traced their camera and found where it got stuck to where you dug up to do that curb box renewal. so now I have another drain company to dig up where the camera is to see if you caused the damage to my sewer.

I called to pay my bill and was talking to a lady there well I think that she was confused because my bill was 58.31 plus 2.25 fee which came to 60.56. When we first started the transaction she thought the bill was 49.98 so thats what she entered, when she told me that I said no the bill is 58.31 to which she said that she would delete it and put the right amount in. The 60.56 did come out of my checking account but so did the 49.98 this was on 11/30/2022 at about 10:00 am. I think that the 49.98 should be credited bank into my account. My account no. is [protected] and i'm in Ohio

Thank you

I filed a payment arrangement for 10/31/2022 on 10/10/2022 for full payment to withdrawn from my social security monies and I received a confirmation number for this accepted agreement but on today 10/24/2022 early morning I wake up to no water in my apartment (Shut Off). I am disabled and receiving SSI and water is a must in my health but yet I am shut off for an agreed payment arrangement. I called the customer service line and was demanded to pay a certain amount to have the service restored. I made the payment the representative requested from me and yet I have no water still in my apartment. I find this highly disrespectful and horrible service. I was file complaints with consumer affair and whomever I can with an legal services to compensate for damages to my personal health and well-being due to the poor customer service and broken promise Aqua American has made to me as well.

Aqua stated i needed a meter replacement do when they finally showed up the gentleman that came to do so claimed that he couldnt shut the valve off to shut water off and proceeded to flood my basement with 3 inches of water so then im told that i need a new valve that will require them to dig up my sidewalk, great fine, they come dig up my sidewalk and left a mess, my sidewalk is ruined and the road in front of my house is ruined

The city put in new pipes in my neighborhood and broke my water line. Aqua came and replaced the pipes and meter. Then sent me a $500 bill that I have to pay upfront and dispute later. Customer service also proceeded to tell me that I have to take the bill up with the construction company who did the damage. I don’t understand how it’s my job to get you your money because I’m not paying that.

Account number #[protected]. Aqua got my meter mixed up with my neighbor and sent me bill of $2000 + claiming that’s the right usage. We are a family of 2 and haven’t done any projects in the house so this bill is absolutely impossible. They even changed the meter at my location claiming it was faulty but still won’t deduct the balance and make my account current. I haven’t missed a single payment and this bill of extraordinary amount is adding a lot of stress in my life. I request for someone to help me close this loop and help me get my balance down to $0. Have been trying to close this with there customer service since last 2 months with no luck

3rd INCIDENT - 4/16/22 at 12:40 pm! I have lived in this home since 1/14/22. This is the 3rd time the main sewer has overflowed into my yard for hours at a time. This is hazardous and unsanitary! Aqua came out and put a secondary blocker so that the sewage would not back up into my home. This obviously didn't work because here we are yet again. Raw sewage has been pouring into my yard for roughly 3 hours now. They don't clean up the sewage after they clear the main line they leave it. I have animals and children that cannot utilize the yard because of constant human waste! This is unacceptable, unsafe & unsanitary. Something needs to be done, I cannot live like this!

I've been using the texting pay app to pay my bill each month . After their online payment service didn't want to communicate with my bank causing my service to be cut off even though my bill was paid . Same thing happened with the texting app . I called as I've done the last few times and Heather aka Satan's spawn aka most evil customer service rep I have ever talked to . Told the water disconnect tec to leave that I was going to wait 24 hours to get my water back on . Even though I had my text thread recites. She made me pay a 50 dollar fee and I was told my water would be back on first thing in the morning . I also paid 180 worth of bills that are paid they just arent showing them in their system... Ya know they needed to make money off it. It's now 10 am my service is still off and a supervisor has yet to call me . When I tried to call I was told my service won't be on until tonight , possibly tomorrow and they said there's nothing I can do about it. I have animals that I can't water or I'm going to have to pay 100 to haul water out here . This corporation is evil ! The CEO just cleared over 7 million !

I called on November 30,2021 to have my service moved from my old address to my new address they never turned off old address. Then never sent me bill for new account. Now they cancel shut off until March seventh. The manager said we didn't tell them to shut off old address but won't let me listen to call. This company sucks. If there was anyone else I can use I would.

On JANUARY 2, 2022 placed payment of 86.33.Apparently this was returned to bank as no account available. This is very first time a company or credit card or bank was unsuccessful in obtaining payment. I received a letter informing me of this. Went to your payment site again and put in same info payment was processed on JANUARY 4, 2022 per bank. Then I received letter telling me I could be assessed a return fee and my account is at risk for collection activity ? I have tried calling three times and missed the first and to my knowledge only return call back. I know these letters are sent automatically via computers, but I feel this was a little Harsh for first offence! If you check our account We usually overpay monthly and are very rarely late. Unfortunate circumstances caused this lateness. Account #[protected] 0254990.

I've been a customer of Aqua Water Company for over 40 years. The account # is [protected]-0066903. The account was on automatic payment. My monthly payment ranged approximately $70 or less. Last year, the bill dropped to $18.00. The company sent someone out because they noticed that the estimates were too low. The service worker said that he had to replace he meter and I asked if I would be responsible for paying the back bill and he said no. The bill continued to be estimated at $18.00. I called the company about two weeks ago to let them know that it was still not correct. They sent out another service worker who replaced the meter again. I received a bill for $2, 371.34. It is the responsibility of the water company to monitor the meters that their customers use. I feel that I am not responsible to pay that back bill because they did not fix the problem the first time! The bill that was mailed to me is showing that I used a huge amount of water in February, 2021 and that is incorrect. Please advise.

I live in Wallingford PA and Aqua PA has left a huge piece a machinery in front of my house for the past three weeks. It is a traffic hazard plus... weeds are growing under the machinery. This needs to be moved. We are not a parking lot for large pieces of your machinery.

We as a family have been conserving water for the past four months. We even recycle shower water to flush toilets just to see if our Bill would come down. It went up!

We recently just received a disconnection knotice over 116.28 when we paid in advance th month before th bill doesn't show what we owe just an past due balance it's like every month we are getting these disconnection knotice s when we always pay on the Bill . Aqua is ripping people off over chargeing customers for water.

We received no bill (still looking for it), no warning that a payment was overdue, they just quietly shut it off around 4:30 last night, dropped a rolled up note with very little info (no account number) saying they shut off service for $113 late payment. Which we were not aware of. And all this occurred as we were rushing out the door to the emergency room with a very sick husband. While we are still in a pandemic. I come home from the hospital and cannot even wash my hands. We've never not paid. They claim they called several times, confirmed the phone number was correct - I never received a single call or voicemail. Not one! So we pay the bill (in the car on the way to the hospital). They say they'll turn it back on next day… well, next day can be as late as 8:00 pm … they have no mechanism to expedite that, it's just random apparently (I'm sure it's not). And I have to be here to say hello when they come because my special needs kid isn't over 18. So I cannot even go to the hospital to be with my very sick husband. We received NO warning. Nothing. It's a damn pandemic and I can't even wash my hands, let alone bathing or flushing toilets. We've never not paid a bill. They just shut it off without warning. That is NOT OKAY. What type of management is that? It's water! I asked to speak with a supervisor to try to expedite the turn on service, which of course they charged us for, but of course a supervisor REFUSED to take my call - they put in a request to have a supervisor return my call in 24-72 hours. That is absolutely useless and absurd. But it is a manipulation tactic to avoid having to respond on their end. They do this all the time. It's water. It's a HUMAN RIGHT to have access to water.

No disconnect notice ... in fact my bill recently received in mail says due June 20 and nothing past due ... here I am no water on June 15 ...
My water started losing pressure while I was brushing my teeth ... I called to find out I was $98 overdue and had just been cut off.
I immediately paid over the phone and was told they couldn't come back until tomorrow and they would call if they could.
I left home at 8:30AM paid up but no water.
Guess what?
When I get home there is a big yellow notice that they shut my water off hanging on my door!
Yellow notice was NOT there when I left at 8:30am
Means the AQUA came back by after they had turned me off ... after I was paid up ... but not to turn me on but to hang the signage on my door!
I will make it they one night without water but I expect they will have excuse again in the morning ...
Wow what a consideration for customers! NOT!
For $98 due for less than a month overdue I get cutoff during these times... guess the pandemic is officially over ...
AQUA customers beware!
BTW ... this area in Charlotte is gouged on the prices they get away with for such poor service ... I get numerous voicemails to alert me to their continuing infrastructure problems but NO voicemail that they are going to CUT me off... no warning!
I Could have paid them for all the trouble this has caused ... but they never sent me a past due notice or contacted me on this!

May 2021, I have requested from Aqua a Letter of residency, the reason is because the electric company needs me to take it to Brazoria county to proceed with the connection, at first Aqua said my account needed to be active and to call them again and I call them back and told them I need this letter in order for me to have electricity at my residency and was told will submit by email 24-48hrs and waited and nothing, (NEED ELECTRICITY) call them back and now they said may take 7 buss days, ((need elctricity) told them need it to spk to mgr, they denied said both were busy and will submit my request and call me back, I waited the whole day no one reach me back, call them back next day explain my situation again and they denied me to spk to mgr by this time is really frustrating, you don't get anywhere with them they don't care and lie to you, have spoke to so many reps (Danisha, Alicia, Miranda, Brandon etc.) is really frustrating they just don't care, (VERY BAD CUSTOMER SERVICE)

They shut off my water with zero notice sent or phone call. Thats illegal in Illinois. Especially when people are struggling during a pandemic. Too late to call the office. I have a daughter. How dare you not even warn me.

have been trying to get water set up at a undeveloped lot in texas for over a month an they still refuse to help me...they refuse my request to speak to a mgr, they refuse me having water at all...someone plz rspond i do not know what to do as im being denied water as a source the state says im intitaled to...i have asked how much my depsoit would be still no one could tell me. i have been transfrred to several people but know one can or will help me...soemone else who uses there service said i just send end a $750.00 to $1, 000.00 money order an thats hwo you get there attention...I DO NOT BELIEVE THATIS HOW IT SHOULD BE...i realize i will have to pay a deposit, fees etc etc etc BUt i needto know how much rather than just sedning in a large money order payable to them

On 9/23 my water was shut off never received a disconnect notice, which has come before through email, calls, and mail. I quickly made the payment in fact I overpaid $197.20 to be exact, whoever turned off services didn't even come to the door, normally when services have been disconnected the plaque is put on the door, not thrown in the mailbox, which to me just shows laziness, then was informed my services wouldn't be turned back on until the following day 9/24 between 8am-8pm.