American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your March 9, correspondence regarding the rejection submitted by *** *** As we explained in our first response, Mr*** paid his policy premiums via his water bill. Pursuant to the policy Terms and Conditions, the payments are first applied to any outstanding water charges and lastly to policy premiums. On November 6, 2015, AWR cancelled Mr***’ policy for nonpayment. At that time, the outstanding balance due to AWR was $95.65. As a result, AWR was going to write-off the past due balance. Therefore, AWR placed a “credit” on his water bill to stop the charges from continuing to appear on his bill after the balance was written-off.
However, on November 9, 2016, AWR received a payment of $95.65, which satisfied the outstanding premium balance. As a result, the write-off was no longer necessary so we reversed the “credit” that appeared on his water bill and replaced it with the payment. Therefore, no refund is due to the customer

American Water Resources (AWR) appreciates the opportunity to respond to your April 8, correspondence regarding the rejection filed by *** *** AWR received and reviewed documentation provided by Ms***. We worked with her to resolve her concerns and she is satisfied with the resolution

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, correspondence regarding the complaint filed by *** *** In *** *** complaint, he requested that his mother, *** ***, be removed from AWR’s mailing listPer *** ***
request, *** *** has been removed from AWR’s mailing list and she will no longer receive mail from AWR.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 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 inquiry dated February 7,
*** *** was a customer of AWR’s Water Line Protection Program (WLPP)On December 10, 2013, he
contacted AWR to inform us that there was a verified leak on his main water lineThe AWR Claims Representative immediately established a claim and dispatched a local independent plumbing contractor to investigate the issue
The contractor’s investigation revealed that the water line was made of blue polybutylene pipe, which is considered a defective materialSince the WLPP does not cover repairs to blue polybutylene pipe, because it is a defective product, the claim was denied
*** ***’s water line was not eligible for the WLPP because he had a polybutylene water lineHis program was cancelled and a refund in the amount of $was mailed to himThis amount represents all the program fees paid to AWR for the WLPP since *** ***’s enrollment plus any unearned program fees he paid
AWR regrets this issue caused *** *** 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 6, correspondence regarding the complaint filed by *** *** ***s wife initially contacted AWR on May 21, to report a toilet back up*** *** advised AWR that she privately
hired a contractor to investigate the back up and clear the lineBased on the description of the problem, AWR informed *** *** that the issue was an in-home problem that was not covered under her husband’s Water and Sewer Line Protection ProgramAccording to *** ***, the contractor she retained cleared the sewer line and advised her that the line had tree roots and was broken in several places*** *** also demanded that AWR send a contractor to her property to camera the lineAWR informed *** *** that since the line was clear AWR would not be dispatching a contractorBased on the foregoing, AWR denied the claimSubsequently, the customer cancelled the program and AWR refunded the customer $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 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: ***
I am rejecting this response because: there is not one part of AWRs response that satisfies any reasonings why it took weeks/days to do an EMERGENCY water line break
Lets look at the facts the actual facts
2-24-The contractor shows up and yes it was raining , but the first thing the contractor says to me is that they have to hire a leak locating company to locate the leak , this is AWRs policy and it was a requirement , He also stated that he could hear the water running and there was a major leak ,with a large amount of constant water lossThe fact that it was raining had no impact on what was to be done this day, the contractor himself told me he was here to look the job over only, and to verify that there was a leakeverything he wanted to do this day he could do even though it was raining
The leak locating company did not show up for aproximatly daysI called AWR and stated there was no movement on my repair and I was concerned about the water loss and the cost of my next water bill, there exact answer to me was not to worry about the water bill because the water company would make deductions ,for the water loss and I would only have to pay a small portionMajor question here, at this point AWR and the Contractor know they have to get a permit , why did the not apply at this time why did they wait for more weeks after the contractor's original visit to apply for a permit , This is a prime example of why this EMERGENCY water repair took weeksAWRs next statement that" the contractor had to determine how the water line would be repaired"REALLY ,a major plumbing contractor has to determine how he is going to fix a broken water lineYou seem to be trying to state that it took a couple days to DETERMINE how to fix a broken water line , they knew how they were going to fix the water line before they even got here.You cut out the broken piece and install a new section of line at the break
AWRs next statement that they had to apply for the permits and utility markoutsThe contractor actually sent the permit application into township via the united states post office mail, they actually call it snail mail for a reason , This permit could have been hand delivered to the township and if the Township was told it was an emergency water line break , the township would have given an approval to start the repair immediately, its done all the time .This EMERGENCY water line repair was not handled as an emergency , it was handled like there were amature's doing the job, with no urgency needed
The next statement says you had to apply for utility mark outs, this is a simple procedure ,it so simple its called "ONE CALL"you make one call and you are guaranteed that within hours the utilitys will be marked out, this is not a time consuming process and should not hold up the repairThe day the contractors showed up they told me they were waiting for the markouts, so once again there was no preparation such as scheduling this and calling it in a couple days in advanceOK ,this final statement makes no sense at all ,AWR states that "however obtaining utility markout's and permit approval from the township was further delayed ,due to the township office closing and adverse weather conditionsMAN what a crock ,I received a call fron the contractor that they had been notified by township that the permits were ready and the contractor was going to send a check for the permits once again VIA UNITED STATES POST OFFICE, this is how I found out that they applied for the permits this same slow way,I went ballistic and insisted that the drive over and get the permits that day
I was loosing so much water that it ended up costing me about $to $dollars a day , for every day the water line was not repaired ,I pleaded with the contractor ,and AWR to no avail, the contractor did not care about my wants ,I was not the customer ,AWR does not have a clue how to handle EMERGENCY water line repairsThis whole affair has been one debacle after another and once again Im here at the computer writing another letter trying to get a resolution to something tha should never have been this way, this is a disgrace
This is no way to do businessIam not going to stop until this situation is resolved to my satisfaction,
IAM WILLING TO TAKE THIS ISSUE TO ARBITRATION , IVE REQUESTED ARBITRATION TO TIMES AND NOTHING HAPPENS ,I AM PREPARED TO TAKE THIS MATTER TO SMALL CLAIMS COURT ,BUT AWR WILL NOT RELEASE THE NAMES TO BE IDENTIFIED IN THE CASE I WILL NOT ALLOW THIS TO STOP TILL JUSTICE IS DONE
*** ***
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your March 15, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Mr*** is enrolled in AWR’s Sewer Service Line Protection Program (SLPP). He contacted AWR on February 27, to report a sewer line back-up. An AWR contractor cleared the line and determined that Mr***’s sewer line was bellied, which does not result from wear and usage. Therefore, repairing a belly on a sewer line is not a covered repair. As a result, Mr***’s claim was denied
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

Honestly I did not expect much from this companyIn general I am very wary of insurance companiesThe company previously did some minor plumbing issues but I did not have any major contact until I discovered that there were roots in the main sewer lineI was devastated because the cost to repair was tremendousThis is where the excellent customer service of American Water Resources really shinedNow getting the main sewer line replaces was not a quick process because of all the permits and issues that need to be addressed beforehandHowever, the customer service department was extremely helpful and did everything in their power to speed the process upI still can not believe that this company kept its word and repaired the main sewer line for meIt is better then advertisedI do not have enough words to describe how great this company is

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My complaint is rightfully lodged against my provider through whom and upon whose solicitation the plan was purchased and agreed uponThis provider is known as *** *** ***, aka "the business"
Regards,
*** ***

American Water Resources Insurance Services (*** appreciates the opportunity to respond to your inquiry dated March 7,
Ms*** holds the Water Line Insurance Policy (WLIP) offered by ***She has been
effective since December 19, and pays her monthly policy premiums via direct debit from her checking accountAs an active policy holder, Ms*** has been sent *** promotional material highlighting additional policies available through *** One of the policies offered is the Sewer Line Insurance Policy (SLIP)Ms*** is covered under the WLIP but she is not covered under the SLIP nor is she paying for this policy
If Ms*** wants to cancel her WLIP, she can call *** *** to speak to a licensed agent or she can send a written request to *** *** *** *** *** *** Attention: Administrator
We apologize for any inconvenience this may have caused the customerWe 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 May 31, correspondence regarding the complaint filed by *** ***
size="3"> Mr*** is enrolled in AWR’s Water Line Protection Program (WLPP). On August 27, 2015, Mr***’s water company contacted AWR to report a water line leak at the customer’s property. An AWR independent contractor was dispatched and found that Mr***’s meter pit was collapsed and needed to be replaced. The contractor repaired the water line leak and AWR advised Mr*** of his responsibility to repair the meter pit. Pursuant to the Program Terms and Conditions, AWR will repair a customer’s water line from the point where it connects to the water utility’s system to the water meter or main shut-off valve inside the customer’s home. It does not include the water meter pit
On October 27, 2015, Mr*** notified our contractor that his ground was sinking at the repair site. The contractor re-evaluated the repair site and noted that the water meter pit had not been repaired. The contractor notified AWR and we advised the customer of his responsibility to replace the meter pit Mr*** had the meter pit replaced on December 28, 2015. At that time, the contractor found another water line leak. Repairing the water line leak was covered under the WLPP. However, repairing the water meter pit is not covered under the WLPP and AWR will not repay Mr*** for the cost of the repair Mr*** was informed that the restoration following his water line repair in December would be completed in the spring. Restoration was completed on May 31, 2016.
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

The customer service at this company is outrageousWhen I called on 6/8/and spoke with a representative I was told that my water was shut off but it was not I also paid my bill online on 6/8/of $These representatives have no idea what they are talking about and give out bad information to customers This same representative finally told me that my service was fine I then get a letter in the mail on 6/27/stating the company noticed there is water coming into the residence but there is no account associated with it This is unbelievableSo I call American water to get some answers on 6/29/and was on hold for min to be transferred and put on hold for another minI finally get *** on the phone who had no idea what was going on and couldn't answer any of my questionsStill at this point my water is still runningI informed *** of this but he kept telling me my services needed to be reconnectedI was also told by *** that I had to pay a $reconnection fee to have my services restored (services that was never unrestored) After getting nowhere with *** and him totally going on mute without even telling me to hold on and failing to answer my questions I asked to speak to a supervisorAfter about more minutes of waiting *** the supervisor gets on the phone and basically tells me the same thing that my services are not working and would have to be restoredNow I see where the customer service representatives get their listening skills fromIf this company cares about their customers they need to record calls and actually listen to the level of service being received*** didn't help at all and hand no compassion for my issue and why I felt this was not my fault Of course the conversation I had on 6/8/was not noted I decided to pay the $because like American Water knows the customer is at their disposal because we need water *** could care less so *** was put back on the phone to take my payment and of course ask me if I would be home all day to have my services restoredSo I asked him does that mean turn the water on and he said yesUnreal, I only told him and his supervisor a total of times that the water was never shut off so tell me this why would you send someone to turn on the water when it was never turned off This was a messAfter being on hold for min then talking to representatives that obviously care nothing about servicing the customer I was frustrated and wasted an hour and eight minutes of my day on nonsenseAmerican Water CEO you really need to take a look at the people you have servicing you customersThis is a very unsatisfied customer

Complaint: ***
I am rejecting this response because: it is factually incorrectA licensed plumber was called to the address to unclog toilet at which time he determined that the sewer line from the house out to the main was blockedAt that time I contacted AWR to have them correct the situation as this is precisely what I have been paying them forThe same situation had occurred years prior and was corrected by their contractorAt that time it was determined that tree roots had entered the sewer line causing the blockageThis time their contractor refused to perform any service citing the proximity of the boiler to the cleanoutThe location of the boiler had not moved in years so why was it now an issue? Also if tree roots are penetrating the sewer line this would be an ongoing problem that needs a permanent solution like replacing the part of the line at faultAWR offered no answer to these issues and did no follow up on themThey should refund the past years of payments made for their services that were made by me expecting them to fulfill their obligationsAt the very least they need to say they WILL pay for all my expenses from this incident, not just consider itThese expenses came to $
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your May 27, correspondence regarding the complaint filed by *** *** *** ***Mrand Mrs*** are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWRThey
paid the annual program fee twice and requested a refund of the second annual feeA refund check was mailed to the *** on May 27, We apologize for any inconvenience this may have causedAWR takes all consumer concerns seriously and we regret that this issue caused Mrand Mrs*** to file a complaint with your officeWe trust that the foregoing explanation is responsive to the customers’ 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 February 12, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Mr*** was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Insurance Policy and paid his premiums through his water utility billOn October 5, 2015, AWR mailed Mr*** a letter notifying him of a past due balance. The notice advised Mr*** to contact AWR by November 4, to avoid cancellation of his policy for nonpayment of policy premiums. Mr*** did not contact AWR prior to November 4, 2015, and as a result, his policy was cancelled in accordance with the cancellation provisions stated in the policy. AWR mailed a letter to Mr*** dated November 6, confirming the cancellation of his policy Pursuant to the policy terms and conditions, when a customer pays via the water bill, payments are first applied to water utility charges and lastly to the policy premium. At the time of cancellation, there was an outstanding balance of $95.65. As a result, there is no refund amount due to the customer.
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 inquiry dated March 12, Mr*** is a customer of the Sewer Line Protection Program (SLPP) offered by AWRWe reviewed his claims historyWe requested additional information from the independent
contractor who repaired Mr*** prior sewer line issuesWith the additional details, we will be able to determine what type of repair would be necessary to correct Mr*** problem and if that repair is covered under the SLPPWe expect to have the necessary information within the weekOnce we reach a decision, we will notify the Revdex.com and Mr***AWR regrets this issue caused Mr*** 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 August 4, correspondence regarding the complaint filed by *** ***
Roman" size="3"> Mr*** contacted AWR on May 23, to enroll in the Water Line Protection Program (WLPP). On June 9, 2016, he contacted AWR to cancel his enrollment in the WLPP after being advised by AWR that the claim he was reporting was not covered under the WLPP. AWR agreed to refund his total annual Program fee. However, Mr*** refund has been delayed by problems associated with AWR’s transition to a new computer system. We apologize for any inconvenience this may have caused Mr***. A refund check is being mailed overnight to the customer on August 12, for delivery on August 13,
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

American Water Resources (AWR) appreciates the opportunity to respond to your April 15, correspondence regarding the complaint filed by *** ***On April 4, Ms*** notified AWR that she experienced a back upAWR dispatched a contractor and upon investigation the
contractor determined that the customer was not experiencing an issue with her sewer lineOn April 28, 2014, Ms*** notified AWR that she hired a private contractor to clear her sewer lineMs*** then requested that AWR repay her for the out-of-pocket expenses she incurred to have her sewer line clearedSince AWR’s contractor determined that Ms*** did not experience an issue on her sewer line, her repayment request was deniedPlease be advised that since AWR’s contractor determined that Ms*** did not experience an issue on her sewer line, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains deniedAdditionally, Ms*** elected to cancel her Sewer Line Protection Program on January 20, 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 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

American Water Resources (AWR) appreciates the opportunity to respond to your July 13, correspondence regarding the complaint filed by *** ***
Ms*** was enrolled in the Sewer Service Line Protection
Program (SLPP)She contacted AWR on February 7, to set up a claim for a backed up sewer lineAWR dispatched a contractor to the property on February 9, and the contractor cleared the line of the blockage that was causing the back upOn March 9, 2015, the same contractor revisited Ms***’s property and again cleared the lineThe contractor also conducted a video of the line and advised AWR that there was a back pitch in the line, which was communicated to the customerMs*** requested a second opinion regarding the back pitch, and we dispatched a second contractor to the propertyThe second contractor visited the property on or about March 12, and cleared the lineThe contractor also videoed the line and confirmed in May that line was back pitched
Under the SLPP’s terms and conditions, AWR will not repair anything caused by any third parties such as back pitchesWe advised Ms*** that her claim was denied because the sewer line was back pitched and we informed her that the SLPP would be cancelled since we are unable to provide her service in accordance with SLPP’s terms and conditionsWe inadvertently did not cancel Ms***’s SLPP until after she contacted us in July 2016; therefore, the customer will receive a refund representing her SLPP payments from June through July
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 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

How do I contact them? they don't answer phoneAre they in business or notHave been trying for the past weeks