American Water Resources

Complaint: [redacted]
I am rejecting this response because:
This response provided is the same exact verbatim response that was previously provided.  I provided additional supporting documentation of charges debited from my account by this company and there is still some inconsistences with their calculations and software system.  What happened to the payments that were debited out of my account after the three payments were satisfied on July13, 2016? If the payments were satisfied why did AWR constantly debit my account for various amounts that they are still doing as of today on a closed account. 
 
What is rather odd, as of this morning 11/1/2016 AWR is still trying to debit money from my account for services that have been cancelled since August 2016 please see below.  Please feel free to contact me at [redacted] or via email at [redacted]  Your assistance is greatly appreciated.  Thanking you in advance.
 
[redacted] 

 

[redacted]
 
 
 
 


Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your May 7, 2016 correspondence regarding the complaint filed by [redacted]...

[redacted]. Mr. [redacted] was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP).  He contacted AWR on April 28, 2016 to report a sewer line back-up.  AWR dispatched an independent contractor to investigate the issue he reported.  Our contractor noted that the water was shut off at the property and that there were several contractors at the property including an electrician.  Our contractor was informed by Mr. [redacted]’s General Contractor that the property was currently vacant and in the process of being flipped, i.e., the act of buying and renovating a house and then quickly reselling it at a profit. 
In accordance with the Program Terms and Conditions, AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction.  As a result, Mr. [redacted]’s claim was 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 May 12, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] correctly submitted his new banking information. The change has been made to his account. The next monthly program fee will be...

debited from the new account he provided. 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.

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.

American Water Resources (AWR) appreciates the opportunity to respond to your February 25, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] notified AWR that he experienced a verified leak on his water line. The next day, AWR’s contractor investigated the issue...

and found that additional equipment would be required in order to complete the repair. On February 27, 2015, Mr. [redacted] water was restored and the repair was completed at no additional cost to the customer. During a follow up call with the customer later that day, Mr. [redacted] stated that he was pleased 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 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.

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]

AWR would like to take this opportunity to respond to [redacted] comments received on or about February 26, 2014.
AWR had no prior knowledge that [redacted] water line was made of blue polybutylene pipe. AWR does not conduct inspections prior to customers enrolling in any of the programs offered by AWR. Therefore, AWR had no prior knowledge of the material used to construct [redacted] water line or the condition of the line at the time of enrollment. If, prior to enrolling in the WLPP, Mr. Caporale advised AWR that his water line was made of blue polybutylene, we would have informed him that his water line was not eligible for protection under the WLPP.
Further, the terms and conditions for each program are available for preview online and via e-mail, fax or mail upon request. During [redacted] review of the programs, he had the opportunity to review the terms and conditions of AWR’s WLPP and compare the program with those offered by other service contract providers. AWR makes all program information available through various channels so customers can make informed decisions on whether AWR’s protection programs best serve their needs.
We apologize for any inconvenience this caused [redacted] We regret this issue caused [redacted] to file a complaint with your office, and we trust the foregoing has satisfactorily addressed any concerns.

We live on a 40 acre horse ranch in Western Colorado with 11 horses and 7 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 5 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 1/2/16 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 12/30/15 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 $750 and the plumber charged $2019.96 and the track hoe we used cost $583.54 plus $296.91 for a grand total of $3650.14. 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 Dept. before 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 service.
On the advice of my attorney, I am going to wait for one week (1/18/2016 – 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 March 19, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] stated that he did not enroll in AWR’s Water Line and Sewer Line Protection Program (Program). Please be advised that Mr....

[redacted] enrolled in the Program on July 3, 2007 and he elected to have the Program fees added directly to his water bill. If Mr. [redacted] would like to cancel his Program, he may call customer service toll free at: ###-###-####. 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 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.

We have been working with American Water Resources in the past three months to solve a broken sewer line. American water resources assigned a local plumbing company to open the clogged and found the sewer line is broken. Since then, the sewer line has been clogged almost every week. At the beginning, the American Water Resources assigned the same plumbing company to unclog the sewer line, but recently, the American Water Resource refused to send the plumber to open sewer line. Since the sewer line is never repaired, the house is not in livable condition for overflowing all the times. We has been talking with the American Water Resource almost every day for past two months, by now, the broken sewer line is not repaired. My claim number for the American water resource is [redacted]. The broken sewer line is protected under American Water Protection plan. We request it to be fixed ASAP. We would like to discuss this matter with the top manager of the American Water Resource. If the company is not able to solve the basic sewer line broken issue, why they claim the business as the Water and Sewer line Protection Company?

I am so glad I did not waste anymore of my money. I have had AWR for years and after reading these reviews...... no more money from me! Don't know why I have not read them before!

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is a customer of AWR’s 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. Ms. [redacted] contacted AWR on June 5, 2015 reporting a backup. AWR dispatched a contractor to assess the issue. When the contractor arrived later the same day, he found that Ms. [redacted] had already hired her own contractor who cleared her sewer line. The issue was resolved; as a result, no additional repairs were required. After speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problem. AWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer line. He did not advise AWR that Ms. [redacted]’s sewer line required replacement. Ms. [redacted] prefers to have her sewer line replaced. Therefore, the customer requested that the amount allotted for the recommended repair be paid to her instead, so she may offset the costs she will incur to replace her sewer line. 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 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.

I have been a customer for a few years, never needed their service, thankgoodness. I did pay for all 3 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 dept. what a hassle,what a mess. All for $48. Is it really worth it ???

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated August 4, 2014 regarding the complaint filed by [redacted]. [redacted] filed a complaint with your office regarding an error on his water utility bill with Illinois American Water. Please be advised...

that [redacted]’s complaint relates to his experience with [redacted] and does not involve AWR. Furthermore, [redacted] is not a customer of AWR and has never been enrolled in any of the protection programs that AWR offers.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 August 28, 2015 correspondence regarding the complaint filed by [redacted].
Ms. [redacted] contacted AWR to report a water line leak on August 12, 2012....

AWR dispatched a contractor who determined that there was a leak on her main water line. The contractor’s proposed cost to complete the water line repair exceeded the protection limit of the Water Line Protection Program. AWR contacted Ms. [redacted] and explained the contractor’s findings and the recommended repairs. AWR’s specialist also reviewed the program terms and conditions and AWR’s suggested resolution with the customer. Ms. [redacted] understood and accepted AWR’s offer to resolve the issue.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 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.

Complaint: [redacted]I am rejecting this response because: The process to refund customers is up to 45 days which is ridiculous. AWR should have refunded my payment with the same method it withdrew the funds. AWR representatives treat their customers as a dollars not as a valued customer and I would not have canceled. The representative did not care if I canceled or keep the product which worked for me.[redacted]

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.

I have paid American Water Resources for sewer line protection for last 5 years.at a annual cost of $108.00. Last year Aug.2014 A under ground line in my home which runs to a utility company sewer line became backed up. I thought it was a clog and spent many days trying chemicals and snakes. After 10 days with no positive result I called the professional plumber Blind&Sons. It took them 2 days with the use of a camera inserted into the line to determine that there was a significant collapse underneath my basement floor in the sewer line that leads from my property to the utility company line.Anxious to get problem fixed which affected my kitchen sink which flows directly into the line.I approved the plumber to begin work. This involved digging up 10 feet of basement floor and clearing and replacing 10 feet of collapse line. It took 2 men working for 3 days to finish work which included repair to cement floor.I notified Amer.Water Resources and sent copy of itemized bill with details of work that was done and why.I had a sewer line problem and was enrolled in their protection program.My claim was Denied.Reason given was that I failed to notify them and get their approval before having repairs made. I told them it was a emergency.explained that line had been backed up for two weeks prior to repair. that I mistakenly thought it was a clog and spent many days trying to fix it myself while situation was just getting worse.American Water Resources was unmoved.my request was Denied.This month Aug.2015 they send me a enrollment form for this year.What a insult! Stay away from this company.American Water Resources will gladly take your money then neglect to pay out if it is at all possible.Years of enrolling in their program got me screwed while they got paid. Do yourself a big favor and do not be fooled into thinking this is a worthwhile investment.It is not. Stay away from AMERICAN WATER RESOURCES...
I have had to absorb entire cost of the sewer line repair. Over Six Thousand Dollars. WHILE BEING ENROLLED IN THEIR SEWER LINE PROTECTION PROGRAM....
STAY AWAY FROM AMERICAN WATER RESOURCES......

American Water Resources (AWR) appreciates the opportunity to respond to your June 14, 2014 correspondence regarding the complaint filed by [redacted]. In May of 2014, Ms. [redacted] enrolled in AWR’s Water Line Unlimited Protection Program (WLPP) and elected to make annual payments. At the...

time of enrollment, an error occurred on Ms. [redacted] account which resulted in the customer being charged an additional annual payment in the amount of $85.00. Ms. [redacted] stated that the additional payment triggered a $29.00 overdraft fee. AWR recognized the error and agreed to refund Ms. [redacted] $85.00 plus the $29.00 overdraft fee. Ms. [redacted] was unhappy with the time necessary to process the refund. To expedite the refund, on June 16, 2014 AWR sent a [redacted] gift card to Ms. [redacted] in the amount of $114.00 via overnight delivery. We confirmed the [redacted] package was delivered on Tuesday, June 17, 2014. 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.

Complaint: [redacted]
I am rejecting this response because:
This is a totally irresponsible and unprofessional policy and posture being exhibited by the business. It borders on false 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 business. Had 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 level. That being said, I am given no alternative than to perhaps exercise that option.
Thank you.
Regards,
[redacted]