WELCOME TO PENNSYLVANIA AMERICAN WATER.

Pennsylvania American Water has completed the acquisition of Appalachian Utilities Inc.'s (Appalachian's) water system. We have been providing high-quality, reliable water and wastewater services to communities across the state for well over a century, and we’re committed to delivering that same standard of excellence to you as our new water customer.

You’re in good hands.

Our focus is to provide you with safe, reliable water service – and we have the people and technologies in place to get the job done right. As our valued 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 time.

About your rates.

As part of the sale agreement, we have adopted Appalachian’s current water rates. Pennsylvania American Water is regulated by the Pennsylvania Public Utility Commission, and any future proposed changes in rates will be subject to extensive governmental review and approval. To learn more, visit pennsylvaniaamwater.com/rates.

We’ll bill monthly for water service.

Formerly, customers were billed bi-monthly for water service. Pennsylvania American Water will be transitioning you to monthly billing. Here’s how the billing transition will work: Appalachian sent a final statement on October 27. Customers were asked to NOT pay this final statement since this balance due was transferred to Pennsylvania American Water. Shortly after October 28, Pennsylvania American Water sent a bill for the balance that was transferred. This will allow customers to pay the amount due using their new account number.

Starting in November, we will transition your account to monthly billing. The first monthly bill will be prorated and cover water service charges from October 28 through Pennsylvania American Water’s first meter reading in November.

Please note: Pennsylvania American Water offers several convenient payment options, including online, by phone, by mail and in person. To learn more, click here. 

Additional benefits of being a Pennsylvania American Water customer.

• Regular investment in our systems. We continually evaluate our systems and facilities, prioritize projects and then make necessary capital investments to improve service. Statewide, we invested approximately $675 million in 2024 alone to improve the water and wastewater treatment and pipeline systems. Locally, over the next five years, Pennsylvania American Water plans to invest more than $6.2 million in system improvements to meet regulatory, safety and security standards while keeping rates affordable for customers.
• Paperless Billing and Auto Pay. Enroll in Paperless Billing, and we’ll notify you by email when your bill is available to view online. Take it one step further and sign up for our recurring Auto Pay. Your bill will be paid on time, every time, directly from your checking or savings account or applied to your credit card AUTOMATICALLY! No checks to write and no stamps required. Both of these services are free, and you can discontinue them at any time. It’s easy to enroll online using our self-service tool MyWater at amwater.com/mywater. All you need is your account number, which you will receive with your first bill.
• High-quality service. Our team of water experts and licensed operators has an exceptional track record when it comes to meeting regulations. With Pennsylvania American Water’s strong reputation for leadership, innovation and expertise, we have what it takes to meet the needs of your community. 
• Emergency notification system. We use a notification system to quickly alert customers via phone, text and email when emergencies occur. Visit amwater.com/mywater to choose how you want to be notified and to update your contact information. You can also report an emergency online or through MyWater.
• Commitment to our customers and the environment. We promote wise water use, support environmental programs and offer experts to speak to your school, civic and neighborhood groups.

A helping hand for customers in need.

Through our H2O Help to Others Program, we offer financial assistance to help residential customers who qualify pay their Pennsylvania American Water bill. 

Need help? Pennsylvania American Water’s H2O Help to Others Program is administered by Dollar Energy Fund, an independent, non-profit organization established to help those in need. To learn more or to see if you qualify, contact Dollar Energy Fund at 1-888-282-6816, or visit our Customer Assistance page.

Other bill paying programs

• • Budget Billing helps make managing your cash flow easier by providing predictable monthly payments and avoiding unplanned seasonal spikes.
  • Installment Plans help to extend the time you have to pay a past due balance. Payment arrangements are also available for non-residential customers who qualify. To learn more, contact our customer service center.
  • Preferred Due Date enables eligible customers to adjust their due date.
  • Arrearage Forgiveness to help customers who qualify pay off their past due account balance.

To see if you are eligible or to enroll in the above programs, visit MyWater at amwater.com/mywater. In the Payment Assistance box, click See All Options. You can also contact our Customer Service Organization.

We’re here to answer your questions.

Our customer service representatives are available to answer your questions at 1-800-565-7292, Monday through Friday from 7 a.m. to 7 p.m. For emergencies: we’re available at this number 24/7.

You can also access MyWater anytime to view and pay your bill, track water use, sign up for paperless billing and more. Visit amwater.com/mywater to register. It’s that easy. Be sure to have your account number handy.

We offer interpreter services in many languages. If English isn’t your preferred language, and you have a question about your bill or any communication you receive from us, contact our Customer Service Organization.

It’s a privilege to serve you.

We are excited to be your service provider. For more information, please review the welcome packet mailed to your address and like us on Facebook.

FREQUENTLY ASKED QUESTIONS

Are my rates changing as a result of this acquisition?

No. As part of the sale agreement, we have adopted Appalachian’s current water rates.  

NOTE: All other fees for our newly acquired customers will be in accordance with the Pennsylvania American Water tariff approved by the PUC.  

As Pennsylvania American Water is regulated by the Pennsylvania Public Utility Commission, any future proposed changes in rates will be subject to extensive governmental review and approval. To learn more, visit pennsylvaniaamwater.com/rates.  

Will I continue to be billed bi-monthly? 

No. We’ll be transitioning you to monthly billing. This is preferred by many customers, because receiving 12 smaller bills instead of four larger ones makes it easier to include these costs in monthly household budgets. 

How will the transition to monthly billing happen? 

Previously, Appalachian Utilities billed customers bi-monthly for water service. Appalachian sent a final statement for its final balances for water service through October 27. Customers were asked to NOT pay this final statement since this balance due was transferred to Pennsylvania American Water. 

As a result, Pennsylvania American Water will send a bill shortly after October 28 for the balance that was transferred, so that customers will have their new account number and can pay using the convenient payment options offered by us. 

Pennsylvania American Water will then transition your account to monthly billing starting in November 2025. The first monthly bill will be prorated and cover water service charges from October 28 through Pennsylvania American Water’s first meter reading in November.  

Will future rate changes have to undergo regulatory or governmental approvals? 

Yes. Pennsylvania American Water is a regulated utility subject to governmental review and approval of any changes in rates. Water rates are regulated by the PUC. The process for any future changes in rates will be open, transparent and comply with all regulations. For more information about rates, visit pennsylvaniaamwater.com/rates. 

If I have a past due amount with Appalachian, who do I pay that to? 

• Appalachian water bill: Any past due amounts for water service that was billed by Appalachian Utilities Inc. should be paid to Pennsylvania American Water. Please provide your new Pennsylvania American Water account number in the memo section of your check. If paying online or by credit, please reference your new Pennsylvania American Water account number. 
• Pennsylvania American Water bills: Appalachian will not be accepting payments for Pennsylvania American Water. Any past due balance for Pennsylvania American Water’s waterservice should be mailed to us or can paid online via MyWater. If you prefer to pay in person, Pennsylvania American Water has agreements with several authorized payment locations across the state. For a complete listing, click here and then select Pay In Person. Click on Payment Locations. Enter your zip code.
  
  

Can I pay my Pennsylvania American Water bill in person at the Appalachian office?

Appalachian will not be accepting payments on our behalf. If you prefer to pay in person, Pennsylvania American Water has agreements with several authorized payment locations across the state. For a complete listing, click here and then select Pay In Person. Click on Payment Locations. Enter your zip code. To learn more about our payment and billing options, click here.

I'm on a fixed income. Do you have any programs to assist customers?

Yes, we have a customer assistance program for our water customers. For more than 30 years, Pennsylvania American Water has been assisting residential customers who qualify pay their water bill through its H2O Help to Others Program™:  

Water Assistance 

• Grant(s) of up to a maximum amount of $500 per year per household.
• A 30% to 90% discount on the monthly service fee and a 20% to 80% discount on the monthly volumetric charges.
• Water-saving devices and education. 
• Arrearage Forgiveness Program to help customers who qualify pay off their past due account balance.  

For more information or to see if you qualify, visit pennsylvaniaamwater.com/H2O, or contact our program administrator Dollar Energy Fund at 1-888-282-6816. 

Does Pennsylvania American Water plan to invest in our water system? 

Yes. We believe in investing in our infrastructure. We continually evaluate our systems and facilities, prioritize projects and then make necessary capital investments to improve service. Statewide, we invested approximately $675 million in 2024 alone to improve the water and wastewater treatment and pipeline systems. Locally, over the next five years, Pennsylvania American Water plans to invest more than  
$6.2 million in system improvements to meet regulatory, safety and security standards while keeping rates affordable for customers.  

Does Pennsylvania American provide water and/or wastewater service to other areas? 

Yes. You’re in good hands. Pennsylvania American Water is the largest regulated water utility in the state, providing safe, clean, reliable and affordable water and wastewater services to approximately 2.4 million people in 418 communities. Our focus is to provide you with safe, reliable water and wastewater service – and we have the people and technologies in place to get the job done right. Plus, we have access to national resources. Our parent company, American Water, is the largest publicly traded water and wastewater utility in the U.S., with extensive experience and a strong reputation for leadership, innovation and expertise in water and wastewater services. 

Other helpful information:

Welcome to Pennsylvania American Water brochure
Rights and Responsibilities