American Water Resources

In September 15 I had problem with my sewer.I call the company.I had beautiful experiences ! Van with equipment and worker was in my place with 1 hour. He had very good machine with 5/8 snake cable for cleaning my sewer. He tried to open very hard, changed tips, but unsuccessful. After that he used CO2 for opening. Unsuccessful. Later another van came with high pressure jet .Unsuccessful.They make appointment with company what does open ground job. That company came with excavator,2 tracks and lot of stuff. They open road above my sewer pipe problem, did the job and cover. Charge me nothing !!! The cost of job in regular basis is open with mechanical snake Up to $350, CO2 $800, High pressure Jet $1000, Open road and fix sewer and cover up to $13,000. I am happy with service they provided!!! Save me lot of money !!! Very professional staff, excellent equipment, quick response, knowledgeable workers, very scheduled work. The best service I ever had. My best recommendation for this company. You are the best !!! Good luck

Review: my mom keeps getting these mailers from american water resources. I called on 12/121/14 and wanted her be to be taken off the mailing list. the first women I talked to said she would transfer me . she hung up. I called back and talked to Charlotte, she said because I am not listed on the account they cant take her off the mailing list. I asked for a supervisor and got ahold of keyona her id # is [redacted] and she said she worked alton Ill. she told me the same thing. she cant take her off the mailing list unless she talks to her,or I have a power of attorney I am not trying to get my 82 yo mother on a 3 way call to try and explain whats going on, she doesnt hear very well. First off all these are mass mailers, they dont have a birthday or anything else to confirm whether it my mom or any female on the planet. Second to go dig up a power of attorney to get taken off the mailing list is a ridicules amount of work!!! I fell this company is just dishonest!!! I also feel they are sending out mailers multiple times a year that prey on unsuspecting people . if it takes filing a complaint to be removed from there mailing list, I cant imagine what it takes to get a pipe fixedDesired Settlement: stop mailing unsuspecting people and trying to get them to sign up for your services

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2014 correspondence regarding the complaint filed by [redacted] In [redacted] complaint, he requested that his mother, [redacted], be removed from AWR’s mailing list. Per [redacted] request, [redacted] has been removed from AWR’s mailing list and she will no longer receive mail from AWR.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I moved out of my condo on August 30, 2014 but left the water turned on as the condo is listed for sale. No one has lived in the residence since August 30, 2014 and there has been very little realtor activity since. I have been regularly receiving water bills showing my water usage to be similar to months prior, particulary from the same months in 2013. This is simply impossible since no one is living there. I contacted the company and they have sent out two different technicians, one to check for leaks, which there were none, and another to see if there was a problem with the meter and there were apparently no problems. I spoke with customer service for the second time but was not offered any solutions so I asked to speak to a supervisor or team leader. The person I was directed to told me that they have forwarded my information to their dispute department and should wait to hear from them. I am very frustrated, as I feel that this should not be this difficult to resolve.Desired Settlement: I feel that my bills should be adjusted and that future bills, until the condo is sold, should be accurate.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 19, 2014 regarding the complaint filed by [redacted] Ms. [redacted] filed a complaint with your office regarding an issue with her water utility bill with [redacted] Please be advised that Ms. [redacted]’s complaint relates to her experience with New Jersey American Water and does not involve AWR. Should you have any questions, please do not hesitate to contact me.Thank you for your time and consideration.

Review: When I first signed up for this service I was told if ANYTHING goes wrong with your sewer line it is covered. Well I had a back up the plumber came out and all was fine. There was a blockage he got thru. His snake got stuck and he had to force it thru. He then told me he recommends a camera go down in the sewer line to see what the problem was.

This company passed me along thru the chain of command and told me that we are not issuing a camera for your problem. It was all on me. Horrible customer service, very rude individuals to deal with.Desired Settlement: I would like this company to finish the job. Have the plumbers come out and camera the problem. I will pay in FULL if nothing is wrong.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 22, 2013, regarding the complaint filed by [redacted].

By way of background, [redacted] is a customer of AWR’s Sewer Line Protection Program ("SLPP"). On September 21, 2013, [redacted] advised that he was experiencing a sewer line back up in his basement. AWR dispatched one if its independent network contractors to [redacted]’s residence. It was determined that [redacted] was experiencing a blockage in his sewer line, in which AWR’s independent contractor was able to remove the blockage.

[redacted] is now demanding that AWR conduct a camera inspection of his line. In accordance with the SLPP procedure, a camera is only warranted when AWR’s contractor can not clear the blockage. At this time, [redacted]’s sewer line is open and flowing and he is not experiencing a back up. Accordingly, AWR has decided to stand by the denial of [redacted] demand to camera his sewer line. Should [redacted] experience additional issues with his sewer line in the future, AWR would conduct appropriate investigation, including a camera inspection, to determine if additional repair (beyond clearing the line) is warranted.

AWR strives to provide excellent customer service, and we regret that [redacted] experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Regulatory Compliance Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I spoke with many customer service reps at the company and some advisors. I told them many times I would pay for the camera, if they would reimburse if something were to be wrong. My hope is that nothing is wrong. But when a professional plumber tells you that he recommends a camera be done, I think it should be done. Yes, the blockage was fixed, BUT his snake was stuck on something, and that caused him concern that something else could be wrong. Then when the company did not comply with what the plumber recommended I wanted to cancel my service if they weren't going to provide me the service. I still have yet to see my refund. All I want is reassurance that there is nothing wrong with my sewer line. Like I stated earlier, I would pay for the camera to be done. But if something is wrong with the sewer line, I would expect them to fix the problem and pay for the camera.

Regards,

Business

Response:

American Water Resources ("AWR") received a copy of [redacted] second correspondence dated November 12, 2013 in reply to AWR’s response to [redacted]’s original complaint (dated October 22, 2013). Please accept this letter on behalf of AWR in response to your inquiry.

On November 15, 2013 AWR’s Escalation Specialist, Susan Pappalardo, spoke with [redacted] in regards to his cancellation request. [redacted] has confirmed his decision to cancel his Sewer Line Protection Program ("SLPP"). Should [redacted] experience additional issues with his sewer line, AWR is not responsible to repair or camera his sewer line. [redacted] also expressed that he would like to receive a refund of his program fees. The Terms and Conditions of the SLPP do provide for a prorated refund upon cancellation of program fees paid, less the cost of any repair services performed. Because the cost of the sewer line clearing performed by AWR’s contractor exceeded the amount of program fees paid by [redacted] for the current contract term, there is no refund due.

AWR strives to provide excellent customer service, and we regret that [redacted] experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed your concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Regulatory Compliance Manager

American Water Resources

Review: on 23 of october noticed water pooling around house thought it was rain..but decided to call 28th called water resouce company ###-###-#### and was told she could not find anything on file from indianapolis .she asked if had service in gary indiana..we are not connected with them was not covered by them.then called [redacted] in indianapolis. they would send out someone to check for me..found out there was a water leak .and need ed to calls ome one to fix leak someone that was bonded.the next day water company put a line showing where they would cover that was not on property..they could not help.the next day received a letter from water resource company and it stated that in order to be covered by them call toll free ###-###-#### program..did not say was covered.so called house insurance company..was not covered by them either so..called independent contractor to as issues they found water leak and pipe broken under ground.to be fixed would cost 1800.00 two days later independent company came out to begin work.delayed due to rain.(work was completed by saturday 11-2-13).same day1-28-13 received letter again from water resource to call ###-###-#### to get protection and 9.99 monthy or annual fee 108.00. 11-6 called water resource ###-###-####[redacted] stated that I do have coverage . two days later received 3 rd letter stating full payment is due to maintain protection of 60.00 by 1-4-14.when called ###-###-#### disconnected 11-7-13 so called back 11.00 am same day answered american water..they are disputing coverage and payment because they are saying we did not use their contractors after the fact...Desired Settlement: refund for the amount of 1800.00 payed to another contractor because of faulty information given by company and misleading information by several intities of the company...different information causing me to take care of the information.myself and also..taking advantage of elderly I am 76 years old and recently lost my husband I am trying to keep up with everlything..these people are crooks and should not have a business if they are going to be misleading and taking advantage of people . this company states they pay up to 5,00.00 on paper received 11-6-13. and have to use their contractors...I did not have this information to handle matter.....please advise me what to do...I do not have money to spend like this and to waste...nor do I have time and energy to deal with crooked misleading business such as water resource inc...

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 8, 2013.

By way of background, Ms. [redacted] is a customer of AWR’s Water Line Protection Program ("WLPP"). On or about November 6, 2013, Ms. [redacted] called AWR to report that she had a leak on her water service line. However, she had already hired her own contractor to repair the leak because she could not find her account information at the time of the leak.

The Terms and Conditions of the WLPP do not cover reimbursing account holders for out of pocket expenses incurred from hiring their own contractor. However, AWR has notified Ms. [redacted] that upon receiving a copy of her contractor’s invoicing and her proof of payment, AWR will review the invoices and as a one time courtesy will issue Ms. [redacted] a check up to the amount she paid to repair her water line, not to exceed the applicable protection limit of the WLPP. AWR will not issue a refund to any monies paid beyond repairing the water line.

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.

Regulatory Compliance Manager

American Water Resources

###-###-#### (office)

###-###-#### (mobile)

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,

[redacted] in respect to information...I did call the company prior to having work done...but was told that I did not have coverage..several days later after having the work done received letter stating that to continue service pay a certain amount..then I called to ask why now I all at once now have service..they stated that I did not talk to any one there and I did have service but since I paid someone else to do work I could not get refund...I thank you for clearing up any misunderstandings concerning this complaint...and have sent in information requested..hope to receive my refund soon of 1,800.00...again I thank you for your help..

Review: DON'T WASTE YOUR MONEY. The service contract EXCLUDES coverage for anything but a clog. This means if there is a leak or break in your line, you're not covered. After multiple calls to customer service and four contractors that were supposed to be dispatched, no one came to investigate the problem.

I ended up hiring my own contractor to repair before the situation became worse. I wish I hadn't wasted my money on this useless contract.Desired Settlement: Refund the premium that I paid. Make sure that your sales people and website clearly articulate what is NOT included in the the contract.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 26, 2015 correspondence regarding the complaint filed by [redacted].[redacted] was enrolled in AWR’s Sewer Line Protection Program. On September 24, 2015, [redacted] contacted AWR and explained that everything in his home was draining slowly. The AWR claims representative reviewed the program terms and conditions with [redacted] and assigned a contractor to handle his claim. [redacted] confirmed with the contractor that he was not experiencing slow draining pipes or a backup, which are indicative of a clogged sewer line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged sewer line resulting from normal wear and tear. As a result, [redacted]’s claim was denied.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Review: I bought a new home in December 2013 where the previous owner had signed up with this compa** and their monthly charges are automatically attached to the ** water bill. I received a letter from the company explicitly stating enrollment does not transfer to the new owner and thus I have not enrolled and am not eligible for service repairs. The problem is I have been nevertheless billed for the service fees every month (which is enclosed on my water bill) despite not being enrolled. And because I get my water bill every 3 months, it took me awhile to realize the charges haven't been removed. On 8/23/14 I called the company to sign up for the service and told them about the erroneous charges on my account for from Jan till the point I enrolled. I was told that it would be automatically refunded. On my next quarter water bill, I still had not received a refund or credit. I called on 11/28 and was told by Tiffany that there was no note of my request for a credit and because I had not taken down the name of the agent the situation was against me. But if they really wanted to know, it was the same agent who enrolled me in the plan. Finally Melanie ID [redacted] called me back on around 12/11 to follow up. Much to my dismay she said the letter I received was incorrect, that I am eligible to receive service repair despite not being enrolled. I will go with the written letter than to go with her verbal excuse. It sound all very unethical. Lying to customers. All I want is to be credited for the charges from Jan to August ( the period I wasnt enrolled and yet billed). Melanie said will get back to me in the same day. It has been a week. Still haven't heard from her. I called her 12/15 and she was not available. At this point I feel the company is just ignoring the problem.Desired Settlement: All I want is to be credited for the charges in Jan thru September ( the period I wasnt enrolled and yet billed).

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your December 17, 2014 correspondence regarding the complaint filed by [redacted] The previous owner of [redacted] property was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP) and paid the program fees via their water utility bill. AWR was not notified that the ownership of the property had changed. As a result, the previous owner’s Programs were not cancelled and the program fees remained on the water bill.Per [redacted] request, she will receive a credit on her water bill for those months she was not enrolled in the program. Her current program fees will continue to be applied to her water bill quarterly until she cancels the program. The credit will appear on her next water bill statement. AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: Over the phone and on the website they promised that all plumbing would be repaired with a $50.0 co-pay to the plumber. Prior to purchasing the plan I was assured that all plumbing repairs would we covered, no exceptions. The website claims the same. I contacted the company (2X)and they advised me to read the fine print. They apologize but kept telling me that the person who signed me up. shouldn't have told me that all plumbing would be covered,,and they were sorry,,but the service is not covered(inside plumbing service)Desired Settlement: They should cover the repair that was promised, and subsequent repairs

Business

Response:

Please send this complaint to American Water Resources. This is not a NJ American Water issue as we do not provide water line/ sewer line protection plans.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 17, 2014 inquiry regarding the complaint filed by James Noonan, who is the brother of the account holder, Kenneth Noonan. [redacted] has been a customer of AWR’s In-Home Plumbing Emergency Protection Program (IHPP) since July 28, 2011. On April 16, 2014, [redacted] called AWR and reported that he was experiencing a crack on the cast iron pipe of his drain line that was causing it to leak. In accordance with the IHPP’s Terms and Conditions, AWR will not cover repairs to any leak or break of Your Drainage System that does not cause a clog or blockage. Subsequently, AWR will stand by its denial of [redacted]’s claim in which he requested repairs to his drain line. AWR takes all consumer concerns seriously and we regret this issue caused [redacted]’s brother 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:

Regards,

Review: On 2/26/15, [redacted]) was contacted about possible leak on water line. They contacted American Water Resources (AWR) with whom I have insurance for water line to address issue - claim was opened. My water was turned off for 8 days while they were addressing the problem. AWR sent [redacted] and [redacted] on 3/6/15 to find leak. They said that there was no leak on the water line and that the leak was in my home. Since then, my water bills continue to rise and there is no visible sign of any leak in my home. I have had other plumbers out and they all say that the leak is on the water line and not inside my home. The leak has obviously grown and my water bills indicate water usage has gone from 2,200 gallons per month to 20,200 gallons per month. I contacted PAWC again on 8/12/15. AWR was contacted on 8/13/15 to open a new claim. They sent [redacted] on 8/14/15 to assess. They confirmed that the leak is on the water line and not in my home. [redacted] submitted a proposal to AWR resolve issue. AWR contacted me on 8/18/15 that the proposal was too expensive and would send [redacted] (TLC) to assess. TLC came out on 8/19/15 and submitted a proposal to AWR. As of today 8/27/15, AWR is saying the proposal is still under review. I am waiting for a supervisor to contact me from AWR since you are NEVER allowed to speak to a supervisor, they must call you back. In the meantime, all of that water is leaking from the water line into the ground under my home, which is on a concrete slab. PAWC technician verified today that this large of a leak could be damaging the foundation of my home. AWR needs to take action now and stop dragging their feet! Water is being wasted, my water bill is significantly going up, and damage to my home's foundation could be increasing. It has been 2 weeks since the claim was opened with AWR and NO plan has been set up to resolve this issue!Desired Settlement: Expedient repair of my water line to be covered by the insurance I pay for monthly. Also because of the incorrect assessment made on March 6, 2015, 8 days without water, skyrocketing water bills, damage to my home's foundation, not to mention the hours spent on the phone dealing with this, I feel that AWR should cover the entire cost of the repair including the concrete that will be jackhammered up and will need to be replaced.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 28, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR to report a water line leak on August 12, 2012. AWR dispatched a contractor who determined that there was a leak on her main water line. The contractor’s proposed cost to complete the water line repair exceeded the protection limit of the Water Line Protection Program. AWR contacted Ms. [redacted] and explained the contractor’s findings and the recommended repairs. AWR’s specialist also reviewed the program terms and conditions and AWR’s suggested resolution with the customer. Ms. [redacted] understood and accepted AWR’s offer to resolve the issue.AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

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.]

Revdex.com,I did accept AWR,s settlement because they were not able to come up with a solution to repair my water line. It wasn't until I filed the complaint with the Revdex.com that I received the settlement offer. Please review the attached document that explains what occurred between my original claim with AWR that was filed on 8/13/15 and 8/28/15 when the settlement was offered.

Regards,

Review: In March 2012, I signed up for sewer line insurance through American Water Resources, located in [redacted], Illinois. I recently renewed my policy in late March of this year; the check was cashed on March 31st. I never received my renewal confirmation, as I normally do. Last week, I called the recommended number on the back of the policy to inquire as to why I have not received my confirmation. They claimed they could not help me; that since I was in California, they need to have a licensed person call me back. I said no, I would call another time. They have since mailed me a final notice to renew this policy that I have already paid for. I called again today, and again, they told me I would have to speak to a licensed person. I asked if they could transfer me to such a department; I was told there is no one available at the time. They said they would have someone call back within an hour; I received no call. I am furious, as I purposely called the number on the back of the policy that clearly states "If you have questions about the policy, simply call our Customer Call Center at ###-###-####. I consider this to be a false claim.,Desired Settlement: I insist on at least a partial refund, although I am seriously considering cancelling this policy.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 8, 2014 inquiry regarding the complaint filed by [redacted].

Ms. [redacted] called AWR on May 8, 2014 regarding her Water Line Insurance Policy (WLIP) and Sewer Line Insurance Policy (SLIP). During the call, Ms. [redacted] stated that she had sent a check to AWR to renew her WLIP and SLIP but did not receive a confirmation letter.

Upon investigation it has been confirmed that AWR had sent Ms. [redacted] a combined WLIP and SLIP renewal form which Ms. [redacted] filled out and returned with a check to AWR. Inadvertently, Ms. [redacted]’ check was not applied to her account, which indicated why her account reflected that her policies were expired. AWR has since corrected the issue with Ms. [redacted]’ policies and sent her a confirmation letter via email. Typically, AWR does not issue confirmation letters to customers upon renewal; customers will only receive confirmation letters upon renewal if they made a change to their policy.

If Ms. [redacted] would like to cancel her insurance policies, AWR will refund Ms. [redacted] the amount she paid to renew the policies. However, we hope that Ms. [redacted] will continue to be a customer of AWR as we truly appreciate her business.

AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

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 somewhat satisfactory to me.

I would greatly appreciate the return of my money; however, the AWR completely lacks class, tact, and professionalism in response to their customers' personal complaints.

Regards,

Review: I had an immediate sewer back-up emergency. My sewer line backed up and I had to hire a company to route it out, which I did. When I contacted American Water Resources they said they did not accept work done by anyone but someone they hired to do the job. This was not made clear to me at the time I purchased the policy. They would not compensate me for the expense of the service needed.Desired Settlement: I would like some or all of the $1629.00 refunded by check.

Business

Response:

Revdex.com ID [redacted]

Review: I called AWR for a claim on a blocked sewer line & told the agent that I had another plumber over first to determine if the blockage is in the house or mainline. I explained to the AWR agent that the plumber was actively snaking my sewer line to unblock so I could use my facilities & explained the plumber I call first told me that the sewer line was full of clay & other indications looked to be caused by a broken pipe. I explained all this to the AWR agent before she issue a claim number & then told me that I would be contacted by their authorized service company to come out to provide service. One the AWR plumber arrived & I explained to him the situation & repeated the same story I gave to AWR agent, he went to get permission to run a camera in my sewer line, but was told no service would be provided now because the line had already been cleared. It would have been better to have been advised of this since I completely explained to the AWR agent of this before she activated a claim for my policy. I was charged $50.00 for the service call & all was just a big waste of money & time. I request AWR to reimburse my $50.00 since they should have advised me that no service would be provided due to the previous plumber cleared the blockage. AWR will not provide service to inhouse plumbing problems & I needed to determine if the blockage was in-house or my sewer line.Desired Settlement: return my $50.00 service fee since the AWR agent should have said that since the blockage was cleared no service would be provided & not enter a claim. Just common sense should have dicatated & I should not have to pay for AWR employees that don't know their own company policies.

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].

Mr. [redacted] is enrolled in AWRT’s Sewer Line Protection Program (SLPP). On June 2, 2014, Mr. [redacted] called AWRT and stated that he was experiencing a blockage in his sewer line and that he has a private contractor on his property to investigate the issue. AWRT informed Mr. [redacted] that in accordance with the SLPP’s Terms and Conditions, AWRT will not repay costs incurred from hiring a private contractor.

On June 4, 2014 Mr. [redacted] called AWRT to report that he was experiencing issues in his sewer line. The SLPP terms and conditions were reviewed with the customer, including the $50 service fee; the customer agreed to the terms and conditions. AWRT dispatched an independent contractor to the customer’s home. Upon investigation, the contractor found the sewer line was open and functional, and he determined that no additional repair was necessary. Mr. [redacted] was unhappy that he had to pay the service fee. He stated that he told the AWRT claims representative that his sewer line was cleared. AWRT believes that there was a miscommunication between AWRT and Mr. [redacted], because if the AWRT claims representative understood that Mr. [redacted] was not experiencing a sewer line backup, they would not have dispatched a contractor to the customer’s residence.

On June 6, 2014, Mr. [redacted] called AWRT and stated that he was experiencing another blockage on his sewer line. AWRT dispatched a different independent contractor to the residence and waived the service fee. Upon inspection, the contractor determined that repairs were necessary to fix Mr. [redacted]’s sewer line. The work is scheduled to be completed on June 13, 2014.

AWRT 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. 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: On [redacted] 2014 I called American Water Resources to report a problem with a drain in my basement. They denied me an inspection claiming I had preexisting conditions. I asked what this was based on and they said a month earlier I filed a claim and it was denied, my sewer coverage started in [redacted], and they wanted proof the problem was fixed. The problem was a drain and [redacted] came out to look at the drain. [redacted] Plumbing did come out and never looked at the drain saying the sewer was not covered. Since at that time I had no sewer coverage with AWR I called out [redacted] who cleaned out the drain with no problems. I called back, after a day now of sewer water in my basement causing damage, and asked AWR if they received documents from [redacted] that the drain was never a problem after [redacted] snaked it. After a week of arguing with AWR they claimed [redacted] Plumbing stated parts of the sewer line were falling in causing an obstruction. When I asked AWR for documentation on their claim from [redacted] Plumbing they refused to email me any information stating it would be in the mail which I never received. I immediately called [redacted] Plumbing who stated AWR had lied. In fact [redacted] Plumbing called AWR who stated no notes were on my account at all pertaining to the damage or my documentation from [redacted]. I have emails to AWR of this documentation. I called AWR three times over the week before they accused [redacted] Plumbing of reporting the supposed break which was a lie. I had a plumber come over yesterday and fix the problem which as a faulty back flow preventer valve flap. He said it was a sudden problem and could have been easily fixed by any plumber. The plumber stated nothing was wrong with my sewer line previous to [redacted] as stated by AWR who never even had a plumber look at my sewer line. Over the week water in my basement damaged the walls and carpet. It is corrupt with AWR falsely claiming damage and denying coverage.Desired Settlement: Reimbursement for water damage and plumbing service. Amounts to 626 dollars

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2014 correspondence regarding the complaint filed by Arthur [redacted]. On August 29, 2014 Mr. [redacted] notified AWR that he was experiencing a clog in his basement floor drain. AWR dispatched an independent contractor who found that the customer’s issue was located on the main sewer line. At that time, Mr. [redacted] was not enrolled in AWR’s Sewer Line Protection Program (SLPP), and for that reason his claim was denied. Mr. [redacted] then enrolled in the SLPP and reported the same issue on October 5, 2014. Mr. [redacted] advised AWR that he was experiencing the same issue that he reported prior to enrolling in the SLPP. His claim was denied in accordance with the SLPP terms and conditions, which stipulate that AWR does not cover issues that occurred prior to becoming effective in the Program.In Mr. [redacted]’s complaint, he states that he privately hired a contractor to resolve his sewer line issue on [redacted] 2014. Mr. [redacted] explained that his private contractor repaired his faulty back flow preventer. Please be advised that back flow preventers are not covered under the Program. Although Mr. [redacted]’s claim for repayment for repairing the back flow preventer has been denied, the repair is considered sufficient proof of repair for honoring future claims. Mr. [redacted] should send his [redacted] 2014 itemized invoice along with proof of payment to AWR. These items can be sent to [redacted] attention by fax: ([redacted] or email: [redacted] We will contact the customer if we have any questions.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: Last month I decided to join American Water Resources Sewer Line Service at a monthly price of [redacted] per month to be added to my water bill and this original contract was agreed upon. This amount is for coverage and service to my sewer line from my house to the [redacted] sewer line. I received confirmation for my order at the agreed price of [redacted] per month except it says that the price will be raised to [redacted] per month. When I called they told me that this increase was companywide. I spoke to [redacted] on June 5, 2014 in the morning. I told him that was not the price I agreed to, that the company should honor the agreed price for at least one year. I asked for a supervisor. He said I will get a call back in 24 hours. I told him it was like selling him a car at a price of $799.00 and when he came to pick it up I decided to change my mind and say the new price is $847.00. That is not reputable and I said my original monthly charge should be honored. I want the service but at the price I agreed to.Desired Settlement: I would like the price I agreed to in my original contract. I did not join the program at the new price and should not be charged. If they do this - what is to stop them from raising it again on me whenever amount they want. If the agreed price is not honored for the first year, I will most likely cancel the agreement for fraudulent behavior. I would worry about a company that does this.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2014 correspondence regarding the complaint filed by [redacted]

Mr. [redacted] enrolled in AWR’s Sewer Line Protection Program (SLPP) on May 15, 2014. AWR sent Mr. [redacted] a confirmation letter which indicated that there would be a SLPP price increase effective July 1, 2014. Mr. [redacted] daughter called because she was unhappy with the change and wanted to keep the original price for at least one year. Otherwise, she wanted to cancel the SLPP. AWR investigated this issue in an effort to accommodate Ms. [redacted] request. AWR can only honor current pricing, and the new price will be effective for all [redacted] SLPP customers regardless of their effective date. As a result, Ms. [redacted] request to cancel the SLPP has been processed.

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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I have had the sewer protection plan with American water resources since 2004. I have had very few calls concerning my sewer being plugged in all them years. in the past 3 years something has changed and my sewer started backing up. I have called them to clear blockages 3 times in the past 2 years. last week I had a problem so they sent a plumbing company out to fix the problem and use a camera to see what was causing the calls all of a sudden. the plumbing company found that I have a belly in my sewer line on the outside of my house. American water resources say they will not cover that problem. I started having these problems in the past 3 years so the ground had to shift or a tree root has displaced the sewer line in my opinion. either way it states on their website that they cover shifting ground of invasive tree roots. I saw for myself on the video that was made that there is a crack at the top of the section where the pipe is bellied out and you can tell something has made the pipe shift. my complaint is all these years I paid for a service only to find out that this company is falsely advertising its services. since my sewer line has been fine all these years I have had the sewer protection plan everything was ok till now. I have paid enough to this company over the years to pay for the repair in question.Desired Settlement: all I want to do is for the company to repair my sewer line outside my house. there is only 17 feet of line outside my house and 4 to 6 feet is bellied. I would be happy to pay some towards the repair but this is why I have contracted this service from American water resources. being in a rural setting the cost to do this repair isn't that much. a friend of mine just had her line replaced last year by American water resources for this same reason. she had only had the service contract with them for a short period of time unlike me.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 12, 2014. Mr. [redacted] is a customer of the Sewer Line Protection Program (SLPP) offered by AWR. We reviewed his claims history. We requested additional information from the independent contractor who repaired Mr. [redacted] prior sewer line issues. With the additional details, we will be able to determine what type of repair would be necessary to correct Mr. [redacted] problem and if that repair is covered under the SLPP. We expect to have the necessary information within the week. Once we reach a decision, we will notify the Revdex.com and Mr. [redacted]AWR regrets this issue caused Mr. [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:

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

Business

Response:

This message is a follow-up to the second rejection inquiry that [redacted] submitted on April 23, 2014 in connection with AWR’s denial decision to make further repairs to Mr. [redacted] sewer line that AWR submitted on April 18, 2014.Mr. [redacted] has requested that AWR no longer send him future solicitations. As a result, AWR has further suppressed Mr. [redacted] from all future solicitations. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns. Please feel free to contact me if there are any questions regarding this matter.

Consumer

Response:

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

Review: I have had this insurance for a couple of years. December 24, 2013 the shower and toilet backed up and went into the laundry room. I had to call a plumber and he opened it up. He put a camera in the pipe and it showed mud was coming in. I called American Water Resources December 27, 2013 and spoke with [redacted] and she said they would not cover it or come out unless there was a blockage. I asked her to send someone out, of their choice and see the problem. She refused again. I can't call my insurance company to fix the tile floor because it will happen again if the pipe isn't fixed. They should be covering this and send someone out.Desired Settlement: I want someone to come out and look at the problem and fix it. My contract reads I have coverage up to $8,000.00. I sent them a check Check [redacted] sent 8-6-13 for $108.00.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated December 30, 2013.

By way of background, [redacted] is a customer of AWR’s Sewer Line Protection Program (“SLPP”). Under the SLPP, AWR provides for the repair of blockages to residential sewer service lines caused by normal wear and usage.

On or about December 27, 2013, [redacted] called AWR to report that he had experienced a blockage in his sewer service line; however, by the time he called AWR, [redacted] had already hired his own contractor to clear the sewer line. [redacted] further told AWR’s rep that his private contractor had advised him that the sewer line was corroded and he will eventually have another back up. [redacted] requested that AWR send a contractor out to investigate and video the sewer line. Because there was no blockage in the line and therefore no covered repair under the terms and conditions of the SLPP, AWR properly denied the claim because no repair was needed.

However, as a courtesy to [redacted] as a customer, AWR will send out an approved independent contractor to video inspect the sewer line. AWR will review the results of this inspection and determine if the condition of the line warrants repair.

AWR strives to provide excellent customer service and we regret that [redacted] experienced issues that caused him to file a complaint with your office. AWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns.

Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

American Water Resources

This outfit is taking your money at renewal time and continuing to send renewal statement stating you are not protected after calling and proving payment was make via iPhone pic of sent cashed check and thinking I would be protected only to get another renewal form in the mail this outfit is a scam and should be investigated.After a second call again I was told I would be protected and I would receive something in the mail stating renewal of my protection I only received another bill either this outfit is totally incompatent or their a scam.They received just under $400.00 from me for no service at all but I guess when something sounds to good to be true it usually is.

Review: I have been a customer for well over 10 years. For the first time this morning I called the company for help. I explained that water is backing up into my house via the outside street sewer line after a rainfall., It back feeds into my basement including my washing machine. The agent I spoke to [redacted]) said that the company has no responsibility in this area. After reading our contract I find that this is EXACTLY what the companies responsibilities are. Please note that in my agreement item(s) 5 and 6 clearly states so. I had asked to speak to a supervisor to further clarify the situation and was put off.Desired Settlement: I wish to have a representative of the company come to my house to inspect the situation and fix the issue if applicable. I don't believe a determination can be made over the telephone.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 2, 2015 correspondence regarding the complaint filed by [redacted] The customer is enrolled in the Water Service Line Protection Program and the Sewer Service Line Protection Program. [redacted] called AWR and explained water was backing up into her washing machine. Her claim was denied because the issue she described falls under a different protection program in which the customer is not enrolled. We reviewed the claim and contacted the customer to gather additional information. We found that the customer hired a contractor to fix the problem. We offered to review the contractor’s invoice to determine if any of the work performed would have been a repair covered by the Sewer Service Line Protection Program. The customer may submit the contractor’s invoice and proof of payment for review to [redacted] via fax to [redacted] or e-mail to [redacted] AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Review: This complaint is in reference to the water & sewer line protection program. I enrolled in the program after learning that the sewer system for my house is very old and could require repairs at some point. The program also sends out predatory notices that the service might be needed because of the poor condition of the systems in my neighborhood. I am so sorry I enrolled in this service because they continue to charge you for a year even when they don't provide services that you request. They also auto re enroll you unless you call and cancel via their very poor customer service system. Basically, there was a huge problem at my house and the sewer line was clogged. American Water resources sent out a couple very rude and crude workers that guffawed and joked about the raw sewage they dumped around the house. They informed me that the vacant house next door was clogging the line and that they couldn't do anything to help me. I called the protection program and they also gave me the runaround and kept saying they would call back. I could never call and talk to anyone who knew anything, so it was like starting over every time I called. What a great way to discourage people from even using the service!

We ended up having to take out a $4,000 loan and pay nearly $5000 for a new sewer line. It's crazy to pay for insurance and then have to pay for repairs out of pocket and then be forced to continue to pay for the 'service' What an awful company, they aren't even located in my area so I have to call someone out of state in a huge call center to handle all of the enrollment and issues for the huge scam that the service actually is. Now everyone I speak to tells me that the insurance is a scam, even the plumbers that came out to give me repair quotes had bad things to say about the insurance because it's only good as a roto-rooter service that isnt too expensive anyway.Also when they send people out those people charge $50 per visit that is not reimbursed despite AWR claimsDesired Settlement: I would love a refund for the poor service if possible. Really, if the company was ethical they would reimburse me for the costly repairs I thought would be covered from their marketing.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 29, 2015 correspondence regarding the complaint filed by [redacted] In June of 2014, Ms. [redacted] notified AWR that she was experiencing a sewer line clog. AWR dispatched a contractor who cleared the customer’s sewer line. In August of 2014, the customer reported another sewer line clog. AWR’s contractor cleared the blockage and conducted a camera inspection of the sewer line. The contractor found that the customer’s line was shared with at least one neighbor. AWR’s contractor also determined that Ms. [redacted]’ sewer line issues resulted from a problem on the sewer line of a neighboring property. Ms. [redacted] was informed that pursuant to the terms and conditions of the Sewer Line Protection Program, AWR does not cover to repair any portion of a customer’s sewer line that is shared with a third party. As a result, Ms. [redacted]’ request that AWR repay her for the cost she incurred to replace her sewer line as well as all Program fees that she has paid since enrolling 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]’ 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: I have lived at [redacted]. [redacted] pa 16001 since 2002. We bought the home "as is" under a bankruptcy. We knew that the home may have never had drains replaced so we bought the sewer & water line protection in 2006 or 2007. Before we added that service our main house drain filled & occasionally overflowed into the basement. It continued doing that ever since we bought the home. On Oct. 14, 2014 we decided to call the sewer line protection company to have them check the drain and possibly correct the problem. They said it had to overflow a few more times before they would do anything other than use a snake. When they ran the snake here is what they noted: 60 feet from the basement cleanout to main at 25 feet we found roots. Since it seemed like we could not get the insurance company to fix the problem we called the local sewer company and they came to look at the problem. They said that we had 2 sewer lines. In order to meet code we needed to join the lines.... My point is that the workers from the sewer line protection company didnt know & didnt check for 2 lines. Also, they suspected that the lines were broken from roots but could not do anything, in their words, "after a few more visits". ([redacted].) The other issue is that we paid someone $4000 to dig the lines , join them & repair the broken lines that were at the location that [redacted] thought they found (roots). I have pictures of the broken lines. What I want is for the sewer line protection company to pay for those repairs. I have been paying for sewer line protection for several years. This is the type of situation that it should cover: broken sewer lines!

I called the sewer line protection company on June 9, 2015 & they said they could not do anything since we didn’t call them & follow their channels even though I did & I got no action to resolve the problem That’s when I called the local sewer company, which gave me information and guidance to resolve the problemDesired Settlement: Payment of $4000 to pay for sewer line repair.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. The [redacted] are customers of the Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned sewer lines. Please be advised that the SLPP is not an insurance contract. Mrs. [redacted] contacted AWR to report a sewer line backup. AWR dispatched a contractor who cleared the blockage. AWR was advised that roots were removed from the customer’s sewer line. The issue was resolved; as a result, no additional repairs were recommended. Pursuant to the SLPP terms and conditions, if the clog or blockage is cleared, no other repairs will be made. Accordingly, the [redacted]’ request for repayment 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 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.