American Water Resources

Complaint: [redacted] I am rejecting this response because: Again, the business can provide no proof that they contacted me or that I received the communicationI had no way of knowing that I had lost coverage since it had been automatically renewed for many years prior Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated May 13, regarding the rejection filed by [redacted] *** Since Ms***' original complaint filed on April 30, 2014, AWR has conducted a full water line replacement for the customerPrior to the replacement, AWR obtained proposals from three different contractorsA number of criteria were evaluated when choosing the independent contractor who ultimately replaced Ms***' water lineone of them being costAs a result, the cost to Ms [redacted] Was reducedWe believe we were facilitating the claim in the best interest of the customerAWR 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 officeWe trust that the foregoing explanation is 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 May 3, correspondence regarding the complaint filed by [redacted] ***Mr [redacted] contacted AWR on May 2, to cancel his enrollment in the Water Line and Sewer Line Protection Programs and requested a refund for payments he made to AWR after he sold his property in December Mr [redacted] did not notify AWR that he sold his property until he called in MayTherefore his account remained active until he called to cancel his account Mr***’s programs have been cancelled and AWR will refund the customer for payments received between January and May AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your office We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation Please contact me with any questions Thank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your December 29, correspondence regarding the complaint filed by John [redacted] Mr [redacted] enrolled in the Sewer Line Unlimited Protection Program on November 23, Pursuant to the Program Terms and Conditions, customers have a day waiting period before they are eligible to file a claimWhen Mr [redacted] called AWR to report a sewer line problem on November 30, 2015, only days after his enrollment, he acknowledged that he understood that he was still within his day waiting periodDespite this, he wanted a contractor to investigate the problem to see if it related to a repair that was made in when he was enrolled in the Sewer Line Protection Program (which he canceled shortly after the repair was made)Unfortunately, at some point during this call, the AWR representative mistakenly told Mr [redacted] that he was eligible to file a claimThereafter, AWR realized the error, and informed Mr [redacted] that he was not eligible yet to file a claim.Notwithstanding, AWR sent a contractor to Mr***’s home to investigate whether the current sewer line issue related to the previous repairThe contractor advised AWR that the current problem is not related to the repair AWR will not repair Mr***’s sewer line because his Program was not effective when his sewer line issue occurredIn order to remain in the Program, Mr [redacted] must have his sewer line repaired and submit proof of repair and proof of paymentOnce we receive the required documentation, Mr [redacted] will be able to sa claim in the futureOtherwise, his Program will be cancelled in accordance with the terms and conditionsAWR 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 investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your July 3, 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 rainsAWR’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 floodingMr [redacted] was dissatisfied with the denial and elected to cancel his SLPPOn July 3, 2014, Mr [redacted] again called AWR and stated that he wanted his sewer line repairedEach time Mr [redacted] called AWR, he explained that his sewer line only backs up during times of heavy rainfallIf Mr [redacted] sewer line was clogged or blocked, he would continually experience back ups even during times of no rainfallGiven the description that Mr [redacted] provided to AWR, it was determined that his issue is not covered under the SLPPMr [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 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

AWR would like to take this opportunity to respond to [redacted] comments received on or about February 26, AWR had no prior knowledge that [redacted] water line was made of blue polybutylene pipeAWR does not conduct inspections prior to customers enrolling in any of the programs offered by AWRTherefore, AWR had no prior knowledge of the material used to construct [redacted] water line or the condition of the line at the time of enrollmentIf, prior to enrolling in the WLPP, MrCaporale advised AWR that his water line was made of blue polybutylene, we would have informed him that his water line was not eligible for protection under the WLPP Further, the terms and conditions for each program are available for preview online and via e-mail, fax or mail upon requestDuring [redacted] review of the programs, he had the opportunity to review the terms and conditions of AWR’s WLPP and compare the program with those offered by other service contract providersAWR makes all program information available through various channels so customers can make informed decisions on whether AWR’s protection programs best serve their needs We apologize for any inconvenience this caused [redacted] We regret this issue caused [redacted] to file a complaint with your office, and we trust the foregoing has satisfactorily addressed any concerns

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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: They are absolutely wrong statementsI Can't accept their wrong statementsThey are completely wrong and their independent contractor confirmed me about workThey marked all the points needs to be repaired, recently I heard lot of other AWR customers also complaining their serviceThis is 100% cheating insurance company Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your June 20, correspondence regarding the complaint filed by [redacted] Mr [redacted] is enrolled in the Water Line Protection Program (WLPP)He contacted AWR on February 23, to set up a claim for a leaking water lineAWR dispatched a contractor who arrived at Mr [redacted] ’s property on February 24, to investigate the leak and determine a course of actionIt was raining that day, so the contractor was unable to locate the leakThe contractor later engaged a leak detection company to pinpoint the leak, which prolonged the processOnce the contractor determined how the water line would be repaired, the contractor had to apply for the required permits and utility mark-outsHowever, obtaining utility mark-outs and permit approval from the township was further delayed due to township office closings and adverse weather conditionsThe water line leak was repaired on March 30, and upon inspection by the township, the inspector informed AWR’s contractor, for the first, time that additional attachments along the water line had to be replaced before he would approve the repairThe contractor had to order the parts because he was not aware of the need to install them while repairing the water line leakThe additional water line attachments are not covered under the WLPP and the need for them was not communicated to the contractor prior to the inspection In accordance with the Program Terms and Conditions, AWR will not repair or replace any connections and/or extensions to a customer’s water line such as pressure reducing valves and expansion tanksAdditionally, AWR will not pay for lost water costsAs a customer courtesy, AWR paid to replace Mr [redacted] ’s pressure reducing valve and expansion tank at the time of repairHowever, we are not willing to cover the cost of lost waterAWR 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 investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your December 30, correspondence regarding the rejection filed by [redacted] ***As we explained in our previous responses, AWR sent a contractor to Mr***’s home to investigate the issues he reported and the contractor advised that no repairs, covered under the Sewer Line Protection Program, were necessaryWe stand by our decision to close Mr***’s claim after receiving our contractor’s investigation summary Mr***’s request for further investigation remains deniedPlease contact me with any questionsThank you for your time and consideration

Complaint: [redacted] I am rejecting this response because: Your company, after my account was cancelled, went in to my account AGAIN on October 4, and took out another monthly payment of $6.50! You acknowledged in your first response that my account was cancelledYet you stole more money from meMy next step will be to go to the trouble and expense of closing my account to keep you out of it and to hire an attorney to keep you from taking out even more I do not understand how you can refund of the payments directly into my account almost a month ago, yet the balance still remains? And instead of refunding it, you take more out?? I understand you are a large company and I am one person with a very small claim, and your employees have been trained to promise results and deliver nothingThey do that very wellBut to take funds from my account when I do not owe you anything is a crimeThe dollar amount doesn't matterIt is still a crimeSo until the entire balance you have taken from me is returned, I am not closing this complaint Regards, [redacted] ***

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

American Water Resources (AWR) appreciates the opportunity to respond to your August 22, correspondence regarding the complaint filed by [redacted] As previously reported, AWR contacted Mr [redacted] and reviewed AWR’s position and its suggested resolution with the customer Mr [redacted] understood and accepted AWR’s offer to resolve the issue We are in the process of forwarding funds to Mr [redacted] in connection with the resolution of this matter AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your office We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns and useful to you in your investigation Please contact me with any questions Thank you for your time and consideration

RUN AWAY from this company! I have been (sadly) a customer for almost four years Absolutely the worst experience I have had a number of service needs at a rental property supposedly covered by AWR When a property is flooding...a one hour wait on hold is an eternity Then you will get the run around on what isn't covered If they DO finally get a representative to the property, there will invariably be sky high charges for things not covered (such as 'moving' an obstruction like a BBQ) To top it off, they only clear the line...they don't cover repairs No matter what happens IF you get them out for service, you end up paying more than if you had no insurance They don't have full staff on weekends or outside business hours (sewers will back up when they aren't available...Murphy's Law) Don't believe me? Call their toll free number and select "report a problem" just to see how long it takes for an answer [redacted] , or [redacted] Do you think your property manager will wait an hour on the phone...then be told "they aren't the account owner" so they won't send out a service person...your agent will quickly learn that this is not going to work out! Even if you take it upon yourself...the run around is unbelievable DON'T WASTE YOUR TIME OR YOUR MONEY!

American Water Resources of Texas (AWRT) appreciates the opportunity to respond to your June 4, correspondence regarding the complaint filed by [redacted] Mr [redacted] is enrolled in AWRT’s Sewer Line Protection Program (SLPP)On June 2, 2014, Mr [redacted] called AWRT and stated that he was experiencing a blockage in his sewer line and that he has a private contractor on his property to investigate the issueAWRT informed Mr [redacted] that in accordance with the SLPP’s Terms and Conditions, AWRT will not repay costs incurred from hiring a private contractor On June 4, Mr [redacted] called AWRT to report that he was experiencing issues in his sewer lineThe SLPP terms and conditions were reviewed with the customer, including the $service fee; the customer agreed to the terms and conditionsAWRT dispatched an independent contractor to the customer’s homeUpon investigation, the contractor found the sewer line was open and functional, and he determined that no additional repair was necessaryMr [redacted] was unhappy that he had to pay the service feeHe stated that he told the AWRT claims representative that his sewer line was clearedAWRT believes that there was a miscommunication between AWRT and Mr [redacted] , because if the AWRT claims representative understood that Mr [redacted] was not experiencing a sewer line backup, they would not have dispatched a contractor to the customer’s residence On June 6, 2014, Mr [redacted] called AWRT and stated that he was experiencing another blockage on his sewer lineAWRT dispatched a different independent contractor to the residence and waived the service feeUpon inspection, the contractor determined that repairs were necessary to fix Mr [redacted] ’s sewer lineThe work is scheduled to be completed on June 13, AWRT 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 correspondence dated June 27, regarding [redacted] ’s rejection of AWR’s prior response In Mr [redacted] ’s rejection, he states that his [redacted] (***) utility bill is not past dueAs a result, AWR has further investigated Mr [redacted] ’s payment historyIn October 2013, [redacted] implemented a new billing system which resulted in Mr [redacted] receiving two bills very close together for different billing cyclesOne of those bills was timely paid; the other was notAll of the payments Mr [redacted] has made to [redacted] since December, have been credited to his utility charges only; no payments have been applied to his service line protection programs with AWRAs a result, the outstanding balance for his service line protection programs is $The terms and conditions of the service line protection programs provide that if a customer uses the utility bill to pay his program charges, all payments are applied to utility charges firstTherefore, if an account has a balance, AWR does not receive payment In an attempt to resolve this issue, AWR contacted Mr [redacted] and offered to facilitate a call with a [redacted] representative so [redacted] could explain his billing/payment historyAs stated in AWR’s prior response, once the balance to AWR is paid, AWR will dispatch an independent contractor to investigate Mr [redacted] ’s sewer line issueIf Mr [redacted] already repaired his sewer line, he may submit his itemized invoices and proof of payment, and AWR will consider repayment 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 January 25, correspondence regarding the complaint filed by [redacted] AWR has received and reviewed documentation from Ms [redacted] explaining the charges she paid for repair on her drain line Ms [redacted] has accepted AWR’s offer to resolve the issue 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 December 2, 2015 correspondence regarding the complaint filed by [redacted] ***. Mr. [redacted] is a customer of AWR’s Sewer Service Line Protection Program. On November 30, 2015, Mr. [redacted] called to report a sewer backup... and a bad odor. The AWR claims representative dispatched a contractor to investigate the problem. The contractor found that Mr. ***’s sewer line was not showing any indication of a blockage. The contractor advised that repairs were not necessary, because Mr. ***’s sewer line was working properly. If Mr. [redacted] experiences a backup in the future, we encourage him to contact AWR. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your December 24, 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 showerAt 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 systemMs [redacted] also stated that she heard water dripping behind her wall every time her upstairs toilet was flushedMs [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 issueSubsequently, Ms***’s requests to have AWR investigate her water pressure-reducing valve and drain line leak remain deniedAWR 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 fully responsive to Ms***’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