American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your April 6, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in AWR’s In-Home Plumbing Plus Program (IHPPP) effective April 25, 2015.  She contacted AWR on June 26, 2015 to...

report a clogged tub as well as other claims.  AWR dispatched a contractor to investigate the claims and discovered a leak in the tub’s drain line.  In order to repair the leak, the contractor required access to the pipe, which was internally located in the ceiling.  Pursuant to IHPPP’s terms and conditions, AWR will not repair any openings made in walls, ceilings or surfaces inside a customer’s home for AWR’s independent contractor to access a supply or drainage system.  Therefore, Ms. [redacted] was advised to hire a private contractor to cut and repair the ceiling.  Ms. [redacted] hired a contractor to open the ceiling, and AWR completed the repair to the leaking pipe and unclogged the tub on June 30, 2015. On July 20, 2015, Ms. [redacted] contacted AWR to report her sink was clogged.  AWR dispatched a contractor to investigate the claim and determined that in order to unclog the sink, the drain must be snaked; however, Ms. [redacted] did not want the drain snaked.  As a result, the contractor could not repair the clogged sink. On March 26, 2016, Ms. [redacted]’s IHPPP was cancelled due to a payment failure. Ms. [redacted] contacted AWR on April 5, 2016 requesting that AWR remove the clog in the drain line and pay for damages to her ceiling.  AWR advised the customer that we were not responsible for the damaged ceiling and that we could not perform any repairs to her drain line because she is not enrolled in IHPPP. AWR has reviewed Ms. [redacted]’s claim and we determined that a refund will not be issued and her claim remains denied. AWR takes all consumer concerns seriously and we regret 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 March 9, 2018 correspondence regarding the complaint filed by [redacted]   [redacted] is enrolled in the Sewer Line Protection Program (SLPP). She contacted AWR on February 19, 2018 to set up a claim because the...

toilets and showers in the home were not draining properly. The representative established a SLPP claim and [redacted] paid the required $50 service fee. In accordance with the SLPP Terms and Conditions, the customer must pay the service fee when AWR dispatches an independent contractor to investigate or repair the reported issue. The dispatched contractor was unable to remove the cap from the sewer line access. As a result, the contractor suggested that the access needed to be repaired or replaced, which is not covered under the SLPP. The contractor offered to repair the area at the customer’s cost, but [redacted] declined.   [redacted] then contacted AWR and advised she hired her own contractor and requested a refund of the $50 service fee. Although the customer must pay a service fee to dispatch a contractor, as a customer courtesy AWR will refund the $50.00 service fee paid by [redacted].   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.

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 2016 correspondence regarding the complaint filed by [redacted].Ms. [redacted] contacted AWR on June 3, 2016 to report a sewer line back-up. On June 4, 2016, AWR’s independent contractor snaked the customer’s sewer line...

and cleared the blockage. On June 5, 2016, Ms. [redacted] informed our contractor that she was still experiencing a backup. AWR re-dispatched a contractor to investigate the customer’s claim and he reported there was not a back-up or an indication of a clog or blockage in the sewer line. On June 6, 2016, Ms. [redacted] confirmed that she was no longer experiencing a back-up. AWR’s contractor cleared Ms. [redacted]’s sewer line, but he did not recommend a camera inspection. Ms. [redacted]’s sewer line was camera inspected during a prior claim in April 2015. However, the contractor did not report impending issues or recommend additional repairs. If Ms. [redacted] experiences a back-up in the future, we encourage her to contact AWR. AWR takes all consumer concerns seriously and we regret 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.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution  That AWR promises to provide service to me in the future and I will not denied service when I called AWR claims Dept. who are also aware of AWR cimmitment to service my account is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
it is untrue that I did not want the drain snaked.   the agents of njaw co refused to snake the drain or any other because they broke the pipe by using an electric snake instead of a manual snake.   
this is unacceptable as I now have to live with a huge hole in my ceiling and cannot afford to have it repaired.   I want this complaint left for other customers to see that njaw co does not stand by their agents that represent their company so any one else thinking of purchasing the plan will think twice and hire elsewhere.   this is a terrible way to do business.  when a company contracts another company to do work for them they should stand by the work they do good, bad or indifferent.   it sickens me to think they have no business integrity and that they are the only game in town for delivery of my water.   they aren't even willing to refund me the amount I paid up front for the yearly contract I purchased from for the plumbing service.it's disgusting!
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your July 25, 2017 correspondence regarding the complaint filed by [redacted] is enrolled in AWR’s Sewer Line Protection Plan (SLPP).  The SLPP provides repairs to clogs or blockages to the customer’s sewer...

line.[redacted] contacted AWR on July 16, 2017 to report a backup of her sewer line into her basement. AWR dispatched a contractor to remove any blockages from the sewer line causing the backup.  The initial contractor dispatched advised AWR an area of the sewer line needed a repair. Due to a scheduling issue with the initial contractor we sent an alternate contractor to [redacted]’s home. The alternate contractor has completed the repair to [redacted]’s sewer line.   AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office.  We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns. Please contact me with any questions.  Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your August 11, 2015 correspondence regarding the complaint filed by [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program. On August 5, 2015, [redacted] called AWR to report a water line...

leak. Her claim was initially denied due to information provided by our contractor describing that the customer’s water line was not up to code. Nevertheless, AWR re-evaluated [redacted]’s claim and dispatched a contractor to repair her water line. The repairs were completed on August 14, 2015 and [redacted]’s water service was restored. [redacted] was satisfied with the repair. AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is 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:They are absolutely wrong statements. I Can't accept their wrong statements. They are completely wrong and their independent contractor confirmed me about work. They marked all the points needs to be repaired, recently I heard lot of other AWR customers also complaining their service. This is 100% cheating insurance company.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 17, 2015 correspondence regarding the rejection filed by [redacted] As we explained previously, AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor, after conducting a thorough investigation, advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. [redacted] effective date. As a result, we do not believe it is necessary to snake or camera the line. Since conditions occurring prior to the effective date and back pitched lines are not covered under the program, Mr. [redacted] claim remains denied. 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. Should you have any questions, please contact me. Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:While they continue to maintain that they resolved the issue, they did not.   I forwarded them receipts for the work that I had to get done immediately after they left me with a badly repaired piece of landscaping pipe, cut several times and shortened, they did not get back to me.  
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 11, 2016 correspondence regarding the rejection filed by [redacted]. While we disagree with Mr. [redacted] assertions in his recent rejection, AWR is reviewing Mr. [redacted] claim for further consideration.  We will work directly with Mr. [redacted] in an attempt to amicably resolve this matter.  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.

Complaint: [redacted]
I am rejecting this response because:  I was told more than a week ago I would receive a refund within 3 days.  I have not received any refund.  Moreover, this business repeatedly does this to customers like me and hopes it does not get caught because they automatically charge your credit card.  This business should be on a watch list.Regards,[redacted]
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your November 12, 2015 correspondence regarding the complaint filed by [redacted]Jessica H[redacted] was a customer of AWR’s Water Line Protection Program (WLPP). On August 17, 2015, [redacted] contacted AWR and reported a leaking...

water line. AWR dispatched a contractor to investigate the issue, and he found that [redacted] had a Polybutylene water line. Pursuant to the Program Terms and Conditions, AWR does not cover Polybutylene pipe. As a result, [redacted]’s claim was denied, and we will refund the full amount [redacted] paid for the WLPP.AWR takes all consumer concerns seriously and we apologize that this issue caused [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 March 30, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR on March 29, 2016 to cancel her program enrollment.  Per her request, we cancelled her enrollment and will issue her...

a full refund via mail. AWR appreciates the concerns expressed regarding our marketing materials.  We send notices, like the one Ms. [redacted] received, to residents of municipalities throughout the country, including Omaha, Nebraska, to inform them of their water service line maintenance responsibilities.  Many homeowners are unaware that typical homeowners’ insurance policies do not cover water line repairs.  Homeowners are often surprised to learn these facts only when faced with the cost associated with the necessary repairs.  Our marketing materials are not created with the intention of confusing or deceiving consumers.  AWR’s goal is to notify homeowners of their responsibilities and to inform them that there are protection programs available that can protect them from unexpected repair cost associated with repairs to their water line. AWR takes all consumer concerns seriously and we regret 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 March 13, 2017 correspondence regarding the complaint filed by [redacted] was enrolled in AWR’s Water Line Protection Program (WLPP), Sewer Line Protection Program (SLPP) and In-Home Plumbing...

Program (IHPP).  As requested, AWR has cancelled [redacted]’ enrollment in all three programs effective January 31, 2017.  AWR reviewed its records and determined that it inadvertently applied a $16.99 monthly charge on February 28, 2017 to the customer’s checking account.  No other charges to the customer’s checking account were made by AWR to the customer’s checking account after January 31, 2017.  AWR will apply a $16.99 refund to the customer’s checking account within the next 10-14 days.  We apologize for any inconvenience this may have caused [redacted].   AWR takes all consumer concerns seriously and we regret that this issue caused [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.

[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.]
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 me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it is neither correct nor complete.  The reason for the complaint is that AWR variously advised that a check was mailed on Oct 2, 5, and now 9, 2015 but was never received.  When I contacted them to follow-up, I was given various reasons why a new check could not be issued promptly, mostly having to do with referring the matter to "Great Plains" or the "head office" and checking to see if the alleged original check had been cashed --neither of which should take more than a day, but did, requiring me to call back again and again.  When I contacted the credit card company to dispute the original charge, I was advised it was too late.  Not wanting to let the matter drag on any longer, I contacted Revdex.com.  I am grateful for your assistance because it apparently prompted AWR to act. This week I received a check in the mail.  The matter is now resolved, thanks to Revdex.com.  I remain concerned about AWR, however, considering that it is selling consumers what is either insurance or a financial derivative but is entirely unregulated. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 12, 2016 correspondence regarding the rejection filed by [redacted]. Ms. [redacted] enrolled in the Water Line and Sewer Line Protection Programs and elected to pay her program fees annually using a credit card.  Her Programs were scheduled to renew in November 2015, however the annual payment charged to her credit card failed. On, November 23, 2015, AWR sent a letter to Ms. [redacted] advising that we needed updated credit card information or another valid form of payment to renew her Programs and provided an additional 30 days to respond.  AWR did not receive a response from Ms. [redacted] and as a result her Programs expired.  After her Programs expired, AWR also sent Ms. [redacted] promotional mailers confirming that she was no longer protected by our Programs along with options for her to re-enroll in the Programs. Ms. [redacted] contacted AWR on March 30, 2016 to set up a claim.  At that time, the claims representative reviewed Ms. [redacted]’ account status with her and denied her claim because she was no longer enrolled in the Programs.  The representative explained that Ms. [redacted] may re-enroll in the Programs, but the effective date of her Programs will be 30 days after she re-enrolls.  Additionally, she must provide proof that the issue she called about in March 2016 was repaired.  Ms. [redacted]’ claim remains denied. AWR takes all consumer concerns seriously.  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 December 17, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program (EIPP).  He contacted AWR on November 30, 2016 to report a leaking...

showerhead and shower valve.  An AWR claims representative informed Mr. [redacted] that repairing showerheads or shower valves is not covered under the EIPP.  As a result, his claim was denied.  On December 13, 2016, Mr. [redacted] independently called AWR’s contractor and scheduled an appointment for the contractor to install an owner provided [redacted] shower valve cartridge in his basement shower. Mr. [redacted] cancelled the appointment he scheduled with the contractor on the same day because he was planning to try to fix the issue himself.  However, he called the contractor again on December 13 and said he was not able to fix the shower and scheduled another time for the contractor to return to his home to repair the shower valve.    Also on December 13, 2016, Mr. [redacted] called AWR to set up a claim for a leaking supply line serving the shower in his basement.  AWR later dispatched an independent contractor to investigate Mr. [redacted]’s claim; the contractor dispatched by AWR was the same contractor Mr. [redacted] contacted separately on the same day.  The contractor visited Mr. [redacted]’s home on December 14, 2016 to address the claim he reported to AWR on December 13, 2016 at which time the customer tried to cancel the visit with the contractor.  Ultimately, Mr. [redacted] allowed the contractor to investigate the supply line problem he reported to AWR and the contractor determined that the leak was not on the supply line.  The contractor determined that the issue was a leaking shower valve within the shower area, which is the same problem he reported to AWR on November 30, 2016 and privately contacted the contractor about on December 13, 2016. Mr. [redacted] was informed by AWR on November 30 and December 14, 2016 that repairing his shower valve is not covered under the EIPP.  As a result, Mr. [redacted]’s EIPP claim remains denied.   Moreover, the contractor reported that the leak was contained within the shower area and that the surrounding area was not damaged.  Since the claim was denied and responded to in a timely manner, AWR will not pay Mr. [redacted] the amount he is requesting. 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.

Complaint: [redacted]
I am rejecting this response because it implies that I have not been cooperating or following through, which is absolutely not the case. AmWater 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 AmWater. And that's what I did. I finally got the itemized bill from the plumbing contractor yesterday. Yesterday 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 bill. In 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]