American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, correspondence regarding the complaint filed by [redacted] AWR has received and reviewed documentation from Ms [redacted] explaining the charges she paid for repair on her drain line Ms [redacted] has accepted AWR’s offer to resolve the issueAWR takes all consumer concerns seriously and we apologize that this issue caused Ms [redacted] 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

American Water Resources (AWR) appreciates the opportunity to respond to your November 20, correspondence regarding the complaint filed by [redacted] [redacted] are customers of the Water Line Protection Program (WLPP) offered by AWRThey experienced a water line leak, which was repaired by AWR’s contractor on October 29, During the repair one section of the public sidewalk was disturbedThe contractor will complete the sidewalk restoration on or about December 6, We apologize for any inconvenience the customer may have experienced as a result of the delay in restoring the sidewalk.AWR takes all consumer concerns seriously and we apologize that this issue caused [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, correspondence regarding the complaint filed by [redacted] [redacted] is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency ProgramOn April 16, 2015, Mr [redacted] contacted AWR regarding a drain line leak He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from wear and tearAs a result, Mr [redacted] claim was deniedOn September 23, 2015, Mr [redacted] called AWR to report a sewer line leakAgain, Mr [redacted] confirmed that he was not experiencing a backup Mr [redacted] claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer lineUpon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customerOur customer service team is available if the customer has questions or would like clarification regarding the Program Terms and ConditionsIf Mrand Mrs [redacted] want to cancel their program, they may call our Customer Service Department at ###-###-####AWR takes all consumer concerns seriously and we regret that this issue caused The [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your July 8, correspondence regarding the complaint filed by [redacted] ***Mr [redacted] contacted AWR reporting a water line leakMr [redacted] accepted AWR’s resolution to settle the issueA check was sent via overnight mail on July 13, We apologize for the delay.AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your May 25, correspondence regarding the rejection filed by [redacted] ***We re-reviewed Mr***’s Claim file Mr***’s claim was denied in accordance with the Program Terms and Conditions which state that AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction When the independent contractor arrived at Mr***’s property, he noted that the home was vacant and he was informed by the contractors working in the home that the property was being renovated Therefore, Mr***’s claim remains denied

American Water Resources (AWR) appreciates the opportunity to respond to your June 15, correspondence regarding the rejection filed by [redacted] ***.Mr [redacted] contacted AWR to sa claim reporting a sewer line back-upAWR dispatched a contractor to investigate the problemThe contractor determined that there was an issue with Mr***’s sewer line and that a repair was necessaryHowever, AWR is not obligated to make the repairs under the Sewer Line Protection Program (SLPP)The Program excludes making repairs to service lines at properties that are unoccupied due to renovationOur contractor explained that the home was vacant and undergoing renovation, which was confirmed by the General Contractor onsite during his investigationAttached is the contractor’s statementTherefore, AWR will not repair Mr***’s sewer line under the SLPP

American Water Resources (AWR) appreciates the opportunity to respond to your October 19, correspondence regarding the complaint filed by [redacted] ***[redacted] is enrolled in AWR’s Sewer Line Protection ProgramOn August 26, 2015, MrD [redacted] contacted AWR to report a back-upAWR’s contractor determined that the sewer line required a repairOnce the repair is complete, we require the contractor to submit an invoice for the repair to AWR, not the customer, and we pay the contractor directlyUnfortunately, the contractor misunderstood the process and asked the customer to pay them for the repairsThe customer was repaid for the covered items listed on the invoice providedWe apologize for any inconvenience this may have caused the customer.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your July 13, correspondence regarding the complaint filed by [redacted] Ms [redacted] was enrolled in the Sewer Service Line Protection Program (SLPP)She contacted AWR on February 7, to set up a claim for a backed up sewer lineAWR dispatched a contractor to the property on February 9, and the contractor cleared the line of the blockage that was causing the back upOn March 9, 2015, the same contractor revisited Ms [redacted] ’s property and again cleared the lineThe contractor also conducted a video of the line and advised AWR that there was a back pitch in the line, which was communicated to the customerMs [redacted] requested a second opinion regarding the back pitch, and we dispatched a second contractor to the propertyThe second contractor visited the property on or about March 12, and cleared the lineThe contractor also videoed the line and confirmed in May that line was back pitchedUnder the SLPP’s terms and conditions, AWR will not repair anything caused by any third parties such as back pitchesWe advised Ms [redacted] that her claim was denied because the sewer line was back pitched and we informed her that the SLPP would be cancelled since we are unable to provide her service in accordance with SLPP’s terms and conditionsWe inadvertently did not cancel Ms [redacted] ’s SLPP until after she contacted us in July 2016; therefore, the customer will receive a refund representing her SLPP payments from June through July AWR takes all consumer concerns seriously and we regret that this issue caused Ms [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

Complaint: [redacted] I am rejecting this response because: The piping line in the house was to be inspected because no one knew what the problem wasI called and they first charged my credit card six times to recover some charges they contended they needed then a inspection was to be called to a contractorThis was never done resulting in the water damageWhen I called back after a long time of waiting their response the damage was done and I had to start the whole process over again because they said they missed the "notes"The AWR has never addressed their lack of sending a contractor after the first call so I am not happy with the responseIn fact their response relates to another unrelated call to them which they did tell me a shower head was not coveredThat had no bearing on the later issueAs I was transferred three times the AWR representatives contend that the "notes" are hard to read and they apologized but after an hour of talking they sent no oneI can not be happy with lack of service that resulted in water damage Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, correspondence regarding the rejection filed by [redacted] ***.AWR dispatched a plumbing contractor to investigate Mr***’s problemThe contractor did not advise AWR that additional repairs were necessary under the Sewer Service Line Protection ProgramHe recommended to Mr [redacted] that he replace his existing P-trap with a double-vented trap, which is not covered under the ProgramIf the contractor thought that the odor described by Mr [redacted] was indicative of a problem, he would have pursued his investigation of the issueAWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

[ Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meIn fact I would like to add that the manner in which this issue was resolve was highly professionalAll my contacts with the company were handle in a fair process with immediate follow upI would highly recommend this companyRegards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 29, correspondence regarding the complaint filed by [redacted] Mr [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program He contacted AWR on March 24, to report a drain line clog An AWR claims representative assessed Mr [redacted] ’s concerns, and based on Mr [redacted] ’s description, it was believed that the clog was an internal line issue Internal drain line repairs are not covered under AWR’s Water Line and Sewer Line Protection Program As a result Mr [redacted] ’s claim was denied AWR is reviewing Mr [redacted] ’s claim and we have advised him to submit an invoice and proof of repair for re-evaluation We are waiting to receive the information from Mr [redacted] AWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] 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

Complaint: [redacted] I am rejecting this response because: I have a special offer paper from them and this was the reason I called to sign up for their offerI am not able to attached it at this time because I am not at my home computer, if I you give me a fax number I fax the the offer which clearly shows their offer was $for both water and sewer protectionWhy would I agree to pay $when the offer they sent me was $Because they offered me their triple protection package with a $discount if I acted "Right Now' I know I am 100% correct and I ask to hear the recording when the we called in and they so called said these things stated above Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: When AWR's contractor came to my residences there was no water in the sewer trapAWR's contractor had me run all the sinks and continuously flush all the toilets for more than a half hourAfter a half hour, the water started to slowly rising out of the sewer trap clean out plugIt rose about half way up in the sewer pitThe contractor went to his van and brought his snake into the house to clean the lineThen a second individual came and the two of them had a private discussionAfter the discussion with second individual, the contractor took his snake and left my homeHe told me to call AWR.If there is a severe backup pitch as they claim, it would not take over a half hour for the water to come out of the clean up plugThe contractor sat and watched the water running through the sewer line for a half hourHow could he claim that the pitch was the problem if he did not use a snake nor a camera in the sewer line to the roadUnder usage since June 6, I did not see any water in the pit From this I come to the conclusion the contractor wanted to make money off of me by using AWR to claim these repair are neededUnder the service contract, I would like AWR to have someone come back to my house, snake the line and prove that there is a pitch as they claimI applied on May 06, for the protection programI was given effective date of June 6, on May 20, They took one month to give me an effective dateI called on the day I had coverageI am a new owner of this property and not aware of any prior issues before June 6, Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your September 12, correspondence regarding the complaint filed by [redacted] Mr [redacted] is enrolled in AWR’s Water Line Protection program Mr [redacted] attempted to contact AWR regarding notifications of non-payment that were mistakenly sent to him after he paid the annual fee for his programAn AWR representative called Mr [redacted] on September 12, and September 15, to inform the customer that his payment was received and has been applied to his account During both attempts to contact Mr [redacted] , the AWR representative left messages advising the customer his account had been updated and to return our call in order to discuss further If Mr [redacted] has any future concerns, he can contact [redacted] at ###-###-#### We apologize for any inconvenience the customer may have experienced AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] 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

American Water Resources (AWR) appreciates the opportunity to respond to your February 12, correspondence regarding the complaint filed by [redacted] Mr [redacted] was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Insurance Policy and paid his premiums through his water utility billOn October 5, 2015, AWR mailed Mr [redacted] a letter notifying him of a past due balance The notice advised Mr [redacted] to contact AWR by November 4, to avoid cancellation of his policy for nonpayment of policy premiums Mr [redacted] did not contact AWR prior to November 4, 2015, and as a result, his policy was cancelled in accordance with the cancellation provisions stated in the policy AWR mailed a letter to Mr [redacted] dated November 6, confirming the cancellation of his policyPursuant to the policy terms and conditions, when a customer pays via the water bill, payments are first applied to water utility charges and lastly to the policy premium At the time of cancellation, there was an outstanding balance of $ As a result, there is no refund amount due to the customer AWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] 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

Complaint: [redacted] I am rejecting this response because it implies that I have not been cooperating or following through, which is absolutely not the caseAmWater says here that they attempted to contact me "several times." I am very easy to reach, and I answered the phone the first time Am Water called - I spoke at length to a representative named [redacted] ***I told her that as soon as I got the itemized bill from the contractor I hired to fix my bathroom leaks, I would pass it on to AmWaterAnd that's what I didI finally got the itemized bill from the plumbing contractor yesterdayYesterday evening I emailed the plumbing bill to [redacted] ***, I also emailed her scans of my credit card statement proving that I already paid the plumbing billIn short, I have done everything I could to resolve this I'm surprised that I haven't yet received confirmation from Am Water that they received the documents I sent yesterday Regards, [redacted]

[redacted] Resources (AWR) appreciates the opportunity to respond to your March 22, correspondence regarding the complaint filed by [redacted] was enrolled in AWR’s Water Line and Sewer Line Protection Program (Program) He called AWR and elected to cancel his Program enrollment on June 21, Due to technical issues involving our billing system, [redacted] cancellation request was not processed in a timely manner As a result, he was inadvertently charged for program fees after he requested cancellationOn March 22, 2018, [redacted] called AWR to inquire on the Program charges reflected on his water utility statement A customer service representative canceled [redacted] Program enrollment the same day but mistakenly did not backdate the cancelation to the original request date of June 21, As a result, [redacted] initially received a partial refund in the amount of $ An additional credit in the amount of $359.41, reflecting the remainder of fees charged after June 21, 2016, has been applied to [redacted] water utility account The credit will be reflected on [redacted] next water utility statement AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your officeWe 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 questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, correspondence regarding the complaint filed by [redacted] Ms [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program On December 22, 2015, she initially contacted AWR to report a drain leak in her bathroom sink AWR dispatched a contractor to investigate the claim and based on the initial investigation of the contractor, AWR denied the claim However, AWR later determined Ms [redacted] ’s leak required repair and intended to dispatch a contractor to her home to make the repairs When AWR attempted to make arrangements to send a contractor to her property to perform the repairs, Ms [redacted] advised AWR that she already hired her own plumber to make the repairs Since January 26, 2016, AWR has attempted to contact Ms [redacted] several times to discuss reimbursement for the repairs AWR is waiting to hear back from Ms [redacted] in order to discuss reimbursementAWR takes all consumer concerns seriously and we apologize that this issue caused Ms [redacted] 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

Complaint: [redacted] I am rejecting this response because: I want to hear the recorded phone callThey said they have it and this is what they are basing their decision on, let me hear itMy documents show I purchased more than the Water & Sewer Protection PlanThe In Home Protection Plan was offered and purchased during that phone call Returning $doesn't correct the wrongIf they are willing to honor the $now but say they could not during the phone call, make no since to meThis act is dishonestAnd it's clear they are trying to get out of fixing the problem I haveI purchased the triple protection plan $149.88, if you're not willing to honor this triple protection plan I paid $for, then give me all my money backOtherwise this company is DISHONEST and looking out for #(themselves)I've read several complaints regarding this company and now my complaint is just another added to the MANY complaints onlineTo make me happy either honor the triple plan for $which is what you were paid forOn Jan30, I was told there was only a $difference between what I paid and the current triple plan packageHonor this and have a satisfied customer or give me all my money back and I will look else where for protection plans Regards, [redacted]