American Clearinghouse

[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 11762388, and find that this resolution is satisfactory to me
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your November 15, correspondence regarding the rejection filed by Aprile *** The program fees for Ms*** Water Line Protection Program(WLPP), Sewer Line Protection Program (SLPP) and In-Home Protection Programs (IHPP) for June were charged to her account on July 13, 2016. Ms*** was charged on August 9, for the July WLPP, SLPP and IHPP monthly program fee. Ms*** was charged on August 29, for her Electric Program fees for June and July. On August 28, 2016, Ms*** was charged for program fees for the WLPP, SLPP, IHPP and Electric, however the customer cancelled her programs on August 29, AWR refunded Ms*** for all program fees debited for the month of August except for one payment in the amount of $which AWR attempted to refund to the customers checking account on November 10, 2016. However, Ms*** bank rejected the refund. While we do not believe that Ms*** is owed any additional refunds at this time, we are in the process of contacting her to review her claims involving the alleged debits from her account from August 8, to October 4, 2016. We apologize for any inconvenience this may have caused Ms*** 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 August 28, correspondence regarding the complaint filed by *** ***Ms*** contacted AWR to report a water line leak on August 12, AWR dispatched a contractor who determined that there was a leak on
her main water lineThe contractor’s proposed cost to complete the water line repair exceeded the protection limit of the Water Line Protection ProgramAWR contacted Ms*** and explained the contractor’s findings and the recommended repairsAWR’s specialist also reviewed the program terms and conditions and AWR’s suggested resolution with the customerMs*** understood and accepted AWR’s offer to resolve the issue.AWR 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 June 1, correspondence regarding the complaint filed by *** ***Mr*** contacted AWR on May 13, to cancel his program enrollment. AWR will send the customer a refund for the unearned portion of
the program fees he paid to AWRWe apologize for any inconvenience this may have caused Mr***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 August 9, correspondence regarding the complaint filed by *** ***AWR contacted Mr*** and reviewed AWR’s position and its suggested resolution with the customer. Mr*** understood and accepted AWR’s offer to resolve the issue. 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

Complaint: ***
I am rejecting this response because:They collected my money for years and never bothered to inspect the water main before offering insurance The water main was inspected by the bank and a building inspector before buying the building and the water main was not an issue .It has not been touched as long as I have owned the building .How come the majority of the reviews are negative but they have a A+ rating with the Revdex.com
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I read the rejection details, these American Water Resourse is the number one fraud in the tri-state areaTheir explanation really childishThey said different reasons while I contacted themHere they already explained one of the reasonI really don't know why these peoples independent contractor asking my neighbors and friends professionsMy friends always visit my and they will stay with meThat is none of thier business.If thier word is right why they inspected my property and found the reason sewer line block? They E said another reason also, I choose wrong coverage (i.eI choose industrial coverage) They terminated my coverage but still they are charging meThey charged me on May 19th I really don't how fair all these.How people will live a home, if drain is not working.I closed my water line because, I try to protect my property from water damageIf any water damage these guys never cover meThese guys need to protect my outside pipes not inside homeI took only outside coverage.please ask them what reason drain blocked? Thier independent contractor found tree roots is the cause and they marked all the location and explained next steps what they are going to do to my friendsThey explained details will submit to company and once approve they come and dig the drain and fix itFirst one person came to property later his supervisor came drain camera and checked all theseWhy these guys are trying to foolish all people.I can't accept these childish reasons anyway and I paid $to fix my drainThey should cover that amount.
Regards,
*** ***

resolved

American Water Resources (AWR) appreciates the opportunity to respond to your May 3, correspondence regarding the complaint filed by *** ***.Mr*** contacted AWR on May 2, to cancel his enrollment in the Water Line and Sewer Line Protection Programs and requested a refund for
payments he made to AWR after he sold his property in December 2015. Mr*** did not notify AWR that he sold his property until he called in MayTherefore his account remained active until he called to cancel his account. Mr***’s programs have been cancelled and AWR will refund the customer for payments received between January and May 2016. 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 November 10, correspondence regarding the complaint filed by *** ***Ms*** is enrolled in AWR’s Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP). The
debits for Mr*** regularly scheduled June, July, August and September program fees for her WLPP and SLPP were delayed due to technical issues involving AWR’s billing system. As a result, the program fees for June and July were charged to her account on August 25, 2016. Ms*** was charged on September 28, for her August monthly program fees and October 4, for her September monthly program fees. On October 26, 2016, the customer was charged for October monthly program fees. Ms*** was inadvertently overcharged on November 1, for program fees which will be refunded shortly. AWR has processed Ms*** refund for program fees overcharged on November 1, 2016. The refund should be credited to the customer’s checking account on or before November 29, 2016. Due to technical issues, AWR has been experiencing a high call volume resulting in customers undergoing longer than usual times in receiving assistance. We are in the process of correcting this matter to better accommodate our customers. We apologize for any inconvenience this delay may have 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

Complaint: ***
I am rejecting this response because:
The answer did not meet the factsThe fact is I have made four calls that amount to eight hours to resolve this issueThe calls took excessive time and I was transferred three times per call resulting in a delay of serviceThe delay resulted in extensive damage to my residenceThe fact is AWR charged my credit card seven times in one day before they would continue to look into the matterThe damage is extensive.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your September 29, correspondence regarding the complaint filed by *** *** MrA*** has been enrolled in AWR’s Sewer Line Protection Program (SLPP) since 2008. Mr*** called AWR on May 29, and advised AWR
that he did not believe he enrolled in the SLPP. In response to Mr*** claim, AWR sent the customer a copy of his enrollment form for the SLPP on July 1, 2015. The customer called AWR on September 28, to cancel the SLPP. We do not have a record of Mr*** requesting to cancel his SLPP prior to September 28, 2016. AWR will cancel the customer’s SLPP as requested and will send Mr*** a cancellation letter While we cannot agree to Mr*** request to refund his annual program fees since 2008, we are willing to offer him $in a good faith effort to resolve this matter. The $represents the annual fee for the SLPP. 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 December 30, correspondence regarding the rejection filed by *** *** Mr*** was informed on November 30, that the issue he reported is not a covered repair. 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. Any delay and/or alleged property damage Mr*** experienced in responding to his claims was the responsibility of Mr***, not AWR. Furthermore, pursuant to the EIPP Terms and Conditions, AWR will not pay to repair any portion of a customer’s home or contents therein that may have been damaged by a supply line leak. 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: I will paste the complaint since AWR got the date wrong in their reply and their answer was totally incorrect and did not address the complaint:At approximately 3:pm on December 16, I called American Water Resource about a water pipe issueI talked to a claim representative who explained he had some issue with my account regarding when it was activatedI explained to him that I resolved the issue November 30th which involved AWR accidently moving me into a sewer program when I was on an in home plumbing programHe transferred me to a customer service person who complained the claim representative did not read his “notes”I then was transferred to another claim representative who said I would get a call laterI told them I had water leaking from the pipe and time was an issueThis process took me two hours because of excessive holding and transfersThe next day at approximately 8:am I called AWR again and they, Lakisha the customer service representative, claimed now my account was delinquent so they charged my credit card seven times before transferring me again to a claim representativeThis process took me three hours because of excessive holding and transfersThey sent a plumber out who said the part leaking was considered a fixture and was not coveredI paid him to fix the problemSince AWR did not send a plumber in a timely manner water damaged several items in the basement resulting in dollars in damage
Regards,
*** ***

[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 what I had expected, they take money and do nothingI will not use their service again and will let everyone know about their non service
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your November 5, correspondence regarding the complaint filed by *** ***Ms*** is enrolled in AWR’s Water Line Protection Program (WLPP), Sewer Line Protection Program (SLPP) and In-Home Plumbing
Protection Program (IHPP) She contacted AWR on September 20, to cancel her enrollment in the programs and inform us that she was overcharged for program fees. The debits for Ms*** regularly scheduled June, July, August and September fees for her WLPP, SLPP and IHPP were delayed due to technical issues involving our billing system. As a result, the program fees for June, July, August and September were charged on September 29, 2016. Also on September 29, and October 29, 2016, Ms*** was inadvertently overcharged for program fees and will be refunded for the amount chargedAWR will refund the customer shortly for the program fees overcharged on September 29, and October 29, 2016. We apologize for any inconvenience this may have caused Ms***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

[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,
*** ***

[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,
*** ***

Complaint: ***
I am rejecting this response because:
HelloPer our discussion, I would like to re-open the above caseWhen I accepted the resolution, I thought they were agreeing to refund the full amount in dispute, $Instead, I was issued a check in the amount of $18.99.Per my previous correspondence, I verbally canceled the coverage in May, I closed on the house in June but they continued to bill my credit card through October, months after service was cancelled. I would appreciate a full refund of $Thank you
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your October 1, correspondence regarding the complaint filed by *** *** *** was enrolled in the Sewer Line Protection Program, which is a repair program that covers clogs and blockages in accordance with
the Program Terms and ConditionsEach time *** *** contacted AWR reporting a back-up, we sent a contractor to clear his sewer lineIn his complaint *** *** explained that there were several significant sags in his sewer linePursuant to the Program Terms and Conditions, repairing bellied sewer lines is not a covered repairTherefore, AWR will not honor *** ***’s request for reimbursement.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