American Clearinghouse

Complaint: [redacted] I am rejecting this response because: As they requested, I sent copies of all invoices to American Water Resources and have not heard back from them as of today (4/7/16) Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:In February, the original plumber American Water sent on 03/7/wrote “Previous video inspection revealed masses of root Recommend following through with proposal to dig and repair.” A copy of his work order is attachedHe did not say anything about improper installation or belly The next call to American Water the agents said that American Water will wait until there is another back up, and will send a plumber again to fix the problemSince then American Water had other plumbers come and perform video inspections, American water agents started saying that there is a “belly” in the sewer line and that is not covered.Regards, [redacted] Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your November 2, correspondence regarding the complaint filed by [redacted] Mr [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP) The debits for Mr [redacted] ’ regularly scheduled July, August, September and October program fees for his WLPP were delayed due to technical issues involving AWR’s billing system As a result, the program fees for July and August were charged to his account on August 17, Mr [redacted] was charged on September 21, for his September monthly program fees and October 5, for his October monthly program fees Mr [redacted] was inadvertently charged for unused program fees on October 17, AWR will refund Mr [redacted] shortly for unused program fees charged on October 17, We apologize for any inconvenience this may have caused the customer 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 BBB, and the PUC in order to resolve the issue.I raised the issue with the PUC and the BBB 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 September 28, correspondence regarding the rejection filed by [redacted] AWR is in the process of sending Ms [redacted] the remainder of her refundMs [redacted] refund is scheduled to be mailed overnight to her on October 11, We apologize for any inconvenience the delay may have caused Ms*** 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 December 30, correspondence regarding the rejection filed by [redacted] ***.As we explained in our previous responses, AWR sent a contractor to Mr***’s home to investigate the issues he reported and the contractor advised that no repairs, covered under the Sewer Line Protection Program, were necessaryWe stand by our decision to close Mr***’s claim after receiving our contractor’s investigation summary Mr***’s request for further investigation remains denied.Please contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your April 21, correspondence regarding the rejection filed by [redacted] As we previously responded, AWR was unable to repair a clog on Ms [redacted] ’s drain line when she contacted us on April 5, because her enrollment in the In-Home Plumbing Plus Program (IHPPP) was cancelled due to a payment failure AWR also advised Ms [redacted] at that time that we were not responsible for repairing her ceiling under the IHPPP’s terms and conditions Ms [redacted] ’s claim remains denied and a refund will not be issued 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 December 2, correspondence regarding the complaint filed by [redacted] ***.Mr [redacted] is a customer of AWR’s Sewer Service Line Protection ProgramOn November 30, 2015, Mr [redacted] called to report a sewer backup and a bad odorThe AWR claims representative dispatched a contractor to investigate the problemThe contractor found that Mr***’s sewer line was not showing any indication of a blockageThe contractor advised that repairs were not necessary, because Mr***’s sewer line was working properlyIf Mr [redacted] experiences a backup in the future, we encourage him to contact AWRAWR 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

American Water Resources (AWR) appreciates the opportunity to respond to your August 4, correspondence regarding the complaint filed by [redacted] Mr [redacted] contacted AWR on May 23, 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, for delivery on August 13, 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 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 August 22, correspondence regarding the complaint filed by [redacted] As previously reported, AWR contacted Mr [redacted] and reviewed AWR’s position and its suggested resolution with the customer Mr [redacted] understood and accepted AWR’s offer to resolve the issue We are in the process of forwarding funds to Mr [redacted] in connection with the resolution of 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: 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 April 1, correspondence regarding the complaint filed by [redacted] ***Ms [redacted] was enrolled in AWR’s Water Line and Sewer Line Protection Programs In November 2015, Ms***’ programs were scheduled for renewal, but AWR was unable to process the renewal because we did not have updated payment information due to problems with Ms***’ credit cardOn November 23, 2015, AWR sent Ms [redacted] a letter asking her to update her payment information within days to avoid program cancellation AWR did not hear from Ms [redacted] and her programs were cancelled AWR advised Ms [redacted] that she may re-enroll in AWR’s programs by contacting our customer service center and providing proof of repair of her sewer line along with her enrollment information We further advised Ms [redacted] that the effective date of her program with AWR is days after the enrollment is processed Ms [redacted] was also informed that her re-enrollment would not affect the status of her claim, which would remain 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 February 25, 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 onlineMs [redacted] contacted AWR on September 14, 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, Ms [redacted] contacted AWR on February 22, 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, 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

American Water Resources (AWR) appreciates the opportunity to respond to your March 9, correspondence regarding the complaint filed by [redacted] [redacted] is enrolled in the Sewer Line Protection Program (SLPP)She contacted AWR on February 19, to set up a claim because the toilets and showers in the home were not draining properlyThe representative established a SLPP claim and [redacted] paid the required $service feeIn 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 issueThe dispatched contractor was unable to remove the cap from the sewer line accessAs a result, the contractor suggested that the access needed to be repaired or replaced, which is not covered under the SLPPThe 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 $service feeAlthough the customer must pay a service fee to dispatch a contractor, as a customer courtesy AWR will refund the $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 investigationPlease contact me with any questions

As we explained in our previous responses, the Program does not cover repairs to shower heads or shower valves, which was communicated to Mr [redacted] on multiple occasions Mr [redacted] ’s request was denied in accordance with the Program Terms and Conditions, and we have not received any information that changes our position regarding his claim While we regret that Mr [redacted] remains unsatisfied with our responses, his request remains deniedPlease contact me with any questions Thank you for your time and consideration

Complaint: [redacted] I am rejecting this response because: [redacted] who they sent did a terrible job and had the worst customer service ever. They never informed us about a collapsed pit. 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 ***, and find that this resolution is satisfactory to me
However, I do not recommend them
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your December 13, correspondence regarding the complaint filed by *** *** *** *** enrolled in AWR’s Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP). He attempted to contact an
AWR customer service representative to discuss his program enrollment. However, due to technical issues, *** *** was unable to reach a live representative. AWR has been experiencing high call volume resulting in customers experiencing longer than usual times in receiving assistance. We are in the process of correcting this matter to better accommodate our customers. On December 20, 2016, an AWR customer service specialist contacted *** *** to address any questions or concerns regarding his programs. During the call, *** *** decided to cancel his program enrollment. As requested, AWR will cancel *** ***’s WLPP and SLPP enrollment effective December 11, 2016. A cancellation letter will be mailed to the customer. AWR will refund the customer for any program fees charged after December 11, 2016. We apologize for any inconvenience this delay may have caused *** ***. AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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: ***
I am rejecting this response because:
*** ***I am writing concerning complaint ID ***. We still have not receivedour refund in the mail. It has been weeks since the time we were lastnotified by Revdex.com of the refund. We should be receiving a check for $fromAmerican Water Resources sent to *** *** ** *** *** *** ***Thanks for your help in this matter.*** ***
Regards,
*** ***