762 W Lancaster Ave, Bryn Mawr, PA | Directions 1901040.019942 -75.315823
Neighborhoods: Bryn Mawr
Rude and Incompetent Customer Service – Customer service representative would not give me her name even though I asked for it.
Her tone of voice was extremely rude and did not give me any assurance of my request.
I received a threatening phone call from a private contractor telling me that I had an overdue payment, so I paid the balance. But the contractor keeps calling saying that I did not post payment. The aqua representative told me verbatim "ignore their calls"
I don't think this is very positive advice to give when the other contractor is threatening that my credit will go down if I do not respond.
I asked her for a reference number for our phone call so that I am not held responsible for her telling me to "ignore their call", but she would NOT give me any information for my own safety. She just dismissed what I asked of her and ended the phone call.
Clearly she doesn't respect the private contractors nor does she respect the customers who are calling in concern.
I give the VP's assistant 5 stars for her help & concern. – Contact the Assistant to the VP she is very helpful and concerned about the company's customer's and their concerns. Trust me she will talk to you and take care of things for you.
Richard Fox Vice President Customer Services
762 W Lancaster Ave
Bryn Mawr, PA 19010
No Apologies – Just received 11 months of sewer bill at once due to their oversight. Of course the massive bill is due in a week and a half. Thanks Aqua. When I called to have them explain the bills to me (I received two sewer and two water within a week) they were not at all apologetic. No apology or appeasement for customers, for something I would consider a big mistake and now an economic burden. Of course there is only one water provider so we're stuck with Aqua and just have to pay the bill. A very expensive water company with many unnecessary fees. Sewer bills seem exceptionally high as well, costing more than half of what our water bill is for four adults. If only zero stars were allowed...
Aqua says I'm using 100,000 gal of water a month – Aqua changed my indoor meter in Nov and ever since, they are saying that I am using 100,000 gal of water per month. My bill went from $24 to $960. I have no leaks and have contacted the PUC. Now, Bucks County Water and Sewer is saying that I have to pay them $500, because that water went down the sewer. That I have to prove that it didn't and until Aqua tells them different, I have to pay. Aqua won't send anyone out to check................so frustrating. Aqua is HORRIBLE!!!!!
Bogus Billing!!! – I have never used Aqua PA's services ever before, but am receiving a bill from them. Hmm very interesting, don't know how that works. Well from all the comments below, I am really looking forward to contacting customer service & most likely getting nowhere. Sounds like a rip-off to me!
Customer Fee???? – Did you know that you pay a fee for being a customer of Aqua PA. I want to know why I'm being charged a customer fee every month of $15.00. This is over and above my usage cost and all the taxes. They certainly have you over a barrel because you have no choice of companies to use.
I used to pay $35 for 3 months. Now I pay $39 for 1 month and $15.00 is a customer fee. What a rip-off.
What a Rip Off!! – I wish I could rate Aqua America with negative stars. Aqua America has the worst customer service I have seen.
Because our builder didn't cancel their account for the water service to our residence, Aqua America would not allow us to switch it to our name. They wouldn't let us pay the builder's bill for our house or anything. They were uncooperative and unsympathic to the fact that we couldn't get in touch with our builder. When the builder didn't pay our bill, Aqua America cut off our water service. When we contacted them to get it started, they wouldn't work with us at all. They needed forms from the builder, etc. When we finally got ahold of someone that seemed like they gave a darn, she asked us to send our application directly to her and she would get it turned on "in a day or two." When the water still wasn't turned on, we called. They said, "well, we need proof of your closing to know when you were responsible for the water at this property." What?!? First, couldn't you call us to let us know this two days ago? Second, shouldn't you tell people this is a requirement with the application. As it turns out, no one else had to do this; just us. Now, we have to wait for two working days, which lands Monday (so we get to wait over the weekend too) to hopefully get water. What a crock of crap! Avoid Aqua America at all costs. As much as they charge, it will pay off to drill a well in just a few years anyway!
We have talked to many, many people at Aqua America, and we have experienced belittlement, swearing, attitude, and multiple hang ups. While I usually say employees like this aren't good representations of their companies, I would have to say that of all I have learned of Aqua America, these types of disrespect are a perfect representation of Aqua America.
On another note, anyone know a good well digger?
Home Water line Insurance Scam – AQUA PA keeps mailing me brochures touting the
" homeowner's water service line insurance" from
Home Service USA Repair Management Corp (Home Service). The brochure states that Home Service is not associated with AQUA. If that is so then why on earth is AQUA spending its effort and postage stamps in trying to promote sales for Home Services? Something funny is going on here.
The Vice of Public Utility Monoply – Monthly billing instead of quarterly billing. Which allows monthly service fees.
No way to pay online or by credit card without being charged a fee. Mailed check is required to avoid that charge: the stamp and the envelope is cheaper than the fee for using an online check or a credit card. More paper and waste! Or a trip to a payment center with the wasted gas and the FEE for doing that!
Can't get an account balance and review of payments online either. Put in user name and password: get a rejection that these are wrong. Ask for the cofrrect username and password to be sent to Email: nothing ever comes. Tell that to representative on the phone and the reaction is "so what" disinterest. In short, the Website doesn't work for customers and it seems that Aqua doesn't want it to work. Or doesn't care whether it works or not.
Service is in PA. But the billing center for posting payments is in Newark, NJ. Takes three days do get snail mail there and another day to post a payment. WHY? That is, if one can get into one's account to find that out. Since the phone line is always busy and one is told to call back another time, it's almost impossible to find out when payments have posted.
Payment arrangements for past due balances to help low income customers clear up an account? What a joke! There's a set charge per month based on past usage PLUS the current monthly billed amount which is due. In other words, "pay us in advance for what you haven't used yet plus what you have used." That's not a payment arrangement to help out low income customers get current. That's a collected deposit towards future use plus the current usage amount being called a "payment arrangement." As if someone won't notice!
Customer service: well, there isn't any. And three times out of five, calling the AQUA number gets one a message that the phone traffic is tied up and the call is never answered. Directions are given to call back another time. The rates -- and the revenues to AQUA -- go up and the service goes down!
Nowhere else to buy water. We're stuck! LIke everybody else who is forced to buy from AQUA!
Let's not kid ourselves: utility monopolies have political power and clout to do what they do and the PUC isn't going to respond to complaints. Any more than AQUA is going to respond.
Can Everyone Say Monopoly – First of all, I am not clear why we don't use Lake Michigan water. I live in Illinois. Most people in Illinois use Lake Michigan water. I don't appreciate having no options when it comes to my service provider. In addition to that their service is terrible. As far as customer service, it seems like they just roll the dice and tell you whatever shows up, because no one tells you the same thing. The representatives are not knowledgeable and the water quality sucks. My water tastes like rust. I end up buying bottled water to drink because I can only use the house water for laundry, washing dishes and bathing. I can't believe I am paying such high prices for well water. They made a billing error which resulted in my water being shut off. My bill was paid and they could not 'find' the payment. My water was shut off before I even got the next bill. Customer service was not accomodating and acted like they were doing me a favor in talking to me. I had to wait for 2 WHOLE days before they turned my water back on, even after they told me it would be on the next day. I called the emeregency answering service. They are just as rude and ignorant as the day representatives. The 'on-call' guy was dismissive and said that I would need to call the office in the morning. Thankfully, I live in a state where the water is usually supplied by the local municipality. This means that we should have OPTIONS! How is it that my city has allowed this out-of state company to monopolize our water supply. If EVER another option becomes available I am ditching aqua like a used Kleenex. Aqua is the worst, most expensive water service ever. I refuse to take this type of treatment laying down. I am in the process of organizing a petition for residents in my city to sign to request other options for service providers. It is catching on quite well. Perhaps this can be a solution to those of you who are feeling trapped. Perhaps if does not accomplish getting a new service provider, it could make Aqua pay notice to their customers. Good luck everyone.
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