American Water Resources

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,

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: I,[redacted],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 ###-###-#### 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 [redacted] 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 [redacted] MY ACCT. # IS [redacted]. I FAXED THEM DOCUMENTATION OF THE BILL FROM [redacted]& 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 ###-###-####. 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]. Ms. [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 Ms. [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 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: Purchased a monthly sewer line insurance policy through American Water Resources. Web site specifies that policy will repair or replace blocked sewer lines caused by root growth or soil shifting/settling over time. I filed a claim and the insurance provider stated that the policy will not cover my type of blockage which is caused by a "belly" in the sewer line. It does not state once in the terms and conditions of the policy, that "bellies" are not covered. My opinion is that the soil shifting over time has caused the "belly" to occur. The website is extremely misleading and I think the policy does not cover what it promised to.Desired Settlement: I would like the insurance company to cover the cost of the repair/replacement of the sewer as the web site states.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 27, 2015 correspondence regarding the complaint filed by [redacted]. AWR confirmed that Mr. [redacted] sewer line was bellied. Repairing a belly on a sewer line is not a covered repair. Therefore, Mr. [redacted] claim was denied. Nevertheless, AWR re-evaluated Mr. [redacted] claim file and we have decided to reverse our original decision to deny his sewer line claim. AWR advised the customer that we will dispatch a contractor to repair his sewer line issue. Mr. [redacted] was very pleased with the resolution.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is 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], and find that this resolution is satisfactory to me.

American Water Resources has informed me that they will be repairing my sewer line. Arrangements have been made at the behest of one of the affiliated plumbing contractors to commence repair on Tuesday, April 14-15, 2015. I am very satisfied with this resolution. Thank you Revdex.com for your consumer advocacy and thank you American Water Resources for doing the right thing in the end.

Regards,

Phenomenal service! Finally, a company that truly gets things done. We contacted AWR when the main water supply feeding our home bursted. This could have been a major infrastructure project, requiring breaking pavement and overcoming red tape from the city. We contacted AWR on Tues, a complete team arrived Wed, and by Fri, the pipes were replaced, our front yard (where the main supply was) had been paved again. Incredible work, in very short time.

Review: I thought this was a year to year sign up because they kept sending me sign up cards every year after that I did not sign up for. Now my checking account is in arrears because I didn't notice that was happening until lately as I pay my water bill on line.Desired Settlement: I would like a reimbursement of $5.00 a month after the year 2012 the first and last year I signed up for this service.which adds up to $135.00. Also I would like them to talk to their employee, [redacted] who hung up on me. Thank you

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your March 26, 2015 correspondence regarding the complaint filed by [redacted].Ms. [redacted] stated that she enrolled in AWR’s Water Line Protection Program (WLPP) for the year of 2012 only, and that AWR continued to charge her beyond 2012. AWR retrieved Ms. [redacted] signed enrollment form which indicates that Ms. [redacted] elected to have AWR debit all subsequent monthly charges from the account she provided until she notified AWR of a change or cancellation. Additionally, Ms. [redacted] mentioned that because she received mailers from AWR, she assumed that her WLPP coverage was expired. Please be advised that the mailers the customer received were regarding additional protection programs that AWR offers to its customers. Ms. [redacted] cancellation in the WLPP was processed and effective on the date of her request, March 20, 2015. Furthermore, Ms. [redacted] mentioned that she had an unpleasant experience with AWR’s representative. As a result, this issue has been forwarded to the quality assurance team who will further address this matter. Since Ms. [redacted] voluntarily enrolled in the WLPP and elected to have AWR debit a monthly charge from the account she provided, which is verified by her signed enrollment form, no program fees will be refunded to the customer. AWR takes all consumer concerns seriously and we apologize that this issue caused Ms. [redacted] to file a complaint with your office. We trust that the foregoing explanation and corrections are responsive to the Ms. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Consumer

Response:

Review: 10548814

I am rejecting this response because: they are unclear about the coverage. I would not have given them my accnumber from my bank. I want proof by mail of that. I want them to send it personally by me in the mail along with proof that says it is until I call and cancel.

Regards,

Janet Espey

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is a complete misrepresentation and not even associated with the [redacted] here in [redacted] Mo. I called and asked. If I sent a check for $5.00, I. Want a copy of that check as my Bank does not send me a copy of the checks but you should have a copy of it on file. I have not received any mail regarding this issue but I will keep pursuing it until I get ALL the proof I need to resolve the issue.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 23, 2015 correspondence regarding the rejection filed by [redacted].Pursuant to Ms. [redacted] request, a copy of the signed check that she sent to AWR to enroll in the Water Line Protection Program (WLPP) was mailed to the customer on May 1, 2015. Additionally, a copy of Ms. [redacted] signed enrollment form authorizing AWR to debit all WLPP monthly charges from the account she provided was sent to the customer on April 16, 2015.We trust that the foregoing explanation is responsive to the 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: January 2013, I received solicitations in the mail regarding water and sewer line protection from American Water Resources. It stated that "a neighbor on 3rd st recently had their sewer pipe repaired" and talked about if the pipe clogs you could easily spend thousands of dollars to fix it, as typically homeowners' insurance does not cover these repairs. I called American Water Resource and was told that a sewer line repair or replacement could cost thousands and that for $192.60 per year I could get unlimited (in terms of dollar) for my water line and sewer line. So I decided to do that considering my home was older and I have a family and wanted to protect us if something had happen. The policy went into effect 02/17/2013 through 02/16/2014 and then in February 2014 they renewed my policy by charging my credit card. So on March 1, 2014 we had a very strong sewer smell in the house and called American Water Resources at around 6:30 am to have their contractor come out and look (we got an answering service that took a message and said someone from the claims department would contact us once they heard from the contractor). We called 10am 12pm 1pm 2pm and several other time and by 6pm we had not heard anything so we contacted Rotor Rooter to come out and look at it to see what was wrong. They did a camera inspection and found that the line had cracks and breaks and other things wrong with it and that we would need a whole line replacement.($8,298.05) Finally got a hold of someone in the claims department around 7 or 8pm and I told them what was going on and they would not send anyone out and told me it was not covered. I thought that is what I had coverage for. They informed me that it was only for clogs or back-ups. I do not know where they get that a clog or backup can cause thousands in repairs. I spent $8,300 for something that I had insurance for and should have been covered. I think that they are miss informing their customers and something needs to be done.Desired Settlement: I would like for them to pay me $8,289.05 for which I had to pay because they would not send someone out and cover me for coverage I had. I also would like to see them have to inform all current costumers and new costumers what they actually cover which is not much (clog or backup) and that that would not cost thousands to fix. The way they sell and advertize their service needs to be looked into and people need to be made aware of everything that they do not cover, which is everything.

I also would like to mention the letter dated 3/13/2014 regarding my cancellation of this program. It states " You are welcome to re-enroll at a later time. Our Programs offer you peace of mind knowing you are covered in the event of costly repairs to your Water Line, Sewer Line or In Home Plumbing. We hope you consider re-enrolling in our programs." I thought I had peace of mind but it turns out that it was a scam. I have this document and can show or provide it to anyone that needs it.

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, John Pullen was a customer of AWR’s Sewer Line Protection Program ("SLPP"). On or about March 1, 2014, [redacted] called AWR to advise that he was experiencing a sewer smell in the basement of his home. At this time, the customer stated to AWR’s representative that he was not experiencing a back up in his home and therefore, the representative explained to [redacted] that a contractor could not be dispatched to his home unless he was experiencing a back up. In accordance with the Terms and Conditions of the SLPP, the customer must be experiencing a back up at the time of the initial call in order for AWR to send out one of its network contractors to the customer’s home.Subsequently, [redacted] hired his own contractor to assess the matter and the contractor determined that the sewer line contained multiple cracks, dips and breaks, which required a replacement of the entire line. AWR’s representative advised [redacted] that the issues cited by his contractor were not covered under the WLPP. Ultimately, [redacted] had the sewer line replaced and the customer is demanding that AWR reimburse him the monies he paid to have the sewer line replaced. At this time, [redacted] is cancelled out of the SLPP (upon his request) and AWR will not consider any reimbursement to the customer. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Review: I believe in late 2012 I received information from them about some kind of sewer coverage for $5.99 a month. I signed up and apparently I gave thrm my bank information to make payments every month. However I received a letter stating my house was not covered. Until recently when I started doing my banking account on line I discovered that they continue to take $5.99 out of my checking account, so this had been going on for at least a year. When all this started I was recovering from major surgery and I was not at home, so I dont have the first letter. But I have received letters saying my house isnt covered. That's fine, however why are they taking this money out of my account, as recently as mr february statement. I have tried calling and was told someone would call be back, but of course that didnt happen. I feel I am entitled my money back as they are taking this money every month for some policy that I dont qualify fir. I gad to retire on a disability claim so I certainly dont have the extra money to give this water place my money. Also I have no way of knowing how to stop these payments because I get no where with this company. I cant leave a message as all the mailboxes are full and the time I did get someone he said he would have someone call me back which never happened. Can you please help me get my money back and stop them from taking payments for nothing. Thank you for assistanceDesired Settlement: I would like to receive the monies they have taken from me all this time for something I difnt qualify for. Plus I need them to STOP taking the money out of my account. I know $5.99 doesnt sound like much, but over a years time it adds up. Living on ** I need the money more than American water resources does. Thank you

Business

Response:

American Water Resources Insurance Services ([redacted] appreciates the opportunity to respond to your inquiry dated March 7, 2014.

Ms. [redacted] holds the Water Line Insurance Policy (WLIP) offered by [redacted]. She has been effective since December 19, 2012 and pays her monthly policy premiums via direct debit from her checking account. As an active policy holder, Ms. [redacted] has been sent [redacted] promotional material highlighting additional policies available through [redacted] One of the policies offered is the Sewer Line Insurance Policy (SLIP). Ms. [redacted] is covered under the WLIP but she is not covered under the SLIP nor is she paying for this policy.

If Ms. [redacted] wants to cancel her WLIP, she can call [redacted] to speak to a licensed agent or she can send a written request to [redacted] Attention: Administrator.

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

Review: I own a home and purchased the Unlimited Water & Sewer Line Protection from AWR after many months of mail and phone solicitation by AWR. AWR stated that it had been offering the coverage to my neighborhood due to the age and condition of the water lines used in our development, and they even suggested the Unlimited protection to ensure coverage for unlimited repairs beyond $5,000. On 10/29/2014, I called AWR to report a water line leak, and someone was dispatched to turn the water off. He confirmed it was the water line and the break seemed "major" and the water could not remain on without major damage to the home. I then made a claim with AWR and they assured me that a contractor would be dispatched within 24 hrs. A [redacted] contractor did call my home to say that he was available that evening to assess the damage and commence work, but before he actually came to my home he asked my husband what kind of pipes we have bc he cautioned that AWR had been denying similar claims by my neighbors based on the pipes that were used when our homes were built. Just before the contractor was expected to arrive, both he and AWR called to advise that AWR would not authorize him to service our home as he was unable to provide certain paperwork that evening. The contractor was apologetic and said he could not provide the paperwork bc it was after office hours and his office employee was gone for the day. So another contractor (from [redacted]) was assigned and we are awaiting an initial visit - more than 24 hrs after the 1st call. When I asked AWR about the contractor's statement, the rep asked if my pipes were "blue" - I said I had no idea and she said, "well, let's hope they are not blue bc that would be the only exclusion." Why was this not shared when I signed up for the coverage? Looks like my 'coverage' will be useless and AWR has engaged in deceptive practices designed to fraudulently induce people to sign up for this 'coverage', knowing they will deny the claims. Beware of exclusions!Desired Settlement: I would like AWRUSA to fix my water line at its expense in accordance with the terms, and my understanding, of the Unlimited Water & Sewer Line Protection that I purchased based on AWRUSA's express representations.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2014 correspondence regarding the complaint filed by [redacted] Ms. [redacted] notified AWR on October 29, 2014 that she was experiencing a water line leak. AWR dispatched a contractor to investigate the issue. Upon investigation, the contractor detected that the customer’s water line appeared to be made of [redacted] but he could not confirm the pipe material until excavating the area to expose the water line. The customer was informed that pursuant to the Terms and Conditions of the Water Line Protection Program (WLPP), AWR does not repair service lines that have been the subject of a recall or class action litigation, such as [redacted]Prior to the scheduled repair on November 5, 2014, Mr. [redacted] contacted AWR to inquire about replacing the water line instead of making a repair. AWR’s specialist informed the customer that AWR approved a repair but he could speak with the contractor about replacing the entire water line at his own expense. AWR’s contractor excavated, exposed the water line and confirmed that the water line was made of [redacted] As a courtesy, AWR paid the costs to repair the water line. The customer chose to have the remainder of the line replaced and paid the contractor directly. Ms. [redacted]’s water line issue has been resolved and this claim is considered closed.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.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your [redacted] 2014 correspondence regarding the rejection filed by [redacted] In Ms. [redacted]’s complaint, she stated that prior to enrolling in the Water Line Protection Program (WLPP), AWR should have advised her of the possibility that she may have a water line made of a material that is not covered under the Program, such as [redacted] AWR, as a service contract provider, is under no obligation to pre-inspect the service lines for which its programs cover. Further, the WLPP’s terms and conditions, which Ms. [redacted] received when she enrolled in the program, state that AWR does not repair anything caused by a defective material or materials subject to a recall or class action litigation. Typically, when a customer has a water line made of a defective material, such as [redacted] the customer may have the water line replaced at his or her expense or AWR will cancel the customer from the Program. In Ms. [redacted]’s case, AWR authorized the independent contractor it dispatched to the property to repair a portion of the water line as a courtesy since the contractor initially needed to excavate the yard to confirm the water line’s material. AWR repaired the leaking portion of the water line. It was at the customer’s discretion to replace the remaining portion of the water line at her expense. 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: On 04/06/14 called and made a claim for my waterline (Claim#[redacted]) they sent out a plumber 3 days later that stated it was ground water so I waited about 5 days and still spewing out water from the pipe. I called them and asked them to send another plumber for a 2nd opinion which on Tues 4/15/14 [redacted] said yes it is the main waterline that needs replaced. Not once have I received a call from American Water with an update. Now it has been 24 days with my basement constantly being flooded ad having to go down and suck up the floor and now my tiles are coming up and wil have to be replaced. I call everyother day and speak to numerous reps that keep saying that they need to go over the contract and approve what the plumber wrote. American Water has not called me in 24 days but yet have enough [redacted] to send me a bill for the contract' s renewal period. Still no satisfaction or call from American Water Resources.Desired Settlement: I want my waterline replaced ASAP and some form of contact from American Water Resources keeping me informed of their progress with my claim.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your April 30, 2014 inquiry regarding the complaint filed by [redacted].

On April 6, 2014, Ms. [redacted] called AWR and stated that she was experiencing a leak on the main water service line of her residence. An independent contractor dispatched to Ms. [redacted]’ property advised AWR that Ms. [redacted]’ water line is galvanized and a repair to the water line would not resolve the issue. There was a delay in obtaining proposals from the independent contractor concerning the replacement of the water line. Consequently, AWR received and approved a proposal and directed the contractor to make a full water line replacement, which was recently completed. We are sorry for any inconvenience Ms. [redacted] may have experienced involving the delay in replacing her water line.

AWR takes all consumer concerns seriously and we regret 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: There response makes it seem that they were waiting on the plumber but in fact did not accept what the 2nd plumber ([redacted]) contracted price but found a 3rd plummer ([redacted]) which was very unprofessional and the job extended out to 3 days. [redacted] did not come out and look at the job before hand and didn't even realize I had a 4 foot concrete brick wall or they could have brought the correct sized back hoe to fit into the yard instead of over the wall. [redacted] brought in a back hoe and pulled up fron the front road and the last day hit my wall with the back hoe causing several of my bricks to break. The owner of [redacted] said that they would pay to have those replaced but I a waiting for an estimated from a concrete guy to give them. We will see with that. I feel that they did that damage on purpose because I was complaining that it was taken to long to replace the water main. I do feel that American Water was "shopping" for the best price to satisfy them and not the consumer. But with [redacted] you got what you paid for unprofessionalism.

Regards,

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated May 13, 2014 regarding the rejection filed by [redacted].

Since Ms. [redacted]' original complaint filed on April 30, 2014, AWR has conducted a full water line replacement for the customer. Prior to the replacement, AWR obtained proposals from three different contractors. A number of criteria were evaluated when choosing the independent contractor who ultimately replaced Ms. [redacted]' water line. one of them being cost. As a result, the cost to Ms. [redacted] Was reduced. We believe we were facilitating the claim in the best interest of the customer. AWR apologizes for any inconvenience Ms. [redacted] experienced.

AWR takes all consumer concerns seriously and we regret this issue caused Ms. [redacted] to file a rejection response with your office. We trust that the foregoing explanation is 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've made multiple calls about enrollment in a water line protection service.

After obtaining all of my information, including credit card and billing info, the enrollment packet was sent with the wrong name. After calling back, the company assured me that a welcome packet with the corrected name would be sent right out.

It never arrived, and after calling to speak with someone again, I had the displeasure of dealing with a man named '[redacted]' or '[redacted]' id number [redacted]. Rather than assure me that the corrected packet had been sent already, he proceeded to start over getting my information. This is really frustrating, what an awful customer service experience.

Also, My credit card has been charged without enrollment into the program/system. What a shady fly by night business!

The worst!!!Desired Settlement: I'd love to have the packet arrive with my name, and have the service that I've been charged for actually begin.

Business

Response:

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

Ms. [redacted] contacted AWR to enroll in the Water Line, Sewer Line, In-Home Plumbing Emergency Program offered by AWR. When her address was entered, it was paired with the tenant’s name instead of her name. The issue has been corrected. Ms. [redacted]’ name is correctly listed as the account holder and a new confirmation packet was sent to her. The issue with her name did not affect her enrollment in the Protection Programs. We 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 concerns. Should you have any questions, please do not hesitate to contact me.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have the plumbing contract with them. I called because I had a plumbing emergency with a clogged toilet bowl, with water going all over the floor from the clog. I called the service center for assistance to get a plumber to my house, as I pay for this service with the contract. I called at approximately 10:45 am on Friday January 2, 2015. The call was answered by Pedro (id given was [redacted]). I was told that the system was down and he could not help me. He said he would call me back when the system was up. I told him this was unacceptable, due to the fact water was going all over the place and waiting will only cause more damage to my house. I then asked to speak to a supervisor. I was put on hold for a while and then Pedro came back on and said there was no supervisor available, he said he would have one call me back, as of now when I am typing this 3 + HOURS later still no call. I had no choice but to call a plumber on my own, because of no contact from American water resources. Why am I paying for this contract if I can't get help when I need it? Now, I have another plumber coming to fix a problem that should of been taken care of by AWR. I HAVE NO IDEA WHAT THIS IS GOING TO COST ME WHEN THEY ARE DONE. Is this contract some type of scam? I will also be contacting the state attorney generals office, and any other agency that would regulate such items. Thank you.Desired Settlement: Some contact back from this "company". Also something done for all the expenses I am now accumulating. Also some type of apology. This is a very stressful situation, I have this insurance to know that if I need help they would be there. This is so very disappointing service from a company.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by [redacted] notified AWR that he was experiencing a clogged toilet. At that time, AWR’s system was inaccessible and therefore, AWR was unable to assist [redacted]. Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockage. Nevertheless, [redacted] may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair. [redacted] may submit these items to JoBeth T[redacted] attention by email: [redacted] or fax: [redacted]. Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPP. We apologize for any inconvenience this may have caused [redacted].AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to [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.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by [redacted] notified AWR that he was experiencing a clogged toilet. At that time, AWR’s system was inaccessible and therefore, AWR was unable to assist [redacted]. Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockage. Nevertheless, [redacted] may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair. [redacted] may submit these items to JoBeth T[redacted] attention by email: [redacted] or fax: [redacted]. Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPP. We apologize for any inconvenience this may have caused [redacted].AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to [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: Re: American Water Resources.

How may I cancel an automatic $5 per month bank payment (to what seems to be a scam) without affecting my high Credit Rating Scores?

About a year ago I contracted with American Water Resources for what I thought was an outstanding bargain - for only $5 per month they would repair any breaks in my water supply line. Now I find there is no known way to reach them; [redacted] Telephone, Internet, whatever. There seems to be a way through their internet site but any attempt to enter data is ignored.

My monthly payment via [redacted] Bank Statement is listed as Amer Wtr Resourc [redacted]

At age 93 and 100% disability from asbestos, the ** insisted last February that I move into an apartment near a family member. So, I proceeded to sell the house at [redacted] (closing and escrow Sept 24 2013). Now that I am no longer involved with the house it is time to cancel all bills etc. The only way I seem to be able to notify this apparent scam is to have the bank stop payments.

How could I have received the promised action if I could not have contacted them if needed?

Do you have any suggestions?

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 17, 2013, regarding the complaint filed by Mr. [redacted]

By way of background, Mr. [redacted] stated that he sold his house and wanted to cancel his Water Line Protection Program (WLPP) but could not find the paperwork to do so. In accordance with Mr. [redacted]’s request, AWR has cancelled his WLPP as of October 17, 2013.

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.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated October 17, 2013, regarding the complaint filed by Mr. [redacted]

By way of background, Mr. [redacted] stated that he sold his house and wanted to cancel his Water Line Protection Program (WLPP) but could not find the paperwork to do so. In accordance with Mr. [redacted]’s request, AWR has cancelled his WLPP as of October 17, 2013.

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.

For years, we've had AmWater's line protection plan that covered the sewer pipe between the house and the city sewer. A few years ago we had a clog in that line, we called & they sent their plumber. It was a huge job, took him about 6 hours, he had to dig up our yard a bit. But he fixed it. We were thrilled that our total cost was $50.

I was so pleased that recently I upgraded to their "Line Protection Plus Plan" which means, for an additional $8 a month, they also cover interior water lines and fixtures like sinks. A couple weeks ago I had a leaking sink and their plumber came out to assess. Am Water called a couple days later, and said they were denying this claim because the condition began before my coverage effective date which was a couple months earlier. I said the leak just started, how can you prove it was leaking before I added the "Line Protection Plus Plan"? They said they can tell by the advanced corrosion, that proves it had to have been a pre-existing leak. So I had to hire my own plumber and pay for the repair. I asked my own plumber's opinion, and he said what Am Water is saying might be true, but it's impossible to prove it either way whether the leak was pre-existing.

My feeling now is that unless you have a fairly new house, and your plumbing is either all PVC or copper, don't waste your money on this protection. If you have old galvanized pipes, as any house built before about 1960 does,,Amwater will probably say your problem is a pre-existing condition because your pipes are old, so they don't have to fix it.

I don't know why the plumber they sent years ago to fix the clog in our backyard helped us - he could have taken a good look and said "those pipes are very old, we don't cover that.". So maybe we just got lucky. At this point I've had one great and one terrible experience with this company.

I have paid American Water Resources for sewer line protection for last 5 years.at a annual cost of $108.00. Last year Aug.2014 A under ground line in my home which runs to a utility company sewer line became backed up. I thought it was a clog and spent many days trying chemicals and snakes. After 10 days with no positive result I called the professional plumber Blind&Sons. It took them 2 days with the use of a camera inserted into the line to determine that there was a significant collapse underneath my basement floor in the sewer line that leads from my property to the utility company line.Anxious to get problem fixed which affected my kitchen sink which flows directly into the line.I approved the plumber to begin work. This involved digging up 10 feet of basement floor and clearing and replacing 10 feet of collapse line. It took 2 men working for 3 days to finish work which included repair to cement floor.I notified Amer.Water Resources and sent copy of itemized bill with details of work that was done and why.I had a sewer line problem and was enrolled in their protection program.My claim was Denied.Reason given was that I failed to notify them and get their approval before having repairs made. I told them it was a emergency.explained that line had been backed up for two weeks prior to repair. that I mistakenly thought it was a clog and spent many days trying to fix it myself while situation was just getting worse.American Water Resources was unmoved.my request was Denied.This month Aug.2015 they send me a enrollment form for this year.What a insult! Stay away from this company.American Water Resources will gladly take your money then neglect to pay out if it is at all possible.Years of enrolling in their program got me screwed while they got paid. Do yourself a big favor and do not be fooled into thinking this is a worthwhile investment.It is not. Stay away from AMERICAN WATER RESOURCES...
I have had to absorb entire cost of the sewer line repair. Over Six Thousand Dollars. WHILE BEING ENROLLED IN THEIR SEWER LINE PROTECTION PROGRAM....
STAY AWAY FROM AMERICAN WATER RESOURCES......

Review: Residential water service for [redacted] NJ 07753

American Water Resources

•As of this date no resolution on a water emergency

•Denial of Claim

•Unjustified charges of Fees

•Dismal Customer Service

Contacted American Water Resources to have a technician verify the water leakage problem and initiate the repairs. American Water Resources activated a claim #[redacted] and said they will contact the water company to verify the leak immediately.

August 13, 2015 at 7:15pm [redacted] company was contacted by American Water Resources and initiated Service Order #[redacted]. American Water Resources (AWR) called and informed me that in order for this claim to continue, I would have to pay for my water protection coverage in advance and I would be covered until August 13, 2016. Even though this sounded unreasonable, due to the stress of the thought that continuous running water was occurring in my walls, under my floor or somewhere in and or around the house, I paid the $160.50 with my [redacted] and was told a technician would be out the next day between 3 and 6 pm.

[redacted]” called to confirm that they will be the representing company for “AWR” the next day on August 14, 2015 between 9am and 12 noon. August 14, 2015, approx. around 1:30pm “[redacted]” called and asked to reschedule the repairs to August 15, 2015 between 9am and 12 noon.

August 15, 2015, “[redacted]” never showed. Approximately around 3:00pm I called AWR and was informed that they had cancelled my repairs.

August 17, 2015, AWR claims representative#[redacted] ([redacted]) did contact me to verify all prior information and establish a new claim number #[redacted]. She informed me that another contractor would be at my home within 3 hours.

The contractor showd, confirmed the damage, put on a temporary fix. They said they would return week of August 24, 2015.

August 28, 2015 AWR had cancelled the claim again.Desired Settlement: The repairs are of an emergency situation and have only been escalating, it is for certain that the temporary bypass will fail in the very near future.

It is recommended

I immediately request that the temporary fixes are updated to permanent repairs.

I immediately request that I be reimbursed for the overcharges I have occurred and continue to incur while trying to resolve this matter.

I immediately request to be reasonably compensated for the distress caused by the dysfunction of this public utility agency and its partners.

Business

Response:

American Water Resources (AWR) appreciates the opportunity to respond to your September 4, 2015 correspondence regarding the complaint filed by [redacted] contacted AWR to report a water line leak. At the time of Mr. [redacted]’ call, his account was canceled due to delinquency. His claim was denied. However, as a courtesy, AWR reevaluated Mr. [redacted]’ claim. Upon further review, AWR agreed to make repairs to the water line leak. Mr. [redacted] was informed of AWR’s decision and repairs are scheduled to be completed on or about September 15, 2015. Mr. [redacted] was pleased with the decision. 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.