ComplaintsforAmerican Water Resources, LLC

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the water, sewer and indoor plumbing protection plan since 2021. I was paying 17.99 plus tax. Today my bill came and it was $33.49 per month (an 86% increase). I checked the company website and it advertises this plan for $17.50 per month. They however refused to offer me that price. How can they advertise $17.50 per month but charge me $33.49 per month. This is bad business practice and should be illegal. I simply want to pay the advertised price.

  

  Business response

  04/11/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your April 04, 2024, correspondence regarding the complaint filed by ***** ******* 
  
  Upon receiving the above referenced matter AWR reviewed Ms. ******’s account and spoke with her regarding her coverage plans, current pricing, and her cancellation request. Pricing was explained to Ms. ****** per the terms and conditions, and her request to cancel coverage was fulfilled.
  We (AWR) encourage ***** ****** to contact us with any additional questions or concerns.
  
  
  American Water Resources (“AWR”) takes all consumer complaints seriously and we regret that this issue caused ***** ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
  

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: They did not resolve my issue. 

  1.They could not provide any documentation showing that they ever  notified me of the rate change.(They didn't because if they had I would have immediately cancelled/ not renewed)

  2. They refused to honor the price that they are currently advertising on their won website.

  3. They advised me that they would be charging me for another month of coverage 4/6-5/5/24 because they didn't get back to be on 4/5 as they promised and stated that once the billing period started that they could not cancel me before the end of the period (5/5/2024)

  Ultimately they are going to do nothing to resolve this complaint because you are not going to make them.  How you can list them with a A- rating with the BBB is beyond my understanding. I read the complaints on them and you can add mine to the list, but if you still give them an A rating and don't demand they honor thier advertised pricing then nothing will ever change.  They will continue with their bad business practices with impunity.
  
  
  
  Regards,
  
  ***** ******

  

  Business response

  04/22/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your April 12, 2024, correspondence regarding the rejected response filed by ***** ******.

  Upon receiving the above-referenced matter AWR reviewed Ms. ******’s account and spoke with her regarding current pricing and the subsequent cancellation request. Ms. ****** was offered a promotional rate on 03/06/2023, due to the company’s universal pricing increase at that time and her request for a lowered rate. As the promotional rate was applied, she was advised that the rate was for one year and thereafter her account billing would reflect the rates set by the company at that time. She was sent a renewal notice which included the current pricing of coverage on 01/05/2024 via email and paper mail, which would be applied upon renewal on 03/06/2024. Upon speaking with Ms. ******, pricing and cancellation policies were explained per the terms and conditions of the program, and as she declined to explore other options, her request to cancel coverage was fulfilled.   
  We (AWR) encourage ***** ****** to contact us with any additional questions or concerns.
  
  American Water Resources (“AWR”) takes all consumer complaints seriously and we regret that this issue caused ***** ****** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

  Customer response

  04/23/2024

  
  Complaint: ********
  

  
  
  I am rejecting this response because: They did not resolve my issue. Now they are bringing up last years renewal.  Be advised that I was not told I was getting a promotional rate on 3/6/2023.  rather I was advised that the increase from $16 to $26 was an error and that in fact the increase should have been to $17.99.  Second- they can keep saying that they sent me notification of the 86 PERCENT!!! INCREASE, BUT trust me if I had an issue in 2023 when they tried to raise me from 16 to 26 don't you think I would have had a bigger issue when they tried raising me from 17.99 to almost $34??? The fact is I was not advised of the rate change until I got my bill last month or I would have cancelled before ever paying that ridiculous monthly rate. They have shown absolutely no proof that any communication was sent to me via email or postal mail because they don't have it.

  I also have to point out that they are never addressing the fact that they are advertising the plan I had at $17.50 per month at the very moment.  How can the get away with advertising one rate for the public but charging nearly twice that  (see attached)- again their response does not address that fact. 

  Finally, they advised me that they would be charging me for another month of coverage 4/6-5/5/24 because they didn't get back to be on 4/5 as they promised and stated that once the billing period started that they could not cancel me before the end of the period (5/5/2024). They have not addressed this either.

  
  Ultimately they are going to do nothing to resolve this complaint because you are not going to make them.  How you can list them with a A- rating with the BBB is beyond my understanding. I read the complaints on them and you can add mine to the list, but if you still give them an A rating and don't demand they honor their advertised pricing then nothing will ever change.  They will continue with their bad business practices with impunity. 
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date Dec 2022 I purchased sewer and water line insurance for my 4 plex. I had a sewer line issue and reached out to AMWR. The issue was resolved. There was conversation between myself and a customer rep at AMWR who reviewed my account and realized I was paying $12.49 PER UNIT and my property is a commercial property and I was not being charged the correct amount. As a matter fact ******* said I was being over charged. Since Jan 2024, my new monthly cost is ***** total for all four units and currently paying that amount on a monthly basis. I have written and spoken with a rep many times regarding the $12.49 charge per unit for **** Dec 2023. I was told from a rep named *** that the funds went to the fourplex address and she would have someone send a new check to my home address. Thats been months ago. Since then, I cannot get a return email or a phone call from AMWR. Can you help me?

  

  Business response

  04/04/2024

  American Water Resources (AWR)appreciates the opportunity to respond to your March 30, 2024, correspondence regarding the complaint filed by ***************************.

  *************************** reached out to AWR regarding his multi-unit properties, and he would like someone to reach out to him regarding the overpayment on his account. Mr.******** information was sent to AWRs multi-unit property department to reach out to him with his questions and concerns. We will continue to work with ***************** until his issue is resolved. We encourage ****************** to reach out if he has any questions or concerns.

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

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Water Resources of Texas is a home warranty program designed to provide subscribers with support in identifying local service providers and covering expenses for such service providers as listed in the contract. I contacted the business on 22 March with a front yard main water line issue of leaking water. Requested support in identifying a local service provider to come and fix the leaking problem. American Water Resources of Texas phone representative said a service provider will be provided in 1-4 hours and no longer than 24 hours. On 25 March, I contacted American Water Resources of Texas if they have identified a service provider. They said no, and were still looking. I contacted them on 26 March about a service provider, they said they are still looking. My claim number is ******* issued on 22 March 2024. The customer service phone numbers provided to me to reach American Water Resources of Texas are ***** ******** and ***** *********

  

  Business response

  04/02/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 26th, 2024, correspondence regarding the complaint filed by **** *******
  
  Upon receiving the above referenced matter, *** ****** called AWR to file a claim on March 22,2024, to report an interior plumbing issue and there was a delay in contractor allocation which caused a hindrance in the repair being completed. Since AWR was not able to locate a contractor to complete the repair, we gave *** ****** permission to hire his own plumber and submit proof of repair and payment to AWR to be reimbursed, if the reported issue is covered per our Terms and Conditions.  We have spoken to *** ****** to provide him with the latest update, and we will continue to work with him until reimbursement has been completed. We encourage *** ****** to call AWR with any further questions or concerns he may have.

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

  Customer response

  04/03/2024

  [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 been contacted by the business, and they offered me the opportunity to select a provider to inspect the condition of the issue.

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

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a serious water pressure issue at ************************************* Astoria, ** ***** with American Water Resources acc # ******* on 4/1/24. The company dispatched ******* Plumbing After visiting the site ******* confirmed there was a critical water pressure issued. They recommended the water line be replaced. AWR did not fulfill their obligation since they concluded it was a water blockage. The system (water line ) had to be replaced. A blockage cannot occur without a hole being in the pipe. My cost was $7000.00

  

  Business response

  04/02/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 16, 2024, correspondence regarding the complaint filed by *******************.
  
  ***** ******** is enrolled in AWRs Water Line, Sewer Line,and In Home Plumbing Protection Programs (WLPP/SLPP/IHPP). Mr. ******** called AWR on March 1, 2024, to report an issue with the water pressure inside of his home. AWRs agent filed an in-home plumbing claim to have a contractor investigate the issue. On March 2, 2024, after the contractor was dispatched Mr. ******** was advised to hire a licensed plumber to resolve the issue with his water pressure due to it not being covered under AWRs policy. Mr. ******** called back on March 4, 2024, to file a water line claim for the same reported issue advising the issue is with the outside water line. The agent set the expectation to Mr. ******** that the issue may not be covered but continued to set up the claim for the outside water line. A second contractor was sent for a 2nd opinion and provided the same findings. Mr. ******** has been notified of the denial and referred to his terms and conditions. We encourage Mr.******** to reach out if he has any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***** ******** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have a Water Line Protection Plan with them and it came up for renewal on the Mar 10th. They charged us $161.88 from last years amount of $84. We called got people in a foreign call center somewhere God only knows and they cannot help. They overcharged us $77.88 we keep asking for a refund to our card. We have been attempting to get in touch with a Supervisor for a week to correct this and every time you call they cant help and hang up on you. My wife Marys cell is ********** our home phone is ********** address is ************************************************************** **************************

  

  Business response

  03/20/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 13th *****, correspondence regarding the complaint filed by ***********************.  
  
  Upon receiving the above referenced matter, ************** contacted AWR on March 10th, 2024, and requested to cancel the Exterior Water Line Protection Program. Upon cancellation of said program, ************** received a prorated credit of $148.13. AWR is issuing the additional prorated credit balance of $13.75. We have spoken to ************** to provide him with the latest update, and we encourage ************** to call AWR with any further questions or concerns he may have.  
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.? Please contact me with any questions. Thank you for your time and consideration. 
  

  Customer response

  03/20/2024

  [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,
  
  ***********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/22/2022 I had cov-19 3xs in 2023. Water heater flooded basement had insure w/American water res.for $1000.I called ************** sent ****** plumbing to replace water heater.Baileybilled me $1200.00. **** has no breakdown for $1000.00 I called am. W. Res. **** claimed no record of ****.I have inv.#******* from *****************.I canceled water heater repair and replacement program after new w.h. Was installed AMERICAN WATER RES. SENT ****** TO REPLACE WATER HEATER.I NEED TO SEE IN WRITING WERE $1000.00 went.(did I pay $1200+1000=$2200)

  

  Business response

  03/26/2024

  American Water Resources (AWR)appreciates the opportunity to respond to your March 12th, 2024,correspondence regarding the complaint filed by *************************.
  
  Upon receiving the above referenced matter, ****************** called AWR to file a claim on December 22nd, 2022, to report a water heater issue and AWR dispatched a licensed contractor to the home to investigate the matter. The contractor confirmed the water heater needed to be replaced and the replacement cost exceeded ****************** coverage limit. If a repair exceeds a customers coverage limit, they are responsible for the remaining amount owed to the contractor. We have spoken to ****************** to provide him with the lates update and we encourage him to call AWR with any further questions or concerns he may have.

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American water is a fraud they add services and bill you for service you don't need or ask for.

  

  Business response

  03/15/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 11th *****, correspondence regarding the complaint filed by ***************************.
  
  Upon receiving the above referenced matter, ****************** contacted AWR on March 8th, 2024, to report an internal plumbing issue. The claim was denied because there was a past due amount owed to AWR for the Heating and Cooling Program, Hot Water Heater Repair and or Replacement Program, and the ***************** Line Protection Program. ****************** then disputed the enrollments and said he never agreed to enroll in said programs. ****************** requested to cancel all active Programs effective 3/13/2024, and upon cancellation of said programs, ****************** requested a refund of all payments made due to disputing the enrollment. There is no refund due to ****************** at this time due to AWR was able to locate several calls confirming ****************** requested to re-enroll in the above-mentioned programs and was made aware of all active programs on his account on many different occasions. We have spoken to ****************** to provide him with the latest update, and we encourage him to call AWR with any further questions or concerns he may have.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They debit $287:88 out of my checking acct without my permission on march 5 2024 last year it took 4 to 5 months to get my refund from over paying after I called about 20 times the place is a fraud its a big scam

  

  Business response

  03/21/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 11, 2024, correspondence regarding the complaint filed by *******************.
  
  Upon receiving the above reference matter (AWR) ************** was contacted regarding the feedback he provided. He was advised that plans automatically renew unless requested and arranged otherwise per the customer agreement. ************** was also advised that he will be refunded for the payment made prior to cancellation and he stated that he needed no further assistance.  
  We (AWR) encourage ******************* to contact us with any additional questions or concerns.
  
  
  (AWR) takes all consumer complaints seriously and we regret that this issue caused ******************* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been with American Water Resources for quite some time paying monthly for there service. I have a plumbing problem that needs to be fixed by a plumber. Now I am not getting any help, Ive been waiting two days since I put in the claim. I have called them twice with no resolution.

  

  Business response

  03/14/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your March 7th, 2024, correspondence regarding the complaint filed by ***************************. 
   
  Upon receiving the above referenced matter, ******************** called AWR to file a claim on March 4th,2024, to report an internal plumbing issue and there was a hindrance in contractor allocation which caused a hinderance in the repair being completed on behalf of AWR. AWR was then able to locate a contractor and the repair date was scheduled for March 12th, 2024. We attempted to reach ******************** to confirm if the repair had been completed, we were unable to reach him to confirm with him. ******************** called on March 12th, 2024, and requested to cancel all active programs with AWR. We AWR encourage ******************** to call AWR with any further questions or concerns he may have. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i have had insurance with this company for well over 3 years. plumbing, electrical, sewer line heating and water heater. i called because the furnance went out they sent someone out . the company said the furnance could not be fixed and needed replaced. i called the *** and they said since it could not be fixed they would replace it, i call the guy at ******* and he came out we called again and they told him yes they would replace it and pay for it we were on speaker phone. when the job was complete i paid and sent in all the paper work now they wont honor their word as to that they would pay for it. so last week i called and cancelled the heating insurance but opted to keep the other insurnance. yesterday i called for a plumbing issue they said i did not have any coverage. i told them that i did and i ended up having to redo all my insurance and now i have to wait another 30 days for it to kick in. 1.)they should have paid since they said they would and 2.) they should have reinstated my insurance and got the plumber since I DID NOT CANCEL THAT!

  

  Business response

  03/13/2024

  ********************** (PHS)appreciates the opportunity to respond to your March 6, 2024, correspondence regarding the complaint filed by ***************************.
  
  Upon receiving the above-mentioned complaint PHS spoke to **************** (customer) on March ******, she was enrolled back into all warranty plans. A service call was created for **************** for her plumbing issue. The provider was dispatched to her home repair has been completed. PHS encourages **************** to contact us with any additional questions or concerns.
  
  
  PHS takes all consumer complaints seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩