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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 lowered the rating for American Water Resources, LLC include:

  • 109 complaint(s) filed against business

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

  • Length of time business has been operating
  • Response to 109 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

109 complaints closed with BBB in last 3 years | 73 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 21
Billing/Collection Issues 20
Delivery Issues 3
Guarantee/Warranty Issues 4
Problems with Product/Service 61
Total Closed Complaints 109

Additional Information

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BBB file opened: December 16, 2004 Business started: 09/01/2000 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 Pipe Line Companies Water Companies - Utility

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 American Water Resources of Arizona American Water Resources of Arkansas American Water Resources of Colorado American Water Resources of Delaware 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 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, 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, Vermont, Virginia, Washington, D.C.,  West Virginia and Wyoming. 
The business is accredited by the  BBB everywhere they do business. 


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Complaint Detail(s)

1/23/2015 Advertising/Sales Issues
1/18/2015 Problems with Product/Service
1/9/2015 Billing/Collection Issues
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
1/3/2015 Advertising/Sales Issues
1/3/2015 Billing/Collection Issues
12/24/2014 Problems with Product/Service
12/24/2014 Problems with Product/Service
12/19/2014 Problems with Product/Service
12/19/2014 Problems with Product/Service
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
11/5/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
10/10/2014 Billing/Collection Issues
9/8/2014 Problems with Product/Service
8/20/2014 Problems with Product/Service
8/20/2014 Advertising/Sales Issues
8/20/2014 Advertising/Sales Issues
8/20/2014 Billing/Collection Issues
8/13/2014 Advertising/Sales Issues
8/13/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service | Complaint Details Unavailable
7/23/2014 Guarantee/Warranty Issues
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
7/17/2014 Problems with Product/Service
6/29/2014 Billing/Collection Issues
6/26/2014 Advertising/Sales Issues | Read Complaint Details
X

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

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
6/6/2014 Problems with Product/Service | Read Complaint Details
X

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

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 | Read Complaint Details
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Additional Notes

Complaint: We had a water line protection plan with American Water Resources. On February 28th, we were told by the water company that we had water leak off the water main and it was our responsibility, but since we had the water line protection, we wouldn't have to pay anything. I called American Water Resources that day and started the claim. The water from the leak was running on the road and causing a lot of ice build up on the road, which we live on a pretty busy road. The contractor that was selected had to come out a couple times before submitting the estimate, which took a week or two. After three weeks I finally received a call from American Water Resources saying the estimate from the contractor was over $9000, and there would be an overage of $1500 that I would be responsible for. Since I had not heard of the contractor before I was worried about the estimate and the work, but the claims rep told me they had used them before and that other companies would be higher. She also told me that the cost to get another bid would be added to the overage, which she estimated to about $400. I called them the next day and approved the overage and to go with the current contractor. I received a call from the contractor that I was scheduled for one week out. That day came and went without a call or them showing up. I asked American Water Resources to get another bid, but I was denied. I had also learned that the contractor had not done this kind of work before and they did not have the people or the equipment for it. I received another call from the contractor and was put in their schedule for another week, which was moved up a couple days because the city had called them. The contractor cancelled that appointment as well saying there was too much rain. The city had to step in at that point and have a different contractor do the work since it had been over a month. The other contractor came the next day and did the work in one day and charged $3000 less.

Desired Settlement: I would like American Water Resources to not use the contractor ****** ******** for any kind of outdoor work. I think they owe me and the City of ********* an apology for not handling the situation in a timely manner and causing people to be in danger as well. American Water Resources should pay the City of ********* for the full amount of the service. I would also like to receive complimentary water and sewer protection for at least a year to make up for the hassle and stress they put me through.

Business Response: American Water Resources (AWR) appreciates the opportunity to respond to your May 7, 2014 inquiry regarding the complaint filed by Jason Best.

Mr. **** called AWR on March 1, 2014 and stated that he was experiencing a leak on the main water service line of his residence between the curb and his house. AWR dispatched a local independent contractor to investigate the issue. AWR received a proposal from the contractor which included an overage cost for the customer. The customer agreed to the overage, and the contractor and Mr. **** agreed to have the repairs completed on April 3, 2014. Continuous adverse weather conditions contributed to the delay in completing the water line replacement. The city inspector intervened and facilitated the completion of the repair using an alternative independent contractor. The alternative contractor agreed that the local weather conditions created a dangerous work environment, but he completed the job despite the risk. While the repair costs exceed the program limit, AWR agreed to pay the full amount of the replacement at no cost to Mr. **** or the city of **********

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.

5/9/2014 Advertising/Sales Issues
5/6/2014 Advertising/Sales Issues | Read Complaint Details
X

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
4/23/2014 Problems with Product/Service
4/15/2014 Advertising/Sales Issues
4/12/2014 Problems with Product/Service
4/8/2014 Problems with Product/Service
3/31/2014 Problems with Product/Service | Read Complaint Details
X

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
3/31/2014 Problems with Product/Service
3/31/2014 Advertising/Sales Issues
3/28/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/9/2014 Problems with Product/Service
3/1/2014 Guarantee/Warranty Issues
3/1/2014 Problems with Product/Service
2/26/2014 Delivery Issues
2/26/2014 Problems with Product/Service
2/20/2014 Problems with Product/Service
2/11/2014 Billing/Collection Issues
2/9/2014 Problems with Product/Service
2/9/2014 Problems with Product/Service | Complaint Details Unavailable
1/26/2014 Problems with Product/Service | Read Complaint Details
X

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
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
12/15/2013 Advertising/Sales Issues
12/10/2013 Billing/Collection Issues
11/27/2013 Billing/Collection Issues
11/23/2013 Problems with Product/Service | Read Complaint Details
X

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
X

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
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
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
1/29/2013 Problems with Product/Service
1/29/2013 Problems with Product/Service
1/27/2013 Problems with Product/Service
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12/8/2012 Problems with Product/Service
10/27/2012 Problems with Product/Service
9/29/2012 Problems with Product/Service
7/19/2012 Problems with Product/Service
4/30/2012 Billing/Collection Issues
4/19/2012 Billing/Collection Issues
4/18/2012 Problems with Product/Service
4/16/2012 Billing/Collection Issues
2/29/2012 Guarantee/Warranty Issues