Complaints

This profile includes complaints for Pennsylvania American Water Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Pennsylvania American Water Company has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Pennsylvania American Water Company

  852 Wesley Dr Mechanicsburg, PA 17055-4436

• 

  Pennsylvania American Water Company

  PO Box 578 Alton, IL 62002-0578

• 

  Pennsylvania American Water Company

  20 E Union St Wilkes Barre, PA 18701-2715

• 

  Pennsylvania American Water Company

  100 N Pennsylvania Ave Wilkes Barre, PA 18701-3507

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:06/19/2025

  Type:Service or Repair 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.

  PA American Water has been erroneously increasing monthly bills for many in the surrounding *********** area. Multiple complaints and customer reviews have been made against the company although the company has yet to address the concerns of its customers. For example, some customers in the area report only paying ******** for ********************** and sewer services whereas others have reported that they pay $100-120+ for sewer (or water) services only. The billing is not consistent although flat rates are consistently charged to each customer.

  Business Response

  Date: 06/20/2025

  Pennsylvania American Water Company (****) has reviewed this dispute and found the following. Per the **** Wastewater tariff, this customer is billed in accordance with the Rate Zone 1 category. Under the Rate Zone 1 category, customers are charged a flat rate fee of $110.00 per month as this residence is not metered for water consumption. The fee the customer is billed is for service as well as service fees as the company provides only wastewater service to the property. This rate is approved by the *************************.

  The Company was advised on 3/25/25 that the customer was residing at this premise and had been there since July 25, 2024. Due to no previous customer contact, the customer was not being billed for services rendered. The contract was initiated, and the customer was back billed for previous unbilled usage in accordance with ************************* regulations. The customer contacted the ******************** on 6/10/25 to initiate an installment plan for their balance and one was set up for current balance +$40.00 per month. The customers rates are being billed according to the Company approved Tariff and the customer was back billed within accordance of *** regulations.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair 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.

  Received a 10-day shut off one day before getting shut off call them to try to make arrangements to pay even said I would send them a check and they would not help me in any way can't change water companies because it's the only water in my area I feel that it's unfair I received the 10 day shut off one day before shut off and have no way of getting another day to pay on Friday wouldn't even take a check try to give him a check number

  Business Response

  Date: 06/12/2025

  On June 12, 2025 at 11:42am, Pennsylvania American Water spoke with the customer and agreed to place a lock on the account until June 20, 2025 to allow time to make a payment. A verbal agreement was reached via phone and the customer was satisfied. 

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  I have recently moved to ********* from *****************************. I had my water turned off on the 11th of February. I received my final bill for dates from January 22nd to February 11th. I noticed a quite a big increase in water usage ****** gallons for this timeframe. After many discussions with the water company they say that the meter read was right and I owe this amount. I have been on automatic payments since I began using water. I also had high bills on 1-25-2023 *****, 2-22-2023 ******, 3-23-2023 ******, 4-27-2023 ******. I disputed these charges also but got nowhere. I have went back to my bills as far as I could and I never had a bill more than $60.00 in 4 years. In looking at my bills the $1,000.00 is showing up on all my bills all the way back to 2022. Now that really can't be possible because I was on autopay and my bill was paid in full every month on time in that timeframe. So if you can please look into this situation for me because my past due bill was sent to a collection agency. I have paid all my bills on time and have a credit score over 800 and would not like this to ruin my credit. And by the way we had no leaks because the house was inspected at that time frame because I was selling it. And during some investigation into this my average water consumption was about ***** gallons a month 2 people living in the residence. My prior 2 bills before this were only for the minimum that you need to keep the service open. On investigating it would take me 4 years to use that much water. And for that time frame I would have to used ***** gallons a day, which is impossible to do on a 5/8" pipe. Thank You, if you need more information please contact me.************ *******************

  Business Response

  Date: 05/19/2025

  Pennsylvania American Water has reviewed the customers dispute and a representative was in contact with the customer on May 1, ******************************************************* question to resolve the customers dispute. A case to the billing team was created and once processed, the customer will be notified.  The customer was satisfied with this resolution.  

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am currently waiting for American Water to send me notification.
  
  Regards,
  
  ******* *******
  
  

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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.

  There is a water main break that is shooting water directly into my yard. There is substantial water covering my entire yard and causing damage. Called American National and they came to look at the issue. They opened a ticket and will come to fix the water main break next week. Meanwhile, this is actively shooting water into my yard, destroying the yard, possibly entering the house. I demand they fix this along with completing all of the landscaping for the damaged area.

  Business Response

  Date: 05/21/2025

  Pennsylvania American Water has reviewed this dispute. On 4/25/25, a crew was sent to the customers property to make necessary repairs. A repair was made to the service line and it alleviated the leak. Due to the repairs, a restoration request has been placed to restore the customers front lawn. A local office representative stopped at the customers property on 5/6/25 to speak about the repair timeframe and the customer was satisfied.  If the customer is experiencing any further issues, please let us know.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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.

  As of April 22, 2025, I contacted them for now the second time in regarding my over due balance. They continue to tell me that using the only two phone numbers or the billing address that there is no such existing account found. How is that when I'm being charged and such a high price at that. I clearly was looking at my account for them to continue to tell me there wasn't such found. The customer service *** kept speaking over me and hardly allowed me to get in a word, when I'm contacting to get assistance and try to pay something towards to stop the shut off. It all leaded to absolutely no help since according to them my account doesn't exsist.

  Business Response

  Date: 04/24/2025

  Pennsylvania American Water (PAWC) as reviewed this dispute and found the following:

  Account #************, under ****** **********, address *********************************************** has been located and confirmed.

  On 4/11/25, the customer called into the ******************** and spoke to an agent about a possible installment plan and assistance options. These options were given to the customer and the customer advised they would set up an installment plan via their online account themselves. That is the last communication noted on the account by the customer to the ********************.

  On 4/22/25, a representative attempted to contact the customer but was unable to get in contact. A voice message was left and no return call has been made by the customer.

  PAWC is only the customers waste ********************** provider. All bills are based off of water readings provided by the customers ********************** provider. If the customer feels that the readings are high or incorrect, they are advised to contact their water provider directly.

  The customer does have the option to set up an installment plan online or by calling customer service at **************. The Company also offers additional assistance to customers through our Help to Others program run by *************. These programs require income verification and if approved, can assist with monthly discounts, grants, and arrearage forgiveness installment plans. Please call ************** if you may be interested in these programs. 

   

   

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair 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.

  The *** Reader on my home was replaced without my knowledge by PA American Water *** on 11/16/2024.I noticed an increase in my water usage for my **** for 12/14/24-01/14/25. I requested PA Water come to my home to inspect.On 1/29/25, they found no leak & closed the service request.The next **** said I used ****** gallons from 01/15/25-2/12/25.From 04/2023-12/2024 I only averaged ***** gallons/month.I'm single & live alone. Despite being on budget ****ing & the **** saying my new budget **** amount is $323.92, on or about 3/11/25, they auto deducted $1,602.24 from my bank account with no warning, over-drafting my bank account!On 3/12/25 I called & requested another inspection.They came out on 3/13/25. There was no leak found & the serviceman replaced the meter in my home & the *** Reader outside. My usage immediately dropped back down. I called on 3/17/25 & was told it could take up to 30 days to process a refund but there were 4 "escalations" on the account so I should hear back fast as it was an issue on their side & took off budget ****ing. As of 4/8/25, I have called 4 more times and they tell me I can't speak to someone in ****ing and an extension has been requested to review the issue until 5/2/25 but my next **** for 2/13/25-3/12/25, is also wrong & $960.54 is due by 4/30/25. 1st call on 4/7/25, they said it could take months to review my new monthly average & issue a refund & hung up on me. During my 2nd call on 4/7/25, I was told on 3/31/25 the ****ing ***** requested info on why the meter was replaced and the ops ***** replied on 4/7/25 that the meter was reading at a different residence at ************************************. Clearly, there was an issue with the meter that was NOT my fault causing this outrageous **** and despite numerous calls for almost a month, no one has given me any info on how or when I can get a ************* haven't even amended the new ****. They clearly took money that are not entitled to & they don't want to give it back.

  Business Response

  Date: 04/25/2025

  Pennsylvania American Water has reviewed this complaint and found the following:

  
  On 4/15/25 a Company representative reached out to ******* regarding account ************ at ****************************************  She is the executor of the account.
  
  The customers ********************** usage began to increase September 2024 up until March 13, 2025.  On March 13, 2025, the meter was changed, and the usage went down the months after. On March 13, 2025, the customer stated a field service representative (FSR) changed the meter and advised that the meter may be mixed with a neighboring property. 
  
  The local office supervisor reviewed the dispute and advised the meter at the property was in fact always connected to the ************************** address and there is no meter mix with the neighboring property. The meter that was replaced was sent for testing per the customer's request and passed all regulated standards per the ************************* testing procedure.

  The representative reviewed this information with ******* and advised that the usage was correct and based on actual meter readings and the meter in question was working properly. ******* disagreed and asked for contact information to our legal team as she is an attorney and does not want to contact the *** as she will resolve herself. It was advised she can mail inquiries to the ******************* address and was also given direct PAWC legal counsel contact information. 
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  I reached out directly to American water and also put in a complaint with the bbb prior back in January. I got a call back from a higher level gentleman and was advised they were working on combining my water and waste bill as they were separate and once that was done a arrangement would be set up once the accounts were combined. I am NOW GETTING A SHUT OFF NOTICE FOR OVER $1,200+ as the account was not properly managed and set up once they combined the account. And it was not set up to the correct agreement per the ************************* AGREEMENT. I was told they would take the amounts from the waste agreement and water and it would be applied to the then new bill/account all under the same umbrella account so no more issues would occur. That was NOT done. Now I am not only getting a shut off but the billing keeps accumulating as this issues has not been fixed or addressed. I called American water and advised of this and have not gotten a contact back from the management who was to be assigned to assisting me and no one can give me a contact number since its a higher level

  Business Response

  Date: 03/20/2025

  Below is Pennsylvania American Waters response to the complaint filed by ****** ******, received by **** on March 19, 2025. The customer is disputing that they were sent a termination notice after prior payment agreement was made that were not honored. The customer is seeking that this be fixed.

  
  On March 19, 2025, Pennsylvania American Water (PAWC) received a Pennsylvania ************************* (PUC) Complaint under BCS #******* filed by Autumn Eppler referencing the same issues detailed in BCP complaint received. The customers complaint is within the jurisdiction of the *** and **** will address Ms. ******* concerns in the response submitted to the PA PUC.

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair 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.

  I had the new required meter installed on Nov 16th. When I received my first bill with the new meter the usage increase from ***** gallons per month to *****. They tried telling me I have a leak and need to send someone out to the property to check it. I needed a late appt as I work until 5pm, they said someone would call to schedule it. I waited 3 days, never heard back. I called again the said someone would call that day, I never received a call. I called back to speak with a manager, they said someone would call me back, surprise...they never did. Tried calling today and got the same run around. I need to get the meter looked at so I cam pay my bill but something isn't right. I live by my self and work all day. I lived at the property for over six years and never used more than 1500 gallons in a month. I think the meter they installed is faulty or the guy didn't install it properly, as he did make a comment that he was new. Thank you looking into this. *** ******

  Business Response

  Date: 12/23/2024

  Pennsylvania American Water has reviewed this complaint and found the following: On 12/20/24, the customer contacted our call center and spoke to a representative regarding their reported concerns. The customer was explained that there is no issue with their meter, and that the large amount of usage was on the old meter and may been mis-read.  Since it had been some time since it was removed, a just gave a courtesy credit of ****** for customer satisfaction. The customer was satisfied with the resolution. Please let us know if anything further is needed. 

  Customer Answer

  Date: 12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair 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 November 8th we were charged $1276.52 for a water bill stating that we used ******gallons of water-in a month. This is about the amount we use in a year. Prior to this bill being sent, American water had forced a water meter change at our house. All our bills before and after the bill in question reflect our normal usage. American water sent a service person to our house to access the issue. My husband and I have contacted American Water several times with now resolution and they just keep telling us its being escalated. We have been lied to by representatives. We were told that we would have a resolution in 20 business days, that has not happen. Its unfortunate that we cant do business with another water company.

  Business Response

  Date: 12/30/2024

  ***,

  Thank you very much for taking the time to speak with me today regarding your dispute. I apologize for the length of time this has taken to resolve as well as any and all misinformation given along the way. As discussed, the large invoice was reviewed by the billing team and it was rebilled based on your standard usage. This leaves a current account credit of $1,075.60. A credit refund check has been requested to be mailed directly to you with for amount. Your sewer provider will also be sent updated information regarding this rebill for their records. If you may have any further questions, please don't hesitate to give me a call.

   

  Thank you again for your patience during this time and wishing you a happy New Year!

   

  Lauren

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  Water bill is almost double, a technician has come out twice from this company to confirm 1) There are no leaks 2) The billed usage doesn't match the meter usage The billing department has ignored me. The technician attempted to escalate internally, but they ignored me too.The bill due date is approaching and conveniently no one has reached out to me despite promises that they would. Or they are but aren't leaving a voicemail in 2024 when no sane person would answer a call from an unrecognized number.

  Business Response

  Date: 11/26/2024

  Thank you for contacting Pennsylvania American Water.

   

  Upon review of the complaint, the customer has two open cases with the companies billing team to review this matter, one created on 11/18/24 and the other 11/21/24. The company has 30-days to review disputes, and the customer will be contacted directly with the outcome. The customer currently has locks on their account avoid any negative impact while this matter is investigated. 

   

  Thank you

  Customer Answer

  Date: 11/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do wish that instead of the company spending time to tell me how they have 30 days to investigate - they just investigated. But alas, their response that they have 30 days is correct and it seems there is nothing that can be done for now. We must wait out as the company does the minimum required on the longest possible timetable.
  
  Regards,
  
  ******* ****