American Water Resources

Complaint: [redacted] I am rejecting this response because: This is a totally irresponsible and unprofessional policy and posture being exhibited by the businessIt borders on representation, in that the customer (me) is under the impression that the plan is in effect the entire time, as no notice to the contrary was ever sent out by the businessHad the consequences of such reckless disregard been any more serious than they were, we might now be having a much different dialogue at a much higher levelThat being said, I am given no alternative than to perhaps exercise that option Thank you Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your September 4, correspondence regarding the complaint filed by [redacted] [redacted] contacted AWR to report a water line leakAt the time of Mr [redacted] ’ call, his account was canceled due to delinquencyHis claim was deniedHowever, as a courtesy, AWR reevaluated Mr [redacted] ’ claim Upon further review, AWR agreed to make repairs to the water line leakMr [redacted] was informed of AWR’s decision and repairs are scheduled to be completed on or about September 15, Mr [redacted] was pleased with the decision AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] 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

I am very disappointed with the customer service, I have been trying for weeks to talk with a representative and it is useless I have phoned numerous times and ABSOLUTELY NO RESPONSE!! You pay for the service and then you DON't GET IT!! Where are the representatives that are suppose to help you???? VERY DISAPPOINTED!! Should I ever get to talk to someone, I will cancel!!!

American Water Resources (AWR) appreciates the opportunity to respond to your correspondence dated July 8, regarding [redacted] ’s rejection of AWR’s prior response In Mr [redacted] ’s rejection, he stated that he was double billed from [redacted] (***) and that he continues to pay only his current chargesAs we explained previously, due to the implementation of a new billing system, Mr [redacted] received two water utility bills within several days of one anotherThe two bills reflected charges for two separate billing periodsOur review of Mr [redacted] ’s [redacted] bills indicates that he received a [redacted] bill for the billing period October 10, to November 12, in which payment was due January 2, He also received a second [redacted] bill for the billing period November 13, to December 11, in which payment was due January 6, One of these bills was timely paid while the other was notAWR encourages Mr [redacted] to contact [redacted] for further explanation of his bills to resolve this matter Regarding those AWR customers who, like Mr [redacted] , are paying their program fees on their water utility bill, any payments are applied initially to the customer’s utility chargesAny amount received exceeding the utility charges are applied to AWR program feesIn Mr [redacted] ’s case, all of the payments Mr [redacted] has made to [redacted] since December have been credited to his utility charges onlyNo payments have been applied to his service line protection programs with AWR Once the balance to AWR is paid, we will assist Mr [redacted] with his sewer line issueIf Mr [redacted] already had his sewer line repaired, he may submit his itemized invoices along with proof of payment, and AWR will consider repaymentIf Mr [redacted] does not pay his past program fees totaling $his protection programs will be cancelled in accordance with AWR’s terms and conditions AWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] to file a rejection with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

Thank you for your reply and for the opportunity to further clarify the particulars as they affect the original complaint In synopsis form - my initial call(s) was placed at approx 10.00pm.....the first live human being I spoke with was at 11.05pm - I did not describe the issue as impacting my basement, for the simple reason that I do not HAVE a basement! - I am attributed to have said that I would not pay my bill until Jun 3, 2014.....this is true, as the current statement clearly showed a due date of Jun 3, 2014.....I offered to fax it to the party with whom I was speaking, but received no comment - the business states that my account is "...in arrears for a balance of $0.03...."I am insulted by that statement, and it is, moreover, not the amount cited by the party with whom I was speaking on May - further, the alleged past due balance of $is purportedly due to the business, [redacted] ***, and NOT to American Water Resources, LLC, ".....which does not provide or bill for this customer's sewer services."....this further suggests a conflict, as to the confusion and discrepancy over the parties bound by the contract and the involvement of a third party not mentioned in the contract - never did I request a refund for "...all.....paid in to the Plan" Again, ***, I appreciate your intercession and anticipated resolution and satisfaction Regards, [redacted]

We recently had a broken water line between the meter and the house I filed a request for service with AWR on Friday July 3rd and they sent a repair person out the following Monday and fixed the problem! I have nothing but praise for AWR

Can't get a hold of them on the phoneThey double charged me and I didn't authorize it

I have been a customer for a few years, never needed their service, thankgoodnessI did pay for all water line protection plans Then my credit card was billed twice for in home protection I have spent days and hours on the phone trying to rectify this, being put on hold, call back, wrong deptwhat a hassle,what a messAll for $ Is it really worth it ???

American Water Resources (AWR) appreciates the opportunity to respond to your June 1, correspondence regarding the complaint filed by [redacted] Roman" size="3"> Mrand Mrs [redacted] were enrolled in AWR’s Sewer Line Protection Program (SLPP) Mrs [redacted] contacted AWR on May 12, to report an odor in her home Mr [redacted] 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 [redacted] 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 [redacted] ’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 [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

This message is a follto the second rejection inquiry that [redacted] submitted on April 23, in connection with AWR’s denial decision to make further repairs to Mr [redacted] sewer line that AWR submitted on April 18, 2014.Mr [redacted] has requested that AWR no longer send him future solicitationsAs a result, AWR has further suppressed Mr [redacted] from all future solicitationsWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concernsPlease feel free to contact me if there are any questions regarding this matter

American Water Resources (AWR) appreciates the opportunity to respond to your September 29, correspondence regarding the complaint filed by [redacted] Roman" size="3"> MrA [redacted] has been enrolled in AWR’s Sewer Line Protection Program (SLPP) since Mr [redacted] called AWR on May 29, and advised AWR that he did not believe he enrolled in the SLPP In response to Mr [redacted] claim, AWR sent the customer a copy of his enrollment form for the SLPP on July 1, The customer called AWR on September 28, to cancel the SLPP We do not have a record of Mr [redacted] requesting to cancel his SLPP prior to September 28, AWR will cancel the customer’s SLPP as requested and will send Mr [redacted] a cancellation letter While we cannot agree to Mr [redacted] 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 [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 11, correspondence regarding the complaint filed by [redacted] *** size="3"> Mr [redacted] contacted AWR on August 28, to report a water line leak AWR immediately dispatched a contractor to investigate the problem Multiple factors contributed to the delay in completing the repair including applying for permits and obtaining utility mark-outs The repair was completed on September 8, While AWR does not typically reimburse customer’s for water loss, as a customer courtesy, we offered to repay a portion of Mr***’s water bill for the time AWR’s contractor required to find and repair the leakHis water bill will be credited accordingly Mr [redacted] is satisfied with the resolution 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:I don't think I will ever accept AWR's response after all the stress and agravation they have caused me, AWR has made an attempt to make part of this situation whole, but from the very start of my dealings with AWR to the last contact we had was nothing but total frustation, I hope I never have to deal with them again.This is not how a service company is suppose to operate Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your November 4, correspondence regarding the complaint filed by On [redacted] 2014, Ms [redacted] advised AWR that she inadvertently sent a check to AWRShe intended to send the check to a company, offering similar protection programs, with which she already had an accountAWR cancelled Ms [redacted] Program and processed her refundMs [redacted] was informed that it could take 30-days for her to receive a refund checkShe was dissatisfied with the informationAWR expedited the refund request and sent the refund check to Ms [redacted] on [redacted] *, AWR takes all consumer concerns seriously and we regret that this issue caused Ms [redacted] 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 investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your May 12, correspondence regarding the complaint filed by [redacted] ***Mr [redacted] correctly submitted his new banking informationThe change has been made to his accountThe next monthly program fee will be debited from the new account he providedAWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to Mr [redacted] concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your September 21, correspondence regarding the complaint filed by [redacted] Roman" size="3"> Mr [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program He contacted AWR on August 25, 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, 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

Complaint: [redacted] I am rejecting this response because: The process to refund customers is up to days which is ridiculousAWR should have refunded my payment with the same method it withdrew the fundsAWR representatives treat their customers as a dollars not as a valued customer and I would not have canceledThe representative did not care if I canceled or keep the product which worked for me[redacted]

We live on a acre horse ranch in Western Colorado with horses and goats which must be watered everyday or else they will die On December 22, 2015, our main water line broke Two of the horses are rescue animals and two others belong to a cousin in [redacted] and spend the winter with us due to the severe weather in the mountains Additionally, we allow friends and local neighbors to conduct riding seminars and private lessons in our large arena and riding trails Therefore, this incident had a detrimental effect on the entire community We called the American Water Resources (AWR) insurance company and they sent out a plumber from [redacted] Plumbing (12/22/15) The plumber informed us that he would repair the line, once WE found the leak The insurance company said that it was up to [redacted] to contact the leak detection company but since they had refused to do, we proceeded to contact him on our own After days of working with the leak detection company’s referral service (12/23/15-12/28/15), the leak detection technician contacted us(It took five days because the referral service sent the messages to the wrong phone number and the wrong e-mail address.) After two days, we were able to find the leak Due to the dispute with [redacted] Plumbing we contacted our own plumber, after getting permission from Lisa at American Water Resources to do so Due to the New Year’s holiday, we had to wait a week to dig up and repair the broken pipe On 1/2/a woman at American Water Resources disputed our claim since our plumber was “not on their list” When she was informed that Lisa had approved the use of our plumber, she said that she would “check into it and call us back”, which she never did She said [redacted] Plumbing was called on 12/30/and were supposed to have repaired the leak on 12/31/15, but nobody from [redacted] Plumbing ever contacted us Our water was finally restored on 1/5/16, which amounted to two full weeks without water The leak detection service charged $and the plumber charged $and the track hoe we used cost $plus $for a grand total of $ The insurance company did not compensate us for any of these expenses and has refused to return our calls In addition to this complaint, I’m filing a complaint with the Revdex.com, the [redacted] Regulatory Commission and since AWR doing business in more than just Colorado, the [redacted] which is part of the [redacted] In addition, we’re interviewing attorneys with plans of filing a class action suit American Water Resources is a fraudulent company which must be stopped through civil and criminal legal actions and the sooner the better We plan to inform as many people as possible in the western Colorado rural community so that they won’t do business with this company and cancel their policies, if they are already doing business with this charlatan We will also inform the [redacted] County Sheriff, (Sheriff [redacted] ) about our experience with this fraudulent company We have worked with the Sheriff’s Deptbefore on an international fraud case and got an article published in the local newspaper ( [redacted] Daily Press) This time, we plan to publish an article in the [redacted] Daily Press and the [redacted] and with hopes of getting it picked up on a national wire serviceOn the advice of my attorney, I am going to wait for one week (1/18/– 1/25/2016) before filing the additional complaints and charges with the Revdex.com, State and Federal agencies

American Water Resources (AWR) appreciates the opportunity to respond to your April 5, correspondence regarding the complaint filed by [redacted] Roman" size="3"> Ms [redacted] contacted AWR on April 4, to report a supply line leak Due to technical difficulties, we were unable to promptly dispatch a contractor to fix her leakAs 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

This company does NOT answer the phoneIt doesn't matter how many times I leave a call-back or wait...wait...wait...because their customer service agents are soooooo busy they NEVER get to me....I feel this entire company is a scamDon't be fooled