American Water Resources

Review: Re: [redacted] PA 19405

Complaint against: American Water PA + American Water Resources

A single mother and her daughter have not had water for over one week.

Water pipes\water main broke last Thursday night [Feb 19]. We have insurance that comes as a line item on our water bill that we were told will absolutely cover this repair.

As of Feb 27, we made over 50 calls to get this resolved. All calls are documented in our cell phone logs.

We keep getting bounced between the American Water PA + American Water Resources. They sent out their own employees and 3 contractors to fix it but no one has done anything. They only got around to calling OneCall yesterday.

The staff on the phone are very nice and assure that the repair will be done ASAP but it has not happened yet.

PLEASE HELP ASAP

[redacted] ###-###-####

[redacted] ###-###-####Desired Settlement: Please help us get the repairs done! We don't know what else to do. Thanks

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your February 27, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] notified AWR that she experienced a verified leak on her water line. Upon investigation, AWR’s independent contractor determined that her water line had two problems; one issue had to be repaired by the water company, and the second problem was covered by the Water Line Protection Program. AWR’s independent contractor repaired the water line leak, and Ms. [redacted] water service was restored on February 27, 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] 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 received an application in the mail claiming "Our records indicate that the original water service line that delivers fresh water to your home was installed before 1979, and is not protected by the Water Line Protection Program".

As my home has a well, I was curious to the above claim. I called the phone number provided, [redacted] to inquire. When informed that our house had a well water system, the customer service representative informed me that American Water Resources could give me insurance for wells. I insisted that I wanted to know the origin of their records, but was continually given options for my well water insurance options. I also inquired as to what the "Water Line Program" was but was not given a direct response.

I do not appreciate this selling tactic and consider this to be a scam.Desired Settlement: I would like the Revdex.com to inform me if my claim of a scam is accurate, and if so, what course of action they will take.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2014 correspondence regarding the complaint filed by [redacted] received a direct mail solicitation from AWR regarding the Water Line Protection Program (WLPP). Thereafter, [redacted] called AWR to inquire about the mailer. As noted in his complaint, [redacted] was unhappy because during the call he did not receive (i) an explanation of WLPP or (ii) AWR’s source for the statement that "the original water service line that delivers fresh water to your home was installed before 1979." As a result, [redacted] believes AWR is a scam.For 13 years, AWR has provided homeowners with water line, sewer line and in-home plumbing protection programs. Currently, AWR services more than 1.3 million contracts in 43 states and Washington, D.C. Repairs to homeowners’ external water lines and sewer lines are the homeowner’s responsibility, and such repairs are not covered by standard homeowners’ insurance. AWR’s programs offer homeowners a low cost solution for such repairs. AWR maintains a 93% customer satisfaction rating and is an accredited member of the Revdex.com with an A+ rating.In addition, the following information answers the questions that [redacted] raised during his December 13, 2014 call to AWR. With the WLPP, AWR will pay up to $5,000 to repair a leaking/broken water line on a customer’s property and up to $5,000 for any repairs in the street/public right of way. The statement in the direct mail solicitation regarding [redacted]’s water line was based on publicly available information regarding the year that his home was built.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 fully responsive to [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.

Review: AWR sent [redacted] on 11/3/13 to inspect our sewer line. [redacted] placed a camera in our sewage pipe and stated that we had a broken plumber's snake in our line, which would void the contract with AWR. This was broadcast & recorded live to AWR. We were told to remove the snake & they would then fix the pipe. We paid [redacted] to come and remove this snake only to learn that it was not a broken snake but In fact tree roots. [redacted] gave us a DVD of this information showing tree roots, not a broken snake. We promptly called AWR and spoke to [redacted]). He asked us to send a letter regarding the matter & a copy of the DVD. This information was sent out on 12/10/13 via [redacted] .We have the tracking number if needed. We have not heard back from AWR & have left over 10 messages for a call back. One time we did call, Mr. [redacted] was present, but unfortunately had to leave suddenly because of an "emergency". It is now 3 months later & no information. Unfortunately, on 12/24/13 with 20 people expected over for the holiday, our sewer pipe did break. We called AWR but nothing could be done until,they reviewed the info and determined it was not a broken snake. We were unable to use any of our facilities ( bathroom, shower, washing machine, dishwasher.). Therefore, we were forced to fix the pipe. We paid [redacted] ( wonderful company)$10,500 to fix the pipe on 12/30/13 & 12/31/13.Desired Settlement: I want to be fully reimbursed up to AWR's contract limit for a job that should have been completed by them. I also want to be reimbursed the $13.59 per month from the contract start of 8/31/13 for services not rendered. I also would

Ike a letter explaining why any customer would have to wait so long regarding matters that need to be dealt with promptly such as a broken sewage pipe.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 6, 2014.

Mr. [redacted] is a customer of the Sewer Service Line Protection Program offered by AWR. On November 3, 2013, he contacted AWR to report a sewer line backup. The AWR Claims Representative established a claim and dispatched a local independent contractor. On the same day, the contractor jetted and video inspected Mr. [redacted]’s sewer line. The contractor initially believed there was a plumbing snake stuck in the line, but upon further investigation, he found that the sewer line had extreme root intrusion that has been an ongoing issue well before Mr. [redacted]’s effective date indicated by the size of the roots. The roots viewed in the sewer line measure at least one inch in diameter and more than ten feet in length. Pursuant to the terms and conditions of the program, AWR will not pay to repair anything that occurred prior to the effective date. Accordingly, Mr. [redacted]’s claim was denied.

Mr. [redacted] requested an explanation for the time spent on his claim. AWR acted immediately upon receiving his call on November 3, 2013. As stated above, this claim was denied and AWR would not dispatch another contractor. The customer was instructed to repair the problem and to submit proof that the repair was made as well as proof of payment, which we never received. Mr. [redacted] contacted AWR on December 22, 2013 reporting the same issue. This claim was also denied because he did not submit proof of repair from the initial claim in November. AWR does not believe excessive time was spent on Mr. [redacted]’s claims; they were denied as soon as we had the necessary information to make a decision.

We apologize for any inconvenience this may have caused the customer. 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.

Review: I pay a monthly fee for water line and sewer line protection . last Thursday the drains in my house started making loud bubbling sound when the toilet was flushed or water was run. I called American water and they sent someone out. The man unloaded a sewer machine and did not have a clue how to use it. He could not figure out how to get into the pipe. He ran it into a hole and it can out clean. he called one of his bosses and told him I only had the outside protection and no inside. So he came in and told me it was inside. It was NOT!! I called my son and he drove 2 1/2 hours to clean it out. He had to cut the pipe and run the machine into it. The clog was in the middle of the yard OUTSIDE. I was told when I started this protection plan that a professional would be sent out. He knew nothing about plumbing. My late husband was a plumber and my son did this type of work all his life. I was charged 50.00. I got nothing for that money at all.Desired Settlement: A refund of my fifty dollars, the man sent out was not qualified to do any type of sewer work, He did nothing!! He never found a way into the pipe.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 27, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] is enrolled in AWR’s Sewer Line Protection Program. On October 21, 2015, she contacted AWR to report a sewer line problem. AWR dispatched a contractor to investigate the issue and make any necessary repairs in accordance with the terms and conditions. [redacted] expressed her dissatisfaction with the plumbing contractor. We apologize for any inconvenience this may have caused the customer. AWR will mail a check to [redacted] to refund the service fee she paid.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 company sells a service that is supposed to cover plumbing issues with your home. We have a couple of these services, one which does not include plumbing and this company. When we had a toilet backup problem in late October 2013, we called a plumber to find out what was wrong and to get an estimate. My wife then reminded me of our contract with American Water Resources, so I called them. They said they could not even send anyone out because we had not called them first. Upset, I told them to cancel my account. We had to postpone fixing the issue, but this past summer, my wife and I spent the almost $4000 to have the problem fixed. I then noticed a month or two later while reviewing one of my credit card or bank statements that they were still charging me, call I called to cancel. The man I spoke to, [redacted], agent ID [redacted], asked me not to cancel while he researched my case to see if they would pay it after all because he said it didn't sound right that they did not pay the claim. Long story short, almost a month later, he left me a voicemail that they could not pay because I called someone else first.

I believe this company is unethical and tries to find excuses not to pay claims. I also feel they are misleading consumers about their coverage and use legal technicalities to get out of paying legitimate claims.Desired Settlement: I want to be reimbursed the almost $4000 we paid for our plumbing issue less any legitimate deductions.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 2, 2014 correspondence regarding the complaint filed by [redacted]. On October 17, 2013, Mr. [redacted] notified AWR that Home Serve (a company that offers sewer line services similar to AWR) sent a contractor to his home to remove a sewer line blockage. Mr. [redacted] stated that the contractor was able to remove the blockage; however, there was a break in the sewer line. The customer then requested that AWR replace his sewer line because Home Serve does not replace sewer lines. AWR’s representative informed the customer that the Sewer Line Protection Program (SLPP) does not cover leaks or breaks to sewer lines. The rep continued to explain that the SLPP is not a replacement program, rather it is a repair program. Mr. [redacted] was dissatisfied with the information and requested to cancel his SLPP. When the representative attempted to transfer the call to customer service to complete the cancellation, the call was disconnected and Mr. [redacted] did not call back.In August of 2014, Mr. [redacted] called AWR to dispute that he was still being charged for the SLPP. He stated that he had his sewer line repaired and was requesting repayment. As Mr. [redacted] has been previously informed, pursuant to the SLPP’s terms and conditions, AWR does not repair leaks or breaks to a customer’s sewer line. Additionally, AWR does not repay customers for out of pocket expenses from hiring a private contractor. Since Mr. [redacted] mentioned that he has a similar protection program with Home Serve, and he requested to cancel his SLPP in October of 2013, AWR will honor the customer’s cancellation request and refund the customer for monies paid into SLPP as of October 17, 2013. If Mr. [redacted] still wishes to cancel his SLPP, he may send his request to [redacted] at [redacted]AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Their agent specifically told me they would not even send anyone out to consider the claim because I had contacted someone other than them first. This is typical of companies that use legal wrangling to avoid paying legitimate claims. You should be ashamed!

Regards,

Business

Response:

American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] has been informed that pursuant to the terms and conditions of the Sewer Line Protection Program (SLPP), AWRT does not cover leaks or breaks to sewer lines. The SLPP is a program under which AWR will clear clogs or blockages in the customer owned sewer lateral. In accordance with the Program terms and conditions, AWR’s independent contractor will first attempt to clear the clog or blockage. If it is cleared, no other repairs will be made. At the time of Mr. [redacted]’ call to AWR, he was not experiencing a sewer line backup. As a result, we did not dispatch a contractor. Mr. [redacted]’ request for AWR to replace his sewer line will not be honored. If Mr. [redacted] still wishes to cancel his SLPP, he may send his request to [redacted] His program fees will be refunded given he is enrolled in two repair programs that offer similar protection for the same systems.AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Contrary to their remarks I was experiencing a sewer line backup. They refused to send someone out, as I have previously stated, simply because I had called someone else first. These are the kinds of excuses unethical companies use to wriggle out of paying claims. It's just legaleez for "...we really don't want to pay any claims, but we want you to pay us". This company is a scam, so buyer beware!

Regards,

Review: I have been paying for Sewer Line Protection to American Water Resources for about 4 years added to my water bill for [redacted] On one occasion they sent a contractor to jet out a sewer line that had become blocked due to tree root invasion. On another occasion I had an inside situation that was determined to be a maintenance issue that I repaired without their help. On 3/11/14 I was informed by my licensed plumber that the sewer line from the house out to the main was blocked again. I called AWR and the next day a contractor contacted me that he could not/ would not remove the cleanout cap in the basement due to the possible mess & proximity to the boiler. (which he referred to as a furnace)

I called AWR to discuss the situation and told them neither was an issue 3 years ago for the same blockage problem. After a call back from them advising me I would have to remove the cap myself & drain the line before the contractor could clear it I realized that their advertising states they will repair faulty sewer lines, not just clear them. As this was obviously a reoccurring problem I asked that they honor their own advertising and actually FIX the sewer line. The representative for AWR said he couldn’t do that. I asked to speak to a supervisor & was told none was available but I would get a call back. This was over a week ago & I have since hired a professional contractor to clean the line at my own expense. I have also emailed AWR with my complaint with no response.

I would like AWR to honor their own advertising & service agreement by replacing the faulty sewer line. If they can’t or won’t honor their own contractual obligations then they should refund every payment I have made over the past 3 years at $15 then $17 per month. If I am paying for my own repairs then why should I pay AWR? I suspect thousands of other consumers are being bilked by the false promises AWR makes on a continuing basis.

On their webpage:

http://www.awrusa.com/american-water-resources/for-homeowners/sewer-line-protect...⇄ American Water Resources even show tree roots invading a sewer line, yet they refuse to address the very same situation they advertise?Desired Settlement: Resolve ongoing issue

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 26, 2014 regarding the complaint filed by [redacted].

By way of background, Mr. [redacted] was a customer of AWR’s Sewer Line Protection Program ("SLPP"). On or about March 13, 2014, Mr. [redacted] called AWR to report that his main level toilet was clogged. AWR dispatched one of its network contractors to the customer’s home to investigate the issue. AWR’s contractor believed that at the time he could not remove the blockage, therefore, the customer hired his own plumber to remove the blockage to his sewer line.

In accordance with the Terms and Conditions of the SLPP, it states that AWR does not reimburse account holders for out of pocket expenses incurred from hiring his or her own contractor. However, upon AWR receiving a copy of the customer’s invoice that he received from his personal contractor and proof of payment, AWR will review the invoices and consider reimbursement up to the amount the customer paid to remove the blockage in his sewer line, not to exceed the applicable protection limit of the SLPP.

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

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is factually incorrect. A licensed plumber was called to the address to unclog toilet at which time he determined that the sewer line from the house out to the main was blocked. At that time I contacted AWR to have them correct the situation as this is precisely what I have been paying them for. The same situation had occurred 3 years prior and was corrected by their contractor. At that time it was determined that tree roots had entered the sewer line causing the blockage. This time their contractor refused to perform any service citing the proximity of the boiler to the cleanout. The location of the boiler had not moved in 3 years so why was it now an issue? Also if tree roots are penetrating the sewer line this would be an ongoing problem that needs a permanent solution like replacing the part of the line at fault. AWR offered no answer to these issues and did no follow up on them. They should refund the past 3 years of payments made for their services that were made by me expecting them to fulfill their obligations. At the very least they need to say they WILL pay for all my expenses from this incident, not just consider it. These expenses came to $299.

Regards,

Business

Response:

I apologize for our delayed response to the Revdex.com's inquiry dated April 8, 2014 in connection with the rejection filed by [redacted]. We usually post our responses online. This inquiry was a little different. When we accessed the message online through our portal, we were not able to respond. It read that the customer accepted AWR's response and there was nothing for us to do at that time, even though he included a rejection in his written response.

AWR agreed to repay Mr. [redacted] $299 for out-of-pocket expenses he incurred as a result of hiring his own contractor to clear his sewer line. We communicated this to Mr. [redacted] on April 18, 2014. We requested the invoice and proof of payment for the repair. Mr. [redacted] agreed to submit the necessary documentation. We are currently awaiting those items.

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

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

Thanks,

Review: Made several attempts to address water line break with this company over a 1 week period. There customer service and attention to call response time is unacceptable. We have gone a week without water and no response as to when water line would be addressed. I reported water line issue on thursday feb 6th, contractor came out dug up part of driveway and was unable to repair line at that time, 2nd contractor came out 2 days later and lines are frozen now due to water line exposed. Water line detection service sent on monday feb 7 unable to help beacuse line still frozen. I called company everyday with no response as to when water line issue is to be resolved. Always told the matter was under review!!! Now 1 week with out water and still no solution.Desired Settlement: To replace water line with new line !

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 14, 2014.

[redacted] is a customer of the Water Line Protection Program (WLPP) offered by AWR. She contacted AWR on February 6, 2014 to report a verified water line leak. The AWR Claims Representative established a claim and dispatched a local independent contractor. The contractor inspected the leak on [redacted]’s property the same day. On February 7, 2014, the contractor made the repair. Several hours after the repair was made, [redacted] noticed water leaking into their basement again, so additional repairs were necessary. The Slavens spoke directly to the independent contractor dispatched by AWR and asked the contractor to reroute their water line. For this reason, the contractor did not back fill the hole dug to access their water line.

AWR dispatched a second independent contractor to get a second opinion. When the second contractor arrived, he found the water line was frozen, so he was unable to detect a leak. Leak detection would not be possible until the line thawed, but the contractor was unable to thaw the line. Instead of waiting, the solution was to fully replace the Slavens’ water line, which was completed. We apologize for any inconvenience this may have caused the customer.

AWR regrets this issue caused [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: Agreed to pay for water line repairs on April 30 2015 and have not received a check for $4,674.93 as stated in AWR SETTLEMENT AGREEMENT I have called AWR several times and have been told it may take 30 to 45 days to receive a check. It has been over 60 days and all I get from AWR is an apology. Meanwhile the water line has not been repaired and my water bill is three times the amount that it was before the leak occurred.Desired Settlement: A check for the amount as stated in AWR SETTLEMENT AGREEMENT of $4674.93

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your July 8, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR reporting a water line leak. Mr. [redacted] accepted AWR’s resolution to settle the issue. A check was sent via overnight mail on July 13, 2015. We apologize for the delay.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

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,

I have been a customer of American Water Resources for over 2 years now. They are the worst company to try to speak to a supervisor or have a supervisor call you back. They also will not listen to any complaints a customer has on one of their contractors. They dispatched a plumbing company to my house and this company damaged my sink. Now neither one of them will help me get it fixed let alone call me back. American Water Resources turn around time on a call back is 24 hours. Its now more than that and when I tried calling them back I got transferred 3 times just to be told they will put in another email to have a supervisor call me back. They are the ones that told me that if I don't hear from this plumber within 2 days call them back and they will look into it again. How can they help you if they are not willing to call you back or help you get the problem resolved. They want your money and once they get that then they wash their hands of you. This is not the first time I have had problems with this company but you cant find another business out there that offers what they cover for the same price. So now I am on my 3rd transfer to get someone to try to help me. Again I am being told they have to email a supervisor from the escalating team to see if she can get one of them to take my call. I just got told they will call me back. I wont hold my breathe. I am so frustrated of being transferred and not getting someone to help take care of this problem and stick up for the customer rather than take my money and act like they care. I can tell you when my contract is up this time I will not be renewing it. STAY AWAY FROM THIS COMPANY. THEY MAY CHEAPER THAN OTHER COMPANIES BUT THEY ARE NOT WORTH THE HEADACHES.

They were very responsive when it came to taking my money. They were impossible to reach when I had a sewer problem. I gave up after two days of calls and ended up having to pay out of my own pocket for the repair.

Review: I have subscribed to the sewer line protection program for approximately 3 years. Over the last 2 years my sewer line has deteriorated requiring me to regularly use this service to have my sewer line unclogged. On June 23 my line clogged and notified AWR. The first contractor did not contact me within 24 hours and AWR found another contractor who showed up to clear the line. The work was completed satisfactorily. Within 30 days the line was clogged again and I notified AWR. AWR sent the same contractor who cleared the line again. After the line was cleared my wife contacted AWR to ask for the sewer line replaced since our service requests to AWR were becoming more frequent. She was told the line had to be completely unworkable to be replaced. Additionally she was told that we did not have what they considered frequent callouts. On August 29, 2015 my sewer line clogged again & I requested service from AWR. The line was cleared by the contractor satisfactorily. AWR followed up several days later & I stated that my line needed replaced, it is becoming clogged too frequently. I was told that my my account would be reviewed. To date, I have not been contacted by AWR about my account. I believed AWR was knowingly avoiding fixing the problem and just kept sending plumbers to unclog it. I hired a contractor to replace the line for what I believe should have been covered by my sewer line protection program. I can provide video of the sewer line showing several significant sags in the sewer line where it would be very easy for a clog to occur.Desired Settlement: I would like the cost of replacing by sewer line reimbursed. $11,000.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 1, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] was enrolled in the Sewer Line Protection Program, which is a repair program that covers clogs and blockages in accordance with the Program Terms and Conditions. Each time [redacted] contacted AWR reporting a back-up, we sent a contractor to clear his sewer line. In his complaint [redacted] explained that there were several significant sags in his sewer line. Pursuant to the Program Terms and Conditions, repairing bellied sewer lines is not a covered repair. Therefore, AWR will not honor [redacted]’s request for reimbursement.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Review: I purchased the "Water Line, Sewer Line and In-Home Plumbing Emergency Protection" program for my home from American Water Resources (herein AWR). In December of 2013 my water line broke. An AWR contractor came to my home and confirmed that my water line was broken. However, he stated that "you are not covered under your policy because the pipes used are made of Polybutylene." When I inquired about what that was and why I would not be covered he told me that pipes made of Polybutylene are considered to be "defective material" since they have been the subject of class action lawsuits. My attempts to contact AWR and explain why I should have been covered have fallen on deaf ears. The reason given for AWR denying my claim was that the Polybutylene pipes used in my home were the subject of a class action lawsuit. At no time was I ever notified that I could join a class action lawsuit regarding the pipes used in my home. Additionally, after extensive research it was discovered that the pipes used in my home did NOT qualify for the class action lawsuit. To qualify as eligible under a polybutylene pipe claim, a claim needed to be made within 13 years [with acetal fittings] or 16 years [with metal fittings] after the date of installation or before the year 2009. My home was built in 1985 and therefore did not qualify under the class action lawsuit requirements. Furthermore, after speaking with neighbors and other individuals in my development, I discovered that they had similar water line issues and their claims were also denied by AWR before 2011. Based on this information, it is clear to me that AWR knew or should have known that the homes built in my development were built with the "defective" Polybutylene pipes. However, even with this knowledge AWR continued to send out advertisements and solicitations stating that my water line would be covered if it were to ever break. This caused me to detrimentally rely on a policy that would NEVER cover my home.Desired Settlement: The second I agreed to the policy with AWR I was guaranteed to not be covered due to the pipes used during the construction of my home. Entering into this policy with AWR not only gave me a false sense of security it also prevented me from seeking out a water line protection policy that would cover my home. Had I known or been notified by AWR of the potential to not be covered due to the material my pipes were made of, I would have never agreed to enter into this policy. I would have done my due diligence to discover what types of pipes I had and then I would have sought a policy without such restrictions. In conclusion, I am asking to be made whole again. I would like compensation for the $3000.00 bill I incurred for having to repair my water line without the help of AWR. My attempts to discuss and settle this matter with AWR have reached a dead-end and I feel I have been swindled by a company I used to trust.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 7, 2014.

[redacted] was a customer of AWR’s Water Line Protection Program (WLPP). On December 10, 2013, he contacted AWR to inform us that there was a verified leak on his main water line. The AWR Claims Representative immediately established a claim and dispatched a local independent plumbing contractor to investigate the issue.

The contractor’s investigation revealed that the water line was made of blue polybutylene pipe, which is considered a defective material. Since the WLPP does not cover repairs to blue polybutylene pipe, because it is a defective product, the claim was denied.

[redacted]’s water line was not eligible for the WLPP because he had a polybutylene water line. His program was cancelled and a refund in the amount of $381.67 was mailed to him. This amount represents all the program fees paid to AWR for the WLPP since [redacted]’s enrollment plus any unearned program fees he paid.

AWR regrets this issue caused [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: AWR has failed to address the real issue at hand. AWR solicited and issued the Water Line Protection policy with full knowledge that the water line was made of the so called "defective" material. AWR even admits in their response that "[redacted]’s water line was not eligible for the WLPP because he had a polybutylene water line." AWR, even with this knowledge, issued the policy on a water line that could NEVER be given the full protection of the policy. By issuing this policy it caused me to detrimentally rely on a policy that never offered me protection. Additionally, knowledge of the defective material is outside the scope of what an ordinary customer would know. What makes the material "defective" according to AWR is the fact that it was recalled and/or part of a class action lawsuit. At no time did AWR or anyone else contact me to inform me of the recall or the class action lawsuit. Nor did they ever inform me that I could be at risk of not being covered due to this. Had I known that the material was considered to be "defective" I would have never bought the AWR policy and I would have sought a policy that did not place the same defective material restriction. Since it was my belief that I was fully covered it caused me to suffer damages in the amount of $3,000.00. These are damages that I would have otherwise not had to incur had I bought another policy with different company. (Something I would have done had I been informed of the potential of not being covered.) While I appreciate the refund it does nothing to make me whole. I would ask that AWR take the time to sit down and negotiate a settlement so that legal action does not have to be taken. It is my desire to amicably resolve this issue, however, if I need to I will take full advantage of all legal avenues available to me. I thank you for your time and consideration on this matter and if you have any further questions please do not hesitate to contact me.Thank you.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: AWR has AGAIN failed to address the issue. AWR solicited and issued the Water Line Protection policy even with prior knowledge that the water line was made of the so called "defective" material. AWR claims they had no prior knowledge of this specific water line. However, even if this were true, they still had knowledge of other water lines, in this development, that were made of the defective material they reference. If AWR had knowledge of these water line pipes, and failed to cover them, they have a duty and an obligation to inform ALL AWR customers in this development that they may not be covered. Failure to do so is irresponsible, unethical and illegal. Their failure to do so has resulted in the damages I suffered due to my detrimental reliance on a defective policy. Is it now AWR's claim that they had no prior knowledge at all of ANY home in the development? If so I would like them to clearly state that in their response. Furthermore, I would have never bought the AWR policy and I would have sought a policy that did not place the same defective material restriction. Since it was my belief that I was fully covered it caused me to suffer damages in the amount of $3,000.00. These are damages that I would have otherwise not had to incur had I bought another policy with different company. (Something I would have done had I been informed of the potential of not being covered.) I thank you for your time and consideration on this matter and if you have any further questions please do not hesitate to contact me.Thank you. Regards,[redacted]

Business

Response:

AWR would like to take this opportunity to respond to [redacted]’s comments received on or about March 21, 2014.AWR does not require customers’ service lines to be inspected prior to enrolling in the protection programs offered by the company. As a result, AWR had no prior knowledge of [redacted]’s polybutylene water line. In [redacted]’s response he mentions living in a development. AWR does not market their protection programs according to developments, and we cannot determine what homes belong to a particular development. It has been our experience that even though one home in a given development may have a polybutylene water line, not all the homes in the same development have the same pipes. We would not know if a customer had polybutylene pipes unless they told us or our contractor found it upon responding to a claim as in this case. While, we understand [redacted]’s concerns, pursuant to the agreement between [redacted] and AWR, polybutylene pipes are not covered under the Water Line Protection Program. We apologize for any inconvenience, but this claim remains denied.

Review: NJ AMERICAN WATER IS BILLING FOR PROTECTION PROGRAM PLANS WITH IN MY WATER BILL. ( $15.70.) WE REQUESTED VIA PHONE FOR REFUND AS WE DIDNT AUTHORIZE OR ENROLL.

3/915 Customer service manager [redacted] sent form letter to us confirming we were enrolled in their program. I didn't sign up for this as I lost my job. I feel the Water company is accountable as the extra charges occurred on their invoice. They say the coverage is from an outside vendor and they can't help resolve. The company is charging me for water in NJ. The bills go to Pittsburgh PA.

[redacted] address changed to [redacted]. Revdex.com list shows as it as [redacted].Desired Settlement: I want a full refund of all charges.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 19, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] stated that he did not enroll in AWR’s Water Line and Sewer Line Protection Program (Program). Please be advised that Mr. [redacted] enrolled in the Program on July 3, 2007 and he elected to have the Program fees added directly to his water bill. If Mr. [redacted] would like to cancel his Program, he may call customer service toll free at: ###-###-####. AWR takes all consumer concerns seriously and we apologize that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are responsive to Mr. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I purchased water line warranty from American water Resources for 3 consecutive years. On February 12th , 2015 , I noticed that my water line is leaking and I filed a claim by with AMERICAN WATER RESOURCES and the claim #[redacted].On Feb.18th a local plumber was send by the warranty to come verify my leak. So 3 days later I called AMERICAN WATER RESOURCES for repair and they told me that my claim is under review, I called again 2/21/15,2/23/15, 2/24/15, 2/25/15 . I continue to tell the same misleading information that my case is under review. On 2/24/15, I called the same local Contractor who came to verify the leak and they told me that:AMERICAN WATER RESOURCES told them that they won't pay for my claim. So I went on to called the:AMERICAN WATER RESOURCES on 2/25/15 at 10:00 and they still told that my claim under review. On 2/25/15 at 3:50 finally they called and left a bogus and confusing message on my cell and I called back and I still cannot have chance to talk to the claim Dept. I was told that they are busy.Anyway I want AMERICAN WATER RESOURCES to pay the full repair of the water line, there is nothing in the policy that explain their decision not to pay for my claim.I want Revdex.com to let AMERICAN WATER RESOURCES know that they are wrong and they need to pay for my service asap.

Product_Or_Service: Water line warranty

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Repair my water line asap. I want a Manager of that service to contact me and bring a solution asap.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your February 26, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] notified AWR that she experienced a verified leak on her water line. AWR dispatched a contractor to investigate the issue. Upon AWR completing a follow up call with the customer, AWR learned that the contractor had not yet contacted the customer to investigate her issue, thus causing a delay. AWR contacted the contractor and was able to have the contractor investigate her issue that same day. During the proposal review process, AWR learned that the customer’s water line was made of polybutylene, a material that has been the subject of a class action litigation.In Ms. [redacted]’s complaint, she stated that there is nothing under the Water Line Protection Program (WLPP) that explains AWR’s decision to deny her claim. Please be advised that pursuant to the terms and conditions of the WLPP, AWR will not pay to repair anything that has been the subject of a recall or class action litigation, such as polybutylene. As a result, Ms. [redacted]’s request to have her polybutylene water line repaired remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. [redacted]’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I beleive American water resources is a very bad business and they should not aloud to continue ripoff Customers.once again you can not denied a claim because of the type of pipe the I have, when I pay you for the policy, did you ask me what type of pipe I have? No you did not because you know what you are up to. It does not matter what kind the pipe I have you would still denied my claim because that what you do. Beware this claim still have to pay whether you want it or not, I'm going to ask my State Attorney to ban your business in Md .

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 3, 2015 correspondence regarding the rejection filed by [redacted]. Please be advised that as a service contract provider, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP). AWR cannot be certain of the material of a water line unless excavation is performed and the line is exposed.In accordance with the terms and conditions of the WLPP, AWR covers repairs to leaking and broken water lines that are caused by normal wear and usage. Leaks and breaks in polybutylene pipes do not result from normal wear and usage, rather, polybutylene is a defective material that fails prematurely. Therefore, the product is no longer made and not covered by AWR. As a result, Ms. [redacted]’s request to have AWR repair her water line remains denied. Additionally, Ms. [redacted] has been cancelled from the WLPP. The customer will receive a refund for all monies that she has paid into the WLPP; a check in the amount of $202.03 will be mailed to her. 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:

AWR is a very dishonest business for many raisons:1- if you doesn't cover polibutylene pipe, why don't you ask the Customer what kind of pipe you have before you enroll for the policy? you don't ask any question because you know for sure it doesn't matter what kind the pipe , you would denied anyway the claim.2-tell me where in the policy you make exception of kind of pipe you cover? AWR set Customers up in a way to denied their claim. 3-AWR As soon as you denied my claim and you sent me a letter of cancellation of service and in your letter you claimed that I requested the cancellation, that not true, I did not request cancellation. I request my claim to be pay that all. Once again I requested that my claim to be pay in full without excuses from AWR, i'm tired to hear excuses from them

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 12, 2015 correspondence regarding the rejection filed by [redacted]. As previously stated, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP). Since AWR has recently learned that Ms. [redacted]’s water line is made of a defective material, AWR has cancelled her from the Program and issued her refund check on March 13, 2015 for all Program fees that she has paid.Under section 7 of the WLPP terms and conditions, it states that AWR will not pay for repairing anything caused by defective materials, such as material that has been the subject of a recall or class action litigation. Ms. [redacted] may find the WLPP terms and conditions on AWR’s website: www.awrusa.com.In reference to the WLPP cancellation letter that Ms. [redacted] received, please be advised that this letter was sent to her in error. A cancellation letter providing the correct information will be mailed to her.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:

As I said before, AWR is very dishonest and does not care about Customer concerns, and i'm still waiting for the payment of my water line replace.

Regards,

Review: I HAD AN ISSUE WITH ONE OF MY PROPERTIES (A FLOOD IN THE BASEMENT) AND THERE ANSWERING SERVICE WOULD NOT PICK UP ON 2 OCCASIONS. I CALLED DEP AND THEY WERE ABLE TO SNAKE THE LINE FROM OUTSIDE THE HOME. WHEN I CALLED THE AWS THEY TOLD ME BECAUSE I DIDN'T FOLLOW PROTOCOL AND WAIT 8 HOURS FOR THEM TO COME OUT...THEY REFUSED TO HELP ME. TO MAKE A LONG STORY SHORT THERE WAS AN ISSUE WITH MY MAIN WATER LINE. I CALLED A CONTRACTOR AND $8000 LATER THE PROBLEM WAS FIXED. ONE OF THE INSPECTORS THAT WAS ON SITE AND ALSO WORKS WITH THE AWS STATED THAT THIS ISSUE WAS SUPPOSE TO BE COVERED BY THE PROGRAM....BUT BECAUSE I DIDN'T FOLLOW PROTOCOL THEY REFUSE TO ACCEPT ANY RESPONSIBILITY WHATSOEVER.Desired Settlement: Want to pay for all services that needed to be done at location. Want them to pay for all repairs necessary.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your [redacted], 2014 correspondence regarding the complaint filed by [redacted] On June 2, 2014, Ms. [redacted] notified AWR that she experienced a sewer line back up two weeks prior and called th[redacted] to clear the sewer line blockage. Ms. [redacted] requested that AWR further investigate the issue. The customer acknowledged that she was not experiencing a back up at the time of the call. As a result, AWR did not dispatch a contractor. Subsequently, the customer hired a private contractor to replace her sewer line and requested AWR repay her the costs she incurred. Pursuant to the Sewer Line Protection Program’s terms and conditions, AWR does not pay any costs incurred from privately hiring a contractor. Therefore, Ms. [redacted]’ claim for repayment to replace her sewer line remains denied. However, if Ms. [redacted] is required to pay the [redacted] to clear her sewer line blockage, she may submit the [redacted] issued invoice along with proof of payment, and AWR will consider repayment of the cost of the sewer line clearing. These additional items can be sent to [redacted] attention by fax: ([redacted] or email: j[redacted]. We will contact the customer with the result of our review.AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

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

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your [redacted] 2014 correspondence regarding the rejection filed by [redacted]. After reviewing the invoice that Ms. [redacted] submitted to AWR, it has been determined that the invoice is not detailed enough in order to make a decision regarding the customer’s request. AWR has been in contact with Ms. [redacted]’ contractor to collect the remaining items that are necessary to conclude its investigation. Once the detailed invoice has been received, AWR will notify the customer with the results of its findings.AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I have been a client of American Water Resources for in home plumbing emergency program since December of 2013.on July 19th 2014 I called to report that my shut off valve is broken but wasn't leaking.I was immediately told since it's not leaking I am not covered.

this insurance has not met my expectations and I feel let down.

contract clearly shows this company is laboring under misapprehension and misconceptions.cleverly written by their attorneys and plumbers.

I strongly object to that advertising and found it irritating to the extreme that's all this time I have been under the mistaken impression I'm covered for plumbing emergency.

This is a deceitful misleading , unethical and unsound

practice.Desired Settlement: I wanted to come to some agreement and the most satisfactory solution for me would be to have kitchen and bathroom valves and pipes repaired as they are in inoperable condition.Since the broken valves are not leaking and pipes capped I am NOT covered, according to contract!

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 25, 2014 correspondence regarding the complaint filed by [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in December of 2013. On July 19, 2014 the customer called to notify AWR that her shut off valve was not working. Additionally, [redacted] informed the representative that the shut off valve was not leaking. AWR’s representative informed the customer that in accordance with the Terms and Conditions of the IHPP, AWR will not repair any shut off valves that are not leaking. [redacted] was dissatisfied with the determination. In a good faith effort to resolve [redacted]’s issue, AWR dispatched an independent contractor to investigate the problem she reported. The contractor advised AWR that the problem was a leaking faucet. Pursuant to the Terms and Conditions of the IHPP, AWR will not repair any fixtures such as faucets. As a result, [redacted]’s request remains denied. AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: 10/07/13

I called 09/23/13 I received a bill for $180.00, which is way over my average. I call American water they told me to go online and check to see if I have any leak. They told me about a toilet inspection. The representative told me I would have to contact the protection plan in order to have someone come out but when I contacted the protection plan they told me American Water have to approve for someone to come out. They told me what my coverage is, “on the inside pipes and values up to the fixtures”. They told me to make the check myself and it was left to me, it is nothing else they can do without specifics. I am not a plumber and I am now left hanging with my water bill constantly running higher and higher.

Since I did not have a good feeling about this situation, very unnerving, I thought I should call again. So I called again 09/27/13, this time the representative switch me over to the protection plan, and they told me they would send someone to come and check the meter. The representative asked me a few questions and told me the type of coverage I have. The representative said, “All pipe is covered up to and including the value but not the faucet. Then the

When he came out he looked at the meter and he show me how a leak can be detected. He also went over the toilet and while he was there I asked him about the leak I had in the tub. He said that is where the problem could be. What appeared to me as a small leak is now cost me a lot of money. He said what he thought it could be and I recommend I have a plumber come look at it. I am not thinking about the protection plan at the time; I just wanted the water bill to go back to normal. So when he left I call a plumber, they came right out. They determine after working on the handles the leak was coming from a valve in the wall. This visit cost me $69.00 and I still had the leak when they left. The money leak is still mounting up when I can barely afford the cost of living.

When the plumbers where leaving they said my problem is a valve in the wall. They told me the system I have is old and obsolete. The current valves are now assembled with the faucet unit but mine is not. The one type of unit I have the valve is separate in the wall. They also said because of the job it was going to be very expensive. They said something about running new pipe and install the current system. I do not have the money for something like this and the valve is in the wall. I have the protection plan for situations like this.

10/07/13 I called the protection plan and they sent someone out. The representative name [redacted] was very bias from the beginning about this being my fault. Before she could ever have anyone come out she was saying the bill is on me. All the representatives thrived on telling me it’s all on me. The representative that came out charged me $50.00 and said the same thing as the other plumber, they never lifted a finger. I continue to have the money leaking and out of cash. This is very upsetting and I cannot get any help but this is the time I need protection. This is a plumbing nightmare that is not going away. I am asking for some help please.Desired Settlement: The company should fix the problem and restore my home back.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 8, 2013, regarding the complaint filed by [redacted]

By way of background, [redacted]is a customer of AWR&[redacted] In-Home Plumbing Emergency Program ("IHPP"). On October 7, 2013, [redacted] husband called AWR to report that he thought he had a leaking shut off valve, which was causing a leak on his bathtub/shower faucet. Typically, a shut off valve is located at the point where the water supply piping connects to the faucet or other fixture. Repairs to a leaking shut off valve are covered under the IHPP. Any issue beyond that shutoff valve is not covered under the IHPP.

Based on Mr. [redacted]&[redacted] description of the issue, AWR proceeded to dispatch one of its independent plumbing contractors to the customer&[redacted] residence to investigate the problem (IHPP Claim # [redacted].

After inspection, the contractor informed AWR that the leak was being caused by a broken shower diverter valve, the part of the fixture that diverts water from the tub faucet to the shower nozzle. Due to the location of the leak, the contractor is certain that the leak is caused from the broken shower diverter valve.

In accordance with the Terms and Conditions of the [redacted], AWR is responsible for the repair of the internal water supply lines up to and including the shut off valve located at each fixture or appliance. Because the shower diverter valve is part of the fixture, it is not covered by the [redacted] Accordingly, AWR has decided to stand by the denial of Mr. [redacted]&[redacted] Claim # [redacted]

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

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

Review: I cannot believe you give this business any credence at all! My stepmother [redacted], for whom I am medical/financial power of attorney, and who has senile dementia, mistakenly responded to this company's mail blitz in 2012, thinking it was a bill. She gave them her cash card number and they continue to charge against it despite the fact that I have been trying to get her out of this scheme since October of 2012, calling and writing several times. I was able to get their monthly charges stopped in 2012, but they pulled their annual fee from her bank account in October 2013. They never responded to the letter I sent 10/28/13 requesting discontinuance of service. In October 2014, they again pulled their annual fee out of her bank account. I called again and followed their instructions and sent another letter with a copy of my financial POA. I never got a response to either letter, but the mail ads kept coming. The last letter, sent by certified mail 10/210/14, to their [redacted]. NJ address, has been, "in transit" to its destination ever since, according to [redacted] tracking. She has not been in the house since she fell in March 2014 and we have now sold the property, but I fully expect they will continue to tap her bank account unless I go through the hassle of closing it and opening a new one.Desired Settlement: I would like a refund for the 10/28/14 annual fee and removal of her name and bank information from their records

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 19, 2015 correspondence regarding the complaint filed by [redacted], the Power of Attorney for AWR’s customer, [redacted]. According to the complaint, Ms. [redacted] stated that she sent written requests to cancel Ms. [redacted] from AWR’s Sewer Line Protection Program (SLPP) beginning in October 2012. However, AWR did not receive the written requests and the customer’s credit card was charged to renew her SLPP in October 2014. In accordance with Ms. [redacted] request, Ms. [redacted] has been cancelled from the SLPP and she will receive a refund check in the mail in the amount of $108.00.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,MARIANNE CARNEY,A SENIOR CITZEN ON SOCIAL SECURTY DISABILITY,ELECTED TO CHOSE AMERICAN WATER RESOURES OF N.J. THEIR WATER LINE , SEWER LINE,& IN HOME PLUMBING PROTECTION PLAN. I,M PAYING $15.99 AMONTH BECAUSE I COULDN'T AFFORD TO PAY YHE TOTAL OF $191.88.IT IS A 12 MONTH PROGRAM WHEN BROKEN DOWN IN INSTALLMENTS.I HAVE DOCUMENTATION IF THE CONTRACT. ICALLED THEIR TOLL FREE # WHICH IS [redacted] ON JULY 19 TH,2014 IN REF. TO A CLAIM, I NEEDED A KITCHEN FAUCET AND A TRAP, AND TO STOP THE LEAK UNDER MY KITCHEN SINK TO MY BASEMENT. AMERICAN WATER RES. CUSTOMER REP. REFUSED TO SEND SOMEONE OUT TO DIGNOSE THE PROBLEMAND TOLD ME THE DIDN'T COVER THEWATER LINE,NOR THE FAUCET AND TRAP. I HAD TO PAY A TOTAL OF $675.00 TO HORIZON PLUMBING WHO I HAD TO CALL. I'VE BEEN WITH AMERICAN WATER RESOURCES SINCE I PURCHASED MY HOUSE IN THE YEAR 2001. THIS IS VERY UNFAIR . I DON'T HAVE MONEY JUST TO GIVE AMERICAN WATER RESOURCES, AND WHEN I DO HAVE BREAK DOWN IN MY WATER LINE THEY REFUSE TO COME OUT AND DIAGNOSE THE PROBLEM & ASSISTS ME. TO CONTACT AMERICAN WATER RESOURCES ON LINE IS AWRUSA.COM. MY ACCT. # IS [redacted]. I FAXED THEM DOCUMENTATION OF THE BILL FROM HORIZON& I ALSO STATED WHAT WAS WRONG. I,M DIABETIC, I HAVE HIGH BLOOD PRESSURE ,I HAVE ARTHRITIS AND I,M DEPRESSED. I USE MULTIPLE MEDICATIONS.THE # I FAXED TO AMERICAN WATER RESOURCES WAS [redacted]. COULD YOU PLEASE ASSIST ME? I HAD TO SPEND MONEY TO FAX THE BILL, COPY THE BILL, AND GET TRANSPORTATION TO A COPYING

CENTER.Desired Settlement: I WISH THEY WOULD HONOR THE CONTRACT.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 28, 2014 correspondence regarding the complaint filed by [redacted] is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP). On July 18, 2014 the customer notified AWR that she was experiencing a leak on the drain line located directly under the center of her sink. The AWR claims representative reviewed the terms and conditions with [redacted] confirming that drain line leaks are not covered. The customer was dissatisfied with the explanation and stated she felt the leak could not be assessed over the phone. The representative asked several more clarifying questions to determine that the leak was not covered under the IHPP. In accordance with the IHPP terms and conditions, AWR will repair clogs or blockages of the customer’s drainage system; leaks or breaks of the drainage system are not covered repairs.AWR takes all consumer concerns seriously and we regret that this issue caused [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: Recently I signed up to become a customer of American Water Resources. I paid using a credit card my first year was deducted from my credit card on 4/18/2014 for $85. On June 11 2014 an additional $85 was removed from my credit card without my permission. I was told that they are human and that they make mistakes. I was told their system can deduct charges from your credit card but cannot refund your credit card so therefore a refund may take up to 4 to 6 weeks to receive a refund. I explained to them by taking this money out of my account without my permission caused me to go into an overdraft situation in my checking account. I have now been charged a $29.00 fee from my bank due to an overdraft situation.I've talked to many different people who basically tell me there are no exceptions to the rule and that I have to wait for a refund they are trying to get it expedited sooner us so far to no avail this has cost me a lot of time energy and the lack of customer service is disappointing.Desired Settlement: Iwould like a refund of the $85Plus a refund of the $29.00 that my bank is charging me for the overdraft. I also would like consideration for my first year to be free.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 14, 2014 correspondence regarding the complaint filed by [redacted]. In May of 2014, Ms. [redacted] enrolled in AWR’s Water Line Unlimited Protection Program (WLPP) and elected to make annual payments. At the time of enrollment, an error occurred on Ms. [redacted] account which resulted in the customer being charged an additional annual payment in the amount of $85.00. Ms. [redacted] stated that the additional payment triggered a $29.00 overdraft fee. AWR recognized the error and agreed to refund Ms. [redacted] $85.00 plus the $29.00 overdraft fee. Ms. [redacted] was unhappy with the time necessary to process the refund. To expedite the refund, on June 16, 2014 AWR sent a [redacted] gift card to Ms. [redacted] in the amount of $114.00 via overnight delivery. We confirmed the [redacted] package was delivered on Tuesday, June 17, 2014. AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]I am rejecting this response because:The company apologizes on my behalf --- for what I made a complaint for a legitimate reason and it would not have escalated to this point had I reached someone who acted concerned about the problem this caused me. Yes the did "refund my money" in the form of a [redacted] gift card which did me no good what so ever when it came to replacing the money back into my checkbook which is where they removed my money from in the first place. I was promised they would overnight the [redacted] card Friday night it was not done. I called Monday both representatives state my refund "check " was still being processed. It wasn't until Tuesday that I received my so called refund. I had to borrow to meet my mortgage as this whole error shorted my checkbook. It also took them 6 days to overnight my refund. They stated there is not if ands or buts that a refund check could not be processed other than on certain days. They did not go above and beyond to correct there problem what so ever.