American Clearinghouse

Complaint: ***
I am rejecting this response because:We intend to file for arbitration as we are entitled under the contract terms.It seem ridiculous to us that a firm can continue to collect fees for insurance under which the firm may never honor due to a somewhat subjective decision by folks whose vested interest is in finding against the claim
Please forward the procedure for arbitration
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your August 21, correspondence regarding the complaint filed by *** *** *** *** is enrolled in the In-Home Plumbing Emergency Program (IHPP)AWR dispatched a contractor to investigate an internal leak she
reportedMs*** contacted AWR to follon the contractor’s visit and requested to speak with a supervisorAn AWR supervisor returned Ms*** call and she was pleased with the outcomeAWR takes all consumer concerns seriously and we regret that this issue caused Ms*** 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 March 11, correspondence regarding the complaint filed by *** ***Mr*** was enrolled in AWR’s Water Line Insurance Policy (WLIP). He contacted AWR on February 26, to report a water line
leak. AWR dispatched a contractor who determined that Mr***’s water line was made of polybutylene, and repairs to polybutylene pipes are not covered under the policy. While Mr***’s issue is not covered under the WLIP, we have contacted him to resolve this matterAWR takes all consumer concerns seriously and we apologize that this issue caused Mr*** 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 did accept AWR,s settlement because they were not able to come up with a solution to repair my water line. It wasn't until I filed the complaint with the Revdex.com that I received the settlement offer. Please review the attached document that explains what occurred between my original claim with AWR that was filed on 8/13/and 8/28/when the settlement was offered
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your January 12, correspondence regarding the rejection filed by *** *** On November 30, 2016, Mr*** contacted the AWR claims department to establish a claim for a leaking shower head and shower valve. He explained that he was not able to turn the water completely off and as a result water was leaking from the showerhead. He continued to explain that the problem was contained within the shower. Mr*** was informed during two separate calls on November 30, that the issue he reported was not a covered repair and that any repairs would be his responsibility. Mr*** did not have the leak repaired and contacted AWR two weeks later on December 13, regarding the same issue to ultimately be informed that the problem was not covered under the protection program. Moreover, the contractor advised that it appeared that the customer tried to fix the leaking shower valve himself but worsened the problem. The contractor also reported that the leak was contained within the shower and that the surrounding area was not damaged. We have no record of Mr*** contacting AWR after December 14, 2016, which is the day his shower valve was repaired by his private contractor The claim was responded to and denied in a timely manner. Any delay and/or alleged property damage Mr*** experienced in responding to his claims was the responsibility of Mr***, not AWR. Therefore, AWR will not honor Mr***’s request for repayment of damage that may have occurred before or after November 30,

Complaint: ***
I am rejecting this response because: The contractor did not check the pipe for damages, he merely checked water flowSince the pipes are covered by the insurance, why was the contractor afraid to check the pipes for damage? Also he made n recommendation about changing the trapHe spoke only about miceI wanted the pipes checked for damage and not just water flowTHE CONTRACTOR REFUSED my request yo check the pipe for damage. If this company is afraid to check pipes for damage they should say so and I will get someone who is competent to do the work s that I do not have to rely on this company which seems to be a waste of my time and money.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, correspondence regarding the complaint filed by *** ***AWR has received and reviewed documentation from Ms*** explaining the charges she paid for repair on her drain line. Ms*** has accepted AWR’s offer to resolve the issueAWR takes all consumer concerns seriously and we apologize that this issue caused Ms*** 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 29, correspondence regarding the complaint filed by John ***Mr*** enrolled in the Sewer Line Unlimited Protection Program on November 23, Pursuant to the Program Terms and Conditions, customers
have a day waiting period before they are eligible to file a claimWhen Mr*** called AWR to report a sewer line problem on November 30, 2015, only days after his enrollment, he acknowledged that he understood that he was still within his day waiting periodDespite this, he wanted a contractor to investigate the problem to see if it related to a repair that was made in when he was enrolled in the Sewer Line Protection Program (which he canceled shortly after the repair was made)Unfortunately, at some point during this call, the AWR representative mistakenly told Mr*** that he was eligible to file a claimThereafter, AWR realized the error, and informed Mr*** that he was not eligible yet to file a claim.Notwithstanding, AWR sent a contractor to Mr***’s home to investigate whether the current sewer line issue related to the previous repairThe contractor advised AWR that the current problem is not related to the repairAWR will not repair Mr***’s sewer line because his Program was not effective when his sewer line issue occurredIn order to remain in the Program, Mr*** must have his sewer line repaired and submit proof of repair and proof of paymentOnce we receive the required documentation, Mr*** will be able to sa claim in the futureOtherwise, his Program will be cancelled in accordance with the terms and conditions.AWR takes all consumer concerns seriously and we apologize that this issue caused Mr*** 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 May 17, correspondence regarding the complaint filed by *** ***As we explained previously, AWR conducted an extensive and thorough investigation of Mr***’s claim and denied the claim in accordance with the Sewer Line Protection Program’s terms and conditions. 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 *** ***Ms*** is enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP). On June 2, 2016, she contacted AWR to report her washer was
backing up into her kitchen sink. AWR dispatched a contractor to investigate the claim. The contractor was unable to clear the blockage and recommended making additional repairsThe contractor could not return to complete the repairs until the following week, so we sent another contractor to Ms***’s home. The second contractor noted that repairs at the customer’s property had already begun and that they did not want him to proceed with his suggested repairs. We reviewed the ***’s claim file and contacted them for additional information. Ms*** confirmed that the repairs have not been completed. We are gathering information about the recommended repairs from our contractor to fix the ***’s problem. We will work with the customer to resolve the waste water drainage problem in accordance with the IHPP Terms and ConditionsAWR takes all consumer concerns seriously and we regret that this issue caused Ms*** 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 *** ***.*** *** *** *** 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 *** *** 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 January 2, correspondence regarding the complaint filed by *** *** *** *** *** was enrolled in AWR’s In Home Plumbing Emergency Program (IHPP). On December 15, 2016, Tim Rochford
called our office and reported a backup in the kitchen. AWR dispatched an independent contractor to investigate the reported issue. The contractor snaked and cleared the kitchen sink drain line. AWR’s independent contractor advised that due to a venting issue, *** ***’s sink was not draining properly. In accordance with the IHPP terms and conditions AWR will cover to remove clogs and blockages from internal drain lines. However, the venting issue is not covered under IHPP. Therefore, no additional repairs were completedPer *** ***’s request, an AWR specialist called her to review *** ***’s claims history along with the Program Terms and Conditions*** *** was not interested in continuing the conversation and disconnected the callAWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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

[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
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your January 17, correspondence regarding the complaint filed by *** *** *** *** *** *** were enrolled in AWR’s Water Line Protection Program (WLPP). They elected to pay their WLPP monthly payment with
a credit card. On March 8, AWR charged *** *** credit card the monthly program fee. AWR did not receive payments after March 8, and as a result, the WLPP was canceled. A Customer Service Specialist contacted *** *** on January 23, and reenrolled *** *** *** *** in the WLPP and waived any past due balance. We regret any inconvenience this may have caused *** *** *** ***AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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

Complaint: ***
I am rejecting this response because:The contractor they sent refused to examine the pipeI think their insurance is useless
Regards,
*** ***

Complaint: ***
I am rejecting this response because:it is unfair and unethical to have NJ American say that my policy was cancelled because of non payment Why would anyone pay for something when the contracted company caused damage to my home and refuses to pay for the repairs I want this complaint to remain on the Revdex.com to help others that are considering making a purchase of a repair contract with NJAW to be forewarned about it's business practices and methods it is despicable that my home is still in disrepair a year after the damage was done I wish there was another water company available to us in my area because I would certainly stop doing business with NJAW
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your February 26, correspondence regarding the complaint filed by *** *** *** *** was enrolled in AWR’s Water Service Line Protection Program (WLPP)He contacted AWR on February 20, to report a main
water line leak and we dispatched an independent contractor to investigate the problem. The contractor determined the leak was caused by a galvanized gas dresser coupling installed on *** *** water line. In accordance with the WLPP Terms and Conditions AWR will not pay to repair leaks or breaks to the water line caused by the customer or any third parties. As a result, the claim was denied.AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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 September 4, correspondence regarding the complaint filed by *** *** *** *** contacted AWR to report a water line leakAt the time of Mr***’ call, his account was canceled due to delinquencyHis
claim was deniedHowever, as a courtesy, AWR reevaluated Mr***’ claim. Upon further review, AWR agreed to make repairs to the water line leakMr*** was informed of AWR’s decision and repairs are scheduled to be completed on or about September 15, Mr*** was pleased with the decisionAWR takes all consumer concerns seriously and we regret that this issue caused Mr*** 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 October 27, correspondence regarding the complaint filed by *** *** *** is enrolled in AWR’s Sewer Line Protection ProgramOn October 21, 2015, she contacted AWR to report a sewer line problem
AWR dispatched a contractor to investigate the issue and make any necessary repairs in accordance with the terms and conditions*** *** expressed her dissatisfaction with the plumbing contractorWe apologize for any inconvenience this may have caused the customerAWR will mail a check to *** *** to refund the service fee she paid.AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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 7, correspondence regarding the complaint filed by *** ** *** Mr*** enrolled in AWR’s Water Service Line and Sewer Service Line Protection Program effective June 6, On that same date, Mr***
contacted AWR and reported a sewer line-related issueAWR dispatched an independent contractor to the property on June 6, and the contractor advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr*** effective datePlease be advised that conditions occurring prior to the effective date are not covered under Section of the terms and conditions of the programFurther, back pitched lines are not a covered repair as they do not result from wear and tearAs a result, Mr*** claim remains deniedHis Sewer Service Line Protection Program will be cancelled since we are not able to continue to provide him service in accordance with the program’s terms and conditionsAfter he has his sewer line repaired, Mr*** may submit proof of repair in order to re-enroll in the program and we will waive the 30-day waiting periodAWR takes all consumer concerns seriously and we regret that this issue caused Mr*** 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 do not hesitate to contact meThank you for your time and consideration