Customer ReviewsforMissouri American Water Co

American Water sent me a letter months ago stating that my meter wasnt working. I immediately called because they explained in the letter that if I didnt that extra charges would be applied, so they came to fix the meter and a few weeks later charged me $500 for water that Ive used because I was getting a flat rate. I called and was ??!! The person was like its not your fault or ours WHOS FAULT is it?! I was adamant about slowing paying it down?? these folks then decided to send a disconnection notice. I would never want my kids to go without water so now ?? of course I have to pay it. Literally sending a bill for months and yall wait until a year later to send something out. Highway robbery!

The customer's meter was stopped for approximately 12 months and they were not being billed usage. Once the meter was changed the customer was back billed for the ********************** used. Per 20 CSR 4240-13.025 Billing Adjustments (B) ** the event of an undercharge, an adjustment shall be made for the entire period that the undercharge can be shown to have existed not to exceed twelve (12) monthly billing periods or four (4) quarterly billing periods, calculated from the date of discovery, inquiry, or actual notification of the utility, whichever was first;

I am a customer of **********************. On Monday, Dec. 5, 2023 I arrived home to find my water cut off. I always pay my bills, so this was surprising. But apparently I had not scheduled a replacement water meter promptly enough for the company's liking. I immediately called the company and scheduled that appointment. I was then told that, since it was now after 3:30pm, water service couldn't be restored that day, but they'd send someone the following morning, once crews began work at 7am. Service was not restored the following morning. Eventually I had to take the kids to school and go to work myself. Missouri American Water didn't require me to be home to turn the water off, and hadn't specified that anyone would need to be home to turn it back on. That afternoon, the kids and I arrived home; still no water. I called in again. This time I was told that a crew had come but left since no one was home. The next available window was Dec. 7, between ****am. So here we are. I stayed home from work. 11am came and went. No water. I called again. This time, I was told that - unbeknownst to me - the window has changed. Missouri American Water has given itself until 8pm to turn the water back on. How nice for them.I'll believe it when I see it. Meanwhile, I'm trying to figure out how to pick up the kids from school without leaving the house. Open to suggestions.Interestingly, the note Missouri American Water left on my door on Dec. 5 included a smiley face. All class, ********* American Water. Why would anyone drag their feet booking an appointment with you?This whole ridiculous saga would be a joke except that I haven't been able to flush my toilets for two days. Thank goodness for QuickTrip. Some people know how to treat a customer.

The customer was sent at least seven letters to gain access to the water meter. Per 20 CSR 4240-13.050 Discontinuance of Service (1) Service may be discontinued for any of the following reasons: (F) Refusal after reasonable notice to permit inspection, maintenance, replacement, or meter reading of utility equipment. If the utility has a reasonable belief that health or safety is at risk, notice at the time inspection is attempted is reasonable;Per MOAW Tariff Rule 10 DISCONTINUANCE OF WATER SERVICE A. *********** may discontinue water service to a Customer for one or more of the following reasons:5. Refusal after reasonable notice to permit inspection, maintenance, replacement or meter reading of Company equipment. If the Company has a reasonable belief that health or safety is at risk, notice at the time inspection is attempted is reasonable.

I had an issue with a sink hole developing around the water line going to my home. I had them come out as the access to their stop box was visible and I though it might be leaking causing the sink hole. A guy came out 9/26/23 and after his inspection he told me there was no leak and he did not know why the sink hole developed around their pipe. He was still there when I left, but when I came back home later that day, I noticed he had painted some blue paint around the area. In looking closer, I noticed he had broken the exposed pipe. I wanted to fill the hole up with dirt as I don't want anyone to hurt themselves by stepping into the hole, but if I do that, dirt will get into their pipe not allowing them to turn off my water. I called the 12 times trying to get someone to call me back, but that never happened. I finally got a return call on 11/2/23 and all this person could tell me is that they did not find any problem on 9/26/23 and that there was no notes about a busted pipe. I again informed this person that I had logged several calls explaining about the broken pipe, but she could not see that either. I informed her that on 11/4/23 I will be filling the hole in with dirt and if it gets into their pipe I am not responsible. A guy them came out on 11/3 and left a note. When I called to check on it, I was told it could take up to 90 days for someone to come out. Again I reiterated the importance of the hole getting filled in to avoid any accidents, but it did not sound like there was anything they could do as it was "not an emergency". I will be filling this hole in with dirt on 11/4 and they will need to deal with it when they finally make it out. All in all, I have never dealt with a company that just did not care about their customers like Missouri American Water. Between no calls backs and very rude staff, this company is the worse.

We apologize that you were unable to get the resolution you desired. This has been assigned to a contractor as a high priority.

The water bill was 3x higher than normal and the usage was also 3-4x higher than what it usually is. I called to find out why and it was stated that an estimated reading was done on the water meter instead of a physical read. If it was an estimated read, why wouldnt they take the average usage over the last few months instead of tripling everything? The representative I spoke to told me that I most likely wouldnt have gotten a credit if I didnt call in to ask about it and now they will have someone come read the meter to correct everything. This is seems to be theft to me, and an absolute disgusting practice. It felt like they were hoping people would just pay it and move on instead of questioning their bill.

The customer started service in March *********************************** June and July 2023. The customer's reads were estimated due to the reading device not transmitting. The estimated meter readings were adjusted based on what the water meter was actually reading. Based on the customer's usage the month before and two months after the estimated, the estimated bills are correct. The customer had one month that the usage was lower when they first started service. The customer used the ********************** they were billed for based on the physical meter reads.

As a new widow I have set up online accounts with all utilities except Missouri American Water. I have contacted them at least 15 or more times to have them help me set up my account but to no avail. I have had 3 callbacks set up for managers. They have never called me back. I just want this resolved. They have been very uncooperative. I want someone from technical support to help me finalize this process. I have been a customer for more than 50 years and have never had a utility treat me this badly. Please have them help me.

There does not appear to be 15 interactions on the customer's account regarding ********************** set up. There is 4 instances logged for MyWater assistance, on December 14, 29 and 30th. When the customer called on December 30th they were informed due to the holidays, it may take longer than normal to get a call back. The requests for a call back are still active and someone should be reaching out to the customer shortly.

The water pipe burst at the end of my street two times.. I and my neighbors basement were flooded twice in just four years. My insurance paid out close to $30,000 to make me whole just to have it done again. American water says they are not responsible for damages which they caused. . They don't care about peoples feelings just their bottom line. ******************* and American water are working together to shaft people especially the elderly.

*************************** handles all Loss Control claims for ****. This has been submitted to them and they investigate whether or not a claim will be approved or denied. Per ****'s Tariff - Rule 3 LIABILITY OF THE COMPANY A. *********** shall in no event be liable for any damage or inconvenience caused by reason of any break, leak or defect in the ****************** or fixtures or in the physical connection between the ****************** and the Company owned service connection.B. If for any reason beyond the control of the Company it becomes necessary to shut off water in the mains, the Company will not be responsible for any damages occasioned by such shut off. *********** will not be responsible for damages caused by turbid water which may be occasioned by cleaning of pipes, reservoirs or standpipes, or the opening or closing of any gates or hydrants, or any other cause when the same is due to no lack of reasonable care on the part of the Company.E. *********** shall not be liable for damages resulting to Customer or to third persons, unless due to contributory negligence on the part of the Company, and without any contributory negligence on the part of the Customer or such third party.

Having them as a water company has been a nightmare. I recently moved into my house, and had been waiting on notice from the water company. The never sent me any notice and then completely shut off my water. Once I frantically chased down who the water company was, they told me they wouldn't be able to restore the water same day and I have to wait until Monday by 5pm to get water. It is Friday. I have to go 3 days without water. Their emergency service is useless. They don't do anything. They shut off my water for 3 days without giving any notice.

The water at the property was shut off due to water being used with no active account holder. **** is not required to provide notification that water will be disconnected when there is no active account holder. **** has no record of the customer calling for service prior to Friday, April 29, 2022 at 6:30pm. This was after normal business hours and **** does not have after hours available at that time. The turn on order was special handled for Monday, May 2, 2022 as this was the soonest we could be available. It is the customers responsibility to inform **** of moving in or moving out of a property at least three days prior to the date needed.