American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your July 27, correspondence regarding the complaint filed by *** ***We apologize for any inconvenience the delays may have caused Mr***. While we disagree with Mr***’s allegations that AWR was negligent in this matter, we are in the process of contacting Mr*** in a good faith effort to resolve his claim amicablyAWR takes all consumer concerns seriously and we regret 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

American Water Resources (AWR) appreciates the opportunity to respond to your November 9, correspondence regarding the complaint filed by *** *** Ms*** was enrolled in AWR’s Water Line Protection Program (WLPP). The charges for her regularly scheduled WLPP monthly fees
were delayed due to technical issues involving AWR’s billing system. As a result, the program fees for July and August were charged to her account on August 17, 2016. She was charged on September 21, for her September monthly program fee and on October 17, for her October monthly program fee. AWR inadvertently overcharged Ms*** for unused program fees due to technical issues AWR has processed Ms*** refund for any overcharged program fees. The refund should be credited to the customer’s checking account on or before November 29, 2016. As requested, AWR cancelled her WLPP enrollment effective November 9, 2016. A cancellation letter was mailed to Ms*** on November 9, 2016. We apologize for any inconvenience this may have caused the customer. AWR 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 May 2, correspondence regarding the complaint filed by *** ***AWR initially dispatched an independent contractor to Mr***’s property on February 27, 2017. The contractor cleared the sewer line and then performed a video of the line. Before the video was reviewed, the contractor proposed a repair or replacement of the line, which AWR rejected because its investigation was not completed and the line was open and flowing. However, a subsequent review of the video revealed a belly in the line. We advised Mr*** that his claim was denied because of the belly in his sewer line. As we explained previously, repairs to bellied sewer lines are not covered under the Program’s terms and conditions. AWR takes all consumer concerns seriously and we regret 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

American Water Resources (AWR) appreciates the opportunity to respond to your July 14, correspondence regarding the complaint filed by *** ***As we explained in our prior response, the contractor dispatched by AWR to Mr***’s property encountered various delays associated with the repair of his water line, and as a customer courtesy, AWR paid to replace Mr***’s pressure reducing valve and expansion tank at the time of repairWe apologize for any inconvenience the delays may have caused Mr***While AWR is not required to pay for lost water costs under the Program’s Terms and Conditions, we are in the process of reviewing Mr***’s claim as reconsideration of our denial of that claim.AWR 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 investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your June 1, correspondence regarding the complaint filed by *** ***Mrand Mrs*** were enrolled in AWR’s Sewer Line Protection Program (SLPP). Mrs*** contacted AWR on May 12, to report an
odor in her home. Mr*** later explained that although his toilet on the main level was reacting when the toilet on the second level was flushed, there was no back-up. Pursuant to the Program Terms and Conditions, AWR will repair a clogged or blocked sewer line. The customer did not report a back-up, which is indicative of a clog or blockageTherefore a contractor was not dispatched and the claim was deniedMrand Mrs*** hired a private plumber to investigate the odor. Their contractor plunged a trap in their home, which the plumber reports resolved their issue. We reviewed Mrand Mrs***’s claim history as well as additional documentation provided by the customer. While the claims representatives denied the claim in accordance with the Program Terms and Conditions, as a good faith gesture, we will repay the customer for the amount that they paid a private contractor less the service fee. AWR takes all consumer concerns seriously and we regret that this issue caused Mrs*** 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 7, correspondence regarding the complaint filed by *** ***Mr*** was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP). He contacted AWR on April 28,
to report a sewer line back-up. AWR dispatched an independent contractor to investigate the issue he reported. Our contractor noted that the water was shut off at the property and that there were several contractors at the property including an electrician. Our contractor was informed by Mr***’s General Contractor that the property was currently vacant and in the process of being flipped, i.e., the act of buying and renovating a house and then quickly reselling it at a profit. In accordance with the Program Terms and Conditions, AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction. As a result, Mr***’s claim was denied. AWR takes all consumer concerns seriously and we regret 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

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, correspondence regarding the complaint filed by *** ***Mr*** is enrolled in AWR’s Sewer Line Protection Program (SLPP) and Water Line Protection Program (WLPP). On January 30, 2016, Mr
*** contacted AWR to report an internal water line leak, which is not covered under the WLPP. Mr*** believed he was enrolled in AWR’s In-Home Plumbing Program (IHPP), which offers repair to internal water supply lines. However, our records show that Mr*** is not enrolled in the IHPP. As a result, his claim was denied. During further investigation, AWR reviewed the recorded phone call between Mr*** and an AWR customer service representative, which took place on May 8, The representative reviewed all the services offered by AWR and Mr*** stated he wanted to enroll in the WLPP and SLPP only. The representative also informed Mr*** of the programs’ Terms and Condition of which Mr*** agreed to AWR 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

Complaint: ***
I am rejecting this response because:
The company gave the credit of $to the Water company & once the water company sent it back to the insurance company- they are refusing to give it to ** but. A supervisor from American Water should be calling you to confirm the refund was returned
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your July 6, correspondence regarding the complaint filed by *** ***.Ms*** is enrolled in AWR’s In-Home Plumbing Emergency Program, which covers repairs to blocked drain lines in accordance with the Program
Terms and ConditionsOn June 30, 2016, she contacted AWR to report that her bathroom sink and shower were draining slowlyThe initial contractor that AWR dispatched did not contact the customer promptly, and as a result, we sent an alternate contractor to Ms***’s homeThe second contractor did not clear the pipe because the equipment he intended to use may have damaged Ms***’s drain lineWe sent another contractor to Ms***’s home, and he cleared the drain line, which resolved the issue Ms*** reported to AWRAWR 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 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 August 2, correspondence regarding the complaint filed by *** *** The customer is enrolled in the Water Service Line Protection Program and the Sewer Service Line Protection Program. *** *** called
AWR and explained water was backing up into her washing machine. Her claim was denied because the issue she described falls under a different protection program in which the customer is not enrolled. We reviewed the claim and contacted the customer to gather additional information. We found that the customer hired a contractor to fix the problem. We offered to review the contractor’s invoice to determine if any of the work performed would have been a repair covered by the Sewer Service Line Protection Program The customer may submit the contractor’s invoice and proof of payment for review to *** *** via fax to *** or e-mail to *** 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 September 7, correspondence regarding the complaint filed by Ms*** *** Ms*** was enrolled in AWR’s Water Line Protection Program. The monthly fee for the program is $6.50, which was automatically
charged to Ms*** account each month. The charges for her regularly scheduled July and August program fees were delayed due to technical issues involving AWR’s billing system. As a result, the program fees for July and August were charged to her account on August 17, 2016. The additional charges were also the result of technical difficulty. Per Ms*** request, her program has been cancelled and we will issue a credit in the amount of $32.50, which is the sum of the program fees charged to her account in August 2016. We apologize for any inconvenience this has caused the customerAWR 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 October 24, correspondence regarding the complaint filed by the daughter of *** *** *** *** *** was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP). *** ***’s daughter
contacted AWR on September 9, to inform us that *** *** was overcharged for program fees. Due to technical issues involving our billing system, *** *** was inadvertently overcharged for program fees. As a result, he decided to cancel his WLPP and SLPP enrollment. As requested, AWR cancelled *** ***’s WLPP and SLPP enrollment on September 9, 2016. A cancellation letter will be mailed to the customer. AWR issued the customer a partial refund on September 15, 2016. The customer should receive the remainder of the refund by November 9, 2016. We apologize for any inconvenience this delay may have caused *** ***. AWR takes all consumer concerns seriously and we regret that this issue caused *** ***’s daughter 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your April 30, correspondence regarding the complaint filed by *** *** *** *** was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Program (Program). *** *** stated that she
requested to cancel her Program enrollment after her claim was denied. However, we have no record of *** ***’ cancellation request. In accordance with the Program Terms and Conditions, her Program automatically renewed and she was charged for the annual renewal fee in April Per *** ***’ request, AWR will cancel her Program and refund her credit card for the annual renewal amount of $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 investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your June 14, correspondence regarding the complaint filed by Mr*** ***.Per Mr***’s request, his Program enrollment was cancelled on May 13, AWR sent Mr*** a refund in the amount of $9.29, which represents the unearned portion of the Program fees he paid to AWR on May 16, Mr***’s Program fees have been billed in arrearsTherefore, at the time he cancelled the Program, he had an outstanding balance for the period beginning May 1, As a result, no additional refund will be provided to Mr***.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 *** ***AWR received and reviewed the documentation provided by Mr***. We worked with him to resolve his concerns and he is satisfied with the resolution

Complaint: ***
I am rejecting this response because: The part about the bad odor was completely ignoredThe company will only respond to backupsThat is ridiculous inmy view since the odor could be caused by a defective pipeHow could the contractor claim the pipe was in good condition when he refused to examine the pipe which is why we have insuranceThe company appears to take our money then only drain clearance is performedThis could be done for $by the guys across the streetWe need serviceI need to have the pipe examined to see if it is causing the odorThe company's performance through the contractor was insulting since he claimed that I was smelling a dead mouse for the past months.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: A check was sent to me in the amount of My account was debited for prior to the beginning of the next billing cycleI am owed the difference between and plus any unused days left in preceding month!
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Once again AWR did not address the issueThe date they mention is not even the right dateNovember 30th I called them regarding a different issue I resolved myself, A later date was the actual issue but AWR is sending the same response in hopes I will not see it the next time because I already addressed this in the last response
Regards,
*** ***