American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your September 21, 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 August 25, to report a sewer line back-up AWR dispatched a contractor who determined that Mr [redacted] line had a blockage The contractor snaked, jetted and put a camera in the line The contractor advised AWR that the video revealed roots in the sewer line as well as a back pitched line AWR dispatched a contractor to re-jet the customer’s line and remove the roots on September 26, Pursuant to the Program’s Terms and Conditions, AWR will not repair anything caused by a third party A back pitched line typically results from the improper installation of the sewer line by a third party We advised Mr [redacted] that back pitched lines are not covered under the Program and it is the customer’s responsibility to repair the back pitch in his sewer line His 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 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: A couple days ago, I received a letter and a form that I am to sign and return to Am WaterThey say that, after they receive that signed form from me, I will receive a check from them (within about weeks) to reimburse me for having to hire my own plumber after they originally refused to repair my leaks under the Line Protection Plus programMy 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 todayIt looks like things are getting resolved, but I won't withdraw my complaint until I receive the checkThanks, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 5, correspondence regarding the complaint filed by [redacted] Ms [redacted] contacted AWR on April 4, to report a supply line leak Due to technical difficulties, we were unable to promptly dispatch a contractor to fix her leakAs a result, Ms [redacted] privately hired a contractor to complete the necessary repair Ms [redacted] submitted the required documentation verifying the repair was completed Given the extreme circumstances, AWR agreed to repay the customer for her out of pocket expenses We regret any inconvenience Ms [redacted] may have experiencedAWR 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 April 18, 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, 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.gbellied 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 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 February 5, correspondence regarding the complaint filed by [redacted] While reviewing Mr [redacted] ’s claim, AWR reviewed the phone recording of the enrollment call from May 8, The AWR representative informed Mr [redacted] of all the programs offered by AWR Mr [redacted] clearly stated that he wanted to enroll in the Water Line and Sewer Line Protection Program The representative confirmed the programs selected by Mr [redacted] along with the annual cost of $ The representative also reviewed the Terms and Conditions, and Mr [redacted] stated that he understood the representative’s explanation During the call, the representative also explained the benefits of AWR’s In-Home Plumbing Emergency Program and the additional cost of $monthly Mr [redacted] stated that he wanted to enroll solely in the Water Line and Sewer Line Protection Program and the representative completed the enrollment according to the customer’s direction Mr [redacted] is not enrolled in the In-Home Plumbing Emergency ProgramOn May 15, 2015, AWR sent Mr [redacted] a confirmation of enrollment letter detailing the effective date, Program fee, and Terms and Conditions Mr [redacted] was advised to contact our customer service department if he had any questions about his enrollment or did not agree with the information provided in the confirmation letter Mr [redacted] did not contact AWR after receiving his confirmation packetAs a customer courtesy, AWR will refund the difference between the annual program fee presented to Mr [redacted] via mail and the program fee confirmed by the customer service representative during the enrollment call Upon renewal, however, Mr [redacted] ’s annual program cost will be $for the Water Line and Sewer Line Protection Program 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 March 31, correspondence regarding the rejection filed by [redacted] Mr [redacted] contacted AWR and elected to enroll in the Water Line (WLPP) and Sewer Line Protection Program (SLPP) We were unable to attach the phone recording of the enrollment call from May 8, to the response A copy of the phone recording has been forwarded to the Revdex.com As we previously explained, we agreed to honor the introductory price offered in the advertisement sent to Mr [redacted] , and we sent him a refund check for the difference between the offer and the Program fee charged at enrollment Mr [redacted] is not enrolled in the In-Home Plumbing Emergency Program, and as a result, we cannot establish a claim for his current in-home plumbing issue 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: there is not one part of AWRs response that satisfies any reasonings why it took weeks/days to do an EMERGENCY water line breakLets look at the facts the actual facts2-24-The contractor shows up and yes it was raining , but the first thing the contractor says to me is that they have to hire a leak locating company to locate the leak , this is AWRs policy and it was a requirement , He also stated that he could hear the water running and there was a major leak ,with a large amount of constant water lossThe fact that it was raining had no impact on what was to be done this day, the contractor himself told me he was here to look the job over only, and to verify that there was a leakeverything he wanted to do this day he could do even though it was raining The leak locating company did not show up for aproximatly daysI called AWR and stated there was no movement on my repair and I was concerned about the water loss and the cost of my next water bill, there exact answer to me was not to worry about the water bill because the water company would make deductions ,for the water loss and I would only have to pay a small portion.Major question here, at this point AWR and the Contractor know they have to get a permit , why did the not apply at this time why did they wait for more weeks after the contractor's original visit to apply for a permit , This is a prime example of why this EMERGENCY water repair took weeks.AWRs next statement that" the contractor had to determine how the water line would be repaired"REALLY ,a major plumbing contractor has to determine how he is going to fix a broken water lineYou seem to be trying to state that it took a couple days to DETERMINE how to fix a broken water line , they knew how they were going to fix the water line before they even got here.You cut out the broken piece and install a new section of line at the breakAWRs next statement that they had to apply for the permits and utility markoutsThe contractor actually sent the permit application into township via the united states post office mail, they actually call it snail mail for a reason , This permit could have been hand delivered to the township and if the Township was told it was an emergency water line break , the township would have given an approval to start the repair immediately, its done all the time .This EMERGENCY water line repair was not handled as an emergency , it was handled like there were amature's doing the job, with no urgency neededThe next statement says you had to apply for utility mark outs, this is a simple procedure ,it so simple its called "ONE CALL"you make one call and you are guaranteed that within hours the utilitys will be marked out, this is not a time consuming process and should not hold up the repairThe day the contractors showed up they told me they were waiting for the markouts, so once again there was no preparation such as scheduling this and calling it in a couple days in advance.OK ,this final statement makes no sense at all ,AWR states that "however obtaining utility markout's and permit approval from the township was further delayed ,due to the township office closing and adverse weather conditionsMAN what a crock ,I received a call fron the contractor that they had been notified by township that the permits were ready and the contractor was going to send a check for the permits once again VIA UNITED STATES POST OFFICE, this is how I found out that they applied for the permits this same slow way,I went ballistic and insisted that the drive over and get the permits that dayI was loosing so much water that it ended up costing me about $to $dollars a day , for every day the water line was not repaired ,I pleaded with the contractor ,and AWR to no avail, the contractor did not care about my wants ,I was not the customer ,AWR does not have a clue how to handle EMERGENCY water line repairsThis whole affair has been one debacle after another and once again Im here at the computer writing another letter trying to get a resolution to something tha should never have been this way, this is a disgraceThis is no way to do businessIam not going to stop until this situation is resolved to my satisfaction, IAM WILLING TO TAKE THIS ISSUE TO ARBITRATION , IVE REQUESTED ARBITRATION TO TIMES AND NOTHING HAPPENS ,I AM PREPARED TO TAKE THIS MATTER TO SMALL CLAIMS COURT ,BUT AWR WILL NOT RELEASE THE NAMES TO BE IDENTIFIED IN THE CASEI WILL NOT ALLOW THIS TO STOP TILL JUSTICE IS DONE [redacted] Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Again, the business can provide no proof that they contacted me or that I received the communicationI had no way of knowing that I had lost coverage since it had been automatically renewed for many years prior Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, correspondence regarding the complaint filed by [redacted] On October 21, 2015, AWR received Ms [redacted] ’s request to cancel her program enrollment via mail She requested a refund for payments made after she sold her property in June It is the customer’s responsibility to cancel their account at the time they sell their home as AWR would otherwise have no knowledge of the transaction As a good faith gesture, AWR will mail a refund check to Ms [redacted] for program fees paid to AWR after the sale of her home 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 June 7, correspondence regarding the complaint filed by [redacted] ***.Ms [redacted] contacted AWR on June 3, to report a sewer line back-upOn June 4, 2016, AWR’s independent contractor snaked the customer’s sewer line and cleared the blockageOn June 5, 2016, Ms [redacted] informed our contractor that she was still experiencing a backupAWR re-dispatched a contractor to investigate the customer’s claim and he reported there was not a baor an indication of a clog or blockage in the sewer lineOn June 6, 2016, Ms [redacted] confirmed that she was no longer experiencing a back-upAWR’s contractor cleared Ms***’s sewer line, but he did not recommend a camera inspectionMs***’s sewer line was camera inspected during a prior claim in April However, the contractor did not report impending issues or recommend additional repairsIf Ms [redacted] experiences a bain the future, we encourage her to contact AWRAWR 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

American Water Resources (AWR) appreciates the opportunity to respond to your June 17, correspondence regarding the rejection filed by [redacted] As we explained previously, AWR dispatched an independent contractor to the property on June 6, 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 dateAs a result, we do not believe it is necessary to snake or camera the lineSince conditions occurring prior to the effective date and back pitched lines are not covered under the program, Mr [redacted] claim remains deniedAWR 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 and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your March 13, 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, AWR reviewed its records and determined that it inadvertently applied a $monthly charge on February 28, 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, AWR will apply a $refund to the customer’s checking account within the next 10-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

American Water Resources (AWR) appreciates the opportunity to respond to your November 12, 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 lineAWR dispatched a contractor to investigate the issue, and he found that [redacted] had a Polybutylene water linePursuant to the Program Terms and Conditions, AWR does not cover Polybutylene pipeAs 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 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: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]

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 damagesThere was two phone calls in December that lasted an hour in which AWR stated they would send assistance and did notOne 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 notIt 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 doneRegardless of the denial of claim their lack of providing me a prompt answer resulted in further damage 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: 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, 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 linesPlease be advised that the SLPP is not an insurance contractMs [redacted] contacted AWR on June 5, reporting a backupAWR dispatched a contractor to assess the issueWhen the contractor arrived later the same day, he found that Ms [redacted] had already hired her own contractor who cleared her sewer lineThe issue was resolved; as a result, no additional repairs were requiredAfter speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problemAWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer lineHe did not advise AWR that Ms [redacted] ’s sewer line required replacementMs [redacted] prefers to have her sewer line replacedTherefore, 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 lineAWR 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 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 June 6, correspondence regarding the complaint filed by [redacted] Mr [redacted] contacted AWR on May 16, to report that his toilet was backing up AWR dispatched a contractor to investigate the claim and he found that the customer’s main sewer line was not clogged – it was open and flowing Mr [redacted] contacted us again on May 27, to report that he was experiencing the same issue he reported on May 16, AWR dispatched a contractor who snaked the sewer line The contractor advised AWR that the line was clear and that there were no signs of a sewer line problem As a result, no additional repairs were recommended We encourage Mr [redacted] to contact AWR if he experiences another problem in the future 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 April 6, correspondence regarding the complaint filed by [redacted] Ms [redacted] was enrolled in AWR’s In-Home Plumbing Plus Program (IHPPP) effective April 25, She contacted AWR on June 26, 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, 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 sinkOn March 26, 2016, Ms [redacted] ’s IHPPP was cancelled due to a payment failureMs [redacted] contacted AWR on April 5, 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 IHPPPAWR has reviewed Ms [redacted] ’s claim and we determined that a refund will not be issued and her claim remains deniedAWR 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 May 31, correspondence regarding the complaint filed by [redacted] ***Mr [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP) On August 27, 2015, Mr***’s water company contacted AWR to report a water line leak at the customer’s property An AWR independent contractor was dispatched and found that Mr***’s meter pit was collapsed and needed to be replaced The contractor repaired the water line leak and AWR advised Mr [redacted] of his responsibility to repair the meter pit Pursuant to the Program Terms and Conditions, AWR will repair a customer’s water line from the point where it connects to the water utility’s system to the water meter or main shut-off valve inside the customer’s home It does not include the water meter pitOn October 27, 2015, Mr [redacted] notified our contractor that his ground was sinking at the repair site The contractor re-evaluated the repair site and noted that the water meter pit had not been repaired The contractor notified AWR and we advised the customer of his responsibility to replace the meter pitMr [redacted] had the meter pit replaced on December 28, At that time, the contractor found another water line leak Repairing the water line leak was covered under the WLPP However, repairing the water meter pit is not covered under the WLPP and AWR will not repay Mr [redacted] for the cost of the repairMr [redacted] was informed that the restoration following his water line repair in December would be completed in the spring Restoration was completed on May 31, 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