American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your June 11, correspondence regarding the complaint filed by [redacted] Mr [redacted] enrolled in AWR’s Water Line and Sewer Line Unlimited Protection ProgramOn May 22, 2014, Mr [redacted] spoke with an AWR representative and stated that he was experiencing a sewer back up in his basementAWR’s representative informed Mr [redacted] that his payments were past due and that an independent contractor would not be dispatched to his home until he was current on his payments In Mr [redacted] ’s complaint, he states that he was looking at his bill during the time of the phone call and alleged that he was not past due on his paymentsAWR reviewed Mr [redacted] ’s water bill records and they reflect that Mr [redacted] is five months past due on his program feesAWR attempted to call Mr [redacted] on June 20, to discuss his water bill as well as payment options Essentially, if Mr [redacted] wishes to pay his past program fees, then AWR will dispatch an independent contractor to investigate his sewer line issueIn the event that Mr [redacted] already hired a private contractor to conduct the repair, he may submit his itemized invoices and proof of payment for AWR to review them and consider a repaymentHowever, if Mr [redacted] decides not to bring his payments to date, then his program will be cancelled in accordance with the program terms and conditions AWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your March 24, correspondence regarding the complaint filed by [redacted] Please be advised that when a customer enrolls in any Program offered by AWR, a confirmation letter is sent to the customer upon the customer’s enrollmentUpon the renewal of a customer’s Program term, AWR does not send a letter confirming the renewalMs [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in November of Upon the expiration of Ms [redacted] ’ IHPP in November of 2011, the customer did not renew her ProgramIn March of 2015, Ms [redacted] re-enrolled in the IHPPAt that time, a confirmation letter was sent to the customer regarding her enrollment in the ProgramMs [redacted] enrolled in AWR’s Water and Sewer Line Protection Program in January of At that time, a confirmation letter was sent to the customerMs [redacted] chose to renew her Water and Sewer Line Protection Program by sending a check to AWRSince AWR does not send notifications regarding a customer’s renewal in any Programs offered by AWR, Ms [redacted] will not receive a letter confirming that her Water and Sewer Line Protection Program had been renewedAWR takes all consumer concerns seriously and we apologize that this issue caused Ms [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are responsive to Ms [redacted] ’ concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your March 4, correspondence regarding the rejection filed by [redacted] In May 2015, Mr [redacted] called AWR in response to an advertisement offering the Water Line (WLPP) and Sewer Line Protection Program (SLPP) for $for the first yearThis offer was sent to Mr [redacted] in November When he called to enroll, the introductory price was no longer available During the enrollment call, the representative confirmed with Mr [redacted] that he chose to enroll in the WLPP and SLPP at an annual rate of $ Mr [redacted] agreed to the annual Program fee and completed the enrollment Thereafter, AWR sent Mr [redacted] a letter confirming his enrollment in WLPP and SLPP at the annual a rate of $ As a good faith gesture, we have agreed to honor the $price from the advertisement Therefore, we sent the customer a refund for the difference between the offer and the Program fee charged at enrollment Mr [redacted] is not enrolled in IHPP As a result, we cannot establish a claim for his current in-home plumbing issue If he would like to enroll in the IHPP, the annual fee for the Program is $annually ($3.99/month) Similarly, if he would like to add the Internal Electric Line Program, the cost is an additional $annually ($3.99/month) Despite what Mr [redacted] stated in his complaint, no additional discounts were offered AWR takes all consumer concerns seriously and we apologize that this issue caused Mr [redacted] to file a complaint with your office We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation Please contact me with any questions Thank you for your time and consideration

6/4/ Ref: Revdex.com# [redacted] Dear Ms [redacted] , [redacted] has provided the Revdex.com all available [redacted] company records in regard to Mr [redacted] ’s disputeHis desired resolution of “Compensation and refund for monies paid for misleading contract, as well as fees paid for immediate resolution of the issue” should be, according to American Water Resources LLC, addressed to American Water Resources LLC through a New Jersey Revdex.com complaintThey are the administrator the Sewer Line Protection Plan, and all disputes regarding the contract for that Plan and any denial of service dispute should be addressed to them

Complaint: [redacted] I am rejecting this response because: This response provided is the same exact verbatim response that was previously provided I provided additional supporting documentation of charges debited from my account by this company and there is still some inconsistences with their calculations and software system What happened to the payments that were debited out of my account after the three payments were satisfied on July13, 2016? If the payments were satisfied why did AWR constantly debit my account for various amounts that they are still doing as of today on a closed account What is rather odd, as of this morning 11/1/AWR is still trying to debit money from my account for services that have been cancelled since August please see below Please feel free to contact me at [redacted] or via email at [redacted] Your assistance is greatly appreciated Thanking you in advance [redacted] *** [redacted] Regards, [redacted]

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

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, correspondence regarding the complaint filed by [redacted] Roman" size="3"> Ms [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program On December 22, 2015, she initially contacted AWR to report a drain leak in her bathroom sink AWR dispatched a contractor to investigate the claim and based on the initial investigation of the contractor, AWR denied the claim However, AWR later determined Ms [redacted] ’s leak required repair and intended to dispatch a contractor to her home to make the repairs When AWR attempted to make arrangements to send a contractor to her property to perform the repairs, Ms [redacted] advised AWR that she already hired her own plumber to make the repairs Since January 26, 2016, AWR has attempted to contact Ms [redacted] several times to discuss reimbursement for the repairs AWR is waiting to hear back from Ms [redacted] in order to discuss reimbursement 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 Please contact me with any questions Thank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your June 25, correspondence regarding the complaint filed by [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in December of On July 19, the customer called to notify AWR that her shut off valve was not workingAdditionally, [redacted] informed the representative that the shut off valve was not leakingAWR’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 determinationIn a good faith effort to resolve [redacted] ***’s issue, AWR dispatched an independent contractor to investigate the problem she reportedThe contractor advised AWR that the problem was a leaking faucetPursuant to the Terms and Conditions of the IHPP, AWR will not repair any fixtures such as faucetsAs a result, [redacted] ***’s request remains deniedAWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

Complaint: [redacted] I am rejecting this response because: As I suspected this business's history of deceptive and predatory business practices are still standing bright and clear for all to see This company failed to include in their deceptive response to your inquiry that they initiated two transactions in regards to my CLOSED ACCOUNTOne, seemingly an attempt to appear as though they were crediting my bank account with the refund that has been due since June 9,when the account for their services which was never activated was closed and a second transaction whereas what seemed to be the credit for the refund that I am STILL DUE was DEBITED FROM MY BANK ACCOUNT MEANING THAT NOT ONLY DID I NOT RECEIVE MY REFUND, THEY DEBITED MY BANK ACCOUNT FROM A CLOSED ACCOUNT WHICH TO MY UNDERSTANDING IS ILLEGAL THE DATES THAT THEY INDICATED TO YOU FOR MY REFUND HAVE COME AND GONE AND STILL I HAVE NO REFUND Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 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, On that same date, Mr [redacted] contacted AWR and reported a sewer line-related issueAWR dispatched an independent contractor to the property on June 6, 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 datePlease be advised that conditions occurring prior to the effective date are not covered under Section of the terms and conditions of the programFurther, back pitched lines are not a covered repair as they do not result from wear and tearAs a result, Mr [redacted] claim remains deniedHis 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 conditionsAfter 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 periodAWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your September 19, correspondence regarding the complaint filed by [redacted] ***AWR sent an enrollment packet for the Water Line Protection Program (WLPP) to Mr [redacted] addressHowever, the packet was addressed to his mother-in-lawMr [redacted] crossed out his mother-in-law’s name and hand-wrote in his own name before mailing the enrollment form to AWR with his checkThe [redacted] were enrolled in the WLPP, but the name change was not madeNevertheless, a confirmation of enrollment letter was sent to Mr [redacted] address, but again, it was addressed to his mother-in-lawMr [redacted] never contacted AWR to dispute the name on the accountStarting days prior to his program expiration date, multiple renewal notices were sent to his addressMr [redacted] never responded to the renewal notices and therefore, the WLPP coverage expired in May On September 15, 2014, Mr [redacted] called to report a water line leakThe representative informed the customer his coverage expired, and subsequently, his claim was deniedLater that same day, Mrs***, called to enroll in the WLPPOn September 16, 2014, Mrs [redacted] called AWR to report a water line leakThe representative informed Mrs [redacted] that to obtain service, she must submit proof that the water line leak reported the previous day was repairedThe AWR representative informed Mrs [redacted] that she will not receive service from AWR for her water line until the leak that was reported on September 15, has been repairedThe customer was also advised of the option either to remain in the WLPP or to cancel the program; Mrs [redacted] chose not to cancel the WLPPMr [redacted] WLPP expired in May of and he did not contact AWR until an issue occurred in September of As a result, his request to have AWR repair his water line leak remains deniedAs previously stated to the customer, we encourage Mr [redacted] to have his water line repaired and to send AWR the invoices along with proof of payment so that AWR may consider any future water line claimsMr [redacted] may send his itemized invoices and proof of payment to [redacted] attention by fax: ###-###-#### or email: [redacted] If we do not receive the necessary documentation by October 15, 2014, we will cancel the [redacted] enrollment in the WLPP pending receipt of the proof of repair; their Sewer Line Protection Program and In-Home Plumbing Emergency Program will remain activeAWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, correspondence regarding the complaint filed by [redacted] *** [redacted] called AWR on October 9, to report a water line leakAWR dispatched a contractor to investigate the problemOur contractor advised that the water line was polybutylene pipePursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water linesAs a result, [redacted] ***’s claim was denied[redacted] ***’s Water Line Protection Program has been cancelled in accordance with the Program Terms and ConditionsA full refund will be sent to himHis Sewer Line Protection Program will remain in effect unless [redacted] calls AWR to cancel itAWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 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 linesPlease be advised that the SLPP is not an insurance contractMs [redacted] contacted AWR on June 5, reporting a backupAWR dispatched a contractor to assess the issueWhen the contractor arrived later the same day, he found that Ms [redacted] had already hired her own contractor who cleared her sewer lineThe issue was resolved; as a result, no additional repairs were requiredAfter speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problemAWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer lineHe did not advise AWR that Ms [redacted] ’s sewer line required replacementMs [redacted] prefers to have her sewer line replacedTherefore, 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 lineAWR takes all consumer concerns seriously and we regret that this issue caused Ms [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated February 12, Ms [redacted] contacted AWR to enroll in the Water Line, Sewer Line, In-Home Plumbing Emergency Program offered by AWRWhen her address was entered, it was paired with the tenant’s name instead of her nameThe issue has been correctedMs [redacted] ’ name is correctly listed as the account holder and a new confirmation packet was sent to herThe issue with her name did not affect her enrollment in the Protection ProgramsWe apologize for any inconvenience this may have caused Ms [redacted] AWR strives to provide excellent customer service and we regret this issue caused Ms [redacted] to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concernsShould you have any questions, please do not hesitate to contact me

American Water Resources (AWR) appreciates the opportunity to respond to your June 14, 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 paymentsAt 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 $Ms [redacted] stated that the additional payment triggered a $overdraft feeAWR recognized the error and agreed to refund Ms [redacted] $plus the $overdraft feeMs [redacted] was unhappy with the time necessary to process the refundTo expedite the refund, on June 16, AWR sent a [redacted] gift card to Ms [redacted] in the amount of $via overnight deliveryWe confirmed the [redacted] package was delivered on Tuesday, June 17, AWR takes all consumer concerns seriously and we apologize that this issue caused Ms [redacted] to file a complaint with your officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

I am so glad I did not waste anymore of my moneyI have had AWR for years and after reading these reviewsno more money from me! Don't know why I have not read them before!

I apologize for our delayed response to the Revdex.com's inquiry dated April 8, 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] $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, 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 officeAWR 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 meThank you for your time and consideration Thanks,

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, correspondence regarding the complaint filed by [redacted] Roman" size="3"> On October 21, 2015, AWR received Ms [redacted] ’s request to cancel her program enrollment via mail She requested a refund for payments made after she sold her property in June It is the customer’s responsibility to cancel their account at the time they sell their home as AWR would otherwise have no knowledge of the transaction As a good faith gesture, AWR will mail a refund check to Ms [redacted] for program fees paid to AWR after the sale of her home AWR takes all consumer concerns seriously and we regret that this issue caused Ms [redacted] to file a complaint with your office We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation Please contact me with any questions Thank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your October 2, 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 blockageMr [redacted] stated that the contractor was able to remove the blockage; however, there was a break in the sewer lineThe customer then requested that AWR replace his sewer line because Home Serve does not replace sewer linesAWR’s representative informed the customer that the Sewer Line Protection Program (SLPP) does not cover leaks or breaks to sewer linesThe rep continued to explain that the SLPP is not a replacement program, rather it is a repair programMr [redacted] was dissatisfied with the information and requested to cancel his SLPPWhen 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 SLPPHe stated that he had his sewer line repaired and was requesting repaymentAs 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 lineAdditionally, AWR does not repay customers for out of pocket expenses from hiring a private contractorSince 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, 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 officeWe trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigationShould you have any questions, please do not hesitate to contact meThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your August 21, 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 reportedMs [redacted] contacted AWR to follon the contractor’s visit and requested to speak with a supervisorAn AWR supervisor returned Ms [redacted] call and she was pleased with the outcomeAWR takes all consumer concerns seriously and we regret that this issue caused Ms [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customer’s concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration