American Water Resources

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.

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: I have sold property at [redacted] and no longer need insurance policy.I have tried to contact american water resource by phone to stop taking the 5.00 charge off of my checking account with no success.Desired Settlement: Stop billing my account.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 3, 2014.

Ms. [redacted] was enrolled in the Water Line Protection Program (WLPP) offered by AWR. She paid the monthly program fees via direct debit from her checking account. Pursuant to the terms and conditions, the customer must notify AWR of any changes or to cancel the program. We have no record of Ms. [redacted] contacting us to cancel her program. We will accept her cancellation request via the complaint we received from the Revdex.com. Her enrollment in the WLPP has been cancelled effective February 12, 2014. Ms. [redacted] will receive a refund of $5.18. We contacted Ms. [redacted] to confirm the cancellation and her refund and to get an accurate address to mail a check.

AWR regrets this issue caused Ms. [redacted] to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

Review: We were insured for Sewer emergency protection outdoors. When we called business to start a claim and get service for sewer back up, they advised to have our inside house cleared first. When we had our plumber come out, said back up was in the outdoors. Called back company, said since we had another plumber come, it was no longer an emergency, so basically tricked us and would not come out. Since then, I had to hire a company that cost $9,000 to replace my sewer. We bought the AWR insurance exactly to cover blockage and broken sewer and they would not come out to my house or start a claim so they would not have to pay for the repair. They were very quick to refund me when I cancelled . This shows they wanted to get rid of the customer and avoid bad PR. Since then, I have learned that they do this to a lot of people. They will not come out making up some excuse to say you no longer have an emergency. I spoke to numerous people at the company, which they all came to the conclusion that I no longer had an emergency. They never came to my house to check or put a camera down my drains. They had my recorded initial call where their rep. told me to have drain unclogged and then call back. So, they have a clever way of getting around it so they will say its no longer an emergency. My outside sewer pipes had to be replaced and downstairs bathroom and living room floors and carpet and walls have to be replaced. How much of an emergency does one need?Desired Settlement: This business is deceptive in their practices. They need to be made accountable for their actions. They need to be forced to stop cheating the customer or go out of business. Since, I have

had this issue, everyone from reputable insurance companies, plumbing companies, contractors all

have agreed that they are aware that American Water Resources Sewer Protection Plan is doing this to a lot

of customers. The desired outcome for me is to take this Company to Task or Put them out of business in the State of New Jersey.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2015 correspondence regarding the complaint filed by [redacted]. [redacted]s wife initially contacted AWR on May 21, 2015 to report a toilet back up. [redacted] advised AWR that she privately hired a contractor to investigate the back up and clear the line. Based on the description of the problem, AWR informed [redacted] that the issue was an in-home problem that was not covered under her husband’s Water and Sewer Line Protection Program. According to [redacted], the contractor she retained cleared the sewer line and advised her that the line had tree roots and was broken in several places. [redacted] also demanded that AWR send a contractor to her property to camera the line. AWR informed [redacted] that since the line was clear AWR would not be dispatching a contractor. Based on the foregoing, AWR denied the claim. Subsequently, the customer cancelled the program and AWR refunded the customer $165.78. 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As I stated previously, since precisely I asked if I had a backup of wateroutside my home walls- what should I do. I was told to go ahead and get my plumber to check where the blockage was. Its on the phone recording at American Water Resources where the rep advised me to get someone. Exactly so they would then say my back up was no longer there. I called back for them to send camera out to diagnose where in my lawn was the backup. They refused point blank to do so. It has cost me $9,000 which is why I bought insurance in first place for outdoors and $4,000 for indoors which my real insurance company NJM covered. I have my town sewer service and plumbing company and NJM all as witnesses to this backup.American water resource is a dishonest company that needs to go out of business in the state of NJ or cover what it advertises.Look at all the complaints on Revdex.com. Deceptive practices and are very willing to refund so people won't complain.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 25, 2015 correspondence regarding the rejection filed by Mohamed Hachicha. As we stated previously, [redacted] initially contacted AWR on May 21, 2015 to report a back up. AWR did not dispatch a contractor to the [redacted] property because [redacted] advised that the sewer line was cleared by a private contractor and she was no longer experiencing a back up. On May 26, 2015, AWR discussed the reasons for the denial of the claim with [redacted], who advised AWR that no prior work on the line was performed by a private contractor. [redacted] then cancelled the program at the end of the May 26, 2015 discussion. The claim 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As you continue to state that your company did not have to respond to our need of emergency services clearing our backup because we got another company to do so, is false.Instead you had your representative at 8:15am on May 24th. 2015 advise me to get a contractor out to check if problem was inside or outside the home. You stated you only covered for outside, therefore someone had to check inside first. We determined the blockage was outdoors which was AWR 's responsibility to come and clear.No one would come out and check despite the fact we still had a backup. We have proof from our township. Bottom line, this company should not operate in the State of New Jersey if they continue to deny a claim before even checking the problem. No one from this company came to my home, therefore, this is a deceptive practice by the very fact of not even coming iut. Denying a claim before putting a canera down or checking the $17,000 damage that was caused inside by water and work on outside sewer.of course your response is rejected. Revdex.com - enough of he says, she says. Come to my home. I have proof of what this company's practices. Lets review their record. If this happened to us, it happens all the time. Every one I have encountered when I relate the story, said they have heard of AWR's bad practices.Revdex.com check the reviews, time to take a stand and Time for American Water resources to live up to what they advertise to their customers or go out of business in NJ.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your July 28, 2015 correspondence regarding the rejection filed by [redacted].As previously explained, the [redacted] claim was denied because [redacted] initially advised AWR that a private contractor cleared the line and she confirmed that she was not experiencing an issue when she contacted AWR. AWR has fulfilled its obligations under the Agreement. Therefore, the claim remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused the [redacted] to file a complaint with your office. We trust that the foregoing explanation 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.

I was in process of purchasing a contract but after reading all the complaints on this site and how it seem the Revdex.com is in bed with this company. I see that the Revdex.com is OK if the company just responds to the complaint but does not mean they fix the issue.
In most cause the company will fix the complaint but only after the customers are put though the ringer contrary to the contract terms which states they take care of all the hassles.
I think based on my calls to background check the policy before signing up, the agents because more and more curt and rude if you asked too many questions on what is and is not cover.
This company has the "blessing" of the [redacted] and really they should lose that contract because wow on this site alone over 100+ complaints and all basically the same.

Review: I purchased insurance for my residence at [redacted], [redacted] in November 2012 for a year of service. On September 6, 2013 I called to cancel the service because I was relocating out of the state. On Spetmber 24, 2013 I noticed a debit on my credit card from AWR in the amount of $211.73. I promptly called AWR and was told that the money would be refunded propmptly. it's been 3 months - I have called a dozen times and each time I am told a check is being processed, has been mailed or will be mailed to me. At this point I doubt that AWR intends to refund the money. ,Desired Settlement: I would prefer that AWR refund my credit card in the amount of $211.73. I

Review: On 6/5/15 I found black ooze coming from the drains in my house. I contacted AWR about the problem and they said they would send someone out. After waiting hours with no response and being unable to use the toliets or anything else in my house, I called a plumber and they were able to come out immediately. They fixed the situation and after running a camera down the lines, discovered that the orangeburg sewer line was in severe need of replacement. I contacted AWR who still had not sent someone out and they told me they needed their plumber to verify this. Eventually their plumber came out, told me there was nothing he could do since the problem was fixed, agreed with the plumber I had hired previously and also scoped the line to find the same results - the line needed to be replaced. I was told by him not to use my appliances (dishwasher/washing machine) until the line was replaced because it would back the system up again. He said he would send the report to AWR, but they would deny it and then said that his company could do the work for about 1500. He said someone would contact me Monday. Monday I got an email from AWR that they would contact me in 24 hours. Tuesday I still hadn't heard from them and contacted them myself. They told me there was nothing they could do, no report had been filed, there was no timeframe that the report would be filed and even then, I would have to have their plumber come out 3 more times, pay them $50 each visit, to even have a shot at the damaged pipe being replaced or even patched. In the meantime, I have had 3 plumbers come out, all have the same findings as my original and AWRs plumber, that the line is shot and needs to be replaced. AWR's warranty in no place states anything about 3 visits. No one can explain to me why AWR will not replace the line as my insurance that I pay 200 a year for says they are supposed to. AWR plainly told me that I just have to deal with the situation until, or, if, they deem it worthy of attention.Desired Settlement: I would like to be able to use my appliances like a normal home owner. I would like to not have to clean up black ooze coming up from all my drains and damaging my property for 3 or more times to prove whatever AWR thinks it will prove when the fact is THEIR plumber said the ONLY fix was to replace the line and I have 3 other licensed plumbers who agree with him. I do NOT want to pay another $150 in service charges for the inconvenience of black ooze coming from my drains as a result of the backup, nor do I want to continue to pay over$200 a year for insurance that apparently only gives me the honor of paying another 50 bucks to some company that is in cahoots with AWR to scam the consumer out of money. Why any smart company would want to continue to shell out money to a plumber for 3+ times plus the cost of the damage that it's doing to my home, plus my laundry costs and anything else I incur from this debacle, when the only answer is to replace the line, I don't understand. FIX IT

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is a customer of AWR’s 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. Ms. [redacted] contacted AWR on June 5, 2015 reporting a backup. AWR dispatched a contractor to assess the issue. When the contractor arrived later the same day, he found that Ms. [redacted] had already hired her own contractor who cleared her sewer line. The issue was resolved; as a result, no additional repairs were required. After speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problem. AWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer line. He did not advise AWR that Ms. [redacted]’s sewer line required replacement. Ms. [redacted] prefers to have her sewer line replaced. Therefore, the customer requested that the amount allotted for the recommended repair be paid to her instead, so she may offset the costs she will incur to replace her sewer line. 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.

Review: To be contacted by the Executive Office.

I have called numerous times to American Water Resources customer Service Dept. Several times and have requested to speak to. Supervisor and no one returns my calls... Customers Service Department is very unhelpful and says there are no emmidiate supervisor s available.Desired Settlement: I have called numerous times to American Water Resources customer Service Dept. Several times and have requested to speak to. Supervisor and no one returns my calls... Customers Service Department is very unhelpful and says there are no emmidiate supervisor s available.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 21, 2015 correspondence regarding the complaint filed by [redacted] is enrolled in the In-Home Plumbing Emergency Program (IHPP). AWR dispatched a contractor to investigate an internal leak she reported. Ms. [redacted] contacted AWR to follow-up on the contractor’s visit and requested to speak with a supervisor. An AWR supervisor returned Ms. [redacted] call and she was pleased with the outcome. 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.

DON'T WASTE YOUR MONEY. The sewer 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.

Review: I have communicated with AWR since January, 2015 requesting that they change the checking account that my monthly payment is withdrawn from. As of May 8 the bill is still being withdrawn from the old account. I have contacted AWR four times, one to two months apart, by phone and returned any forms that they requested. Each time I am told that the problem is taken care of. Each time I am billed the next month at the old checking account.

This has become a trust issue due to inaction. I am concerned that if I pay the bill in July for one year that AWR will continue to make monthly withdrawls from my old account. I am told that I will not be double billed, however, I have been double billed in the past by AWR.Desired Settlement: At this point, I would like to hear from AWR and hear what they suggest.

A monthly payment from my new checking account is what I have requested all along.

If I pay the annual charge in July by check, I am requesting that a letter of acknowledgment of payment is sent.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 12, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] correctly submitted his new banking information. The change has been made to his account. The next monthly program fee will be debited from the new account he provided. 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 Mr. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

[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].If the correct bank account is billed in June 2015, then I will accept that this resolution is satisfactory to me.

So, my acceptance is conditional at this time.

Regards,

Review: I had water and sewer line protection plan from American Water Resources for almost a year with no claims. Recently our basement drains backed up and flooded during a rain storm. I called American Water Resources and requested that they send a technician to diagnose the problem and clear any blockages. They refused to send anyone because they said I was no longer having any problem. I said I was no longer having a problem because it wasn't raining but there was clearly a blockage issue with the drain pipe that needed to be addressed since the drains were overflowing from the rain. They again refused to send someone. I said that if they wouldn't send anyone for this then I was going to cancel my plan since they were denying me the service I was paying for. I proceeded to request cancellation since AWS was not fulfilling their service contract. A week later my sewer backed up in the basement from the basement drains. I again called AWS and requested that they send someone out. They said that since I was no longer a customer they couldn't send anyone unless I renrolled. They transferred me to the enrollment line, but since it was after hours no one answered. I was forced to call an expensive emergency plumber to remove the blockage on the line. The issue with our line is still there as it has backed up again today. I am having to call another plumber to come out and clear the blockage and see if there is need of a pipe replacement. This all should have been covered by AWS since I first experienced the issue and reported it to them while I was a paying customer and they refused to help.Desired Settlement: I would like American Water Resources to reimburse me for the plumbing costs I've incurred as a result of their failure to honor their service obligation and diagnose and fix any ongoing issues with my sewer line. I am willing to renroll as a customer if they honor their original service obligation to me.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your July 3, 2014 correspondence regarding the complaint filed by [redacted].In July of 2013, Mr. [redacted] enrolled in AWR’s Sewer Line Protection Program (SLPP). On June 20, 2014, Mr. [redacted] called to notify AWR that he experienced a sewer line back up a few days prior due to heavy rains. AWR’s representative asked the customer if he was currently experiencing a back up and Mr. [redacted] responded "no." The customer was advised that in accordance with the Terms and Conditions of the SLPP, AWR will not repair anything caused by natural acts such as flooding. Mr. [redacted] was dissatisfied with the denial and elected to cancel his SLPP. On July 3, 2014, Mr. [redacted] again called AWR and stated that he wanted his sewer line repaired. Each time Mr. [redacted] called AWR, he explained that his sewer line only backs up during times of heavy rainfall. If Mr. [redacted] sewer line was clogged or blocked, he would continually experience back ups even during times of no rainfall. Given the description that Mr. [redacted] provided to AWR, it was determined that his issue is not covered under the SLPP. Mr. [redacted] request for repayment of out-of-pocket expenses incurred due to hiring a private plumber remains denied. 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My sewer line was in fact blocked during the course of coverage from AWS and they refused to do anything about it. I have indepent proof of this fact from multiple plummers and on video camera. In the beginning it first backed up from rain, which I reported to AWS and they refused to rectify or even investigate. A custmer service representative can not accurately diagnose what is wrong with a sewer line over the phone. If a licsensed plummer had investigated the situation, he would have discovered that the line was in fact blocked with small tree roots that had grown in through the pipe connections. After this refusal from AWS I suffered multiple additional backups both during rain and not during rain. I called AWS on the occurence of each of these backups and they refused to rectify or investigate the problem. It is completely asinine to expect a customer to wait until a sewer line backs up when it is not raining to investigate and clear a blockage. A line can be partially clogged and only back up during heavy rains or it can be completely blocked and back up all the time. Either way there is an obstruction in the line that needs to be dealt with immediately to avoid catostrophic damage to the home. I have receipts from 2 licensed plummers (with A ratings from [redacted]) stating that the sewer line was blocked from tree roots. I have video proof from a plummer who put a camera down the sewer line showing the blockage from tree roots . It took 2 different attempts and multiple backups before the situation with my sewer line was fixed and verified on camera. None of which AWS provided any help with whatesover, despite the fact that I had been paying for their coverage for over a year and they state in all of their marketing materials that they fix blockages in sewer lines from tree roots (which was exactly what I experienced). I suffered extenstive damage to my home from sewer backups and costs from 2 visits from 3rd party plummers, all of which would have been prevented had AWS simply honored their service obligation to me the first time that I called them. This is the worst customer service experience I have ever had with a business in my lifetime.

Regards,

Review: Their site shows false advertisement. I have a pressure problem with my washing machine and shower. Called the company and was told I had to replace the water pressure valve. The woman told me it was the only thing not covered. I spent $225.00 to replace it and the plumber even said he did not think that was the problem. Well it wasn't. American water called and dispatched a man who came and said he thinks the line my have corrosion. I explained that I had the indoor plumbing contract and he told me to contact them. He said they would have to possibly come out and blow the line. Called american water who then told me they would not send any one out. They only cover if you have a break or a leak. They advertise indoor plumbing and it says on their site to protect yourself from hassles like...broken water pipes hidden behind walls and ceilings...which I told the man I hear a dripping behind the wall. Clogged laundry drain line, blocked or slow shower drains, leaking water supply, and the list goes on. One call does it all. Unfortunately one call does nothing. I could not even get a licensed plumber assigned to see what the problem was. This is false advertisement and I can't believe they have an A+ rating with Revdex.com. When I read all this to the person I was talking with he told me I had to read the agreement. How can they advertise something but the actual realization be different. Their advertisement should say indoor plumbing if you have a break or leak. Who am I to tell what the actual problem is and how can they tell over the phone. I need a plumber and thought one would come out to my home to see what the problem is. So I am paying for something that is false advertisement and they are allowed to get away with it.Desired Settlement: I would like a licensed plumber to come to my home and address the problem.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your December 24, 2014 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR to inquire about coverage limits for a faulty water pressure-reducing valve that she believed was causing her to experience low water pressure in her washer and shower. At that time, Ms. [redacted] was informed that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage system. Ms. [redacted] also stated that she heard water dripping behind her wall every time her upstairs toilet was flushed. Ms. [redacted] was informed that her issue was indicative of a drain line leak, and the AWR claims representative explained that her program covers repairs for clogs and blockages of her drainage system; leaks and breaks of the drainage system are not covered.If Ms. [redacted] notifies AWR that she is experiencing a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue. Subsequently, Ms. [redacted]’s requests to have AWR investigate her water pressure-reducing valve and drain line leak remain denied. AWR takes all consumer concerns seriously and we regret that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to Ms. [redacted]’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

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

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 8, 2015 correspondence regarding the rejection filed by [redacted]. The In-Home Plumbing Emergency Program (IHPP) offers coverage for two separate systems; the supply system and the drainage system. In accordance with the terms and conditions of the IHPP, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage system. If Ms. [redacted] experiences a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue.In Ms. [redacted]’s rejection, she referred to her October 3, 2014 telephone conversation with AWR. During a review of the call, the customer stated that her water company advised her to replace her water pressure-reducing valve. After the customer hired a private contractor to replace the water pressure-reducing valve, she was still experiencing low water pressure in her shower and washer. At that time, the customer contacted AWR. She was advised of the IHPP terms and conditions and that pressure-reducing valves and low water pressure are not covered under the IHPP. Subsequently, Ms. [redacted]’s claim 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:Regards,[redacted]

Review: On Wednesday, August 5, 2015 the water main line at my house sprung a leak. I DO HAVE insurance on the water main line through American Water Resources. Unfortunately, after 7 days without water, they have still not fixed my water line. It's a never ending cycle that looks like this....AWR contacts one of their "affiliated" contractors in the area to come assess.. The contractor writes up a proposal for how best to fix the line. I wait 24-36 hours for the proposal to be approved or denied. Ultimately, it is denied by AW Resources and they call a different contractor to come assess the line. This new company then comes to assess the line and writes up a proposal for how best to fix the line. I wait again and the proposal is denied. AM Resources then calls another one of their contractors to come assess the break. I have been through 4 contractors with NO RESOLUTION. In fact, I was told another one would be out yesterday (Monday) to do a leak detection service. Well, no company ever showed up and when I call to ask for a supervisor they tell me [redacted] will contact me at his/her earliest convenience. I just called again this morning and was told the same information. I have now missed work/lost wages for 5 days and also have a 14 month old son. Not only can I not bathe him or cook meals, I've had to pay daycare expenses so I can spend all day on the telephone trying to get answers. Last night I was told by a representative who claims a supervisor told her to say this....."The reason my line is not being fixed is because it is not up to code." I asked how it is not up to code and she said "well, one contractor said your line has the wrong couplings on it." My question to her was......."HOW THE HECK DOES ANY CONTRACTOR KNOW WHAT IS ON THE LINE IF NOT ONE OF THE 4 HAS DUG UP THE LINE TO SEE IT? NOT 1 contractor has SEEN or TOUCHED the line. I called again this AM for supervisor. 3 hours later-still no call. Currently looking for lawyer representationDesired Settlement: I would appreciate my water line being repaired in a timely manner. However, I would like the line to be repaired CORRECTLY---not how American Water Resources sees it best financially! YOUR OWN contractors have now submitted proposals for how to best fix the line and all of them have been denied. Now, I have NO ONE showing up at my house (as I was told) to fix the line. It's been 3 days since anyone has even been back! If you'd like more information, please feel free to contact me.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your August 11, 2015 correspondence regarding the complaint filed by [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program. On August 5, 2015, [redacted] called AWR to report a water line leak. Her claim was initially denied due to information provided by our contractor describing that the customer’s water line was not up to code. Nevertheless, AWR re-evaluated [redacted]’s claim and dispatched a contractor to repair her water line. The repairs were completed on August 14, 2015 and [redacted]’s water service was restored. [redacted] was satisfied with the repair. 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: American Water Resource will not repair my water main break due to the fact that it is polybutelane (spelling) pipe. How am I supposed to know what composition of the pipe that is buried in my yard? We were told after the fact that the claim will not be honored due to this composition of the pipe and I am without water at least another day! The cost of the repair will be around $1,500! Why am I paying for insurance with a company that doesn't honor the agreement? This is a total scam and this company should honor their agreement!

I want a total refund of all moneys plus interest paid to them!Desired Settlement: I want my money back since they don't cover their base agreement!

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] called AWR on October 9, 2015 to report a water line leak. AWR dispatched a contractor to investigate the problem. Our contractor advised that the water line was polybutylene pipe. Pursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water lines. As a result, [redacted]’s claim was denied.[redacted]’s Water Line Protection Program has been cancelled in accordance with the Program Terms and Conditions. A full refund will be sent to him. His Sewer Line Protection Program will remain in effect unless [redacted] calls AWR to cancel it.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: We do have water line repair insurance with American Water Resources. On 10/24/2015 we had a water line break under the public sidewalk in front of the house.

After the water was turned off by the water company (we live near a school and the sidewalk is used by the kids to walk to school so the township called us to make sure the water was turned off as soon as possible as it was creating a hazard) we contacted American Water Resources to fix the leak. After calling several times and being without water for 4 days, a contractor came out and fixed the leak and turned the water back on.

We waited about about a week, but no other contractor showed up to fix the section of sidewalk that had to be removed to repair the leak. We started calling American Water Resources several more times to check what the delay was in repairing the sidewalk. The only response we received from customer service was that the ground had to settle before the repair could be completed.

We waited 1 more week and still no one came to repair the sidewalk. We called again and were still told that the ground had to settle and it could take up to 8 weeks. After complaining to them about the 8 week time, we were told that we would be called back to follow up but no one ever called us back. an 8 weeks wait for the ground to settle is unrealistic and not acceptable. It seems that customer service is just reading from a script about this ground settling thing and are not interested in helping.

Again, this is a public sidewalk near a school that kids use to walk to school so it does pose a hazard, so we are looking for a resolution as soon as possible.Desired Settlement: We would like American Water Resources to complete the sidewalk repair in a timely manner and before winter comes and covers the sidewalk with snow and ice and American Water Resources starts telling us we have to wait until spring or some other excuse.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your November 20, 2015 correspondence regarding the complaint filed by [redacted].[redacted] are customers of the Water Line Protection Program (WLPP) offered by AWR. They experienced a water line leak, which was repaired by AWR’s contractor on October 29, 2015. During the repair one section of the public sidewalk was disturbed. The contractor will complete the sidewalk restoration on or about December 6, 2015. We apologize for any inconvenience the customer may have experienced as a result of the delay in restoring the sidewalk.AWR takes all consumer concerns seriously and we apologize that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Review: Last Year I had problems with this firm paying them electronically and resolved the issue with a [redacted].

This year I paid these folks with a check that they acknowledge receiving October 25th and posted to my account and my account is paid in full.

However on November 25th I receive a final bill notice for $144.00 for the invoice paid October 27th by a check [redacted].

I was told by [redacted] badge #[redacted] that if I paid my bill twice they would just extend my coverage or I could request a refund.

So I am being billed for something I have paid and they are hoping I pay it twice. [redacted] explanation was they just crossed in the mail.

So I am suppose to believe that a bill paid October 27th gets rebilled and the invoice gets sent and I receive that crossed bill November 25th also a full month later.Desired Settlement: I want them to stop sending me invoices once my bill has been paid and nothing is due.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry regarding [redacted], dated November 27, 2013.

By way of background, on November 25, 2013, Mr. [redacted] had called AWR to report that he had received a final payment notice for his Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP) after he had already paid his bill. On November 27, 2013, a supervisor had called Mr. [redacted] to explain that the "second is active and paid until October of 2014. The customer will disregard any invoices he notice" invoice apparently crossed paths with his payment in the mail and that the customer receives and the issue is resolved with Mr. [redacted].

AWR strives to provide excellent customer service and we regret at Mr. [redacted] experienced an issue 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.

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,

Review: We have a water main break in our basement that was reported to AWR on Monday June 1,2015. AWR set us up with a contractor to take care of the leak. Contractor's son came out to the job site with an alcohol odor on Tuesday June 2 and told us that this is an emergency but he and his supervisor need to return on Thursday June 4,2015 between 9:00 and 11:00 AM to correct the problem. On Thursday June 4,2015 at approximately 12:00PM, we called the contractor and he said that he would not be able to come to our house until between 2:00-4:00PM. At 4:00 we then called the contractor and he stated that today was a bad day for him and that he would not be able to make it out to our house. We then requested another contractor and we are still waiting for help. Thursday June 4 ,2015 11:00PM. Thank You

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the complaint filed by [redacted] Mr. [redacted] reported a water line leak on June 1, 2015. AWR dispatched a contractor to investigate the reported issue. The contractor investigated the water line leak on June 2, 2015 and scheduled a repair for June 4, 2015. The contractor rescheduled the appointment multiple times and as a result, AWR agreed to dispatch an alternate contractor to repair the [redacted] water line. The repairs were completed on June 5, 2015.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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I purchase a home on February 20, 2015. I transfer the [redacted] water and sewer to my name. I also purchase the water and sewer protection plan through [redacted] which is administered by American Water Resources. I was preparing my house to be move in ready. I worked on this everyday since purchase. I used small amount of water throughout this period. Over the past fews day, I was in the process of moving in when I noticed the water was being retained in the house sewer trap. I tried to snake the sewer line by myself but unfortunately I was not able to free the line. On June 6, 2015, I contacted American Water Resources to claim that I was having these issues. They sent out their contactor [redacted] to assess and to fix the sewer problem. Liberty Water and Sewer representatives came to my home on the same day. They had me run the water for at least a half hour to see what the issue was. The water level in the sewer pit raised to the top. The representative went to his truck and got his tools and brought it into my home. He shortly went outside and made phone calls. He came with another representative and they told me that they were not able to get an okay with American Water Resources to proceed with cleaning the sewer line blockage. They told me to contact American Water Resources on Monday June 8, 2015 and they would not be able to do anything today. While they were exiting my home, I received a call from American Water Resources stating they were not able to proceed because of pre-existing conditions. I explain to the representative that I recently brought the house and was not aware of any of these conditions. They also said that the [redacted] stated that there is a break in the sewer line. I don't understand how they could of have determine that there was a break in the sewer line and pre-existing conditions if they did not do any type of diagnosis. [redacted] American Water Resources sold me a program to clear my sewer & didn't not deliver.Desired Settlement: I would like [redacted] and American Water Resources to fix this problem that I am encountering immediately. I would like them to deliver on the protect plan that they sold me.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 2015 correspondence regarding the complaint filed by [redacted] Mr. [redacted] enrolled in AWR’s Water Service Line and Sewer Service Line Protection Program effective June 6, 2015. On that same date, Mr. [redacted] contacted AWR and reported a sewer line-related issue. AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. [redacted] effective date. Please be advised that conditions occurring prior to the effective date are not covered under Section 6 of the terms and conditions of the program. Further, back pitched lines are not a covered repair as they do not result from normal wear and tear. As a result, Mr. [redacted] claim remains denied. His Sewer Service Line Protection Program will be cancelled since we are not able to continue to provide him service in accordance with the program’s terms and conditions. After he has his sewer line repaired, Mr. [redacted] may submit proof of repair in order to re-enroll in the program and we will waive the 30-day waiting period. AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When AWR's contractor came to my residences there was no water in the sewer trap. AWR's contractor had me run all the sinks and continuously flush all the toilets for more than a half hour. After a half hour, the water started to slowly rising out of the sewer trap clean out plug. It rose about half way up in the sewer pit. The contractor went to his van and brought his snake into the house to clean the line. Then a second individual came and the two of them had a private discussion. After the discussion with second individual, the contractor took his snake and left my home. He told me to call AWR.If there is a severe backup pitch as they claim, it would not take over a half hour for the water to come out of the clean up plug. The contractor sat and watched the water running through the sewer line for a half hour. How could he claim that the pitch was the problem if he did not use a snake nor a camera in the sewer line to the road. Under normal usage since June 6, 2015 I did not see any water in the pit. From this I come to the conclusion the contractor wanted to make money off of me by using AWR to claim these repair are needed. Under the service contract, I would like AWR to have someone come back to my house, snake the line and prove that there is a pitch as they claim. I applied on May 06, 2015 for the protection program. I was given effective date of June 6, 2015 on May 20, 2015. They took one month to give me an effective date. I called on the day I had coverage. I am a new owner of this property and not aware of any prior issues before June 6, 2015.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your June 17, 2015 correspondence regarding the rejection filed by [redacted] As we explained previously, AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor, after conducting a thorough investigation, advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. [redacted] effective date. As a result, we do not believe it is necessary to snake or camera the line. Since conditions occurring prior to the effective date and back pitched lines are not covered under the program, Mr. [redacted] claim 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. Should you have any questions, please contact me. Thank you for your time and consideration.

I called AWR to unclog my bathroom sink. The tech came that day and used a electric snake and ripped through my trap under my sink. He said I knew that would happen, I then said are you going to replace the trap, he said I don't carry trap an my truck you will have to repair your self. He then gave me a bill for service for $ 50.00 and said I wasn't covered for a new trap. I called AWR and was told that the tech said the trap was corroded which it wasn't the snake he used rip a hole in the trap. He told AWR he would repair it for $300.00 . Now I have to buy a trap and repair it my self, never again will I use this service want a rip off

Review: Good morning - I obtained a contract with American Water Resources to provide in-home protection against water/plumbing/sewer damage. I have had 2 incidents in the last 4 months that were not covered. Yesterday, the pressure relief valve of my hot water heater broke, so I read my contract and contacted AWR. The representative stated that it WOULD be covered, including parts, and that I would get a call back in "a few". Assuming this was a few minutes or a few hours, I waited about 4-5 hours before calling back. I called back and again waited about 10-15 minutes to speak to a representative and was advised that a return call could take up to 12 hours. Today, after 12 hours of "open for business" wait time, I called back. [redacted] (Operator [redacted]) stated that the pressure relief valve was NOT covered and that I received incorrect information. I advised that I wanted to cancel all service because of poor coverage and poor customer service, so [redacted] transferred me to customer service...which is closed on Sunday for accepting cancellation calls. I then called back and got an IMMEDIATE answer when I said that I wanted to "buy" new service (go figure the fast response time!), and asked to speak to a manager. The individual said that I AGAIN reached the "overflow" center in Illinois (for the 3rd time in 4 attempts in two days). I was told that customer service was open and that I should have been able to talk to someone about cancellation (she was incorrect...again). I called back again, and coincidentally spoke with [redacted] again, and she said a manager would call me back in the next couple of hours to avoid me contacting Revdex.com. The call from a manager never came, so clearly AWR does not care much about its customers, nor do the employees who work there know much about the business or the services they offer, especially the "overflow call center", which seems to be the main people you speak to when calling. The service is practically useless as well. Poor rating!Desired Settlement: I just want AWR to follow through on the service that the INITIAL representative stated was covered, hence my reason for NOT contacting another company or attempting to repair the issue myself prior to leaving for a business trip. I now left the home with my wife having to try to deal with all of this for an issue she can't repair while I am away, and now needing to empty a pot under the hot water heater every 12 hours until I return home. AWR should share with its employees what they actually do and don't cover (and I read the contract...a pressure relief valve is not specifically listed in the "Not Covered" section" even though about 100 other things are!). Additionally, they should have knowledge of what centers are, or are not, opened during the week and on weekends. Finally, management should be available to speak to customers with concerns instead of representatives taking a message and a manager never calling back. Isn't that in Business 101?

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 6, 2015 correspondence regarding the complaint filed by [redacted]. After investigating Mr. [redacted] complaint, AWR’s records do not indicate that AWR’s representative informed Mr. [redacted] that his pressure relief valve is a covered item. In accordance with the terms and conditions of the IHPP, AWR will not pay to repair any devices connected to a customer’s supply system or drainage system, such as pressure relief valves. As a result, Mr. [redacted] claim remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to Mr. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

AWR provided incorrect information, and had poor customer service throughout each of the three contacts I had with them. I would like AWR to cancel my contract and provide a full refund of my few payments to date for their poor customer service. They did not hold up their end of the customer agreement by providing professional representative customer service.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your May 27, 2015 correspondence regarding the complaint filed by [redacted]. A representative from AWR’s escalation and compliance team contacted Mr. [redacted] and she thoroughly reviewed the terms and conditions of the IHPP with him. Mr. [redacted] confirmed his request to cancel. His programs were cancelled, effective May 3, 2015, and a pro-rated refund was issued.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 Mr. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

[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.]

The company was unable to provide a full retroactive refund or services requested as initially promised by AWR's customer service representatives. A partial refund was provided after my initial call for my second customer service issue with AWR. Though I would never re-sign another contract with AWR, nor would I ever recommend their services to any other customer due to poor customer service and questionable contractual misrepresentations, I nevertheless received a partial refund of about $25, which apparently is all this multi-million dollar company can part with after the numerous customer service issues I have encountered with them.Therefore, I relunctantly accept AWR's solution since only two options are given here (accept/reject). I would not be surprised if the number of complaints continued to increase if additional customers sign their contracts.Thanks for your assistance.

Regards,