American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry received May 28, regarding the rejection filed by *** ***
Ms*** rejected AWR’s most recent response stating that she will continue to reject our responses until her four foot concrete wall is repairedWe spoke to the customer and the contractor involvedBoth parties agree that it is the customer’s responsibility to obtain an estimate to have the wall repaired and submit it directly to the contractorThe contractor has accepted responsibility for the damage and agreed to pay for the repairsIt is our understanding that the customer has not provided the necessary information to the contractorAt this point, we have no active role in this matterIf the customer feels that there are additional steps AWR can take to help her resolve this issue, she may contact us for assistance
AWR takes all consumer concerns seriously and we regret this issue caused Ms*** 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

I was in process of purchasing a contract but after reading all the complaints on this site and how it seem the Revdex.com is in bed with this companyI see that the Revdex.com is OK if the company just responds to the complaint but does not mean they fix the issueIn most cause the company will fix the complaint but only after the customers are put though the ringer contrary to the contract terms which states they take care of all the hasslesI think based on my calls to background check the policy before signing up, the agents because more and more curt and rude if you asked too many questions on what is and is not coverThis company has the "blessing" of the *** *** and really they should lose that contract because wow on this site alone over 100+ complaints and all basically the same

Complaint: ***
I am rejecting this response because:
I am incredulous at the statements made by the business! My total indebtedness to *** is in current statusThis includes the amount attached each month for the AWR contractIf, as AWR alleges, I am past due in payment of the contract fee, then it is because AWR is not being paid by ***Further, I challenge the business to provide incontrovertible proof of this alleged delinquency within three business days, after which and without which, litigation will be initiated
Finally, I declined to address this complaint via phone as I insist that all correspondence and communication be verifiable and documented through proper protocol consistent with the Revdex.com process
Regards,
*** ***

Complaint: ***
I am rejecting this response because: until my 4ft concrete wall is fixed by the contractor I am not satisfied
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your August 21, correspondence regarding the complaint filed by [redacted]
"margin: 0in 0in 10pt;">[redacted] is enrolled in the In-Home Plumbing Emergency Program (IHPP)AWR dispatched a contractor to investigate an internal leak she reportedMs[redacted] contacted AWR to follon the contractor's visit and requested to speak with a supervisorAn AWR supervisor returned Ms[redacted] call and she was pleased with the outcomeAWR 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 responsive to the customer's concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

It was a service we paid extra for through the water company that so far only took our money - never provided the service. Since the December issue have had a horrific experience trying to cancell the service as well as get a refund. Numerous phone calls have been made with multiple excuses why I may not speak to supervisor or person who can do the refund including being told that person doesn't have a phone someone will call back....... Still waiting.... As for the explanation why never came for the original issue that was dispatched tothem by our water company...... No one has answered that or given an explanation, isnt that their whole purpose as a service company? Ridiculous waste of time and money

American Water Resources (AWR) appreciates the opportunity to respond to your October 27, 2015 correspondence regarding the complaint filed by [redacted].
[redacted] is enrolled in AWR’s Sewer Line Protection Program. On October 21, 2015, she contacted AWR to report a sewer line...

problem. AWR dispatched a contractor to investigate the issue and make any necessary repairs in accordance with the terms and conditions. [redacted] expressed her dissatisfaction with the plumbing contractor. We apologize for any inconvenience this may have caused the customer. AWR will mail a check to [redacted] to refund the service fee she paid.AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is 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 August 1, 2016 correspondence regarding the complaint filed by Mr. [redacted].
Mr. [redacted] was enrolled in the Water Line, Sewer Line and In-Home Plumbing...

Emergency Programs offered by AWR. The monthly program fee for the Water Line and Sewer Line Protection Program is $10.99 and the monthly program fee for the In-Home Plumbing Emergency Program is $4.99. Mr. [redacted]’ regularly scheduled program fees were charged on the 30th day of each month. We implemented a new billing system, and as a result, we did not charge the program fees for the month of June. Instead, we charged the June program fees in the amounts of $10.99 and $4.99 on July 27, 2016 and we charged Mr. [redacted]’ account $10.99 on July 30, 2016, which is his regularly scheduled program fee for the Water Line and Sewer Line Protection Program. Per Mr. [redacted]’ request, his programs have been cancelled and he will receive a refund in the amount of $26.97, which is the sum of the program fees charged to his account in July 2016.
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.

I called AWR to unclog my bathroom sink. The tech came that day and used a electric snake and ripped through my trap under my sink. He said I knew that would happen, I then said are you going to replace the trap, he said I don't carry trap an my truck you will have to repair your self. He then gave me a bill for service for $ 50.00 and said I wasn't covered for a new trap. I called AWR and was told that the tech said the trap was corroded which it wasn't the snake he used rip a hole in the trap. He told AWR he would repair it for $300.00 . Now I have to buy a trap and repair it my self, never again will I use this service want a rip off

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by [redacted] notified AWR that he was experiencing a clogged toilet. At that time, AWR’s system was inaccessible and therefore, AWR was...

unable to assist [redacted]. Subsequently, the customer hired a private contractor to repair his issue and requested that AWR repay him for his out of pocket expenses and for the damage to his bathroom.Please be advised that pursuant to the terms and conditions of the In-Home Plumbing Emergency Program (IHPP), AWR does not repair, replace or clean any portion of a customer’s home or contents that are damaged by a clog or blockage. Nevertheless, [redacted] may submit to AWR, the itemized invoice he received from his private contractor and proof of payment for the repair. [redacted] may submit these items to JoBeth T[redacted] attention by email: [redacted] or fax: [redacted]. Upon receipt and approval of these items, AWR will credit the customer’s water utility bill for any items that would have been covered under the IHPP. We apologize for any inconvenience this may have caused [redacted].AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is fully responsive to [redacted]’ concerns and useful to you in your investigation. Should 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 September 29, 2016 correspondence regarding the complaint filed by [redacted]
Roman" size="3"> Mr. A[redacted] has been enrolled in AWR’s Sewer Line Protection Program (SLPP) since 2008.  Mr. [redacted] called AWR on May 29, 2015 and advised AWR that he did not believe he enrolled in the SLPP.  In response to Mr. [redacted] claim, AWR sent the customer a copy of his enrollment form for the SLPP on July 1, 2015. 
The customer called AWR on September 28, 2016 to cancel the SLPP.  We do not have a record of Mr. [redacted] requesting to cancel his SLPP prior to September 28, 2016.  AWR will cancel the customer’s SLPP as requested and will send Mr. [redacted] a cancellation letter . While we cannot agree to Mr. [redacted] request to refund his annual program fees since 2008, we are willing to offer him $120.00 in a good faith effort to resolve this matter.   The $120.00 represents the annual fee for the SLPP. 
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.

Complaint: [redacted]
I am rejecting this response because:  I was told more than a week ago I would receive a refund within 3 days.  I have not received any refund.  Moreover, this business repeatedly does this to customers like me and hopes it does not get caught because they automatically charge your credit card.  This business should be on a watch list.
Regards,
[redacted]
Regards,
[redacted]

[
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. In fact I would like to add that the manner in which this issue was resolve was highly professional. All my contacts with the company were handle in a fair process with immediate follow up. I would highly recommend this company. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your February 27, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] notified AWR that she experienced a verified leak on her water line. Upon investigation, AWR’s independent contractor...

determined that her water line had two problems; one issue had to be repaired by the water company, and the second problem was covered by the Water Line Protection Program. AWR’s independent contractor repaired the water line leak, and Ms. [redacted] water service was restored on February 27, 2015.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 is responsive to Ms. [redacted] concerns and useful to you in your investigation. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because: As I suspected this business's history of deceptive and predatory business practices are still standing bright and clear for all to see.
  This company failed to include in their deceptive response to your inquiry that they initiated two transactions in regards to my CLOSED ACCOUNT.... One, seemingly an attempt to appear as though they were crediting my bank  account with the refund that has been due since June 9,2016 when the account for their services which was never activated was closed and a second transaction whereas what seemed to be the credit for the refund that I am STILL DUE was DEBITED FROM MY BANK ACCOUNT MEANING THAT NOT ONLY DID I NOT RECEIVE MY REFUND, THEY DEBITED MY BANK ACCOUNT FROM A CLOSED ACCOUNT WHICH TO MY UNDERSTANDING IS ILLEGAL.
  THE DATES THAT THEY INDICATED TO YOU FOR MY REFUND HAVE COME AND GONE AND STILL I HAVE NO REFUND
Regards,
[redacted]

WOW HORRIBLE CUSTOMER SERVICE WAS TREATED LIKE AN IT ON THE PHONE BY CUSTOMER SERVICE REP SONYA. I CALLED ABOUT AN UNFINISHED REPAIR ON MY STREET AND SHE WAS SO RUDE AND DENIED MY WORK ORDER SAYING IT WASNT THEYR PROBLEM. WELL YES IT IS YOU LEFT CONES UNATTENDED ON MY STREET FOR 9 WEEKS. WE ALSO HAVE A MUD PROBLEM EVERYTIME IT RAINS NOW AFTER THE REPAIR IT FORCES MUD UP FROM THE GROUND AND WHEN DRIES WE HAVE A HUGE DUST PROBLEM. THEY DENIED THIS ALSO. STILL TRYING TO GET AHOLD OF A SUPERVISOR AFTER 4 WEEKS. I AM VERY UPSET ABOUT THE TREATMENT I HAVE RECEIVED.

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Ms. [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program.  On December 22, 2015, she initially contacted AWR to report a drain leak in her bathroom sink.  AWR dispatched a contractor to investigate the claim and based on the initial investigation of the contractor, AWR denied the claim.  However, AWR later determined Ms. [redacted]’s leak required repair and intended to dispatch a contractor to her home to make the repairs. 
When AWR attempted to make arrangements to send a contractor to her property to perform the repairs, Ms. [redacted] advised AWR that she already hired her own plumber to make the repairs.  Since January 26, 2016, AWR has attempted to contact Ms. [redacted] several times to discuss reimbursement for the repairs.  AWR is waiting to hear back from Ms. [redacted] in order to discuss reimbursement.
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 August 16, 2016 correspondence regarding the complaint filed by [redacted].
As we stated previously, AWR agreed to refund Mr. [redacted] total annual Water Line Protection Program fee. However, providing Mr. [redacted] with his refund has been delayed due to technical issues involving AWR’s billing process, resulting in an additional charge to his bank account, which was later removed.  We are in the process of resolving these issues.  Mr. [redacted] advised us on August 22, 2016 that he has received the Program’s refund amount via his bank.  We apologize for any inconvenience this may have caused Mr. [redacted].
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 inquiry dated March 6, 2014. 
Mr. [redacted] is a customer of the Sewer Service Line Protection Program offered by AWR. On November 3,...

2013, he contacted AWR to report a sewer line backup. The AWR Claims Representative established a claim and dispatched a local independent contractor. On the same day, the contractor jetted and video inspected Mr. [redacted]’s sewer line. The contractor initially believed there was a plumbing snake stuck in the line, but upon further investigation, he found that the sewer line had extreme root intrusion that has been an ongoing issue well before Mr. [redacted]’s effective date indicated by the size of the roots. The roots viewed in the sewer line measure at least one inch in diameter and more than ten feet in length. Pursuant to the terms and conditions of the program, AWR will not pay to repair anything that occurred prior to the effective date. Accordingly, Mr. [redacted]’s claim was denied. 
Mr. [redacted] requested an explanation for the time spent on his claim. AWR acted immediately upon receiving his call on November 3, 2013. As stated above, this claim was denied and AWR would not dispatch another contractor. The customer was instructed to repair the problem and to submit proof that the repair was made as well as proof of payment, which we never received. Mr. [redacted] contacted AWR on December 22, 2013 reporting the same issue. This claim was also denied because he did not submit proof of repair from the initial claim in November. AWR does not believe excessive time was spent on Mr. [redacted]’s claims; they were denied as soon as we had the necessary information to make a decision.
We apologize for any inconvenience this may have caused the customer. AWR regrets this issue caused Mr. [redacted] to file a complaint with your office and we trust the foregoing has satisfactorily addressed any concerns. Should you have any questions, please do not hesitate to contact me.

American Water Resources (AWR) appreciates the opportunity to respond to your October 14, 2015 correspondence regarding the complaint filed by [redacted].
[redacted] called AWR on October 9, 2015 to report a water line leak. AWR dispatched a contractor to investigate the problem. Our...

contractor advised that the water line was polybutylene pipe. Pursuant to the Water Line Protection Program Terms and Conditions, AWR will not repair polybutylene water lines. As a result, [redacted]’s claim was denied.[redacted]’s Water Line Protection Program has been cancelled in accordance with the Program Terms and Conditions. A full refund will be sent to him. His Sewer Line Protection Program will remain in effect unless [redacted] calls AWR to cancel it.
AWR takes all consumer concerns seriously and we regret that this issue caused [redacted] to file a complaint with your office. We trust that the foregoing explanation is 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.