American Water Resources

I didn't not receive full coverage information upon signing up with my local water company, at most a brochure with info such with claims such as: "wear and tear, aging pieces, invasive tree roots and temperature variations can cause a water line leak or breakIt pays to be protected..." When I had a sewage back up, I initially called my own providerWho told me they can clear the pipes, but the real problem was tree roots in my line- those would need to be removedI mentioned I had sewage line coverage with American Water Resources he said they are provider for AWS and I should call themIt took three days to get in contact with anyone and I was told they couldn't cover the tree root damage because I didn't call them firstAfter that call, things backed up again, I got the work done myself and then found my brochure stating the aboveI called back to clarify things and felt like at every turn I was told why they wouldn't be able to cover after long waits on the phone (including as a women you can get taking advantage of)In the end I received no help from AWS, spent long waits on the phone and over $3,none of which will be reimbursedEven canceling my service was a fiasco, it took one transfer and a min wait A waste of my time, and money

I have called many times and no one answers the phone or when I do talk to someone they can never answer a question and refer me to the same telephone number I was on hold withI am going to go with another company as soon as my contract ends

The company advertises that they fix and repairs pipes I had a main line water break I was told that they were replacing the main line because it was unrepairable and made of material that was not fixable The crew was not up to the job, they gave me a line about fixing what was there and times it continued to leak, they finally cinched it enough pulling and cutting the pipe shorter each time and left so fast after that fix job I had to pay to repair it myself No help or insight into what I should do I was left tethered to my neighbors house via garden hose for weeks waiting for them to resolve the issue They refused to help and just backed away

I have been a customer of American Water Resources for over years nowThey are the worst company to try to speak to a supervisor or have a supervisor call you backThey also will not listen to any complaints a customer has on one of their contractorsThey dispatched a plumbing company to my house and this company damaged my sinkNow neither one of them will help me get it fixed let alone call me backAmerican Water Resources turn around time on a call back is hoursIts now more than that and when I tried calling them back I got transferred times just to be told they will put in another email to have a supervisor call me backThey are the ones that told me that if I don't hear from this plumber within days call them back and they will look into it againHow can they help you if they are not willing to call you back or help you get the problem resolvedThey want your money and once they get that then they wash their hands of youThis is not the first time I have had problems with this company but you cant find another business out there that offers what they cover for the same priceSo now I am on my 3rd transfer to get someone to try to help meAgain I am being told they have to email a supervisor from the escalating team to see if she can get one of them to take my callI just got told they will call me backI wont hold my breatheI am so frustrated of being transferred and not getting someone to help take care of this problem and stick up for the customer rather than take my money and act like they careI can tell you when my contract is up this time I will not be renewing itSTAY AWAY FROM THIS COMPANYTHEY MAY CHEAPER THAN OTHER COMPANIES BUT THEY ARE NOT WORTH THE HEADACHES

Sent annual renewal payment for "Water Line Protection Program" in August Received "Final Notice" in October Called (waited minutes) and was told there was a "computer outage" in June and payments had not be posted (June?!?) Service was in placeReceived a "Program Confirmation" that we were enrolled in "In-Home Plumbing Emergency Program" and NOT the Water Line Protection in November Waited minutes and was told there was an error in posting the check It will be fixedNote: If you look at the exclusions for the "In-Home Plumbing Emergency Program" - I'm not sure if ANYTHING is included Buyer beware - there's a BIG difference between the programs Wondering if this is a legitimate business at all

American Water Resources (AWR) appreciates the opportunity to respond to your January 19, correspondence regarding the complaint filed by *** ***, the Power of Attorney for AWR’s customer, *** ***According to the complaint, Ms*** stated that she sent written requests to
cancel Ms*** from AWR’s Sewer Line Protection Program (SLPP) beginning in October However, AWR did not receive the written requests and the customer’s credit card was charged to renew her SLPP in October In accordance with Ms*** request, Ms*** has been cancelled from the SLPP and she will receive a refund check in the mail in the amount of $108.00.AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Ms*** 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: ***
I am rejecting this response because:
HelloPer our discussion, I would like to re-open the above caseWhen I accepted the resolution, I thought they were agreeing to refund the full amount in dispute, $Instead, I was issued a check in the amount of $Per my previous correspondence, I verbally canceled the coverage in May, I closed on the house in June but they continued to bill my credit card through October, months after service was cancelled.
I would appreciate a full refund of $Thank you
Regards,
*** ***

Complaint: ***
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 (*** ***) contracted price but found a 3rd plummer (*** ***) which was very unprofessional and the job extended out to days. *** *** did not come out and look at the job before hand and didn't even realize I had a foot concrete brick wall or they could have brought the correct sized back hoe to fit into the yard instead of over the wall. ** *** 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 ** *** 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 ** *** you got what you paid for unprofessionalism.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 26, regarding the complaint filed by *** ***
By way of background, Mr*** was a customer of AWR’s Sewer Line Protection Program ("SLPP")On or about March 13, 2014,
Mr*** called AWR to report that his main level toilet was cloggedAWR dispatched one of its network contractors to the customer’s home to investigate the issueAWR’s contractor believed that at the time he could not remove the blockage, therefore, the customer hired his own plumber to remove the blockage to his sewer line
In accordance with the Terms and Conditions of the SLPP, it states that AWR does not reimburse account holders for out of pocket expenses incurred from hiring his or her own contractorHowever, upon AWR receiving a copy of the customer’s invoice that he received from his personal contractor and proof of payment, AWR will review the invoices and consider reimbursement up to the amount the customer paid to remove the blockage in his sewer line, not to exceed the applicable protection limit of the SLPP
AWR strives to provide excellent customer service and we apologize that Mr*** experienced issues that caused him to file a complaint with your officeAWR takes this matter seriously, and I trust that the foregoing actions have satisfactorily addressed any concerns
Should you have any questions, please do not hesitate to contact meThank you for your time and consideration

In September I had problem with my sewer.I call the company.I had beautiful experiences ! Van with equipment and worker was in my place with hourHe had very good machine with 5/snake cable for cleaning my sewerHe tried to open very hard, changed tips, but unsuccessfulAfter that he used COfor openingUnsuccessfulLater another van came with high pressure jet .Unsuccessful.They make appointment with company what does open ground jobThat company came with excavator,tracks and lot of stuffThey open road above my sewer pipe problem, did the job and coverCharge me nothing !!! The cost of job in regular basis is open with mechanical snake Up to $350, CO$800, High pressure Jet $1000, Open road and fix sewer and cover up to $13,I am happy with service they provided!!! Save me lot of money !!! Very professional staff, excellent equipment, quick response, knowledgeable workers, very scheduled workThe best service I ever hadMy best recommendation for this companyYou are the best !!! Good luck

Complaint: ***
I am rejecting this response because: AWR has AGAIN failed to address the issueAWR solicited and issued the Water Line Protection policy even with prior knowledge that the water line was made of the so called "defective" materialAWR claims they had no prior knowledge of this specific water lineHowever, even if this were true, they still had knowledge of other water lines, in this development, that were made of the defective material they referenceIf AWR had knowledge of these water line pipes, and failed to cover them, they have a duty and an obligation to inform ALL AWR customers in this development that they may not be coveredFailure to do so is irresponsible, unethical and illegalTheir failure to do so has resulted in the damages I suffered due to my detrimental reliance on a defective policyIs it now AWR's claim that they had no prior knowledge at all of ANY home in the development? If so I would like them to clearly state that in their responseFurthermore, 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.) I 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 inquiry dated January 30,
Ms*** mailed a check to renew her enrollment in the Sewer Line Protection Program (SLPP) for an additional
one year termThe annual program fee is $There was a discrepancy on the check Ms*** submittedThe correct amount was reflected in the hand-written area of the check, however the incorrect amount of $was entered into the courtesy box on the checkThe check was cashed according to the $value displayed in the courtesy box
This issue was referred to a specialist who spoke with Mrs***The AWR Specialist explained the problem to the customer and asked her to send another check for the $differenceAWR has now received the full annual program feeMrs*** SLPP has been renewed and there is no lapse in her protectionWe apologize for any inconvenience
We regret this issue caused Ms*** to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concernsShould you have any questions, please do not hesitate to contact me

American Water Resources (AWR) appreciates the opportunity to respond to your November 15, correspondence regarding the rejection filed by Aprile ***
The program fees for Ms*** Water Line Protection Program(WLPP), Sewer Line Protection Program (SLPP) and In-Home Protection Programs (IHPP) for June were charged to her account on July 13, 2016. Ms*** was charged on August 9, for the July WLPP, SLPP and IHPP monthly program fee. Ms*** was charged on August 29, for her Electric Program fees for June and July. On August 28, 2016, Ms*** was charged for program fees for the WLPP, SLPP, IHPP and Electric, however the customer cancelled her programs on August 29, AWR refunded Ms*** for all program fees debited for the month of August except for one payment in the amount of $which AWR attempted to refund to the customers checking account on November 10, 2016. However, Ms*** bank rejected the refund.
While we do not believe that Ms*** is owed any additional refunds at this time, we are in the process of contacting her to review her claims involving the alleged debits from her account from August 8, to October 4, 2016. We apologize for any inconvenience this may have caused Ms***
AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** 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 July 8, correspondence regarding the complaint filed by *** ***Mr*** contacted AWR reporting a water line leakMr*** accepted AWR’s resolution to settle the issueA check was sent via
overnight mail on July 13, We apologize for the delay.AWR takes all consumer concerns seriously and we regret that this issue caused Mr*** 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

Complaint: ***
I am rejecting this response because:The issue AWR stated about the pressure relief has no bearing on the fact that AWR took WEEKS to perform a simple task to repair
a water line that was broken and leaking profuselyAWR is a major corporation that should have a better handle on how to repair a broken water lineI do not mean to sound rude ,but the way AWR handled this EMERGENCY LEAK ,that's the key word EMERGENCY.shows that the do not belong in the buiseness of
doing EMERGENCY water line repairs
THERE EMERGENCY REPAIR TOOK OVER WEEKS, WHAT PART OF THIS DO THEY HAVE TO RECONSIDER,MY WATER /SEWER BILL WAS HERENDOUS BECAUSE OF THEIR
NEGLIGENCE
THIS IS NOT ACCEPTABLE
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your April 12, correspondence regarding the rejection filed by *** *** Ms*** enrolled in the Water Line and Sewer Line Protection Programs and elected to pay her program fees annually using a credit card. Her Programs were scheduled to renew in November 2015, however the annual payment charged to her credit card failedOn, November 23, 2015, AWR sent a letter to Ms*** advising that we needed updated credit card information or another valid form of payment to renew her Programs and provided an additional days to respond. AWR did not receive a response from Ms*** and as a result her Programs expired. After her Programs expired, AWR also sent Ms*** promotional mailers confirming that she was no longer protected by our Programs along with options for her to re-enroll in the Programs
Ms*** contacted AWR on March 30, to set up a claim. At that time, the claims representative reviewed Ms***’ account status with her and denied her claim because she was no longer enrolled in the Programs. The representative explained that Ms*** may re-enroll in the Programs, but the effective date of her Programs will be days after she re-enrolls. Additionally, she must provide proof that the issue she called about in March was repaired. Ms***’ claim remains denied AWR takes all consumer concerns seriously. 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

Have been trying to reach the billing department by phone because they are billing me extra times and more than the letter of confirmation said and what I had been paying Called last week, left my number so they could call me instead of staying on hold til they were available, like the recording says They called about a half hour later, asked again why I was calling, put me immediately on hold, and left me there for minutes til I finally hung up Called today, stayed on hold this time instead of leaving the line, waited a half hour before I finally hung up There doesn't seem to be a way to contact billing online, so what do I do Bad business practice, I'd say

I ordered water and sewer combo insurance on 2/1/Canceled sewer 2/3/On 3/23/realized no contract or refund received and was told my order was "never confirmed" so never coveredI canceled policy and asked for total refund4/15/no refund so called again and told check mailed day beforeToday 4/22/received letter confirming cancelation but no refund checkCalled and told my account is in an "audit" and check would be mailed in 30-daysIf I get it, means they have held my money (charged on credit card 2/2/16) for months for no reasonThe whole thing has been a travestyI want my mo                                                                                                                                           ney back now

American Water Resources (AWR) appreciates the opportunity to respond to your March 30, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Ms*** contacted AWR on March 29, to cancel her program enrollment. Per her request, we cancelled her enrollment and will issue her a full refund via mail AWR appreciates the concerns expressed regarding our marketing materials. We send notices, like the one Ms*** received, to residents of municipalities throughout the country, including Omaha, Nebraska, to inform them of their water service line maintenance responsibilities. Many homeowners are unaware that typical homeowners’ insurance policies do not cover water line repairs. Homeowners are often surprised to learn these facts only when faced with the cost associated with the necessary repairs.
Our marketing materials are not created with the intention of confusing or deceiving consumers. AWR’s goal is to notify homeowners of their responsibilities and to inform them that there are protection programs available that can protect them from unexpected repair cost associated with repairs to their water line AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** 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 inquiry dated March 26, 2014, regarding the complaint filed by *** *** By way of background, *** *** was a customer of AWR’s Sewer Line Protection Program ("SLPP")On or about March 1, 2014, *** ***
called AWR to advise that he was experiencing a sewer smell in the basement of his homeAt 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 *** *** that a contractor could not be dispatched to his home unless he was experiencing a back upIn 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, *** *** 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 lineAWR’s representative advised *** *** that the issues cited by his contractor were not covered under the WLPPUltimately, *** *** had the sewer line replaced and the customer is demanding that AWR reimburse him the monies he paid to have the sewer line replacedAt this time, *** *** is cancelled out of the SLPP (upon his request) and AWR will not consider any reimbursement to the customerShould you have any questions, please do not hesitate to contact meThank you for your time and consideration