American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your December 2, 2015 correspondence regarding the complaint filed by [redacted].Mr. [redacted] is a customer of AWR’s Sewer Service Line Protection Program. On November 30, 2015, Mr. [redacted] called to report a sewer backup and a bad...

odor. The AWR claims representative dispatched a contractor to investigate the problem. The contractor found that Mr. [redacted]’s sewer line was not showing any indication of a blockage. The contractor advised that repairs were not necessary, because Mr. [redacted]’s sewer line was working properly. If Mr. [redacted] experiences a backup in the future, we encourage him to contact AWR. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your August 1, 2016 correspondence regarding the complaint filed by Mr. [redacted].Mr. [redacted] was enrolled in the Water Line, Sewer Line and In-Home Plumbing Emergency Programs offered by AWR. The monthly program fee for the...

Water Line and Sewer Line Protection Program is $10.99 and the monthly program fee for the In-Home Plumbing Emergency Program is $4.99. Mr. [redacted]’ regularly scheduled program fees were charged on the 30th day of each month. We implemented a new billing system, and as a result, we did not charge the program fees for the month of June. Instead, we charged the June program fees in the amounts of $10.99 and $4.99 on July 27, 2016 and we charged Mr. [redacted]’ account $10.99 on July 30, 2016, which is his regularly scheduled program fee for the Water Line and Sewer Line Protection Program. Per Mr. [redacted]’ request, his programs have been cancelled and he will receive a refund in the amount of $26.97, which is the sum of the program fees charged to his account in July 2016.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.

[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:I don't think I will ever accept AWR's response after all the stress and agravation they have caused me, AWR has made an attempt to make part of this situation whole, but from the very start of my dealings with AWR to the last contact we had was nothing but total frustation, I hopeI never have to deal with them again.This is not how a service company is suppose to operate
Regards,
[redacted]

[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:
A couple days ago, I received a letter and a form that I am to sign and return to Am Water. They say that, after they receive that signed form from me, I will receive a check from them (within about 3 weeks) to reimburse me for having to hire my own plumber after they originally refused to repair my leaks under the Line Protection Plus program. My computer was not working for a couple days, but it's now fixed and I plan on printing, signing, scanning, and emailing that document back to them today. It looks like things are getting resolved, but I won't withdraw my complaint until I receive the check. Thanks,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your August 4, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR on May 23, 2016 to enroll in the Water Line Protection Program (WLPP).  On June 9, 2016, he contacted AWR to...

cancel his enrollment in the WLPP after being advised by AWR that the claim he was reporting was not covered under the WLPP.  AWR agreed to refund his total annual Program fee.  However, Mr. [redacted] refund has been delayed by problems associated with AWR’s transition to a new computer system.  We apologize for any inconvenience this may have caused Mr. [redacted].  A refund check is being mailed overnight to the customer on August 12, 2016 for delivery on August 13, 2016.   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:This response provided is the same exact verbatim response that was previously provided.  I provided additional supporting documentation of charges debited from my account by this company and there is still some inconsistences with their calculations and software system.  What happened to the payments that were debited out of my account after the three payments were satisfied on July13, 2016? If the payments were satisfied why did AWR constantly debit my account for various amounts that they are still doing as of today on a closed account.   What is rather odd, as of this morning 11/1/2016 AWR is still trying to debit money from my account for services that have been cancelled since August 2016 please see below.  Please feel free to contact me at [redacted] or via email at [redacted]  Your assistance is greatly appreciated.  Thanking you in advance. [redacted] [redacted]    [redacted]    
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your July 25, 2016 correspondence regarding the complaint filed by [redacted].Mr. [redacted] submitted an enrollment form and a check to enroll in the Water Line Protection Program offered by AWR. The enrollment form returned by...

Mr. [redacted] had the name Helen [redacted] preprinted on it. Therefore, the account was established using the preprinted name. We sent the customer a confirmation letter to verify the account details. The account was updated with Mr. [redacted]’s name and contact information after he notified AWR that a correction was necessary. We apologize for not sending an updated confirmation letter to the customer. Mr. [redacted] requested to cancel his program enrollment and we sent him a full refund of his annual program fee in the amount of $65.88.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.

[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, though a higher refund amount was agreed and credited to my account.
It is a shame that the resolution required multiple calls, the involvement of the Revdex.com, and the PUC in order to resolve the issue.I raised the issue with the PUC and the Revdex.com after multiple calls resulted in different refund amounts getting lower with each call and my account still being charged for a service that was cancelled.My advice to anyone using or thinking of using [redacted] Resources' services? Read what exactly they will cover, what they will not cover, and maybe have a lawyer read it over first.  The scope of what they cover for the amount they charge is very narrow. There are a lot of little words that can let them out of covering your problem. Also, check with your homeowners insurance to see if they already cover you, or offer coverage that might be at a lower rate.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 18, 2017 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Sewer Line Protection Program (SLPP).  He initially contacted AWR on February 22, 2017 to report...

a sewer line back up.  AWR dispatched an independent contractor to Mr. [redacted]’s property.  The contractor cleared the sewer line and then performed a video of the line.  The video revealed a belly in the line.  We advised Mr. [redacted] that his claim was denied because of the belly in his sewer line.  Subsequent visits to the property and inspection of the sewer line confirmed a belly in the line.  As we explained to Mr. [redacted] and members of his family, repairs to bellied sewer lines are not covered under the Program’s terms and conditions.  Specifically, under Section 7, AWR will not pay for “anything caused by improper design or installation of Your Sewer Line (e.g. bellied lines, back-pitched lines)”. Therefore, we cannot take responsibility for this claim and the customer’s claim remains denied.   The customer is responsible for the repairs to his bellied sewer line.  Mr. [redacted] must provide AWR with proof of repair and proof of payment in order to continue his SLPP enrollment.  Upon receipt of the required documentation, AWR will provide further service, if necessary.  Mr. [redacted] may submit his documentation to [redacted].  We also advised the customer that, under Section 12 of the Program’s terms and conditions, repairs made by a private contractor are not covered.  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 December 30, 2015 correspondence regarding the rejection filed by [redacted].As we explained in our previous responses, AWR sent a contractor to Mr. [redacted]’s home to investigate the issues he reported and the contractor advised that no repairs, covered under the Sewer Line Protection Program, were necessary. We stand by our decision to close Mr. [redacted]’s claim after receiving our contractor’s investigation summary.  Mr. [redacted]’s request for further investigation remains denied.Please contact me with any questions. Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:Regardless of the claims and denial thereof AWR failed to provide prompt and accurate service that resulted in damages. There was two phone calls in December that lasted an hour in which AWR stated they would send assistance and did not. One phone call my credit card was charged six times in which AWR was more concerned about charging my card than providing me service and even after they said they would send a contractor to assess my repair and did not. It took three calls total to get a contractor to come in and assess the repair but by that time the damage from the water was done. Regardless of the denial of claim their lack of providing me a prompt answer resulted in further damage.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 26, 2015 correspondence regarding the complaint filed by [redacted].[redacted] was enrolled in AWR’s Sewer Line Protection Program. On September 24, 2015, [redacted] contacted AWR and explained that everything in...

his home was draining slowly. The AWR claims representative reviewed the program terms and conditions with [redacted] and assigned a contractor to handle his claim. [redacted] confirmed with the contractor that he was not experiencing slow draining pipes or a backup, which are indicative of a clogged sewer line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged sewer line resulting from normal wear and tear. As a result, [redacted]’s claim was denied.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.

American Water Resources (AWR) appreciates the opportunity to respond to your February 25, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] enrolled in AWR’s residential Water Line and Sewer Line Protection Program by completing an enrollment form online. Ms. [redacted]...

contacted AWR on September 14, 2015 informing us that she inadvertently enrolled in the residential program instead of the commercial program.  The AWR customer service representative cancelled her enrollment in the residential program and issued a refund for the annual amount Ms. [redacted] paid when she enrolled.  The refund check was sent to Ms. [redacted] on October 9, 2015.  Ms. [redacted] contacted AWR on February 22, 2016 to advise that she never received the refund check.  We confirmed that the refund check was not cashed and reissued another check which was sent to the customer on February 26, 2016.  We apologize for any inconvenience this issue may have caused the customer.  AWR 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.

[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]

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is a customer of AWR’s Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer...

owned sewer lines. Please be advised that the SLPP is not an insurance contract. Ms. [redacted] contacted AWR on June 5, 2015 reporting a backup. AWR dispatched a contractor to assess the issue. When the contractor arrived later the same day, he found that Ms. [redacted] had already hired her own contractor who cleared her sewer line. The issue was resolved; as a result, no additional repairs were required. After speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problem. AWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer line. He did not advise AWR that Ms. [redacted]’s sewer line required replacement. Ms. [redacted] prefers to have her sewer line replaced. Therefore, the customer requested that the amount allotted for the recommended repair be paid to her instead, so she may offset the costs she will incur to replace her sewer 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 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.

American Water Resources (AWR) appreciates the opportunity to respond to your April 11, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR on August 28, 2015 to report a water line leak.  AWR immediately dispatched a contractor to investigate the...

problem.  Multiple factors contributed to the delay in completing the repair including applying for permits and obtaining utility mark-outs.  The repair was completed on September 8, 2015.  While AWR does not typically reimburse customer’s for water loss, as a customer courtesy, we offered to repay a portion of Mr. [redacted]’s water bill for the time AWR’s contractor required to find and repair the leak. His water bill will be credited accordingly.  Mr. [redacted] is satisfied with the resolution. 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 March 23, 2016 correspondence regarding the complaint filed by [redacted].AWR dispatched a contractor to Ms. [redacted]’s home to repair a water line leak. The contractor determined that repairing the line would resolve...

the leak and a full line replacement was unnecessary. The leak was repaired on September 22, 2015. While we maintain that the problem was repaired in accordance with the Program Terms and Conditions, as a good faith gesture, AWR will reconsider Ms. [redacted]’s request. We tried contacting the customer, but we have not received a response. Ms. [redacted] may forward her detailed invoice and proof of payment to Elizabeth W via fax ([redacted]) or e-mail ([redacted]).AWR 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: AWR HAS MADE AN OFFER,AND WHEN THIS OFFER IS FINALIZED, THEN I WILL HAVE A DIFFERENT OPINION , BUT UNTILL I RECIEVE MY COMPENSATION ,I INTEND TO STAY THE COURSE.AND REJECT THE RESPONSE
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your January 13, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] was a customer of AWR’s In-Home Plumbing Emergency Program (IHPP).  On November 11, 2015, Mr. [redacted] contacted AWR and...

reported a back-up on the drain line for his washer.  Mr. [redacted] was not enrolled in the IHPP at that time and as a result, his request for service was denied.  Mr. [redacted] enrolled in the IHPP on December 11, 2015. During his enrollment call, Mr. [redacted] was informed of the 30-day waiting period and that any condition occurring prior to the effective date is not covered under the program.  Mr. [redacted] contacted AWR on January 11, 2015 to report the drain line for his washer was clogged.  Pursuant to the IHPP Terms and Conditions, AWR will repair clogs or blockages to the drainage system if they occurred on or after the effective date.  Mr. [redacted] was asked to submit proof of repair verifying that the issue he experienced on November 11, 2015 was fixed and that the problem he called about on January 11, 2016 was separate from the one he originally reported.  To date, we have not received documentation from Mr. [redacted].  His claim was denied in accordance with the Program Terms and Conditions.  Mr. [redacted] cancelled his enrollment and AWR is providing him with a full refund for the IHPP. 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.