The following is a letter submitted to TLS which was sent today to the Amercian Water Company: Good afternoon. I wanted to bring to your attention a rude surprise that my family and I experienced today. On an excessively hot summers day our water was suddenly turned off with no advance warning whatsoever. With most of my kids home off from school along with an infant and a two year old, it has turned into a really miserable day.
I called the water company and was told that I was a couple of weeks past due on $152 which I paid immediately. I wasn’t 6 months late or 3 months late, it wasn’t $1000 or $500 it was $152 a couple of weeks overdue.
I didn’t receive any warning or even a courtesy phone call telling me that my water was going to be shut off. As a matter of fact the guy who was shutting it off didn’t even have the decency to knock on the door and say “Mister, I’m here to shut your water off.” Boom, it was turned off with my wife in the midst of washing dishes, no less. I find that despicable and ruthless to say the least. To turn the water back on I was told “it”can “happen” anytime between now and day’s end.
In the meantime my family of seven is trying to cope with no water and trying to make do with purchased bottled water as a substitute (my two year old spilled an entire bottle of chocolate syrup with no water to clean it up and my other kids are begging to have the kiddie pool filled up).
Many of my neighbors have been complaining about American Water in the past and now I inherently understand why that’s so. Being a businessman, I fully understand that that you want to be paid for the service that you have provided, but as a business and especially a utility that provides a basic and vital ongoing service there is no excuse for this horrible customer service that you have perpetrated on me and my family. You are a virtual monopoly and therefore the customer has no choice whatsoever but I think its time to revisit the deregulation of the “water supply” industry.
As I send out this email at 1:30 PM my water is still turned off. I look forward to what type of justified response you can possibly have. Thank you for your time.