Billing snafus nearly resolved

Some Aqua Ohio customers haven’t received a bill
in months but won’t
have to pay late fees.

By DON SHILLING

VINDICATOR BUSINESS EDITOR

BOARDMAN — Aqua Ohio officials say billing problems that cropped up with a new computer system are nearly resolved.

Customers who have not been billed for months should receive bills this week, said Al Sauline, manager of the company’s Struthers division.

The water provider has been working to solve billing issues since a new computer system was installed in May. Sauline said that some accounts were missed as files were transferred into the new system.

He said the customers still having problems are those that have a separate meter that measures water used on their lawns.

He said he didn’t have the total number of customers affected. Aqua Ohio has 18,000 accounts in Poland, Struthers, Lowellville and nearby areas.

Sauline said customers have been understanding of the situation and no one attended the division’s quarterly public meeting in July.

He said the company can develop a payment plan, without late fees, for customers who haven’t paid a bill in several months and can’t pay the total bill immediately.

The new computer system is being installed throughout the territory of Aqua America, the parent company of Aqua Ohio. Aqua America is based outside Philadelphia and serves 13 states.

Improved communications

One benefit of the new system is improved communications with service workers, he said. They can be sent out into the field more quickly with electronic communications, he said.

Besides the new system, the company has opened a centralized call center in Cary, N.C.

Sauline said Aqua Ohio still is handling customer calls but customers are being encouraged to contact the call center. Local staff was cut by three because of the opening of the call center but those workers were able to retire, Sauline said.

The company is retaining its customer service office in Struthers but also has added drop-off points at local retailers where people can pay their bills, he said.

shilling@vindy.com