American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, 2016 correspondence regarding the complaint filed by [redacted].
AWR has received and reviewed documentation from Ms. [redacted] explaining the charges she paid for repair on her drain line.  Ms. [redacted] has accepted AWR’s offer to resolve the issue.
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 (AWR) appreciates the opportunity to respond to your June 25, 2014 correspondence regarding the complaint filed by [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in December of 2013. On July 19, 2014 the customer called to...

notify AWR that her shut off valve was not working. Additionally, [redacted] informed the representative that the shut off valve was not leaking. AWR’s representative informed the customer that in accordance with the Terms and Conditions of the IHPP, AWR will not repair any shut off valves that are not leaking. [redacted] was dissatisfied with the determination. In a good faith effort to resolve [redacted]’s issue, AWR dispatched an independent contractor to investigate the problem she reported. The contractor advised AWR that the problem was a leaking faucet. Pursuant to the Terms and Conditions of the IHPP, AWR will not repair any fixtures such as faucets. As a result, [redacted]’s request remains 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 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 19, 2014 correspondence regarding the complaint filed by [redacted]. AWR sent an enrollment packet for the Water Line Protection Program (WLPP) to Mr. [redacted] address. However, the packet was addressed to...

his mother-in-law. Mr. [redacted] crossed out his mother-in-law’s name and hand-wrote in his own name before mailing the enrollment form to AWR with his check. The [redacted] were enrolled in the WLPP, but the name change was not made. Nevertheless, a confirmation of enrollment letter was sent to Mr. [redacted] address, but again, it was addressed to his mother-in-law. Mr. [redacted] never contacted AWR to dispute the name on the account. Starting 90 days prior to his program expiration date, multiple renewal notices were sent to his address. Mr. [redacted] never responded to the renewal notices and therefore, the WLPP coverage expired in May 2014. On September 15, 2014, Mr. [redacted] called to report a water line leak. The representative informed the customer his coverage expired, and subsequently, his claim was denied. Later that same day, Mrs. [redacted], called to enroll in the WLPP. On September 16, 2014, Mrs. [redacted] called AWR to report a water line leak. The representative informed Mrs. [redacted] that to obtain service, she must submit proof that the water line leak reported the previous day was repaired. The AWR representative informed Mrs. [redacted] that she will not receive service from AWR for her water line until the leak that was reported on September 15, 2014 has been repaired. The customer was also advised of the option either to remain in the WLPP or to cancel the program; Mrs. [redacted] chose not to cancel the WLPP. Mr. [redacted] WLPP expired in May of 2014 and he did not contact AWR until an issue occurred in September of 2014. As a result, his request to have AWR repair his water line leak remains denied. As previously stated to the customer, we encourage Mr. [redacted] to have his water line repaired and to send AWR the invoices along with proof of payment so that AWR may consider any future water line claims. Mr. [redacted] may send his itemized invoices and proof of payment to [redacted] attention by fax: ###-###-#### or email: [redacted]. If we do not receive the necessary documentation by October 15, 2014, we will cancel the [redacted] enrollment in the WLPP pending receipt of the proof of repair; their Sewer Line Protection Program and In-Home Plumbing Emergency Program will remain active. 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. 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 12, 2015 correspondence regarding the complaint filed by [redacted]
Jessica H[redacted] was a customer of AWR’s Water Line Protection Program (WLPP). On August 17, 2015, [redacted] contacted AWR and reported...

a leaking water line. AWR dispatched a contractor to investigate the issue, and he found that [redacted] had a Polybutylene water line. Pursuant to the Program Terms and Conditions, AWR does not cover Polybutylene pipe. As a result, [redacted]’s claim was denied, and we will refund the full amount [redacted] paid for the WLPP.AWR 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. Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your November 25, 2015 correspondence regarding the rejection filed by [redacted]
A refund check was sent to [redacted] via overnight mail on November 24, 2015. [redacted] confirmed that she received the check.
AWR takes all consumer concerns seriously. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Thank you for your time and consideration.

Complaint: [redacted]I am rejecting this response because: American water resources can continue to send me letters to sign up for their services but I will refuse since they don't do what they advertise. your company is a sham and happy to take peoples money till you have made enough off of them to deny repairs. I have posted on various sights on the web about American water resources denial of services. it is very strange a friend on mine got your sewer line protection then filed a claim two months later and they repaired his sewer line for the same problem that I had. since I had paid your company for 10 years you decided to cancel me because you knew you wouldn't get any more money out of me. your company is a rip off but I am glad my friend got over on you for a 1000.00 repair then canceled his services.  please refrain from sending me your letters to sign up for your services too. maybe you can give the Revdex.com a few more dollars to advertise only good ratings for your services.Regards,[redacted]

I apologize for our delayed response to the Revdex.com's inquiry dated April 8, 2014 in connection with the rejection filed by [redacted].  We usually post our responses online.  This inquiry was a little different.  When we accessed the message online through our portal, we were not able to respond.  It read that the customer accepted AWR's response and there was nothing for us to do at that time, even though he included a rejection in his written response.
 
AWR agreed to repay Mr. [redacted] $299 for out-of-pocket expenses he incurred as a result of hiring his own contractor to clear his sewer line.  We communicated this to Mr. [redacted] on April 18, 2014.  We requested the invoice and proof of payment for the repair.  Mr. [redacted] agreed to submit the necessary documentation.  We are currently awaiting those items.
 
AWR strives to provide excellent customer service and we apologize that Mr.[redacted] experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.
  
Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.
 
 
Thanks,

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your September 4, 2015 correspondence regarding the complaint filed by [redacted]...


[redacted] contacted AWR to report a water line leak. At the time of Mr. [redacted]’ call, his account was canceled due to delinquency. His claim was denied. However, as a courtesy, AWR reevaluated Mr. [redacted]’ claim.  Upon further review, AWR agreed to make repairs to the water line leak. Mr. [redacted] was informed of AWR’s decision and repairs are scheduled to be completed on or about September 15, 2015. 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 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.

[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.
It is satisfactory as long as they provide, through this complaint,  a time frame that I can expect my refund
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 1, 2015 correspondence regarding the complaint filed by [redacted].
[redacted] was enrolled in the Sewer Line Protection Program, which is a repair program that covers clogs and blockages in...

accordance with the Program Terms and Conditions. Each time [redacted] contacted AWR reporting a back-up, we sent a contractor to clear his sewer line. In his complaint [redacted] explained that there were several significant sags in his sewer line. Pursuant to the Program Terms and Conditions, repairing bellied sewer lines is not a covered repair. Therefore, AWR will not honor [redacted]’s request for reimbursement.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.

I have the water/sewage protection plan, and was skeptical after reading so many negative reviews that it would cover anything. But, twice I've used it now, and the first time I used it I'd only had the coverage for about 2 months. They sent out a plumber to snake the line. The first incident was a quick fix, but this last one was not so easy. They had to send two different plumbers to try to get the line open. When the second plumber couldn't get it we were put on their schedule to have a clean-out installed in our back yard which was all covered by the policy (aside from the $50 deductible ). While awaiting that appointment sewer water backed up into our basement ruining everything. Our small AWR claim then became a big homeowners claim. However, AWR did send that plumber out again to remedy the problem. Somehow after all the mess, the plumber was able to get the line open after all without installing the clean out. So, we lost out in having the clean out put in under the policy, but ultimately the sewage issue was rectified. AWR did continue to follow up with the service they'd been providing and were truly concerned about my satisfaction. Their representatives were pleasant to speak with and always as helpful as possible. Overall, I'm glad to have had the coverage and content with the service I'd been provided. The only unfortunate situation was the wait time to have our problem solved. Had the plumber been able to come out sooner the entire crisis could have been averted. I wish that if the plumbers they worked with were not able to handle the issue within 24-48 hours AWR would send someone else. And, be advised that AWR only covers enough to get the line open, nothing further.

I have been a customer for about 5 yrs. lately I wanted to update way of paying for this insurance. Have called at least 20 times and everytime have been put on hold for long waits. Seems they want your money but don't want to give you any customer service. I'm done with them. My time is important too.

Complaint: [redacted]
I am rejecting this response because:the information is inaccurate. They don't even have my name spelled correctly. They did don't conduct an investigation or even tries to speak to the contractor that did the job. This company doesn't want to do its job. There own contractors insist and say they are responsible for the work and they are denying it. 
Regards,[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 1, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Mr. [redacted] contacted AWR on May 13, 2016 to cancel his program enrollment.  AWR will send the customer a refund for the unearned portion of the program fees he paid to AWR. We apologize for any inconvenience this may have caused Mr. [redacted].
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 30, 2015 correspondence regarding the complaint filed by [redacted] and [redacted] Mr. [redacted] and Mr. [redacted] enrolled in the Water Line Protection Program (WLPP) offered by AWR. The WLPP covers a...

customer’s external water service line in the event it leaks or is broken and will provide service in accordance with the terms and conditions of the program. Mr. [redacted] contacted AWR to report a sewer line issue, which is not covered by the WLPP. The customer requested to cancel his enrollment in the WLPP. A check in the amount of $65.88, representing a full refund, will be mailed to the customer.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] and Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ 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 9, 2016 correspondence regarding the complaint filed by [redacted].
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.  
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.

RUN AWAY from this company! I have been (sadly) a customer for almost four years. Absolutely the worst experience. I have had a number of service needs at a rental property supposedly covered by AWR. When a property is flooding...a one hour wait on hold is an eternity. Then you will get the run around on what isn't covered. If they DO finally get a representative to the property, there will invariably be sky high charges for things not covered (such as 'moving' an obstruction like a BBQ). To top it off, they only clear the line...they don't cover repairs. No matter what happens IF you get them out for service, you end up paying more than if you had no insurance. They don't have full staff on weekends or outside business hours (sewers will back up when they aren't available...Murphy's Law). Don't believe me? Call their toll free number and select "report a problem" just to see how long it takes for an answer. [redacted], or [redacted]. Do you think your property manager will wait an hour on the phone...then be told "they aren't the account owner" so they won't send out a service person...your agent will quickly learn that this is not going to work out! Even if you take it upon yourself...the run around is unbelievable. DON'T WASTE YOUR TIME OR YOUR MONEY!

American Water Resources (AWR) appreciates the opportunity to respond to your July 27, 2016 correspondence regarding the complaint filed by [redacted].
We apologize for any inconvenience the delays may have caused Mr. [redacted].  While we disagree with Mr. [redacted]’s allegations that AWR was negligent in this matter, we are in the process of contacting Mr. [redacted] in a good faith effort to resolve his claim amicably.
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.

On the afternoon of Monday, May 23, I called and left a call-back number. No one from the company called. On Tuesday I called again and left a call-back number. I then decided to just put my phone on hold and wait until someone answered. Again, after a considerable amount of time, I just hung up. Today (Wednesday) I have given up of ever hearing from this company.
I cannot understand why a company who has a great credit rating with the Revdex.com would not return a call to a potential customer.