American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your July 3, 2014 correspondence regarding the complaint filed by [redacted].In July of 2013, Mr. [redacted] enrolled in AWR’s Sewer Line Protection Program (SLPP). On June 20, 2014, Mr. [redacted] called to notify AWR that he...

experienced a sewer line back up a few days prior due to heavy rains. AWR’s representative asked the customer if he was currently experiencing a back up and Mr. [redacted] responded "no." The customer was advised that in accordance with the Terms and Conditions of the SLPP, AWR will not repair anything caused by natural acts such as flooding. Mr. [redacted] was dissatisfied with the denial and elected to cancel his SLPP. On July 3, 2014, Mr. [redacted] again called AWR and stated that he wanted his sewer line repaired. Each time Mr. [redacted] called AWR, he explained that his sewer line only backs up during times of heavy rainfall. If Mr. [redacted] sewer line was clogged or blocked, he would continually experience back ups even during times of no rainfall. Given the description that Mr. [redacted] provided to AWR, it was determined that his issue is not covered under the SLPP. Mr. [redacted] request for repayment of out-of-pocket expenses incurred due to hiring a private plumber remains denied.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 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.

American Water Resources (AWR) appreciates the opportunity to respond to your April 21, 2016 correspondence regarding the rejection filed by [redacted].
AWR received and reviewed the documentation provided by Mr. [redacted].  We worked with him to resolve his concerns and he is satisfied with the resolution.

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 21.
- further, the alleged past due balance of $0.03 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, [redacted], I appreciate your intercession and anticipated resolution and satisfaction.
 
Regards,
 
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 30, 2014 inquiry regarding the complaint filed by [redacted].
On April 6, 2014, Ms. [redacted] called AWR and stated that she was experiencing a leak on the main water service line of her residence. An...

independent contractor dispatched to Ms. [redacted]’ property advised AWR that Ms. [redacted]’ water line is galvanized and a repair to the water line would not resolve the issue. There was a delay in obtaining proposals from the independent contractor concerning the replacement of the water line. Consequently, AWR received and approved a proposal and directed the contractor to make a full water line replacement, which was recently completed. We are sorry for any inconvenience Ms. [redacted] may have experienced involving the delay in replacing her water line.
AWR takes all consumer concerns seriously and we regret 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.

impossible to contact - long wait on phone 30 minutes finally took call back after several trys - given another number to contact - another wait. company double charged in
aug.and Sept. - actually sent letter admiting error - called in oct. because no refund made - called today and got no where after waiting month for refund. now waiting for another call back

American Water Resources (AWR) appreciates the opportunity to respond to your March 26, 2015 correspondence regarding the complaint filed by [redacted].Ms. [redacted] stated that she enrolled in AWR’s Water Line Protection Program (WLPP) for the year of 2012 only, and that AWR continued to charge...

her beyond 2012. AWR retrieved Ms. [redacted] signed enrollment form which indicates that Ms. [redacted] elected to have AWR debit all subsequent monthly charges from the account she provided until she notified AWR of a change or cancellation. Additionally, Ms. [redacted] mentioned that because she received mailers from AWR, she assumed that her WLPP coverage was expired. Please be advised that the mailers the customer received were regarding additional protection programs that AWR offers to its customers. Ms. [redacted] cancellation in the WLPP was processed and effective on the date of her request, March 20, 2015. Furthermore, Ms. [redacted] mentioned that she had an unpleasant experience with AWR’s representative. As a result, this issue has been forwarded to the quality assurance team who will further address this matter.  Since Ms. [redacted] voluntarily enrolled in the WLPP and elected to have AWR debit a monthly charge from the account she provided, which is verified by her signed enrollment form, no program fees will be refunded to the customer. 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 responsive to the Ms. [redacted] 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 November 4, 2014 correspondence regarding the complaint filed by On [redacted] 2014, Ms. [redacted] advised AWR that she inadvertently sent a check to AWR. She intended to send the check to a company, offering...

similar protection programs, with which she already had an account. AWR cancelled Ms. [redacted] Program and processed her refund. Ms. [redacted] was informed that it could take 30-45 days for her to receive a refund check. She was dissatisfied with the information. AWR expedited the refund request and sent the refund check to Ms. [redacted] on [redacted], 2014. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your April 1, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> 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 May 8, 2014 inquiry regarding the complaint filed by [redacted].
Ms. [redacted] called AWR on May 8, 2014 regarding her Water Line Insurance Policy (WLIP) and Sewer Line Insurance Policy (SLIP). During the...

call, Ms. [redacted] stated that she had sent a check to AWR to renew her WLIP and SLIP but did not receive a confirmation letter.
Upon investigation it has been confirmed that AWR had sent Ms. [redacted] a combined WLIP and SLIP renewal form which Ms. [redacted] filled out and returned with a check to AWR. Inadvertently, Ms. [redacted]’ check was not applied to her account, which indicated why her account reflected that her policies were expired. AWR has since corrected the issue with Ms. [redacted]’ policies and sent her a confirmation letter via email. Typically, AWR does not issue confirmation letters to customers upon renewal; customers will only receive confirmation letters upon renewal if they made a change to their policy.
If Ms. [redacted] would like to cancel her insurance policies, AWR will refund Ms. [redacted] the amount she paid to renew the policies. However, we hope that Ms. [redacted] will continue to be a customer of AWR as we truly appreciate her business.
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. 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 11, 2014 correspondence regarding the complaint filed by [redacted].
Mr. [redacted] enrolled in AWR’s Water Line and Sewer Line Unlimited Protection Program. On May 22, 2014, Mr. [redacted] spoke with an AWR representative and stated that he was experiencing a sewer back up in his basement. AWR’s representative informed Mr. [redacted] that his payments were past due and that an independent contractor would not be dispatched to his home until he was current on his payments.
In Mr. [redacted]’s complaint, he states that he was looking at his bill during the time of the phone call and alleged that he was not past due on his payments. AWR reviewed Mr. [redacted]’s water bill records and they reflect that Mr. [redacted] is five months past due on his program fees. AWR attempted to call Mr. [redacted] on June 20, 2014 to discuss his water bill as well as payment options.
Essentially, if Mr. [redacted] wishes to pay his past program fees, then AWR will dispatch an independent contractor to investigate his sewer line issue. In the event that Mr. [redacted] already hired a private contractor to conduct the repair, he may submit his itemized invoices and proof of payment for AWR to review them and consider a repayment. However, if Mr. [redacted] decides not to bring his payments to date, then his program will be cancelled in accordance with the program 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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

6/4/2014
Ref:  Revdex.com#[redacted]
Dear Ms. [redacted],
[redacted] has provided the Revdex.com all available [redacted] company records in regard to Mr. [redacted]’s dispute. His desired resolution of “Compensation and refund for monies paid for misleading contract, as well as fees paid for immediate resolution of the issue” should be, according to American Water Resources LLC, addressed to American Water Resources LLC through a New Jersey Revdex.com complaint. They are the administrator the Sewer Line Protection Plan, and all disputes regarding the contract for that Plan and any denial of service dispute should be addressed to them.

American Water Resources (AWR) appreciates the opportunity to respond to your August 11, 2015 correspondence regarding the complaint filed by [redacted]
face="Calibri">[redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program. On August 5, 2015, [redacted] called AWR to report a water line leak. Her claim was initially denied due to information provided by our contractor describing that the customer’s water line was not up to code. Nevertheless, AWR re-evaluated [redacted]’s claim and dispatched a contractor to repair her water line. The repairs were completed on August 14, 2015 and [redacted]’s water service was restored. [redacted] was satisfied with the repair.
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 7, 2016 correspondence regarding the complaint filed by Ms....

[redacted]
Ms. [redacted] was enrolled in AWR’s Water Line Protection Program.  The monthly fee for the program is $6.50, which was automatically charged to Ms. [redacted] account each month.  The charges for her regularly scheduled July and August program fees were delayed due to technical issues involving AWR’s billing system.  As a result, the program fees for July and August were charged to her account on August 17, 2016.  The additional charges were also the result of technical difficulty. 
Per Ms. [redacted] request, her program has been cancelled and we will issue a credit in the amount of $32.50, which is the sum of the program fees charged to her account in August 2016.  We apologize for any inconvenience this has caused the customer.
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 December 30, 2015 correspondence regarding the rejection filed by [redacted].
As we explained in our previous responses, AWR sent a contractor to Mr. [redacted]’s home to investigate the issues he reported and the contractor advised that no repairs, covered under the Sewer Line Protection Program, were necessary. We stand by our decision to close Mr. [redacted]’s claim after receiving our contractor’s investigation summary.  Mr. [redacted]’s request for further investigation 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 January 19, 2015 correspondence regarding the complaint filed by [redacted]. On February 1, 2014, Mr. [redacted] notified AWR that he was experiencing a sewer back up. That same day, AWR dispatched a contractor...

to investigate the issue. AWR’s contractor conducted a video camera inspection of the sewer line. Upon investigation, it was determined that Mr. [redacted] had a piece of equipment stuck in his sewer line. At that time, the customer was advised that pursuant to the terms and conditions of the Sewer Service Line Protection Program (SLPP), AWR does not repair anything caused by the customer or any third parties. Additionally, the customer was advised that AWR’s contractor would be unable to provide any further service until the item was removed from the sewer line by a private contractor hired by Mr. [redacted]. In Mr. [redacted]’ complaint, he stated that he hired a private contractor to remove the piece of equipment that was in his sewer line; however, the customer stated that his private contractor did not find any equipment in the line, only tree roots. After receiving the customer’s complaint, AWR once again reviewed the video camera inspection that was completed by AWR’s contractor and it was confirmed that a piece of equipment was in the customer’s sewer line. Mr. [redacted] is requesting that AWR repay him for the cost he incurred to hire a private contractor to replace his sewer and water lines, as well as all Program fees that he has paid since enrolling in March of 2013. Since it has been confirmed that Mr. [redacted] had a piece of equipment in his sewer line and there is no evidence of any leak or break to the customer’s water line, his requests have been 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 is fully responsive to Mr. [redacted]’ 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 inquiry dated February 3, 2014.
Ms. [redacted] was enrolled in the Water Line Protection Program (WLPP) offered by AWR. She paid the...

monthly program fees via direct debit from her checking account. Pursuant to the terms and conditions, the customer must notify AWR of any changes or to cancel the program. We have no record of Ms. [redacted] contacting us to cancel her program. We will accept her cancellation request via the complaint we received from the Revdex.com. Her enrollment in the WLPP has been cancelled effective February 12, 2014. Ms. [redacted] will receive a refund of $5.18. We contacted Ms. [redacted] to confirm the cancellation and her refund and to get an accurate address to mail a check.
AWR regrets 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.

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!!!

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]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]