American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your December 24, 2014 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR to inquire about coverage limits for a faulty water pressure-reducing valve that she believed was causing her...

to experience low water pressure in her washer and shower. At that time, Ms. [redacted] was informed that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage system. Ms. [redacted] also stated that she heard water dripping behind her wall every time her upstairs toilet was flushed. Ms. [redacted] was informed that her issue was indicative of a drain line leak, and the AWR claims representative explained that her program covers repairs for clogs and blockages of her drainage system; leaks and breaks of the drainage system are not covered.If Ms. [redacted] notifies AWR that she is experiencing a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue. Subsequently, Ms. [redacted]’s requests to have AWR investigate her water pressure-reducing valve and drain line leak 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 is fully responsive to Ms. [redacted]’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.

It's a scam. They'll tell you you've cancelled, and you'll continue being billed. You'll be on the phone for days. I don't think the cancellation department exists. It just an endless loop of bad jazz hold music and representatives who need to transfer you. Leave a callback number? Good luck with that. No one will ever call. And, no, you may not speak to a supervisor.

Complaint: [redacted]
I am rejecting this response because:
They are absolutely wrong statements. I Can't accept their wrong statements. They are completely wrong and their independent contractor confirmed me about work. They marked all the points needs to be repaired, recently I heard lot of other AWR customers also complaining their service. This is 100% cheating insurance company.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 5, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Ms. [redacted] contacted AWR on April 4, 2016 to report a supply line leak.   Due to technical difficulties, we were unable to promptly dispatch a contractor to fix her leak. As a result, Ms. [redacted] privately hired a contractor to complete the necessary repair. 
Ms. [redacted] submitted the required documentation verifying the repair was completed.  Given the extreme circumstances, AWR agreed to repay the customer for her out of pocket expenses.  We regret 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.

American Water Resources (AWR) appreciates the opportunity to respond to your March 31, 2016 correspondence regarding the rejection filed by [redacted].
Mr. [redacted] contacted AWR and elected to enroll in the Water Line (WLPP) and Sewer Line Protection Program (SLPP).  We were unable to attach the phone recording of the enrollment call from May 8, 2015 to the response.  A copy of the phone recording has been forwarded to the Revdex.com. 
As we previously explained, we agreed to honor the introductory price offered in the 2014 advertisement sent to Mr. [redacted], and we sent him a refund check for the difference between the 2014 offer and the 2015 Program fee charged at enrollment.  Mr. [redacted] is not enrolled in the In-Home Plumbing Emergency Program, and as a result, we cannot establish a claim for his current in-home plumbing 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.

We sold my dads home and requested a refund in July. Today is 10/28 and we still have not received the credit. Every time I call about it there is some excuse why he has not been given a credit. This last time I called I was told that it takes 30 days for a credit to be processed.

Extremely disorganized
I had this service for my house in NJ. Never used it and just kept it for piece of mind. A year ago I moved to NY and rented my NJ house. AWS first told the contract is not transferable and I need to cancel the old one and get a new one under my name and my address in NY but for my rental property in NJ, which I did. But, without exaggeration I had to call 12 times during a span of three months to get do something this sample. Their representative are not trained and some of them didn't even know if possible to have mailing address and service address to be different! After all this time I'm not even sure if my contract is established or not.... very disappointing

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2016 correspondence regarding the complaint filed by [redacted].
While reviewing Mr. [redacted]’s claim, AWR reviewed the phone recording of the enrollment call from May 8, 2015. The AWR representative informed Mr. [redacted] of all the programs offered by AWR.  Mr. [redacted] clearly stated that he wanted to enroll in the Water Line and Sewer Line Protection Program.  The representative confirmed the programs selected by Mr. [redacted] along with the annual cost of $149.88.  The representative also reviewed the Terms and Conditions, and Mr. [redacted] stated that he understood the representative’s explanation. 
During the call, the representative also explained the benefits of AWR’s In-Home Plumbing Emergency Program and the additional cost of $3.99 monthly.  Mr. [redacted] stated that he wanted to enroll solely in the Water Line and Sewer Line Protection Program and the representative completed the enrollment according to the customer’s direction.  Mr. [redacted] is not enrolled in the In-Home Plumbing Emergency Program.
On May 15, 2015, AWR sent Mr. [redacted] a confirmation of enrollment letter detailing the effective date, Program fee, and Terms and Conditions.  Mr. [redacted] was advised to contact our customer service department if he had any questions about his enrollment or did not agree with the information provided in the confirmation letter.  Mr. [redacted] did not contact AWR after receiving his confirmation packet.
As a customer courtesy, AWR will refund the difference between the annual program fee presented to Mr. [redacted] via mail and the program fee confirmed by the customer service representative during the enrollment call.  Upon renewal, however, Mr. [redacted]’s annual program cost will be $149.88 for the Water Line and Sewer Line Protection Program. 
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.

My experience with this company has been phenomenal from the first call I made to submit a request because my sewage was cracked until now so far. The lady that help me [redacted] ID # [redacted] was very helpful and understood my concern. Very simple they send the plumber to inspect the sewage, They took videos and photo inside the pipe and so far tomorrow they will perform the work. I like the company so much that I went ahead and purchased stocks shares because I can see this company growing big.

American Water Resources (AWR) appreciates the opportunity to respond to your February 26, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] notified AWR that she experienced a verified leak on her water line. AWR dispatched a contractor to investigate the...

issue. Upon AWR completing a follow up call with the customer, AWR learned that the contractor had not yet contacted the customer to investigate her issue, thus causing a delay. AWR contacted the contractor and was able to have the contractor investigate her issue that same day. During the proposal review process, AWR learned that the customer’s water line was made of polybutylene, a material that has been the subject of a class action litigation.In Ms. [redacted]’s complaint, she stated that there is nothing under the Water Line Protection Program (WLPP) that explains AWR’s decision to deny her claim. Please be advised that pursuant to the terms and conditions of the WLPP, AWR will not pay to repair anything that has been the subject of a recall or class action litigation, such as polybutylene. As a result, Ms. [redacted]’s request to have her polybutylene water line repaired 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 is fully responsive to Ms. [redacted]’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 13, 2016 correspondence regarding the complaint filed by [redacted]
Roman" size="3"> Mr. [redacted] was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Protection Program.  He requested to cancel his program enrollment on July 5, 2016.  Due to technical issues involving our billing system, Mr. [redacted]’s cancellation request was not timely processed.
As requested, AWR cancelled Mr. [redacted]’s program enrollment on October 17, 2016 with a cancellation effective date of July 5, 2016.  A cancellation letter was mailed to the customer on October 17, 2016.  AWR will refund the customer shortly for any unused program fees charged after July 5, 2016.  We apologize for any inconvenience this delay may have caused the customer. 
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.

[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]

American Water Resources (AWR) appreciates the opportunity to respond to your July 25, 2016 correspondence regarding the complaint filed by [redacted].
Mr. [redacted] submitted an enrollment form and a check to enroll in the Water...

Line Protection Program offered by AWR. The enrollment form returned by Mr. [redacted] had the name Helen [redacted] preprinted on it. Therefore, the account was established using the preprinted name. We sent the customer a confirmation letter to verify the account details. The account was updated with Mr. [redacted]’s name and contact information after he notified AWR that a correction was necessary. We apologize for not sending an updated confirmation letter to the customer. Mr. [redacted] requested to cancel his program enrollment and we sent him a full refund of his annual program fee in the amount of $65.88.
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 June 28, 2014 correspondence regarding the complaint filed by [redacted]. Ms. [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 Ms. [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 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 7, 2016 correspondence regarding the complaint filed by [redacted].
Ms. [redacted] contacted AWR on June 3, 2016 to report a sewer line back-up. On June...

4, 2016, AWR’s independent contractor snaked the customer’s sewer line and cleared the blockage. On June 5, 2016, Ms. [redacted] informed our contractor that she was still experiencing a backup. AWR re-dispatched a contractor to investigate the customer’s claim and he reported there was not a back-up or an indication of a clog or blockage in the sewer line. On June 6, 2016, Ms. [redacted] confirmed that she was no longer experiencing a back-up. AWR’s contractor cleared Ms. [redacted]’s sewer line, but he did not recommend a camera inspection. Ms. [redacted]’s sewer line was camera inspected during a prior claim in April 2015. However, the contractor did not report impending issues or recommend additional repairs. If Ms. [redacted] experiences a back-up in the future, we encourage her to contact 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.

Review: American Water Resources sent me a bill for $120.00 that I paid, thinking that this was the new name of the water and sewer line company with which I had contracted for several years. The company with which I had done business, Service Line Warranties, had sent a letter denoting a change of name in the first sentence. As with many, unfortunately, that is all I read. Within a month of this notice, I received a bill, a bill, from American Water Resources for $120.00. I paid them, thinking this was the name of the new company. I cannot prove it, but I think American Water Resources took advantage of the notice recently sent by Service Line Warranties regarding the name change, by sending bills to impacted consumers. I called American Water Resources and was advised that it would take 30-45 days for them to return my money. I see no legal reason for them to hold my money that long and I want my money back sooner, so that I may pay for the legitimate company whose bill is now due. I am concerned that this practice by the American Water Resources (AWR) Co. will result in disruption of my water and sewer line coverage. Moreover, I do not think that AWR should profit from their unscrupulous business practices.

Product_Or_Service: 09/10/2014

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want the American Water Resources Co to return my money in full ASAP. I do not wish to allow them to hold my money for nefarious reasons as they acquired my money through questionable means.

Business

Response:

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.

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.

The company advertises that they fix and repairs pipes. I had a main line water break. I was told that they were replacing the main line because it was unrepairable and made of material that was not fixable. The crew was not up to the job, they gave me a line about fixing what was there and 3 times it continued to leak, they finally cinched it enough pulling and cutting the pipe shorter each time and left so fast after that fix job. I had to pay 9000.00 to repair it myself. No help or insight into what I should do. I was left tethered to my neighbors house via garden hose for 2 weeks waiting for them to resolve the issue. They refused to help and just backed away.

Review: I have been living in my home since November 2013 and have called American Water several times asking for a bill. They have called the previous ownwer who has called me telling me there was a billing issue. They left a note on my door saying they were going to cut the water off. I have called on numerous occassions about the billing issue and every month thjey say they are going to fix it. I keep talking to supervisors they keep documenting but nothing. I asked for the corporate office number to complain and they refused. I am going to at some point get a bill that I can not afford and I do not think I should be responsible for because they are neglecting to bill me.Desired Settlement: Billing to start October 1 2014

Business

Response:

Service at property now in the customer's name. Meter changed and customer will now be billed for service here. Old meter was still at property but was listed in system as removed. Based on that will recommend no backbilling for this customer.

Review: On 05/31/2014, I called AWR ([redacted] -ID# 6298) to change credit card for payment because I could not find my wallet therefore my credit cards information had been compromised. In addition, cancel in-home plumbing ($7.99) since I have AHS with plumbing. I explained to [redacted] that the original is open for my mortgage payment only so I need for them to use the new card for payment. Valeria stated I called back to add the in home plumbing coverage which was a fraudulent call or someone needed to meet their sale quota. I asked specifically 3 - 4 times that AWR will use the new card for payment and was assured the new card would be used for 06/02/14 payment. Now AWR has both Debit Card numbers to used as they see fit. I became uncomfortable when [redacted] asked for my Debit Card again and watch the 1.00 authorization on the new card. AWR used the card [redacted] assured me he deactivated and the old debit card would not be used. [redacted] stated that AWR charges a month ahead so if I wanted to I could reenroll within 30 days without any lapse in coverage. On 06/03/14, I spoke to Valeria (ID#623) because AWR used the card [redacted] says he deactivated. Valeria refused to allow me to speak to a supervisor and when I asked again she stated the supervisor does not speak to customers. I asked if she saw the notes and the new debit card associated with [redacted]'s documentation..she said yes. I demanded that the funds be refunded in the method they were taken. Valeria stated the supervisor said they would send me a check because they do not have the capability to refund via debit card. Valeria took the call personally, I interrupted each time there was a contradiction in what she previously said. By the end of the call, I was livid. Due to the interaction with this company, I requested that both are canceled. AWR is a numbers company with no regard for the customer.Desired Settlement: I want the funds refunded back in the same method they retrieved the funds.

Business

Response:

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.

Consumer

Response:

Review: [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]