American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program.  On December 22, 2015, she initially contacted AWR to report a drain leak...

in her bathroom sink.  AWR dispatched a contractor to investigate the claim and based on the initial investigation of the contractor, AWR denied the claim.  However, AWR later determined Ms. [redacted]’s leak required repair and intended to dispatch a contractor to her home to make the repairs.  When AWR attempted to make arrangements to send a contractor to her property to perform the repairs, Ms. [redacted] advised AWR that she already hired her own plumber to make the repairs.  Since January 26, 2016, AWR has attempted to contact Ms. [redacted] several times to discuss reimbursement for the repairs.  AWR is waiting to hear back from Ms. [redacted] in order to discuss reimbursement. 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.

As we explained in our previous responses, American Water Resources timely responded to Mr. [redacted] regarding the identical claims he reported on November 30, 2016 and December 13, 2016 and promptly advised him that the claims were not covered under the programs that he is enrolled in at AWR.  Any delay and/or alleged property damage Mr. [redacted] experienced in responding to his claims was the responsibility of Mr. [redacted], not AWR.  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 denied. Please contact me with any questions.  Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:
Though American Water Resources has reached out to me to resolve this issue they have still not yet done so.  I informed American Water Resources that I would comply with there request to resolve this issue/complaint with the Revdex.com only after I received a reimbursement check for the full amount of my repair.  I am still waiting for the check.  As soon as the check clears in my bank I will gladly resolve this with both the Revdex.com and American Water Resources.  
Regards,
[redacted]

[redacted] Resources (AWR) appreciates the opportunity to respond to your March 22, 2017 correspondence regarding the complaint filed by [redacted] was enrolled in AWR’s Water Line and Sewer Line Protection Program (Program).  He called AWR and elected to cancel his Program...

enrollment on June 21, 2016.   Due to technical issues involving our billing system, [redacted] cancellation request was not processed in a timely manner.  As a result, he was inadvertently charged for program fees after he requested cancellation. On March 22, 2018, [redacted] called AWR to inquire on the Program charges reflected on his water utility statement.  A customer service representative canceled [redacted] Program enrollment the same day but mistakenly did not backdate the cancelation to the original request date of June 21, 2016.  As a result, [redacted] initially received a partial refund in the amount of $57.24.  An additional credit in the amount of $359.41, reflecting the remainder of fees charged after June 21, 2016, has been applied to [redacted] water utility account.  The credit will be reflected on [redacted] next water utility statement.  AWR takes all consumer concerns seriously and we regret that this issue caused [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:
When AWR's contractor came to my residences there was no water in the sewer trap. AWR's contractor had me run all the sinks and continuously flush all the toilets for more than a half hour. After a half hour, the water started to slowly rising out of the sewer trap clean out plug. It rose about half way up in the sewer pit. The contractor went to his van and brought his snake into the house to clean the line. Then a second individual came and the two of them had a private discussion. After the discussion with second individual, the contractor took his snake and left my home. He told me to call AWR.If there is a severe backup pitch as they claim, it would not take over a half hour for the water to come out of the clean up plug. The contractor sat and watched the water running through the sewer line for a half hour. How could he claim that the pitch was the problem if he did not use a snake nor a camera in the sewer line to the road. Under normal usage since June 6, 2015 I did not see any water in the pit.  From this I come to the conclusion the contractor wanted to make money off of me by using AWR to claim these repair are needed. Under the service contract, I would like AWR to have someone come back to my house, snake the line and prove that there is a pitch as they claim. I applied on May 06, 2015 for the protection program. I was given effective date of June 6, 2015 on May 20, 2015. They took one month to give me an effective date. I called on the day I had coverage. I am a new owner of this property and not aware of any prior issues before June 6, 2015.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your July 8, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR reporting a water line leak. Mr. [redacted] accepted AWR’s resolution to settle the issue. A check was sent via overnight mail...

on July 13, 2015. We apologize for the delay.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 is 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 want to hear the recorded phone call. They said they have it and this is what they are basing their decision on, let me hear it. My documents show I purchased more than the Water & Sewer Protection Plan. The In Home Protection Plan was offered and purchased during that phone call.  Returning $29.88 doesn't correct the wrong. If they are willing to honor the $120 now but say they could not during the phone call, make no since to me. This act is dishonest. And it's clear they are trying to get out of fixing the problem I have. I purchased the triple protection plan $149.88, if you're not willing to honor this triple protection plan I paid $149.88 for, then give me all my money back. Otherwise this company is DISHONEST and looking out for #1 (themselves). I've read several complaints regarding this company and now my complaint is just another added to the MANY complaints online. To make me happy either honor the triple plan for $149.88 which is what you were paid for. On Jan. 30, 2016 I was told there was only a $16 difference between what I paid and the current triple plan package. Honor this and have a satisfied customer or give me all my money back and I will look else where for protection plans.   
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: They never returned any of my calls, and I called more than 20 times.They said they would review the phone recording from when the order was placed and get back with me. I ask to hear the recording for myself. They never called me back.I sent them a copy the offer they sent us and the reason we called them. The special was $120 for Water & Sewer protection, So why would we agree to pay $149.88. Why, because during that phone call they offered us an In-Home Emergency Protection and offered an additional discount if we accepted all three for a total price of $149.88$120.00 + $49.88 = 169.88 - $20 = $149.88-$20.00 discount for accepting their triple protection during that phone call. Ms. [redacted]

Complaint: [redacted]
I am rejecting this response because: I have a special offer paper from them and this was the reason I called to sign up for their offer. I am not able to attached it at this time because I am not at my home computer, if I you give me a fax number I fax the the offer which clearly shows their offer was $120 for both water and sewer protection. Why would I agree to pay $149.88 when the offer they sent me was $120. Because they offered me their triple protection package with a $20 discount if I acted "Right Now'.   I know I am 100% correct and I ask to hear the recording when the we called in and they so called said these things stated above. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2015 correspondence regarding the rejection filed by [redacted].AWR dispatched a plumbing contractor to investigate Mr. [redacted]’s problem. The contractor did not advise AWR that additional repairs were necessary under the Sewer Service Line Protection Program. He recommended to Mr. [redacted] that he replace his existing P-trap with a double-vented trap, which is not covered under the Program. If the contractor thought that the odor described by Mr. [redacted] was indicative of a problem, he would have pursued his investigation of the issue. AWR takes all consumer concerns seriously and we apologize 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:Again, the business can provide no proof that they contacted me or that I received the communication. I had no way of knowing that I had lost coverage since it had been automatically renewed for many years prior.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your September 12, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection program.  Mr. [redacted] attempted to contact AWR regarding notifications of...

non-payment that were mistakenly sent to him after he paid the annual fee for his program. An AWR representative called Mr. [redacted] on September 12, 2016 and September 15, 2016 to inform the customer that his payment was received and has been applied to his account.  During both attempts to contact Mr. [redacted], the AWR representative left messages advising the customer his account had been updated and to return our call in order to discuss further.  If Mr. [redacted] has any future concerns, he can contact [redacted] at ###-###-####.  We apologize for any inconvenience the customer may have experienced.  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.

American Water Resources (AWR) appreciates the opportunity to respond to your October 19, 2015 correspondence regarding the complaint filed by [redacted].[redacted] is enrolled in AWR’s Sewer Line Protection Program. On August 26, 2015, Mr. D[redacted] contacted AWR to report a back-up. AWR’s contractor...

determined that the sewer line required a repair. Once the repair is complete, we require the contractor to submit an invoice for the repair to AWR, not the customer, and we pay the contractor directly. Unfortunately, the contractor misunderstood the process and asked the customer to pay them for the repairs. The customer was repaid for the covered items listed on the invoice provided. We apologize for any inconvenience this may have caused the customer.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is 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 September 21, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program.  He contacted AWR on August 25, 2016 to report a sewer...

line back-up.  AWR dispatched a contractor who determined that Mr. [redacted] line had a blockage.  The contractor snaked, jetted and put a camera in the line.  The contractor advised AWR that the video revealed roots in the sewer line as well as a back pitched line.  AWR dispatched a contractor to re-jet the customer’s line and remove the roots on September 26, 2016.  Pursuant to the Program’s Terms and Conditions, AWR will not repair anything caused by a third party.  A back pitched line typically results from the improper installation of the sewer line by a third party.  We advised Mr. [redacted] that back pitched lines are not covered under the Program and it is the customer’s responsibility to repair the back pitch in his sewer line.  His claim remains denied.    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.

American Water Resources (AWR) appreciates the opportunity to respond to your February 12, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Insurance Policy and paid his premiums through his...

water utility bill. On October 5, 2015, AWR mailed Mr. [redacted] a letter notifying him of a past due balance.  The notice advised Mr. [redacted] to contact AWR by November 4, 2015 to avoid cancellation of his policy for nonpayment of policy premiums.  Mr. [redacted] did not contact AWR prior to November 4, 2015, and as a result, his policy was cancelled in accordance with the cancellation provisions stated in the policy.  AWR mailed a letter to Mr. [redacted] dated November 6, 2016 confirming the cancellation of his policy. Pursuant to the policy terms and conditions, when a customer pays via the water bill, payments are first applied to water utility charges and lastly to the policy premium.  At the time of cancellation, there was an outstanding balance of $95.65.  As a result, there is no refund amount due to the customer.  AWR takes all consumer concerns seriously and we apologize 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.

American Water Resources (AWR) appreciates the opportunity to respond to your March 29, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program.  He contacted AWR on March 24, 2016 to report a drain...

line clog.  An AWR claims representative assessed Mr. [redacted]’s concerns, and based on Mr. [redacted]’s description, it was believed that the clog was an internal line issue.  Internal drain line repairs are not covered under AWR’s Water Line and Sewer Line Protection Program.  As a result Mr. [redacted]’s claim was denied.  AWR is reviewing Mr. [redacted]’s claim and we have advised him to submit an invoice and proof of repair for re-evaluation.  We are waiting to receive the information from Mr. [redacted]. AWR takes all consumer concerns seriously and we apologize 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.

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2016 correspondence regarding the complaint filed by [redacted]. While reviewing Mr. [redacted]’s claim, AWR reviewed the phone recording of the enrollment call from May 8, 2015. The AWR representative informed Mr. [redacted] of all the programs offered by AWR.  Mr. [redacted] clearly stated that he wanted to enroll in the Water Line and Sewer Line Protection Program.  The representative confirmed the programs selected by Mr. [redacted] along with the annual cost of $149.88.  The representative also reviewed the Terms and Conditions, and Mr. [redacted] stated that he understood the representative’s explanation.  During the call, the representative also explained the benefits of AWR’s In-Home Plumbing Emergency Program and the additional cost of $3.99 monthly.  Mr. [redacted] stated that he wanted to enroll solely in the Water Line and Sewer Line Protection Program and the representative completed the enrollment according to the customer’s direction.  Mr. [redacted] is not enrolled in the In-Home Plumbing Emergency Program. On May 15, 2015, AWR sent Mr. [redacted] a confirmation of enrollment letter detailing the effective date, Program fee, and Terms and Conditions.  Mr. [redacted] was advised to contact our customer service department if he had any questions about his enrollment or did not agree with the information provided in the confirmation letter.  Mr. [redacted] did not contact AWR after receiving his confirmation packet. As a customer courtesy, AWR will refund the difference between the annual program fee presented to Mr. [redacted] via mail and the program fee confirmed by the customer service representative during the enrollment call.  Upon renewal, however, Mr. [redacted]’s annual program cost will be $149.88 for the Water Line and Sewer Line Protection Program.  AWR takes all consumer concerns seriously and we apologize 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.

[
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. In fact I would like to add that the manner in which this issue was resolve was highly professional. All my contacts with the company were handle in a fair process with immediate follow up. I would highly recommend this company. Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your July 13, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in the Sewer Service Line Protection Program (SLPP). She contacted AWR on February 7, 2015 to set up a...

claim for a backed up sewer line. AWR dispatched a contractor to the property on February 9, 2015 and the contractor cleared the line of the blockage that was causing the back up. On March 9, 2015, the same contractor revisited Ms. [redacted]’s property and again cleared the line. The contractor also conducted a video of the line and advised AWR that there was a back pitch in the line, which was communicated to the customer. Ms. [redacted] requested a second opinion regarding the back pitch, and we dispatched a second contractor to the property. The second contractor visited the property on or about March 12, 2015 and cleared the line. The contractor also videoed the line and confirmed in May 2015 that line was back pitched. Under the SLPP’s terms and conditions, AWR will not repair anything caused by any third parties such as back pitches. We advised Ms. [redacted] that her claim was denied because the sewer line was back pitched and we informed her that the SLPP would be cancelled since we are unable to provide her service in accordance with SLPP’s terms and conditions. We inadvertently did not cancel Ms. [redacted]’s SLPP until after she contacted us in July 2016; therefore, the customer will receive a refund representing her SLPP payments from June 2015 through July 2016. 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 September 28, 2016 correspondence regarding the rejection filed by [redacted] AWR is in the process of sending Ms. [redacted] the remainder of her refund. Ms. [redacted] refund is scheduled to be mailed overnight to her on October 11, 2016.  We apologize for any inconvenience the 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.