American Water Resources

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]

American Water Resources (AWR) appreciates the opportunity to respond to your June 14, 2016 correspondence regarding the complaint filed by Mr. [redacted].
Per Mr. [redacted]’s request, his Program enrollment was cancelled on May 13, 2016. AWR sent Mr. [redacted] a refund in the amount of $9.29, which represents the unearned portion of the Program fees he paid to AWR on May 16, 2016. Mr. [redacted]’s Program fees have been billed in arrears. Therefore, at the time he cancelled the Program, he had an outstanding balance for the period beginning May 1, 2016. As a result, no additional refund will be provided to Mr. [redacted].
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 26, 2015 correspondence regarding the complaint filed by [redacted] was enrolled in AWR’s Sewer Line Protection Program. On September 24, 2015, [redacted] contacted AWR and explained that...

everything in his home was draining slowly. The AWR claims representative reviewed the program terms and conditions with [redacted] and assigned a contractor to handle his claim. [redacted] confirmed with the contractor that he was not experiencing slow draining pipes or a backup, which are indicative of a clogged sewer line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged sewer line resulting from normal wear and tear. As a result, [redacted]’s claim was denied.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 May 6, 2015 correspondence regarding the complaint filed by [redacted]. After investigating Mr. [redacted] complaint, AWR’s records do not indicate that AWR’s representative informed Mr. [redacted] that his pressure...

relief valve is a covered item. In accordance with the terms and conditions of the IHPP, AWR will not pay to repair any devices connected to a customer’s supply system or drainage system, such as pressure relief valves. As a result, Mr. [redacted] 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 is 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.

Complaint: [redacted]I am rejecting this response because:The company apologizes on my behalf --- for what I made a complaint for a legitimate reason and it would not have escalated to this point had I reached someone who acted concerned about the problem this caused me.  Yes the did "refund my money" in the form of a [redacted] gift card which did me no good what so ever when it came to replacing the money back into my checkbook which is where they removed my money from in the first place.  I was promised they would overnight the [redacted] card Friday night it was not done.  I called Monday both representatives state my refund "check " was still being processed.  It wasn't until Tuesday that I received my so called refund.  I had to borrow to meet my mortgage as this whole error shorted my checkbook.  It also took them 6 days to overnight my refund.  They stated there is not if ands or buts that a refund check could not be processed other than on certain days.  They did not go above and beyond to correct there problem what so ever.
[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.

American Water Resources (AWR) appreciates the opportunity to respond to your July 14, 2016 correspondence regarding the complaint filed by [redacted].
As we explained in our prior response, the contractor dispatched by AWR to Mr. [redacted]’s property encountered various delays associated with the repair of his water line, and as a customer courtesy, AWR paid to replace Mr. [redacted]’s pressure reducing valve and expansion tank at the time of repair. We apologize for any inconvenience the delays may have caused Mr. [redacted]. While AWR is not required to pay for lost water costs under the Program’s Terms and Conditions, we are in the process of reviewing Mr. [redacted]’s claim as reconsideration of our denial of that claim.
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 11, 2016 correspondence regarding the rejection filed by [redacted].
While we disagree with Mr. [redacted] assertions in his recent rejection, AWR is reviewing Mr. [redacted] claim for further consideration.  We will work directly with Mr. [redacted] in an attempt to amicably resolve 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:
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]

[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 that explanation is not completely correct.  When I first identified the issue with my balance owed of $8, I called the business to discuss sending an additional payment of the remaining $8.  I was told that was unacceptable and my account was closed. They said that I could resubmit a FULL $108 and they would reinstate my account, and then refund the first payment of $100.  It was not until I submitted the Revdex.com complaint that they agreed to reinstate my account with my payment of $8.  Good customer service should have resolved this issue in this way without me needing to take this further action.I do find that this final resolution is satisfactory to me.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Mr. [redacted] is enrolled in AWR’s Sewer Line Protection Program (SLPP) and Water Line Protection Program (WLPP).  On January 30, 2016, Mr. [redacted] contacted AWR to report an internal water line leak, which is not covered under the WLPP.  Mr. [redacted] believed he was enrolled in AWR’s In-Home Plumbing Program (IHPP), which offers repair to internal water supply lines.  However, our records show that Mr. [redacted] is not enrolled in the IHPP.   As a result, his claim was denied. 
During further investigation, AWR reviewed the recorded phone call between Mr. [redacted] and an AWR customer service representative, which took place on May 8, 2015. The representative reviewed all the services offered by AWR and Mr. [redacted] stated he wanted to enroll in the WLPP and SLPP only.   The representative also informed Mr. [redacted] of the programs’ Terms and Condition of which Mr. [redacted] agreed to.   
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 11, 2016 correspondence regarding the complaint filed by [redacted].

size="3"> Mr. [redacted] contacted AWR on August 28, 2015 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, 2015. 
While AWR does not typically reimburse customer’s for water loss, as a customer courtesy, we offered to repay a portion of Mr. [redacted]’s water bill for the time AWR’s contractor required to find and repair the leak. His 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.

American water resources are a big rip-off. I have posted my complaint on many sights other then the Revdex.com one. I can see from other web sights  that others have posted bad comments about American water resources not following up and doing repairs. American water resources had no problem or complaints taking my payments for the last 10 years but repairing damage is another story. even though I filed a complaint about them they still send brochures to sign up for their services. Complaint: [redacted]I am rejecting this response because:Regards,[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 4, 2016 correspondence regarding the rejection filed by [redacted].
In May 2015, Mr. [redacted] called AWR in response to an advertisement offering the Water Line (WLPP) and Sewer Line Protection Program (SLPP) for $120 for the first year. This offer was sent to Mr. [redacted] in November 2014. When he called to enroll, the introductory price was no longer available.
During the enrollment call, the representative confirmed with Mr. [redacted] that he chose to enroll in the WLPP and SLPP at an annual rate of $149.88.  Mr. [redacted] agreed to the annual Program fee and completed the enrollment.  Thereafter, AWR sent Mr. [redacted] a letter confirming his enrollment in WLPP and SLPP at the annual a rate of $149.88. 
As a good faith gesture, we have agreed to honor the $120 price from the 2014 advertisement.  Therefore, we sent the customer a refund for the difference between the 2014 offer and the 2015 Program fee charged at enrollment.  Mr. [redacted] is not enrolled in IHPP.  As a result, we cannot establish a claim for his current in-home plumbing issue.  If he would like to enroll in the IHPP, the annual fee for the Program is $47.88 annually ($3.99/month).  Similarly, if he would like to add the Internal Electric Line Program, the cost is an additional $47.88 annually ($3.99/month).  Despite what Mr. [redacted] stated in his complaint, no additional discounts were offered.
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.

Worst company in the world. You can do everything on line except cancel a service. Called for 5 days straight, they never answered the phone and never called back after I left a message. I stopped paying that part of the bill and still did not get a response. Water company called instead and I told them what I was doing.

American Water Resources (AWR) appreciates the opportunity to respond to your July 6, 2016 correspondence regarding the complaint filed by [redacted].
Ms. [redacted] is enrolled in AWR’s In-Home Plumbing Emergency Program, which...

covers repairs to blocked drain lines in accordance with the Program Terms and Conditions. On June 30, 2016, she contacted AWR to report that her bathroom sink and shower were draining slowly. The initial contractor that AWR dispatched did not contact the customer promptly, and as a result, we sent an alternate contractor to Ms. [redacted]’s home. The second contractor did not clear the pipe because the equipment he intended to use may have damaged Ms. [redacted]’s drain line. We sent another contractor to Ms. [redacted]’s home, and he cleared the drain line, which resolved the issue Ms. [redacted] reported to AWR. 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 October 2, 2014 correspondence regarding the complaint filed by [redacted]. On October 17, 2013, Mr. [redacted] notified AWR that Home Serve (a company that offers sewer line services similar to AWR) sent a contractor...

to his home to remove a sewer line blockage. Mr. [redacted] stated that the contractor was able to remove the blockage; however, there was a break in the sewer line. The customer then requested that AWR replace his sewer line because Home Serve does not replace sewer lines. AWR’s representative informed the customer that the Sewer Line Protection Program (SLPP) does not cover leaks or breaks to sewer lines. The rep continued to explain that the SLPP is not a replacement program, rather it is a repair program. Mr. [redacted] was dissatisfied with the information and requested to cancel his SLPP. When the representative attempted to transfer the call to customer service to complete the cancellation, the call was disconnected and Mr. [redacted] did not call back.In August of 2014, Mr. [redacted] called AWR to dispute that he was still being charged for the SLPP. He stated that he had his sewer line repaired and was requesting repayment. As Mr. [redacted] has been previously informed, pursuant to the SLPP’s terms and conditions, AWR does not repair leaks or breaks to a customer’s sewer line. Additionally, AWR does not repay customers for out of pocket expenses from hiring a private contractor. Since Mr. [redacted] mentioned that he has a similar protection program with Home Serve, and he requested to cancel his SLPP in October of 2013, AWR will honor the customer’s cancellation request and refund the customer for monies paid into SLPP as of October 17, 2013. If Mr. [redacted] still wishes to cancel his SLPP, he may send his request to [redacted] at [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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:My sewer line was in fact blocked during the course of coverage from AWS and they refused to do anything about it. I have indepent proof of this fact from multiple plummers and on video camera. In the beginning it first backed up from rain, which I reported to AWS and they refused to rectify or even investigate. A custmer service representative can not accurately diagnose what is wrong with a sewer line over the phone. If a licsensed plummer had investigated the situation, he would have discovered that the line was in fact blocked with small tree roots that had grown in through the pipe connections. After this refusal from AWS I suffered multiple additional backups both during rain and not during rain. I called AWS on the occurence of each of these backups and they refused to rectify or investigate the problem. It is completely asinine to expect a customer to wait until a sewer line backs up when it is not raining to investigate and clear a blockage. A line can be partially clogged and only back up during heavy rains or it can be completely blocked and back up all the time. Either way there is an obstruction in the line that needs to be dealt with immediately to avoid catostrophic damage to the home. I have receipts from 2 licensed plummers (with A ratings from [redacted]) stating that the sewer line was blocked from tree roots. I have video proof from a plummer who put a camera down the sewer line showing the blockage from tree roots . It took 2 different attempts and multiple backups before the situation with my sewer line was fixed and verified on camera. None of which AWS provided any help with whatesover, despite the fact that I had been paying for their coverage for over a year and they state in all of their marketing materials that they fix blockages in sewer lines from tree roots (which was exactly what I experienced). I suffered extenstive damage to my home from sewer backups and costs from 2 visits from 3rd party plummers, all of which would have been prevented had AWS simply honored their service obligation to me the first time that I called them. This is the worst customer service experience I have ever had with a business in my lifetime.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your correspondence dated July 8, 2014 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 charges. As we explained previously, due to the implementation of a new billing system, Mr. [redacted] received two water utility bills within several days of one another. The two bills reflected charges for two separate billing periods. Our review of Mr. [redacted]’s [redacted] bills indicates that he received a [redacted] bill for the billing period October 10, 2013 to November 12, 2013 in which payment was due January 2, 2014. He also received a second [redacted] bill for the billing period November 13, 2013 to December 11, 2013 in which payment was due January 6, 2014. One of these bills was timely paid while the other was not. AWR 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 charges. Any amount received exceeding the utility charges are applied to AWR program fees. In Mr. [redacted]’s case, all of the payments Mr. [redacted] has made to [redacted] since December 2013 have been credited to his utility charges only. No 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 issue. If Mr. [redacted] already had his sewer line repaired, he may submit his itemized invoices along with proof of payment, and AWR will consider repayment. If Mr. [redacted] does not pay his past program fees totaling $82.75 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 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.

Complaint: [redacted]
I am rejecting this response because: Your company, after my account was cancelled, went in to my account AGAIN on October 4, 2016 and took out another monthly payment of $6.50! You acknowledged in your first response that my account was cancelled. Yet you stole more money from me. My next step will be to go to the trouble and expense of closing my account to keep you out of it and to hire an attorney to keep you from taking out even more. 
I do not understand how you can refund 2 of the payments directly into my account almost a month ago, yet the balance still remains? And instead of refunding it, you take more out?? I understand you are a large company and I am one person with a very small claim, and your employees have been trained to promise results and deliver nothing. They do that very well. But to take funds from my account when I do not owe you anything is a crime. The dollar amount doesn't matter. It is still a crime. So until the entire balance you have taken from me is returned, I am not closing this complaint. 
Regards,
[redacted]