Business ProfileforIndiana-American Water Company

I have never had to do business with a company that is harder to work with, less convenient, and less considerate of its customers. The water service line from the water main to my house sprung a leak last January/February, resulting in a bill of over $1,600. We got the water line fixed, ended up still paying over $1,200 after fighting for some kind of discount tooth and nail, and our water bill had been normal ever since. Cut to this February and another whopping bill, this time over $1,700. I couldn’t believe it. I was ready to call the contractor who installed the service line and let him know his work was shoddy. I put in a request to have a technician from the water company inspect the water meter. Lo and behold, he came and discovered that the water company had estimated my bill based on last year’s astronomical one due to the leak instead of getting an actual read on the meter. They overestimated my bill around 475,000 gallons. The technician was personable, understanding, and willing to take the time to be thorough and explain the situation. He has been the ONLY positive aspect of having to deal with American Water. Before leaving, he uploaded his notes to my account and advised me to call in and have them correct my bill. I called in and, per the usual, received atrocious customer service. The agent sounded like they’d rather be absolutely anywhere on earth than fielding this phone call. The only answer I got after she “reviewed” my account was that it would take 20 TO 30 DAYS for my bill to be reviewed and corrected. I’m sorry, but in an age where I can get a chat AI to write a full movie script or fix SQL code, how can the “process” for subtracting the actual number of gallons used from the estimated number of gallons used and multiplying that by the price per gallon take a month? If that’s the case, then you need to take a long hard look at your process and give it a complete overhaul. (to be continued)