American Water Resources

Review: [redacted] American Water Company is charging me an extra 200.00 dollars for a mistake they made for charges for sewers last year. I have been recieving bills for over 300 dollars which is 200 dollars over what the usual bill is.Desired Settlement: I would like them to eliminate this extra payment for 200 dollars because it was their mistake.

Business

Response:

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 Illinois American Water 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.

Review: Enrolled with American Water Resources in thier "Unlimited Protection" program. Attempted to file a claim for a failed sewage stack. Could not flush first room toilet or use sink. Sewage escaping below everywhere. I'm not a plummer but one with common sense would know that this is a failed system and would at a minimum require an inspection to further determine where the failure has occured and repairs are required. After spending hours on the phone with many different (so called) claims representatives, I could not get anyone to come out to my house. All I got was a condescending, and smart alike attitude complete with run around about the type of problem and all of these plumbing details they wanted. They were trying to find a way to deny my claim. I said, I can't be any more clear than I've already been. Obviously, this is a case of them not wanting to fix it because it would be expensive. I asked for a supervisor and was told there wasn't one available and that I should be able to work it out with them. I insisted several times until they said they would get one to call me back right away. That was hours ago and still no call. The brocure we received from American Water Resources says, "Our commitment to you ensures that you receive hassle-free repairs, exceptional customer service, professional, local contractors, and peace of mind. I didn't get any of that!! AND I still have this repair to fix out of my own pocket while I pay American Water Resources a monthly payment. The pipe is obviously obstructed with shards of rust. I've been told by plummers that cast iron fails from the inside out and this blockage can't be cleared. It's also split down the middle, and this is where the leakage to the floor is. According to their warranty, this should be covered but they will not accept responsibility. BEWARE! THIS COMPANY CHERRY PICKS JOBS.Desired Settlement: I would like my sewage stack replaced so I can use my first floor bathroom and sink again. The stack is visible and accessible.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to

your inquiry dated January 3, 2014.

The customer service at this company is outrageous. When I called on 6/8/15 and spoke with a representative I was told that my water was shut off but it was not. I also paid my bill online on 6/8/15 of $159.08. These representatives have no idea what they are talking about and give out bad information to customers. This same representative finally told me that my service was fine. I then get a letter in the mail on 6/27/15 stating the company noticed there is water coming into the residence but there is no account associated with it. This is unbelievable. So I call American water to get some answers on 6/29/15 and was on hold for 40 min to be transferred and put on hold for another 10 min. I finally get [redacted] on the phone who had no idea what was going on and couldn't answer any of my questions. Still at this point my water is still running. I informed [redacted] of this but he kept telling me my services needed to be reconnected. I was also told by [redacted] that I had to pay a $40 reconnection fee to have my services restored (services that was never unrestored). After getting nowhere with [redacted] and him totally going on mute without even telling me to hold on and failing to answer my questions I asked to speak to a supervisor. After about 5 more minutes of waiting [redacted] the supervisor gets on the phone and basically tells me the same thing that my services are not working and would have to be restored. Now I see where the customer service representatives get their listening skills from. If this company cares about their customers they need to record calls and actually listen to the level of service being received. [redacted] didn't help at all and hand no compassion for my issue and why I felt this was not my fault. Of course the conversation I had on 6/8/15 was not noted. I decided to pay the $40 because like American Water knows the customer is at their disposal because we need water. [redacted] could care less so [redacted] was put back on the phone to take my payment and of course ask me if I would be home all day to have my services restored. So I asked him does that mean turn the water on and he said yes. Unreal, I only told him and his supervisor a total of 7 times that the water was never shut off so tell me this why would you send someone to turn on the water when it was never turned off. This was a mess. After being on hold for 50 min then talking to 2 representatives that obviously care nothing about servicing the customer I was frustrated and wasted an hour and eight minutes of my day on nonsense. American Water CEO you really need to take a look at the people you have servicing you customers. This is a very unsatisfied customer.

Review: I ordered American Water Resources warranty on our water main, which is their business. They sent the original correspondence to our address but addressed to my deceased mother in law who never lived or owned the property. (She resided in California for the last 75 years of her life). My wife filled out the policy application with the correct information and corrected the property owners name. We never received any notice that it was accepted but they processed the payment in the form of a check with our names and address on it. The payment was for a period of one year. In May of this year we received no notice of renewal or cancellation. They claim they sent them and they may have. The problem and they agree with this is they sent them to a woman who had been dead for two years and did not live at this address. The problem is that now I have a leak that the insurance would cover and the policy has lapsed.Desired Settlement: I have ordered a new policy but it doesn't cover back to May. I feel that they dropped the ball in not realizing that the correct name on the property was not the one they pulled out of the air. When my wife called the next day after ordering the new policy after going through this with customer service. the address came up as covered but the policy was in my sons name. (He is in the [redacted] and has been out of the country most of the past eight years. Why are they not listing the correct owners of the property? I would like the outcome to be my payment of the policy renewal cost and the repair of, if covered , my water main. I am a Combat wounded [redacted] disabled and on a fixed income. That is why the insurance appealed to me so that I would not be hit with an unexpected large bill.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They still do not address the issuse of why the insurance lapsed. That they sent the notice to a dead person who lived in California.. I understand I am just one person and they don't have to try to keep me happy, besides who could I tell that would have any consequenses to them. I am not an well known wealthy person but I do have a City Counsel Person who is up for election, the Editor of the local papers, and Military friends all over the United States who receive national magazines (I am a life Member of many of them). [redacted] it seems would be interested in scams that impact Seniors. The local water company claims not to be associated with the company but they are owned by the same Parent company and they will be made aware of the problem. All I asked was to be treated fairly.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the rejection filed by [redacted]. As part of this claim review, AWR contacted the customer. We found out that the water line was replaced. Please be advised that the Water Line Protection Program is a program under which AWR will pay to repair water line leaks; we would not replace the customer’s entire water line. AWR informed Mr. [redacted] that he may submit the itemized invoice along with proof of payment for review. AWR will contact Mr. [redacted] directly in order to resolve his issue and will update the customer accordingly. 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.

Review: On Nov. 30, 2013, we contacted the company about a clogged toilet and sewer line. They sent someone out fix the problem. Two young men arrived in a small pick up truck. They wore mud covered clothes and shoes and became anoyed when we asked them if they had booties to put on their shoes. When trying to unclog the toilet, they badly scratched the inside of the toilet. They tried but never unclogged the sewer line.

We ended up having to call and pay for another contractor to have the sewer line unclogged. When we called to complain about the damage these two did to our expensive toilet, the company brushed us off.Desired Settlement: We would like the toilet to be replaced with a new one of the same brand at no expense and a refund of the $50 required payment.

Business

Response:

Revdex.com ID [redacted]

Review: In February 2015 American Water sent a bill for a renewal of a warranty and it was paid by check and mailed back to them. Less than 2 weeks later, American Water performed an electronic debit from our account for the same amount. We caught the error and called them and they said they would issue a refund. It is now May 2015 and we have contacted them on several occasions about the status of our payment and continue to be told we must wait 45 days for it to process. It has been well over 45 days and we want our money back. It is incredibly deceptive that they would send a paper bill and then take an electronic debit and then not automatically issue a refund when two payments show on our account. I am glad that I am not a senior or someone who lives paycheck to paycheck as the payment is $200.00. I called again today 5/22/15 - as this is the date they said we should receive the refund by - and was told again that there is a 45 day processing time. I asked to speak to a supervisor and was told it would be a 48 hour wait for that call, which due to the holiday weekend could be until Wednesday, May 27th before I hear from them. At this point I feel as though they have STOLEN my money. I want my refund to be processed electronically and to be put back in to my checking account as easily as they took it out. No excuses are for their deceptive practices, they just need to refund our money ASAP - no more 45 day processing times. It should not take 6 months to get a refund.Desired Settlement: I want my refund to be processed electronically and to be put back in to my checking account as easily as they took it out. No excuses are for their deceptive practices, they just need to refund our money ASAP - no more 45 day processing times. It should not take 6 months to get a refund. If they were a good company they would offer us something for our trouble - but I don't see that happening. I just want our money refunded ASAP!

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 27, 2015 correspondence regarding the complaint filed by [redacted]. Mr. and Mrs. [redacted] are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWR. They paid the annual program fee twice and requested a refund of the second annual fee. A refund check was mailed to the [redacted] on May 27, 2015. We apologize for any inconvenience this may have caused. AWR takes all consumer concerns seriously and we regret that this issue caused Mr. and Mrs. [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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I don't think they are taking responsibility for THEIR OVERSIGHT or the UNETHICAL matter in which our refund was handled. Their explanation makes it appear as if this was an error on the part of my husband and I that WE overpaid our account. When in FACT they sent a paper bill and received payment PRIOR to an electronic debit that was set up whereby THEY TOOK AN ADDITIONAL PAYMENT. It took nearly 3 months to clear the matter up AND that is ONLY because my husband and I caught the error on our bank records and continued to follow up with the $197 oversight. It was also interesting how our complaint and our bookkeeping records saved 900 of their customers from being neglected in refunds (according their customer account manager). We have since received our overpayment - that should have NEVER happened if they ran an ethical billing process.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the rejection filed by [redacted]. Mr. and Mrs. [redacted] are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWR. They paid the program fees using a debit card. The debit card information recorded in the [redacted] account expired, and as a result, they were sent a renewal notice. Mr. [redacted] called AWR to update his debit card information. Shortly thereafter, AWR received a check from the customer to renew the Program. After receiving the check, AWR inadvertently charged the debit card. A refund check for the duplicate payment was sent to the customer.If Mr. [redacted] did not contact AWR initially about his request for a refund, he would have received a letter advising him of the duplicate payment. However, there was a delay in updating the account because of the duplicate payment issue. We apologize for any inconvenience the customer may have experienced as a result of this issue. AWR takes all consumer concerns seriously. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Consumer

Response:

[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.]

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,

Review: First time I have had problems with this company. I sent two individuals payments with the bottom torn of off the invoices to insure accurate payment in for different services on the same day. Hand delivered to post office on 2-10-15 was due on 2-27-2015. I called on 2-17-2015 for conformation was told they had not received them okay. I then called five business days later was told they had only received payment for one service totaling $47.88 had conversation with service rep. was told they were behind on processing then how could they processes one and not the other. they did not know. I checked with my bank both checks the other one $180.00 for the other service which was for outside water line and sewer line unlimited protection had been sent through on the same day which was 2-20-2015. Mean while I receive a letter from the company stating that my enrollment for the $47.88 was good up through 2-19-2016. Where this came from I do not know called back on 3-12-2015 at 2:41 p.m. no answer voice mail was full. I then contacted local Revdex.com they directed me to the right Revdex.com. I have since received a confirmation letter stating that the $47.88 for in home plumbing is now active from the date of 3-12-15 yet it no where does it states any thing about the water line and sewer line unlimited protection program. Need conformation for the water line and sewer line unlimited protection program and for the in home water line protection to have both plans starting on the same day. if they want to start both on 3-12-2015 I am okay with that.

Thank youDesired Settlement: Confirmation from them of both service plans starting on 3-12-2015. Separate letter from them of an explanation of what went wrong from their end.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 24, 2015 correspondence regarding the complaint filed by [redacted]. Please be advised that when a customer enrolls in any Program offered by AWR, a confirmation letter is sent to the customer upon the customer’s enrollment. Upon the renewal of a customer’s Program term, AWR does not send a letter confirming the renewal. Ms. [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in November of 2009. Upon the expiration of Ms. [redacted]’ IHPP in November of 2011, the customer did not renew her Program. In March of 2015, Ms. [redacted] re-enrolled in the IHPP. At that time, a confirmation letter was sent to the customer regarding her enrollment in the Program. Ms. [redacted] enrolled in AWR’s Water and Sewer Line Protection Program in January of 2014. At that time, a confirmation letter was sent to the customer. Ms. [redacted] chose to renew her Water and Sewer Line Protection Program by sending a check to AWR. Since AWR does not send notifications regarding a customer’s renewal in any Programs offered by AWR, Ms. [redacted] will not receive a letter confirming that her Water and Sewer Line Protection Program had been renewed. 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 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.

Consumer

Response:

[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.]

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,

Review: I called American Water Resources for almost a year complaining about the smell of sewage in my house which may be attributed to a leaky pipe. Finally someone came yesterday. Once he did not find a water back-up, he left without examining the pipe. I feel that this company is taking money for services and not providing the service. I need the pipe examined so I could know the nature of the smell. The plumber said that I was smelling a dead rat from one year ago. Quite an insult to my intelligence. I need to have the pipes examined.Desired Settlement: I want the pipe to be examined and any leaks fixed.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your December 2, 2015 correspondence regarding the complaint filed by [redacted].Mr. [redacted] is a customer of AWR’s Sewer Service Line Protection Program. On November 30, 2015, Mr. [redacted] called to report a sewer backup and a bad odor. The AWR claims representative dispatched a contractor to investigate the problem. The contractor found that Mr. [redacted]’s sewer line was not showing any indication of a blockage. The contractor advised that repairs were not necessary, because Mr. [redacted]’s sewer line was working properly. If Mr. [redacted] experiences a backup in the future, we encourage him to contact AWR. 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The part about the bad odor was completely ignored. The company will only respond to backups. That is ridiculous inmy view since the odor could be caused by a defective pipe. How could the contractor claim the pipe was in good condition when he refused to examine the pipe which is why we have insurance. The company appears to take our money then only drain clearance is performed. This could be done for $49.99 by the guys across the street. We need service. I need to have the pipe examined to see if it is causing the odor. The company's performance through the contractor was insulting since he claimed that I was smelling a dead mouse for the past 6 months.

Regards,

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The contractor did not check the pipe for damages, he merely checked water flow. Since the pipes are covered by the insurance, why was the contractor afraid to check the pipes for damage? Also he made n recommendation about changing the trap. He spoke only about mice. I wanted the pipes checked for damage and not just water flow. THE CONTRACTOR REFUSED my request yo check the pipe for damage. If this company is afraid to check pipes for damage they should say so and I will get someone who is competent to do the work s that I do not have to rely on this company which seems to be a waste of my time and money.

Regards,

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The contractor they sent refused to examine the pipe. I think their insurance is useless.

Regards,

Review: On 4/4/14 I contacted American Water Resources re: backup in my 2nd floor sink/bathtub and in my basement. The AWR rep that came to the house stated that the problem was outside the house and I should get a plumber to address this problem. The plumber charged me $652.68 to fix the problem of roots growing into the piping. He snaked the line, had me take videos of him doing so and said the problem was the roots growing into the line. AWR rep should have fixed this problem when he came out. Instead, he had me flush my downstairs toilet, then tell me when I went to the basement that he wished I could see how the water went right through and there was no backup. And he should not have been in the house in the first place because I could hear his supervisor telling him to get out of the house that he should not be in the house. And when he came to my house, and asked to come inside I said to him I thought that you were not supposed to come inside. When his supervisor told him to get out of the house, that's when he got out.Desired Settlement: I want the return of my $652.68 that I had to pay out of my pocket for a plumber.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 15, 2015 correspondence regarding the complaint filed by [redacted]. On April 4, 2014 Ms. [redacted] notified AWR that she experienced a back up. AWR dispatched a contractor and upon investigation the contractor determined that the customer was not experiencing an issue with her sewer line. On April 28, 2014, Ms. [redacted] notified AWR that she hired a private contractor to clear her sewer line. Ms. [redacted] then requested that AWR repay her for the out-of-pocket expenses she incurred to have her sewer line cleared. Since AWR’s contractor determined that Ms. [redacted] did not experience an issue on her sewer line, her repayment request was denied. Please be advised that since AWR’s contractor determined that Ms. [redacted] did not experience an issue on her sewer line, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains denied. Additionally, Ms. [redacted] elected to cancel her Sewer Line Protection Program on January 20, 2015. 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 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The plumber which I paid out of pocket for had determined that AWR 's plumber should have completed the work based on his snaking the line from inside the house. And yes, I canceled my contract with AWR because they're a scam operation. They get paid, their plumber gets paid and the consumer pays.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, 2015 correspondence regarding the rejection filed by [redacted]. As previously stated, AWR’s contractor determined that Ms. [redacted] did not experience an issue on her sewer line. As a result, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor 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 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I reject AWRs' response because their plumber did not do everything possible to ascertain that the problem was not in the house. I have photos and videorecordings of the plumber I hired out of pocket snaking the line in the house. This was AWRs' responsibility.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, 2015 correspondence regarding the rejection filed by [redacted]. Ms. [redacted] was a customer of the Sewer Line Protection Program (SLPP). The SLPP covers repairs to blocked or clogged sewer lines; it is not a preventive maintenance program. Ms. [redacted] reported a blocked sewer line on April 4, 2014 and AWR sent a contractor to investigate the issue. AWR’s contractor determined that Ms. [redacted]’s sewer line was not clogged, and as a result, it was not necessary for him to clear the line or make any repairs. Ms. [redacted] later submitted an invoice, requesting repayment for out-of-pocket expenses she incurred by hiring her own contractor, dated April 26, 2014. If Ms. [redacted] experienced a sewer line issue after the service visit on April 4th, she could have contacted AWR to request that another contractor be dispatched to evaluate the problem. Pursuant to the SLPP terms and conditions, AWR will not pay any costs incurred by privately hiring a contractor. Ms. [redacted]’s request for repayment for the out-of-pocket expenses she incurred to hire a private contractor 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 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.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your July 7, 2015 correspondence regarding the rejection filed by [redacted]. AWR made a good-faith offer to Ms. [redacted] in which the offer comprised of those repairs submitted by Ms. [redacted] that are covered under the program’s terms and conditions. We also explained to Ms. [redacted] that AWR would not be paying for any repairs not covered under the program. While Ms. [redacted] has rejected AWR’s offer, we believe the offer to be a fair one and will keep the offer open until July 21, 2015 in the hopes that we can amicably resolve this matter. 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: AWR did not fulfill their promise to me as the consumer.

Regards,

Review: On 5/21/14 at approx. 9.30pm, I noticed the water in one of the downstairs toilets backing up. As I have a "Water Line and Sewer Line Unlimited Protection Program" service contract with provider, I placed a call to report the issue at approx 10.00pm that night. I received a voicemail greeting, advising that the offices were closed. I located and called two other numbers, only to hear the same message. I did speak with a "real person", who "apologized" but said that nothing can be done after closing hours. I was outraged, as I was led to believe that I was making my monthly contract payment of $16 for a 24/7 service. Now I was faced with the prospect of raw sewage backing up into my home.

At 9.36am of the following morning, 5/22/14, I finally received a call back from provider, asking "what seemed to be the problem". After re-explaining and again questioning the 24/7 aspect of the contract, I was told that I "have the ability to call in 24/7", but no one can respond after business hours. Needless to say, I countered that emergencies do happen "after business hours" and that we were unable to flush toilets or use water since the night before. After further discussion, I was advised of a notation in my file saying that my bill was past due. I was incredulous.....and incensed.....and said that I was holding my bill in my hand that clearly stated that my bill was due Jun 3. I was then connected to another representative who insisted that I was wrong, that the bill was past due and that no one could be sent out until the bill was satisfied. I tried to control my emotions and anger at this point, and asked what I was supposed to do with the sewage backing up into my home. I was then asked if I would like to pay my bill. When I said I would pay it on Jun 3, I was told "Then we'll send someone out to deal with your problem on Jun 3!".

This is outrageous and the maintenance plan I've been paying for all along is a scam. I would appreciate a thorough investigation, resulting in judgement against business and reasonable accommodation made to myself..

Thank you.Desired Settlement: Compensation and refund for monies paid for misleading contract, as well as for fees paid for immediate resolution of the issue.

Consumer

Response:

Thank you for your reply and for the opportunity to further clarify the particulars as they affect the original complaint.

Review: I have a policy with [redacted] to protect my sewer line. There was an issue with the February payment. On February 20th, I was told by an [redacted] employee that I no longer had coverage.

On Feburary 21st, I called a plumber to come out adn rout out my sewer line. I paid 186.35 out of pocket to have this done.

On February 24th, I received a letter from [redacted] dated February 18th saying that I had 30 days to make the February payment. I called [redacted] and spoke with an employee who guided me through the claim process. I submitted all the information via fax on February 25th.

I called to follow up on the claim on March 5th. At first the employee told me the claim was denied. Then she told me it hadn't been reviewed and I should re-submit. I re-submitted the claim on March 6th. I have heard nothing.Desired Settlement: I would like $186.35 that I paid out of pocket.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 12, 2014.

Ms. [redacted] is a customer of the Sewer Line Protection Program (SLPP) offered by AWR. She contacted AWR to report a sewer line backup. Ms. [redacted] was advised that her program was cancelled because the attempt to charge the monthly program fees to her credit card failed. Ms. [redacted]’s programs were cancelled, but her program fees were paid through March 8, 2014. We apologize for the misunderstanding and any inconvenience this may have caused the customer. AWR requested the necessary information to consider repaying Ms. [redacted]’s out-of-pocket expenses. Ms. [redacted]’s claim was approved and a check will be sent to her for the full amount she is seeking. The customer has been kept apprised of the state of her claim.

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.

Review: The company says they will fix pluming problems leaks, blockages, things like that. But when I call for help they say that is not included in their program. I have had a blocked sink drain, I was told that was not part of the program. I had to pay for a Plummer to come out and fix it, and pay for it myself. Now I have a blocked and leaking sewer line, and again they say that is not part of the program. I paid $197 for a year of coverage, but when I call for help they do nothing.Desired Settlement: Since they don't inform you of all the things that are NOT covered I would like a full refund. They only hype some of the things that they will do

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Program. On April 16, 2015, Mr. [redacted] contacted AWR regarding a drain line leak. He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from normal wear and tear. As a result, Mr. [redacted] claim was denied. On September 23, 2015, Mr. [redacted] called AWR to report a sewer line leak. Again, Mr. [redacted] confirmed that he was not experiencing a backup. Mr. [redacted] claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer line. Upon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customer. Our customer service team is available if the customer has questions or would like clarification regarding the Program Terms and Conditions. If Mr. and Mrs. [redacted] want to cancel their program, they may call our Customer Service Department at ###-###-####. AWR takes all consumer concerns seriously and we regret that this issue caused The [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. Please contact me with any questions. Thank you for your time and consideration.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is what I had expected, they take money and do nothing. I will not use their service again and will let everyone know about their non service

Regards,

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.

Review: Paid one year in advance ($65.88) for water line protection to and from house to street. When contacted, AWR could not verify it had been paid until informed of the date, check #, amount, and Bank name. When they were able to verify, we were informed that a sewer problem is not covered, only incoming water. They did offer to cover all lines for $15.99/mo. additional, but that would not cover the current problem. I cancelled service and requested refund of the year-in-advance paid. Refund may or may not be issued in 6 to 8 weeks. Their advertising makes them appear to be recommended by the [redacted], who only sell them names of homeowners in Pueblo, CO. I will now call a plumber by myself, at my expense, as they still want me to increase this worthless coverage.Desired Settlement: refund and/or pay for the plumber that I had to choose.

Business

Response:

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.

Review: American Water Resources, LLC ("AWR") was my insurance carrier for the maintenance, repair, and servicing of my home's sewer line. Due to the company's failure to honor the terms of my insurance policy, as well as its incorrect and deceptive misrepresentations, I incurred damages totaling $11,600.00.

On or about February 1, 2014, AWR sent its plumber to my home to clear a main sewer line backup. After partially clearing the blockage to a distance of 50 feet, the plumber advised me that AWR would not allow him to perform any further work because there was a snake stuck within the line at 12 feet. Both the plumber and AWR refused to take further action or servicing on the sewer line until I had the alleged snake removed, even though the plumber agreed that the alleged snake was not the cause of the blockage.

At AWR's specific advisement, I hired my own plumber to remove the alleged snake. This was no easy task. The concrete above the sewer line needed to be broken up so that the snake could be physically removed from the pipe. Additionally, undergoing a project of that magnitude forced me to incur the expense of repairing the blockage that AWR refused to clear, despite its duty to do so under the terms and conditions of my insurance policy.

I specifically advised AWR of this work to be performed, which required excavating the front yard and sidewalk to a depth of 12 feet. I again requested that AWR provide the plumber. AWR refused to do so. Rather, AWR advised me to pay for the repairs out-of-pocket and call them so their plumber could reassess the situation. I told them that leaving a 12 foot hole would be an unsafe situation and unacceptable.

Significantly, no snake was ever found in my sewer line! The only items found were tree roots. AWR's misdiagnosis of the snake caused me to incur $11,600.00 in damages and resulted in extreme hardship to my family. AWR had a duty to unclog my sewer line and breached that duty by failing to do so.Desired Settlement: AWR needs to refund me $11,600.00, which represents the cost of the repair of my sewer line. The repair was covered under my AWR insurance policy. AWR used deceptive practices to avoid making these repairs. AWR misdiagnosed what was in my sewer line and refused to take further action to repair the condition. AWR must also refund me my insurance premiums, since AWR accepted those premiums but did not perform its obligations under the insurance contract.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the results of the company’s video camera inspection were incorrect. At the company’s insistence, I hired a contractor to repair the sewer line. However, the contractor only found tree roots in the sewer line, and he provided the attached letter to that effect. He did not find any snake, piece of equipment, or other foreign item, as the company had allegedly indicated as grounds for not repairing my sewer line themselves. Since the tree roots were obviously not caused “by the customer or any third parties,” the company had a duty repair the sewer line under the policy. The company failed to do so, and the company failed to reimburse my out-of-pocket expenseswhen it forced me to arrange for the repairs myself.The company’s investigation was unreliable, incorrect, and insufficient. Had the company performed a proper investigation, it would have recognized that there was no piece of equipment or foreign object in my sewer line. Despite being advised of this mistake, the company has astonishingly continued to refuse performance of its duties under my policy. The company’s response to my underlying claim and subsequent complaint has been completely misleading and disingenuous. I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2015 correspondence regarding the rejection filed by [redacted]. As previously stated, AWR dispatched a contractor to investigate the issue described by Mr. [redacted]. AWR’s contractor restored service for the customer by clearing the sewer line. The contractor also conducted a video camera inspection of the sewer line and observed that Mr. [redacted] had a piece of equipment in his sewer line. At that point, the customer was advised to remove the item and then to notify AWR so our contractor could continue the investigation and make any necessary covered repairs. AWR did not deny Mr. [redacted]’ claim due to the foreign object; we were awaiting confirmation that the object was removed so the contractor could be dispatched to complete the claim. Mr. [redacted] stated that the private contractor he hired to replace his sewer line did not find a foreign object in his sewer line, only tree roots. However, in the video camera inspection completed by AWR’s contractor, it is evident that there is a foreign object in the customer’s sewer line. AWR reviewed the video and it has been confirmed that the foreign object was a piece of equipment. Since it has been confirmed that there was a foreign object in Mr. [redacted]’ sewer line, the customer’s demand to have AWR repay him for the out-of-pocket expenses he incurred to replace his sewer line remains denied. Mr. [redacted] also requested AWR to repay him for expenses he incurred to replace his water line. AWR’s Water Service Line Protection Program provides protection for leaking or broken water lines. The customer explained to AWR that he did not have a water line leak. As a result, this request has been denied.Mr. [redacted] also requested a refund of his program fees. AWR honored multiple claims established by Mr. [redacted] and provided service under the contract. The customer’s request for a full refund has 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the AWR contractor never cleared my sewer line, and because the results of his video camera inspection were incorrect.Contrary to AWR’s assertions in its most recent response, its contractor never cleared my sewer line. Rather, the contractor attempted to clear the sewer line by using a snake, which did not completely work. The contractor then attempted to clear the sewer line by using a water jet system, which also did not completely work. These failures resulted in the video camera inspection that AWR referred to in their letter. Had the AWR contractor properly cleared my sewer line, the video camera inspection would not have been necessary.As previously noted, the results of the AWR’s video camera inspection were completely incorrect. My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to now reimburse.AWR claims that their company advised me to remove the “item” in my sewer line, and then notify AWR so their contractor could make the necessary repairs that he could not previously fix. As discussed with multiple AWR representatives at the time, this was impossible to do. My sewer line is located below a concrete walkway on a public street. In order to remove the “item” that AWR incorrectly stated was in the sewer line, I needed to break up the concrete; once the concrete was broken up, it would be unsafe to leave the public walkway open while we waited for an AWR contractor to further investigate. Again, I invited AWR to perform the procedure themselves, but the company refused, likely due to the large expense involved with the project.AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect. In a letter dated May 5, 2014, a licensed sewer and water main specialist attested to the fact that he personally opened up the sewer line, and that no foreign object was found. An in person inspection by alicensed professional is certainly more reliable and accurate than a video camera inspection. Despite this evidence, however, the company has chosen to reiterate its prior incorrect position. The company’s blatant disregard and cavalier dismissal of the contradictory objective evidence provided to them is insulting and is a waste of the Revdex.com’s time, energy, and resources.In sum, AWR made a statement to me that turned out to be false and incorrect. I relied on that false statement in good faith, and I was forced to incur $11,600.00 in out-of-pocket expenses. AWR admits that that they would have repaired my sewer line if no foreign object was present, but now refuses to honor their duties under my insurance policy. The company should be sanctioned for its irresponsible and disingenuous behavior.Regarding AWR’s comment that my water line did not have a leak, the company ignores the fact that once lead pipe is exposed to the air, it develops leaks. These leaks would have lead to a subsequent excavation of the concrete at an additional expense at a later time.I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your February 24, 2015 correspondence regarding the rejection filed by [redacted]. AWR stands by its prior responses dated January 27, 2015 and February 16, 2015 that it is evident in the video camera inspection completed by AWR’s contractor that there was a foreign object in the customer’s sewer line. Additionally, the customer explained to AWR that he did not experience a water line leak; he replaced his water line as a preventive measure. As a result, the customer’s demand for repayment of the out-of-pocket expenses he incurred to replace his sewer and water lines remain denied. Mr. [redacted] also requested a refund of his program fees. AWR honored multiple claims established by Mr. [redacted] and provided service under the contract. The customer’s request for a full refund 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 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: AWR has added nothing to justify its breach of contract and because the results of its contractor’s video camera inspection were incorrect. As noted multiple times previously, no foreign object was ever found in the sewer line, and I specifically provided a certified letter from a licensed contractor confirming such. In response, AWR has submitted absolutely no evidence to the contrary and has continued to ignore the objective evidence. This communication is now a formal demand for AWR to produce evidence showing that a foreign object was present in my sewer line. Additionally, AWR’s statement that the replacement of the water line was preventative is incorrect. AWR again fails to recognize that by excavating the concrete above the water line, the line needed to be replaced; and again, the concrete was excavated based upon an incorrect assessment provided by AWR in response to a video camera inspection rather than an in person inspection.AWR states that it takes customer complaints seriously, but their actions have showed just the opposite. The company has had over one hundred complaints to the Revdex.com alone, a number of which remain unresolved. In this instance, the company made a statement of fact that turned out to be incorrect, and yet the company continues to disregard its duties under the policy for which I paid premiums. AWR is notorious for deceptive business practices, and my case is no different. As stated previously, AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect. My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to reimburse. I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy. In the alternative, I demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: AWR’s response was completely untimely, and because the response did not add anything new to my complaint. First and foremost, AWR defaulted on its opportunity to respond to my complaint. I rejected AWR’s prior response on March 14, 2015. A rebuttal was necessary within ten calendar days of that rejection. AWR did not respond until April 8, 2015, nearly thirty days later. Additionally, AWR’s response failed to provide a reasonable excuse for the delay, and it certainly did not provide proof of a meritorious defense to my claim.AWR also failed to provide any new information in its response. Significantly, AWR failed to provide evidence conclusively showing that a foreign object was in my sewer line. Rather, AWR merely attempted to shift their burden to me by forcing me to review their video camera inspection outside the presence and forum of the Revdex.com. I reject this delay tactic and refuse to do so.Once again, I formally demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line. If that evidence is in the form of a video camera inspection, then AWR must upload that inspection to the Revdex.com system so that it can become part of the record. Additionally, I demand that AWR provide, in writing, the following: a description of the alleged foreign object contained in my sewer line, along with the size of the foreign object, the shape of the foreign object, and the location of the foreign object in the sewer line; and a description of the sewer line piping, including the color of the piping, the condition of the piping, and the material from which the piping was made. To be clear, AWR has had four opportunities to provide evidence rebutting the fact that no foreign object was contained in my sewer line and rebutting the independent letter provided by the contractor that actually opened up my sewer line and found only tree roots. AWR has continued to waste the Revdex.com’s time, energy, and resources, and has failed to provide the requested information. As stated previously, AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect. My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to reimburse. This statement is especially true in light of the fact that AWR defaulted and failed to provide a timely rebuttal to my prior response. I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy. As discussed in greater detail above, I also demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line. I further request that the Revdex.com sanction AWR for its flagrant disregard of the facts of this case and for its frivolous conduct in the handling of my claim.

Regards,

Review: At approximately 12 Noon EST my wife contacted the named company in reference to a Sewer line problem we were experiencing. A representative took the necessary information and advised my wife that someone would call back shortly. At approximately 3:00PM EST my wife called back to find out the status of our request, she was informed that someone would be calling within the next hour or two. At 6:00PM EST I asked my wife if anyone had called back, she said No. I asked her to call our contractor for the Heating/Cooling System to see if they could possibly check out the problem. After contacting [redacted], I was informed by the representative that could be here as soon as 10:00PM EST. I agreed, and they arrived at approximately 9:45PM EST. The technician "snaked" the line and removed a 5 foot piece root that indicated a break in the line The Technician left my residence at about 11:30PM EST. He also indicated that another technician with a camera would be out the next day to confirm this. The camera technician came out the following afternoon and verified the pipe was cracked in at least two places. During this time American Water Resources or any agent of them never contacted us in reference to this problem. My wife received a call from [redacted], Contractor for AWR, stating they could investigate the problem. We called [redacted] and explained that the job was already being handled due to the lack of response over the weekend. The representative at [redacted] stated that they received the job at 10:03AM EST on 5/05/2014. AWR claimed the call was dispatched at 11:10AM CST on 5/03/2014. AWR stated to my wife that they would contact her on 5/05/2014 to verify that the Contractor was here and to see what their findings were, if any. They never contacted us during the entire weekend nor did they call on Monday 5/05/2014 as they stated. We had asked to speak to a Supervisor, we were told that a Supervisor had to be emailed. To this day we have had no response.Desired Settlement: Reimbursement for work that needed to be done in relation to what would have been paid by the normal Contract Agreement. Internal/External Evaluation of the System used to assign a Contractor by AWR and their affiliates. Also. a better communication system be implemented to contact the customer as well as a cotact/supervisor to speak to a customer when needed. The internal controls currently being used a inadequate at the very least. When a job is dispatched there should be verbal system acknowledgeing the call, as well as a call placed by the technician when he arrives at jobsite.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 11, 2014 inquiry regarding the complaint filed by Pamela Howard. [redacted] called AWR on May 3, 2014 to report a sewer line backup. There was a technical error that occurred when AWR attempted to dispatch an independent contractor to the customer’s home which resulted in a delay for the contractor contacting the customer. Consequently, the customer privately hired a contractor to conduct a camera inspection and a full replacement of her sewer line. In accordance with the Terms and Conditions of the Sewer Line Protection Program (SLPP), AWR will pay to repair clogs or blockages in the customer’s sewer line, as the SLPP is a repair program and not a replacement program. AWR contacted the customer to request an itemized invoice and proof of payment. Once received, AWR will review the items and consider repaying the customer for the repairs covered by the program up to but not exceeding the SLPP protection limits. To date, we received the customer’s proof of payment but we are awaiting the itemized invoice.AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. Howard 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.

Review: When I paid my yearly bill to this company of $108, my check was only cashed for $100. Instead of them rebilling me for the remaining $8, they again billed me for $108. When I called to see about the correction, they said that my account was overdue and I had been canceled and that they would refund the $100, which I have never received.Desired Settlement: I was willing to pay the remaining $8, but they said that wasn't possible, I had to send another $108 and they would refund the $100, which I have never received.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated January 30, 2014.

Ms. [redacted] mailed a check to renew her enrollment in the Sewer Line Protection Program (SLPP) for an additional one year term. The annual program fee is $108.00. There was a discrepancy on the check Ms. [redacted] submitted. The correct amount was reflected in the hand-written area of the check, however the incorrect amount of $100 was entered into the courtesy box on the check. The check was cashed according to the $100 value displayed in the courtesy box.

This issue was referred to a specialist who spoke with Mrs. [redacted]. The AWR Specialist explained the problem to the customer and asked her to send another check for the $8.00 difference. AWR has now received the full annual program fee. Mrs. [redacted] SLPP has been renewed and there is no lapse in her protection. We apologize for any inconvenience.

We regret 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.

Consumer

Response:

[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.]

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,

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.

Review: This company provides insurance for home water and sewer lines. We have been without water for five days, calling them three times per day to check on our claim. We never recieve calls back, and they claim they cannot connect us with anyone who is in charge. Every time we call, we start over from the beginning because no one has information on the claim we filed.Desired Settlement: We would like our water restored and to have them pay for the work. We have been paying for this insurance for three years and this is the first time we need to use it.

Business

Response:

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.

Review: Our water pipes broke over the weekend leaving a family without running water. This is a health issue. After numerous phone calls we still don't have water - SIX days later.

This is unacceptable.

The stalling tactic and apathy of American Water Resources is typical of negligent corporate America.Desired Settlement: Immediate repair - TODAY. Plus a full refund of two years of premium for the disgusting poor service the company has shown to us.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 24, 2013.

By way of background, Ms. [redacted] is a customer of AWR’s In-Home Plumbing Emergency Protection Program ("IHPP"). On or about October 19, 2013, Ms. [redacted] experienced a leak on an internal water supply line. AWR’s system experienced technical difficulties and an interruption in obtaining a second opinion from one of AWR’s network contractors, which caused a delay in the process of AWR’s repairing the customer’s in-home line. As a result, Ms. [redacted] hired her own contractor to make the repair.

Upon AWR receiving the customer’s proof of payment and invoices, AWR will issue Ms. [redacted] a refund check up to the full amount of the program limits. As a good faith gesture, in the event that Ms. [redacted] out of pocket costs exceed her program limits, AWR will consider additional repayment up to $300.00 due to the customer experiencing an inconvenience in having her in-home line repaired.

AWR strives to provide excellent customer service and we regret that Ms. [redacted] experienced issues that caused her 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.