Business Profile
Water and Sewer Line Protection
American Water Resources, LLCHeadquarters
Reviews
This profile includes reviews for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 527 Customer Reviews
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Review fromTaylor C
Date: 12/07/2022
1 starIf I could give zero stars I would. Ive been given the run around a hung up on three times by the *** customer service representatives. Ive been calling about a billing issue and they do not want to take accountability. I received a letter on 11/14/2022 stating that their water meter at my residence stopped reading water usage on 2/9/2022 and they fixed it on 10/12/2022. They sent a bill with ESTIMATED usage between those dates totaling $241.88 that they want now. During this time my account has been set up in auto pay and I was billed every month, I have the statements. It is not my responsibility to ensure that *** equipment is functioning properly, and I was being billed monthly, so I was unaware there was an issue, again not my responsibility. I am not going to pay for ESTIMATED water usage, they do not and can not tell me exactly what my usage was, because the meter wasnt tracking it. Im not going to pay what *** think that o used. Thats the equivalent of renting a vehicle that you pay by the mileage but the odometer is broken so they say Well this is how many miles we THINK you drove. I have even called their corporate headquarters in ** and left a message for the executive team. BIG SURPRISE, no response. I hate that I have no option but to use your service. I am already working with my lawyer to bring this issue to court.
American Water Resources, LLC
Date: 12/08/2022
Hi ******. To speak with American Water regarding your meter, please call **************. ThanksReview fromGloria G.
Date: 11/30/2022
2 starsI filed a claim on 11/21/22 for the water line, a contractor came out, did an assessment and submitted a proposal 3 times. I have called daily and the only response I get is "It's been escalated, that's all we can do" I have not had water for 9 days and counting........American Water Resources, LLC
Date: 12/05/2022
Hi. I've shared your review and contact information with our account specialist team. Someone will be reaching out shortly. Thank you.American Water Resources, LLC
Date: 12/12/2022
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromPam K
Date: 11/29/2022
1 starOn Nov 6, 2022 we discovered we had a leak in our main water line with water also dripping into our basement.AWR opened a claim & contacted a plumbing company who promptly came out, investigated & submitted a proposal. Today is Nov 28th & our leak has been fixed by a company we chose & paid for with our own money.Despite contacting AWR & being run around in circles I felt we had waited long enough. I reiterated to AWR our leak was active & they truly had no concern. Not only was our water bill multiplying by the minute we had a small pond in our front yard, a giant soggy mess in our ************ had to purchase a meter key so we could turn the water off & on to the house.I don't appreciated being jerked around by customer service reps who evidently have been taught to talk in circles & give non-answers.Horrible customer service. I will be canceling my contract because frankly what good is this company if they won't do what they claim?American Water Resources, LLC
Date: 11/30/2022
** ***. For assistance, please visit ** online at https://************** and click the 'Live Chat' tab to chat with a customer service representative during standard business hours. Thank you.Review fromTammy H
Date: 11/28/2022
1 starOpen a policy and cancelled the following day and added a rider to my homeowners insurance.Have repeatedly tried to cancel this policy for three days and it still shows active. Now they have charged my credit card. When you contact them they make excuses and never cancel the policy. Horrible customer service do not use this company!!!!!!!American Water Resources, LLC
Date: 11/29/2022
Hi *****. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/22/2022
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromSion S
Date: 11/28/2022
1 starAWR does NOT honor their contract. I have paid for insurance for over 3 years. I did a claim a year ago and they didn't fix it. So I hired and paid for a company to repair it. I made a new claim 6 months ago and they said again that they will not fix the problem because of the original clan 6 months prior. But for the last year they are still taking my money monthly. Why would they do that if they wont repair it.I am extremely unhappy and they are very unprofessional. I have requested for a manager to call me over *********************************************************************************** the meantime there is no Hot water for over 6 months.American Water Resources, LLC
Date: 11/29/2022
Hi ****. I've shared your review and feedback with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/12/2022
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromTerrence T.
Date: 11/25/2022
1 starOn American Water Resources website they claim that the BBB gave them a A+ rating. How is this possible? After we were scammed by this company I decided to look at the BBB website. It was full of customers describing a how they were also duped. We started paying $7.99/month in July 2022 for their water heater repair & replacement program. Our water heater broke on Sunday November 6,2022. We contacted American Water Resources that day. They made all kinds of excuses why they needed more time to put our case in the que. we called, did a chat. Many of our contacts with them were never acknowledged. They kept repeating that there was no other # to call. On 11/9 We were promised that our case would be expedited. They charged us a $50 service fee but they provided no service. Finally after a week of not getting anywhere & no hot water we got our own plumber to do the job. So then we called again to cancel the program. Of course they went ahead & charged us $7.99 again this month & when we complained again we were on the phone again for 43 ************** said we would a letter in about 30 days. We are NOT going to hold our breath waiting. Im going to contact anyone I can think of to get this company eliminated. Please tell me if you do indeed give them an A+ rating or if that is just one more lie on their website!American Water Resources, LLC
Date: 11/27/2022
Hi ********. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/22/2022
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromLorena H
Date: 11/19/2022
1 starThey sent my grandmother a notice to update her payment or her policy will be cancelled. It was a scam, she never serviced with them and I created an online acct for her to confirm there was no service at her location. So if they are scamming for customers, I wouldn't trust them for service in the first place.American Water Resources, LLC
Date: 11/21/2022
Hi ******. For assistance, you can reach out to us via chat on our website at https://************** during standard business hours. You can also email us at ************************************************* as well. Thank you.Review fromBarbara J
Date: 11/18/2022
1 starI had the outside electrical wiring contract. I needed the box repaired, there was a hole in the bottom, Before calling I read the contract. I called and used the chat data with live customer service. After reading it and pointing it out to the customer service rep. I was told an electrician would contact me. The Electrical repair company that AWR supplied came and told me I needed the electrical wires from the house to where the electrical supplier connects. After a week I went online to discovered AWR cancelled the original order. I called back and got a horrible customer service rep. ** was totally unprofessional and arrogant he had me on hold for over 30 minutes. After all of the problems they sent a different company than the first. The last company did a great job and I am totally please. I feel I shouldn't have to fight for something they are supposed to fix.American Water Resources, LLC
Date: 11/20/2022
Hi *******. For assistance, please send an email to ************************************************* or you can chat with a customer service representative on our website during standard business hours at https://**************. Thank you.Review fromC. K.
Date: 11/13/2022
1 starAWR seems to do everything in its power to not service a claim. We are covered for plumbing. We had a leak from the first floor to the basement so I called AWR. I was on hold for over an hour. At that point, I opened up a chat. I reached someone so hung up on the call.This was the first of three chats. The agent asked me several questions - some of which I had difficulty answering because they are diagnostic in nature and I am not a plumber. She denied my claim.The second chat went a little better. I made it through the gauntlet of questions and she agreed to send someone out. I waited an hour and hadn't heard from someone so I started a new chat.The third chat started with having to answer the same **** questions that I had already answered in the previous two chats. The agent said that the previous chat had been cut off and so I had to start all over. The agent also said that she could see that my claim had already been denied. I explained that I couldn't be sure that my answers were correct but that I was doing my best and I think I had a legitimate claim. Apparently, I answered all the questions "correctly" this time (there are many ways they get out of covering a leak!). The agent then dispatched a plumber FINALLY and warned me that we would get stuck with the bill if it wasn't a covered claim.Well, our leak WAS a legitimate claim - but it took three hours of wasted time that day, as well as the frustration of navigating many barriers set up to block me from getting my claim approved and a plumber sent. Many people would have simply given up....and I'm sure that is what AWR is going for.I really ended this experience feeling that AWR is a very shady operation. They are happy to take your money and then do everything possible to not provide the coverage. They also expect everyday homeowners to assess the nature of leaks to such a detailed extent that that in and of itself is a major barrier. I do not recommend AWR to anyone!American Water Resources, LLC
Date: 11/13/2022
Hi ******. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/22/2022
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.C. K.
Date: 12/22/2022
I have not been contacted yet. However, I am currently overseas so the only way to reach me until January 6th is via email.Review fromSTANLEY W
Date: 11/11/2022
5 starsI had a clog at the end of my driveway and the response was incredibly responsive and effective. Submitted the claim online and within 12 hours I was contacted by the plumbing contractor. They accommodated my desired appointment time, arrived promptly and ******* was knowledgeable and professional. Totally pleased with American Water Resources and I will be a customer for life. Thank you, thank you, thank you!American Water Resources, LLC
Date: 11/12/2022
Thank you for the feedback, *******! And thank you for being a loyal AWR customer.
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