American Clearinghouse

American Water Resources (AWR) appreciates the opportunity to respond to your April 21, 2016 correspondence regarding the rejection filed by [redacted]. As we previously responded, AWR was unable to repair a clog on Ms. [redacted]’s drain line when she contacted us on April 5, 2016 because her enrollment in the In-Home Plumbing Plus Program (IHPPP) was cancelled due to a payment failure.  AWR also advised Ms. [redacted] at that time that we were not responsible for repairing her ceiling under the IHPPP’s terms and conditions.  Ms. [redacted]’s claim remains denied and a refund will not be issued.  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.

Complaint: [redacted]I am rejecting this response because:In February, the original plumber American Water sent on 03/7/2017 wrote “Previous video inspection revealed masses of root.  Recommend following through with proposal to dig and repair.”  A copy of his work order is attached. He did not say anything about improper installation or belly.  The next call to American Water the agents said that American Water will wait until there is another back up, and will send a plumber again to fix the problem. Since then American Water had other plumbers come and perform video inspections, American water agents started saying that there is a “belly” in the sewer line and that is not covered.Regards,[redacted]
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2016 correspondence regarding the complaint filed by [redacted] Mr. [redacted] contacted AWR on May 16, 2016 to report that his toilet was backing up.  AWR dispatched a contractor to investigate the...

claim and he found that the customer’s main sewer line was not clogged – it was open and flowing.  Mr. [redacted] contacted us again on May 27, 2016 to report that he was experiencing the same issue he reported on May 16, 2016.  AWR dispatched a contractor who snaked the sewer line.  The contractor advised AWR that the line was clear and that there were no signs of a sewer line problem.  As a result, no additional repairs were recommended.  We encourage Mr. [redacted] to contact AWR if he experiences another problem in the future.  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 June 30, 2016 correspondence regarding the rejection filed by [redacted].On October 21, 2015, AWR received Ms. [redacted]’s request to cancel her programs and receive a refund for payments made after she sold her property in June 2015. AWR sent Ms. [redacted] a check in the amount of $8.48 on November 19, 2015 and another check in the amount of $18.99 was sent to her on June 20, 2016. Her total refund was $27.47.

Complaint: [redacted]
I am rejecting this response because:this is unacceptable  this is not a resolution
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. The [redacted] are customers of the Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned sewer...

lines. Please be advised that the SLPP is not an insurance contract. Mrs. [redacted] contacted AWR to report a sewer line backup. AWR dispatched a contractor who cleared the blockage. AWR was advised that roots were removed from the customer’s sewer line. The issue was resolved; as a result, no additional repairs were recommended. Pursuant to the SLPP terms and conditions, if the clog or blockage is cleared, no other repairs will be made. Accordingly, the [redacted]’ request for repayment 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.

Complaint: [redacted]
I am rejecting this response because:The issue AWR stated about the pressure relief has no bearing on the fact that AWR took 6 WEEKS to perform a simple task to repair a water line that was broken and leaking profusely. AWR is a major corporation that should have a better handle on how to repair a broken water line.I do not mean to sound rude ,but the way AWR handled this EMERGENCY LEAK ,that's the key word EMERGENCY.shows that the do not belong in the buiseness of doing EMERGENCY water line repairsTHERE EMERGENCY REPAIR TOOK OVER 6 WEEKS, WHAT PART OF THIS DO THEY HAVE TO RECONSIDER,MY WATER /SEWER BILL WAS HERENDOUS BECAUSE OF THEIR NEGLIGENCETHIS IS NOT ACCEPTABLE
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there is not one part of AWRs response that satisfies any reasonings why it took 6 weeks/42 days to do an EMERGENCY water line breakLets look at the facts the actual facts2-24-16 The contractor shows up and yes it was raining , but the first thing the contractor says to me is that they have to hire a leak locating company to locate the leak , this is    AWRs policy and it was a requirement , He also stated that he could hear the water running and there was a major leak ,with a large amount of constant water loss. The fact that it was raining had no impact on what was to be done this day, the contractor himself told me he was here to look the job over only, and to verify that there was a leak. everything he wanted to do this day he could do even though it was raining           The leak locating company did not show up for aproximatly 10 days. I called AWR and stated there was no movement on my repair and I was concerned about the water loss and the cost of my next water bill, there exact answer to me was not to worry about the water bill because the water company would make deductions ,for the water loss and I would only have to pay a small portion.Major question here, at this point AWR and the Contractor know they have to get a permit , why did the not apply at this time why did they wait for 2.5 more weeks after the contractor's original visit to apply for a permit , This is a prime example of why this EMERGENCY water repair took 6 weeks.AWRs next statement that" the contractor had to determine how the water line would be repaired". REALLY ,a major plumbing contractor has to determine how he is going to fix a broken water line. You seem to be trying to state that it took a couple days to DETERMINE how to fix a broken water line , they knew how they were going to fix the water line before they even got here.You cut out the broken piece and install a new section of line at the breakAWRs next statement that they had to apply for the permits and utility markouts. The contractor actually sent the permit application into township via the united states post office mail, they actually call it snail mail for a reason , This permit could have been hand delivered to the township and if the Township was told it was an emergency water line break , the township would have given an approval to start the repair immediately, its done all the time .This EMERGENCY water line repair was not handled as an emergency , it was handled like there were amature's doing the job, with no urgency neededThe next statement says you had to apply for utility mark outs, this is a simple procedure ,it so simple its called "ONE CALL". you make one call and you are guaranteed that within 48 hours the utilitys will be marked out, this is not a time consuming process and should not hold up the repair. The day the contractors showed up they told me they were waiting for the markouts, so once again there was no preparation such as scheduling this and calling it in a couple days in advance.OK ,this final statement makes no sense at all ,AWR states that "however obtaining utility markout's and permit approval from the township was further delayed ,due to the township office closing and adverse weather conditions. MAN what a crock ,I received a call fron the contractor that they had been notified by township that the permits were ready and the contractor was going to send a check for the permits once again VIA UNITED STATES POST OFFICE, this is how I found out that they applied for the permits this same slow way,I went ballistic and insisted that the drive over and get the permits that dayI was loosing so much water that it ended up costing me about $30 to $40 dollars a day , for every day the water line was not repaired ,I pleaded with the contractor ,and AWR to no avail, the contractor did not care about my wants ,I  was not the customer ,AWR does not have a clue how to handle EMERGENCY water line repairs. This whole affair has been one debacle after another and once again Im here at the computer writing another letter trying to get a resolution to something tha should never have been this way, this is a disgraceThis is no way to do business. Iam not going to stop until this situation is resolved to my satisfaction, IAM WILLING TO TAKE THIS ISSUE TO ARBITRATION , IVE REQUESTED ARBITRATION 4 TO 5 TIMES AND NOTHING HAPPENS ,I AM PREPARED TO TAKE THIS MATTER TO SMALL CLAIMS COURT ,BUT AWR WILL NOT RELEASE THE NAMES TO BE IDENTIFIED IN THE CASE. I WILL NOT ALLOW THIS TO STOP TILL JUSTICE IS DONE                            [redacted]
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 5, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR on April 4, 2016 to report a supply line leak.   Due to technical difficulties, we were unable to promptly...

dispatch a contractor to fix her leak. As a result, Ms. [redacted] privately hired a contractor to complete the necessary repair.  Ms. [redacted] submitted the required documentation verifying the repair was completed.  Given the extreme circumstances, AWR agreed to repay the customer for her out of pocket expenses.  We regret any inconvenience Ms. [redacted] may have experienced. 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 April 1, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in AWR’s Water Line and Sewer Line Protection Programs.  In November 2015, Ms. [redacted]’ programs were scheduled for...

renewal, but AWR was unable to process the renewal because we did not have updated payment information due to problems with Ms. [redacted]’ credit card. On November 23, 2015, AWR sent Ms. [redacted] a letter asking her to update her payment information within 30 days to avoid program cancellation.  AWR did not hear from Ms. [redacted] and her programs were cancelled.  AWR advised Ms. [redacted] that she may re-enroll in AWR’s programs by contacting our customer service center and providing proof of repair of her sewer line along with her enrollment information.  We further advised Ms. [redacted] that the effective date of her program with AWR is 30 days after the enrollment is processed.  Ms. [redacted] was also informed that her re-enrollment would not affect the status of her claim, which would remain denied.  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 November 2, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP).  The debits for Mr. [redacted]’ regularly scheduled July, August,...

September and October program fees for his WLPP were delayed due to technical issues involving AWR’s billing system.  As a result, the program fees for July and August were charged to his account on August 17, 2016.  Mr. [redacted] was charged on September 21, 2016 for his September monthly program fees and October 5, 2016 for his October monthly program fees.  Mr. [redacted] was inadvertently charged for unused program fees on October 17, 2016. AWR will refund Mr. [redacted] shortly for unused program fees charged on October 17, 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 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 June 7, 2016 correspondence regarding the complaint filed by [redacted]. On October 21, 2015, AWR received Ms. [redacted]’s request to cancel her program enrollment via mail.  She requested a refund for payments...

made after she sold her property in June 2015.  It is the customer’s responsibility to cancel their account at the time they sell their home as AWR would otherwise have no knowledge of the transaction.  As a good faith gesture, AWR will mail a refund check to Ms. [redacted] for program fees paid to AWR after the sale of her home.  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.

Complaint: [redacted]
I am rejecting this response because: As I suspected this business's history of deceptive and predatory business practices are still standing bright and clear for all to see.  This company failed to include in their deceptive response to your inquiry that they initiated two transactions in regards to my CLOSED ACCOUNT.... One, seemingly an attempt to appear as though they were crediting my bank  account with the refund that has been due since June 9,2016 when the account for their services which was never activated was closed and a second transaction whereas what seemed to be the credit for the refund that I am STILL DUE was DEBITED FROM MY BANK ACCOUNT MEANING THAT NOT ONLY DID I NOT RECEIVE MY REFUND, THEY DEBITED MY BANK ACCOUNT FROM A CLOSED ACCOUNT WHICH TO MY UNDERSTANDING IS ILLEGAL.  THE DATES THAT THEY INDICATED TO YOU FOR MY REFUND HAVE COME AND GONE AND STILL I HAVE NO REFUND
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your May 31, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP).  On August 27, 2015, Mr. [redacted]’s water company contacted AWR to report a...

water line leak at the customer’s property.  An AWR independent contractor was dispatched and found that Mr. [redacted]’s meter pit was collapsed and needed to be replaced.  The contractor repaired the water line leak and AWR advised Mr. [redacted] of his responsibility to repair the meter pit.  Pursuant to the Program Terms and Conditions, AWR will repair a customer’s water line from the point where it connects to the water utility’s system to the water meter or main shut-off valve inside the customer’s home.  It does not include the water meter pit. On October 27, 2015, Mr. [redacted] notified our contractor that his ground was sinking at the repair site.  The contractor re-evaluated the repair site and noted that the water meter pit had not been repaired.  The contractor notified AWR and we advised the customer of his responsibility to replace the meter pit. Mr. [redacted] had the meter pit replaced on December 28, 2015.  At that time, the contractor found another water line leak.  Repairing the water line leak was covered under the WLPP.  However, repairing the water meter pit is not covered under the WLPP and AWR will not repay Mr. [redacted] for the cost of the repair. Mr. [redacted] was informed that the restoration following his water line repair in December 2015 would be completed in the spring.  Restoration was completed on May 31, 2016.  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.

Complaint: [redacted]
I am rejecting this response because:[redacted] who they sent did a terrible job and had the worst customer service ever.  They never informed us about a collapsed pit.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have not heard back on the arbitration process.Nor have I heard back as to why AWR believes all "Bellied" pipes are caused by faulty installation.
Regards,
[redacted]

As we explained in our previous responses, the Program does not cover repairs to shower heads or shower valves, which was communicated to Mr. [redacted] on multiple occasions.  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.

American Water Resources (AWR) appreciates the opportunity to respond to your August 22, 2016 correspondence regarding the complaint filed by [redacted]. As previously reported, AWR contacted Mr. [redacted] and reviewed AWR’s position and its suggested resolution with the customer.  Mr. [redacted] understood and accepted AWR’s offer to resolve the issue.   We are in the process of forwarding funds to Mr. [redacted] in connection with the resolution of this matter.  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.

Complaint: [redacted]
I am rejecting this response because: As they requested, I sent copies of all invoices to American Water Resources and have not heard back from them as of today (4/7/16).
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 20, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in the Water Line Protection Program (WLPP). He contacted AWR on February 23, 2016 to set up a claim for a leaking water...

line. AWR dispatched a contractor who arrived at Mr. [redacted]’s property on February 24, 2016 to investigate the leak and determine a course of action. It was raining that day, so the contractor was unable to locate the leak. The contractor later engaged a leak detection company to pinpoint the leak, which prolonged the process. Once the contractor determined how the water line would be repaired, the contractor had to apply for the required permits and utility mark-outs. However, obtaining utility mark-outs and permit approval from the township was further delayed due to township office closings and adverse weather conditions. The water line leak was repaired on March 30, 2016 and upon inspection by the township, the inspector informed AWR’s contractor, for the first, time that additional attachments along the water line had to be replaced before he would approve the repair. The contractor had to order the parts because he was not aware of the need to install them while repairing the water line leak. The additional water line attachments are not covered under the WLPP and the need for them was not communicated to the contractor prior to the inspection. In accordance with the Program Terms and Conditions, AWR will not repair or replace any connections and/or extensions to a customer’s water line such as pressure reducing valves and expansion tanks. Additionally, AWR will not pay for lost water costs. As a customer courtesy, AWR paid to replace Mr. [redacted]’s pressure reducing valve and expansion tank at the time of repair. However, we are not willing to cover the cost of lost water.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.