American Water Resources

Customer Service is horrific. Trying to get a problem resolved is horrific. I have enrolled in both the water & sewer programs. I was billed four times in one month & have spent two months JUST TRYING TO GET THROUGH to talk with someone. I was successful in talking with someone once (she was friendly). She was helpful in confirming with me that she saw I was billed four times & was due a refund; however, she said she could not resolve it. She gave me another number to call to resolve the billing issue. I have since been unable to get through. When I finally got through, the customer service rep hung up on me. I was not ranting or raving, but professional. I plan to be cancelling my service & going with another company. If I can't resolve a simple billing problem, I can just imagine what nightmare I would encounter if I had a water/sewer claim.

American Water Resources (AWR) appreciates the opportunity to respond to your June 28, 2014 correspondence regarding the complaint filed by [redacted] is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP). On July 18, 2014 the customer notified AWR that she was...

experiencing a leak on the drain line located directly under the center of her sink. The AWR claims representative reviewed the terms and conditions with [redacted] confirming that drain line leaks are not covered. The customer was dissatisfied with the explanation and stated she felt the leak could not be assessed over the phone. The representative asked several more clarifying questions to determine that the leak was not covered under the IHPP. In accordance with the IHPP terms and conditions, AWR will repair clogs or blockages of the customer’s drainage system; leaks or breaks of the drainage system are not covered repairs.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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2014 correspondence regarding the complaint filed by [redacted] Ms. [redacted] notified AWR on October 29, 2014 that she was experiencing a water line leak. AWR dispatched a contractor to investigate...

the issue. Upon investigation, the contractor detected that the customer’s water line appeared to be made of [redacted] but he could not confirm the pipe material until excavating the area to expose the water line. The customer was informed that pursuant to the Terms and Conditions of the Water Line Protection Program (WLPP), AWR does not repair service lines that have been the subject of a recall or class action litigation, such as [redacted]Prior to the scheduled repair on November 5, 2014, Mr. [redacted] contacted AWR to inquire about replacing the water line instead of making a repair. AWR’s specialist informed the customer that AWR approved a repair but he could speak with the contractor about replacing the entire water line at his own expense. AWR’s contractor excavated, exposed the water line and confirmed that the water line was made of [redacted] As a courtesy, AWR paid the costs to repair the water line. The customer chose to have the remainder of the line replaced and paid the contractor directly. Ms. [redacted]’s water line issue has been resolved and this claim is considered closed.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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

I was going over my bills and noticed that I had sent a duplicate payment . AWR cashed the second check on August 26,2016. I was told I would receive my refund within a month. I called two weeks later asking where my refund check was. I was told their billing system had been down since July. I told them I didn't want excuses and connect me with a supervisor. I was connected to Brandon [redacted] When I told him I wanted my money, he said the same thing about the system being down. I asked for a management number or name of a higher up. He said there was no number he could give me. I told him when my contract was up, I was cancelling service. He was rude. He wanted to be treated with respect. First, you have to show respect.

American Water Resources (AWR) appreciates the opportunity to respond to your June 15, 2016 correspondence regarding the rejection filed by [redacted].
Mr. [redacted] contacted AWR to set-up a claim reporting a sewer line back-up. AWR dispatched a contractor to investigate the problem. The contractor determined that there was an issue with Mr. [redacted]’s sewer line and that a repair was necessary. However, 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 renovation. Our contractor explained that the home was vacant and undergoing renovation, which was confirmed by the General Contractor onsite during his investigation. Attached is the contractor’s statement. Therefore, AWR will not repair Mr. [redacted]’s sewer line under the SLPP.

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, 2016 correspondence regarding the complaint filed by [redacted].

size="3"> Ms. [redacted] contacted AWR to enroll in the Water Line and Sewer Line Protection Program on April 20, 2016.  On April 23, 2016, Ms. [redacted] informed AWR that her card was mistakenly charged $50.00.  After further investigation, AWR determined that a full refund of $50.00 will be issued to the customer.   We apologize for 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.

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

Complaint: [redacted]
I am rejecting this response because:
Complaint: [redacted]
I am rejecting this response because:
As was the case with many [redacted] customers, the double-billing referred to by business was not well received and many, like myself, continued to pay our CURRENT bill in a timely manner. I take further issue with the explanation given here for the following reasons:
- if such was true that my indebtedness to AWR was unpaid, why was I not advised of same by the payee?
- when the incident occured, I was advised that it could not be addressed because the bill to the business, NOT AWR, was past due. There seems to be some confusion as to whom the complaint is filed against. If it should be filed against AWR, please advise.
Finally, as I explained to the individual from AWR who called me, I will not discuss the matter via any means other than through the proper complaint channels as provided by the Revdex.com mediator.
Thank you.
Regards,
[redacted]
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.

American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your June 4, 2014 correspondence regarding the complaint filed by [redacted].
Mr. [redacted] is enrolled in AWRT’s Sewer Line Protection Program (SLPP). On June 2, 2014, Mr. [redacted] called...

AWRT and stated that he was experiencing a blockage in his sewer line and that he has a private contractor on his property to investigate the issue. AWRT informed Mr. [redacted] that in accordance with the SLPP’s Terms and Conditions, AWRT will not repay costs incurred from hiring a private contractor.
On June 4, 2014 Mr. [redacted] called AWRT to report that he was experiencing issues in his sewer line. The SLPP terms and conditions were reviewed with the customer, including the $50 service fee; the customer agreed to the terms and conditions. AWRT dispatched an independent contractor to the customer’s home. Upon investigation, the contractor found the sewer line was open and functional, and he determined that no additional repair was necessary. Mr. [redacted] was unhappy that he had to pay the service fee. He stated that he told the AWRT claims representative that his sewer line was cleared. AWRT believes that there was a miscommunication between AWRT and Mr. [redacted], because if the AWRT claims representative understood that Mr. [redacted] was not experiencing a sewer line backup, they would not have dispatched a contractor to the customer’s residence.
On June 6, 2014, Mr. [redacted] called AWRT and stated that he was experiencing another blockage on his sewer line. AWRT dispatched a different independent contractor to the residence and waived the service fee. Upon inspection, the contractor determined that repairs were necessary to fix Mr. [redacted]’s sewer line. The work is scheduled to be completed on June 13, 2014.
AWRT 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. Should you have any questions, please do not hesitate to contact me. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your April 6, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Ms. [redacted] was enrolled in AWR’s In-Home Plumbing Plus Program (IHPPP) effective April 25, 2015.  She contacted AWR on June 26, 2015 to report a clogged tub as well as other claims.  AWR dispatched a contractor to investigate the claims and discovered a leak in the tub’s drain line.  In order to repair the leak, the contractor required access to the pipe, which was internally located in the ceiling.  Pursuant to IHPPP’s terms and conditions, AWR will not repair any openings made in walls, ceilings or surfaces inside a customer’s home for AWR’s independent contractor to access a supply or drainage system.  Therefore, Ms. [redacted] was advised to hire a private contractor to cut and repair the ceiling.  Ms. [redacted] hired a contractor to open the ceiling, and AWR completed the repair to the leaking pipe and unclogged the tub on June 30, 2015.
On July 20, 2015, Ms. [redacted] contacted AWR to report her sink was clogged.  AWR dispatched a contractor to investigate the claim and determined that in order to unclog the sink, the drain must be snaked; however, Ms. [redacted] did not want the drain snaked.  As a result, the contractor could not repair the clogged sink.
On March 26, 2016, Ms. [redacted]’s IHPPP was cancelled due to a payment failure. Ms. [redacted] contacted AWR on April 5, 2016 requesting that AWR remove the clog in the drain line and pay for damages to her ceiling.  AWR advised the customer that we were not responsible for the damaged ceiling and that we could not perform any repairs to her drain line because she is not enrolled in IHPPP.
AWR has reviewed Ms. [redacted]’s claim and we determined that a refund will not be issued and her claim remains 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 March 23, 2016 correspondence regarding the complaint filed by [redacted].
AWR dispatched a contractor to Ms. [redacted]’s home to repair a water line...

leak. The contractor determined that repairing the line would resolve the leak and a full line replacement was unnecessary. The leak was repaired on September 22, 2015. While we maintain that the problem was repaired in accordance with the Program Terms and Conditions, as a good faith gesture, AWR will reconsider Ms. [redacted]’s request. We tried contacting the customer, but we have not received a response. Ms. [redacted] may forward her detailed invoice and proof of payment to Elizabeth W via fax ([redacted]) or e-mail ([redacted]).
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.

American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your June 4, 2014 correspondence regarding the complaint filed by [redacted]
[redacted] is enrolled in AWRT’s Water Line (WLPP), Sewer Line (SLPP), and In-Home Plumbing Emergency Protection Programs...

(IHPP). On May 31, 2014, [redacted] called AWRT to report that her credit card had been compromised which resulted in her providing AWRT with a different credit card to pay her monthly program fees. Due to a technical issue, [redacted]’s original credit card was charged rather than the new credit card she provided. Since the incorrect credit card was charged, AWRT explained that a refund check in the amount of $25.15 will be issued. [redacted] was unhappy with the time frame necessary to receive her refund. Due to the dissatisfaction expressed by [redacted], her refund check has been expedited. Per [redacted]’s request, the WLPP, SLPP and IHPP have been cancelled as of June 3, 2014. We apologize for any inconvenience [redacted] experienced.AWRT takes all consumer concerns seriously and we apologize 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. Should you have any questions, please do not hesitate to contact me. 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].
Roman" size="3"> 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 April 17, 2014 inquiry regarding the complaint filed by [redacted], who is the brother of the account holder, [redacted] has been a customer of AWR’s In-Home Plumbing Emergency Protection...

Program (IHPP) since July 28, 2011. On April 16, 2014, [redacted] called AWR and reported that he was experiencing a crack on the cast iron pipe of his drain line that was causing it to leak. In accordance with the IHPP’s Terms and Conditions, AWR will not cover repairs to any leak or break of Your Drainage System that does not cause a clog or blockage. Subsequently, AWR will stand by its denial of [redacted]’s claim in which he requested repairs to his drain line. AWR takes all consumer concerns seriously and we regret this issue caused [redacted]’s brother 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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2014 correspondence regarding the complaint filed by [redacted]
Mr. [redacted] enrolled in AWR’s Sewer Line Protection Program (SLPP) on May 15, 2014. AWR sent Mr. [redacted] a...

confirmation letter which indicated that there would be a SLPP price increase effective July 1, 2014. Mr. [redacted] daughter called because she was unhappy with the change and wanted to keep the original price for at least one year. Otherwise, she wanted to cancel the SLPP. AWR investigated this issue in an effort to accommodate Ms. [redacted] request. AWR can only honor current pricing, and the new price will be effective for all [redacted] SLPP customers regardless of their effective date. As a result, Ms. [redacted] request to cancel the SLPP has been processed.
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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your December 29, 2015 correspondence regarding the complaint filed by John [redacted]
Mr. [redacted] enrolled in the Sewer Line Unlimited Protection Program on November...

23, 2015. Pursuant to the Program Terms and Conditions, customers have a 30 day waiting period before they are eligible to file a claim. When Mr. [redacted] called AWR to report a sewer line problem on November 30, 2015, only 7 days after his enrollment, he acknowledged that he understood that he was still within his 30 day waiting period. Despite this, he wanted a contractor to investigate the problem to see if it related to a repair that was made in 2010 when he was enrolled in the Sewer Line Protection Program (which he canceled shortly after the repair was made). Unfortunately, at some point during this call, the AWR representative mistakenly told Mr. [redacted] that he was eligible to file a claim. Thereafter, AWR realized the error, and informed Mr. [redacted] that he was not eligible yet to file a claim.Notwithstanding, AWR sent a contractor to Mr. [redacted]’s home to investigate whether the current sewer line issue related to the previous repair. The contractor advised AWR that the current problem is not related to the 2010 repair.
AWR will not repair Mr. [redacted]’s sewer line because his Program was not effective when his sewer line issue occurred. In order to remain in the Program, Mr. [redacted] must have his sewer line repaired and submit proof of repair and proof of payment. Once we receive the required documentation, Mr. [redacted] will be able to set-up a claim in the future. Otherwise, his Program will be cancelled in accordance with the terms and conditions.
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 December 2, 2015 correspondence regarding the complaint filed by [redacted].
Mr. [redacted] is a customer of AWR’s Sewer Service Line Protection Program. On November 30, 2015, Mr. [redacted] called to report a sewer backup...

and a bad odor. The AWR claims representative dispatched a contractor to investigate the problem. The contractor found that Mr. [redacted]’s sewer line was not showing any indication of a blockage. The contractor advised that repairs were not necessary, because Mr. [redacted]’s sewer line was working properly. If Mr. [redacted] experiences a backup in the future, we encourage him to contact AWR. 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 inquiry dated February 12, 2014.
Ms. [redacted] contacted AWR to enroll in the Water Line, Sewer Line, In-Home Plumbing Emergency Program...

offered by AWR. When her address was entered, it was paired with the tenant’s name instead of her name. The issue has been corrected. Ms. [redacted]’ name is correctly listed as the account holder and a new confirmation packet was sent to her. The issue with her name did not affect her enrollment in the Protection Programs. We apologize for any inconvenience this may have caused Ms. [redacted].
AWR strives to provide excellent customer service and we regret this issue caused Ms. [redacted] to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.