American Water Avis 

American water made us pay $6,000 in water we have not used but leaked. When we spotted the leak, only 2 weeks after it started and became visible in our front yard, we called our insurance and had the leak fixed right away. However, American Water is making us pay 217,674.5 gallons of wasted water from a leak we were not aware we had. We are paying that amount in two payments because they were not able to extend payments to make it easier for us to pay. They even redirected us to agencies that might be able to help with $500 to which we did not qualify either. We are paying but we are very dissatisfied because agent and manager were not able to offer a proper solution for cases like this. The agent on the phone even said that if we "own" a house we should expect scenarios like this.

Customer service is terrible. They have a very old and non-functional robot when you call and it can't help you. Company is only good at accepting automated payments.

first they added protection plan I did not want the bill is always going up this month I topped off my 27 foot round pool my sewer bill went from 50.16$ to 182.90 $I called the company because before the older co. took off for topping off your pool they said they don't do this this water does not go into the sewer the lady said I could have someone come out to make sure there were no leeks tried to tell her I just had that done no leeks it should never be that much difference

The website tells me to use the Chrome browser while I AM using it. Certain features are unavailable and sometimes I simply can not log in.

In December 2024, American Water had customers reporting turpentine like smells and water color issues hours and hours before they sent out an alert to residents that there was any possibility of a concern. At first when reports came in they said they hadn't heard anything, there was no concern and everything was fine. About 12 hrs later residents got phone calls stating alerts. Each day since then we haven't gotten any answers. Today, Dec 23, 2024 we are still being told nothing. They say the water meets regulation standards and everything is safe. If you wouldn't drink turpentine then why would you drink water that smells like it? They should do more in depth testing, different testing to actually get to the bottom of this. Clearly, the public knows that water should never smell or look like this. But the company wants to tell us it's safe? This is unacceptable!