American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your January 29, correspondence regarding the complaint filed by *** *** In June of 2014, Ms*** notified AWR that she was experiencing a sewer line clogAWR dispatched a contractor who cleared
the customer’s sewer lineIn August of 2014, the customer reported another sewer line clogAWR’s contractor cleared the blockage and conducted a camera inspection of the sewer lineThe contractor found that the customer’s line was shared with at least one neighborAWR’s contractor also determined that Ms***’ sewer line issues resulted from a problem on the sewer line of a neighboring propertyMs*** was informed that pursuant to the terms and conditions of the Sewer Line Protection Program, AWR does not cover to repair any portion of a customer’s sewer line that is shared with a third partyAs a result, Ms***’ request that AWR repay her for the cost she incurred to replace her sewer line as well as all Program fees that she has paid since enrolling remains denied.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

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated March 12, 2014.
Ms*** is a customer of the Sewer Line Protection Program (SLPP) offered by AWR
She contacted AWR to report a sewer line backupMs*** was advised that her program was cancelled because the attempt to charge the monthly program fees to her credit card failedMs***’s programs were cancelled, but her program fees were paid through March 8, We apologize for the misunderstanding and any inconvenience this may have caused the customerAWR requested the necessary information to consider repaying Ms***’s out-of-pocket expensesMs***’s claim was approved and a check will be sent to her for the full amount she is seekingThe customer has been kept apprised of the state of her claim
AWR regrets 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 June 24, correspondence regarding the complaint filed by *** ***On August 27, 2015, Mr*** had a water line leak and a claim was established to repair itUpon arrival, AWR’s contractor found that Mr***’s water meter pit was collapsedThe contractor was able to bypass the area of the meter pit during the first water line repair by hand digging a trench to access the pipeWhen the contractor returned to the customer’s property in October to inspect the sinking ground at the repair site, as reported by the customer, he saw that the meter pit was still in need of repair
AWR informed Mr*** that repairing the water meter pit is not covered under the Water Line Protection Program throughout the two water line claims he set up in and that having the repair made was his responsibilityMr*** privately hired AWR’s contractor to repair the meter pit and we will not cover the cost of that repairIf Mr*** experiences a water line leak or break in the future, we encourage him to contact AWR for service

American Water Resources (AWR) appreciates the opportunity to respond to your May 11, inquiry regarding the complaint filed by *** *** *** *** called AWR on May 3, to report a sewer line backupThere was a technical error that occurred when AWR attempted to dispatch an
independent contractor to the customer’s home which resulted in a delay for the contractor contacting the customerConsequently, the customer privately hired a contractor to conduct a camera inspection and a full replacement of her sewer lineIn accordance with the Terms and Conditions of the Sewer Line Protection Program (SLPP), AWR will pay to repair clogs or blockages in the customer’s sewer line, as the SLPP is a repair program and not a replacement programAWR contacted the customer to request an itemized invoice and proof of paymentOnce received, AWR will review the items and consider repaying the customer for the repairs covered by the program up to but not exceeding the SLPP protection limitsTo date, we received the customer’s proof of payment but we are awaiting the itemized invoice.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 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 June 10, correspondence regarding the complaint filed by *** ***The *** are customers of the Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned
sewer linesPlease be advised that the SLPP is not an insurance contractMrs*** contacted AWR to report a sewer line backupAWR dispatched a contractor who cleared the blockageAWR was advised that roots were removed from the customer’s sewer lineThe issue was resolved; as a result, no additional repairs were recommendedPursuant to the SLPP terms and conditions, if the clog or blockage is cleared, no other repairs will be madeAccordingly, the ***’ request for repayment remains denied.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 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 25, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Ms*** enrolled in AWR’s residential Water Line and Sewer Line Protection Program by completing an enrollment form onlineMs*** contacted AWR on September 14, informing us that she inadvertently enrolled in the residential program instead of the commercial program. The AWR customer service representative cancelled her enrollment in the residential program and issued a refund for the annual amount Ms*** paid when she enrolled. The refund check was sent to Ms*** on October 9, 2015.
Ms*** contacted AWR on February 22, to advise that she never received the refund check. We confirmed that the refund check was not cashed and reissued another check which was sent to the customer on February 26, 2016. We apologize for any inconvenience this issue may have caused the customer.
AWR takes all consumer concerns seriously and we apologize 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 May 25, correspondence regarding the rejection filed by *** *** We re-reviewed Mr***’s Claim file. Mr***’s claim was denied in accordance with the Program Terms and Conditions which state that AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction When the independent contractor arrived at Mr***’s property, he noted that the home was vacant and he was informed by the contractors working in the home that the property was being renovated. Therefore, Mr***’s claim remains denied

American Water Resources (AWR) appreciates the opportunity to respond to your April 21, correspondence regarding the rejection filed by *** *** As we previously responded, AWR was unable to repair a clog on Ms***’s drain line when she contacted us on April 5, because her enrollment in the In-Home Plumbing Plus Program (IHPPP) was cancelled due to a payment failure. AWR also advised Ms*** at that time that we were not responsible for repairing her ceiling under the IHPPP’s terms and conditions.
Ms***’s claim remains denied and a refund will not be issued.
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

[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 ***, and find that this resolution is somewhat satisfactory to me
I would greatly appreciate the return of my money; however, the AWR completely lacks class, tact, and professionalism in response to their customers' personal complaints
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I want to hear the recorded phone callThey said they have it and this is what they are basing their decision on, let me hear itMy documents show I purchased more than the Water & Sewer Protection PlanThe In Home Protection Plan was offered and purchased during that phone call Returning $doesn't correct the wrongIf they are willing to honor the $now but say they could not during the phone call, make no since to meThis act is dishonestAnd it's clear they are trying to get out of fixing the problem I have. I purchased the triple protection plan $149.88, if you're not willing to honor this triple protection plan I paid $for, then give me all my money backOtherwise this company is DISHONEST and looking out for #(themselves). I've read several complaints regarding this company and now my complaint is just another added to the MANY complaints onlineTo make me happy either honor the triple plan for $which is what you were paid forOn Jan30, I was told there was only a $difference between what I paid and the current triple plan packageHonor this and have a satisfied customer or give me all my money back and I will look else where for protection plans
Regards,
*** ***

Called numerous times and was on hold for a representative for hours! No one ever answered the line Sent a certified letter of cancellation and payments were not discontinued as requested!

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated November 19, regarding the complaint filed by *** *** Ms*** filed a complaint with your office regarding an issue with her water utility bill with *** *** *** *** Please
be advised that Ms***’s complaint relates to her experience with New Jersey American Water and does not involve AWRShould you have any questions, please do not hesitate to contact me.Thank you for your time and consideration

American Water Resources (AWR) appreciates the opportunity to respond to your January 13, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Mr*** was a customer of AWR’s In-Home Plumbing Emergency Program (IHPP). On November 11, 2015, Mr*** contacted AWR and reported a baon the drain line for his washer. Mr*** was not enrolled in the IHPP at that time and as a result, his request for service was denied.
Mr*** enrolled in the IHPP on December 11, During his enrollment call, Mr*** was informed of the 30-day waiting period and that any condition occurring prior to the effective date is not covered under the program. Mr*** contacted AWR on January 11, to report the drain line for his washer was clogged. Pursuant to the IHPP Terms and Conditions, AWR will repair clogs or blockages to the drainage system if they occurred on or after the effective date.
Mr*** was asked to submit proof of repair verifying that the issue he experienced on November 11, was fixed and that the problem he called about on January 11, was separate from the one he originally reported. To date, we have not received documentation from Mr***. His claim was denied in accordance with the Program Terms and Conditions. Mr*** cancelled his enrollment and AWR is providing him with a full refund for the IHPP 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 October 5, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Ms*** was initially enrolled in AWR’s Water Line (WLPP), Sewer Line (SLPP) and In-Home Plumbing (IHPP) Emergency Programs. On August 5, 2016, Ms*** contacted AWR to upgrade her programs AWR did not overcharge the customer’s account. The debits for Ms*** regularly scheduled June and July program fees for her WLPP, SLPP, and IHPP were delayed due to technical issues involving AWR’s billing system. As a result, the program fees for June and July were charged to her account on July 13, along with her August payment. On August 29, Ms*** contacted AWR to cancel her programs and to inform us that we overcharged her account.
A cancellation letter will be mailed to the customer and AWR will refund the customer shortly for any unused program fees charged after August 29, 2016. We apologize for any inconvenience this delay 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

[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:A couple days ago, I received a letter and a form that I am to sign and return to Am WaterThey say that, after they receive that signed form from me, I will receive a check from them (within about weeks) to reimburse me for having to hire my own plumber after they originally refused to repair my leaks under the Line Protection Plus programMy computer was not working for a couple days, but it's now fixed and I plan on printing, signing, scanning, and emailing that document back to them todayIt looks like things are getting resolved, but I won't withdraw my complaint until I receive the check.
Thanks,
*** ***

I have been a customer of AWR for about a Yesterday my main drain got clogged and I called AWR to get service since I have sewer line protectionI have explained that our basement was flooded with sewer water, that we cannot use any toilets, showers, sinks anything in the house - true EMERGENCY! Three phone calls throughout the day did not get any responseThis morning I called again just to find out that the line I'm calling is the overflow line - which means they know nothing and can't tell me when and if anybody was comingSo they gave me another (MAIN) phone# (phone call #5)Well, I did call just to be told: "Oh! we cannot setup your claim you are delinquent and we need to talk to customer service to straiten it out"They were suppose to charge my credit card monthlySo, with my basement full of water, I'm making a phone call (#7) to customer serviceAfter a half an hour on hold with stupid music in the background I hung upRUN, don't walk from this fraudulent company - you will NOT get service that you pay for and need!

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, correspondence regarding the complaint filed by *** *** Mr*** reported a water line leak on June 1, AWR dispatched a contractor to investigate the reported issueThe
contractor investigated the water line leak on June 2, and scheduled a repair for June 4, The contractor rescheduled the appointment multiple times and as a result, AWR agreed to dispatch an alternate contractor to repair the *** water lineThe repairs were completed on June 5, 2015.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 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 June 7, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Ms*** is enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP). On June 2, 2016, she contacted AWR to report her washer was backing up into her kitchen sink. AWR dispatched a contractor to investigate the claim. The contractor was unable to clear the blockage and recommended making additional repairsThe contractor could not return to complete the repairs until the following week, so we sent another contractor to Ms***’s home. The second contractor noted that repairs at the customer’s property had already begun and that they did not want him to proceed with his suggested repairs.
We reviewed the ***’s claim file and contacted them for additional information. Ms*** confirmed that the repairs have not been completed. We are gathering information about the recommended repairs from our contractor to fix the ***’s problem. We will work with the customer to resolve the waste water drainage problem in accordance with the IHPP Terms and Conditions 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

Complaint: ***
I am rejecting this response because:
While they continue to maintain that they resolved the issue, they did not I forwarded them receipts for the work that I had to get done immediately after they left me with a badly repaired piece of landscaping pipe, cut several times and shortened, they did not get back to me
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your September 12, correspondence regarding the complaint filed by *** ***
New Roman" size="3"> Mr*** is enrolled in AWR’s Water Line Protection program. Mr*** attempted to contact AWR regarding notifications of non-payment that were mistakenly sent to him after he paid the annual fee for his program An AWR representative called Mr*** on September 12, and September 15, to inform the customer that his payment was received and has been applied to his account. During both attempts to contact Mr***, the AWR representative left messages advising the customer his account had been updated and to return our call in order to discuss further. If Mr*** has any future concerns, he can contact *** *** at ###-###-####. We apologize for any inconvenience the customer may have experienced.
AWR takes all consumer concerns seriously and we regret 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