American Water Resources

American Water Resources (AWR) appreciates the opportunity to respond to your March 24, 2015 correspondence regarding the complaint filed by [redacted]. Please be advised that when a customer enrolls in any Program offered by AWR, a confirmation letter is sent to the customer upon the...

customer’s enrollment. Upon the renewal of a customer’s Program term, AWR does not send a letter confirming the renewal. Ms. [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in November of 2009. Upon the expiration of Ms. [redacted]’ IHPP in November of 2011, the customer did not renew her Program. In March of 2015, Ms. [redacted] re-enrolled in the IHPP. At that time, a confirmation letter was sent to the customer regarding her enrollment in the Program. Ms. [redacted] enrolled in AWR’s Water and Sewer Line Protection Program in January of 2014. At that time, a confirmation letter was sent to the customer. Ms. [redacted] chose to renew her Water and Sewer Line Protection Program by sending a check to AWR. Since AWR does not send notifications regarding a customer’s renewal in any Programs offered by AWR, Ms. [redacted] will not receive a letter confirming that her Water and Sewer Line Protection Program had been renewed. 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 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.

American Water Resources (AWR) appreciates the opportunity to respond to your inquiry dated May 13, 2014 regarding the rejection filed by [redacted].
Since Ms. [redacted]' original complaint filed on April 30, 2014, AWR has conducted a full water line replacement for the customer. Prior to the replacement, AWR obtained proposals from three different contractors. A number of criteria were evaluated when choosing the independent contractor who ultimately replaced Ms. [redacted]' water line. one of them being cost. As a result, the cost to Ms. [redacted] Was reduced. We believe we were facilitating the claim in the best interest of the customer. AWR apologizes for any inconvenience Ms. [redacted] experienced.
AWR takes all consumer concerns seriously and we regret this issue caused Ms. [redacted] to file a rejection response with your office. We trust that the foregoing explanation is fully responsive to the customer's 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 June 1, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> Mr. and Mrs. [redacted] were enrolled in AWR’s Sewer Line Protection Program (SLPP).  Mrs. [redacted] contacted AWR on May 12, 2016 to report an odor in her home.  Mr. [redacted] later explained that although his toilet on the main level was reacting when the toilet on the second level was flushed, there was no back-up.  Pursuant to the Program Terms and Conditions, AWR will repair a clogged or blocked sewer line.  The customer did not report a back-up, which is indicative of a clog or blockage. Therefore a contractor was not dispatched and the claim was denied. Mr. and Mrs. [redacted] hired a private plumber to investigate the odor.  Their contractor plunged a trap in their home, which the plumber reports resolved their issue. 
We reviewed Mr. and Mrs. [redacted]’s claim history as well as additional documentation provided by the customer.  While the claims representatives denied the claim in accordance with the Program Terms and Conditions, as a good faith gesture, we will repay the customer for the amount that they paid a private contractor less the service fee. 
AWR takes all consumer concerns seriously and we regret that this issue caused Mrs. [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 correspondence dated June 27, 2014 regarding [redacted]’s rejection of AWR’s prior response.
In Mr. [redacted]’s rejection, he states that his [redacted]) utility bill is not past due. As a result, AWR has further investigated Mr. [redacted]’s payment history. In October 2013, [redacted] implemented a new billing system which resulted in Mr. [redacted] receiving two bills very close together for different billing cycles. One of those bills was timely paid; the other was not. All of the payments Mr. [redacted] has made to [redacted] since December, 2013 have been credited to his utility charges only; no payments have been applied to his service line protection programs with AWR. As a result, the outstanding balance for his service line protection programs is $86.23. The terms and conditions of the service line protection programs provide that if a customer uses the utility bill to pay his program charges, all payments are applied to utility charges first. Therefore, if an account has a balance, AWR does not receive payment.
In an attempt to resolve this issue, AWR contacted Mr. [redacted] and offered to facilitate a call with a [redacted] representative so [redacted] could explain his billing/payment history. As stated in AWR’s prior response, once the balance to AWR is paid, AWR will dispatch an independent contractor to investigate Mr. [redacted]’s sewer line issue. If Mr. [redacted] already repaired his sewer line, he may submit his itemized invoices and proof of payment, and AWR will consider repayment.
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. 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 June 7, 2015 correspondence regarding the complaint filed by [redacted] Mr. [redacted] enrolled in AWR’s Water Service Line and Sewer Service Line Protection Program effective June 6, 2015. On that same date,...

Mr. [redacted] contacted AWR and reported a sewer line-related issue. AWR dispatched an independent contractor to the property on June 6, 2015 and the contractor advised AWR that the sewer line was severely back pitched and the sewer line’s condition occurred prior to Mr. [redacted] effective date. Please be advised that conditions occurring prior to the effective date are not covered under Section 6 of the terms and conditions of the program. Further, back pitched lines are not a covered repair as they do not result from normal wear and tear. As a result, Mr. [redacted] claim remains denied. His Sewer Service Line Protection Program will be cancelled since we are not able to continue to provide him service in accordance with the program’s terms and conditions. After he has his sewer line repaired, Mr. [redacted] may submit proof of repair in order to re-enroll in the program and we will waive the 30-day waiting period. 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. 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 November 9, 2016 correspondence regarding the complaint filed by [redacted]
Roman" size="3"> Ms. [redacted] was enrolled in AWR’s Water Line Protection Program (WLPP).  The charges for her regularly scheduled WLPP monthly fees were delayed due to technical issues involving AWR’s billing system.  As a result, the program fees for July and August were charged to her account on August 17, 2016.  She was charged on September 21, 2016 for her September monthly program fee and on October 17, 2016 for her October monthly program fee.  AWR inadvertently overcharged Ms. [redacted] for unused program fees due to technical issues.   
AWR has processed Ms. [redacted] refund for any overcharged program fees.  The refund should be credited to the customer’s checking account on or before November 29, 2016.  As requested, AWR cancelled her WLPP enrollment effective November 9, 2016.  A cancellation letter was mailed to Ms. [redacted] on November 9, 2016.  We apologize for any inconvenience this may have caused the customer. 
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:
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your December 17, 2014 correspondence regarding the complaint filed by [redacted] The previous owner of [redacted] property was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP) and paid the...

program fees via their water utility bill. AWR was not notified that the ownership of the property had changed. As a result, the previous owner’s Programs were not cancelled and the program fees remained on the water bill.Per [redacted] request, she will receive a credit on her water bill for those months she was not enrolled in the program. Her current program fees will continue to be applied to her water bill quarterly until she cancels the program. The credit will appear on her next water bill statement. 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 and corrections are fully responsive to the customer’s 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.

For years, we've had AmWater's line protection plan that covered the sewer pipe between the house and the city sewer. A few years ago we had a clog in that line, we called & they sent their plumber. It was a huge job, took him about 6 hours, he had to dig up our yard a bit. But he fixed it. We were thrilled that our total cost was $50.
I was so pleased that recently I upgraded to their "Line Protection Plus Plan" which means, for an additional $8 a month, they also cover interior water lines and fixtures like sinks. A couple weeks ago I had a leaking sink and their plumber came out to assess. Am Water called a couple days later, and said they were denying this claim because the condition began before my coverage effective date which was a couple months earlier. I said the leak just started, how can you prove it was leaking before I added the "Line Protection Plus Plan"? They said they can tell by the advanced corrosion, that proves it had to have been a pre-existing leak. So I had to hire my own plumber and pay for the repair. I asked my own plumber's opinion, and he said what Am Water is saying might be true, but it's impossible to prove it either way whether the leak was pre-existing.
My feeling now is that unless you have a fairly new house, and your plumbing is either all PVC or copper, don't waste your money on this protection. If you have old galvanized pipes, as any house built before about 1960 does,,Amwater will probably say your problem is a pre-existing condition because your pipes are old, so they don't have to fix it.
I don't know why the plumber they sent years ago to fix the clog in our backyard helped us - he could have taken a good look and said "those pipes are very old, we don't cover that.". So maybe we just got lucky. At this point I've had one great and one terrible experience with this company.

This message is a follow-up to the second rejection inquiry that [redacted] submitted on April 23, 2014 in connection with AWR’s denial decision to make further repairs to Mr. [redacted] sewer line that AWR submitted on April 18, 2014.Mr. [redacted] has requested that AWR no longer send him future solicitations. As a result, AWR has further suppressed Mr. [redacted] from all future solicitations. We trust that the foregoing explanation and corrections are fully responsive to the customer’s concerns. Please feel free to contact me if there are any questions regarding this matter.

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, 2015 correspondence regarding the complaint...

filed by [redacted].
[redacted] is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Program. On April 16, 2015, Mr. [redacted] contacted AWR regarding a drain line leak.  He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line.  Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from normal wear and tear. As a result, Mr. [redacted] claim was denied.
On September 23, 2015, Mr. [redacted] called AWR to report a sewer line leak. Again, Mr. [redacted] confirmed that he was not experiencing a backup.  Mr. [redacted] claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer line.
Upon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customer. Our customer service team is available if the customer has questions or would like clarification regarding the Program Terms and Conditions. If Mr. and Mrs. [redacted] want to cancel their program, they may call our Customer Service Department at ###-###-####.
AWR takes all consumer concerns seriously and we regret that this issue caused The [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

Very disappointed with customer service. I was double charged an annual fee for in home plumbing protection. I made three calls to customer service asking for a refund. I was told to wait ten days - no refund. I called back and was told I'd get a refund - no refund. A rep transferred me to billing today. I left a call back number twice - no call. Still no resolution after 3 weeks. I plan to call my bank next to dispute the charges and charge AWR with fraud since they refuse to refund me.

American Water Resources (AWR) appreciates the opportunity to respond to your December 15, 2014 correspondence regarding the complaint filed by [redacted] received a direct mail solicitation from AWR regarding the Water Line Protection Program (WLPP). Thereafter, [redacted]...

[redacted] called AWR to inquire about the mailer. As noted in his complaint, [redacted] was unhappy because during the call he did not receive (i) an explanation of WLPP or (ii) AWR’s source for the statement that "the original water service line that delivers fresh water to your home was installed before 1979." As a result, [redacted] believes AWR is a scam.For 13 years, AWR has provided homeowners with water line, sewer line and in-home plumbing protection programs. Currently, AWR services more than 1.3 million contracts in 43 states and Washington, D.C. Repairs to homeowners’ external water lines and sewer lines are the homeowner’s responsibility, and such repairs are not covered by standard homeowners’ insurance. AWR’s programs offer homeowners a low cost solution for such repairs. AWR maintains a 93% customer satisfaction rating and is an accredited member of the Revdex.com with an A+ rating.In addition, the following information answers the questions that [redacted] raised during his December 13, 2014 call to AWR. With the WLPP, AWR will pay up to $5,000 to repair a leaking/broken water line on a customer’s property and up to $5,000 for any repairs in the street/public right of way. The statement in the direct mail solicitation regarding [redacted]’s water line was based on publicly available information regarding the year that his home was built.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]’s 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 inquiry dated February 14, 2014. 
[redacted] is a customer of the Water Line Protection Program (WLPP) offered by AWR. She contacted AWR...

on February 6, 2014 to report a verified water line leak. The AWR Claims Representative established a claim and dispatched a local independent contractor. The contractor inspected the leak on [redacted]’s property the same day. On February 7, 2014, the contractor made the repair. Several hours after the repair was made, [redacted] noticed water leaking into their basement again, so additional repairs were necessary. The Slavens spoke directly to the independent contractor dispatched by AWR and asked the contractor to reroute their water line. For this reason, the contractor did not back fill the hole dug to access their water line. 
AWR dispatched a second independent contractor to get a second opinion. When the second contractor arrived, he found the water line was frozen, so he was unable to detect a leak. Leak detection would not be possible until the line thawed, but the contractor was unable to thaw the line. Instead of waiting, the solution was to fully replace the Slavens’ water line, which was completed. We apologize for any inconvenience this may have caused the customer.
AWR regrets this issue caused [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.

This company does NOT answer the phone. It doesn't matter how many times I leave a call-back or wait...wait...wait...because their customer service agents are soooooo busy they NEVER get to me....I feel this entire company is a scam. Don't be fooled.

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 2016 correspondence regarding the complaint filed by [redacted].
Roman" size="3"> On October 21, 2015, AWR received Ms. [redacted]’s request to cancel her program enrollment via mail.  She requested a refund for payments made after she sold her property in June 2015.  It is the customer’s responsibility to cancel their account at the time they sell their home as AWR would otherwise have no knowledge of the transaction.  As a good faith gesture, AWR will mail a refund check to Ms. [redacted] for program fees paid to AWR after the sale of her home. 
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.

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2016 correspondence regarding the complaint filed by [redacted]
Roman" size="3"> Mr. [redacted] contacted AWR on May 16, 2016 to report that his toilet was backing up.  AWR dispatched a contractor to investigate the claim and he found that the customer’s main sewer line was not clogged – it was open and flowing.  Mr. [redacted] contacted us again on May 27, 2016 to report that he was experiencing the same issue he reported on May 16, 2016.  AWR dispatched a contractor who snaked the sewer line.  The contractor advised AWR that the line was clear and that there were no signs of a sewer line problem.  As a result, no additional repairs were recommended.  We encourage Mr. [redacted] to contact AWR if he experiences another problem in the future. 
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 October 19, 2015 correspondence regarding the complaint filed by [redacted].
[redacted] is enrolled in AWR’s Sewer Line Protection Program. On August 26, 2015, Mr. D[redacted] contacted AWR to report a back-up. AWR’s...

contractor determined that the sewer line required a repair. Once the repair is complete, we require the contractor to submit an invoice for the repair to AWR, not the customer, and we pay the contractor directly. Unfortunately, the contractor misunderstood the process and asked the customer to pay them for the repairs. The customer was repaid for the covered items listed on the invoice provided. We apologize for any inconvenience this may have caused the customer.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.

Complaint: [redacted]
I am rejecting this response because:
I read the rejection details, these American Water Resourse is the number one fraud in the tri-state area. Their explanation really childish. They said different reasons while I contacted them. Here they already explained one of the reason. I really don't know why these peoples independent contractor asking my neighbors and friends professions. My friends always visit my and they will stay with me. That is none of thier business.
If thier word is right why they inspected my property and found the reason sewer line block? 
They E said another reason also, 1. I choose wrong coverage (i.e. I choose industrial coverage)                                                2. They terminated my coverage but still they are charging me. They charged me 19.99 on May 19th 2016. I really don't how fair all these.
How people will live a home, if drain is not working.I closed my water line because, I try to protect my property from water damage. If any water damage these guys never cover me. These guys need to protect my outside pipes not inside home. I took only outside coverage.
please ask them what reason drain blocked? Thier independent contractor found tree roots is the cause and they marked all the location and explained next steps what they are going to do to my friends. They explained details will submit to company and once approve they come and dig the drain and fix it. First one person came to property later his supervisor came drain camera and checked all these. Why these guys are trying to foolish all people.
I can't accept these childish reasons anyway and I paid $8000.00 to fix my drain. They should cover that amount. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your May 3, 2016 correspondence regarding the complaint filed by [redacted].
Mr....

[redacted] contacted AWR on May 2, 2016 to cancel his enrollment in the Water Line and Sewer Line Protection Programs and requested a refund for payments he made to AWR after he sold his property in December 2015.  Mr. [redacted] did not notify AWR that he sold his property until he called in May. Therefore his account remained active until he called to cancel his account.  Mr. [redacted]’s programs have been cancelled and AWR will refund the customer for payments received between January 2016 and May 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.