The American Water Company
Reviews and Complaints

A representative came to our house and assured us that they would fix our water system, ensuring that we would have clean and safe water. However, after less than two months, the Oklahoma State Inspector discovered high levels of bacteria. To make matters worse, we noticed that our Iron Boss filter was no longer functioning and the light in our Ionic filter had gone out. As a result, our house water now has a strong sulfur odor, which was never an issue before. We have been trying to reach out to them for months, but it was only recently that we received a phone message stating that for an additional $3400, they would attempt to resolve the problem. We simply want our water to be clean and safe again.

The water company is basing reimbursement off a yearly doubled average even though the representative sent to me told me it was a three month overview. My bill jumped from averaging $100 to $260 and was told I'm responsible for twice the amount of water I used. They said the only reimbursement we get is $9. We are responsible for double the yearly average. So after the adjustment it's a $9 rebate. Also, it's not a three month overview like the guy told me. It's only two months, but they average that into the last year and whatever the average is, they double that and we are responsible for that. So after our doubled average, they only dished out $9. I just drove to the office to raise hell because the person I was on hold for (an hour long wait) answered the phone and didn't know she answered and was driving around. I could hear her conversation in the background. This is highly unacceptable and inappropriate. Why am I being held accountable for hypothetical water that I don't use?

I made a big mistake by letting my kids convince me to get a water softening system from The American Water Company. They promised that our water quality would improve, but that turned out to be false. I can't even drink the tap water in Tulsa and have been forced to buy bottled water. They assured me that if I bought their system, I wouldn't need to do that anymore. What a lie! On top of that, I have to pay a whopping $150 every month, with $100 of it going towards interest. I'll be stuck paying for this system for years to come.

They also told me that I could easily find sodium-free pellets for the system anywhere in town. Well, surprise, surprise, that was another lie. There's not a single place in the area that sells those pellets. I couldn't even find them online. It seems like all the pellets available contain sodium. So, I'm still stuck buying bottled water because I can't drink our tap water.

To add insult to injury, they promised us a free gift once the system was installed, but we never received it. It's been about a year since we got this system, and I have to say, it's been one of the worst mistakes I've ever made. Please, don't make the same mistake I did.

We bought a $3500 water system 2 years ago. They said no maintenance needed. They installed it and we thought we were good until last week when I smelled mold under my new cabinets. We found a leak from the r/o. We called American Water and they came out. They said it's a $139 charge. The guy said the leak has been happening all along because their installers forgot to put an O-ring in the connection. I called the company and said it's their fault for not installing it right. I shouldn't have to pay for the service call. They said tough luck, I still have to pay because they have to pay their workers. The guy then asked when we last serviced the system. I said we weren't told we needed to. He said we have to do it every year and it's at least $300+ each time. So now, we have ruined $10k cabinets and a water system that will keep costing us hundreds every year. I wouldn't recommend this company.

I would of given this company 0 stars if i could. This is the most unprofessional company I have ever dealt with. All they care about is getting customers to sign the contract that locks them in, then the customer and their needs fall to the wayside. I purchased an RO system for thoudands more than they cost on Amazon (and not any better quality) and it came with a natural soap package to utilize with the RO water. The rep had old scents that smelled terrible when he did the demonstration so he told me he would get me fresh ones to smell and choose for my order...he NEVER did. I finally randomly selected scents from the soap website 3 MONTHS AGO and now cannot get ahold of anyone to get my order. I have literally called 20 times the last 2 weeks and it goes to VM and nobody ever returns calls. I only decided to purchase from this place because my friend worked for them and was in a friends and family competion to win extra money (she did win) but the owner decided not to pay her what she had won, and they were very shady to her as well but that is a whole other story. She quit shortly after working there because she saw how unethical the company was and how they didn't care about their customers at all. (DO NOT WORK FOR THIS "COMPANY") my advice to anyone out there that comes across this business, run the other direction, AS FAST AS YOU CAN!

We regretted this decision from the first month it was installed. It caused an overload of our water lines if we ran the dishwasher, washer, or showered. We had to change the settings so it ran during the night so that we wouldn't be doing any of those things. We should have done research about comparable systems for a tiny fraction of the price. Which is completely our mistake, and we have learned a valuable lesson from making a quick decision without being educated. We originally told the saleswoman no, because we had plans to move/buy a new house in the next year or two, and that was a large amount of money to spend if we left that soon. She stated that it added value to the home if we decided to buy it and move. And that if we decided to take it with us, they moved it one time for free within 50 miles. We knew we were going to be moving within 50 miles, so it helped push us back into thoughts of purchasing if we could take it with us. *** forward 2 years, and we have moved to our new home. We called to schedule the move and they tell me it is a $1500 fee! I told them what was told to me before buying, and they stated they would pull my contract to see if that "Special Offer" was added to my contract. Of course, it just so happens to "Unfortunately Not be in the contract". So they couldn't stand by it. I was never told it was something special. It was said to be what was included in the purchase. I would have never purchased it without that offer. They said they would talk to the owner to see if they would make an exception. The owner apparently said that they couldn't because if it isn't in the contract they aren't obligated, and that I could have just made that up and called to get it moved for free. How would I have known those specifics about an offer that they do unless it was told to me? I'm not a mind reader! Obviously, if I tell them exactly what was promised and it matches something they actually say/do, then someone from their company did offer that! *** line, even though they are a "Local company" they don't stand by their words and you can get a great water filtration for a fraction of their "Moving fee"! They knew what to say to get the sale that night and made it seem like it was standard procedure to move it, and I should have made sure. Again, great and expensive lesson to learn for me and my family!

I wanna talk about The American Water Company. So, I gotta say, I had a bit of a problem with them. I've been tryin' to cancel two contracts with them since September 2022, but we just can't seem to agree on anything. And the worst part is, we haven't gotten any product or services from 'em for either of those contracts. It's been a real hassle, ya know?

I got sewer line protection from American Water. They decided not to cover my repairs and instead settled with me, so I had to pay for the emergency repairs myself to fix the urgent problem. According to our settlement agreement, I should get a check within 4 to 6 weeks after they received it. They received it on July 15th, but it wasn't processed until August 5th. This delay has now pushed back my timeline by an extra 3 weeks, and I have to wait for a $20,000 reimbursement check from an insurance policy that should have initially covered the repairs. I can't get a clear answer from American Water about when I'll receive my reimbursement, and they won't even give me the contact information for the person handling my claim. They just keep redirecting my calls to surveys and making promises about callbacks that never actually happen.

I bought a $10K water system from The American Water Company at ***h St. in Moore, OK. They said this water system would be maintenance free, last a lifetime, and take out the Sulphur from our well water. But none of that happened; the system needs constant maintenance and doesn't remove the Sulphur. The old Salesman ain't there no more, and the new Salesman, Rolf Davis, says the system won't get rid of the Sulphur. He says we gotta get the Iron Boss system to get the results we want. The American Water Company won't replace the system they lied about, and they wanna charge even more for the Iron Boss system we need. I think they should either give me my money back or give me a new water system that actually does what they promised, without charging me extra.

Questionable advertisment. They sent out a card sayin' you can win one of 6 prizes with a scratch off game on the front. You scratch off 5 circles and on the back, it tells ya the "winning hands" and the prizes next to 'em. So ya think the prize next to the winning hand is what ya win, right? Nope. When ya call to claim your prize, they tell ya to read the red print that says the order of prizes don't match the order of winning. Then they want ya to schedule a presentation at your house for water treatment just to see what ya actually win. I had to sit through a 3 hour sales pitch for overpriced water treatment and all they offered me was a $5 scrunched hose that they say is worth $27. It's probably legal, but it's real shady and not right.

I manage properties for Ryuhei and Mika Kawada in Japan. They instructed me to file a complaint against American Water. On 10/16, we received a notice from American Water about an outstanding sewer fee of $4,582.33. The notice was sent to the Kawadas' address, which is also the service address, yet they don't reside there; it's a rental since 2015. No tenants reported bills from American Water prior to 10/16. I requested a full billing history from American Water. On 10/19, they emailed an Account Summary showing charges of $114.16 monthly from 5/4 to 9/21. I then requested a complete billing history starting from a zero balance. Customer Service promised a response within 48 hours, but failed to follow up. I contacted them again today, waited 20 minutes, but to no avail, prompting this complaint.

So, this guy from The American Water Company came to our place and started talking about this new water filter thing. He tested our water and said it was all messed up. He suggested a specific system that sounded pretty good, especially since he said our water was contaminated and we were worried about that. He told us the price and said he would check with some lender to see if I could get approved for a loan. He was in a hurry, rushing me to complete the loan application on my phone. I just wanted to know if I was approved or not, but he already pressed some buttons on my phone and said the job was done. I left my phone with him because it was asking questions and he was helping with the application. The loan company sent them the money, but then we changed our minds and wanted to talk about it and call them back. I called their office that night and left a message for him, saying we wanted to cancel the order and wait. On the contract, it says I have three days to cancel by signing and sending it in, which I did. But now, I can't get my money back and nobody is calling me back, even after leaving several messages. The lender is Green something, and I think they've pulled this kind of thing before. I really need them to give back the money they took from Green something.

I had an appointment for water services with The American Water Company. They scheduled me for 10 days later, which was quite a long wait. On 12/16/2022, the day of my appointment, I requested to be notified before the technician arrived so that I could be at home for the service. I kept checking throughout the day, but there was no sign of anyone. At 5pm, I called their offices and they told me that someone had already come and gone without notifying me. I was not happy about this. The person on the phone apologized and admitted that it was their mistake. They promised to send someone for an emergency start of services and assured me that they would arrive before 8pm.

So, I patiently waited from 5:10pm to 7:45pm, hoping that a technician would show up. Since no one had come and it was getting dark and cold, I decided to call again. The woman I spoke to at around 7:44pm to 7:48pm was extremely rude. She blamed me for the service not starting that day, claiming that I had refused "liability" during a previous call. This was not true at all! She started talking over me loudly and then suddenly said, "I can't hear you, there must be a bad connection." She put me on hold and never came back to the call.

It's absolutely ridiculous to wait for 10 days for a service and then have no one show up, only to be blamed by a rude technician for something that wasn't my fault. I am very disappointed with The American Water Company (***). If I had another option for water services, I would definitely choose them over this company.

On May 3, 2022, a salesman from The American Water Company, ***, sold me a Maytag AP Water Treatment System. It came with a water softener and a water filtration system for the sink. They also did a whole house flush of the water. I paid a total of $12,998 for these services. I gave the salesman a check for $996 as a down payment. I signed the contract for the amount mentioned earlier, and the salesman said he would mail me a copy of the contract. But, I still haven't received the original contract. All I got was a photo of the signature page of the contract sent to me by email. He also suggested that I take an interest-free loan for this amount through an independent investment company. However, when I received the paperwork from the investment company, it showed that I owed $25,000 instead of the agreed-upon $12,998. I tried contacting the salesperson from American Water Company multiple times, but he doesn't respond or says he can explain it to me and that the amount is still $12,998. So, I reached out to the outside investment company. They informed me that they paid The American Water Company $25,000. Whenever I call the headquarters of The American Water Company, I only get voicemail with no response. There's no way to actually speak to a real person there. The investment company is also trying to contact them, but they haven't had any luck so far. Here's what I need to be resolved: 1. Sort out the overcharge issue with the investment company. 2. Obtain a complete copy of the contract, including all services and guarantees. 3. Get an explanation for the lack of response.

Before moving to a new state from my hometown, I made a down payment and have an agreement with The American Water Company for a solar panel system for $28,875.00. I sent a check for the deposit of $8875.00 on May 27, 2023, and have made 4 payments of $238.90 to date. The salesman also signed a contract for us for a water filtration system, which we were interested in getting, for $29,994.00. I was told there were no payments and no interest for the first year, which was true for the Water Filtration loan but not for the Solar System loan. After moving, I requested the solar engineers to evaluate our property before starting the build. They did not contact me nor come out. When I followed up, I received no response. Consequently, we decided to cancel both the solar and water contracts. I requested a cancellation and a refund on Sept 16, 2022, via email, but received no response. I then reached out to the finance department for assistance. The salesman promised to visit with a check and release forms but postponed and then failed to show up. I have not heard from him since Sept 30th despite repeated attempts to contact him. I also tried to get the contact information for his manager from the finance department without success. I was told he had a family crisis and would call me on Oct 24th, but no one contacted me. It seems I've been ignored.