Illinois American Water Co - Peoria, Illinois

Keepcalm 1.

If I could give them a zero star I would. We just recently purchased a house moving from an apartment so we’ve never had a deal with water today after being here for a month and a half. We come home to a disconnected notice on our door. I didn’t receive a warning, A final notice nothing I come home to that on my door with my water shut off. I proceeded to call and pretty much get told they’re gonna come out tomorrow to turn it back on and also somebody has to be present for them to turn it back on. Which is weird because they can come off and turn it off with nobody there but they need me to be there to turn it on for me a year I don’t think that’s very acceptable for them just to shut it off with no warning even if I didn’t have a telephone number they can contact me. They clearly have my address. They could’ve left it warning instead of just straight to disconnected very poor service. i’m so glad I’m stuck with them

Shannon E.

A recent repair was made on my road and led to no water in my home. I spoke to customer service and they were helpful and friendly. They sent out a person and he arrived shortly after. He was very friendly and even called a plumber when the problem couldn't be fixed. Water was restored the next day!

neng W.

My Feb water bill is ridiculously high, 6 times higher than the average usage. The company said the meter is fine and everything is fine. And that's it. I asked what if it happens again, they said they would try their best.

Cathlyne B.

We recently bought a new house and we do not have the water turned on because the inspector said there were leaks and we were waiting for a plumber to come and inspect the pipes before we moved in. Got the water bill and it said we used over 600 gallons when the water to the house has been off the entire time. The plumber came and found out the inspector was wrong and there are no leaks in the pipes but the bill said we used 600 gallons in a week in a house that no one lives in and that the water is completely shut off. We have been trying to get ahold of somebody and it is like pulling teeth to get communication from this company.

Mike W.

They failed to fulfill an appointment to change my meter and then shut my water off due to "non compliance". Upon a phone call I was left on hold for 39 minutes and then their solutions was for me to pay a $120 after hours fee to have my meter changed. Finally they agreed to come and change my meter. Customer service was awful, argumentative, and disrespectful. Supervisor refused to get on the phone. Of course an email sent to supervisor.

Ashley F.

Terrible customer service, long waits, and plain lies that your service has been turned on when their lazy workers failed to do their job.

Woowww, a website that doesn't work to make payments and now they are charging $1.95 per ACH payment. That payment method is free at any bank, including whatever business account ILAM has. Asked how to make a payment for free, they said sign up for autopay. Yes, which uses ACH, the same thing you want to charge me for!

Edit: for the second time in about 9 months, your lazy, incompetent workers turned off the water to my apartment when someone else in my building didn't pay their bill. I pay on time every month and still have issue after issue. Now I'm waiting up to 24 hours for a supervisor to call me back. No "I'm sorry" or a shred of sympathy from the representative I spoke with after disconnecting a good paying customer on mistake YET AGAIN. I'm calling a lawyer.
Just checked and the water is back on but apparently the tech didn't see the need to notify me that the issue was resolved, as no one called me or knocked on my door.

Tim L.

Incredibly poor customer service service. Moved out of area, and water was shut off so they could replace a meter while house was vacant. Required someone be home to do the work even though we were no longer in town, and would only offer a 3-hour window if I could find someone to come over and wait on them. Had to call 4 times to speak with a supervisor. Offered garage code, lock box code and a cell number to text when they were on their way so a neighbor could run over. Was told they stick to their policy no matter what, and offered that I Google to see if there is another service provider in the area.

Jamie K.

My water has currently been off because of a mistake on IAW part for over 16 hours now. Rude customer service. No one can tell me when it's going to be restored. No one seems to care.

Last time I had a problem they opened up the fire hydrant by my yard to drain INTO MY YARD and flooded my basement. Didn't get any kind of compensation for that. They almost did that twice. The second time I caught it and had to go to work late to make sure it got resolved and I could save my basement.