BBB Accredited Business since

American Water Resources, LLC

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Phone: (866) 430-0819 Fax: (618) 433-4236 1025 Laurel Oak Rd, Voorhees, NJ 08043 http://www.AWRUSA.com


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Description

This company offers Service Line Protection Programs to homeowners.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that American Water Resources, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for American Water Resources, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 153 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

153 complaints closed with BBB in last 3 years | 57 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 24
Billing/Collection Issues 22
Delivery Issues 4
Guarantee/Warranty Issues 6
Problems with Product/Service 97
Total Closed Complaints 153

Customer Reviews Summary Read customer reviews

14 Customer Reviews on American Water Resources, LLC
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 2
Negative Experience 8
Total Customer Reviews 14

Additional Information

BBB file opened: December 16, 2004 Business started: 08/06/1970 in VA Business started locally: 09/01/2000 Business incorporated 08/06/1970 in VA
Type of Entity

Corporation

Contact Information
Principal: Malcolm D. Conner, President
Business Category

Water & Sewer Line Protection

Service Area
American Water Resources, LLC has two physical locations:  Voorhees, NJ and Alton, IL. The company is accredited by the BBB everywhere they do business.
Alternate Business Names
American Water Resources Insurance Services (California) American Water Resources of Arizona American Water Resources of Arkansas American Water Resources of Colorado American Water Resources of Delaware American Water Resources of Florida, Inc. (Florida) American Water Resources of Illinois American Water Resources of Indiana American Water Resources of Kentucky American Water Resources of Louisiana American Water Resources of Maine American Water Resources of Maryland American Water Resources of Michigan American Water Resources of Minnesota American Water Resources of Mississippi American Water Resources of Missouri American Water Resources of Montana American Water Resources of Nebraska American Water Resources of New Hampshire American Water Resources of New Jersey American Water Resources of New York American Water Resources of North Carolina American Water Resources of North Dakota American Water Resources of Ohio American Water Resources of Oklahoma American Water Resources of Oregon American Water Resources of Pennsylvania American Water Resources of Rhode Island American Water Resources of Tennessee American Water Resources of Texas, Inc. (Texas) American Water Resources of Vermont American Water Resources of Washington, D.C. American Water Resources of West Virginia American Water Resources of Wyoming
System Wide Accredited Business

American Water Resources, LLC. has two physical locations:  Voorhees, NJ and Alton,  IL.

They also do business in Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana,  Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Vermont, Virginia, Washington, D.C.,  West Virginia and Wyoming. 
The business is accredited by the  BBB everywhere they do business. 


Additional Locations

  • 1025 Laurel Oak Rd

    Voorhees, NJ 08043 (866) 430-0819

  • THIS LOCATION IS NOT BBB ACCREDITED

    1410 Discovery Pkwy

    Alton, IL 62002

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a sewer line policy for many months I called about the washer not draining well they told me it was not covered I needed to have the in home policy ,they mailed out info I signed up and when I requested a repair after the 30 days waiting period they denied my claim stating that since I had mention the issue in October that the washer was not drain well that it is a pre existing condition. And yet they mailed out info and took my money for a policy they will not honor If the company wants to get out of honoring their contract they could claim that any condition was pre existing the drain has not been broke since oct it has worked. But they don't wont to hear that. I have asked for my money to be returned. And would advise others on how I have been treated

Desired Settlement: To honor you contract and repair what you said you would

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 13, 2016 correspondence regarding the complaint filed by ***** ******.

Mr. ****** was a customer of AWR’s In-Home Plumbing Emergency Program (IHPP).  On November 11, 2015, Mr. ****** contacted AWR and reported a back-up on the drain line for his washer.  Mr. ****** was not enrolled in the IHPP at that time and as a result, his request for service was denied. 

Mr. ****** enrolled in the IHPP on December 11, 2015. During his enrollment call, Mr. ****** was informed of the 30-day waiting period and that any condition occurring prior to the effective date is not covered under the program.  Mr. ****** contacted AWR on January 11, 2015 to report the drain line for his washer was clogged.  Pursuant to the IHPP Terms and Conditions, AWR will repair clogs or blockages to the drainage system if they occurred on or after the effective date. 

Mr. ****** was asked to submit proof of repair verifying that the issue he experienced on November 11, 2015 was fixed and that the problem he called about on January 11, 2016 was separate from the one he originally reported.  To date, we have not received documentation from Mr. ******.  His claim was denied in accordance with the Program Terms and Conditions.  Mr. ****** cancelled his enrollment and AWR is providing him with a full refund for the IHPP.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ****** to file a complaint with your office.  We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation.  Please contact me with any questions.  Thank you for your time and consideration.


1/28/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service
12/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a contract with this company to provide replacement protection for outside water pipes should they ever have a problem. I in fact had a problem almost a year into the contract. The contract specifically excluded PVC piping which was my issue. In speaking with the Claims Rep. she told me I was targeted with the mailer. That no one realizes the exclusion and that this happens all the time. So, ok I learned my lesson and cancelled the policy. The company then recently renewed the policy. In calling to again cancel the policy and the renewal, I was given no information. The Rep, *****, Agent # 3145, could not give me any corporate information and had no idea of what my reimbursement would be. The number I called was **************. ***** stated they would only refund monies effective from the date of my call 11-12-15, not the renewal nor when I originally cancelled the policy.

Desired Settlement: I would like the refund of my original payment as well as the renewal payment which was automatically taken from my credit card without authorization.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your November 12, 2015 correspondence regarding the complaint filed by ******* ******

Jessica Hitch was a customer of AWR’s Water Line Protection Program (WLPP). On August 17, 2015, *** ***** contacted AWR and reported a leaking water line. AWR dispatched a contractor to investigate the issue, and he found that *** ***** had a Polybutylene water line. Pursuant to the Program Terms and Conditions, AWR does not cover Polybutylene pipe. As a result, *** *****’s claim was denied, and we will refund the full amount *** ***** paid for the WLPP.

AWR takes all consumer concerns seriously and we apologize that this issue caused *** ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response:

Complaint: ********

I am rejecting this response because:  I was told more than a week ago I would receive a refund within 3 days.  I have not received any refund.  Moreover, this business repeatedly does this to customers like me and hopes it does not get caught because they automatically charge your credit card.  This business should be on a watch list.

Regards,

******* *****




Regards,

Jessica Hitch

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your November 25, 2015 correspondence regarding the rejection filed by ******* ******

A refund check was sent to *** ***** via overnight mail on November 24, 2015. *** ***** confirmed that she received the check.

AWR takes all consumer concerns seriously. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10949501, and find that this resolution is satisfactory to me.

Regards,

Jessica Hitch

12/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We do have water line repair insurance with American Water Resources. On 10/24/2015 we had a water line break under the public sidewalk in front of the house. After the water was turned off by the water company (we live near a school and the sidewalk is used by the kids to walk to school so the township called us to make sure the water was turned off as soon as possible as it was creating a hazard) we contacted American Water Resources to fix the leak. After calling several times and being without water for 4 days, a contractor came out and fixed the leak and turned the water back on. We waited about about a week, but no other contractor showed up to fix the section of sidewalk that had to be removed to repair the leak. We started calling American Water Resources several more times to check what the delay was in repairing the sidewalk. The only response we received from customer service was that the ground had to settle before the repair could be completed. We waited 1 more week and still no one came to repair the sidewalk. We called again and were still told that the ground had to settle and it could take up to 8 weeks. After complaining to them about the 8 week time, we were told that we would be called back to follow up but no one ever called us back. an 8 weeks wait for the ground to settle is unrealistic and not acceptable. It seems that customer service is just reading from a script about this ground settling thing and are not interested in helping. Again, this is a public sidewalk near a school that kids use to walk to school so it does pose a hazard, so we are looking for a resolution as soon as possible.

Desired Settlement: We would like American Water Resources to complete the sidewalk repair in a timely manner and before winter comes and covers the sidewalk with snow and ice and American Water Resources starts telling us we have to wait until spring or some other excuse.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your November 20, 2015 correspondence regarding the complaint filed by **** ******.

*** *** **** ****** are customers of the Water Line Protection Program (WLPP) offered by AWR. They experienced a water line leak, which was repaired by AWR’s contractor on October 29, 2015. During the repair one section of the public sidewalk was disturbed. The contractor will complete the sidewalk restoration on or about December 6, 2015. We apologize for any inconvenience the customer may have experienced as a result of the delay in restoring the sidewalk.

AWR takes all consumer concerns seriously and we apologize that this issue caused **** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

12/1/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have subscribed to the sewer line protection program for approximately 3 years. Over the last 2 years my sewer line has deteriorated requiring me to regularly use this service to have my sewer line unclogged. On June 23 my line clogged and notified AWR. The first contractor did not contact me within 24 hours and AWR found another contractor who showed up to clear the line. The work was completed satisfactorily. Within 30 days the line was clogged again and I notified AWR. AWR sent the same contractor who cleared the line again. After the line was cleared my wife contacted AWR to ask for the sewer line replaced since our service requests to AWR were becoming more frequent. She was told the line had to be completely unworkable to be replaced. Additionally she was told that we did not have what they considered frequent callouts. On August 29, 2015 my sewer line clogged again & i requested service from AWR. The line was cleared by the contractor satisfactorily. AWR followed up several days later & I stated that my line needed replaced, it is becoming clogged too frequently. I was told that my my account would be reviewed. To date, I have not been contacted by AWR about my account. I believed AWR was knowingly avoiding fixing the problem and just kept sending plumbers to unclog it. I hired a contractor to replace the line for what i believe should have been covered by my sewer line protection program. I can provide video of the sewer line showing several significant sags in the sewer line where it would be very easy for a clog to occur.

Desired Settlement: I would like the cost of replacing by sewer line reimbursed. $11,000.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 1, 2015 correspondence regarding the complaint filed by ******** ******.

*** ****** was enrolled in the Sewer Line Protection Program, which is a repair program that covers clogs and blockages in accordance with the Program Terms and Conditions. Each time *** ****** contacted AWR reporting a back-up, we sent a contractor to clear his sewer line. In his complaint *** ****** explained that there were several significant sags in his sewer line. Pursuant to the Program Terms and Conditions, repairing bellied sewer lines is not a covered repair. Therefore, AWR will not honor *** ******’s request for reimbursement.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Water Resource will not repair my water main break due to the fact that it is polybutelane (spelling) pipe. How am I supposed to know what composition of the pipe that is buried in my yard? We were told after the fact that the claim will not be honored due to this composition of the pipe and I am without water at least another day! The cost of the repair will be around $1,500! Why am I paying for insurance with a company that doesn't honor the agreement? This is a total scam and this company should honor their agreement! I want a total refund of all moneys plus interest paid to them!

Desired Settlement: I want my money back since they don't cover their base agreement!

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, 2015 correspondence regarding the complaint filed by ******* *****.

*** ***** called AWR on October 9, 2015 to report a water line leak. AWR dispatched a contractor to investigate the problem. Our contractor advised that the water line was polybutylene pipe. Pursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water lines. As a result, *** *****’s claim was denied.

*** *****’s Water Line Protection Program has been cancelled in accordance with the Program Terms and Conditions. A full refund will be sent to him. His Sewer Line Protection Program will remain in effect unless *** ***** calls AWR to cancel it.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DON'T WASTE YOUR MONEY. The service contract EXCLUDES coverage for anything but a clog. This means if there is a leak or break in your line, you're not covered. After multiple calls to customer service and four contractors that were supposed to be dispatched, no one came to investigate the problem. I ended up hiring my own contractor to repair before the situation became worse. I wish I hadn't wasted my money on this useless contract.

Desired Settlement: Refund the premium that I paid. Make sure that your sales people and website clearly articulate what is NOT included in the the contract.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your October 26, 2015 correspondence regarding the complaint filed by **** ******.

**** ****** was enrolled in AWR’s Sewer Line Protection Program. On September 24, 2015, *** ****** contacted AWR and explained that everything in his home was draining slowly. The AWR claims representative reviewed the program terms and conditions with *** ****** and assigned a contractor to handle his claim. *** ****** confirmed with the contractor that he was not experiencing slow draining pipes or a backup, which are indicative of a clogged sewer line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged sewer line resulting from normal wear and tear. As a result, *** ******’s claim was denied.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

12/1/2015 Problems with Product/Service | Complaint Details Unavailable
12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I pay a monthly fee for water line and sewer line protection . last Thursday the drains in my house started making loud bubbling sound when the toilet was flushed or water was run. I called American water and they sent someone out. The man unloaded a sewer machine and did not have a clue how to use it. He could not figure out how to get into the pipe. He ran it into a hole and it can out clean. he called one of his bosses and told him I only had the outside protection and no inside. So he came in and told me it was inside. It was NOT!! I called my son and he drove 2 1/2 hours to clean it out. He had to cut the pipe and run the machine into it. The clog was in the middle of the yard OUTSIDE. I was told when I started this protection plan that a professional would be sent out. He knew nothing about plumbing. My late husband was a plumber and my son did this type of work all his life. I was charged 50.00. I got nothing for that money at all.

Desired Settlement: A refund of my fifty dollars, the man sent out was not qualified to do any type of sewer work, He did nothing!! He never found a way into the pipe.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 27, 2015 correspondence regarding the complaint filed by **** ***********.

*** *********** is enrolled in AWR’s Sewer Line Protection Program. On October 21, 2015, she contacted AWR to report a sewer line problem. AWR dispatched a contractor to investigate the issue and make any necessary repairs in accordance with the terms and conditions. *** *********** expressed her dissatisfaction with the plumbing contractor. We apologize for any inconvenience this may have caused the customer. AWR will mail a check to *** *********** to refund the service fee she paid.

AWR takes all consumer concerns seriously and we regret that this issue caused *** *********** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: August 26 our sewer stopped up, We have had a insurance policy with AWR which stated that would dig repair and refill the problem up to 8000.00. They called *** ****** who showed up on the 27th 2015 who said that they would have dig up our front yard to repair the problem. They told AWR and told us that would send AWR a bill but we would have to pay up front which we did. On the 28th *** ****** showed up with a backhoe and started digging 3 hours they had finished they left the trench open the backhoe in our front yard and left. they came back on the August 1st they filled in the trench took the backhoe and left. We paid *** ****** 4,250.00 total. AWR called us on the 8th and asked if we was satisfied with the settlement we told them we had not received a check they said they had sent it to *** ****** but could not tell us how much it was for. We called *** ****** which said they had not received a check for the last 5 weeks we have each and they keep pointing the finger at the other.

Desired Settlement: I want just settlement and would like that no one would be bounced around by these two business.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 19, 2015 correspondence regarding the complaint filed by ****** ****.

****** **** is enrolled in AWR’s Sewer Line Protection Program. On August 26, 2015, Mr. Dill contacted AWR to report a back-up. AWR’s contractor determined that the sewer line required a repair. Once the repair is complete, we require the contractor to submit an invoice for the repair to AWR, not the customer, and we pay the contractor directly. Unfortunately, the contractor misunderstood the process and asked the customer to pay them for the repairs. The customer was repaid for the covered items listed on the invoice provided. We apologize for any inconvenience this may have caused the customer.

AWR takes all consumer concerns seriously and we regret that this issue caused ****** **** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** ****

11/23/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service
10/28/2015 Problems with Product/Service
10/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company says they will fix pluming problems leaks, blockages, things like that. But when I call for help they say that is not included in their program. I have had a blocked sink drain, I was told that was not part of the program. I had to pay for a Plummer to come out and fix it, and pay for it myself. Now I have a blocked and leaking sewer line, and again they say that is not part of the program. I paid $197 for a year of coverage, but when I call for help they do nothing.

Desired Settlement: Since they don't inform you of all the things that are NOT covered I would like a full refund. They only hype some of the things that they will do

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, 2015 correspondence regarding the complaint filed by ****** ******.

****** ****** is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Program. On April 16, 2015, Mr. ****** contacted AWR regarding a drain line leak.  He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line.  Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from normal wear and tear. As a result, Mr. ******** claim was denied.

On September 23, 2015, Mr. ****** called AWR to report a sewer line leak. Again, Mr. ****** confirmed that he was not experiencing a backup.  Mr. ******** claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer line.

Upon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customer. Our customer service team is available if the customer has questions or would like clarification regarding the Program Terms and Conditions. If Mr. and Mrs. ****** want to cancel their program, they may call our Customer Service Department at ###-###-####.

AWR takes all consumer concerns seriously and we regret that this issue caused The ******* to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what I had expected, they take money and do nothing. I will not use their service again and will let everyone know about their non service

Regards,

****** ******

10/24/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service | Complaint Details Unavailable
10/13/2015 Problems with Product/Service
9/29/2015 Problems with Product/Service
9/27/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To be contacted by the Executive Office. I have called numerous times to American Water Resources customer Service Dept. Several times and have requested to speak to. Supervisor and no one returns my calls... Customers Service Department is very unhelpful and says there are no emmidiate supervisor s available.

Desired Settlement: I have called numerous times to American Water Resources customer Service Dept. Several times and have requested to speak to. Supervisor and no one returns my calls... Customers Service Department is very unhelpful and says there are no emmidiate supervisor s available.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 21, 2015 correspondence regarding the complaint filed by ****** *********

****** ******** is enrolled in the In-Home Plumbing Emergency Program (IHPP). AWR dispatched a contractor to investigate an internal leak she reported. Ms. ******** contacted AWR to follow-up on the contractor’s visit and requested to speak with a supervisor. An AWR supervisor returned Ms. ********** call and she was pleased with the outcome.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ******** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.


9/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Residential water service for * **** ********** ******** NJ 07753 American Water Resources •As of this date no resolution on a water emergency •Denial of Claim •Unjustified charges of Fees •Dismal Customer Service Contacted American Water Resources to have a technician verify the water leakage problem and initiate the repairs. American Water Resources activated a claim #******* and said they will contact the water company to verify the leak immediately. August 13, 2015 at 7:15pm ** ******** ***** company was contacted by American Water Resources and initiated Service Order #**** ** ***. American Water Resources (AWR) called and informed me that in order for this claim to continue, I would have to pay for my water protection coverage in advance and I would be covered until August 13, 2016. Even though this sounded unreasonable, due to the stress of the thought that continuous running water was occurring in my walls, under my floor or somewhere in and or around the house, I paid the $160.50 with my ** **** ******* ****** ***** **** **** and was told a technician would be out the next day between 3 and 6 pm. ******** ******** ** ******* **” called to confirm that they will be the representing company for “AWR” the next day on August 14, 2015 between 9am and 12 noon. August 14, 2015, approx. around 1:30pm “******** ********” called and asked to reschedule the repairs to August 15, 2015 between 9am and 12 noon. August 15, 2015, “******** ********” never showed. Approximately around 3:00pm I called AWR and was informed that they had cancelled my repairs. August 17, 2015, AWR claims representative#**** (*******) did contact me to verify all prior information and establish a new claim number #*******. She informed me that another contractor would be at my home within 3 hours. The contractor showd, confirmed the damage, put on a temporary fix. They said they would return week of August 24, 2015. August 28, 2015 AWR had cancelled the claim again.

Desired Settlement: The repairs are of an emergency situation and have only been escalating, it is for certain that the temporary bypass will fail in the very near future. It is recommended I immediately request that the temporary fixes are updated to permanent repairs. I immediately request that I be reimbursed for the overcharges I have occurred and continue to incur while trying to resolve this matter. I immediately request to be reasonably compensated for the distress caused by the dysfunction of this public utility agency and its partners.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your September 4, 2015 correspondence regarding the complaint filed by **** *******

**** ****** contacted AWR to report a water line leak. At the time of Mr. ******’ call, his account was canceled due to delinquency. His claim was denied. However, as a courtesy, AWR reevaluated Mr. ******’ claim.  Upon further review, AWR agreed to make repairs to the water line leak. Mr. ****** was informed of AWR’s decision and repairs are scheduled to be completed on or about September 15, 2015. Mr. ****** was pleased with the decision.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

9/25/2015 Problems with Product/Service | Complaint Details Unavailable
9/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/26/15, ************ ******** ***** ***(****) was contacted about possible leak on water line. They contacted American Water Resources (AWR) with whom I have insurance for water line to address issue - claim was opened. My water was turned off for 8 days while they were addressing the problem. AWR sent ******* ****** ******** and ******** **** ********* on 3/6/15 to find leak. They said that there was no leak on the water line and that the leak was in my home. Since then, my water bills continue to rise and there is no visible sign of any leak in my home. I have had other plumbers out and they all say that the leak is on the water line and not inside my home. The leak has obviously grown and my water bills indicate water usage has gone from 2,200 gallons per month to 20,200 gallons per month. I contacted PAWC again on 8/12/15. AWR was contacted on 8/13/15 to open a new claim. They sent ******* ******** on 8/14/15 to assess. They confirmed that the leak is on the water line and not in my home. ******* submitted a proposal to AWR resolve issue. AWR contacted me on 8/18/15 that the proposal was too expensive and would send ********** **** *** (TLC) to assess. TLC came out on 8/19/15 and submitted a proposal to AWR. As of today 8/27/15, AWR is saying the proposal is still under review. I am waiting for a supervisor to contact me from AWR since you are NEVER allowed to speak to a supervisor, they must call you back. In the meantime, all of that water is leaking from the water line into the ground under my home, which is on a concrete slab. PAWC technician verified today that this large of a leak could be damaging the foundation of my home. AWR needs to take action now and stop dragging their feet! Water is being wasted, my water bill is significantly going up, and damage to my home's foundation could be increasing. It has been 2 weeks since the claim was opened with AWR and NO plan has been set up to resolve this issue!

Desired Settlement: Expedient repair of my water line to be covered by the insurance I pay for monthly. Also because of the incorrect assessment made on March 6, 2015, 8 days without water, skyrocketing water bills, damage to my home's foundation, not to mention the hours spent on the phone dealing with this, I feel that AWR should cover the entire cost of the repair including the concrete that will be jackhammered up and will need to be replaced.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 28, 2015 correspondence regarding the complaint filed by ******** ******.

Ms. ****** contacted AWR to report a water line leak on August 12, 2012. AWR dispatched a contractor who determined that there was a leak on her main water line. The contractor’s proposed cost to complete the water line repair exceeded the protection limit of the Water Line Protection Program. AWR contacted Ms. ****** and explained the contractor’s findings and the recommended repairs. AWR’s specialist also reviewed the program terms and conditions and AWR’s suggested resolution with the customer. Ms. ****** understood and accepted AWR’s offer to resolve the issue.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau,
I did accept AWR,s settlement because they were not able to come up with a solution to repair my water line.  It wasn't until I filed the complaint with the BBB that I received the settlement offer.  Please review the attached document that explains what occurred between my original claim with AWR that was filed on 8/13/15 and 8/28/15 when the settlement was offered.


Regards,

******** ******

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday, August 5, 2015 the water main line at my house sprung a leak. I DO HAVE insurance on the water main line through American Water Resources. Unfortunately, after 7 days without water, they have still not fixed my water line. It's a never ending cycle that looks like this....AWR contacts one of their "affiliated" contractors in the area to come assess.. The contractor writes up a proposal for how best to fix the line. I wait 24-36 hours for the proposal to be approved or denied. Ultimately, it is denied by AW Resources and they call a different contractor to come assess the line. This new company then comes to assess the line and writes up a proposal for how best to fix the line. I wait again and the proposal is denied. AM Resources then calls another one of their contractors to come assess the break. I have been through 4 contractors with NO RESOLUTION. In fact, I was told another one would be out yesterday (Monday) to do a leak detection service. Well, no company ever showed up and when I call to ask for a supervisor they tell me ***** will contact me at his/her earliest convenience. I just called again this morning and was told the same information. I have now missed work/lost wages for 5 days and also have a 14 month old son. Not only can I not bathe him or cook meals, I've had to pay daycare expenses so I can spend all day on the telephone trying to get answers. Last night I was told by a representative who claims a supervisor told her to say this....."The reason my line is not being fixed is because it is not up to code." I asked how it is not up to code and she said "well, one contractor said your line has the wrong couplings on it." My question to her was......."HOW THE HECK DOES ANY CONTRACTOR KNOW WHAT IS ON THE LINE IF NOT ONE OF THE 4 HAS DUG UP THE LINE TO SEE IT? NOT 1 contractor has SEEN or TOUCHED the line. I called again this AM for supervisor. 3 hours later-still no call. Currently looking for lawyer representation

Desired Settlement: I would appreciate my water line being repaired in a timely manner. However, I would like the line to be repaired CORRECTLY---not how American Water Resources sees it best financially! YOUR OWN contractors have now submitted proposals for how to best fix the line and all of them have been denied. Now, I have NO ONE showing up at my house (as I was told) to fix the line. It's been 3 days since anyone has even been back! If you'd like more information, please feel free to contact me.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 11, 2015 correspondence regarding the complaint filed by ***** *** ******

*** ***** is enrolled in AWR’s Water Line and Sewer Line Protection Program. On August 5, 2015, *** ***** called AWR to report a water line leak. Her claim was initially denied due to information provided by our contractor describing that the customer’s water line was not up to code. Nevertheless, AWR re-evaluated *** *****’s claim and dispatched a contractor to repair her water line. The repairs were completed on August 14, 2015 and *** *****’s water service was restored. *** ***** was satisfied with the repair.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

8/25/2015 Problems with Product/Service | Complaint Details Unavailable
8/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer for well over 10 years. For the first time this morning I called the company for help. I explained that water is backing up into my house via the outside street sewer line after a rainfall., It back feeds into my basement including my washing machine. The agent I spoke to *****) said that the company has no responsibility in this area. After reading our contract I find that this is EXACTLY what the companies responsibilities are. Please note that in my agreement item(s) 5 and 6 clearly states so. I had asked to speak to a supervisor to further clarify the situation and was put off.

Desired Settlement: I wish to have a representative of the company come to my house to inspect the situation and fix the issue if applicable. I don't believe a determination can be made over the telephone.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 2, 2015 correspondence regarding the complaint filed by ******* ********

The customer is enrolled in the Water Service Line Protection Program and the Sewer Service Line Protection Program.  **** ******* called AWR and explained water was backing up into her washing machine.  Her claim was denied because the issue she described falls under a different protection program in which the customer is not enrolled. 

We reviewed the claim and contacted the customer to gather additional information.  We found that the customer hired a contractor to fix the problem.  We offered to review the contractor’s invoice to determine if any of the work performed would have been a repair covered by the Sewer Service Line Protection Program.   The customer may submit the contractor’s invoice and proof of payment for review to ****** ******** via fax to ************ or e-mail to ****************************

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******* to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

8/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were insured for Sewer emergency protection outdoors. When we called business to start a claim and get service for sewer back up, they advised to have our inside house cleared first. When we had our plumber come out, said back up was in the outdoors. Called back company, said since we had another plumber come, it was no longer an emergency, so basically tricked us and would not come out. Since then, I had to hire a company that cost $9,000 to replace my sewer. We bought the AWR insurance exactly to cover blockage and broken sewer and they would not come out to my house or start a claim so they would not have to pay for the repair. They were very quick to refund me when I cancelled . This shows they wanted to get rid of the customer and avoid bad PR. Since then, I have learned that they do this to a lot of people. They will not come out making up some excuse to say you no longer have an emergency. I spoke to numerous people at the company, which they all came to the conclusion that I no longer had an emergency. They never came to my house to check or put a camera down my drains. They had my recorded initial call where their rep. told me to have drain unclogged and then call back. So, they have a clever way of getting around it so they will say its no longer an emergency. My outside sewer pipes had to be replaced and downstairs bathroom and living room floors and carpet and walls have to be replaced. How much of an emergency does one need?

Desired Settlement: This business is deceptive in their practices. They need to be made accountable for their actions. They need to be forced to stop cheating the customer or go out of business. Since, I have had this issue, everyone from reputable insurance companies, plumbing companies, contractors all have agreed that they are aware that American Water Resources Sewer Protection Plan is doing this to a lot of customers. The desired outcome for me is to take this Company to Task or Put them out of business in the State of New Jersey.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2015 correspondence regarding the complaint filed by ******* ********.

*** *********s wife initially contacted AWR on May 21, 2015 to report a toilet back up. **** ******** advised AWR that she privately hired a contractor to investigate the back up and clear the line. Based on the description of the problem, AWR informed **** ******** that the issue was an in-home problem that was not covered under her husband’s Water and Sewer Line Protection Program. According to **** ********, the contractor she retained cleared the sewer line and advised her that the line had tree roots and was broken in several places. **** ******** also demanded that AWR send a contractor to her property to camera the line. AWR informed **** ******** that since the line was clear AWR would not be dispatching a contractor. Based on the foregoing, AWR denied the claim. Subsequently, the customer cancelled the program and AWR refunded the customer $165.78.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because:
As I stated previously, since precisely I asked if I had a backup of wateroutside my home walls- what should I do. I was told to go ahead and get my plumber to check where the blockage was. Its on the phone recording at American Water Resources where the rep advised me to get someone. Exactly so they would then say my back up was no longer there. I called back for them to send camera out to diagnose where in my lawn was the backup. They refused point blank to do so. It has cost me $9,000 which is why I bought insurance in first place for  outdoors and $4,000 for indoors which my real insurance company NJM covered. I have my town sewer service and plumbing company and NJM all as witnesses to this backup.
American water resource is a dishonest company that needs to go out of business in the state of NJ or cover what it advertises.
Look at all the complaints on BBB. Deceptive practices and are very willing to refund so people won't complain.




Regards,

******* * ****** ****************

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 25, 2015 correspondence regarding the rejection filed by Mohamed Hachicha.

As we stated previously, **** ******** initially contacted AWR on May 21, 2015 to report a back up. AWR did not dispatch a contractor to the ********** property because **** ******** advised that the sewer line was cleared by a private contractor and she was no longer experiencing a back up. On May 26, 2015, AWR discussed the reasons for the denial of the claim with **** ********, who advised AWR that no prior work on the line was performed by a private contractor. **** ******** then cancelled the program at the end of the May 26, 2015 discussion. The claim remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because:

As you continue to state that your company did not have to respond to our need of emergency services clearing our backup because we got another company to do so, is false.Instead you had your representative at 8:15am on May 24th. 2015 advise me to get a contractor out to check if problem was inside or outside the home. You stated you only covered for outside, therefore someone had to check inside first. We determined the blockage was outdoors which was AWR 's responsibility to come and clear.
No one would come out and check despite the fact we still had a backup. We have proof from our township. Bottom line, this company should not operate in the State of New Jersey if they continue to deny a claim before even checking the problem. No one from this company came to my home, therefore, this is a deceptive practice by the very fact of not even coming iut. Denying a claim before putting a canera down or checking the $17,000 damage that was caused inside by water and work on outside sewer.
of course your response is rejected. BBB - enough of he says, she says. Come to my home. I have proof of what this company's 
practices.  Lets review their record. If this happened to us, it happens all the time. Every one I have encountered when I relate the story, said they have heard of AWR's bad practices.
BBB check the reviews, time to take a stand and 
Time for American Water resources to live up to what they advertise to their customers or go out of business in NJ.


Regards,

******* * ****** ****************

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your July 28, 2015 correspondence regarding the rejection filed by *** *** **** ********.

As previously explained, the ********** claim was denied because **** ******** initially advised AWR that a private contractor cleared the line and she confirmed that she was not experiencing an issue when she contacted AWR. AWR has fulfilled its obligations under the Agreement. Therefore, the claim remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused the ********** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

8/10/2015 Problems with Product/Service | Complaint Details Unavailable
8/7/2015 Problems with Product/Service | Complaint Details Unavailable
8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/4/14 I contacted American Water Resources re: backup in my 2nd floor sink/bathtub and in my basement. The AWR rep that came to the house stated that the problem was outside the house and I should get a plumber to address this problem. The plumber charged me $652.68 to fix the problem of roots growing into the piping. He snaked the line, had me take videos of him doing so and said the problem was the roots growing into the line. AWR rep should have fixed this problem when he came out. Instead, he had me flush my downstairs toilet, then tell me when I went to the basement that he wished I could see how the water went right through and there was no backup. And he should not have been in the house in the first place because I could hear his supervisor telling him to get out of the house that he should not be in the house. And when he came to my house, and asked to come inside I said to him I thought that you were not supposed to come inside. When his supervisor told him to get out of the house, that's when he got out.

Desired Settlement: I want the return of my $652.68 that I had to pay out of my pocket for a plumber.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 15, 2015 correspondence regarding the complaint filed by ****** *********.

On April 4, 2014 Ms. ********* notified AWR that she experienced a back up. AWR dispatched a contractor and upon investigation the contractor determined that the customer was not experiencing an issue with her sewer line. On April 28, 2014, Ms. ********* notified AWR that she hired a private contractor to clear her sewer line. Ms. ********* then requested that AWR repay her for the out-of-pocket expenses she incurred to have her sewer line cleared. Since AWR’s contractor determined that Ms. ********* did not experience an issue on her sewer line, her repayment request was denied.

Please be advised that since AWR’s contractor determined that Ms. ********* did not experience an issue on her sewer line, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains denied. Additionally, Ms. ********* elected to cancel her Sewer Line Protection Program on January 20, 2015.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ********* to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. *********’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
The plumber which I paid out of pocket for had determined that AWR 's plumber should have completed the work based on his snaking the line from inside the house. And yes, I canceled my contract with AWR because they're a scam operation. They get paid, their plumber gets paid and the consumer pays.


Regards,

****** *********

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 29, 2015 correspondence regarding the rejection filed by ****** *********.

As previously stated, AWR’s contractor determined that Ms. ********* did not experience an issue on her sewer line. As a result, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ********* to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. *********’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:I reject AWRs' response because their plumber did not do everything possible to ascertain that the problem was not in the house. I have photos and videorecordings of the plumber I hired out of pocket snaking the line in the house. This was AWRs' responsibility.



Regards,

****** *********

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 29, 2015 correspondence regarding the rejection filed by ****** *********.

Ms. ********* was a customer of the Sewer Line Protection Program (SLPP). The SLPP covers repairs to blocked or clogged sewer lines; it is not a preventive maintenance program. Ms. ********* reported a blocked sewer line on April 4, 2014 and AWR sent a contractor to investigate the issue. AWR’s contractor determined that Ms. *********’s sewer line was not clogged, and as a result, it was not necessary for him to clear the line or make any repairs.


Ms. ********* later submitted an invoice, requesting repayment for out-of-pocket expenses she incurred by hiring her own contractor, dated April 26, 2014. If Ms. ********* experienced a sewer line issue after the service visit on April 4th, she could have contacted AWR to request that another contractor be dispatched to evaluate the problem. Pursuant to the SLPP terms and conditions, AWR will not pay any costs incurred by privately hiring a contractor. Ms. *********’s request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ********* to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. *********’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your July 7, 2015 correspondence regarding the rejection filed by ****** *********.

AWR made a good-faith offer to Ms. ********* in which the offer comprised of those repairs submitted by Ms. ********* that are covered under the program’s terms and conditions. We also explained to Ms. ********* that AWR would not be paying for any repairs not covered under the program. While Ms. ********* has rejected AWR’s offer, we believe the offer to be a fair one and will keep the offer open until July 21, 2015 in the hopes that we can amicably resolve this matter.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ********* to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. *********’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: AWR did not fulfill their promise to me as the consumer.



Regards,

****** *********

7/22/2015 Problems with Product/Service
7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Agreed to pay for water line repairs on April 30 2015 and have not received a check for $4,674.93 as stated in AWR SETTLEMENT AGREEMENT I have called AWR several times and have been told it may take 30 to 45 days to receive a check. It has been over 60 days and all I get from AWR is an apology. Meanwhile the water line has not been repaired and my water bill is three times the amount that it was before the leak occurred.

Desired Settlement: A check for the amount as stated in AWR SETTLEMENT AGREEMENT of $4674.93

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your July 8, 2015 correspondence regarding the complaint filed by ****** *****.

Mr. ***** contacted AWR reporting a water line leak. Mr. ***** accepted AWR’s resolution to settle the issue. A check was sent via overnight mail on July 13, 2015. We apologize for the delay.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *****

7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/8/2015 Problems with Product/Service | Complaint Details Unavailable
7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a home on February 20, 2015. I transfer the *** *** water and sewer to my name. I also purchase the water and sewer protection plan through *** which is administered by American Water Resources. I was preparing my house to be move in ready. I worked on this everyday since purchase. I used small amount of water throughout this period. Over the past fews day, I was in the process of moving in when I noticed the water was being retained in the house sewer trap. I tried to snake the sewer line by myself but unfortunately i was not able to free the line. On June 6, 2015, I contacted American Water Resources to claim that I was having these issues. They sent out their contactor ******* ***** *** ***** to assess and to fix the sewer problem. Liberty Water and Sewer representatives came to my home on the same day. They had me run the water for at least a half hour to see what the issue was. The water level in the sewer pit raised to the top. The representative went to his truck and got his tools and brought it into my home. He shortly went outside and made phone calls. He came with another representative and they told me that they were not able to get an okay with American Water Resources to proceed with cleaning the sewer line blockage. They told me to contact American Water Resources on Monday June 8, 2015 and they would not be able to do anything today. While they were exiting my home, I received a call from American Water Resources stating they were not able to proceed because of pre-existing conditions. I explain to the representative that I recently brought the house and was not aware of any of these conditions. They also said that the ******* ***** *** ***** stated that there is a break in the sewer line. I don't understand how they could of have determine that there was a break in the sewer line and pre-existing conditions if they did not do any type of diagnosis. *** ***** American Water Resources sold me a program to clear my sewer & didn't not deliver.

Desired Settlement: I would like *** *** and American Water Resources to fix this problem that I am encountering immediately. I would like them to deliver on the protect plan that they sold me.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 2015 correspondence regarding the complaint filed by ******** ** ******

Mr. ***** enrolled in AWR’s Water Service Line and Sewer Service Line Protection Program effective June 6, 2015. On that same date, Mr. ***** contacted AWR and reported a sewer line-related issue. AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. ******* effective date. Please be advised that conditions occurring prior to the effective date are not covered under Section 6 of the terms and conditions of the program. Further, back pitched lines are not a covered repair as they do not result from normal wear and tear.

As a result, Mr. ******* claim remains denied. His Sewer Service Line Protection Program will be cancelled since we are not able to continue to provide him service in accordance with the program’s terms and conditions. After he has his sewer line repaired, Mr. ***** may submit proof of repair in order to re-enroll in the program and we will waive the 30-day waiting period.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:

When AWR's contractor came to my residences there was no water in the sewer trap. AWR's contractor had me run all the sinks and continuously flush all the toilets for more than a half hour. After a half hour, the water started to slowly rising out of the sewer trap clean out plug. It rose about half way up in the sewer pit. The contractor went to his van and brought his snake into the house to clean the line. Then a second individual came and the two of them had a private discussion. After the discussion with second individual, the contractor took his snake and left my home. He told me to call AWR.

If there is a severe backup pitch as they claim, it would not take over a half hour for the water to come out of the clean up plug. The contractor sat and watched the water running through the sewer line for a half hour. How could he claim that the pitch was the problem if he did not use a snake nor a camera in the sewer line to the road. Under normal usage since June 6, 2015 I did not see any water in the pit. 

From this I come to the conclusion the contractor wanted to make money off of me by using AWR to claim these repair are needed.

Under the service contract, I would like AWR to have someone come back to my house, snake the line and prove that there is a pitch as they claim. I applied on May 06, 2015 for the protection program. I was given effective date of June 6, 2015 on May 20, 2015. They took one month to give me an effective date. I called on the day I had coverage. I am a new owner of this property and not aware of any prior issues before June 6, 2015.



Regards,

******** *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 17, 2015 correspondence regarding the rejection filed by ******** ** ******

As we explained previously, AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor, after conducting a thorough investigation, advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. ******* effective date. As a result, we do not believe it is necessary to snake or camera the line. Since conditions occurring prior to the effective date and back pitched lines are not covered under the program, Mr. ******* claim remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please contact me. Thank you for your time and consideration.

7/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have lived at *** ****** ***. ******* pa 16001 since 2002. We bought the home "as is" under a bankruptcy. We knew that the home may have never had drains replaced so we bought the sewer & water line protection in 2006 or 2007. Before we added that service our main house drain filled & occasionally overflowed into the basement. It continued doing that ever since we bought the home. On Oct. 14, 2014 we decided to call the sewer line protection company to have them check the drain and possibly correct the problem. They said it had to overflow a few more times before they would do anything other than use a snake. When they ran the snake here is what they noted: 60 feet from the basement cleanout to main at 25 feet we found roots. Since it seemed like we could not get the insurance company to fix the problem we called the local sewer company and they came to look at the problem. They said that we had 2 sewer lines. In order to meet code we needed to join the lines.... My point is that the workers from the sewer line protection company didnt know & didnt check for 2 lines. Also, they suspected that the lines were broken from roots but could not do anything, in their words, "after a few more visits". (** ****** * ****.) The other issue is that we paid someone $4000 to dig the lines , join them & repair the broken lines that were at the location that ** ****** thought they found (roots). I have pictures of the broken lines. What I want is for the sewer line protection company to pay for those repairs. I have been paying for sewer line protection for several years. This is the type of situation that it should cover: broken sewer lines! I called the sewer line protection company on June 9, 2015 & they said they could not do anything since we didn’t call them & follow their channels even though I did & I got no action to resolve the problem That’s when I called the local sewer company, which gave me information and guidance to resolve the problem

Desired Settlement: Payment of $4000 to pay for sewer line repair.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by ****** *****.

The ******* are customers of the Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned sewer lines. Please be advised that the SLPP is not an insurance contract. Mrs. ***** contacted AWR to report a sewer line backup. AWR dispatched a contractor who cleared the blockage. AWR was advised that roots were removed from the customer’s sewer line. The issue was resolved; as a result, no additional repairs were recommended. Pursuant to the SLPP terms and conditions, if the clog or blockage is cleared, no other repairs will be made. Accordingly, the ******’ request for repayment remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

6/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 6/5/15 I found black ooze coming from the drains in my house. I contacted AWR about the problem and they said they would send someone out. After waiting hours with no response and being unable to use the toliets or anything else in my house, I called a plumber and they were able to come out immediately. They fixed the situation and after running a camera down the lines, discovered that the orangeburg sewer line was in severe need of replacement. I contacted AWR who still had not sent someone out and they told me they needed their plumber to verify this. Eventually their plumber came out, told me there was nothing he could do since the problem was fixed, agreed with the plumber I had hired previously and also scoped the line to find the same results - the line needed to be replaced. I was told by him not to use my appliances (dishwasher/washing machine) until the line was replaced because it would back the system up again. He said he would send the report to AWR, but they would deny it and then said that his company could do the work for about 1500. He said someone would contact me Monday. Monday I got an email from AWR that they would contact me in 24 hours. Tuesday I still hadn't heard from them and contacted them myself. They told me there was nothing they could do, no report had been filed, there was no timeframe that the report would be filed and even then, I would have to have their plumber come out 3 more times, pay them $50 each visit, to even have a shot at the damaged pipe being replaced or even patched. In the meantime, I have had 3 plumbers come out, all have the same findings as my original and AWRs plumber, that the line is shot and needs to be replaced. AWR's warranty in no place states anything about 3 visits. No one can explain to me why AWR will not replace the line as my insurance that I pay 200 a year for says they are supposed to. AWR plainly told me that I just have to deal with the situation until, or, if, they deem it worthy of attention.

Desired Settlement: I would like to be able to use my appliances like a normal home owner. I would like to not have to clean up black ooze coming up from all my drains and damaging my property for 3 or more times to prove whatever AWR thinks it will prove when the fact is THEIR plumber said the ONLY fix was to replace the line and I have 3 other licensed plumbers who agree with him. I do NOT want to pay another $150 in service charges for the inconvenience of black ooze coming from my drains as a result of the backup, nor do I want to continue to pay over$200 a year for insurance that apparently only gives me the honor of paying another 50 bucks to some company that is in cahoots with AWR to scam the consumer out of money. Why any smart company would want to continue to shell out money to a plumber for 3+ times plus the cost of the damage that it's doing to my home, plus my laundry costs and anything else I incur from this debacle, when the only answer is to replace the line, I don't understand. FIX IT

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by ********* **********.

Ms. ********** is a customer of AWR’s Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned sewer lines. Please be advised that the SLPP is not an insurance contract. Ms. ********** contacted AWR on June 5, 2015 reporting a backup. AWR dispatched a contractor to assess the issue. When the contractor arrived later the same day, he found that Ms. ********** had already hired her own contractor who cleared her sewer line. The issue was resolved; as a result, no additional repairs were required.

After speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problem. AWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer line. He did not advise AWR that Ms. **********’s sewer line required replacement. Ms. ********** prefers to have her sewer line replaced. Therefore, the customer requested that the amount allotted for the recommended repair be paid to her instead, so she may offset the costs she will incur to replace her sewer line.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ********** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a water main break in our basement that was reported to AWR on Monday June 1,2015. AWR set us up with a contractor to take care of the leak. Contractor's son came out to the job site with an alcohol odor on Tuesday June 2 and told us that this is an emergency but he and his supervisor need to return on Thursday June 4,2015 between 9:00 and 11:00 AM to correct the problem. On Thursday June 4,2015 at approximately 12:00PM, we called the contractor and he said that he would not be able to come to our house until between 2:00-4:00PM. At 4:00 we then called the contractor and he stated that today was a bad day for him and that he would not be able to make it out to our house. We then requested another contractor and we are still waiting for help. Thursday June 4 ,2015 11:00PM. Thank You

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the complaint filed by ******* *********

Mr. ******** reported a water line leak on June 1, 2015. AWR dispatched a contractor to investigate the reported issue. The contractor investigated the water line leak on June 2, 2015 and scheduled a repair for June 4, 2015. The contractor rescheduled the appointment multiple times and as a result, AWR agreed to dispatch an alternate contractor to repair the ********** water line. The repairs were completed on June 5, 2015.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

6/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid one year in advance ($65.88) for water line protection to and from house to street. When contacted, AWR could not verify it had been paid until informed of the date, check #, amount, and Bank name. When they were able to verify, we were informed that a sewer problem is not covered, only incoming water. They did offer to cover all lines for $15.99/mo. additional, but that would not cover the current problem. I cancelled service and requested refund of the year-in-advance paid. Refund may or may not be issued in 6 to 8 weeks. Their advertising makes them appear to be recommended by the ***** ** ***** *****, who only sell them names of homeowners in Pueblo, CO. I will now call a plumber by myself, at my expense, as they still want me to increase this worthless coverage.

Desired Settlement: refund and/or pay for the plumber that I had to choose.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 30, 2015 correspondence regarding the complaint filed by ****** ****** and *** **********

Mr. ****** and Mr. ********* enrolled in the Water Line Protection Program (WLPP) offered by AWR. The WLPP covers a customer’s external water service line in the event it leaks or is broken and will provide service in accordance with the terms and conditions of the program. Mr. ********* contacted AWR to report a sewer line issue, which is not covered by the WLPP. The customer requested to cancel his enrollment in the WLPP. A check in the amount of $65.88, representing a full refund, will be mailed to the customer.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ****** and Mr. ********* to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

6/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2015 American Water sent a bill for a renewal of a warranty and it was paid by check and mailed back to them. Less than 2 weeks later, American Water performed an electronic debit from our account for the same amount. We caught the error and called them and they said they would issue a refund. It is now May 2015 and we have contacted them on several occasions about the status of our payment and continue to be told we must wait 45 days for it to process. It has been well over 45 days and we want our money back. It is incredibly deceptive that they would send a paper bill and then take an electronic debit and then not automatically issue a refund when two payments show on our account. I am glad that I am not a senior or someone who lives paycheck to paycheck as the payment is $200.00. I called again today 5/22/15 - as this is the date they said we should receive the refund by - and was told again that there is a 45 day processing time. I asked to speak to a supervisor and was told it would be a 48 hour wait for that call, which due to the holiday weekend could be until Wednesday, May 27th before I hear from them. At this point I feel as though they have STOLEN my money. I want my refund to be processed electronically and to be put back in to my checking account as easily as they took it out. No excuses are for their deceptive practices, they just need to refund our money ASAP - no more 45 day processing times. It should not take 6 months to get a refund.

Desired Settlement: I want my refund to be processed electronically and to be put back in to my checking account as easily as they took it out. No excuses are for their deceptive practices, they just need to refund our money ASAP - no more 45 day processing times. It should not take 6 months to get a refund. If they were a good company they would offer us something for our trouble - but I don't see that happening. I just want our money refunded ASAP!

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 27, 2015 correspondence regarding the complaint filed by ****** *** ***** ********.

Mr. and Mrs. ******** are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWR. They paid the annual program fee twice and requested a refund of the second annual fee. A refund check was mailed to the ********** on May 27, 2015. We apologize for any inconvenience this may have caused.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. and Mrs. ******** to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: I don't think they are taking responsibility for THEIR OVERSIGHT or the UNETHICAL matter in which our refund was handled.  Their explanation makes it appear as if this was an error on the part of my husband and I that WE overpaid our account.  When in FACT they sent a paper bill and received payment PRIOR to an electronic debit that was set up whereby THEY TOOK AN ADDITIONAL PAYMENT.  It took nearly 3 months to clear the matter up AND that is ONLY because my husband and I caught the error on our bank records and continued to follow up with the $197 oversight.  It was also interesting how our complaint and our bookkeeping records saved 900 of their customers from being neglected in refunds (according their customer account manager). 

We have since received our overpayment - that should have NEVER happened if they ran an ethical billing process. 



Regards,

***** *** ***** ********

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the rejection filed by ****** *** ***** ********.

Mr. and Mrs. ******** are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWR. They paid the program fees using a debit card. The debit card information recorded in the ********** account expired, and as a result, they were sent a renewal notice. Mr. ******** called AWR to update his debit card information. Shortly thereafter, AWR received a check from the customer to renew the Program. After receiving the check, AWR inadvertently charged the debit card. A refund check for the duplicate payment was sent to the customer.

If Mr. ******** did not contact AWR initially about his request for a refund, he would have received a letter advising him of the duplicate payment. However, there was a delay in updating the account because of the duplicate payment issue. We apologize for any inconvenience the customer may have experienced as a result of this issue.

AWR takes all consumer concerns seriously. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *** ***** ********

6/11/2015 Billing/Collection Issues | Complaint Details Unavailable
6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Good morning - I obtained a contract with American Water Resources to provide in-home protection against water/plumbing/sewer damage. I have had 2 incidents in the last 4 months that were not covered. Yesterday, the pressure relief valve of my hot water heater broke, so I read my contract and contacted AWR. The representative stated that it WOULD be covered, including parts, and that I would get a call back in "a few". Assuming this was a few minutes or a few hours, I waited about 4-5 hours before calling back. I called back and again waited about 10-15 minutes to speak to a representative and was advised that a return call could take up to 12 hours. Today, after 12 hours of "open for business" wait time, I called back. ******* (Operator ****) stated that the pressure relief valve was NOT covered and that I received incorrect information. I advised that I wanted to cancel all service because of poor coverage and poor customer service, so ******* transferred me to customer service...which is closed on Sunday for accepting cancellation calls. I then called back and got an IMMEDIATE answer when I said that I wanted to "buy" new service (go figure the fast response time!), and asked to speak to a manager. The individual said that I AGAIN reached the "overflow" center in Illinois (for the 3rd time in 4 attempts in two days). I was told that customer service was open and that I should have been able to talk to someone about cancellation (she was incorrect...again). I called back again, and coincidentally spoke with ******* again, and she said a manager would call me back in the next couple of hours to avoid me contacting BBB. The call from a manager never came, so clearly AWR does not care much about its customers, nor do the employees who work there know much about the business or the services they offer, especially the "overflow call center", which seems to be the main people you speak to when calling. The service is practically useless as well. Poor rating!

Desired Settlement: I just want AWR to follow through on the service that the INITIAL representative stated was covered, hence my reason for NOT contacting another company or attempting to repair the issue myself prior to leaving for a business trip. I now left the home with my wife having to try to deal with all of this for an issue she can't repair while I am away, and now needing to empty a pot under the hot water heater every 12 hours until I return home. AWR should share with its employees what they actually do and don't cover (and I read the contract...a pressure relief valve is not specifically listed in the "Not Covered" section" even though about 100 other things are!). Additionally, they should have knowledge of what centers are, or are not, opened during the week and on weekends. Finally, management should be available to speak to customers with concerns instead of representatives taking a message and a manager never calling back. Isn't that in Business 101?

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 6, 2015 correspondence regarding the complaint filed by ***** *****.

After investigating Mr. ******* complaint, AWR’s records do not indicate that AWR’s representative informed Mr. ***** that his pressure relief valve is a covered item. In accordance with the terms and conditions of the IHPP, AWR will not pay to repair any devices connected to a customer’s supply system or drainage system, such as pressure relief valves. As a result, Mr. ******* claim remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:

AWR provided incorrect information, and had poor customer service throughout each of the three contacts I had with them. I would like AWR to cancel my contract and provide a full refund of my few payments to date for their poor customer service. They did not hold up their end of the customer agreement by providing professional representative customer service. 

Regards,

***** *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 27, 2015 correspondence regarding the complaint filed by ***** *****.

A representative from AWR’s escalation and compliance team contacted Mr. ***** and she thoroughly reviewed the terms and conditions of the IHPP with him. Mr. ***** confirmed his request to cancel. His programs were cancelled, effective May 3, 2015, and a pro-rated refund was issued.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

The company was unable to provide a full retroactive refund or services requested as initially promised by AWR's customer service representatives.  A partial refund was provided after my initial call for my second customer service issue with AWR.  Though I would never re-sign another contract with AWR, nor would I ever recommend their services to any other customer due to poor customer service and questionable contractual misrepresentations, I nevertheless received a partial refund of about $25, which apparently is all this multi-million dollar company can part with after the numerous customer service issues I have encountered with them.

Therefore, I relunctantly accept AWR's solution since only two options are given here (accept/reject).  I would not be surprised if the number of complaints continued to increase if additional customers sign their contracts.

Thanks for your assistance.

Regards,

***** *****

6/3/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have communicated with AWR since January, 2015 requesting that they change the checking account that my monthly payment is withdrawn from. As of May 8 the bill is still being withdrawn from the old account. I have contacted AWR four times, one to two months apart, by phone and returned any forms that they requested. Each time I am told that the problem is taken care of. Each time I am billed the next month at the old checking account. This has become a trust issue due to inaction. I am concerned that if I pay the bill in July for one year that AWR will continue to make monthly withdrawls from my old account. I am told that I will not be double billed, however, I have been double billed in the past by AWR.

Desired Settlement: At this point, I would like to hear from AWR and hear what they suggest. A monthly payment from my new checking account is what I have requested all along. If I pay the annual charge in July by check, I am requesting that a letter of acknowledgment of payment is sent.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 12, 2015 correspondence regarding the complaint filed by ***** *****.

Mr. ***** correctly submitted his new banking information. The change has been made to his account. The next monthly program fee will be debited from the new account he provided.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
If the correct bank account is billed in June 2015, then I will accept that this resolution is satisfactory to me.
So, my acceptance is conditional at this time.

Regards,

***** *****

5/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I thought this was a year to year sign up because they kept sending me sign up cards every year after that I did not sign up for. Now my checking account is in arrears because I didn't notice that was happening until lately as I pay my water bill on line.

Desired Settlement: I would like a reimbursement of $5.00 a month after the year 2012 the first and last year I signed up for this service.which adds up to $135.00. Also I would like them to talk to their employee, ****** who hung up on me. Thank you

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 26, 2015 correspondence regarding the complaint filed by *** *****.

Ms. ***** stated that she enrolled in AWR’s Water Line Protection Program (WLPP) for the year of 2012 only, and that AWR continued to charge her beyond 2012. AWR retrieved Ms. ******* signed enrollment form which indicates that Ms. ***** elected to have AWR debit all subsequent monthly charges from the account she provided until she notified AWR of a change or cancellation. Additionally, Ms. ***** mentioned that because she received mailers from AWR, she assumed that her WLPP coverage was expired. Please be advised that the mailers the customer received were regarding additional protection programs that AWR offers to its customers.

Ms. ******* cancellation in the WLPP was processed and effective on the date of her request, March 20, 2015. Furthermore, Ms. ***** mentioned that she had an unpleasant experience with AWR’s representative. As a result, this issue has been forwarded to the quality assurance team who will further address this matter. 

Since Ms. ***** voluntarily enrolled in the WLPP and elected to have AWR debit a monthly charge from the account she provided, which is verified by her signed enrollment form, no program fees will be refunded to the customer.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are responsive to the Ms. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: 10548814

I am rejecting this response because:  they are unclear about the coverage. I would not have given them my accnumber from my bank. I want proof by mail of that. I want them to send it personally by me in the mail along with proof that says it is until I call and cancel.



Regards,

Janet Espey

Consumer Response:
Complaint: ********

I am rejecting this response because:
It is a complete misrepresentation and not even associated with the ******** ***** ******* here in *** ****** Mo. I called and asked. If I sent a check for $5.00, i. Want a copy of that check as my Bank does not send me a copy of the checks but you should have a copy of it on file. I have not received any mail regarding this issue but I will keep pursuing it until I get ALL the proof I need to resolve the issue. 


Regards,

***** *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 23, 2015 correspondence regarding the rejection filed by *** *****.

Pursuant to Ms. ******* request, a copy of the signed check that she sent to AWR to enroll in the Water Line Protection Program (WLPP) was mailed to the customer on May 1, 2015. Additionally, a copy of Ms. ******* signed enrollment form authorizing AWR to debit all WLPP monthly charges from the account she provided was sent to the customer on April 16, 2015.

We trust that the foregoing explanation is responsive to the Ms. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

5/10/2015 Problems with Product/Service | Complaint Details Unavailable
5/6/2015 Problems with Product/Service | Complaint Details Unavailable
4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Water Resources, LLC ("AWR") was my insurance carrier for the maintenance, repair, and servicing of my home's sewer line. Due to the company's failure to honor the terms of my insurance policy, as well as its incorrect and deceptive misrepresentations, I incurred damages totaling $11,600.00. On or about February 1, 2014, AWR sent its plumber to my home to clear a main sewer line backup. After partially clearing the blockage to a distance of 50 feet, the plumber advised me that AWR would not allow him to perform any further work because there was a snake stuck within the line at 12 feet. Both the plumber and AWR refused to take further action or servicing on the sewer line until I had the alleged snake removed, even though the plumber agreed that the alleged snake was not the cause of the blockage. At AWR's specific advisement, I hired my own plumber to remove the alleged snake. This was no easy task. The concrete above the sewer line needed to be broken up so that the snake could be physically removed from the pipe. Additionally, undergoing a project of that magnitude forced me to incur the expense of repairing the blockage that AWR refused to clear, despite its duty to do so under the terms and conditions of my insurance policy. I specifically advised AWR of this work to be performed, which required excavating the front yard and sidewalk to a depth of 12 feet. I again requested that AWR provide the plumber. AWR refused to do so. Rather, AWR advised me to pay for the repairs out-of-pocket and call them so their plumber could reassess the situation. I told them that leaving a 12 foot hole would be an unsafe situation and unacceptable. Significantly, no snake was ever found in my sewer line! The only items found were tree roots. AWR's misdiagnosis of the snake caused me to incur $11,600.00 in damages and resulted in extreme hardship to my family. AWR had a duty to unclog my sewer line and breached that duty by failing to do so.

Desired Settlement: AWR needs to refund me $11,600.00, which represents the cost of the repair of my sewer line. The repair was covered under my AWR insurance policy. AWR used deceptive practices to avoid making these repairs. AWR misdiagnosed what was in my sewer line and refused to take further action to repair the condition. AWR must also refund me my insurance premiums, since AWR accepted those premiums but did not perform its obligations under the insurance contract.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 19, 2015 correspondence regarding the complaint filed by ****** ********.

On February 1, 2014, Mr. ******** notified AWR that he was experiencing a sewer back up. That same day, AWR dispatched a contractor to investigate the issue. AWR’s contractor conducted a video camera inspection of the sewer line. Upon investigation, it was determined that Mr. ******** had a piece of equipment stuck in his sewer line. At that time, the customer was advised that pursuant to the terms and conditions of the Sewer Service Line Protection Program (SLPP), AWR does not repair anything caused by the customer or any third parties. Additionally, the customer was advised that AWR’s contractor would be unable to provide any further service until the item was removed from the sewer line by a private contractor hired by Mr. ********.

In Mr. ********’ complaint, he stated that he hired a private contractor to remove the piece of equipment that was in his sewer line; however, the customer stated that his private contractor did not find any equipment in the line, only tree roots. After receiving the customer’s complaint, AWR once again reviewed the video camera inspection that was completed by AWR’s contractor and it was confirmed that a piece of equipment was in the customer’s sewer line.

Mr. ******** is requesting that AWR repay him for the cost he incurred to hire a private contractor to replace his sewer and water lines, as well as all Program fees that he has paid since enrolling in March of 2013. Since it has been confirmed that Mr. ******** had a piece of equipment in his sewer line and there is no evidence of any leak or break to the customer’s water line, his requests have been denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Mr. ********’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: the results of the company’s video camera inspection were incorrect.  At the company’s insistence, I hired a contractor to repair the sewer line.  However, the contractor only found tree roots in the sewer line, and he provided the attached letter to that effect.  He did not find any snake, piece of equipment, or other foreign item, as the company had allegedly indicated as grounds for not repairing my sewer line themselves.  Since the tree roots were obviously not caused “by the customer or any third parties,” the company had a duty repair the sewer line under the policy.  The company failed to do so, and the company failed to reimburse my out-of-pocket expenses
when it forced me to arrange for the repairs myself.

The company’s investigation was unreliable, incorrect, and insufficient.  Had the company performed a proper investigation, it would have recognized that there was no piece of equipment or foreign object in my sewer line.  Despite being advised of this mistake, the company has astonishingly continued to refuse performance of its duties under my policy.  The company’s response to my underlying claim and subsequent complaint has been completely misleading and disingenuous.  I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.

Regards,

****** ********

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2015 correspondence regarding the rejection filed by ****** ********.

As previously stated, AWR dispatched a contractor to investigate the issue described by Mr. ********. AWR’s contractor restored service for the customer by clearing the sewer line. The contractor also conducted a video camera inspection of the sewer line and observed that Mr. ******** had a piece of equipment in his sewer line. At that point, the customer was advised to remove the item and then to notify AWR so our contractor could continue the investigation and make any necessary covered repairs. AWR did not deny Mr. ********’ claim due to the foreign object; we were awaiting confirmation that the object was removed so the contractor could be dispatched to complete the claim.

Mr. ******** stated that the private contractor he hired to replace his sewer line did not find a foreign object in his sewer line, only tree roots. However, in the video camera inspection completed by AWR’s contractor, it is evident that there is a foreign object in the customer’s sewer line. AWR reviewed the video and it has been confirmed that the foreign object was a piece of equipment. Since it has been confirmed that there was a foreign object in Mr. ********’ sewer line, the customer’s demand to have AWR repay him for the out-of-pocket expenses he incurred to replace his sewer line remains denied.

Mr. ******** also requested AWR to repay him for expenses he incurred to replace his water line. AWR’s Water Service Line Protection Program provides protection for leaking or broken water lines. The customer explained to AWR that he did not have a water line leak. As a result, this request has been denied.

Mr. ******** also requested a refund of his program fees. AWR honored multiple claims established by Mr. ******** and provided service under the contract. The customer’s request for a full refund has been denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Mr. ********’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: the AWR contractor never cleared my sewer line, and because the results of his video camera inspection were incorrect.

Contrary to AWR’s assertions in its most recent response, its contractor never cleared my sewer line.  Rather, the contractor attempted to clear the sewer line by using a snake, which did not completely work.  The contractor then attempted to clear the sewer line by using a water jet system, which also did not completely work.  These failures resulted in the video camera inspection that AWR referred to in their letter.  Had the AWR contractor properly cleared my sewer line, the video camera inspection would not have been necessary.

As previously noted, the results of the AWR’s video camera inspection were completely incorrect.  My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to now reimburse.

AWR claims that their company advised me to remove the “item” in my sewer line, and then notify AWR so their contractor could make the necessary repairs that he could not previously fix.  As discussed with multiple AWR representatives at the time, this was impossible to do.  My sewer line is located below a concrete walkway on a public street.  In order to remove the “item” that AWR incorrectly stated was in the sewer line, I needed to break up the concrete; once the concrete was broken up, it would be unsafe to leave the public walkway open while we waited for an AWR contractor to further investigate.  Again, I invited AWR to perform the procedure themselves, but the company refused, likely due to the large expense involved with the project.

AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect.  In a letter dated May 5, 2014, a licensed sewer and water main specialist attested to the fact that he personally opened up the sewer line, and that no foreign object was found.  An in person inspection by a
licensed professional is certainly more reliable and accurate than a video camera inspection.  Despite this evidence, however, the company has chosen to reiterate its prior incorrect position.  The company’s blatant disregard and cavalier dismissal of the contradictory objective evidence provided to them is insulting and is a waste of the Better Business Bureau’s time, energy, and resources.

In sum, AWR made a statement to me that turned out to be false and incorrect.  I relied on that false statement in good faith, and I was forced to incur $11,600.00 in out-of-pocket expenses. AWR admits that that they would have repaired my sewer line if no foreign object was present, but now refuses to honor their duties under my insurance policy.  The company should be sanctioned for its irresponsible and disingenuous behavior.

Regarding AWR’s comment that my water line did not have a leak, the company ignores the fact that once lead pipe is exposed to the air, it develops leaks. These leaks would have lead to a subsequent excavation of the concrete at an additional expense at a later time.

I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.

Regards,

****** ********

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your February 24, 2015 correspondence regarding the rejection filed by ****** ********.

AWR stands by its prior responses dated January 27, 2015 and February 16, 2015 that it is evident in the video camera inspection completed by AWR’s contractor that there was a foreign object in the customer’s sewer line. Additionally, the customer explained to AWR that he did not experience a water line leak; he replaced his water line as a preventive measure. As a result, the customer’s demand for repayment of the out-of-pocket expenses he incurred to replace his sewer and water lines remain denied.

Mr. ******** also requested a refund of his program fees. AWR honored multiple claims established by Mr. ******** and provided service under the contract. The customer’s request for a full refund remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Mr. ********’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: AWR has added nothing to justify its breach of contract and because the results of its contractor’s video camera inspection were incorrect.  As noted multiple times previously, no foreign object was ever found in the sewer line, and I specifically provided a certified letter from a licensed contractor confirming such. In response, AWR has submitted absolutely no evidence to the contrary and has continued to ignore the objective evidence.  This communication is now a formal demand for AWR to produce evidence showing that a foreign object was present in my sewer line.  

Additionally, AWR’s statement that the replacement of the water line was preventative is incorrect.  AWR again fails to recognize that by excavating the concrete above the water line, the line needed to be replaced; and again, the concrete was excavated based upon an incorrect assessment provided by AWR in response to a video camera inspection rather than an in person inspection.

AWR states that it takes customer complaints seriously, but their actions have showed just the opposite.  The company has had over one hundred complaints to the Better Business Bureau alone, a number of which remain unresolved.  In this instance, the company made a statement of fact that turned out to be incorrect, and yet the company continues to disregard its duties under the policy for which I paid premiums.  AWR is notorious for deceptive business practices, and my case is no different. 

As stated previously, AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect.  My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to reimburse.  

I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.  In the alternative, I demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line.

Regards,

****** ********

Consumer Response: Complaint: ********

I am rejecting this response because: AWR’s response was completely untimely, and because the response did not add anything new to my complaint. 

First and foremost, AWR defaulted on its opportunity to respond to my complaint. I rejected AWR’s prior response on March 14, 2015.  A rebuttal was necessary within ten calendar days of that rejection.  AWR did not respond until April 8, 2015, nearly thirty days later.  Additionally, AWR’s response failed to provide a reasonable excuse for the delay, and it certainly did not provide proof of a meritorious defense to my claim.

AWR also failed to provide any new information in its response.  Significantly, AWR failed to provide evidence conclusively showing that a foreign object was in my sewer line.  Rather, AWR merely attempted to shift their burden to me by forcing me to review their video camera inspection outside the presence and forum of the Better Business Bureau.  I reject this delay tactic and refuse to do so.

Once again, I formally demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line.  If that evidence is in the form of a video camera inspection, then AWR must upload that inspection to the Better Business Bureau system so that it can become part of the record.  Additionally, I demand that AWR provide, in writing, the following: a description of the alleged foreign object contained in my sewer line, along with the size of the foreign object, the shape of the foreign object, and the location of the foreign object in the sewer line; and a description of the sewer line piping, including the color of the piping, the condition of the piping, and the material from which the piping was made. 

To be clear, AWR has had four opportunities to provide evidence rebutting the fact that no foreign object was contained in my sewer line and rebutting the independent letter provided by the contractor that actually opened up my sewer line and found only tree roots.  AWR has continued to waste the Better Business Bureau’s time, energy, and resources, and has failed to provide the requested information.  

As stated previously, AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect.  My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to reimburse.  This statement is especially true in light of the fact that AWR defaulted and failed to provide a timely rebuttal to my prior response.  

I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.  As discussed in greater detail above, I also demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line.  I further request that the Better Business Bureau sanction AWR for its flagrant disregard of the facts of this case and for its frivolous conduct in the handling of my claim.

Regards,

****** ********

4/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a monthly sewer line insurance policy through American Water Resources. Web site specifies that policy will repair or replace blocked sewer lines caused by root growth or soil shifting/settling over time. I filed a claim and the insurance provider stated that the policy will not cover my type of blockage which is caused by a "belly" in the sewer line. It does not state once in the terms and conditions of the policy, that "bellies" are not covered. My opinion is that the soil shifting over time has caused the "belly" to occur. The website is extremely misleading and I think the policy does not cover what it promised to.

Desired Settlement: I would like the insurance company to cover the cost of the repair/replacement of the sewer as the web site states.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 27, 2015 correspondence regarding the complaint filed by ******* ********.

AWR confirmed that Mr. ********** sewer line was bellied. Repairing a belly on a sewer line is not a covered repair. Therefore, Mr. ********** claim was denied.

Nevertheless, AWR re-evaluated Mr. ********** claim file and we have decided to reverse our original decision to deny his sewer line claim. AWR advised the customer that we will dispatch a contractor to repair his sewer line issue. Mr. ******** was very pleased with the resolution.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. ********** concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
American Water Resources has informed me that they will be repairing my sewer line.  Arrangements have been made at the behest of one of the affiliated plumbing contractors to commence repair on Tuesday, April 14-15, 2015.  I am very satisfied with this resolution.  Thank you BBB for your consumer advocacy and thank you American Water Resources for doing the right thing in the end.

Regards,

******* ********

4/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First time I have had problems with this company. I sent two individuals payments with the bottom torn of off the invoices to insure accurate payment in for different services on the same day. Hand delivered to post office on 2-10-15 was due on 2-27-2015. I called on 2-17-2015 for conformation was told they had not received them okay. I then called five business days later was told they had only received payment for one service totaling $47.88 had conversation with service rep. was told they were behind on processing then how could they processes one and not the other. they did not know. I checked with my bank both checks the other one $180.00 for the other service which was for outside water line and sewer line unlimited protection had been sent through on the same day which was 2-20-2015. Mean while I receive a letter from the company stating that my enrollment for the $47.88 was good up through 2-19-2016. Where this came from I do not know called back on 3-12-2015 at 2:41 p.m. no answer voice mail was full. I then contacted local BBB they directed me to the right BBB. I have since received a confirmation letter stating that the $47.88 for in home plumbing is now active from the date of 3-12-15 yet it no where does it states any thing about the water line and sewer line unlimited protection program. Need conformation for the water line and sewer line unlimited protection program and for the in home water line protection to have both plans starting on the same day. if they want to start both on 3-12-2015 I am okay with that. Thank you

Desired Settlement: Confirmation from them of both service plans starting on 3-12-2015. Separate letter from them of an explanation of what went wrong from their end.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 24, 2015 correspondence regarding the complaint filed by ***** *******.

Please be advised that when a customer enrolls in any Program offered by AWR, a confirmation letter is sent to the customer upon the customer’s enrollment. Upon the renewal of a customer’s Program term, AWR does not send a letter confirming the renewal.

Ms. ******* enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in November of 2009. Upon the expiration of Ms. *******’ IHPP in November of 2011, the customer did not renew her Program. In March of 2015, Ms. ******* re-enrolled in the IHPP. At that time, a confirmation letter was sent to the customer regarding her enrollment in the Program.

Ms. ******* enrolled in AWR’s Water and Sewer Line Protection Program in January of 2014. At that time, a confirmation letter was sent to the customer. Ms. ******* chose to renew her Water and Sewer Line Protection Program by sending a check to AWR. Since AWR does not send notifications regarding a customer’s renewal in any Programs offered by AWR, Ms. ******* will not receive a letter confirming that her Water and Sewer Line Protection Program had been renewed.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are responsive to Ms. *******’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NJ AMERICAN WATER IS BILLING FOR PROTECTION PROGRAM PLANS WITH IN MY WATER BILL. ( $15.70.) WE REQUESTED VIA PHONE FOR REFUND AS WE DIDNT AUTHORIZE OR ENROLL. 3/915 Customer service manager ***** ******* sent form letter to us confirming we were enrolled in their program. I didn't sign up for this as I lost my job. I feel the Water company is accountable as the extra charges occurred on their invoice. They say the coverage is from an outside vendor and they can't help resolve. The company is charging me for water in NJ. The bills go to Pittsburgh PA. ** ***** ********* **** address changed to **** ********* *******. BBB list shows as it as ****.

Desired Settlement: I want a full refund of all charges.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 19, 2015 correspondence regarding the complaint filed by ****** ******.

Mr. ****** stated that he did not enroll in AWR’s Water Line and Sewer Line Protection Program (Program). Please be advised that Mr. ****** enrolled in the Program on July 3, 2007 and he elected to have the Program fees added directly to his water bill. If Mr. ****** would like to cancel his Program, he may call customer service toll free at: ###-###-####.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are responsive to Mr. ******** concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased water line warranty from American water Resources for 3 consecutive years. On February 12th , 2015 , I noticed that my water line is leaking and I filed a claim by with AMERICAN WATER RESOURCES and the claim #******.On Feb.18th a local plumber was send by the warranty to come verify my leak. So 3 days later I called AMERICAN WATER RESOURCES for repair and they told me that my claim is under review, I called again 2/21/15,2/23/15, 2/24/15, 2/25/15 . I continue to tell the same misleading information that my case is under review. On 2/24/15, I called the same local Contractor who came to verify the leak and they told me that:AMERICAN WATER RESOURCES told them that they won't pay for my claim. So I went on to called the:AMERICAN WATER RESOURCES on 2/25/15 at 10:00 and they still told that my claim under review. On 2/25/15 at 3:50 finally they called and left a bogus and confusing message on my cell and I called back and I still cannot have chance to talk to the claim Dept. I was told that they are busy.Anyway I want AMERICAN WATER RESOURCES to pay the full repair of the water line, there is nothing in the policy that explain their decision not to pay for my claim.I want BBB to let AMERICAN WATER RESOURCES know that they are wrong and they need to pay for my service asap. Product_Or_Service: Water line warranty Order_Number: ****** Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund Repair my water line asap. I want a Manager of that service to contact me and bring a solution asap.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your February 26, 2015 correspondence regarding the complaint filed by ******* ******.

Ms. ****** notified AWR that she experienced a verified leak on her water line. AWR dispatched a contractor to investigate the issue. Upon AWR completing a follow up call with the customer, AWR learned that the contractor had not yet contacted the customer to investigate her issue, thus causing a delay. AWR contacted the contractor and was able to have the contractor investigate her issue that same day. During the proposal review process, AWR learned that the customer’s water line was made of polybutylene, a material that has been the subject of a class action litigation.

In Ms. ******’s complaint, she stated that there is nothing under the Water Line Protection Program (WLPP) that explains AWR’s decision to deny her claim. Please be advised that pursuant to the terms and conditions of the WLPP, AWR will not pay to repair anything that has been the subject of a recall or class action litigation, such as polybutylene. As a result, Ms. ******’s request to have her polybutylene water line repaired remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. ******’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: I beleive American water resources is a very bad business and they should not aloud to continue ripoff Customers.
once again you can not denied a claim because of the type of pipe the I have, when I pay you for the policy, did you ask me what type of pipe I have? No you did not because you know what you are up to. It does not matter what kind the pipe I have you would still denied my claim because that what you do. 
Beware this claim still have to pay whether you want it or not, I'm going to ask my State Attorney to ban your business in Md .




Regards,

*******  ******

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 3, 2015 correspondence regarding the rejection filed by ******* ******.

Please be advised that as a service contract provider, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP). AWR cannot be certain of the material of a water line unless excavation is performed and the line is exposed.

In accordance with the terms and conditions of the WLPP, AWR covers repairs to leaking and broken water lines that are caused by normal wear and usage. Leaks and breaks in polybutylene pipes do not result from normal wear and usage, rather, polybutylene is a defective material that fails prematurely. Therefore, the product is no longer made and not covered by AWR. As a result, Ms. ******’s request to have AWR repair her water line remains denied. Additionally, Ms. ****** has been cancelled from the WLPP. The customer will receive a refund for all monies that she has paid into the WLPP; a check in the amount of $202.03 will be mailed to her.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. ******’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
AWR is a very dishonest business for many raisons:
1- if you doesn't cover polibutylene pipe, why don't you ask the Customer what kind of pipe you have before you enroll for the policy? you don't ask  any question because you know for sure it doesn't matter what kind the pipe , you would denied anyway the claim.
2-tell me where in the policy you make exception of kind of pipe you cover? AWR set Customers up in a way to denied their claim.
3-AWR As soon as you denied my claim and you sent me a letter of cancellation of service and in your letter you claimed that I requested the cancellation, that not true, I did not request cancellation. I request my claim to be pay that all.
   Once again I requested that my claim to be pay in full without excuses from AWR, i'm tired to hear excuses from them





Regards,

*******  ******

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your March 12, 2015 correspondence regarding the rejection filed by ******* ******.

As previously stated, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP). Since AWR has recently learned that Ms. ******’s water line is made of a defective material, AWR has cancelled her from the Program and issued her refund check on March 13, 2015 for all Program fees that she has paid.

Under section 7 of the WLPP terms and conditions, it states that AWR will not pay for repairing anything caused by defective materials, such as material that has been the subject of a recall or class action litigation. Ms. ****** may find the WLPP terms and conditions on AWR’s website: www.awrusa.com.

In reference to the WLPP cancellation letter that Ms. ****** received, please be advised that this letter was sent to her in error. A cancellation letter providing the correct information will be mailed to her.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. ******’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
  As I said before, AWR is very dishonest and does not care about Customer concerns, and i'm still waiting for the payment of my water line replace. 


Regards,

*******  ******

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Re: *** *** ******* ********** PA 19405 Complaint against: American Water PA + American Water Resources A single mother and her daughter have not had water for over one week. Water pipes\water main broke last Thursday night [Feb 19]. We have insurance that comes as a line item on our water bill that we were told will absolutely cover this repair. As of Feb 27, we made over 50 calls to get this resolved. All calls are documented in our cell phone logs. We keep getting bounced between the American Water PA + American Water Resources. They sent out their own employees and 3 contractors to fix it but no one has done anything. They only got around to calling OneCall yesterday. The staff on the phone are very nice and assure that the repair will be done ASAP but it has not happened yet. PLEASE HELP ASAP ***** ****** ***** ###-###-#### ***** ***** ###-###-####

Desired Settlement: Please help us get the repairs done! We don't know what else to do. Thanks

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your February 27, 2015 correspondence regarding the complaint filed by ***** *****.

Ms. ***** notified AWR that she experienced a verified leak on her water line. Upon investigation, AWR’s independent contractor determined that her water line had two problems; one issue had to be repaired by the water company, and the second problem was covered by the Water Line Protection Program. AWR’s independent contractor repaired the water line leak, and Ms. ******* water service was restored on February 27, 2015.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation is responsive to Ms. ******* concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

3/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company provides insurance for home water and sewer lines. We have been without water for five days, calling them three times per day to check on our claim. We never recieve calls back, and they claim they cannot connect us with anyone who is in charge. Every time we call, we start over from the beginning because no one has information on the claim we filed.

Desired Settlement: We would like our water restored and to have them pay for the work. We have been paying for this insurance for three years and this is the first time we need to use it.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your February 25, 2015 correspondence regarding the complaint filed by ***** ******.

Mr. ****** notified AWR that he experienced a verified leak on his water line. The next day, AWR’s contractor investigated the issue and found that additional equipment would be required in order to complete the repair. On February 27, 2015, Mr. ******** water was restored and the repair was completed at no additional cost to the customer. During a follow up call with the customer later that day, Mr. ****** stated that he was pleased with the resolution.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ****** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Mr. ******** concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is in reference to the water & sewer line protection program. I enrolled in the program after learning that the sewer system for my house is very old and could require repairs at some point. The program also sends out predatory notices that the service might be needed because of the poor condition of the systems in my neighborhood. I am so sorry I enrolled in this service because they continue to charge you for a year even when they don't provide services that you request. They also auto re enroll you unless you call and cancel via their very poor customer service system. Basically, there was a huge problem at my house and the sewer line was clogged. American Water resources sent out a couple very rude and crude workers that guffawed and joked about the raw sewage they dumped around the house. They informed me that the vacant house next door was clogging the line and that they couldn't do anything to help me. I called the protection program and they also gave me the runaround and kept saying they would call back. I could never call and talk to anyone who knew anything, so it was like starting over every time I called. What a great way to discourage people from even using the service! We ended up having to take out a $4,000 loan and pay nearly $5000 for a new sewer line. It's crazy to pay for insurance and then have to pay for repairs out of pocket and then be forced to continue to pay for the 'service' What an awful company, they aren't even located in my area so I have to call someone out of state in a huge call center to handle all of the enrollment and issues for the huge scam that the service actually is. Now everyone I speak to tells me that the insurance is a scam, even the plumbers that came out to give me repair quotes had bad things to say about the insurance because it's only good as a roto-rooter service that isnt too expensive anyway.Also when they send people out those people charge $50 per visit that is not reimbursed despite AWR claims

Desired Settlement: I would love a refund for the poor service if possible. Really, if the company was ethical they would reimburse me for the costly repairs I thought would be covered from their marketing.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 29, 2015 correspondence regarding the complaint filed by ******** *********

In June of 2014, Ms. ******** notified AWR that she was experiencing a sewer line clog. AWR dispatched a contractor who cleared the customer’s sewer line. In August of 2014, the customer reported another sewer line clog. AWR’s contractor cleared the blockage and conducted a camera inspection of the sewer line. The contractor found that the customer’s line was shared with at least one neighbor. AWR’s contractor also determined that Ms. ********’ sewer line issues resulted from a problem on the sewer line of a neighboring property. Ms. ******** was informed that pursuant to the terms and conditions of the Sewer Line Protection Program, AWR does not cover to repair any portion of a customer’s sewer line that is shared with a third party. As a result, Ms. ********’ request that AWR repay her for the cost she incurred to replace her sewer line as well as all Program fees that she has paid since enrolling remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ******** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. ********’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

2/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cannot believe you give this business any credence at all! My stepmother **** *********, for whom I am medical/financial power of attorney, and who has senile dementia, mistakenly responded to this company's mail blitz in 2012, thinking it was a bill. She gave them her cash card number and they continue to charge against it despite the fact that I have been trying to get her out of this scheme since October of 2012, calling and writing several times. I was able to get their monthly charges stopped in 2012, but they pulled their annual fee from her bank account in October 2013. They never responded to the letter I sent 10/28/13 requesting discontinuance of service. In October 2014, they again pulled their annual fee out of her bank account. I called again and followed their instructions and sent another letter with a copy of my financial POA. I never got a response to either letter, but the mail ads kept coming. The last letter, sent by certified mail 10/210/14, to their ********. NJ address, has been, "in transit" to its destination ever since, according to **** tracking. She has not been in the house since she fell in March 2014 and we have now sold the property, but I fully expect they will continue to tap her bank account unless I go through the hassle of closing it and opening a new one.

Desired Settlement: I would like a refund for the 10/28/14 annual fee and removal of her name and bank information from their records

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 19, 2015 correspondence regarding the complaint filed by ******* ****, the Power of Attorney for AWR’s customer, **** *********.

According to the complaint, Ms. **** stated that she sent written requests to cancel Ms. ********* from AWR’s Sewer Line Protection Program (SLPP) beginning in October 2012. However, AWR did not receive the written requests and the customer’s credit card was charged to renew her SLPP in October 2014. In accordance with Ms. ****** request, Ms. ********* has been cancelled from the SLPP and she will receive a refund check in the mail in the amount of $108.00.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. **** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. ****** concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

1/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Their site shows false advertisement. I have a pressure problem with my washing machine and shower. Called the company and was told I had to replace the water pressure valve. The woman told me it was the only thing not covered. I spent $225.00 to replace it and the plumber even said he did not think that was the problem. Well it wasn't. American water called and dispatched a man who came and said he thinks the line my have corrosion. I explained that I had the indoor plumbing contract and he told me to contact them. He said they would have to possibly come out and blow the line. Called american water who then told me they would not send any one out. They only cover if you have a break or a leak. They advertise indoor plumbing and it says on their site to protect yourself from hassles like...broken water pipes hidden behind walls and ceilings...which I told the man I hear a dripping behind the wall. Clogged laundry drain line, blocked or slow shower drains, leaking water supply, and the list goes on. One call does it all. Unfortunately one call does nothing. I could not even get a licensed plumber assigned to see what the problem was. This is false advertisement and I can't believe they have an A+ rating with BBB. When I read all this to the person I was talking with he told me I had to read the agreement. How can they advertise something but the actual realization be different. Their advertisement should say indoor plumbing if you have a break or leak. Who am I to tell what the actual problem is and how can they tell over the phone. I need a plumber and thought one would come out to my home to see what the problem is. So I am paying for something that is false advertisement and they are allowed to get away with it.

Desired Settlement: I would like a licensed plumber to come to my home and address the problem.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your December 24, 2014 correspondence regarding the complaint filed by ******* *****.

Ms. ***** contacted AWR to inquire about coverage limits for a faulty water pressure-reducing valve that she believed was causing her to experience low water pressure in her washer and shower. At that time, Ms. ***** was informed that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage system.

Ms. ***** also stated that she heard water dripping behind her wall every time her upstairs toilet was flushed. Ms. ***** was informed that her issue was indicative of a drain line leak, and the AWR claims representative explained that her program covers repairs for clogs and blockages of her drainage system; leaks and breaks of the drainage system are not covered.

If Ms. ***** notifies AWR that she is experiencing a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue. Subsequently, Ms. *****’s requests to have AWR investigate her water pressure-reducing valve and drain line leak remain denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. *****’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:



Regards,

******* *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 8, 2015 correspondence regarding the rejection filed by ******* *****.

The In-Home Plumbing Emergency Program (IHPP) offers coverage for two separate systems; the supply system and the drainage system. In accordance with the terms and conditions of the IHPP, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage system. If Ms. ***** experiences a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue.

In Ms. *****’s rejection, she referred to her October 3, 2014 telephone conversation with AWR. During a review of the call, the customer stated that her water company advised her to replace her water pressure-reducing valve. After the customer hired a private contractor to replace the water pressure-reducing valve, she was still experiencing low water pressure in her shower and washer. At that time, the customer contacted AWR. She was advised of the IHPP terms and conditions and that pressure-reducing valves and low water pressure are not covered under the IHPP. Subsequently, Ms. *****’s claim remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. *****’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:



Regards,

******* *****

1/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have the plumbing contract with them. I called because I had a plumbing emergency with a clogged toilet bowl, with water going all over the floor from the clog. I called the service center for assistance to get a plumber to my house, as I pay for this service with the contract. I called at approximately 10:45 am on Friday January 2, 2015. The call was answered by Pedro (id given was ****). I was told that the system was down and he could not help me. He said he would call me back when the system was up. I told him this was unacceptable, due to the fact water was going all over the place and waiting will only cause more damage to my house. I then asked to speak to a supervisor. I was put on hold for a while and then Pedro came back on and said there was no supervisor available, he said he would have one call me back, as of now when I am typing this 3 + HOURS later still no call. I had no choice but to call a plumber on my own, because of no contact from American water resources. Why am I paying for this contract if I can't get help when I need it? Now, I have another plumber coming to fix a problem that should of been taken care of by AWR. I HAVE NO IDEA WHAT THIS IS GOING TO COST ME WHEN THEY ARE DONE. Is this contract some type of scam? I will also be contacting the state attorney generals office, and any other agency that would regulate such items. Thank you.

Desired Settlement: Some contact back from this "company". Also something done for all the expenses I am now accumulating. Also some type of apology. This is a very stressful situation, I have this insurance to know that if I need help they would be there. This is so very disappointing service from a company.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by ***** ********

*** ******* notified AWR that he was experiencing a clogged toilet. At that time, AWR’s system was inaccessible and therefore, AWR was unable to assist *** *******. Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.

Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockage. Nevertheless, *** ******* may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair. *** ******* may submit these items to JoBeth T********* attention by email: ************************** or fax: ***** ********. Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPP. We apologize for any inconvenience this may have caused *** *******.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******* to file a complaint with your office. We trust that the foregoing explanation is fully responsive to *** *******’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by ***** ********

*** ******* notified AWR that he was experiencing a clogged toilet. At that time, AWR’s system was inaccessible and therefore, AWR was unable to assist *** *******. Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.

Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockage. Nevertheless, *** ******* may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair. *** ******* may submit these items to JoBeth T********* attention by email: ************************** or fax: ***** ********. Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPP. We apologize for any inconvenience this may have caused *** *******.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******* to file a complaint with your office. We trust that the foregoing explanation is fully responsive to *** *******’ concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

1/9/2015 Billing/Collection Issues | Complaint Details Unavailable
1/5/2015 Problems with Product/Service | Complaint Details Unavailable
1/3/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: my mom keeps getting these mailers from american water resources. i called on 12/121/14 and wanted her be to be taken off the mailing list. the first women i talked to said she would transfer me . she hung up. i called back and talked to Charlotte, she said because i am not listed on the account they cant take her off the mailing list. i asked for a supervisor and got ahold of keyona her id # is **** and she said she worked alton Ill. she told me the same thing. she cant take her off the mailing list unless she talks to her,or i have a power of attorney i am not trying to get my 82 yo mother on a 3 way call to try and explain whats going on, she doesnt hear very well. First off all these are mass mailers, they dont have a birthday or anything else to confirm whether it my mom or any female on the planet. Second to go dig up a power of attorney to get taken off the mailing list is a ridicules amount of work!!! I fell this company is just dishonest!!! I also feel they are sending out mailers multiple times a year that prey on unsuspecting people . if it takes filing a complaint to be removed from there mailing list, i cant imagine what it takes to get a pipe fixed

Desired Settlement: stop mailing unsuspecting people and trying to get them to sign up for your services

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2014 correspondence regarding the complaint filed by **** *********

In *** ********** complaint, he requested that his mother, **** ********, be removed from AWR’s mailing list. Per *** ********** request, *** ******** has been removed from AWR’s mailing list and she will no longer receive mail from AWR.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

1/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an application in the mail claiming "Our records indicate that the original water service line that delivers fresh water to your home was installed before 1979, and is not protected by the Water Line Protection Program". As my home has a well, I was curious to the above claim. I called the phone number provided, ************** to inquire. When informed that our house had a well water system, the customer service representative informed me that American Water Resources could give me insurance for wells. I insisted that I wanted to know the origin of their records, but was continually given options for my well water insurance options. I also inquired as to what the "Water Line Program" was but was not given a direct response. I do not appreciate this selling tactic and consider this to be a scam.

Desired Settlement: I would like the BBB to inform me if my claim of a scam is accurate, and if so, what course of action they will take.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2014 correspondence regarding the complaint filed by ****** ********

*** ******* received a direct mail solicitation from AWR regarding the Water Line Protection Program (WLPP). Thereafter, *** ******* called AWR to inquire about the mailer. As noted in his complaint, *** ******* was unhappy because during the call he did not receive (i) an explanation of WLPP or (ii) AWR’s source for the statement that "the original water service line that delivers fresh water to your home was installed before 1979." As a result, *** ******* believes AWR is a scam.

For 13 years, AWR has provided homeowners with water line, sewer line and in-home plumbing protection programs. Currently, AWR services more than 1.3 million contracts in 43 states and Washington, D.C. Repairs to homeowners’ external water lines and sewer lines are the homeowner’s responsibility, and such repairs are not covered by standard homeowners’ insurance. AWR’s programs offer homeowners a low cost solution for such repairs. AWR maintains a 93% customer satisfaction rating and is an accredited member of the BBB with an A+ rating.

In addition, the following information answers the questions that *** ******* raised during his December 13, 2014 call to AWR. With the WLPP, AWR will pay up to $5,000 to repair a leaking/broken water line on a customer’s property and up to $5,000 for any repairs in the street/public right of way. The statement in the direct mail solicitation regarding *** *******’s water line was based on publicly available information regarding the year that his home was built.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ******* to file a complaint with your office. We trust that the foregoing explanation is fully responsive to *** *******’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

1/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a new home in December 2013 where the previous owner had signed up with this compa** and their monthly charges are automatically attached to the ** water bill. I received a letter from the company explicitly stating enrollment does not transfer to the new owner and thus I have not enrolled and am not eligible for service repairs. The problem is I have been nevertheless billed for the service fees every month (which is enclosed on my water bill) despite not being enrolled. And because I get my water bill every 3 months, it took me awhile to realize the charges haven't been removed. On 8/23/14 I called the company to sign up for the service and told them about the erroneous charges on my account for from Jan till the point I enrolled. I was told that it would be automatically refunded. On my next quarter water bill, I still had not received a refund or credit. I called on 11/28 and was told by Tiffany that there was no note of my request for a credit and because I had not taken down the name of the agent the situation was against me. But if they really wanted to know, it was the same agent who enrolled me in the plan. Finally Melanie ID **** called me back on around 12/11 to follow up. Much to my dismay she said the letter I received was incorrect, that I am eligible to receive service repair despite not being enrolled. I will go with the written letter than to go with her verbal excuse. It sound all very unethical. Lying to customers. All I want is to be credited for the charges from Jan to August ( the period I wasnt enrolled and yet billed). Melanie said will get back to me in the same day. It has been a week. Still haven't heard from her. I called her 12/15 and she was not available. At this point I feel the company is just ignoring the problem.

Desired Settlement: All I want is to be credited for the charges in Jan thru September ( the period I wasnt enrolled and yet billed).

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your December 17, 2014 correspondence regarding the complaint filed by *** *****

The previous owner of *** ****** property was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP) and paid the program fees via their water utility bill. AWR was not notified that the ownership of the property had changed. As a result, the previous owner’s Programs were not cancelled and the program fees remained on the water bill.

Per *** ****** request, she will receive a credit on her water bill for those months she was not enrolled in the program. Her current program fees will continue to be applied to her water bill quarterly until she cancels the program. The credit will appear on her next water bill statement.

AWR takes all consumer concerns seriously and we regret that this issue caused *** **** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

12/24/2014 Problems with Product/Service | Complaint Details Unavailable
12/24/2014 Problems with Product/Service | Complaint Details Unavailable
12/19/2014 Problems with Product/Service
12/19/2014 Problems with Product/Service | Complaint Details Unavailable
12/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of my condo on August 30, 2014 but left the water turned on as the condo is listed for sale. No one has lived in the residence since August 30, 2014 and there has been very little realtor activity since. I have been regularly receiving water bills showing my water usage to be similar to months prior, particulary from the same months in 2013. This is simply impossible since no one is living there. I contacted the company and they have sent out two different technicians, one to check for leaks, which there were none, and another to see if there was a problem with the meter and there were apparently no problems. I spoke with customer service for the second time but was not offered any solutions so I asked to speak to a supervisor or team leader. The person I was directed to told me that they have forwarded my information to their dispute department and should wait to hear from them. I am very frustrated, as I feel that this should not be this difficult to resolve.

Desired Settlement: I feel that my bills should be adjusted and that future bills, until the condo is sold, should be accurate.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 19, 2014 regarding the complaint filed by ***** *********

Ms. ******** filed a complaint with your office regarding an issue with her water utility bill with *** ****** ******** ****** Please be advised that Ms. ********’s complaint relates to her experience with New Jersey American Water and does not involve AWR.

Should you have any questions, please do not hesitate to contact me.

Thank you for your time and consideration.

12/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I own a home and purchased the Unlimited Water & Sewer Line Protection from AWR after many months of mail and phone solicitation by AWR. AWR stated that it had been offering the coverage to my neighborhood due to the age and condition of the water lines used in our development, and they even suggested the Unlimited protection to ensure coverage for unlimited repairs beyond $5,000. On 10/29/2014, I called AWR to report a water line leak, and someone was dispatched to turn the water off. He confirmed it was the water line and the break seemed "major" and the water could not remain on without major damage to the home. I then made a claim with AWR and they assured me that a contractor would be dispatched within 24 hrs. A *** contractor did call my home to say that he was available that evening to assess the damage and commence work, but before he actually came to my home he asked my husband what kind of pipes we have bc he cautioned that AWR had been denying similar claims by my neighbors based on the pipes that were used when our homes were built. Just before the contractor was expected to arrive, both he and AWR called to advise that AWR would not authorize him to service our home as he was unable to provide certain paperwork that evening. The contractor was apologetic and said he could not provide the paperwork bc it was after office hours and his office employee was gone for the day. So another contractor (from ***) was assigned and we are awaiting an initial visit - more than 24 hrs after the 1st call. When I asked AWR about the contractor's statement, the rep asked if my pipes were "blue" - I said I had no idea and she said, "well, let's hope they are not blue bc that would be the only exclusion." Why was this not shared when I signed up for the coverage? Looks like my 'coverage' will be useless and AWR has engaged in deceptive practices designed to fraudulently induce people to sign up for this 'coverage', knowing they will deny the claims. Beware of exclusions!

Desired Settlement: I would like AWRUSA to fix my water line at its expense in accordance with the terms, and my understanding, of the Unlimited Water & Sewer Line Protection that I purchased based on AWRUSA's express representations.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2014 correspondence regarding the complaint filed by ****** *******

Ms. ****** notified AWR on October 29, 2014 that she was experiencing a water line leak. AWR dispatched a contractor to investigate the issue. Upon investigation, the contractor detected that the customer’s water line appeared to be made of ************* but he could not confirm the pipe material until excavating the area to expose the water line. The customer was informed that pursuant to the Terms and Conditions of the Water Line Protection Program (WLPP), AWR does not repair service lines that have been the subject of a recall or class action litigation, such as *************

Prior to the scheduled repair on November 5, 2014, Mr. ******* contacted AWR to inquire about replacing the water line instead of making a repair. AWR’s specialist informed the customer that AWR approved a repair but he could speak with the contractor about replacing the entire water line at his own expense. AWR’s contractor excavated, exposed the water line and confirmed that the water line was made of ************* As a courtesy, AWR paid the costs to repair the water line. The customer chose to have the remainder of the line replaced and paid the contractor directly. Ms. ******’s water line issue has been resolved and this claim is considered closed.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your ******** *** 2014 correspondence regarding the rejection filed by ****** *******

In Ms. ******’s complaint, she stated that prior to enrolling in the Water Line Protection Program (WLPP), AWR should have advised her of the possibility that she may have a water line made of a material that is not covered under the Program, such as ************* AWR, as a service contract provider, is under no obligation to pre-inspect the service lines for which its programs cover. Further, the WLPP’s terms and conditions, which Ms. ****** received when she enrolled in the program, state that AWR does not repair anything caused by a defective material or materials subject to a recall or class action litigation.

Typically, when a customer has a water line made of a defective material, such as ************* the customer may have the water line replaced at his or her expense or AWR will cancel the customer from the Program. In Ms. ******’s case, AWR authorized the independent contractor it dispatched to the property to repair a portion of the water line as a courtesy since the contractor initially needed to excavate the yard to confirm the water line’s material. AWR repaired the leaking portion of the water line. It was at the customer’s discretion to replace the remaining portion of the water line at her expense.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

11/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I HAD AN ISSUE WITH ONE OF MY PROPERTIES (A FLOOD IN THE BASEMENT) AND THERE ANSWERING SERVICE WOULD NOT PICK UP ON 2 OCCASIONS. I CALLED DEP AND THEY WERE ABLE TO SNAKE THE LINE FROM OUTSIDE THE HOME. WHEN I CALLED THE AWS THEY TOLD ME BECAUSE I DIDN'T FOLLOW PROTOCOL AND WAIT 8 HOURS FOR THEM TO COME OUT...THEY REFUSED TO HELP ME. TO MAKE A LONG STORY SHORT THERE WAS AN ISSUE WITH MY MAIN WATER LINE. I CALLED A CONTRACTOR AND $8000 LATER THE PROBLEM WAS FIXED. ONE OF THE INSPECTORS THAT WAS ON SITE AND ALSO WORKS WITH THE AWS STATED THAT THIS ISSUE WAS SUPPOSE TO BE COVERED BY THE PROGRAM....BUT BECAUSE I DIDN'T FOLLOW PROTOCOL THEY REFUSE TO ACCEPT ANY RESPONSIBILITY WHATSOEVER.

Desired Settlement: Want to pay for all services that needed to be done at location. Want them to pay for all repairs necessary.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your ********* **, 2014 correspondence regarding the complaint filed by ******* ********

On June 2, 2014, Ms. ******* notified AWR that she experienced a sewer line back up two weeks prior and called th* ********** ** ************* ********** ***** to clear the sewer line blockage. Ms. ******* requested that AWR further investigate the issue. The customer acknowledged that she was not experiencing a back up at the time of the call. As a result, AWR did not dispatch a contractor. Subsequently, the customer hired a private contractor to replace her sewer line and requested AWR repay her the costs she incurred. Pursuant to the Sewer Line Protection Program’s terms and conditions, AWR does not pay any costs incurred from privately hiring a contractor. Therefore, Ms. *******’ claim for repayment to replace her sewer line remains denied.

However, if Ms. ******* is required to pay the *** to clear her sewer line blockage, she may submit the *** issued invoice along with proof of payment, and AWR will consider repayment of the cost of the sewer line clearing. These additional items can be sent to ****** ********** attention by fax: (**** ******** or email: j**************************. We will contact the customer with the result of our review.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
the information is inaccurate. They don't even have my name spelled correctly. They did don't conduct an investigation or even tries to speak to the contractor that did the job. This company doesn't want to do its job. There own contractors insist and say they are responsible for the work and they are denying it. 



Regards,

* *******

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your ******** ** 2014 correspondence regarding the rejection filed by ** *******.

After reviewing the invoice that Ms. ******* submitted to AWR, it has been determined that the invoice is not detailed enough in order to make a decision regarding the customer’s request. AWR has been in contact with Ms. *******’ contractor to collect the remaining items that are necessary to conclude its investigation. Once the detailed invoice has been received, AWR will notify the customer with the results of its findings.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

11/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Water Resources sent me a bill for $120.00 that I paid, thinking that this was the new name of the water and sewer line company with which I had contracted for several years. The company with which I had done business, Service Line Warranties, had sent a letter denoting a change of name in the first sentence. As with many, unfortunately, that is all I read. Within a month of this notice, I received a bill, a bill, from American Water Resources for $120.00. I paid them, thinking this was the name of the new company. I cannot prove it, but I think American Water Resources took advantage of the notice recently sent by Service Line Warranties regarding the name change, by sending bills to impacted consumers. I called American Water Resources and was advised that it would take 30-45 days for them to return my money. I see no legal reason for them to hold my money that long and I want my money back sooner, so that I may pay for the legitimate company whose bill is now due. I am concerned that this practice by the American Water Resources (AWR) Co. will result in disruption of my water and sewer line coverage. Moreover, I do not think that AWR should profit from their unscrupulous business practices. Product_Or_Service: 09/10/2014 Account_Number: *********

Desired Settlement: DesiredSettlementID: Refund I want the American Water Resources Co to return my money in full ASAP. I do not wish to allow them to hold my money for nefarious reasons as they acquired my money through questionable means.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your November 4, 2014 correspondence regarding the complaint filed by 

On ******* *** 2014, Ms. ***** advised AWR that she inadvertently sent a check to AWR. She intended to send the check to a company, offering similar protection programs, with which she already had an account. AWR cancelled Ms. ****** Program and processed her refund. Ms. ***** was informed that it could take 30-45 days for her to receive a refund check. She was dissatisfied with the information. AWR expedited the refund request and sent the refund check to Ms. ***** on ******** *, 2014.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On ** ******* 2014 I called American Water Resources to report a problem with a drain in my basement. They denied me an inspection claiming I had preexisting conditions. I asked what this was based on and they said a month earlier I filed a claim and it was denied, my sewer coverage started in *******, and they wanted proof the problem was fixed. The problem was a drain and **** ****** ******** **** * ***** *** ************ ** ***** ***** ******** came out to look at the drain. **** ****** Plumbing did come out and never looked at the drain saying the sewer was not covered. Since at that time I had no sewer coverage with AWR I called out **** ****** who cleaned out the drain with no problems. I called back, after a day now of sewer water in my basement causing damage, and asked AWR if they received documents from **** ****** that the drain was never a problem after **** ****** snaked it. After a week of arguing with AWR they claimed **** ****** Plumbing stated parts of the sewer line were falling in causing an obstruction. When I asked AWR for documentation on their claim from **** ****** Plumbing they refused to email me any information stating it would be in the mail which I never received. I immediately called **** ****** Plumbing who stated AWR had lied. In fact **** ****** Plumbing called AWR who stated no notes were on my account at all pertaining to the damage or my documentation from **** ******. I have emails to AWR of this documentation. I called AWR three times over the week before they accused **** ****** Plumbing of reporting the supposed break which was a lie. I had a plumber come over yesterday and fix the problem which as a faulty back flow preventer valve flap. He said it was a sudden problem and could have been easily fixed by any plumber. The plumber stated nothing was wrong with my sewer line previous to ** ******* as stated by AWR who never even had a plumber look at my sewer line. Over the week water in my basement damaged the walls and carpet. It is corrupt with AWR falsely claiming damage and denying coverage.

Desired Settlement: Reimbursement for water damage and plumbing service. Amounts to 626 dollars

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2014 correspondence regarding the complaint filed by Arthur ******.

On August 29, 2014 Mr. ****** notified AWR that he was experiencing a clog in his basement floor drain. AWR dispatched an independent contractor who found that the customer’s issue was located on the main sewer line. At that time, Mr. ****** was not enrolled in AWR’s Sewer Line Protection Program (SLPP), and for that reason his claim was denied. Mr. ****** then enrolled in the SLPP and reported the same issue on October 5, 2014. Mr. ****** advised AWR that he was experiencing the same issue that he reported prior to enrolling in the SLPP. His claim was denied in accordance with the SLPP terms and conditions, which stipulate that AWR does not cover issues that occurred prior to becoming effective in the Program.

In Mr. ******’s complaint, he states that he privately hired a contractor to resolve his sewer line issue on ******* *** 2014. Mr. ****** explained that his private contractor repaired his faulty back flow preventer. Please be advised that back flow preventers are not covered under the Program. Although Mr. ******’s claim for repayment for repairing the back flow preventer has been denied, the repair is considered sufficient proof of repair for honoring future claims. Mr. ****** should send his ******* *** 2014 itemized invoice along with proof of payment to AWR. These items can be sent to ***** ************ attention by fax: (**** ******** or email: ***************************** We will contact the customer if we have any questions.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

11/16/2014 Problems with Product/Service | Complaint Details Unavailable
11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered American Water Resources warranty on our water main, which is their business. They sent the original correspondence to our address but addressed to my deceased mother in law who never lived or owned the property. (She resided in California for the last 75 years of her life). My wife filled out the policy application with the correct information and corrected the property owners name. We never received any notice that it was accepted but they processed the payment in the form of a check with our names and address on it. The payment was for a period of one year. In May of this year we received no notice of renewal or cancellation. They claim they sent them and they may have. The problem and they agree with this is they sent them to a woman who had been dead for two years and did not live at this address. The problem is that now I have a leak that the insurance would cover and the policy has lapsed.

Desired Settlement: I have ordered a new policy but it doesn't cover back to May. I feel that they dropped the ball in not realizing that the correct name on the property was not the one they pulled out of the air. When my wife called the next day after ordering the new policy after going through this with customer service. the address came up as covered but the policy was in my sons name. (He is in the ** ******* and has been out of the country most of the past eight years. Why are they not listing the correct owners of the property? I would like the outcome to be my payment of the policy renewal cost and the repair of, if covered , my water main. I am a Combat wounded ****** disabled and on a fixed income. That is why the insurance appealed to me so that I would not be hit with an unexpected large bill.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your September 19, 2014 correspondence regarding the complaint filed by **** *****.

AWR sent an enrollment packet for the Water Line Protection Program (WLPP) to Mr. ******* address. However, the packet was addressed to his mother-in-law. Mr. ***** crossed out his mother-in-law’s name and hand-wrote in his own name before mailing the enrollment form to AWR with his check. The ******* were enrolled in the WLPP, but the name change was not made. Nevertheless, a confirmation of enrollment letter was sent to Mr. ******* address, but again, it was addressed to his mother-in-law. Mr. ***** never contacted AWR to dispute the name on the account. Starting 90 days prior to his program expiration date, multiple renewal notices were sent to his address. Mr. ***** never responded to the renewal notices and therefore, the WLPP coverage expired in May 2014.

On September 15, 2014, Mr. ***** called to report a water line leak. The representative informed the customer his coverage expired, and subsequently, his claim was denied. Later that same day, Mrs. *****, called to enroll in the WLPP. On September 16, 2014, Mrs. ***** called AWR to report a water line leak. The representative informed Mrs. ***** that to obtain service, she must submit proof that the water line leak reported the previous day was repaired. The AWR representative informed Mrs. ***** that she will not receive service from AWR for her water line until the leak that was reported on September 15, 2014 has been repaired. The customer was also advised of the option either to remain in the WLPP or to cancel the program; Mrs. ***** chose not to cancel the WLPP.

Mr. ******* WLPP expired in May of 2014 and he did not contact AWR until an issue occurred in September of 2014. As a result, his request to have AWR repair his water line leak remains denied. As previously stated to the customer, we encourage Mr. ***** to have his water line repaired and to send AWR the invoices along with proof of payment so that AWR may consider any future water line claims. Mr. ***** may send his itemized invoices and proof of payment to ****** ********** attention by fax: ###-###-#### or email: ***************************. If we do not receive the necessary documentation by October 15, 2014, we will cancel the ******* enrollment in the WLPP pending receipt of the proof of repair; their Sewer Line Protection Program and In-Home Plumbing Emergency Program will remain active.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
They still do not address the issuse of why the insurance lapsed.  That they sent the notice to a dead person who lived in California..  I understand I am just one person and they don't have to try to keep me happy, besides who could I tell that would have any consequenses to them.  I am not an well known wealthy person but I do have a City Counsel Person who is up for election, the Editor of the local papers, and Military friends all over the United States who receive national magazines (I am a life Member of many of them).  **** it seems would be interested in scams that impact Seniors. The local water company claims not to be associated with the company but they are owned by the same Parent company and they will be made aware of the problem.  All I asked was to be treated fairly.


Regards,

**** *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the rejection filed by **** *****.

As part of this claim review, AWR contacted the customer. We found out that the water line was replaced. Please be advised that the Water Line Protection Program is a program under which AWR will pay to repair water line leaks; we would not replace the customer’s entire water line. AWR informed Mr. ***** that he may submit the itemized invoice along with proof of payment for review. AWR will contact Mr. ***** directly in order to resolve his issue and will update the customer accordingly.

AWR takes all consumer concerns seriously and we regret that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

11/5/2014 Problems with Product/Service | Complaint Details Unavailable
11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company sells a service that is supposed to cover plumbing issues with your home. We have a couple of these services, one which does not include plumbing and this company. When we had a toilet backup problem in late October 2013, we called a plumber to find out what was wrong and to get an estimate. My wife then reminded me of our contract with American Water Resources, so I called them. They said they could not even send anyone out because we had not called them first. Upset, I told them to cancel my account. We had to postpone fixing the issue, but this past summer, my wife and I spent the almost $4000 to have the problem fixed. I then noticed a month or two later while reviewing one of my credit card or bank statements that they were still charging me, call I called to cancel. The man I spoke to, ***, agent ID ****, asked me not to cancel while he researched my case to see if they would pay it after all because he said it didn't sound right that they did not pay the claim. Long story short, almost a month later, he left me a voicemail that they could not pay because I called someone else first. I believe this company is unethical and tries to find excuses not to pay claims. I also feel they are misleading consumers about their coverage and use legal technicalities to get out of paying legitimate claims.

Desired Settlement: I want to be reimbursed the almost $4000 we paid for our plumbing issue less any legitimate deductions.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your October 2, 2014 correspondence regarding the complaint filed by **** *****.

On October 17, 2013, Mr. ***** notified AWR that Home Serve (a company that offers sewer line services similar to AWR) sent a contractor to his home to remove a sewer line blockage. Mr. ***** stated that the contractor was able to remove the blockage; however, there was a break in the sewer line. The customer then requested that AWR replace his sewer line because Home Serve does not replace sewer lines. AWR’s representative informed the customer that the Sewer Line Protection Program (SLPP) does not cover leaks or breaks to sewer lines. The rep continued to explain that the SLPP is not a replacement program, rather it is a repair program. Mr. ***** was dissatisfied with the information and requested to cancel his SLPP. When the representative attempted to transfer the call to customer service to complete the cancellation, the call was disconnected and Mr. ***** did not call back.

In August of 2014, Mr. ***** called AWR to dispute that he was still being charged for the SLPP. He stated that he had his sewer line repaired and was requesting repayment. As Mr. ***** has been previously informed, pursuant to the SLPP’s terms and conditions, AWR does not repair leaks or breaks to a customer’s sewer line. Additionally, AWR does not repay customers for out of pocket expenses from hiring a private contractor.

Since Mr. ***** mentioned that he has a similar protection program with Home Serve, and he requested to cancel his SLPP in October of 2013, AWR will honor the customer’s cancellation request and refund the customer for monies paid into SLPP as of October 17, 2013. If Mr. ***** still wishes to cancel his SLPP, he may send his request to ***** ********** at *****************************

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: Their agent specifically told me they would not even send anyone out to consider the claim because I had contacted someone other than them first.  This is typical of companies that use legal wrangling to avoid paying legitimate claims. You should be ashamed!



Regards,

****** *****

Business Response: American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the complaint filed by **** *****.

Mr. ***** has been informed that pursuant to the terms and conditions of the Sewer Line Protection Program (SLPP), AWRT does not cover leaks or breaks to sewer lines. The SLPP is a program under which AWR will clear clogs or blockages in the customer owned sewer lateral. In accordance with the Program terms and conditions, AWR’s independent contractor will first attempt to clear the clog or blockage. If it is cleared, no other repairs will be made. At the time of Mr. *****’ call to AWR, he was not experiencing a sewer line backup. As a result, we did not dispatch a contractor. Mr. *****’ request for AWR to replace his sewer line will not be honored. If Mr. ***** still wishes to cancel his SLPP, he may send his request to ***** ********** ** ***************************** His program fees will be refunded given he is enrolled in two repair programs that offer similar protection for the same systems.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because: Contrary to their remarks I was experiencing a sewer line backup.  They refused to send someone out, as I have previously stated, simply because I had called someone else first. These are the kinds of excuses unethical companies use to wriggle out of paying claims.  It's just legaleez for "...we really don't want to pay any claims, but we want you to pay us".  This company is a scam, so buyer beware!



Regards,

****** *****

10/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been living in my home since November 2013 and have called American Water several times asking for a bill. They have called the previous ownwer who has called me telling me there was a billing issue. They left a note on my door saying they were going to cut the water off. I have called on numerous occassions about the billing issue and every month thjey say they are going to fix it. I keep talking to supervisors they keep documenting but nothing. I asked for the corporate office number to complain and they refused. I am going to at some point get a bill that I can not afford and I do not think I should be responsible for because they are neglecting to bill me.

Desired Settlement: Billing to start October 1 2014

Business Response: Service at property now in the customer's name.  Meter changed and customer will now be billed for service here.  Old meter was still at property but was listed in system as removed.  Based on that will recommend no backbilling for this customer. 

9/8/2014 Problems with Product/Service | Complaint Details Unavailable
8/20/2014 Problems with Product/Service | Complaint Details Unavailable
8/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I,******** ******,A SENIOR CITZEN ON SOCIAL SECURTY DISABILITY,ELECTED TO CHOSE AMERICAN WATER RESOURES OF N.J. THEIR WATER LINE , SEWER LINE,& IN HOME PLUMBING PROTECTION PLAN. I,M PAYING $15.99 AMONTH BECAUSE I COULDN'T AFFORD TO PAY YHE TOTAL OF $191.88.IT IS A 12 MONTH PROGRAM WHEN BROKEN DOWN IN INSTALLMENTS.I HAVE DOCUMENTATION IF THE CONTRACT. ICALLED THEIR TOLL FREE # WHICH IS ###-###-#### ON JULY 19 TH,2014 IN REF. TO A CLAIM, I NEEDED A KITCHEN FAUCET AND A TRAP, AND TO STOP THE LEAK UNDER MY KITCHEN SINK TO MY BASEMENT. AMERICAN WATER RES. CUSTOMER REP. REFUSED TO SEND SOMEONE OUT TO DIGNOSE THE PROBLEMAND TOLD ME THE DIDN'T COVER THEWATER LINE,NOR THE FAUCET AND TRAP. I HAD TO PAY A TOTAL OF $675.00 TO ******* ******** WHO I HAD TO CALL. I'VE BEEN WITH AMERICAN WATER RESOURCES SINCE I PURCHASED MY HOUSE IN THE YEAR 2001. THIS IS VERY UNFAIR . I DON'T HAVE MONEY JUST TO GIVE AMERICAN WATER RESOURCES, AND WHEN I DO HAVE BREAK DOWN IN MY WATER LINE THEY REFUSE TO COME OUT AND DIAGNOSE THE PROBLEM & ASSISTS ME. TO CONTACT AMERICAN WATER RESOURCES ON LINE IS *********** MY ACCT. # IS ************. I FAXED THEM DOCUMENTATION OF THE BILL FROM *******& I ALSO STATED WHAT WAS WRONG. I,M DIABETIC, I HAVE HIGH BLOOD PRESSURE ,I HAVE ARTHRITIS AND I,M DEPRESSED. I USE MULTIPLE MEDICATIONS.THE # I FAXED TO AMERICAN WATER RESOURCES WAS ###-###-####. COULD YOU PLEASE ASSIST ME? I HAD TO SPEND MONEY TO FAX THE BILL, COPY THE BILL, AND GET TRANSPORTATION TO A COPYING CENTER.

Desired Settlement: I WISH THEY WOULD HONOR THE CONTRACT.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 28, 2014 correspondence regarding the complaint filed by ******** ******.

Ms. ****** is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP). On July 18, 2014 the customer notified AWR that she was experiencing a leak on the drain line located directly under the center of her sink. The AWR claims representative reviewed the terms and conditions with Ms. ****** confirming that drain line leaks are not covered. The customer was dissatisfied with the explanation and stated she felt the leak could not be assessed over the phone. The representative asked several more clarifying questions to determine that the leak was not covered under the IHPP. In accordance with the IHPP terms and conditions, AWR will repair clogs or blockages of the customer’s drainage system; leaks or breaks of the drainage system are not covered repairs.

AWR takes all consumer concerns seriously and we regret that this issue caused Ms. ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

8/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I,MARIANNE CARNEY,A SENIOR CITZEN ON SOCIAL SECURTY DISABILITY,ELECTED TO CHOSE AMERICAN WATER RESOURES OF N.J. THEIR WATER LINE , SEWER LINE,& IN HOME PLUMBING PROTECTION PLAN. I,M PAYING $15.99 AMONTH BECAUSE I COULDN'T AFFORD TO PAY YHE TOTAL OF $191.88.IT IS A 12 MONTH PROGRAM WHEN BROKEN DOWN IN INSTALLMENTS.I HAVE DOCUMENTATION IF THE CONTRACT. ICALLED THEIR TOLL FREE # WHICH IS ************** ON JULY 19 TH,2014 IN REF. TO A CLAIM, I NEEDED A KITCHEN FAUCET AND A TRAP, AND TO STOP THE LEAK UNDER MY KITCHEN SINK TO MY BASEMENT. AMERICAN WATER RES. CUSTOMER REP. REFUSED TO SEND SOMEONE OUT TO DIGNOSE THE PROBLEMAND TOLD ME THE DIDN'T COVER THEWATER LINE,NOR THE FAUCET AND TRAP. I HAD TO PAY A TOTAL OF $675.00 TO HORIZON PLUMBING WHO I HAD TO CALL. I'VE BEEN WITH AMERICAN WATER RESOURCES SINCE I PURCHASED MY HOUSE IN THE YEAR 2001. THIS IS VERY UNFAIR . I DON'T HAVE MONEY JUST TO GIVE AMERICAN WATER RESOURCES, AND WHEN I DO HAVE BREAK DOWN IN MY WATER LINE THEY REFUSE TO COME OUT AND DIAGNOSE THE PROBLEM & ASSISTS ME. TO CONTACT AMERICAN WATER RESOURCES ON LINE IS AWRUSA.COM. MY ACCT. # IS ************. I FAXED THEM DOCUMENTATION OF THE BILL FROM HORIZON& I ALSO STATED WHAT WAS WRONG. I,M DIABETIC, I HAVE HIGH BLOOD PRESSURE ,I HAVE ARTHRITIS AND I,M DEPRESSED. I USE MULTIPLE MEDICATIONS.THE # I FAXED TO AMERICAN WATER RESOURCES WAS **************. COULD YOU PLEASE ASSIST ME? I HAD TO SPEND MONEY TO FAX THE BILL, COPY THE BILL, AND GET TRANSPORTATION TO A COPYING CENTER.

Desired Settlement: I WISH THEY WOULD HONOR THE CONTRACT.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 28, 2014 correspondence regarding the complaint filed by ******** *******

*** ****** is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP). On July 18, 2014 the customer notified AWR that she was experiencing a leak on the drain line located directly under the center of her sink. The AWR claims representative reviewed the terms and conditions with *** ****** confirming that drain line leaks are not covered. The customer was dissatisfied with the explanation and stated she felt the leak could not be assessed over the phone. The representative asked several more clarifying questions to determine that the leak was not covered under the IHPP. In accordance with the IHPP terms and conditions, AWR will repair clogs or blockages of the customer’s drainage system; leaks or breaks of the drainage system are not covered repairs.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******** American Water Company is charging me an extra 200.00 dollars for a mistake they made for charges for sewers last year. I have been recieving bills for over 300 dollars which is 200 dollars over what the usual bill is.

Desired Settlement: I would like them to eliminate this extra payment for 200 dollars because it was their mistake.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated August 4, 2014 regarding the complaint filed by ***** ******.

*** ****** filed a complaint with your office regarding an error on his water utility bill with Illinois American Water. Please be advised that *** ******’s complaint relates to his experience with Illinois American Water and does not involve AWR.

Furthermore, *** ****** is not a customer of AWR and has never been enrolled in any of the protection programs that AWR offers.

Should you have any questions, please do not hesitate to contact me.

Thank you for your time and consideration.

8/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a client of American Water Resources for in home plumbing emergency program since December of 2013.on July 19th 2014 I called to report that my shut off valve is broken but wasn't leaking.I was immediately told since it's not leaking I am not covered. this insurance has not met my expectations and I feel let down. contract clearly shows this company is laboring under misapprehension and misconceptions.cleverly written by their attorneys and plumbers. I strongly object to that advertising and found it irritating to the extreme that's all this time I have been under the mistaken impression I'm covered for plumbing emergency. This is a deceitful misleading , unethical and unsound practice.

Desired Settlement: I wanted to come to some agreement and the most satisfactory solution for me would be to have kitchen and bathroom valves and pipes repaired as they are in inoperable condition.Since the broken valves are not leaking and pipes capped I am NOT covered, according to contract!

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 25, 2014 correspondence regarding the complaint filed by ********* ******

*** ***** enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in December of 2013. On July 19, 2014 the customer called to notify AWR that her shut off valve was not working. Additionally, *** ***** informed the representative that the shut off valve was not leaking. AWR’s representative informed the customer that in accordance with the Terms and Conditions of the IHPP, AWR will not repair any shut off valves that are not leaking. *** ***** was dissatisfied with the determination. In a good faith effort to resolve *** *****’s issue, AWR dispatched an independent contractor to investigate the problem she reported. The contractor advised AWR that the problem was a leaking faucet. Pursuant to the Terms and Conditions of the IHPP, AWR will not repair any fixtures such as faucets. As a result, *** *****’s request remains denied.

AWR takes all consumer concerns seriously and we regret that this issue caused *** ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

8/13/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service | Complaint Details Unavailable
7/23/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/21/14 at approx. 9.30pm, I noticed the water in one of the downstairs toilets backing up. As I have a "Water Line and Sewer Line Unlimited Protection Program" service contract with provider, I placed a call to report the issue at approx 10.00pm that night. I received a voicemail greeting, advising that the offices were closed. I located and called two other numbers, only to hear the same message. I did speak with a "real person", who "apologized" but said that nothing can be done after closing hours. I was outraged, as I was led to believe that I was making my monthly contract payment of $16 for a 24/7 service. Now I was faced with the prospect of raw sewage backing up into my home. At 9.36am of the following morning, 5/22/14, I finally received a call back from provider, asking "what seemed to be the problem". After re-explaining and again questioning the 24/7 aspect of the contract, I was told that I "have the ability to call in 24/7", but no one can respond after business hours. Needless to say, I countered that emergencies do happen "after business hours" and that we were unable to flush toilets or use water since the night before. After further discussion, I was advised of a notation in my file saying that my bill was past due. I was incredulous.....and incensed.....and said that I was holding my bill in my hand that clearly stated that my bill was due Jun 3. I was then connected to another representative who insisted that I was wrong, that the bill was past due and that no one could be sent out until the bill was satisfied. I tried to control my emotions and anger at this point, and asked what I was supposed to do with the sewage backing up into my home. I was then asked if I would like to pay my bill. When I said I would pay it on Jun 3, I was told "Then we'll send someone out to deal with your problem on Jun 3!". This is outrageous and the maintenance plan I've been paying for all along is a scam. I would appreciate a thorough investigation, resulting in judgement against business and reasonable accommodation made to myself.. Thank you.

Desired Settlement: Compensation and refund for monies paid for misleading contract, as well as for fees paid for immediate resolution of the issue.

Consumer Response:

Thank you for your reply and for the opportunity to further clarify the particulars as they affect the original complaint.
 
In synopsis form.......
- my initial call(s) was placed at approx 10.00pm.....the first live human being I spoke with was at 11.05pm.
- I did not describe the issue as impacting my basement, for the simple reason that I do not HAVE a basement!
- I am attributed to have said that I would not pay my bill until Jun 3, 2014.....this is true, as the current statement clearly showed a due date of Jun 3, 2014.....I offered to fax it to the party with whom I was speaking, but received no comment.
- the business states that my account is "...in arrears for a balance of $0.03....". I am insulted by that statement, and it is, moreover, not the amount cited by the party with whom I was speaking on May 21.
- further, the alleged past due balance of $0.03 is purportedly due to the business, ************ ******** *****, and NOT to American Water Resources, LLC, ".....which does not provide or bill for this customer's sewer services."....this further suggests a conflict, as to the confusion and discrepancy over the parties bound by the contract and the involvement of a third party not mentioned in the contract.
- never did I request a refund for "...all.....paid in to the Plan".
 
Again, *****, I appreciate your intercession and anticipated resolution and satisfaction.
 
Regards,
 
****** ** *******
 
 

Business Response:

6/4/2014

Ref:  BBB#********* ****** ******** ** ******** ***** *******

Dear Ms. *******,

************ ******** ***** has provided the Better Business Bureau all available ************ ******** ***** company records in regard to Mr. *******’s dispute. His desired resolution of “Compensation and refund for monies paid for misleading contract, as well as fees paid for immediate resolution of the issue” should be, according to American Water Resources LLC, addressed to American Water Resources LLC through a New Jersey Better Business Bureau complaint. They are the administrator the Sewer Line Protection Plan, and all disputes regarding the contract for that Plan and any denial of service dispute should be addressed to them.

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: ********

I am rejecting this response because:

My complaint is rightfully lodged against my provider through whom and upon whose solicitation the plan was purchased and agreed upon. This provider is known as ************ ******** *****, aka "the business".


Regards,

****** *******








Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 11, 2014 correspondence regarding the complaint filed by ****** *******.

Mr. ******* enrolled in AWR’s Water Line and Sewer Line Unlimited Protection Program. On May 22, 2014, Mr. ******* spoke with an AWR representative and stated that he was experiencing a sewer back up in his basement. AWR’s representative informed Mr. ******* that his payments were past due and that an independent contractor would not be dispatched to his home until he was current on his payments.
In Mr. *******’s complaint, he states that he was looking at his bill during the time of the phone call and alleged that he was not past due on his payments. AWR reviewed Mr. *******’s water bill records and they reflect that Mr. ******* is five months past due on his program fees. AWR attempted to call Mr. ******* on June 20, 2014 to discuss his water bill as well as payment options.

Essentially, if Mr. ******* wishes to pay his past program fees, then AWR will dispatch an independent contractor to investigate his sewer line issue. In the event that Mr. ******* already hired a private contractor to conduct the repair, he may submit his itemized invoices and proof of payment for AWR to review them and consider a repayment. However, if Mr. ******* decides not to bring his payments to date, then his program will be cancelled in accordance with the program terms and conditions.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
I am incredulous at the statements made by the business! My total indebtedness to **** is in current status. This includes the amount attached each month for the AWR contract. If, as AWR alleges, I am past due in payment of the contract fee, then it is because AWR is not being paid by ****. Further, I challenge the business to provide incontrovertible proof of this alleged delinquency within three business days, after which and without which, litigation will be initiated.

Finally, I declined to address this complaint via phone as I insist that all correspondence and communication be verifiable and documented through proper protocol consistent with the BBB process.

Regards,

****** ******* 

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your correspondence dated June 27, 2014 regarding ****** *******’s rejection of AWR’s prior response.

In Mr. *******’s rejection, he states that his ************ ******** ***** (****) utility bill is not past due. As a result, AWR has further investigated Mr. *******’s payment history. In October 2013, **** implemented a new billing system which resulted in Mr. ******* receiving two bills very close together for different billing cycles. One of those bills was timely paid; the other was not. All of the payments Mr. ******* has made to **** since December, 2013 have been credited to his utility charges only; no payments have been applied to his service line protection programs with AWR. As a result, the outstanding balance for his service line protection programs is $86.23. The terms and conditions of the service line protection programs provide that if a customer uses the utility bill to pay his program charges, all payments are applied to utility charges first. Therefore, if an account has a balance, AWR does not receive payment.


In an attempt to resolve this issue, AWR contacted Mr. ******* and offered to facilitate a call with a **** representative so **** could explain his billing/payment history. As stated in AWR’s prior response, once the balance to AWR is paid, AWR will dispatch an independent contractor to investigate Mr. *******’s sewer line issue. If Mr. ******* already repaired his sewer line, he may submit his itemized invoices and proof of payment, and AWR will consider repayment.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:

Complaint: ********

I am rejecting this response because:
As was the case with many **** customers, the double-billing referred to by business was not well received and many, like myself, continued to pay our CURRENT bill in a timely manner. I take further issue with the explanation given here for the following reasons:

- if such was true that my indebtedness to AWR was unpaid, why was I not advised of same by the payee?
- when the incident occured, I was advised that it could not be addressed because the bill to the business, NOT AWR, was past due. There seems to be some confusion as to whom the complaint is filed against. If it should be filed against AWR, please advise.

Finally, as I explained to the individual from AWR who called me, I will not discuss the matter via any means other than through the proper complaint channels as provided by the BBB mediator.

Thank you.



Regards,

****** *******


Regards,

****** *******

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your correspondence dated July 8, 2014 regarding ****** *******’s rejection of AWR’s prior response.

In Mr. *******’s rejection, he stated that he was double billed from ************ ******** ***** (****) and that he continues to pay only his current charges. As we explained previously, due to the implementation of a new billing system, Mr. ******* received two water utility bills within several days of one another. The two bills reflected charges for two separate billing periods. Our review of Mr. *******’s **** bills indicates that he received a **** bill for the billing period October 10, 2013 to November 12, 2013 in which payment was due January 2, 2014. He also received a second **** bill for the billing period November 13, 2013 to December 11, 2013 in which payment was due January 6, 2014. One of these bills was timely paid while the other was not. AWR encourages Mr. ******* to contact **** for further explanation of his bills to resolve this matter.

Regarding those AWR customers who, like Mr. *******, are paying their program fees on their water utility bill, any payments are applied initially to the customer’s utility charges. Any amount received exceeding the utility charges are applied to AWR program fees. In Mr. *******’s case, all of the payments Mr. ******* has made to **** since December 2013 have been credited to his utility charges only. No payments have been applied to his service line protection programs with AWR.

Once the balance to AWR is paid, we will assist Mr. ******* with his sewer line issue. If Mr. ******* already had his sewer line repaired, he may submit his itemized invoices along with proof of payment, and AWR will consider repayment. If Mr. ******* does not pay his past program fees totaling $82.75 his protection programs will be cancelled in accordance with AWR’s terms and conditions.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ******* to file a rejection with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:
This is a totally irresponsible and unprofessional policy and posture being exhibited by the business. It borders on false representation, in that the customer (me) is under the impression that the plan is in effect the entire time, as no notice to the contrary was ever sent out by the business. Had the consequences of such reckless disregard been any more serious than they were, we might now be having a much different dialogue at a much higher level. That being said, I am given no alternative than to perhaps exercise that option.
Thank you.


Regards,

****** *******

7/20/2014 Problems with Product/Service | Complaint Details Unavailable
7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had water and sewer line protection plan from American Water Resources for almost a year with no claims. Recently our basement drains backed up and flooded during a rain storm. I called American Water Resources and requested that they send a technician to diagnose the problem and clear any blockages. They refused to send anyone because they said I was no longer having any problem. I said I was no longer having a problem because it wasn't raining but there was clearly a blockage issue with the drain pipe that needed to be addressed since the drains were overflowing from the rain. They again refused to send someone. I said that if they wouldn't send anyone for this then I was going to cancel my plan since they were denying me the service I was paying for. I proceeded to request cancellation since AWS was not fulfilling their service contract. A week later my sewer backed up in the basement from the basement drains. I again called AWS and requested that they send someone out. They said that since I was no longer a customer they couldn't send anyone unless I renrolled. They transferred me to the enrollment line, but since it was after hours no one answered. I was forced to call an expensive emergency plumber to remove the blockage on the line. The issue with our line is still there as it has backed up again today. I am having to call another plumber to come out and clear the blockage and see if there is need of a pipe replacement. This all should have been covered by AWS since I first experienced the issue and reported it to them while I was a paying customer and they refused to help.

Desired Settlement: I would like American Water Resources to reimburse me for the plumbing costs I've incurred as a result of their failure to honor their service obligation and diagnose and fix any ongoing issues with my sewer line. I am willing to renroll as a customer if they honor their original service obligation to me.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your July 3, 2014 correspondence regarding the complaint filed by ****** *****.

In July of 2013, Mr. ***** enrolled in AWR’s Sewer Line Protection Program (SLPP). On June 20, 2014, Mr. ***** called to notify AWR that he experienced a sewer line back up a few days prior due to heavy rains. AWR’s representative asked the customer if he was currently experiencing a back up and Mr. ***** responded "no." The customer was advised that in accordance with the Terms and Conditions of the SLPP, AWR will not repair anything caused by natural acts such as flooding. Mr. ***** was dissatisfied with the denial and elected to cancel his SLPP.


On July 3, 2014, Mr. ***** again called AWR and stated that he wanted his sewer line repaired. Each time Mr. ***** called AWR, he explained that his sewer line only backs up during times of heavy rainfall. If Mr. ******* sewer line was clogged or blocked, he would continually experience back ups even during times of no rainfall. Given the description that Mr. ***** provided to AWR, it was determined that his issue is not covered under the SLPP. Mr. ******* request for repayment of out-of-pocket expenses incurred due to hiring a private plumber remains denied.


AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because:

My sewer line was in fact blocked during the course of coverage from AWS and they refused to do anything about it. I have indepent proof of this fact from multiple plummers and on video camera. In the beginning it first backed up from rain, which I reported to AWS and they refused to rectify or even investigate. A custmer service representative can not accurately diagnose what is wrong with a sewer line over the phone. If a licsensed plummer had investigated the situation, he would have discovered that the line was in fact blocked with small tree roots that had grown in through the pipe connections. After this refusal from AWS I suffered multiple additional backups both during rain and not during rain. I called AWS on the occurence of each of these backups and they refused to rectify or investigate the problem. It is completely asinine to expect a customer to wait until a sewer line backs up when it is not raining to investigate and clear a blockage. A line can be partially clogged and only back up during heavy rains or it can be completely blocked and back up all the time. Either way there is an obstruction in the line that needs to be dealt with immediately to avoid catostrophic damage to the home. I have receipts from 2 licensed plummers (with A ratings from ******* ****) stating that the sewer line was blocked from tree roots. I have video proof from a plummer who put a camera down the sewer line showing the blockage from tree roots . It took 2 different attempts and multiple backups before the situation with my sewer line was fixed and verified on camera. None of which AWS provided any help with whatesover, despite the fact that I had been paying for their coverage for over a year and they state in all of their marketing materials that they fix blockages in sewer lines from tree roots (which was exactly what I experienced). I suffered extenstive damage to my home from sewer backups and costs from 2 visits from 3rd party plummers, all of which would have been prevented had AWS simply honored their service obligation to me the first time that I called them. This is the worst customer service experience I have ever had with a business in my lifetime.



Regards,

****** *****

6/29/2014 Billing/Collection Issues
6/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Last month I decided to join American Water Resources Sewer Line Service at a monthly price of ***** per month to be added to my water bill and this original contract was agreed upon. This amount is for coverage and service to my sewer line from my house to the *** sewer line. I received confirmation for my order at the agreed price of ***** per month except it says that the price will be raised to ***** per month. When I called they told me that this increase was companywide. I spoke to *** *** **** on June 5, 2014 in the morning. I told him that was not the price I agreed to, that the company should honor the agreed price for at least one year. I asked for a supervisor. He said I will get a call back in 24 hours. I told him it was like selling him a car at a price of $799.00 and when he came to pick it up I decided to change my mind and say the new price is $847.00. That is not reputable and I said my original monthly charge should be honored. I want the service but at the price I agreed to.

Desired Settlement: I would like the price I agreed to in my original contract. I did not join the program at the new price and should not be charged. If they do this - what is to stop them from raising it again on me whenever amount they want. If the agreed price is not honored for the first year, I will most likely cancel the agreement for fraudulent behavior. I would worry about a company that does this.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2014 correspondence regarding the complaint filed by ******* *********

Mr. ******** enrolled in AWR’s Sewer Line Protection Program (SLPP) on May 15, 2014. AWR sent Mr. ******** a confirmation letter which indicated that there would be a SLPP price increase effective July 1, 2014. Mr. ********** daughter called because she was unhappy with the change and wanted to keep the original price for at least one year. Otherwise, she wanted to cancel the SLPP. AWR investigated this issue in an effort to accommodate Ms. ********** request. AWR can only honor current pricing, and the new price will be effective for all *** SLPP customers regardless of their effective date. As a result, Ms. ********** request to cancel the SLPP has been processed.

AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

6/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I signed up to become a customer of American Water Resources. I paid using a credit card my first year was deducted from my credit card on 4/18/2014 for $85. On June 11 2014 an additional $85 was removed from my credit card without my permission. I was told that they are human and that they make mistakes. I was told their system can deduct charges from your credit card but cannot refund your credit card so therefore a refund may take up to 4 to 6 weeks to receive a refund. I explained to them by taking this money out of my account without my permission caused me to go into an overdraft situation in my checking account. I have now been charged a $29.00 fee from my bank due to an overdraft situation.I've talked to many different people who basically tell me there are no exceptions to the rule and that I have to wait for a refund they are trying to get it expedited sooner us so far to no avail this has cost me a lot of time energy and the lack of customer service is disappointing.

Desired Settlement: Iwould like a refund of the $85Plus a refund of the $29.00 that my bank is charging me for the overdraft. I also would like consideration for my first year to be free.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your June 14, 2014 correspondence regarding the complaint filed by ******** *****.

In May of 2014, Ms. ***** enrolled in AWR’s Water Line Unlimited Protection Program (WLPP) and elected to make annual payments. At the time of enrollment, an error occurred on Ms. ******* account which resulted in the customer being charged an additional annual payment in the amount of $85.00. Ms. ***** stated that the additional payment triggered a $29.00 overdraft fee. AWR recognized the error and agreed to refund Ms. ***** $85.00 plus the $29.00 overdraft fee. Ms. ***** was unhappy with the time necessary to process the refund. To expedite the refund, on June 16, 2014 AWR sent a **** gift card to Ms. ***** in the amount of $114.00 via overnight delivery. We confirmed the *** package was delivered on Tuesday, June 17, 2014.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because:

The company apologizes on my behalf --- for what I made a complaint for a legitimate reason and it would not have escalated to this point had I reached someone who acted concerned about the problem this caused me.  Yes the did "refund my money" in the form of a **** gift card which did me no good what so ever when it came to replacing the money back into my checkbook which is where they removed my money from in the first place.  I was promised they would overnight the **** card Friday night it was not done.  I called Monday both representatives state my refund "check " was still being processed.  It wasn't until Tuesday that I received my so called refund.  I had to borrow to meet my mortgage as this whole error shorted my checkbook.  It also took them 6 days to overnight my refund.  They stated there is not if ands or buts that a refund check could not be processed other than on certain days.  They did not go above and beyond to correct there problem what so ever.




******** *****

6/25/2014 Billing/Collection Issues
6/15/2014 Problems with Product/Service | Complaint Details Unavailable
6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called AWR for a claim on a blocked sewer line & told the agent that I had another plumber over first to determine if the blockage is in the house or mainline. I explained to the AWR agent that the plumber was actively snaking my sewer line to unblock so I could use my facilities & explained the plumber I call first told me that the sewer line was full of clay & other indications looked to be caused by a broken pipe. I explained all this to the AWR agent before she issue a claim number & then told me that I would be contacted by their authorized service company to come out to provide service. One the AWR plumber arrived & I explained to him the situation & repeated the same story I gave to AWR agent, he went to get permission to run a camera in my sewer line, but was told no service would be provided now because the line had already been cleared. It would have been better to have been advised of this since I completely explained to the AWR agent of this before she activated a claim for my policy. I was charged $50.00 for the service call & all was just a big waste of money & time. I request AWR to reimburse my $50.00 since they should have advised me that no service would be provided due to the previous plumber cleared the blockage. AWR will not provide service to inhouse plumbing problems & I needed to determine if the blockage was in-house or my sewer line.

Desired Settlement: return my $50.00 service fee since the AWR agent should have said that since the blockage was cleared no service would be provided & not enter a claim. Just common sense should have dicatated & I should not have to pay for AWR employees that don't know their own company policies.

Business Response: American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your June 4, 2014 correspondence regarding the complaint filed by ******* ********.

Mr. ******** is enrolled in AWRT’s Sewer Line Protection Program (SLPP). On June 2, 2014, Mr. ******** called AWRT and stated that he was experiencing a blockage in his sewer line and that he has a private contractor on his property to investigate the issue. AWRT informed Mr. ******** that in accordance with the SLPP’s Terms and Conditions, AWRT will not repay costs incurred from hiring a private contractor.

On June 4, 2014 Mr. ******** called AWRT to report that he was experiencing issues in his sewer line. The SLPP terms and conditions were reviewed with the customer, including the $50 service fee; the customer agreed to the terms and conditions. AWRT dispatched an independent contractor to the customer’s home. Upon investigation, the contractor found the sewer line was open and functional, and he determined that no additional repair was necessary. Mr. ******** was unhappy that he had to pay the service fee. He stated that he told the AWRT claims representative that his sewer line was cleared. AWRT believes that there was a miscommunication between AWRT and Mr. ********, because if the AWRT claims representative understood that Mr. ******** was not experiencing a sewer line backup, they would not have dispatched a contractor to the customer’s residence.


On June 6, 2014, Mr. ******** called AWRT and stated that he was experiencing another blockage on his sewer line. AWRT dispatched a different independent contractor to the residence and waived the service fee. Upon inspection, the contractor determined that repairs were necessary to fix Mr. ********’s sewer line. The work is scheduled to be completed on June 13, 2014.

AWRT takes all consumer concerns seriously and we apologize that this issue caused Mr. ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ********

6/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 05/31/2014, I called AWR (**** -ID# 6298) to change credit card for payment because I could not find my wallet therefore my credit cards information had been compromised. In addition, cancel in-home plumbing ($7.99) since I have AHS with plumbing. I explained to **** that the original is open for my mortgage payment only so I need for them to use the new card for payment. Valeria stated I called back to add the in home plumbing coverage which was a fraudulent call or someone needed to meet their sale quota. I asked specifically 3 - 4 times that AWR will use the new card for payment and was assured the new card would be used for 06/02/14 payment. Now AWR has both Debit Card numbers to used as they see fit. I became uncomfortable when **** asked for my Debit Card again and watch the 1.00 authorization on the new card. AWR used the card **** assured me he deactivated and the old debit card would not be used. **** stated that AWR charges a month ahead so if I wanted to I could reenroll within 30 days without any lapse in coverage. On 06/03/14, I spoke to Valeria (ID#623) because AWR used the card **** says he deactivated. Valeria refused to allow me to speak to a supervisor and when I asked again she stated the supervisor does not speak to customers. I asked if she saw the notes and the new debit card associated with ****'s documentation..she said yes. I demanded that the funds be refunded in the method they were taken. Valeria stated the supervisor said they would send me a check because they do not have the capability to refund via debit card. Valeria took the call personally, I interrupted each time there was a contradiction in what she previously said. By the end of the call, I was livid. Due to the interaction with this company, I requested that both are canceled. AWR is a numbers company with no regard for the customer.

Desired Settlement: I want the funds refunded back in the same method they retrieved the funds.

Business Response: American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your June 4, 2014 correspondence regarding the complaint filed by ****** **********
*** ********* is enrolled in AWRT’s Water Line (WLPP), Sewer Line (SLPP), and In-Home Plumbing Emergency Protection Programs (IHPP). On May 31, 2014, *** ********* called AWRT to report that her credit card had been compromised which resulted in her providing AWRT with a different credit card to pay her monthly program fees. Due to a technical issue, *** *********’s original credit card was charged rather than the new credit card she provided. Since the incorrect credit card was charged, AWRT explained that a refund check in the amount of $25.15 will be issued. *** ********* was unhappy with the time frame necessary to receive her refund. Due to the dissatisfaction expressed by *** *********, her refund check has been expedited. Per *** *********’s request, the WLPP, SLPP and IHPP have been cancelled as of June 3, 2014. We apologize for any inconvenience *** ********* experienced.

AWRT takes all consumer concerns seriously and we apologize that this issue caused *** ********* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because: The process to refund customers is up to 45 days which is ridiculous. AWR should have refunded my payment with the same method it withdrew the funds. AWR representatives treat their customers as a dollars not as a valued customer

 and I would not have canceled. The representative did not care if I canceled or keep the product which worked for me.



****** *********

6/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 04/06/14 called and made a claim for my waterline (Claim#******) they sent out a plumber 3 days later that stated it was ground water so I waited about 5 days and still spewing out water from the pipe. I called them and asked them to send another plumber for a 2nd opinion which on Tues 4/15/14 ***** ***** said yes it is the main waterline that needs replaced. Not once have I received a call from American Water with an update. Now it has been 24 days with my basement constantly being flooded ad having to go down and suck up the floor and now my tiles are coming up and wil have to be replaced. I call everyother day and speak to numerous reps that keep saying that they need to go over the contract and approve what the plumber wrote. American Water has not called me in 24 days but yet have enough ***** to send me a bill for the contract' s renewal period. Still no satisfaction or call from American Water Resources.

Desired Settlement: I want my waterline replaced ASAP and some form of contact from American Water Resources keeping me informed of their progress with my claim.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 30, 2014 inquiry regarding the complaint filed by ***** *****.

On April 6, 2014, Ms. ***** called AWR and stated that she was experiencing a leak on the main water service line of her residence. An independent contractor dispatched to Ms. *****’ property advised AWR that Ms. *****’ water line is galvanized and a repair to the water line would not resolve the issue. There was a delay in obtaining proposals from the independent contractor concerning the replacement of the water line. Consequently, AWR received and approved a proposal and directed the contractor to make a full water line replacement, which was recently completed. We are sorry for any inconvenience Ms. ***** may have experienced involving the delay in replacing her water line.

AWR takes all consumer concerns seriously and we regret this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: ********

I am rejecting this response because:  There response makes it seem that they were waiting on the plumber but in fact did not accept what the 2nd plumber (**** ******) contracted price but found a 3rd plummer (*** ******) which was very unprofessional and the job extended out to 3 days.  *** ****** did not come out and look at the job before hand and didn't even realize I had a 4 foot concrete brick wall or they could have brought the correct sized back hoe to fit into the yard instead of over the wall.  ** ****** brought in a back hoe and pulled up fron the front road and  the last day hit my wall with the back hoe causing several of my bricks to break.  The owner of ** ****** said that they would pay to have those replaced but i a waiting for an estimated from a concrete guy to give them.  We will see with that.  I feel that they did that damage on purpose because I was complaining that it was taken to long to replace the water main.  I do feel that American Water was "shopping" for the best price to satisfy them and not the consumer.  But with ** ****** you got what you paid for unprofessionalism. 



Regards,

***** *****





















Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated May 13, 2014 regarding the rejection filed by ***** *****.

Since Ms. *****' original complaint filed on April 30, 2014, AWR has conducted a full water line replacement for the customer. Prior to the replacement, AWR obtained proposals from three different contractors. A number of criteria were evaluated when choosing the independent contractor who ultimately replaced Ms. *****' water line. one of them being cost. As a result, the cost to Ms. ***** Was reduced. We believe we were facilitating the claim in the best interest of the customer. AWR apologizes for any inconvenience Ms. ***** experienced.

AWR takes all consumer concerns seriously and we regret this issue caused Ms. ***** to file a rejection response with your office. We trust that the foregoing explanation is fully responsive to the customer's concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.


Consumer Response: Complaint: ********

I am rejecting this response because: until my 4ft concrete wall is fixed by the contractor I am not satisfied.



Regards,

***** *****

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry received May 28, 2014 regarding the rejection filed by ***** *****.

Ms. ***** rejected AWR’s most recent response stating that she will continue to reject our responses until her four foot concrete wall is repaired. We spoke to the customer and the contractor involved. Both parties agree that it is the customer’s responsibility to obtain an estimate to have the wall repaired and submit it directly to the contractor. The contractor has accepted responsibility for the damage and agreed to pay for the repairs. It is our understanding that the customer has not provided the necessary information to the contractor. At this point, we have no active role in this matter. If the customer feels that there are additional steps AWR can take to help her resolve this issue, she may contact us for assistance.

AWR takes all consumer concerns seriously and we regret this issue caused Ms. ***** to file a rejection response with your office. We trust that the foregoing explanation is fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At approximately 12 Noon EST my wife contacted the named company in reference to a Sewer line problem we were experiencing. A representative took the necessary information and advised my wife that someone would call back shortly. At approximately 3:00PM EST my wife called back to find out the status of our request, she was informed that someone would be calling within the next hour or two. At 6:00PM EST I asked my wife if anyone had called back, she said No. I asked her to call our contractor for the Heating/Cooling System to see if they could possibly check out the problem. After contacting ** ** *****, I was informed by the representative that could be here as soon as 10:00PM EST. I agreed, and they arrived at approximately 9:45PM EST. The technician "snaked" the line and removed a 5 foot piece root that indicated a break in the line The Technician left my residence at about 11:30PM EST. He also indicated that another technician with a camera would be out the next day to confirm this. The camera technician came out the following afternoon and verified the pipe was cracked in at least two places. During this time American Water Resources or any agent of them never contacted us in reference to this problem. My wife received a call from *******, Contractor for AWR, stating they could investigate the problem. We called ******* and explained that the job was already being handled due to the lack of response over the weekend. The representative at ******* stated that they received the job at 10:03AM EST on 5/05/2014. AWR claimed the call was dispatched at 11:10AM CST on 5/03/2014. AWR stated to my wife that they would contact her on 5/05/2014 to verify that the Contractor was here and to see what their findings were, if any. They never contacted us during the entire weekend nor did they call on Monday 5/05/2014 as they stated. We had asked to speak to a Supervisor, we were told that a Supervisor had to be emailed. To this day we have had no response.

Desired Settlement: Reimbursement for work that needed to be done in relation to what would have been paid by the normal Contract Agreement. Internal/External Evaluation of the System used to assign a Contractor by AWR and their affiliates. Also. a better communication system be implemented to contact the customer as well as a cotact/supervisor to speak to a customer when needed. The internal controls currently being used a inadequate at the very least. When a job is dispatched there should be verbal system acknowledgeing the call, as well as a call placed by the technician when he arrives at jobsite.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 11, 2014 inquiry regarding the complaint filed by Pamela Howard.

*** ****** called AWR on May 3, 2014 to report a sewer line backup. There was a technical error that occurred when AWR attempted to dispatch an independent contractor to the customer’s home which resulted in a delay for the contractor contacting the customer. Consequently, the customer privately hired a contractor to conduct a camera inspection and a full replacement of her sewer line.


In accordance with the Terms and Conditions of the Sewer Line Protection Program (SLPP), AWR will pay to repair clogs or blockages in the customer’s sewer line, as the SLPP is a repair program and not a replacement program. AWR contacted the customer to request an itemized invoice and proof of payment. Once received, AWR will review the items and consider repaying the customer for the repairs covered by the program up to but not exceeding the SLPP protection limits. To date, we received the customer’s proof of payment but we are awaiting the itemized invoice.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. Howard to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March 2012, I signed up for sewer line insurance through American Water Resources, located in *****, Illinois. I recently renewed my policy in late March of this year; the check was cashed on March 31st. I never received my renewal confirmation, as I normally do. Last week, I called the recommended number on the back of the policy to inquire as to why I have not received my confirmation. They claimed they could not help me; that since I was in California, they need to have a licensed person call me back. I said no, I would call another time. They have since mailed me a final notice to renew this policy that I have already paid for. I called again today, and again, they told me I would have to speak to a licensed person. I asked if they could transfer me to such a department; I was told there is no one available at the time. They said they would have someone call back within an hour; I received no call. I am furious, as I purposely called the number on the back of the policy that clearly states "If you have questions about the policy, simply call our Customer Call Center at ###-###-####. I consider this to be a false claim.,

Desired Settlement: I insist on at least a partial refund, although I am seriously considering cancelling this policy.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 8, 2014 inquiry regarding the complaint filed by ******* *****.

Ms. ***** called AWR on May 8, 2014 regarding her Water Line Insurance Policy (WLIP) and Sewer Line Insurance Policy (SLIP). During the call, Ms. ***** stated that she had sent a check to AWR to renew her WLIP and SLIP but did not receive a confirmation letter.

Upon investigation it has been confirmed that AWR had sent Ms. ***** a combined WLIP and SLIP renewal form which Ms. ***** filled out and returned with a check to AWR. Inadvertently, Ms. *****’ check was not applied to her account, which indicated why her account reflected that her policies were expired. AWR has since corrected the issue with Ms. *****’ policies and sent her a confirmation letter via email. Typically, AWR does not issue confirmation letters to customers upon renewal; customers will only receive confirmation letters upon renewal if they made a change to their policy.

If Ms. ***** would like to cancel her insurance policies, AWR will refund Ms. ***** the amount she paid to renew the policies. However, we hope that Ms. ***** will continue to be a customer of AWR as we truly appreciate her business.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. ***** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.

I would greatly appreciate the return of my money; however, the AWR completely lacks class, tact, and professionalism in response to their customers' personal complaints.

Regards,

******* *****




















5/28/2014 Delivery Issues | Complaint Details Unavailable
5/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Over the phone and on the website they promised that all plumbing would be repaired with a $50.0 co-pay to the plumber. Prior to purchasing the plan I was assured that all plumbing repairs would we covered, no exceptions. The website claims the same. I contacted the company (2X)and they advised me to read the fine print. They apologize but kept telling me that the person who signed me up. shouldn't have told me that all plumbing would be covered,,and they were sorry,,but the service is not covered(inside plumbing service)

Desired Settlement: They should cover the repair that was promised, and subsequent repairs

Business Response: Please send this complaint to American Water Resources. This is not a NJ American Water issue as we do not provide water line/ sewer line protection plans.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your April 17, 2014 inquiry regarding the complaint filed by James Noonan, who is the brother of the account holder, Kenneth Noonan.

******* ****** has been a customer of AWR’s In-Home Plumbing Emergency Protection Program (IHPP) since July 28, 2011. On April 16, 2014, ******* ****** called AWR and reported that he was experiencing a crack on the cast iron pipe of his drain line that was causing it to leak. In accordance with the IHPP’s Terms and Conditions, AWR will not cover repairs to any leak or break of Your Drainage System that does not cause a clog or blockage. Subsequently, AWR will stand by its denial of *** ******’s claim in which he requested repairs to his drain line.

AWR takes all consumer concerns seriously and we regret this issue caused *** ******’s brother to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response:
Complaint: ********

I am rejecting this response because:



Regards,

***** ******





























5/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been paying for Sewer Line Protection to American Water Resources for about 4 years added to my water bill for **** ********* **** ******** *** On one occasion they sent a contractor to jet out a sewer line that had become blocked due to tree root invasion. On another occasion I had an inside situation that was determined to be a maintenance issue that I repaired without their help. On 3/11/14 I was informed by my licensed plumber that the sewer line from the house out to the main was blocked again. I called AWR and the next day a contractor contacted me that he could not/ would not remove the cleanout cap in the basement due to the possible mess & proximity to the boiler. (which he referred to as a furnace) I called AWR to discuss the situation and told them neither was an issue 3 years ago for the same blockage problem. After a call back from them advising me I would have to remove the cap myself & drain the line before the contractor could clear it I realized that their advertising states they will repair faulty sewer lines, not just clear them. As this was obviously a reoccurring problem I asked that they honor their own advertising and actually FIX the sewer line. The representative for AWR said he couldn’t do that. I asked to speak to a supervisor & was told none was available but I would get a call back. This was over a week ago & I have since hired a professional contractor to clean the line at my own expense. I have also emailed AWR with my complaint with no response. I would like AWR to honor their own advertising & service agreement by replacing the faulty sewer line. If they can’t or won’t honor their own contractual obligations then they should refund every payment I have made over the past 3 years at $15 then $17 per month. If I am paying for my own repairs then why should I pay AWR? I suspect thousands of other consumers are being bilked by the false promises AWR makes on a continuing basis. On their webpage: http://www.awrusa.com/american-water-resources/for-homeowners/sewer-line-protection/index.html American Water Resources even show tree roots invading a sewer line, yet they refuse to address the very same situation they advertise?

Desired Settlement: Resolve ongoing issue

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 26, 2014 regarding the complaint filed by ******* *****.

By way of background, Mr. ***** was a customer of AWR’s Sewer Line Protection Program ("SLPP"). On or about March 13, 2014, Mr. ***** called AWR to report that his main level toilet was clogged. AWR dispatched one of its network contractors to the customer’s home to investigate the issue. AWR’s contractor believed that at the time he could not remove the blockage, therefore, the customer hired his own plumber to remove the blockage to his sewer line.

In accordance with the Terms and Conditions of the SLPP, it states that AWR does not reimburse account holders for out of pocket expenses incurred from hiring his or her own contractor. However, upon AWR receiving a copy of the customer’s invoice that he received from his personal contractor and proof of payment, AWR will review the invoices and consider reimbursement up to the amount the customer paid to remove the blockage in his sewer line, not to exceed the applicable protection limit of the SLPP.

AWR strives to provide excellent customer service and we apologize that Mr. ***** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.
Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer Response: Complaint: *******

I am rejecting this response because: it is factually incorrect. A licensed plumber was called to the address to unclog toilet at which time he determined that the sewer line from the house out to the main was blocked. At that time I contacted AWR to have them correct the situation as this is precisely what I have been paying them for. The same situation had occurred 3 years prior and was corrected by their contractor. At that time it was determined that tree roots had entered the sewer line causing the blockage. This time their contractor refused to perform any service citing the proximity of the boiler to the cleanout. The location of the boiler had not moved in 3 years so why was it now an issue? Also if tree roots are penetrating the sewer line this would be an ongoing problem that needs a permanent solution like replacing the part of the line at fault. AWR offered no answer to these issues and did no follow up on them. They should refund the past 3 years of payments made for their services that were made by me expecting them to fulfill their obligations. At the very least they need to say they WILL pay for all my expenses from this incident, not just consider it. These expenses came to $299.  



Regards,

******* *****























Business Response:

I apologize for our delayed response to the BBB's inquiry dated April 8, 2014 in connection with the rejection filed by ******* *****.  We usually post our responses online.  This inquiry was a little different.  When we accessed the message online through our portal, we were not able to respond.  It read that the customer accepted AWR's response and there was nothing for us to do at that time, even though he included a rejection in his written response.

 

AWR agreed to repay Mr. ***** $299 for out-of-pocket expenses he incurred as a result of hiring his own contractor to clear his sewer line.  We communicated this to Mr. ***** on April 18, 2014.  We requested the invoice and proof of payment for the repair.  Mr. ***** agreed to submit the necessary documentation.  We are currently awaiting those items.

 

AWR strives to provide excellent customer service and we apologize that Mr.***** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

  

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

 

Thanks,

 

5/6/2014 Problems with Product/Service | Complaint Details Unavailable
4/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had the sewer protection plan with American water resources since 2004. I have had very few calls concerning my sewer being plugged in all them years. in the past 3 years something has changed and my sewer started backing up. I have called them to clear blockages 3 times in the past 2 years. last week I had a problem so they sent a plumbing company out to fix the problem and use a camera to see what was causing the calls all of a sudden. the plumbing company found that I have a belly in my sewer line on the outside of my house. American water resources say they will not cover that problem. I started having these problems in the past 3 years so the ground had to shift or a tree root has displaced the sewer line in my opinion. either way it states on their website that they cover shifting ground of invasive tree roots. I saw for myself on the video that was made that there is a crack at the top of the section where the pipe is bellied out and you can tell something has made the pipe shift. my complaint is all these years I paid for a service only to find out that this company is falsely advertising its services. since my sewer line has been fine all these years I have had the sewer protection plan everything was ok till now. I have paid enough to this company over the years to pay for the repair in question.

Desired Settlement: all I want to do is for the company to repair my sewer line outside my house. there is only 17 feet of line outside my house and 4 to 6 feet is bellied. I would be happy to pay some towards the repair but this is why I have contracted this service from American water resources. being in a rural setting the cost to do this repair isn't that much. a friend of mine just had her line replaced last year by American water resources for this same reason. she had only had the service contract with them for a short period of time unlike me.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 12, 2014.

Mr. ******* is a customer of the Sewer Line Protection Program (SLPP) offered by AWR. We reviewed his claims history. We requested additional information from the independent contractor who repaired Mr. ********* prior sewer line issues. With the additional details, we will be able to determine what type of repair would be necessary to correct Mr. ********* problem and if that repair is covered under the SLPP. We expect to have the necessary information within the week. Once we reach a decision, we will notify the BBB and Mr. ********

AWR regrets this issue caused Mr. ******* to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

Consumer Response: Complaint: *******

I am rejecting this response because:

 American water resources can continue to send me letters to sign up for their services but I will refuse since they don't do what they advertise. your company is a sham and happy to take peoples money till you have made enough off of them to deny repairs. I have posted on various sights on the web about American water resources denial of services. it is very strange a friend on mine got your sewer line protection then filed a claim two months later and they repaired his sewer line for the same problem that I had. since I had paid your company for 10 years you decided to cancel me because you knew you wouldn't get any more money out of me. your company is a rip off but I am glad my friend got over on you for a 1000.00 repair then canceled his services.  please refrain from sending me your letters to sign up for your services too. maybe you can give the BBB a few more dollars to advertise only good ratings for your services.

Regards,

******* *******





























Business Response: This message is a follow-up to the second rejection inquiry that ******* ******* submitted on April 23, 2014 in connection with AWR’s denial decision to make further repairs to Mr. ********* sewer line that AWR submitted on April 18, 2014.

Mr. ******* has requested that AWR no longer send him future solicitations. As a result, AWR has further suppressed Mr. ******* from all future solicitations. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns.


Please feel free to contact me if there are any questions regarding this matter.

Consumer Response:  American water resources are a big rip-off. I have posted my complaint on many sights other then the BBB one. I can see from other web sights  that others have posted bad comments about American water resources not following up and doing repairs. American water resources had no problem or complaints taking my payments for the last 10 years but repairing damage is another story. even though I filed a complaint about them they still send brochures to sign up for their services.

Complaint: *******

I am rejecting this response because:



Regards,

******* *******





























4/23/2014 Problems with Product/Service | Complaint Details Unavailable
4/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: January 2013, I received solicitations in the mail regarding water and sewer line protection from American Water Resources. It stated that "a neighbor on 3rd st recently had their sewer pipe repaired" and talked about if the pipe clogs you could easily spend thousands of dollars to fix it, as typically homeowners' insurance does not cover these repairs. I called American Water Resource and was told that a sewer line repair or replacement could cost thousands and that for $192.60 per year I could get unlimited (in terms of dollar) for my water line and sewer line. So I decided to do that considering my home was older and I have a family and wanted to protect us if something had happen. The policy went into effect 02/17/2013 through 02/16/2014 and then in February 2014 they renewed my policy by charging my credit card. So on March 1, 2014 we had a very strong sewer smell in the house and called American Water Resources at around 6:30 am to have their contractor come out and look (we got an answering service that took a message and said someone from the claims department would contact us once they heard from the contractor). We called 10am 12pm 1pm 2pm and several other time and by 6pm we had not heard anything so we contacted Rotor Rooter to come out and look at it to see what was wrong. They did a camera inspection and found that the line had cracks and breaks and other things wrong with it and that we would need a whole line replacement.($8,298.05) Finally got a hold of someone in the claims department around 7 or 8pm and I told them what was going on and they would not send anyone out and told me it was not covered. I thought that is what I had coverage for. They informed me that it was only for clogs or back-ups. I do not know where they get that a clog or backup can cause thousands in repairs. I spent $8,300 for something that I had insurance for and should have been covered. I think that they are miss informing their customers and something needs to be done.

Desired Settlement: I would like for them to pay me $8,289.05 for which I had to pay because they would not send someone out and cover me for coverage I had. I also would like to see them have to inform all current costumers and new costumers what they actually cover which is not much (clog or backup) and that that would not cost thousands to fix. The way they sell and advertize their service needs to be looked into and people need to be made aware of everything that they do not cover, which is everything. I also would like to mention the letter dated 3/13/2014 regarding my cancellation of this program. It states " You are welcome to re-enroll at a later time. Our Programs offer you peace of mind knowing you are covered in the event of costly repairs to your Water Line, Sewer Line or In Home Plumbing. We hope you consider re-enrolling in our programs." I thought I had peace of mind but it turns out that it was a scam. I have this document and can show or provide it to anyone that needs it.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 26, 2014, regarding the complaint filed by **** *******

By way of background, John Pullen was a customer of AWR’s Sewer Line Protection Program ("SLPP"). On or about March 1, 2014, *** ****** called AWR to advise that he was experiencing a sewer smell in the basement of his home. At this time, the customer stated to AWR’s representative that he was not experiencing a back up in his home and therefore, the representative explained to *** ****** that a contractor could not be dispatched to his home unless he was experiencing a back up. In accordance with the Terms and Conditions of the SLPP, the customer must be experiencing a back up at the time of the initial call in order for AWR to send out one of its network contractors to the customer’s home.

Subsequently, *** ****** hired his own contractor to assess the matter and the contractor determined that the sewer line contained multiple cracks, dips and breaks, which required a replacement of the entire line. AWR’s representative advised *** ****** that the issues cited by his contractor were not covered under the WLPP. Ultimately, *** ****** had the sewer line replaced and the customer is demanding that AWR reimburse him the monies he paid to have the sewer line replaced. At this time, *** ****** is cancelled out of the SLPP (upon his request) and AWR will not consider any reimbursement to the customer.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased the "Water Line, Sewer Line and In-Home Plumbing Emergency Protection" program for my home from American Water Resources (herein AWR). In December of 2013 my water line broke. An AWR contractor came to my home and confirmed that my water line was broken. However, he stated that "you are not covered under your policy because the pipes used are made of Polybutylene." When I inquired about what that was and why I would not be covered he told me that pipes made of Polybutylene are considered to be "defective material" since they have been the subject of class action lawsuits. My attempts to contact AWR and explain why I should have been covered have fallen on deaf ears. The reason given for AWR denying my claim was that the Polybutylene pipes used in my home were the subject of a class action lawsuit. At no time was I ever notified that I could join a class action lawsuit regarding the pipes used in my home. Additionally, after extensive research it was discovered that the pipes used in my home did NOT qualify for the class action lawsuit. To qualify as eligible under a polybutylene pipe claim, a claim needed to be made within 13 years [with acetal fittings] or 16 years [with metal fittings] after the date of installation or before the year 2009. My home was built in 1985 and therefore did not qualify under the class action lawsuit requirements. Furthermore, after speaking with neighbors and other individuals in my development, I discovered that they had similar water line issues and their claims were also denied by AWR before 2011. Based on this information, it is clear to me that AWR knew or should have known that the homes built in my development were built with the "defective" Polybutylene pipes. However, even with this knowledge AWR continued to send out advertisements and solicitations stating that my water line would be covered if it were to ever break. This caused me to detrimentally rely on a policy that would NEVER cover my home.

Desired Settlement: The second I agreed to the policy with AWR I was guaranteed to not be covered due to the pipes used during the construction of my home. Entering into this policy with AWR not only gave me a false sense of security it also prevented me from seeking out a water line protection policy that would cover my home. Had I known or been notified by AWR of the potential to not be covered due to the material my pipes were made of, I would have never agreed to enter into this policy. I would have done my due diligence to discover what types of pipes I had and then I would have sought a policy without such restrictions. In conclusion, I am asking to be made whole again. I would like compensation for the $3000.00 bill I incurred for having to repair my water line without the help of AWR. My attempts to discuss and settle this matter with AWR have reached a dead-end and I feel I have been swindled by a company I used to trust.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 7, 2014.

*** ******** was a customer of AWR’s Water Line Protection Program (WLPP). On December 10, 2013, he contacted AWR to inform us that there was a verified leak on his main water line. The AWR Claims Representative immediately established a claim and dispatched a local independent plumbing contractor to investigate the issue.

The contractor’s investigation revealed that the water line was made of blue polybutylene pipe, which is considered a defective material. Since the WLPP does not cover repairs to blue polybutylene pipe, because it is a defective product, the claim was denied.

*** ********’s water line was not eligible for the WLPP because he had a polybutylene water line. His program was cancelled and a refund in the amount of $381.67 was mailed to him. This amount represents all the program fees paid to AWR for the WLPP since *** ********’s enrollment plus any unearned program fees he paid.

AWR regrets this issue caused *** ******** to file a complaint with your office, and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

Consumer Response:
Complaint: *******

I am rejecting this response because: AWR has failed to address the real issue at hand. AWR solicited and issued the Water Line Protection policy with full knowledge that the water line was made of the so called "defective" material. AWR even admits in their response that "*** ********’s water line was not eligible for the WLPP because he had a polybutylene water line." AWR, even with this knowledge, issued the policy on a water line that could NEVER be given the full protection of the policy. By issuing this policy it caused me to detrimentally rely on a policy that never offered me protection. Additionally, knowledge of the defective material is outside the scope of what an ordinary customer would know. What makes the material "defective" according to AWR is the fact that it was recalled and/or part of a class action lawsuit. At no time did AWR or anyone else contact me to inform me of the recall or the class action lawsuit. Nor did they ever inform me that I could be at risk of not being covered due to this. Had I known that the material was considered to be "defective" I would have never bought the AWR policy and I would have sought a policy that did not place the same defective material restriction. Since it was my belief that I was fully covered it caused me to suffer damages in the amount of $3,000.00. These are damages that I would have otherwise not had to incur had I bought another policy with different company. (Something I would have done had I been informed of the potential of not being covered.) While I appreciate the refund it does nothing to make me whole. I would ask that AWR take the time to sit down and negotiate a settlement so that legal action does not have to be taken. It is my desire to amicably resolve this issue, however, if I need to I will take full advantage of all legal avenues available to me. I thank you for your time and consideration on this matter and if you have any further questions please do not hesitate to contact me.

Thank you. 

Regards,

**** ********





























Consumer Response:
Complaint: *******

I am rejecting this response because: AWR has AGAIN failed to address the issue. AWR solicited and issued the Water Line Protection policy even with prior knowledge that the water line was made of the so called "defective" material. AWR claims they had no prior knowledge of this specific water line. However, even if this were true, they still had knowledge of other water lines, in this development, that were made of the defective material they reference. If AWR had knowledge of these water line pipes, and failed to cover them, they have a duty and an obligation to inform ALL AWR customers in this development that they may not be covered. Failure to do so is irresponsible, unethical and illegal. Their failure to do so has resulted in the damages I suffered due to my detrimental reliance on a defective policy. Is it now AWR's claim that they had no prior knowledge at all of ANY home in the development? If so I would like them to clearly state that in their response. Furthermore, I would have never bought the AWR policy and I would have sought a policy that did not place the same defective material restriction. Since it was my belief that I was fully covered it caused me to suffer damages in the amount of $3,000.00. These are damages that I would have otherwise not had to incur had I bought another policy with different company. (Something I would have done had I been informed of the potential of not being covered.) I thank you for your time and consideration on this matter and if you have any further questions please do not hesitate to contact me.

Thank you. 

Regards,

**** ******** 

































Business Response: AWR would like to take this opportunity to respond to *** ********’s comments received on or about March 21, 2014.

AWR does not require customers’ service lines to be inspected prior to enrolling in the protection programs offered by the company. As a result, AWR had no prior knowledge of *** ********’s polybutylene water line. In *** ********’s response he mentions living in a development. AWR does not market their protection programs according to developments, and we cannot determine what homes belong to a particular development. It has been our experience that even though one home in a given development may have a polybutylene water line, not all the homes in the same development have the same pipes. We would not know if a customer had polybutylene pipes unless they told us or our contractor found it upon responding to a claim as in this case.

While, we understand *** ********’s concerns, pursuant to the agreement between *** ******** and AWR, polybutylene pipes are not covered under the Water Line Protection Program. We apologize for any inconvenience, but this claim remains denied.

4/8/2014 Problems with Product/Service | Complaint Details Unavailable
3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Water Resources (AMR) Claim # ****** Paying for services of sewer line protection from aging sewer line. Began services 3/13 and on 12/13 backup occurred. AMR cleared line but several days latter line backed up. AMR came a second time and cleared line and ran a camera they state:1. I have a sump pump proving that this was a pre- existing issue Answer: I have the sump pump installed 15 years ago, after the city line backed up sewer line into my house during a major rain. Several neighbors also had the same problem,. The plumber installed a sump pump so my basement would never be flooded again. 2. The video revealed a broken off snake in the sewer line Answer: That may be true but it is not the source of the problem.That snake may be there 20 or 30 or 50 or maybe 70 years ago. The house was built in 1920 I moved in 1997. The video revealed many roots in the system the person told me maybe their are 40 roots or cracks in the line.Answer: AMR offered me insurance on sewer line protection. Certainly they knew the risks involved. I am sure before offering all of New York city service line protection they were aware of the number of permits for sewer line repair occurred in the last number of years and how many people were expected to sign up. It was worth it for AMR. They offered me sewer line protection for a house built in 1920 made from clay pipes. They knew NYC plants trees on every street and trees grow roots into moisture sewer line. Yes their may be many roots in my sewer line but I never had a problem with my sewer line. AMR had no problems during the time I had insurance so therefore this must be a new issue not a pre-existing issue. I am paying for sewer line protection not sewer line cleaning. AMR took the risk of insuring me and they need to replace my sewer line as they themselves stated it needs to be replaced

Desired Settlement: American Water resources needs to replace my sewer line since it is newly cracked and insured for repair from AMR

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated January 5, 2014. 

Mr. ********* is a customer of AWR’s Sewer Line Protection Program (SLPP).  Pursuant to the terms and conditions of the SLPP, AWR will repair clogs or blockages of the main sewer line due to normal wear and tear.  On December 11, 2013, Mr. ********* contacted AWR to file a sewer line claim reporting that he had a backup.  AWR dispatched an independent contractor to clear Mr. *********’s sewer line.  The independent contractor cleared the sewer line. 

On December 15, 2013, Mr. ********* contacted AWR explaining that he was experiencing another sewer line backup.  The contractor was redispatched; he cleared the sewer line and ran a camera through the pipe to gather additional information regarding the cause of the blockages.  The contractor determined that the blockages to Mr. *********’s sewer line were caused by numerous breaks and cracks that had occurred over the course of many years. 

AWR’s contractor advised AWR that the customer admitted that at the time of enrollment, he knew he needed a new sewer line, and he decided to sign up for the program when he learned how expensive it would be to replace his sewer line.

The SLPP does not cover repairs to sewer line problems that existed prior to a customer’s enrollment in the program.  In light of Mr. *********’s admission to AWR’s contractor, AWR will not honor the customer’s request for a full line replacement because the problems with his sewer line existed before the effective date of Mr. *********’s enrollment.

AWR regrets this issue caused Mr. ********* to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns.  Should you have any questions, please do not hesitate to contact me .

Consumer Response: Complaint: *******

I am rejecting this response because:
What is American Water Resources (AWR)  really saying? They are saying that I conspired to commit fraud over a period of 9 month's. That I knowingly planned and participated in a planned campaign of fraud against AWR. Then after carefully planning this fraud I told the AWR representative that I knew my sewer line was no good and I admitted my intent to defraud AWR. Could I not have waited at least a year and hidden away my sump pump before AWR came for a  site visit.  This scenario which either AWR came up with or  they dreamed it up; or they were misinformed by their representative.
 In any case the New York City DEP gave a contract to AWR to insure the sewer pipes of NYC residence home owners. That's the same thing as a life insurance company giving life insurance to someones 93 year old grandmother. That's right AWR my house is built in 1920 and you were well aware of it. You are also aware that the pipes are clay and that NYC plants trees on city blocks and those roots grow into sewer lines. Yet AWR made  a calculation that the insurance premiums would cover the sewer lines.  I was encouraged by a letter from the DEP to protect myself from expensive charges of sewer lines needing replacement. Yes I took advantage of the low premiums because I do know my sewer line is 93 years old and the city of NY planted trees in front of my house. The sewer line is old but functionally fine there were no pre existing problems with the sewer line when I enrolled. Something obviously new occurred during those 9 months that now requires a new sewer line. That's why I purchase the policy. That is why I payed the premiums.

I was brought up in house that taught values and ethics. I myself bring up my children with values and ethics and I can assure you no fraud was perpetrated against AWR.
AWR took on clients in NYC who are high risk due to aging sewer lines. Just like the 93 year old grandmother who passed away and the life insurance company has to pay, I call on AWR to step up to the plate and correct my 93 year old sewer line that they insured.
Again I am repeating myself This is the first time since I moved in  that a camera has ever been sent down my sewer line. I know my sewer line is old but to commit fraud absolutely not.    


Regards,

******** *********
























Consumer Response: Complaint: *******

I am rejecting this response because:Unfortunately we are back to square one with AWR. 
#1 I never made an admission to any representative of AWR because I have nothing to hide. My sewer line was in working condition when the insurance was purchase. My previous e-mails to BBB state the truth 
#2AWR had the ability to inspect my lines when they offered me insurance. Everyone knows if someone purchases life insurance before the contract is approved, the life insurance company obtains blood tests, medical doctors reports etc and then decides whether  to offer a insurance plan. Well AWR had that opportunity they have access to ****** maps and can see that there is a  large tree in front of my house. AWR knows my house is built in 1920 with clay pipes. AWR knows The condition of NYC sewer lines yet they offered to insure my sewer line. Why did they not send a camera down the line prior to offering insurance it only takes a few minutes?

I think its time that AWR comes to terms that they are liable to repair my sewer line. It is not just me that AWR is trying to renege on their contract, but all of New York City. Yes AWR if you continue with your stance I will have the repair done and file a class action suit on behalf of NYC homeowners. There is a huge markup in price in repair of sewer lines. I would suggest you go ahead and repair the line now  for a fraction of the cost  than having to reimburse me  latter on. 




Regards,

******** *********
























Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 21, 2014.

While Mr. ********* continues to refer to the Sewer Service Line Protection Program (SLPP) as insurance, the SLPP is not an insurance contract. The SLPP is a service line protection program that provides protection for those repairs covered under the agreement, the terms and conditions of which are made available to the customer online and via email, fax or mail upon request. As we explained before, our agreement with Mr. ********* expressly states that repairs of anything that occurred before the effective date, which is 30 days after the customer’s enrollment is processed by AWR, are not covered.

To assist us with assessing a customer’s claim, we rely on our experienced network of local contractors for their professional opinions. In Mr. *********’s case, the contractor, who is an independent master plumber, advised us that the problem with Mr. *********’s sewer line existed prior to his enrollment in our program. Moreover, the contractor reported that a plumbing snake, which is currently wedged in Mr. *********’s sewer line is no more than several years old. This information suggests that a sewer line problem similar to the one reported to AWR by Mr. ********* existed prior to his enrollment in our program and after he took ownership of the property.

With respect to pre-enrollment inspections, we do not conduct inspections prior to enrolling customers. Further, requiring AWR to inspect each and every property before enrollment, as Mr. ********* suggests, would prevent us from presenting the low fees offered under the program. Therefore, AWR had no prior knowledge of the material used to construct Mr. *********’s sewer line or the condition of the line at the time of enrollment.

It should be noted that Mr. ********* is also enrolled in AWR’s Water Service Line Protection Program (WLPP). Recently, Mr. ********* reported a claim concerning his water service line. Upon review of the contractor’s opinion and according to the terms and conditions of the WLPP Agreement, Mr. *********’s water line repair was considered a covered repair. As a result, AWR paid to replace his water line in January 2014. In both the sewer and water line claimss, our decisions were based on information provided by our contractors and the terms and conditions set forth in the agreements between AWR and Mr. *********. The sewer line problem reported by Mr. ********* is not covered under the agreement and the claim remains denied. While we acknowledge Mr. *********’s concerns, we hope that he understands our position as well.

Consumer Response: Complaint: *******

I am rejecting this response because:

I would like to summarize AWR response and in general the entire sequence of e-mails

1. AWR has brought up the fact of a repair to my 94 year old water line that was covered I do not understand the connection to the two events but fortunately for me I had coverage and the leak was repaired. The water leak was related to water coming out the the sidewalk. If it had been on my property I wonder if I would have been covered by AWR.

2. AWR states a snake is wedged in my sewer line and it is only "several years old". If that is the case they can identify the type of snake that  is there. Also I know longer have a broken off snake in my sewer line it has become "wedged in the line" when did it become wedged previously it was broken off. If it is so easy to identify that it is only "several years old"'  why doesn't AWR simply e-mail me the picture with the company that produced it so I can have it independently verified that this type of snake is not 20 or 50 years old. Also is AWR stating Publicly that  if I have the snake removed they will repair the sewer line? 

3. In regard to AWR stating they have no idea what material my sewer line is made from: With all due respect this is your line of business. Your  statement is, I am sorry to say naive or  foolish. 

3. As stated in previous e-mails my sewer line was in working condition when I signed up for coverage. I am an honest person and do not lie. I know my sewer line was 93 years old when I purchased coverage 9 months prior to having sewer line issues. I know that sewer line replacement is expensive. That's way I purchased coverage. I am stating a fact my sewer line had no known problems that would cause me to try to cheat  AWR other then the age of the line. All these other statements from American Water Resources that I am knowingly attempting to defraud them are false. Obviously if AWR repairs my line they are concerned that other New York City homeowners whose sewer lines are also 94 years old and even older will result in claims against them. I had  thought that AWR would have submitted some arbitration to try to settle this matter but  has it is obvious that they will not.If that is the case then no further  discussion will be fruitful and legal action will need to be taken.

At this time I would like to thank the  BBB for their professional handling of this case. That they were able to open an impartial dialogue between myself and AWR that could not have occurred otherwise.
sincerely,

******** *********
























3/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a policy with ******* ******** to protect my sewer line. There was an issue with the February payment. On February 20th, I was told by an ******* ******** employee that I no longer had coverage. On Feburary 21st, I called a plumber to come out adn rout out my sewer line. I paid 186.35 out of pocket to have this done. On February 24th, I received a letter from ******* ******** dated February 18th saying that I had 30 days to make the February payment. I called ******* ******** and spoke with an employee who guided me through the claim process. I submitted all the information via fax on February 25th. I called to follow up on the claim on March 5th. At first the employee told me the claim was denied. Then she told me it hadn't been reviewed and I should re-submit. I re-submitted the claim on March 6th. I have heard nothing.

Desired Settlement: I would like $186.35 that I paid out of pocket.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 12, 2014. 

Ms. *********** is a customer of the Sewer Line Protection Program (SLPP) offered by AWR. She contacted AWR to report a sewer line backup. Ms. *********** was advised that her program was cancelled because the attempt to charge the monthly program fees to her credit card failed. Ms. ***********’s programs were cancelled, but her program fees were paid through March 8, 2014. We apologize for the misunderstanding and any inconvenience this may have caused the customer. AWR requested the necessary information to consider repaying Ms. ***********’s out-of-pocket expenses. Ms. ***********’s claim was approved and a check will be sent to her for the full amount she is seeking. The customer has been kept apprised of the state of her claim.

AWR regrets this issue caused Ms. *********** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

3/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AWR sent ***** **** ******* ***** * ***** on 11/3/13 to inspect our sewer line. ******* ***** * ***** placed a camera in our sewage pipe and stated that we had a broken plumber's snake in our line, which would void the contract with AWR. This was broadcast & recorded live to AWR. We were told to remove the snake & they would then fix the pipe. We paid *********** to come and remove this snake only to learn that it was not a broken snake but In fact tree roots. *********** gave us a DVD of this information showing tree roots, not a broken snake. We promptly called AWR and spoke to ***** ** **** * ****). He asked us to send a letter regarding the matter & a copy of the DVD. This information was sent out on 12/10/13 via **** .We have the tracking number if needed. We have not heard back from AWR & have left over 10 messages for a call back. One time we did call, Mr. ***** was present, but unfortunately had to leave suddenly because of an "emergency". It is now 3 months later & no information. Unfortunately, on 12/24/13 with 20 people expected over for the holiday, our sewer pipe did break. We called AWR but nothing could be done until,they reviewed the info and determined it was not a broken snake. We were unable to use any of our facilities ( bathroom, shower, washing machine, dishwasher.). Therefore, we were forced to fix the pipe. We paid ****** ***** **** * ***** ( wonderful company)$10,500 to fix the pipe on 12/30/13 & 12/31/13.

Desired Settlement: I want to be fully reimbursed up to AWR's contract limit for a job that should have been completed by them. I also want to be reimbursed the $13.59 per month from the contract start of 8/31/13 for services not rendered. I also would Ike a letter explaining why any customer would have to wait so long regarding matters that need to be dealt with promptly such as a broken sewage pipe.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 6, 2014. 

Mr. ******* is a customer of the Sewer Service Line Protection Program offered by AWR. On November 3, 2013, he contacted AWR to report a sewer line backup. The AWR Claims Representative established a claim and dispatched a local independent contractor. On the same day, the contractor jetted and video inspected Mr. *******’s sewer line. The contractor initially believed there was a plumbing snake stuck in the line, but upon further investigation, he found that the sewer line had extreme root intrusion that has been an ongoing issue well before Mr. *******’s effective date indicated by the size of the roots. The roots viewed in the sewer line measure at least one inch in diameter and more than ten feet in length. Pursuant to the terms and conditions of the program, AWR will not pay to repair anything that occurred prior to the effective date. Accordingly, Mr. *******’s claim was denied. 

Mr. ******* requested an explanation for the time spent on his claim. AWR acted immediately upon receiving his call on November 3, 2013. As stated above, this claim was denied and AWR would not dispatch another contractor. The customer was instructed to repair the problem and to submit proof that the repair was made as well as proof of payment, which we never received. Mr. ******* contacted AWR on December 22, 2013 reporting the same issue. This claim was also denied because he did not submit proof of repair from the initial claim in November. AWR does not believe excessive time was spent on Mr. *******’s claims; they were denied as soon as we had the necessary information to make a decision.

We apologize for any inconvenience this may have caused the customer. AWR regrets this issue caused Mr. ******* to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

3/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I believe in late 2012 I received information from them about some kind of sewer coverage for $5.99 a month. I signed up and apparently I gave thrm my bank information to make payments every month. However I received a letter stating my house was not covered. Until recently when I started doing my banking account on line I discovered that they continue to take $5.99 out of my checking account, so this had been going on for at least a year. When all this started I was recovering from major surgery and I was not at home, so I dont have the first letter. But I have received letters saying my house isnt covered. That's fine, however why are they taking this money out of my account, as recently as mr february statement. I have tried calling and was told someone would call be back, but of course that didnt happen. I feel I am entitled my money back as they are taking this money every month for some policy that I dont qualify fir. I gad to retire on a disability claim so I certainly dont have the extra money to give this water place my money. Also I have no way of knowing how to stop these payments because I get no where with this company. I cant leave a message as all the mailboxes are full and the time I did get someone he said he would have someone call me back which never happened. Can you please help me get my money back and stop them from taking payments for nothing. Thank you for assistance

Desired Settlement: I would like to receive the monies they have taken from me all this time for something I difnt qualify for. Plus I need them to STOP taking the money out of my account. I know $5.99 doesnt sound like much, but over a years time it adds up. Living on ** I need the money more than American water resources does. Thank you

Business Response:

American Water Resources Insurance Services (****** appreciates the opportunity to respond to your inquiry dated March 7, 2014.

Ms. ******** holds the Water Line Insurance Policy (WLIP) offered by *****. She has been effective since December 19, 2012 and pays her monthly policy premiums via direct debit from her checking account. As an active policy holder, Ms. ******** has been sent ***** promotional material highlighting additional policies available through ****** One of the policies offered is the Sewer Line Insurance Policy (SLIP). Ms. ******** is covered under the WLIP but she is not covered under the SLIP nor is she paying for this policy.

If Ms. ******** wants to cancel her WLIP, she can call ***** ******** to speak to a licensed agent or she can send a written request to **** ********* ******** ****** ******** ****** Attention: Administrator.

We apologize for any inconvenience this may have caused the customer. We regret this issue caused Ms. ******** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

3/28/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service | Complaint Details Unavailable
3/21/2014 Problems with Product/Service | Complaint Details Unavailable
3/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made several attempts to address water line break with this company over a 1 week period. There customer service and attention to call response time is unacceptable. We have gone a week without water and no response as to when water line would be addressed. I reported water line issue on thursday feb 6th, contractor came out dug up part of driveway and was unable to repair line at that time, 2nd contractor came out 2 days later and lines are frozen now due to water line exposed. Water line detection service sent on monday feb 7 unable to help beacuse line still frozen. I called company everyday with no response as to when water line issue is to be resolved. Always told the matter was under review!!! Now 1 week with out water and still no solution.

Desired Settlement: To replace water line with new line !

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 14, 2014. 

*** ****** is a customer of the Water Line Protection Program (WLPP) offered by AWR. She contacted AWR on February 6, 2014 to report a verified water line leak. The AWR Claims Representative established a claim and dispatched a local independent contractor. The contractor inspected the leak on *** ******’s property the same day. On February 7, 2014, the contractor made the repair. Several hours after the repair was made, *** ****** noticed water leaking into their basement again, so additional repairs were necessary. The Slavens spoke directly to the independent contractor dispatched by AWR and asked the contractor to reroute their water line. For this reason, the contractor did not back fill the hole dug to access their water line. 

AWR dispatched a second independent contractor to get a second opinion. When the second contractor arrived, he found the water line was frozen, so he was unable to detect a leak. Leak detection would not be possible until the line thawed, but the contractor was unable to thaw the line. Instead of waiting, the solution was to fully replace the Slavens’ water line, which was completed. We apologize for any inconvenience this may have caused the customer.

AWR regrets this issue caused *** ****** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

 

3/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Enrolled with American Water Resources in thier "Unlimited Protection" program. Attempted to file a claim for a failed sewage stack. Could not flush first room toilet or use sink. Sewage escaping below everywhere. I'm not a plummer but one with common sense would know that this is a failed system and would at a minimum require an inspection to further determine where the failure has occured and repairs are required. After spending hours on the phone with many different (so called) claims representatives, I could not get anyone to come out to my house. All I got was a condescending, and smart alike attitude complete with run around about the type of problem and all of these plumbing details they wanted. They were trying to find a way to deny my claim. I said, I can't be any more clear than I've already been. Obviously, this is a case of them not wanting to fix it because it would be expensive. I asked for a supervisor and was told there wasn't one available and that I should be able to work it out with them. I insisted several times until they said they would get one to call me back right away. That was hours ago and still no call. The brocure we received from American Water Resources says, "Our commitment to you ensures that you receive hassle-free repairs, exceptional customer service, professional, local contractors, and peace of mind. I didn't get any of that!! AND I still have this repair to fix out of my own pocket while I pay American Water Resources a monthly payment. The pipe is obviously obstructed with shards of rust. I've been told by plummers that cast iron fails from the inside out and this blockage can't be cleared. It's also split down the middle, and this is where the leakage to the floor is. According to their warranty, this should be covered but they will not accept responsibility. BEWARE! THIS COMPANY CHERRY PICKS JOBS.

Desired Settlement: I would like my sewage stack replaced so I can use my first floor bathroom and sink again. The stack is visible and accessible.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated January 3, 2014. 

 

Mr. ***** is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP).  Pursuant to the terms and conditions of the IHPP, AWR will pay to repair clogs or blockages of the home’s internal drainage system resulting from normal wear and tear. 

 

On January 3, 2014, Mr. ***** contacted AWR to report that he was experiencing a leak on his drain line extending from a first floor bathroom to his basement.  The AWR Claims Representative gathered information from Mr. ***** to properly determine that the issue he was experiencing was not a covered repair under the terms and conditions of the IHPP.

 

AWR regrets this issue caused Mr. ***** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns.  Should you have any questions, please do not hesitate to contact me.

Consumer Response: Complaint: *******

I am rejecting this response because: American Water Resources is not stating the facts about my sewage failure. If you buy the top of the line Ultimate protection plan you should expect better service and people who are willing to help you solve the problem. Is American Water Resources really willing to help it's customers?

Here below is what it says on thier website* ***********************************************

"Sewer Line Protection you can’t afford to be without. Nearly everyone has experienced a clogged toilet or slow drain. But a broken sewer line is worse because it requires must be repaired or it can back up and overflow into your home.Put yourself at ease with The Sewer Line Protection Program.Up to $8,000 in sewer protection – helps protect what most homeowners’ insurance policies don’t. You won’t even have to file any paperwork. Prompt response – a qualified American Water Resources contractor will contact you within 24 hours of your call to deliver professional, courteous service. You pay only a flat $50 service fee for repairs within the generous protection limits."

In my experience with this company, I was told we don't cover a leak and when I tried to explain that it was more than that they tried to trap me with my own words while I was explaining the situation. I felt as if I were on trial and being cross examined on a subject they knew I wasn't familiar with. Is that their definition of professional, courteous service? 

I'll describe the problem again, as best I can. Is sewage leaking on my floor? YES. Is the sewer line obstructed? YES, thats why it is going on the floor and not continuing through the sewage pipe. How did this happen? The cast iron pipe appears to have failed internally.

NOW AMERICAN WATER RESOURCES, TELL ME HOW THIS IS NOT COVERED UNDER YOUR STATEMENT ABOVE. WE PURCHASED YOUR MOST EXTENSIVE AND COSTLY PLAN.



Regards,

***** *****





























Business Response:

AWR would like to take this opportunity to respond to Mr. ******* comments received on or about January 29, 2014.

Mr. ******* initial report to AWR concerned a leak on an internal drain line. The AWR Claims Specialists reviewed the terms and conditions of the In-Home Plumbing Emergency Program with him and advised Mr. ***** that leaks and breaks on a drain line are not covered repairs. Mr. ***** reported no blockage at that time. Subsequent efforts by AWR to elicit information from Mr. ***** concerning his claim were unsuccessful. At this time, Mr. ***** has not submitted any additional information that would lead us to reconsider our decision. Therefore, Mr. ******* claim remains denied.

3/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have sold property at **** ****** ****** ********** **** and no longer need insurance policy.I have tried to contact american water resource by phone to stop taking the 5.00 charge off of my checking account with no success.

Desired Settlement: Stop billing my account.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 3, 2014.

Ms. ****** was enrolled in the Water Line Protection Program (WLPP) offered by AWR. She paid the monthly program fees via direct debit from her checking account. Pursuant to the terms and conditions, the customer must notify AWR of any changes or to cancel the program. We have no record of Ms. ****** contacting us to cancel her program. We will accept her cancellation request via the complaint we received from the BBB. Her enrollment in the WLPP has been cancelled effective February 12, 2014. Ms. ****** will receive a refund of $5.18. We contacted Ms. ****** to confirm the cancellation and her refund and to get an accurate address to mail a check.

AWR regrets this issue caused Ms. ****** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

2/26/2014 Delivery Issues | Complaint Details Unavailable
2/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've made multiple calls about enrollment in a water line protection service. After obtaining all of my information, including credit card and billing info, the enrollment packet was sent with the wrong name. After calling back, the company assured me that a welcome packet with the corrected name would be sent right out. It never arrived, and after calling to speak with someone again, I had the displeasure of dealing with a man named '*****' or '****' id number ****. Rather than assure me that the corrected packet had been sent already, he proceeded to start over getting my information. This is really frustrating, what an awful customer service experience. Also, My credit card has been charged without enrollment into the program/system. What a shady fly by night business! The worst!!!

Desired Settlement: I'd love to have the packet arrive with my name, and have the service that I've been charged for actually begin.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 12, 2014.

Ms. ******** contacted AWR to enroll in the Water Line, Sewer Line, In-Home Plumbing Emergency Program offered by AWR. When her address was entered, it was paired with the tenant’s name instead of her name. The issue has been corrected. Ms. ********’ name is correctly listed as the account holder and a new confirmation packet was sent to her. The issue with her name did not affect her enrollment in the Protection Programs. We apologize for any inconvenience this may have caused Ms. ********.

AWR strives to provide excellent customer service and we regret this issue caused Ms. ******** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******** ********




















2/20/2014 Problems with Product/Service | Complaint Details Unavailable
2/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I paid my yearly bill to this company of $108, my check was only cashed for $100. Instead of them rebilling me for the remaining $8, they again billed me for $108. When I called to see about the correction, they said that my account was overdue and I had been canceled and that they would refund the $100, which I have never received.

Desired Settlement: I was willing to pay the remaining $8, but they said that wasn't possible, I had to send another $108 and they would refund the $100, which I have never received.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated January 30, 2014.

Ms. **** mailed a check to renew her enrollment in the Sewer Line Protection Program (SLPP) for an additional one year term. The annual program fee is $108.00. There was a discrepancy on the check Ms. **** submitted. The correct amount was reflected in the hand-written area of the check, however the incorrect amount of $100 was entered into the courtesy box on the check. The check was cashed according to the $100 value displayed in the courtesy box.

This issue was referred to a specialist who spoke with Mrs. ****. The AWR Specialist explained the problem to the customer and asked her to send another check for the $8.00 difference. AWR has now received the full annual program fee. Mrs. ****** SLPP has been renewed and there is no lapse in her protection. We apologize for any inconvenience.

We regret this issue caused Ms. **** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and that explanation is not completely correct.  When I first identified the issue with my balance owed of $8, I called the business to discuss sending an additional payment of the remaining $8.  I was told that was unacceptable and my account was closed. They said that I could resubmit a FULL $108 and they would reinstate my account, and then refund the first payment of $100.  It was not until I submitted the BBB complaint that they agreed to reinstate my account with my payment of $8.  Good customer service should have resolved this issue in this way without me needing to take this further action.

I do find that this final resolution is satisfactory to me.

Regards,

**** ****




















2/9/2014 Problems with Product/Service | Complaint Details Unavailable
2/9/2014 Problems with Product/Service | Complaint Details Unavailable
1/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had this insurance for a couple of years. December 24, 2013 the shower and toilet backed up and went into the laundry room. I had to call a plumber and he opened it up. He put a camera in the pipe and it showed mud was coming in. I called American Water Resources December 27, 2013 and spoke with ********* and she said they would not cover it or come out unless there was a blockage. I asked her to send someone out, of their choice and see the problem. She refused again. I can't call my insurance company to fix the tile floor because it will happen again if the pipe isn't fixed. They should be covering this and send someone out.

Desired Settlement: I want someone to come out and look at the problem and fix it. My contract reads I have coverage up to $8,000.00. I sent them a check Check **** sent 8-6-13 for $108.00.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated December 30, 2013.

By way of background, *** ****** is a customer of AWR’s Sewer Line Protection Program (“SLPP”). Under the SLPP, AWR provides for the repair of blockages to residential sewer service lines caused by normal wear and usage.

On or about December 27, 2013, *** ****** called AWR to report that he had experienced a blockage in his sewer service line; however, by the time he called AWR, *** ****** had already hired his own contractor to clear the sewer line.  *** ****** further told AWR’s rep that his private contractor had advised him that the sewer line was corroded and he will eventually have another back up. *** ****** requested that AWR send a contractor out to investigate and video the sewer line.  Because there was no blockage in the line and therefore no covered repair under the terms and conditions of the SLPP, AWR properly denied the claim because no repair was needed.

However, as a courtesy to *** ****** as a customer, AWR will send out an approved independent contractor to video inspect the sewer line.  AWR will review the results of this inspection and determine if the condition of the line warrants repair.

AWR strives to provide excellent customer service and we regret that *** ****** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.


******* ** ******
********** ********** *******
American Water Resources
************ ********
************ ********
*******************

1/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Nov. 30, 2013, we contacted the company about a clogged toilet and sewer line. They sent someone out fix the problem. Two young men arrived in a small pick up truck. They wore mud covered clothes and shoes and became anoyed when we asked them if they had booties to put on their shoes. When trying to unclog the toilet, they badly scratched the inside of the toilet. They tried but never unclogged the sewer line. We ended up having to call and pay for another contractor to have the sewer line unclogged. When we called to complain about the damage these two did to our expensive toilet, the company brushed us off.

Desired Settlement: We would like the toilet to be replaced with a new one of the same brand at no expense and a refund of the $50 required payment.

Business Response:

Better Business Bureau ID *******

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated December 25, 2013.

By way of background, *** **** is a customer of AWR’s Sewer Line Protection Program (“SLPP”). Under the SLPP, AWR provides for the repair of blockages to residential sewer service lines caused by normal wear and usage.

On or about November 30, 2013, Mr. **** called AWR to report that he had experienced a blockage in his toilet and sewer service line.  AWR dispatched an authorized contractor to investigate the situation.  Upon arrival, Mr. **** related that the contractor(s), who arrived to investigate and repair the sewer service line, wore muddy clothing and shoes.  Mr. **** further related he requested the contractor(s) to put on shoe booties in an attempt not to dirty is residence, at which time they became annoyed.

When trying to unclog the toilet, Mr. **** stated the contractor(s) badly scratched the inside of the toilet and were unsuccessful in attempting to unclog the sewer service line. Mr. **** eventually called and paid for another contractor to unclog the sewer service line.  Mr. **** has requested AWR compensate him for the damage caused to his toilet and to refund the $50.00 service fee require at the time of repair. 

AWR is attempting to contact Mr. **** to assess the alleged damage of his toilet; however to date, Mr. **** has not returned our telephone calls.  When AWR has contacted the customer and been given the opportunity to inspect the toilet, we, will forward you a “follow up” response, once we are able to visit the property.

AWR strives to provide excellent customer service and we regret that Mr. **** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.


******* ** ****** ********** ********** *******
American Water Resources
************ ******** ************ ******** *******************

1/15/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an immediate sewer back-up emergency. My sewer line backed up and I had to hire a company to route it out, which I did. When I contacted American Water Resources they said they did not accept work done by anyone but someone they hired to do the job. This was not made clear to me at the time I purchased the policy. They would not compensate me for the expense of the service needed.

Desired Settlement: I would like some or all of the $1629.00 refunded by check.

Business Response:

Better Business Bureau ID *******

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated December 30, 2013.

By way of background, Mr* ******* is a customer of AWR’s Sewer Line Protection Program (“SLPP”). Under the SLPP, AWR provides for the repair of blockages to residential sewer service lines caused by normal wear and usage.

On or about December 27, 2013, Mr. ******* called AWR to report that he had experienced a blockage in his sewer service line; however, by the time he called AWR, Mr. ******* had already hired his own private contractor to clear the sewer line.  Mr. ******* requested that AWR compensate him for the service conducted by the private contractor he hired to clear the sewer line.  The Terms and Conditions of the SLPP do not cover reimbursing account holders for out of pocket expenses incurred from hiring their own private contractors.

However, as a courtesy to Mr. ******** AWR has agreed to a settlement in the amount of $700.00, in resolution of the matter. 

AWR strives to provide excellent customer service and we regret that Mr. ******* experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

******* ** ****** ********** ********** *******
American Water Resources
************ ******** ************ ******** *******************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

Regards,

**** *******




















1/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased insurance for my residence at ** ****** *****, ******** ** ***** in November 2012 for a year of service. On September 6, 2013 i called to cancel the service because i was relocating out of the state. On Spetmber 24, 2013 i noticed a debit on my credit card from AWR in the amount of $211.73. I promptly called AWR and was told that the money would be refunded propmptly. it's been 3 months - i have called a dozen times and each time i am told a check is being processed, has been mailed or will be mailed to me. At this point i doubt that AWR intends to refund the money. ,

Desired Settlement: I would prefer that AWR refund my credit card in the amount of $211.73. I

12/18/2013 Problems with Product/Service | Complaint Details Unavailable
12/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I first signed up for this service I was told if ANYTHING goes wrong with your sewer line it is covered. Well I had a back up the plumber came out and all was fine. There was a blockage he got thru. His snake got stuck and he had to force it thru. He then told me he recommends a camera go down in the sewer line to see what the problem was. This company passed me along thru the chain of command and told me that we are not issuing a camera for your problem. It was all on me. Horrible customer service, very rude individuals to deal with.

Desired Settlement: I would like this company to finish the job. Have the plumbers come out and camera the problem. I will pay in FULL if nothing is wrong.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 22, 2013, regarding the complaint filed by ***** *****.

By way of background, ***** ***** is a customer of AWR’s Sewer Line Protection Program ("SLPP"). On September 21, 2013, *** ***** advised that he was experiencing a sewer line back up in his basement. AWR dispatched one if its independent network contractors to *** *****’s residence. It was determined that *** ***** was experiencing a blockage in his sewer line, in which AWR’s independent contractor was able to remove the blockage.

*** ***** is now demanding that AWR conduct a camera inspection of his line. In accordance with the SLPP procedure, a camera is only warranted when AWR’s contractor can not clear the blockage. At this time, *** *****’s sewer line is open and flowing and he is not experiencing a back up. Accordingly, AWR has decided to stand by the denial of *** ******* demand to camera his sewer line. Should *** ***** experience additional issues with his sewer line in the future, AWR would conduct appropriate investigation, including a camera inspection, to determine if additional repair (beyond clearing the line) is warranted.

AWR strives to provide excellent customer service, and we regret that *** ***** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ******
Regulatory Compliance Manager
******** ***** ********* ************ ******** ************ ******** *******************

Consumer Response:
Complaint: *******

I am rejecting this response because:

I spoke with many customer service reps at the company and some advisors. I told them many times I would pay for the camera, if they would reimburse if something were to be wrong. My hope is that nothing is wrong. But when a professional plumber tells you that he recommends a camera be done, I think it should be done. Yes, the blockage was fixed, BUT his snake was stuck on something, and that caused him concern that something else could  be wrong. Then when the company did not comply with what the plumber recommended I wanted to cancel my service if they weren't going to provide me the service. I still have yet to see my refund. All I want is reassurance that there is nothing wrong with my sewer line. Like I stated earlier, I would pay for the camera to be done. But if something is wrong with the sewer line, I would expect them to fix the problem and pay for the camera.
Regards,

***** *****





























Business Response:

American Water Resources ("AWR") received a copy of *** ***** ******* second correspondence dated November 12, 2013 in reply to AWR’s response to *** *****’s original complaint (dated October 22, 2013). Please accept this letter on behalf of AWR in response to your inquiry.

On November 15, 2013 AWR’s Escalation Specialist, Susan Pappalardo, spoke with *** ***** in regards to his cancellation request. *** ***** has confirmed his decision to cancel his Sewer Line Protection Program ("SLPP"). Should *** ***** experience additional issues with his sewer line, AWR is not responsible to repair or camera his sewer line. *** ***** also expressed that he would like to receive a refund of his program fees. The Terms and Conditions of the SLPP do provide for a prorated refund upon cancellation of program fees paid, less the cost of any repair services performed. Because the cost of the sewer line clearing performed by AWR’s contractor exceeded the amount of program fees paid by *** ***** for the current contract term, there is no refund due.

AWR strives to provide excellent customer service, and we regret that *** ***** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ******
Regulatory Compliance Manager
American Water Resources
************ ******** ************ ******** *******************

12/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last Year I had problems with this firm paying them electronically and resolved the issue with a *** *********. This year I paid these folks with a check that they acknowledge receiving October 25th and posted to my account and my account is paid in full. However on November 25th I receive a final bill notice for $144.00 for the invoice paid October 27th by a check ****. I was told by ****** badge #**** that if I paid my bill twice they would just extend my coverage or I could request a refund. So I am being billed for something I have paid and they are hoping I pay it twice. ******** explanation was they just crossed in the mail. So I am suppose to believe that a bill paid October 27th gets rebilled and the invoice gets sent and I receive that crossed bill November 25th also a full month later.

Desired Settlement: I want them to stop sending me invoices once my bill has been paid and nothing is due.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry regarding ****** ********, dated November 27, 2013.

By way of background, on November 25, 2013, Mr. ******** had called AWR to report that he had received a final payment notice for his Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP) after he had already paid his bill. On November 27, 2013, a supervisor had called Mr. ******** to explain that the "second is active and paid until October of 2014. The customer will disregard any invoices he notice" invoice apparently crossed paths with his payment in the mail and that the customer receives and the issue is resolved with Mr. ********.

AWR strives to provide excellent customer service and we regret at Mr. ******** experienced an issue that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ******
Regulatory Compliance Manager
American Water Resources
###-###-#### (office)
###-###-#### (mobile)
*******************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** ********




















11/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on 23 of october noticed water pooling around house thought it was rain..but decided to call 28th called water resouce company ###-###-#### and was told she could not find anything on file from indianapolis .she asked if had service in gary indiana..we are not connected with them was not covered by them.then called ******** ***** in indianapolis. they would send out someone to check for me..found out there was a water leak .and need ed to calls ome one to fix leak someone that was bonded.the next day water company put a line showing where they would cover that was not on property..they could not help.the next day received a letter from water resource company and it stated that in order to be covered by them call toll free ###-###-#### program..did not say was covered.so called house insurance company..was not covered by them either so..called independent contractor to asses issues they found water leak and pipe broken under ground.to be fixed would cost 1800.00 two days later independent company came out to begin work.delayed due to rain.(work was completed by saturday 11-2-13).same day1-28-13 received letter again from water resource to call ###-###-#### to get protection and 9.99 monthy or annual fee 108.00. 11-6 called water resource ###-###-####**** stated that i do have coverage . two days later received 3 rd letter stating full payment is due to maintain protection of 60.00 by 1-4-14.when called ###-###-#### disconnected 11-7-13 so called back 11.00 am same day answered american water..they are disputing coverage and payment because they are saying we did not use their contractors after the fact...

Desired Settlement: refund for the amount of 1800.00 payed to another contractor because of faulty information given by company and misleading information by several intities of the company...different information causing me to take care of the information.myself and also..taking advantage of elderly i am 76 years old and recently lost my husband i am trying to keep up with everlything..these people are crooks and should not have a business if they are going to be misleading and taking advantage of people . this company states they pay up to 5,00.00 on paper received 11-6-13. and have to use their contractors...i did not have this information to handle matter.....please advise me what to do...i do not have money to spend like this and to waste...nor do i have time and energy to deal with crooked misleading business such as water resource inc...

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 8, 2013.

By way of background, Ms. ***** **** is a customer of AWR’s Water Line Protection Program ("WLPP"). On or about November 6, 2013, Ms. **** called AWR to report that she had a leak on her water service line. However, she had already hired her own contractor to repair the leak because she could not find her account information at the time of the leak.

The Terms and Conditions of the WLPP do not cover reimbursing account holders for out of pocket expenses incurred from hiring their own contractor. However, AWR has notified Ms. **** that upon receiving a copy of her contractor’s invoicing and her proof of payment, AWR will review the invoices and as a one time courtesy will issue Ms. **** a check up to the amount she paid to repair her water line, not to exceed the applicable protection limit of the WLPP. AWR will not issue a refund to any monies paid beyond repairing the water line.

AWR strives to provide excellent customer service and we regret that Ms. **** experienced issues that caused her to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

******* ** ******
Regulatory Compliance Manager
American Water Resources
###-###-#### (office)
###-###-#### (mobile)
*******************

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ****

in respect to information...i did call the company prior to having work done...but was told that i did not have coverage..several days later after having the work done received letter stating that to continue service pay a certain amount..then i called to ask why now i all at once now have service..they stated that i did not talk to any one there and i did have service but since i paid someone else to do work i could not get refund...i thank you for clearing up any misunderstandings concerning this complaint...and have sent in information requested..hope to receive my refund soon of 1,800.00...again i thank you for your help..



















11/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our water pipes broke over the weekend leaving a family without running water. This is a health issue. After numerous phone calls we still don't have water - SIX days later. This is unacceptable. The stalling tactic and apathy of American Water Resources is typical of negligent corporate America.

Desired Settlement: Immediate repair - TODAY. Plus a full refund of two years of premium for the disgusting poor service the company has shown to us.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 24, 2013.

By way of background, Ms. **** **** is a customer of AWR’s In-Home Plumbing Emergency Protection Program ("IHPP"). On or about October 19, 2013, Ms. **** experienced a leak on an internal water supply line. AWR’s system experienced technical difficulties and an interruption in obtaining a second opinion from one of AWR’s network contractors, which caused a delay in the process of AWR’s repairing the customer’s in-home line. As a result, Ms. **** hired her own contractor to make the repair.

Upon AWR receiving the customer’s proof of payment and invoices, AWR will issue Ms. **** a refund check up to the full amount of the program limits. As a good faith gesture, in the event that Ms. ****** out of pocket costs exceed her program limits, AWR will consider additional repayment up to $300.00 due to the customer experiencing an inconvenience in having her in-home line repaired.

AWR strives to provide excellent customer service and we regret that Ms. **** experienced issues that caused her to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

******* ** ****** ********** ********** ******* ******** ***** ********* ************ ******** ************ ******** *******************

11/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased American Water Resources Water Line/Sewer Line and In-Home Insurance Policy . Their advertisement suggest Up to $5000 coverage for sewer line repair or replacement. On 5 October 2013, I had a sewer back up. Their contractor found a "belly" in the line and tree roots in the main tap but only snaked the line. I obtained a second opinion after being told by American they do not cover "bellies". The second opinion contractor found 36' belly and recommends total line replacement. I am attempting to obtain estimates for the line replacement. American is claiming the insurance will not provide the up to $5000 coverage to replace the line. I find their services deceptive and misleading.

Desired Settlement: $5000 coverage for replacement.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 17, 2013, regarding the complaint filed by Mr. ***** *******

On or about September 28, 2013, Mr* ****** contacted AWR to request service under his Sewer Line Protection Policy (SLPP). Mr* ****** reported that his sewer line was backing up through his basement floor drain. AWR dispatched one of its network contractors to investigate. AWR’s contractor determined that the clog in Mr* ******’s sewer line was caused by a belly on his sewer line. Because the SLPP covers repairs to clogged and blocked sewer lines that result from normal wear and tear, AWR advised Mr* ****** that the repair to his bellied line would not be covered under the SLPP. On or about October 13, 2013, Mr* ****** informed AWR that he hired his own contractor to repair his bellied line. Because AWR strives to provide excellent customer service, AWR advised Mr* ****** that it would consider reimbursing him for some of the expenses related to this repair if he submitted his invoices and proof of payment.

AWR regrets that Mr* ****** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ****** ********** ********** ******* ******** ***** ********* ************ ******** ************ ******** *******************

11/3/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Re: American Water Resources. How may I cancel an automatic $5 per month bank payment (to what seems to be a scam) without affecting my high Credit Rating Scores? About a year ago I contracted with American Water Resources for what I thought was an outstanding bargain - for only $5 per month they would repair any breaks in my water supply line. Now I find there is no known way to reach them; ***** Telephone, Internet, whatever. There seems to be a way through their internet site but any attempt to enter data is ignored. My monthly payment via ***** ***** Bank Statement is listed as Amer Wtr Resourc ******* **** At age 93 and 100% disability from asbestos, the ** insisted last February that I move into an apartment near a family member. So, I proceeded to sell the house at **** ******** *** *** ****** ** ***** (closing and escrow Sept 24 2013). Now that I am no longer involved with the house it is time to cancel all bills etc. The only way I seem to be able to notify this apparent scam is to have the bank stop payments. How could I have received the promised action if I could not have contacted them if needed? Do you have any suggestions? ******* ** **** *** ***** **** ** ******* *** ** *** ***** ** ***** ************ ****************

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 17, 2013, regarding the complaint filed by Mr. ******* ****

By way of background, Mr. *** stated that he sold his house and wanted to cancel his Water Line Protection Program (WLPP) but could not find the paperwork to do so. In accordance with Mr. ***’s request, AWR has cancelled his WLPP as of October 17, 2013.

AWR strives to provide excellent customer service, and we regret that Mr. *** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ****** ********** ********** ******* ******** ***** ********* ************ ******** ************ ******** *******************

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 17, 2013, regarding the complaint filed by Mr. ******* ****

By way of background, Mr. *** stated that he sold his house and wanted to cancel his Water Line Protection Program (WLPP) but could not find the paperwork to do so. In accordance with Mr. ***’s request, AWR has cancelled his WLPP as of October 17, 2013.

AWR strives to provide excellent customer service, and we regret that Mr. *** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ****** ********** ********** ******* ******** ***** ********* ************ ******** ************ ******** *******************

11/3/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 10/07/13 I called 09/23/13 I received a bill for $180.00, which is way over my average. I call American water they told me to go online and check to see if I have any leak. They told me about a toilet inspection. The representative told me I would have to contact the protection plan in order to have someone come out but when I contacted the protection plan they told me American Water have to approve for someone to come out. They told me what my coverage is, “on the inside pipes and values up to the fixtures”. They told me to make the check myself and it was left to me, it is nothing else they can do without specifics. I am not a plumber and I am now left hanging with my water bill constantly running higher and higher. Since I did not have a good feeling about this situation, very unnerving, I thought I should call again. So I called again 09/27/13, this time the representative switch me over to the protection plan, and they told me they would send someone to come and check the meter. The representative asked me a few questions and told me the type of coverage I have. The representative said, “All pipe is covered up to and including the value but not the faucet. Then the When he came out he looked at the meter and he show me how a leak can be detected. He also went over the toilet and while he was there I asked him about the leak I had in the tub. He said that is where the problem could be. What appeared to me as a small leak is now cost me a lot of money. He said what he thought it could be and I recommend I have a plumber come look at it. I am not thinking about the protection plan at the time; I just wanted the water bill to go back to normal. So when he left I call a plumber, they came right out. They determine after working on the handles the leak was coming from a valve in the wall. This visit cost me $69.00 and I still had the leak when they left. The money leak is still mounting up when I can barely afford the cost of living. When the plumbers where leaving they said my problem is a valve in the wall. They told me the system I have is old and obsolete. The current valves are now assembled with the faucet unit but mine is not. The one type of unit I have the valve is separate in the wall. They also said because of the job it was going to be very expensive. They said something about running new pipe and install the current system. I do not have the money for something like this and the valve is in the wall. I have the protection plan for situations like this. 10/07/13 I called the protection plan and they sent someone out. The representative name ****** was very bias from the beginning about this being my fault. Before she could ever have anyone come out she was saying the bill is on me. All the representatives thrived on telling me it’s all on me. The representative that came out charged me $50.00 and said the same thing as the other plumber, they never lifted a finger. I continue to have the money leaking and out of cash. This is very upsetting and I cannot get any help but this is the time I need protection. This is a plumbing nightmare that is not going away. I am asking for some help please.

Desired Settlement: The company should fix the problem and restore my home back.

Business Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 8, 2013, regarding the complaint filed by ****** ******

By way of background, ****** ******is a customer of AWR&******* In-Home Plumbing Emergency Program ("IHPP"). On October 7, 2013, ****** ************* husband called AWR to report that he thought he had a leaking shut off valve, which was causing a leak on his bathtub/shower faucet. Typically, a shut off valve is located at the point where the water supply piping connects to the faucet or other fixture. Repairs to a leaking shut off valve are covered under the IHPP. Any issue beyond that shutoff valve is not covered under the IHPP.

Based on Mr. *****&******* description of the issue, AWR proceeded to dispatch one of its independent plumbing contractors to the customer&******* residence to investigate the problem (IHPP Claim # *******.

After inspection, the contractor informed AWR that the leak was being caused by a broken shower diverter valve, the part of the fixture that diverts water from the tub faucet to the shower nozzle. Due to the location of the leak, the contractor is certain that the leak is caused from the broken shower diverter valve.

In accordance with the Terms and Conditions of the ****, AWR is responsible for the repair of the internal water supply lines up to and including the shut off valve located at each fixture or appliance. Because the shower diverter valve is part of the fixture, it is not covered by the ***** Accordingly, AWR has decided to stand by the denial of Mr. *****&******* **** Claim # *******

AWR strives to provide excellent customer service, and we regret that Mr. ***** experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

 

******* ** ****** ********** ********** ******* ******** ***** ********* ************ ******** ************ ******** *******************

10/2/2013 Problems with Product/Service
10/1/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/9/2013 Billing/Collection Issues | Complaint Details Unavailable
8/7/2013 Problems with Product/Service | Complaint Details Unavailable
7/11/2013 Guarantee/Warranty Issues
6/26/2013 Billing/Collection Issues | Complaint Details Unavailable
6/21/2013 Problems with Product/Service
5/18/2013 Billing/Collection Issues
5/17/2013 Problems with Product/Service
5/14/2013 Problems with Product/Service | Complaint Details Unavailable
5/5/2013 Problems with Product/Service
4/6/2013 Advertising/Sales Issues
4/3/2013 Problems with Product/Service
4/3/2013 Problems with Product/Service
3/27/2013 Problems with Product/Service