Arizona American Water American Water- Surprise, Arizona Turned Off Water Before Bill Was Due In 110 Degree Arizona Weather And Charged $70 Reconnect Fee Surprise Arizona

I own a web design company and have had hundreds of satisfied customers over the last 4+ years without a single complaint. Throughout those years I had a "A" rating with the BBB. I had built a website for a customer, she was extremely happy with everything but wanted me to re-do the website every 2 months for "free", which I refused. (It was not in the contract). So, I built her another website and added some videos all at no cost in hopes that would make her happy and she was extremely happy but wanted me to update those sites too every 2 months at no additional cost, which I refused again. Now she wanted to cancel everything after having those websites for almost a year plus a "full refund". I  refused to give a refund after all the work and money I put into trying to keep her happy. So, she filed a complaint with the BBB and because I wouldn't refund her I was given a "F" rating. A "F" rating after my blood, sweat,and tears was put into this company to get it where it is today, over 1 stupid complaint with a irrational customer. Now when potential customers research our business and see the "F" rating with the BBB, even with all the positive reviews everywhere else, they go somewhere else.

   Irronically, a competitor and those with similar businesses maintain a "A" ratiing with many complaints that have been in business for shorter period of time. I wonder how much money they're paying the BBB?

The bottom line is we're all humans that make mistakes, okay so I was a day late in getting my payment in, but shutting it off the very next morning? when it's 110 derees outside? You don't think I can afford the 5 bucks for the day or 2.  You have to run and shut my water off. You are the only utility company that acts this way, in the 5 different states I've live in. Not APS, SRP, Century Link, City of Phoenix , Southwest Gas etc. Just American Water!!!

American Water goes on and on about how their customers are their #1 priority, we'll I haven't seen it yet. All I ask is for American Water to be more appreciative and merciful to their customers, who have gotten them to where they are in the first place.

I appreciate the opportunity to respond to this customer's concerns and clarify any questions about the situation. American Water makes every effort to make our processes and any fees charged clear to our customers. Customers are only disconnected for past due or "prior" balances. All monthly bills issued include a "Prior Balance" section located at the top of the body of the bill. This section includes the balance from the previous bill, any payments received from the date the previous bill was issued to the date the current bill was issued, and the total prior balance still outstanding, if any. Due dates on bills apply to current charges only, any past due amount is due immediately. All bills that include a prior balance include that statement, as a reminder to our customers. Because past due balances can result in disconnection, American Water always sends a notice to customers who are at risk of being disconnected. That notice is issued at least 2 weeks in advance of any action being taken. It notifies customers of our intent to disconnect and provides a final date by which the outstanding past due charges must be paid in order to prevent disconnection. Unfortunately in this case that appears to have resulted in some confusion regarding the due date. The June 4th due date applied to the current charges, while the June 2nd date was the final date to pay the past due charges to prevent disconnection. Since those charges remained unpaid, disconnection occurred the following day, on June 3rd. The additional $70 required was for disconnect and reconnect fees, which are standard fixed fees of $35 each during regular hours. Fees are set based on an analysis of the overall cost of performing an action, which includes administrative costs, technical costs, and the cost of making additional visits to an individual property. A listing of all current miscellaneous fees and all water, sewer and garbage rates can be found by visiting the City of Surprise website at www.surpriseaz.gov and selecting City Departments, Finance Department, and then utilities. American Water is the billing agent for the City of Surprise. To discuss these concerns in more detail, we can be reached at 1-888-300-3569. Representatives are available from 6am - 10pm Monday - Friday and 8am - 4pm Saturday. Our call center is local to Surprise and all representatives are very familiar with the area, rates and standard processes.