West Virginia American Water

American water in WV is the most disgusting company. They have a monopoly in my area. They were horrible to deal with when we had a leak. The even more horrible when we had to set up a payment plan to pay back 7 or 8 thousand dollars the payment plan was not set up correctly by there customer service representative. We found out that is was not correct when we received a shutoff notice. We had to take a loan out to pay it off. We have tried to call billing and have been to that they were looking into it and would call back and of course no return calls. There is a gentleman on oakridge with an active leak. He was told that he had to purchase a part and he did. Called them and was told they would not replace it and he has been denied access to the meter housing to fix it American water has obtained a lawyer to keep him from having it fixed.

If I could give a lower review I would. They installed a new meter for my neighbor, turned mine off while doing so then caused damage to something around the meter, impacted my meter making it offset while laying gravel as seen in the photos. I hope these Monopolies like American Water and waste management are broken up

The people that answer the phones there are nice, but I've had an overall bad experience with them. There was a water main leak damaging my property. They denied responsibility for weeks before fixing it. This involved me having to call them dozens of times to complain. Meanwhile, the damage continued. Very poor overall.

We used to live in Hamilton County, TN before moving to Charleston WV. Our water bill was $10.00 a month. In 20 years I don't remember a single time losing our access to water for ANY reason. I've lived in Charleston area for less than 10 months. In that time I've lost access to water on several occasions including a time period where we had to boil our water for 2-3 days because of the contamination. I've also had BROWN (Feces colored) water on at least three occasions. I have NEW pipes from the road into my house so I know it is a them problem not a me problem. I also PAY 10 times more for water/sewer than I was paying in Tennessee. NO JOKE. 10 TIMES. My water/sewer bill here is just at $100.00 a month here. THEY MAKE ME FEEL LIKE I'M LIVING IN A THIRD WORLD COUNTRY. IT'S ATROCIOUS! NOT ACCEPTABLE! AND YET, ALL I CAN DO IS PITCH A FIT ON GOOGLE BECAUSE THEY ARE JUST THIS INCOMPETENT AND NOTHING I SAY IS GOING TO MAKE ONE IOTA OF A DIFFERENCE TO THEM! Less than two weeks ago I had feces water and now again today. UNACCEPTABLE!!!!!

0 stars. They come in middle of the night on a weekend and cut me off without notice. They then tripled my bill and tried giving me BS saying it was against district policy to cut it back on same day. Teying to say that the city of charleston wont let them. And they lie and say they cut it off during business hours on the 16th but yet they cut it off on the 6th? And they claim I used 200 gallons of water when I haven't had water!

Today our water went off, no warning text no boil water advisory, this has happened numerous times in the last several months, its brown for no reason, the fees we pay are out the roof but the quality sucks, when you call noone knows anything, psc notified an nothing there either, we deserve a lot better than what we are givin, remember the water crisis? Its been goin down hill since then, shouldnt have to buy bottled an paying high bill too, get it right wvmwc!!!

This morning, my water was turned off. Then I call customer service and they let me know somebody used incorrect address to open for his or her water. That his or her incorrect address is my address. So they turn off my water today and opening it again on another day. I have 2 month baby in my house, so we really need water. I was trying to ask them open water again today. But they said the soonest is tomorrow. I pay bill on time every month and do not do anything wrong. But I also get water turn off

Very bad business and services. My family and I were placed here in WV by Veterans Affairs. We were told that this company is known for being difficult to work with. We immediately contacted this company to begin our services. We kept getting the answer “we can’t give you a certain time someone will be there to turn your water on”. By law they have 72 hours to turn water on. It’s been 6 days for us….this is truly an awful experience. We’ve not been here long enough to even be considered residence yet and are already moving. We remained calm and patient while waiting for someone from here to help us with this matter. Every answered phone call on there end met us with a tone of annoyance, sighing, long pauses (we thought they hung up) and even raising their voice to where we had to pull the phone away from our faces. So much for “American Water”. You guys don’t even serve “American Veterans with decency.

Rate hike- and the customer service is horrible. I called because our water bill at work doubled in a 1 month period. I called on 02/15/24 to asked about having meter checked. The lady was very nice and said they have been doing that alot with the work being done in Kanawha City. The road crews have busted a number of lines. She looked at our bill and said, it sure had gone up. It has doubled. She created a case and said somone would be out to check the meter and let me know what they found out. today is 03/11/24 and I had not heard from anyone. I called to check on the status. The case had been closed on 02/21/24. Unfortuantely, I did not get the same nice lady this time as I did on 02/15/24. This person said the notes on the case said the meter is accurate and we must have a toilet running. I wanted to know why no one had followed up with us the day they were here. She said the issue is on our end and not their responsibility. WVAWC- Use some of the rate hike to train our staff on customer relations. I know you are a monopoly, but that does not give your staff the right to be rude and unhelpful. I can confirm there is no running toilet in our building. I actually had a plumber come and check all toilets and fausts in the building before making the call back on 02/15/24. I guess I have to wait until I get the next bill and see what it says, when nothing has changed. I am betting the bill magically goes down this month when nothing has changed in the building. Which would mean it was the meter, but how does a citizen know for sure. Fingers cross that the bill goes back to what it was historically and this one can be filled under- Crappy Customer Service.

So my grandmother got sick and had to go to the hospital and then had to go to physical therapy for a few weeks. She is 84 . She had a running leak in her bathroom right when this happened. So we get a bill with obviously an outrageous amount they wanted to be paid. We talked on the phone and said they would come to a payment plan to help. Ok that's fine we can work with that. They made sure to say nothing would happen this week as long as some payment went through. So today at 3 o'clock they decide to shut her water off and say it can't be turned back on unless the 1000 dollar bill is paid in full. This is the absolute worst thing they could do to someone especially at her age. I hope they realize that they are pieces of trash to do that. AFTER saying that on the phone the day before

Probably the worst water company I have ever had to deal with and I have spent most of my life in a 3rd world country. Customer care is unprofessional, rude and will lie straight to your ear just to dismiss you from the phone call. Completely not consistent with a 1st world country services. Dealing with this water company was one of the main reasons I left WV. Consider this a zero star rating.

Just had one of their field reps named Charles come to my house here in Danville claiming I had a leak. Rate doubled in one month. Blamed it on a leak and then stated he didn’t want to argue the matter as if he knows my house better than me. Sucks that this is the only company in the area. I’m about to have a well dug, because these guys have substandard service. -5/5 stars.

Raising rates 40% in the state where you were responsible for a chemical leak that exposed nearly everyone in the state to poison. Deplorable.

To be honest, I've never had an issue when I've had to call or deal with them, so there's that. They keep the water running .

Hard to trust them after the water crisis though. Makes you think.

Came and shut off water at 2pm on Friday for emptieing my hot tub.was told at 3pm when I called I was told I'd have to wait till mon the earliest. Absolutely ridiculous to have my water shut off for no reason and to be told it would be 3 more days

Called for new service. Was told they would be here between 8-5 on Thursday. Called Friday morning and was rudely told that was service date was now Friday from 8 to 5. It’s now 1:30 and still no water. I paid an 85 dollar deposit for sewer as well. They want their money up front but you just have to wait until they feel like turning it on. Very poor service.

If this a government funded company, How do you not know where your employees are? How does a 30 second, flipping a switch procedure take 5 days to do? Yall have the easiest job and cant even do it. Charleston needs a competitor immediately this company is a scam. I would happily take my business elsewhere if i could

Anytime I have a problem I just call and ascot like the person in the other is my mom or dad and am really polite. They have answered even have sent people out multiple times because my bill was wayyyyy to high.

They told me that I had to wait for a 12 hour window from 7am-7pm for someone to come by and turn on my water. Waited the whole and didn't even get a call that they moved my appointment to the next day after confirming with someone on the phone that someone was definitely coming today. Now I'm told to wait for a 9 hour window between 7am-4pm. This is what happens when people have no other option except moving to somewhere else.

Any one selling gods water at the rates they are. O boy your not getting ice water at when you get to heaven's gate. Even put a master lock on it. Money over life. Over rated and under worked.... Wont even walk to the door and tell or say anything. This companys ss a bunch of thiefs..

I think people are just mad at this company because they hate paying for utilities.
I reached out to them VIA facebook to inquire about a leak refund request. They got back with me in 24 hours and sent me the form to fill out.
Filled out the form, and emailed it to them with photos and an invoice from the leak repair and within a week had a $400 credit on my account. Easy peasy

They are crooks. My water bill this past month was 2.5 times more than usual and we haven’t done anything different. I even checked my toilet to make sure it wasn’t leaking. They sent a technician to evaluate and he did not detect any leaks. The “answer” to my increased bill for no reason was to wait and see if the next month will also be high. If it’s high again, they will evaluate my meter. Absolutely ridiculous that no one can give me a valid answer.

Dealing with them is absolutely miserable. Trying to get someone out to connect water in my new home has been like pulling teeth. Was told by a supervisor they’d finally be out first thing this morning. It’s 1 pm and still nothing. They could care less if you have children at home.

You’d probably be better off digging a well and fetching the water yourself. Third time in under two weeks I have no running water. I’d give zero stars but that’s not an option. Since they have a monopoly on water, they could care less about the service they provide. As you can see in the photo, my faucet is on full blast and the jug of water I’m using to brush my teeth this evening. Never thought I would have to worry about running water living in America. I’m not sure how these people sleep at night.

EDITED: nearly a year later our main lines are getting completely replaced! Here's to hopefully a main break -free winter!!

It's a fight to get these guys out to fix main breaks in my Charleston neighborhood. They always tell me it's "weather runoff" when I call as if I don't know where normal "weather runoff" is and what it looks like in my own neighborhood. Eventually they finally fix it afyer days or weeks but I shouldn't have to pull teeth for my utility company to come fix leaks in the main pipes affecting my water quality and pressure, and creating HAZARDOUS icy roads in the winter.

Illegal practices and terrible service. Disconnected at night for a one week late payment and paid right away. We live 3 blocks away from and have been waiting all day at home with a baby for them. They've been en route since 8am to reconnect us. They are very quick to disconnect without 24 hr notice but will take several days to reconnect you after charging a reconnection fee. Sad.

"The utility must give you a written notice and cannot disconnect the water service sooner than 10 days after mailing the notice.

If your service is being terminated for non-payment, a utility must attempt to make personal contact with you at least two times, at least 24 hours prior to the scheduled termination."

We supposed to have my water turned on Friday as i was moving into my home. But my family of 5 is still currently with out water bc the company can not prioritize properly to tale care of its customers in a timely manner. If I wasn't forced to use this company I would be taking my business elsewhere.

I despise American water, had a leak and sent in all the information and receipts so they could adjust my $170 water bill and they never did. It’s me and a baby in one home and my water bill is always outrageous. Crooks just like AEP they know you’ll pay it bc you have to have water and electricity.

Always great customer service. Employees are professional and work all hours to make sure customers get back in water as fast as possible

Can not get ahold of them, had a 50 minute wait on the call and when we got ahold of them they said they would give our number to them to call later on which has yet to happen. I understand because of covid and the power outages in my area they are slow, but we have a leak that raised our bill $200. We are in need of a phone call immediately.

rude unhelpful lazy customer service
been trying to help my stepdad get service at a new rental and they're trying to charge him for the people "squatters" that were staying there before he moved in
they're literally treating him like one of the squatters, not taking him seriously and just basically telling him there's no possible way to turn it on
WOW SMDH really wvawc

Day 2 of trying to get water service turned on to a house I just bought. Everyone agrees it should be turned on but apparently no one on the phone can force the St Albans folks to actually drive out and do it. Their window is 7am - 11pm. But they still can’t meet it!

A main break occurs in our area every couple of months. Each time we get a boil water advisory during a pandemic no less. Each time we have to wait days to use the water. Fees keep going up but infrastructure is still faulty. When you call you get a customer service rep with an attitude. You can only boil so much water and when it’s 90+ degrees outside boiling water heats up your home which then raises your electric bill. Terrible company and terrible service!!!

Since last fall 2019 I've been asking for copies - hard copies of bills that I never received. I had "accidentally" been put on electronic payment. Something I did not agree to. All I asked was to have a bill mailed to me every month and for copies of the 2 months that I did not get in the mail. I've called several times and mailed a letter to main office...NOTHING

In the past 6 weeks the water has been shut off for breaks and "scheduled maintenance" three times. I have been under a boil water advisory for over 60 hours. This is during a pandemic. It is difficult to boil enough water for everything . Their website is no longer showing the information about the break and boil water advisory for my area but when I call to see if it was lifted the boil water advisory they say no. This is very frustrating.