American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your April 8, correspondence regarding the rejection filed by *** ***AWR received and reviewed documentation provided by Ms***. We worked with her to resolve her concerns and she is satisfied with the resolution

[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
It is satisfactory as long as they provide, through this complaint, a time frame that I can expect my refund
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
I truly appreciate your time and the representatives time that contacted me to today to fully explain the charges
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your June 15, correspondence regarding the rejection filed by *** ***.Mr*** contacted AWR to sa claim reporting a sewer line back-upAWR dispatched a contractor to investigate the problemThe contractor determined that there was an issue with Mr***’s sewer line and that a repair was necessaryHowever, AWR is not obligated to make the repairs under the Sewer Line Protection Program (SLPP)The Program excludes making repairs to service lines at properties that are unoccupied due to renovationOur contractor explained that the home was vacant and undergoing renovation, which was confirmed by the General Contractor onsite during his investigationAttached is the contractor’s statementTherefore, AWR will not repair Mr***’s sewer line under the SLPP

American Water Resources (AWR) appreciates the opportunity to respond to your October 13, correspondence regarding the complaint filed by *** *** Mr*** was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Protection Program. He requested to cancel his program
enrollment on July 5, 2016. Due to technical issues involving our billing system, Mr***’s cancellation request was not timely processedAs requested, AWR cancelled Mr***’s program enrollment on October 17, with a cancellation effective date of July 5, 2016. A cancellation letter was mailed to the customer on October 17, 2016. AWR will refund the customer shortly for any unused program fees charged after July 5, 2016. We apologize for any inconvenience this delay may have caused the customer. 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 March 15, correspondence regarding the complaint filed by *** ***Mr*** is enrolled in AWR’s Sewer Service Line Protection Program (SLPP). He contacted AWR on February 27, to report a sewer line
back-up. An AWR contractor cleared the line and determined that Mr***’s sewer line was bellied, which does not result from wear and usage. Therefore, repairing a belly on a sewer line is not a covered repair. As a result, Mr***’s claim was deniedAWR 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

American Water Resources (AWR) appreciates the opportunity to respond to your August 16, correspondence regarding the complaint filed by *** ***As we stated previously, AWR agreed to refund Mr*** total annual Water Line Protection Program feeHowever, providing Mr*** with his refund has been delayed due to technical issues involving AWR’s billing process, resulting in an additional charge to his bank account, which was later removed. We are in the process of resolving these issues. Mr*** advised us on August 22, that he has received the Program’s refund amount via his bank. We 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 investigationPlease contact me with any questions. Thank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your March 4, correspondence regarding the rejection filed by *** ***In May 2015, Mr*** called AWR in response to an advertisement offering the Water Line (WLPP) and Sewer Line Protection Program (SLPP) for $for the first yearThis offer was sent to Mr*** in November When he called to enroll, the introductory price was no longer availableDuring the enrollment call, the representative confirmed with Mr*** that he chose to enroll in the WLPP and SLPP at an annual rate of $149.88. Mr*** agreed to the annual Program fee and completed the enrollment. Thereafter, AWR sent Mr*** a letter confirming his enrollment in WLPP and SLPP at the annual a rate of $149.88. As a good faith gesture, we have agreed to honor the $price from the advertisement. Therefore, we sent the customer a refund for the difference between the offer and the Program fee charged at enrollment. Mr*** is not enrolled in IHPP. As a result, we cannot establish a claim for his current in-home plumbing issue. If he would like to enroll in the IHPP, the annual fee for the Program is $annually ($3.99/month). Similarly, if he would like to add the Internal Electric Line Program, the cost is an additional $annually ($3.99/month). Despite what Mr*** stated in his complaint, no additional discounts were offeredAWR 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: Your company, after my account was cancelled, went in to my account AGAIN on October 4, and took out another monthly payment of $6.50! You acknowledged in your first response that my account was cancelledYet you stole more money from meMy next step will be to go to the trouble and expense of closing my account to keep you out of it and to hire an attorney to keep you from taking out even more. I do not understand how you can refund of the payments directly into my account almost a month ago, yet the balance still remains? And instead of refunding it, you take more out?? I understand you are a large company and I am one person with a very small claim, and your employees have been trained to promise results and deliver nothingThey do that very wellBut to take funds from my account when I do not owe you anything is a crimeThe dollar amount doesn't matterIt is still a crimeSo until the entire balance you have taken from me is returned, I am not closing this complaint.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, correspondence regarding the complaint filed by *** *** *** is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency ProgramOn April 16, 2015, Mr***
contacted AWR regarding a drain line leak. He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from wear and tearAs a result, Mr*** claim was deniedOn September 23, 2015, Mr*** called AWR to report a sewer line leakAgain, Mr*** confirmed that he was not experiencing a backup. Mr*** claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer lineUpon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customerOur customer service team is available if the customer has questions or would like clarification regarding the Program Terms and ConditionsIf Mrand Mrs*** want to cancel their program, they may call our Customer Service Department at ###-###-####AWR takes all consumer concerns seriously and we regret that this issue caused The *** to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customers’ 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 par for the course of the companyI would not say i'm satisfied with the result, but i'm not going to fight them on the fact they don't think I called them to cancel, that the only proof they would accept was documentations from the sale of my house, or that I did not renew my service, and still was being billed for it.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your March 9, correspondence regarding the rejection submitted by *** ***As we explained in our first response, Mr*** paid his policy premiums via his water bill. Pursuant to the policy Terms and Conditions, the payments are first applied to any outstanding water charges and lastly to policy premiums. On November 6, 2015, AWR cancelled Mr***’ policy for nonpayment. At that time, the outstanding balance due to AWR was $95.65. As a result, AWR was going to write-off the past due balance. Therefore, AWR placed a “credit” on his water bill to stop the charges from continuing to appear on his bill after the balance was written-off. However, on November 9, 2016, AWR received a payment of $95.65, which satisfied the outstanding premium balance. As a result, the write-off was no longer necessary so we reversed the “credit” that appeared on his water bill and replaced it with the payment. Therefore, no refund is due to the customer

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, correspondence regarding the complaint filed by *** ***Ms*** contacted AWR to enroll in the Water Line and Sewer Line Protection Program on April 20, 2016. On April 23, 2016, Ms*** informed
AWR that her card was mistakenly charged $50.00. After further investigation, AWR determined that a full refund of $will be issued to the customer. We apologize for any inconvenience Ms*** may have experienced. 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 December 16, correspondence regarding the rejection filed by the daughter of *** *** *** AWR mailed a refund check to *** *** on November 16, 2016. However, *** *** reports he did not receive the check. As a result, AWR voided the initial check and re-issued a new check that will be mailed on December 21, 2016. We apologize for any inconvenience this delay may have caused the customerAWR 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

American Water Resources (AWR) appreciates the opportunity to respond to your November 25, correspondence regarding the rejection filed by *** ***A refund check was sent to *** *** via overnight mail on November 24, *** *** confirmed that she received the check.AWR takes all consumer concerns seriouslyWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your June 24, correspondence regarding the complaint filed by *** ***.On August 27, 2015, Mr*** had a water line leak and a claim was established to repair itUpon arrival, AWR’s contractor found that Mr***’s water meter pit was collapsedThe contractor was able to bypass the area of the meter pit during the first water line repair by hand digging a trench to access the pipeWhen the contractor returned to the customer’s property in October to inspect the sinking ground at the repair site, as reported by the customer, he saw that the meter pit was still in need of repairAWR informed Mr*** that repairing the water meter pit is not covered under the Water Line Protection Program throughout the two water line claims he set up in and that having the repair made was his responsibilityMr*** privately hired AWR’s contractor to repair the meter pit and we will not cover the cost of that repairIf Mr*** experiences a water line leak or break in the future, we encourage him to contact AWR for service

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, correspondence regarding the complaint filed by *** *** *** called AWR on October 9, to report a water line leakAWR dispatched a contractor to investigate the problemOur contractor
advised that the water line was polybutylene pipePursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water linesAs a result, *** ***’s claim was denied.*** ***’s Water Line Protection Program has been cancelled in accordance with the Program Terms and ConditionsA full refund will be sent to himHis Sewer Line Protection Program will remain in effect unless *** *** calls AWR to cancel it.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

Complaint: [redacted]
I am rejecting this response because:
The piping line in the house was to be inspected because no one knew what the problem was. I called and they first charged my credit card six times to recover some charges they contended they needed then a inspection was to be called to a contractor. This was never done resulting in the water damage. When I called back after a long time of waiting their response the damage was done and I had to start the whole process over again because they said they missed the "notes". The AWR has never addressed their lack of sending a contractor after the first call so I am not happy with the response. In fact their response relates to another unrelated call to them which they did tell me a shower head was not covered. That had no bearing on the later issue. As I was transferred three times the AWR representatives contend that the "notes" are hard to read and they apologized but after an hour of talking they sent no one. I can not be happy with lack of service that resulted in water damage.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 5, 2016 correspondence regarding the complaint filed by [redacted] Ms. [redacted] was initially enrolled in AWR’s Water Line (WLPP), Sewer Line (SLPP) and In-Home Plumbing (IHPP) Emergency Programs.  On...

August 5, 2016, Ms. [redacted] contacted AWR to upgrade her programs . AWR did not overcharge the customer’s account.  The debits for Ms. [redacted] regularly scheduled June and July program fees for her WLPP, SLPP, and IHPP 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 July 13, 2016 along with her August payment.  On August 29, 2016 Ms. [redacted] contacted AWR to cancel her programs and to inform us that we overcharged her account.  A cancellation letter will be mailed to the customer and AWR will refund the customer shortly for any unused program fees charged after August 29, 2016.  We apologize for any inconvenience this delay may have caused Ms. [redacted]  *        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 May 25, 2016 correspondence regarding the rejection filed by [redacted]. We re-reviewed Mr. [redacted]’s Claim file.  Mr. [redacted]’s claim was denied in accordance with the Program Terms and Conditions which state that AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction.   When the independent contractor arrived at Mr. [redacted]’s property, he noted that the home was vacant and he was informed by the contractors working in the home that the property was being renovated.  Therefore, Mr. [redacted]’s claim remains denied.