American Water
American Water  
HomeContact UsPress RoomInvestor RelationsCorporate ResponsibilityCareersLearning Center

Welcome to New York American Water. I am pleased to announce that we have completed the acquisition of the Aqua New York water system that provides water service to your community.

We are proud to be your new water service provider. Our focus is to provide you with around-the-clock, high-quality, reliable water service each and every day – and we have the people and technologies in place to get the job done right. As our new customer, we wanted to share with you some information about the services we provide, as well as some changes that will be taking place over the next several months.

Billing for water services

First, and most importantly, your rates will not increase as a result of this acquisition. As part of the acquisition, we adopted the current rate schedules that were previously approved by the New York Public Service Commission (PSC) and these rates will remain in place through March 31, 2015. We are also adopting the current billing cycles, so if you were billed bimonthly, for example, we’ll continue to bill you bimonthly.

One change that will take place for customers in Nassau County is related to the billing procedure. Previously, Aqua customers in Nassau County were billed in advance for the meter charge portion of their bill. Moving forward, instead of billing you in advance, we will bill you for all services after they have been received. As a result, on your first bill from New York American Water, the meter charge will be included, however because you have already paid this fee on your last bill from Aqua, you will also receive a credit for that same amount on your first bill.

24-Hour Customer Service

Our customer service representatives are available around the clock to answer your questions at 1-877-426-6999. Residential customers also have access to My H2O Online, a self-service tool on our website that allows you to manage your account, including viewing and paying your bill, tracking your water use, and signing up for our automatic payment program. All you need is your account number, which you will receive with your first bill. Then visit www.amwater.com/myh2o to register. It’s that easy.

Additional benefits we have to offer

  • Investment in your local water systems. We will continually evaluate the systems that serve you, prioritize projects and then make capital investments to improve service. We believe in investing in our infrastructure to ensure sustainable, quality water systems today and tomorrow. Over the last two years, we invested approximately $26 million on system improvements to our treatment, collection and distribution facilities (i.e., pipelines, tanks and pumping stations).
  • Good value. Our tap water costs less than/about a penny per gallon, and for most customers, the water bill is the lowest utility bill they pay.
  • High-quality water service. Our water quality experts and certified operators operate an in-house laboratory and we have access to American Water’s Belleville Lab, one of the most advanced water quality laboratories in the U.S. Last year, our compliance record in New York for meeting state and federal drinking water standards was 100 percent.
  • Commitment to our customers and the environment. We promote wise water use, support environmental programs and offer water experts to speak to your civic and neighborhood groups.
  • Automatic Payment Program. Once you receive your first bill, consider signing up for our Automatic Payment Program. Your bill will be paid on time, every time, directly from your checking or savings account AUTOMATICALLY! No checks to write and no postage needed. You will still receive a copy of your bill before the payment is due so that you have time to review your bill. This service is free, and you can discontinue it at any time. You will be able to sign up for the program online using My H2O Online or by phone by contacting our 24-hour call center.

We are excited to be your new water service provider. For more information, please review the enclosed welcome packet. It includes information on how to read your bill, our convenient payment options and much more. We also invite you to like us on Facebook, follow us on Twitter, or call us anytime. We're available 24 hours a day, 7 days a week at 1-877-426-6999.

Thank you for taking the time to learn more about New York American Water. We invite you to read our New Customer Brochure. We look forward to serving you now and well into the future.

Sincerely,

William Varley
President