American Water Resources

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

I have been a customer for about yrs lately I wanted to update way of paying for this insurance Have called at least times and everytime have been put on hold for long waits Seems they want your money but don't want to give you any customer service I'm done with them My time is important too

We have been working with American Water Resources in the past three months to solve a broken sewer lineAmerican water resources assigned a local plumbing company to open the clogged and found the sewer line is brokenSince then, the sewer line has been clogged almost every weekAt the beginning, the American Water Resources assigned the same plumbing company to unclog the sewer line, but recently, the American Water Resource refused to send the plumber to open sewer lineSince the sewer line is never repaired, the house is not in livable condition for overflowing all the timesWe has been talking with the American Water Resource almost every day for past two months, by now, the broken sewer line is not repairedMy claim number for the American water resource is [redacted] The broken sewer line is protected under American Water Protection planWe request it to be fixed ASAPWe would like to discuss this matter with the top manager of the American Water ResourceIf the company is not able to solve the basic sewer line broken issue, why they claim the business as the Water and Sewer line Protection Company?

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, correspondence regarding the complaint filed by [redacted] *** size="3"> Ms [redacted] contacted AWR to enroll in the Water Line and Sewer Line Protection Program on April 20, On April 23, 2016, Ms [redacted] informed AWR that her card was mistakenly charged $ After further investigation, AWR determined that a full refund of $will be issued to the customer We apologize for any inconvenience Ms [redacted] may have experienced 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

Complaint: [redacted] I am rejecting this response because:My sewer line was in fact blocked during the course of coverage from AWS and they refused to do anything about itI have indepent proof of this fact from multiple plummers and on video cameraIn the beginning it first backed up from rain, which I reported to AWS and they refused to rectify or even investigateA custmer service representative can not accurately diagnose what is wrong with a sewer line over the phoneIf a licsensed plummer had investigated the situation, he would have discovered that the line was in fact blocked with small tree roots that had grown in through the pipe connectionsAfter this refusal from AWS I suffered multiple additional backups both during rain and not during rainI called AWS on the occurence of each of these backups and they refused to rectify or investigate the problemIt is completely asinine to expect a customer to wait until a sewer line backs up when it is not raining to investigate and clear a blockageA line can be partially clogged and only back up during heavy rains or it can be completely blocked and back up all the timeEither way there is an obstruction in the line that needs to be dealt with immediately to avoid catostrophic damage to the homeI have receipts from licensed plummers (with A ratings from [redacted] ***) stating that the sewer line was blocked from tree rootsI have video proof from a plummer who put a camera down the sewer line showing the blockage from tree roots It took different attempts and multiple backups before the situation with my sewer line was fixed and verified on cameraNone of which AWS provided any help with whatesover, despite the fact that I had been paying for their coverage for over a year and they state in all of their marketing materials that they fix blockages in sewer lines from tree roots (which was exactly what I experienced)I suffered extenstive damage to my home from sewer backups and costs from visits from 3rd party plummers, all of which would have been prevented had AWS simply honored their service obligation to me the first time that I called themThis is the worst customer service experience I have ever had with a business in my lifetime Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your July 25, 2016 correspondence regarding the complaint filed by [redacted] ***. Mr. [redacted] submitted an enrollment form and a check to enroll in the Water... Line Protection Program offered by AWR. The enrollment form returned by Mr. [redacted] had the name Helen [redacted] preprinted on it. Therefore, the account was established using the preprinted name. We sent the customer a confirmation letter to verify the account details. The account was updated with Mr. ***’s name and contact information after he notified AWR that a correction was necessary. We apologize for not sending an updated confirmation letter to the customer. Mr. [redacted] requested to cancel his program enrollment and we sent him a full refund of his annual program fee in the amount of $65.88. 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 March 31, correspondence regarding the rejection filed by [redacted] Mr [redacted] contacted AWR and elected to enroll in the Water Line (WLPP) and Sewer Line Protection Program (SLPP) We were unable to attach the phone recording of the enrollment call from May 8, to the response A copy of the phone recording has been forwarded to the Revdex.com As we previously explained, we agreed to honor the introductory price offered in the advertisement sent to Mr [redacted] , and we sent him a refund check for the difference between the offer and the Program fee charged at enrollment Mr [redacted] is not enrolled in the In-Home Plumbing Emergency Program, and as a result, we cannot establish a claim for his current in-home plumbing issue 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 April 30, 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 residenceAn independent contractor dispatched to Ms***’ property advised AWR that Ms***’ water line is galvanized and a repair to the water line would not resolve the issueThere was a delay in obtaining proposals from the independent contractor concerning the replacement of the water lineConsequently, AWR received and approved a proposal and directed the contractor to make a full water line replacement, which was recently completedWe 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 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 December 15, correspondence regarding the rejection filed by [redacted] ***AWR dispatched a plumbing contractor to investigate Mr***’s problemThe contractor did not advise AWR that additional repairs were necessary under the Sewer Service Line Protection ProgramHe recommended to Mr [redacted] that he replace his existing P-trap with a double-vented trap, which is not covered under the ProgramIf the contractor thought that the odor described by Mr [redacted] was indicative of a problem, he would have pursued his investigation of the issue 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 investigationPlease contact me with any questionsThank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, correspondence regarding the complaint filed by [redacted] While reviewing Mr [redacted] ’s claim, AWR reviewed the phone recording of the enrollment call from May 8, The AWR representative informed Mr [redacted] of all the programs offered by AWR Mr [redacted] clearly stated that he wanted to enroll in the Water Line and Sewer Line Protection Program The representative confirmed the programs selected by Mr [redacted] along with the annual cost of $ The representative also reviewed the Terms and Conditions, and Mr [redacted] stated that he understood the representative’s explanation During the call, the representative also explained the benefits of AWR’s In-Home Plumbing Emergency Program and the additional cost of $monthly Mr [redacted] stated that he wanted to enroll solely in the Water Line and Sewer Line Protection Program and the representative completed the enrollment according to the customer’s direction Mr [redacted] is not enrolled in the In-Home Plumbing Emergency Program On May 15, 2015, AWR sent Mr [redacted] a confirmation of enrollment letter detailing the effective date, Program fee, and Terms and Conditions Mr [redacted] was advised to contact our customer service department if he had any questions about his enrollment or did not agree with the information provided in the confirmation letter Mr [redacted] did not contact AWR after receiving his confirmation packet As a customer courtesy, AWR will refund the difference between the annual program fee presented to Mr [redacted] via mail and the program fee confirmed by the customer service representative during the enrollment call Upon renewal, however, Mr [redacted] ’s annual program cost will be $for the Water Line and Sewer Line Protection Program 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 June 28, correspondence regarding the complaint filed by [redacted] is a customer of AWR’s In-Home Plumbing Emergency Program (IHPP)On July 18, the customer notified AWR that she was experiencing a leak on the drain line located directly under the center of her sinkThe AWR claims representative reviewed the terms and conditions with [redacted] confirming that drain line leaks are not coveredThe customer was dissatisfied with the explanation and stated she felt the leak could not be assessed over the phoneThe representative asked several more clarifying questions to determine that the leak was not covered under the IHPPIn accordance with the IHPP terms and conditions, AWR will repair clogs or blockages of the customer’s drainage system; leaks or breaks of the drainage system are not covered repairs.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your 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: Complaint: [redacted] I am rejecting this response because: As was the case with many [redacted] customers, the double-billing referred to by business was not well received and many, like myself, continued to pay our CURRENT bill in a timely mannerI take further issue with the explanation given here for the following reasons: - if such was true that my indebtedness to AWR was unpaid, why was I not advised of same by the payee? - when the incident occured, I was advised that it could not be addressed because the bill to the business, NOT AWR, was past dueThere seems to be some confusion as to whom the complaint is filed againstIf it should be filed against AWR, please advise Finally, as I explained to the individual from AWR who called me, I will not discuss the matter via any means other than through the proper complaint channels as provided by the Revdex.com mediator Thank you Regards, [redacted] Regards, [redacted]

On Tuesday, July 23 we received a notice from DEP stating that we had 3-days to fix our mainline that is leaking. That night, we called the water insurance company American Water Resource (AWR), (promoted by DEP on their website and on our water bills). American Water Resource sent Liberty plumbing to assess the leak that is in the street connected to our mainline. Then, we heard back from AWR and they stated that since it is an extension of our water mainline, they could not pay for it. AWR did not give us anything in writing indicating that the claim was denied. When we asked for something in writing, they said that they never send anything out in writing. Based on the denial, we looed at our contract from AWR and it states the following: 5. What Lines Are Protected?
"Your Water Line is the water service line from the
connection with the New York City Department of
Environmental Protection’s (“DEP”) system to the water
meter or main shut-off valve inside Your Home."
AWR told us that the "water tap" that connects our water line to the city water line is not included. Yet the above states that it is. Also, there is nothing in the contract that says that a specific "water tap" is or is not included". They are really playing with the words to benefit them. In the end, we had to come up with $4000 to get a licensed plumber and permits. AWR did not even help with anything at all. It was also really strange that AWR only uses specific plumbers to come out. Also, DEP promotes this company on their website and also on the water bills that all NYC homeowners receive. Very suspicious! Why would a public agency only endorse and promote one company? Why couldn't they give us a few options to choose from? Sounds like somebody is getting kick-back money.

At this time we are not satisfied. My home has a separate storm line connected to the city sewer. AWR claims the storm is not in contract. The only reference to storm sewers is in paragraph 7, (What's not covered), sewer lines connected to non-conforming storm drain lines. Our storm line is conforming to NYC codes as part of the system as the entire neighbor hood is and app. 44% of all homes in NYC. We feel AWR is responsible for repair /replacement of this line since the line is in conformance. Since the line is in conformance and the contract does not specifically show that storm lines are not covered we request AWG make repairs to our home as needed and continue to have this discussion with them.
Note: most homes have a common storm/waste line to the city sewer, some have two traps that tie into one line flowing to the city sewer. How does AWR handle these types of sewers? Buyer Beware!

Complaint: ***
I am rejecting this response because: AWR has failed to address the real issue at handAWR solicited and issued the Water Line Protection policy with full knowledge that the water line was made of the so called "defective" materialAWR even admits in their response that "*** ***’s water line was not eligible for the WLPP because he had a polybutylene water line." AWR, even with this knowledge, issued the policy on a water line that could NEVER be given the full protection of the policyBy issuing this policy it caused me to detrimentally rely on a policy that never offered me protectionAdditionally, knowledge of the defective material is outside the scope of what an ordinary customer would knowWhat makes the material "defective" according to AWR is the fact that it was recalled and/or part of a class action lawsuitAt no time did AWR or anyone else contact me to inform me of the recall or the class action lawsuitNor did they ever inform me that I could be at risk of not being covered due to thisHad I known that the material was considered to be "defective" I would have never bought the AWR policy and I would have sought a policy that did not place the same defective material restrictionSince it was my belief that I was fully covered it caused me to suffer damages in the amount of $3,These are damages that I would have otherwise not had to incur had I bought another policy with different company(Something I would have done had I been informed of the potential of not being covered.) While I appreciate the refund it does nothing to make me wholeI would ask that AWR take the time to sit down and negotiate a settlement so that legal action does not have to be takenIt is my desire to amicably resolve this issue, however, if I need to I will take full advantage of all legal avenues available to meI thank you for your time and consideration on this matter and if you have any further questions please do not hesitate to contact me.Thank you. Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your November 20, correspondence regarding the complaint filed by *** *** *** *** *** are customers of the Water Line Protection Program (WLPP) offered by AWRThey experienced a water line leak,
which was repaired by AWR’s contractor on October 29, During the repair one section of the public sidewalk was disturbedThe contractor will complete the sidewalk restoration on or about December 6, We apologize for any inconvenience the customer may have experienced as a result of the delay in restoring the sidewalk.AWR takes all consumer concerns seriously and we apologize that this issue caused *** *** 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 March 11, correspondence regarding the complaint filed by *** ***
New Roman" size="3"> Mr*** was enrolled in AWR’s Water Line Insurance Policy (WLIP). He contacted AWR on February 26, to report a water line leak. AWR dispatched a contractor who determined that Mr***’s water line was made of polybutylene, and repairs to polybutylene pipes are not covered under the policy. While Mr***’s issue is not covered under the WLIP, we have contacted him to resolve this matter AWR takes all consumer concerns seriously and we apologize that this issue caused Mr*** 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 March 29, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Mr*** is enrolled in AWR’s Water Line and Sewer Line Protection Program. He contacted AWR on March 24, to report a drain line clog. An AWR claims representative assessed Mr***’s concerns, and based on Mr***’s description, it was believed that the clog was an internal line issue. Internal drain line repairs are not covered under AWR’s Water Line and Sewer Line Protection Program. As a result Mr***’s claim was denied.
AWR is reviewing Mr***’s claim and we have advised him to submit an invoice and proof of repair for re-evaluation. We are waiting to receive the information from Mr*** AWR takes all consumer concerns seriously and we apologize that this issue caused Mr*** 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

You guys were great, had a plumber in my house in about hrsPlumber was very nice and good at his jobUnfortunately my main sewer line collapse but plumber was in my house at 8:00am changing my broken sewer lineit only took them about 7-hrsi was very pleased with the work and the speed

American Water Resources (AWR) appreciates the opportunity to respond to your August 2, correspondence regarding the complaint filed by *** ***
10pt;">The customer is enrolled in the Water Service Line Protection Program and the Sewer Service Line Protection Program. *** *** called AWR and explained water was backing up into her washing machine. Her claim was denied because the issue she described falls under a different protection program in which the customer is not enrolled.
We reviewed the claim and contacted the customer to gather additional information. We found that the customer hired a contractor to fix the problem. We offered to review the contractor’s invoice to determine if any of the work performed would have been a repair covered by the Sewer Service Line Protection Program The customer may submit the contractor’s invoice and proof of payment for review to *** *** via fax to *** or e-mail to ***
AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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