Complaints

This profile includes complaints for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Water Resources, LLC has 16 locations, listed below.

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• 

  American Water Resources, LLC

  1000 Bishops Gate Blvd Ste 301 Mount Laurel, NJ 08054-4642

  
• 

  American Water Resources

  809 Banjo Dr Crawfordsville, IN 47933

• 

  American Water Resources Inc.

  On File With BBB Lexington, KY 40511

• 

  American Water Resources

  9393 W 110th St Overland Park, KS 66210

• 

  American Water Resources of Arkansas

  609 SW 8th St STE 600 Bentonville, AR 72712

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Resources has been charging me 2-3 times per year for 1 annual fee since 2022. I did not realize I was being overcharged until recently because I used auto pay. I just recently noticed the charges on my credit card statements. I enrolled in June of 2021, so my renewal was supposed to be in June every year. I have credit card statements to prove that they have been overcharging me, but they deny that they took the money after I spoke with many representatives by chat and phone, and I would like a refund. I asked them to remove me from auto pay and they still charged me again after that. I had to cancel my credit card and get a new one to prevent them from charging me again. One representative told me that there were 2 accounts in my name that I was paying for. The 2nd account she said was in the name of the previous homeowner, but I was being charged for the company's mistake. The list of charges are listed below:6/23/2022: $118.68 (valid charge)12/29/2022: $118.68 (Requesting Refund)3/10/2023: $197.88 (Requesting Refund)7/7/2023 $118.68 (Valid Charge)12/29/2023: $179.88 (Requesting Refund)3/4/2024: $275.88 (Requesting Refund)6/23/2024 $179.88 (Valid Charge)12/28/2024: $179.88 (Disputed with my credit card company, resolved in my favor)3/5/2025: $335.88 ****************** refunded annual fee by American Water Resources)I am requesting a total refund of $775.32. This does not include the amount that was already refunded to me by American Water Resources and my credit card company. I will submit my credit card statements dating back to 2022 and my contract as proof of my enrollment date to American Water Resources if needed. The file size is too large for me to add it to my complaint on BBB's website.

  

  Business Response

  Date: 07/18/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your July 8, 2025, correspondence regarding the complaint filed by ****** ******. 
  

  Following a thorough review, AWR contacted Ms. ****** on July 15, 2025, regarding her request for a refund of multiple charges related to her warranty coverage dating back to 2022. During our conversation, I confirmed that a duplicate account had been created for one of her ************* a result, we will be issuing a full refund for the payments made on the duplicate account, and refunding the last payment made to the main property in full.
  

  I will provide Ms. ****** with an update once the refund checks have been processed and issued.
  

  We encourage Ms. ****** to reach out with any further 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.

  Customer Answer

  Date: 07/20/2025

  [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

  Date:07/03/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am ******* M. ******, I am filing a complaint against American Water Resources. My mother and I called to cancel her pipe protection plan on 6/5/25. She had received a bill from them and paid them ***** for a yearly service plan. She then received another bill from Home Serve for a pipe protection plan. I asked her about the problem and she said she already paid them and we called them and they have the same phone number and address as American Water Resources. They explained that they were a different company than Home Serve but couldn't explain how they both had the same phone number and address. We eventually were able to cancel her contract with American Water Resources and they said they'd send her a full refund. She got a card in the mail from them explaining that the contract was cancelled but not given the refund. We called American Water Resources back today and they said that on the day the contract was cancelled that someone signed back up for it on the same day. I explained to them that my mother couldn't have done it as she has no computer and I didn't do it either. The person said that they would go ahead and cancel it again but asked if he could get her a lower cost and I explained no she was keeping Home Serve. I don't believe they will refund her her ***** and we will be going through this again. I believe that when she and I cancelled the contract on 6/5/25 that they signed her right back up online, they already had all of her information anyway. My mother just wants her money back.

  

  Business Response

  Date: 07/11/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your July 7, 2025, correspondence regarding the complaint filed by ***** ******. 

  Following a review of the matter, AWR contacted Ms. ****** on July 7, 2025, regarding her request for a refund of payments made toward warranty coverage that has since been cancelled. I confirmed that the programs had been terminated and submitted a request to issue a check for the remaining credit balance on the account.
  I will provide Ms. ****** with an update once the reimbursement check has been issued.

  We encourage Ms. ****** to reach out with any further 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.

  Customer Answer

  Date: 07/15/2025

  [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

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2025, my father, **** ****** called to report an issues with our water heater not working. The call was made at approximately 4:15 PM. He was informed by the representative that someone would contact him within 2 to 4 hours to schedule a time to come out and service the issue. He did not receive a call and after four hours of waiting reached back out to American water who said a servicer tried contacting several times but there was no answer. My father had his phone readily available and not a single call came through. Around approximately 9 PM we had then noticed that our sewer was backed up as well and this became an emergency. I am a co-owner of the home and made a call to American water myself. We pay for the extra protection plans that cover these issues specifically the sewer protection plan and water heater repair and replacement plan. The representative had assured me someone would be at the house by 7 AM June 28th 2025, to fix the issue. Today, June 28th, 2025 no one called or arrived and when my father called American water, they had claimed there was no such scheduled service. I had then reached out to American water to follow up and was told we will have to continue to wait as the dispatch team is going to locate a servicer but would call us back once one was found. It has been since 10AM that I made this call this morning and we have yet to hear anything back and are experiencing an emergency situation. My father is elderly requires these things to be functional along with myself, husband, and minor child. Each time I call American water I feel like Im getting a different story and the runaround and at this point have no confirmation the issue will be resolved.

  

  Business Response

  Date: 07/10/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your June 30, 2025, correspondence regarding the complaint filed by **** ****** (********** ****).  
  
  Upon receiving the above reference AWR contacted **** ****** regarding his complaint and confirmed with the customer that his ********************** heater is functioning correctly, hot water is available in the home, and the sewer line is operating properly. The customer also has access to the facilities within his residence. No further action is required. 
  
  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 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

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Resources has yet to pay a claim since I have had their service. I have an outstanding bill of 700 dollars from a furnace repair from November of 2024 and they refused to pay for my air conditioner bill in May of 2025. They kept saying they couldn't get anyone to service my house and said they would send me a check of 700 and I can keep the difference. Its been over a month, no check. I paid a 50 dollar service fee for nothing. I want every ***** reimbursed for this faulty warranty service. How do they keep getting away with this?

  

  Business Response

  Date: 07/10/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your June 30, 2025, correspondence regarding the complaint filed by ****** ******.
  
  Upon receiving the above referenced matter AWR received confirmation from Mr. ****** ****** that he received the proactive reimbursement check that was offered to him for the requested repairs. Mr. ****** was also contacted regarding his online access concerns which are actively being addressed by **** web support team. Further follow-up will be provided to Mr. ****** once the requested items are completed.  
  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 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

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning,I simply would like them to STOP sending me solicitations. Some are marked Second Notice. And they are chronic. I have called the Pennsylvania American Water Company several times to ask them to contact this American Water Resources to stop sending me all information about their services. I have friends and neighbors who have used them and when they have an issue, this company does not help them. I do not want to have anything to do with them. Please stop the mailings.

  

  Business Response

  Date: 06/28/2025

  American Water Resources (“AWR”) appreciates the
  opportunity to respond to your June 27, 2025, correspondence regarding the
  complaint filed by Christopher E Rosser.
  

  We acknowledge receipt of the request regarding Mr. Rosser.
  In response, AWR has processed the removal of Mr. Rosser from our marketing
  mailing list. Please note that this update may take one to two billing cycles
  to be fully reflected in our system.
  

  Should Mr. Rosser have any further questions or require
  additional assistance, we encourage him to contact our customer service team
  directly.
  
  (AWR) takes all consumer complaints seriously and
  we regret that this issue caused Christopher E. Rosser 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 Answer

  Date: 06/28/2025

  [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 23530078, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Christopher E Rosser

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So we purchased the American Water Resource protection on 4/8/2025 and the plan start at 5/7/2025. And our main water line broke and we filed a claim on 6/23/2025 for a repair. The plumber came to our house and file a proposal for *** to approve it. It had been 3 days already and every time I call they told me they send expedite request to back office but no update for 3 days.Couple representative told me the issue will be fix in ***** hours, and then I called again today 6/26/2025, a lady answer the phone and start telling me that it can take 1-3 weeks, then 2-4 weeks to get the approval. So I politely ask if I can fix the problem first and submit for reimbursement, since there is no way for me to live in house without water for 2-4 weeks. She put me on hold and later come back say no they can't reimburse after proposal send to back office. so she recommend me to move to hotel during that time, so I ask if they will reimburse the hotel fees, she put me on hold and after a while she come back say yes they will cover the hotel, but only if the proposal not denied, I was like sure and ask her what's the hotel reimburse limit and up to how many days? then she put me on hold for over half hour now and not answer my questions.

  

  Business Response

  Date: 07/03/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your June 27th, 2025, correspondence regarding the complaint filed by ******************************** receipt of the referenced matter, AWR contacted ******** on June 30th regarding his water line claim. During the initial assessment, the attending technicians reported that the residence appeared to be vacant, which would render the repair ineligible for coverage under the terms and conditions of the service agreement.

  Mr. *****, however, clarified that the home was not vacant,although the water service remained shut off. After reviewing the circumstances with our claims department, it was determined that the repair would be covered.

  Accordingly, we dispatched the service provider to the property on July 1st. The repair was successfully completed, and water service was restored to the residence.
  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 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.

  Customer Answer

  Date: 07/07/2025

  [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.

   

  Thanks for the quick resolution from American Water Resource.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent an email on 5/26 to cancel all of my accounts, the company responded but was unable to help without calling in. When I called in to cancel on 6/1 they said they cant cancel my accounts until the multiple accounts department reviews the request. They said there is no one in this department I can actually speak to its just an email they send. Fast forward *********************************************************** she said they are still waiting for someone to review the file. I can't cancel them on their website. It is ridiculous the effort it takes to cancel the services that I no longer need.

  

  Business Response

  Date: 07/03/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your June 28, 2025, correspondence regarding the complaint filed by ********** *******. 
  
  American Water Resources (AWR) has made several attempts to ********** ******* and were unsuccessful to reach her at the telephone number we have listed on file for her account. We (***) 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 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

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid American Water Resources, P.O. ************************ 60197-9813 on 5/27/25 for Sewer Line Insurance $108 through my online billing. They cashed the check but never gave me the coverage I paid for. I called the company and they gave me a run around but would not give me a refund or an explanation as to why I had no coverage. I asked to speak to a manager and they put me on hold forever. I feel they are ripping off customers. I want my money back. I do not think this is right. They made no attempt to assist me, even though I already have water line coverage with them. I paid for that also and they act like I have no account.

  Customer Answer

  Date: 07/01/2025

  [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 23519902, and find that this resolution is satisfactory to me.

   

  From: [email protected] <[email protected]>
  Sent: Sunday, June 29, 2025 1:52 PM
  To: [email protected]
  Subject: Message from BBB.org

   

  Complaint #7781546947BDB You can close this complaint. I contacted my bank and even though it looks like the business cashed my check, the bank investigated further and they discovered the check had not been cashed and they are going to refund me the money. So it is not the business fault. The bank feels the check may have been lost in the mail. Thank you.

  Sent from Amy Rick ([email protected])

  
  
  
  
  
  
  
  Regards,
  
  
  
  Amy Rick

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel with this company for months and every time I call I am told they will cancel it but they don't. I have asked them to stop harassing me. Today, 6-24-25, I got another letter telling me that they will automatically ne-new it and will be charged $108.00. I called and they said that the account is still active. Again, I requested that it be cancelled. The person tried to convince me about not cancelling. I finally had to hang up and I have not found a resolution for this.

  

  Business Response

  Date: 07/03/2025

  American Water Resource (AWR)appreciates the opportunity to respond to your June 25, 2025, correspondence regarding the complaint filed by ***** *******.
  
  American Water Resource (AWR) has made several attempts to ***** ******* and were unsuccessful to reach her at the telephone number we have listed on file for her account. We cancelled the account as requested by the customer. We (AWR) encourage ***** ******* to contact us with any additional questions or concerns.
  
  American Water Resource (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

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Resource to my knowledge was ********* based nonprofit organization designed to help with the 2022 flood that Detroit Michigan experience. This company does not even serve the state of ******** and i had no clue they were an insurance company. The *** back then told me to call **** for assistance because they did not have any money at the time to assist us. He told me to go online and complete an application so I did. I had no knowledge that i was tricked into paying for flood insurance when Michigan has their own everything related to damage with sewer lines, flooding etc. Just recently i saw this statement on June *******. That is when i discovered that i was paying ****** since 2022.I believe this company saw and opportunity and took advantage of me. Also these notifications were in spam. As stated i had no knowledge of these payments.

  

  Business Response

  Date: 07/02/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your June 26, 2025, correspondence regarding the complaint filed by ****** *******. 
  

  Upon review of the matter, AWR contacted Ms. ******* on June 27, 2025, to discuss her enrollment in the Water Line and Sewer Line Protection Program. After reviewing the account and the recorded enrollment call, it was confirmed that the customer had received one of our marketing letters and subsequently contacted us to enroll in the program.
  

  During the call, we provided detailed information regarding the program benefits and associated costs. Ms. ******* agreed to the enrollment and supplied her payment information for billing purposes. The Terms and Conditions of the coverage were mailed to her following the enrollment.Additionally, annual renewal notices were sent prior to each renewal period.
  

  All charges on the account are valid. However, Ms. ******* stated that she did not recall enrolling in the program and requested cancellation. I confirmed that the coverage has been cancelled, and the customer acknowledged and understood this resolution.
  

  We have encouraged Ms. ******* to reach out with any further 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.