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American Waterworks

1307 Valleyhigh Dr NW, Rochester, Minnesota, United States, 55901-0213

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American Waterworks Reviews (%countItem)

I was impressed with how quickly the crew was able to get everything done. They were very professional and took the time to answer all of my questions.

I hired American Waterworks to help remove water from my basement... After they came, the crew broke a pipe that caused MORE water than we EVER had in our basement before to flood our basement. When I called American Water Works, they tried giving EVERY excuse they could to deny culpability for the flooded basement. Even the general MANAGER told me it "wasn't their problem"...

I would give American Waterworks as "ZERO" rating if google allowed it.

I have never been more disappointed in a service or project than I was with American Water Works...

DO NOT HIRE THIS COMPANY!

American Waterworks Response • Jul 31, 2020

Derrik, we did not give you any excuses and we told you numerous times that we would come out to assess the damage and see what the problem was. Time and time again, if our team makes a mistake, we go out and help the customer and make sure our mistake is resolved. We’re a reputable company that has been in business and helping customers for over 30 years. The situation wasn’t handled at all like you’ve explained in this review. You spoke to 6 or 7 different people in our company and you didn't want us to come back out. You weren't happy with any solution that we recommended after many conversations. You were using profanity and being disrespectful to our team. We will not subject our team to that kind of treatment.
The water you experienced in your basement after our crew did the installation, was from your washing machine and had nothing to do with our system. You had moved your washing machine away from the wall. We were not sure how the existing connections were. At that point in time, it would be your responsibility to move it back and make sure everything was properly connected. As stated in your contract, everything in the work area needed to be moved 6ft away from the walls. We’re sorry that this happened. It’s unfortunate for both of us because we certainly don’t want you to be dissatisfied with our work.

We had a great team that put our radon system in. Very professional

Joe M gave quote to raise garage floor of $3300, stated they raise grain bins so it will be no problem to raise this garage and concrete to level. Also told us no guarantees, was made to sign contract prior to start technicians that show to do job raised back half of garage ok, front half could not be leveled or raised, they stated they normally would cut concrete to try to stop concrete pieces from rubbing together but stated the company donated their face masks so they needed to use hammer drill and made large chips in concrete I was to pay for job that day before they left as contract stated I emailed joe following day to tell him I was not satisfied with the work he stated no gaurantees, I fell since job was not completed that full money should not be charged I feel half the money should be refunded so I can pursue other repairs to floor

American Waterworks Response • Apr 27, 2020

We did send the customer a refund for the requested amount. We believe that this is fair.

Customer Response • May 03, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 14291458, and find that this resolution is satisfactory to me. Thank you for your help.

I am very dissatisfied with the follow-through of the management of this company. I had a drain tile/sump installation which turned out great but the crew left a mess of concrete and other debris in a snowbank in my lawn. Once the snow melted, I discovered the mess that they left. After reaching out to the account manager, I didn't hear back for 7 days. After 7 days, I reached out via email again to inform them I was going to submit a complaint. No more than 10 minutes later, I received a call from the production manager. He promised that someone would make it out to clean up the mess ASAP and that he would follow-up with me later that day. That was 5 days ago with no call, email or anyone showing up to clean-up the mess they left! I paid $5000 for this project and definitely don't deserve this type of treatment!

I had a terrible experience with this company. While the representative with quick to get me quotes and upsell, when they changed aspects of the job they did not consult me. They changed the insulation, they moved my washer and now it doesn't fit where they placed the beam, and they cut through a joist to get the beam up, which the inspector did not like at all. I was there when the inspector told them to fix the joists and questions the specs for installing the beam, but they didn't have them. They told them the inspector they would make the changes and send pictures which they have not done, and the permit is still open. I do not trust them to complete a job and will not call them again.

I am extremely pleased with the completed window project at my residence. I had originally filed a claim #13579076 against the company, as I was previously discouraged and did not know how to resolve concerning matters. American Waterworks lived up to their reputation with their expert and professional services. They politely worked with me regarding my previous concerns. The crew did a great job cleaning the worksite and the completed project looks phenomenal.

American Waterworks and the team they sent out to do our basement were great! They were professional and friendly. They cleaned up everyday when they were done and took good care of the surroundings they were working in. I would recommend them.

I recently purchased a house in January of this year (2019) and was assured by the seller that the basement would stay dry because they had installed a basement drainage systems thru American Waterworks. Upon the spring thaw water was literally running from the location the American Waterworks system had been installed. This installed product was suppose to be running into my sump pump tank and then be pumped out of the house to the yard. As I observed the water entering my sump pump tank I noticed how little amount of water was actually entering the tank. Very little was draining into it! The rate of water coming thru the "treated wall" was as much and definitely faster than what was entering the tank. I call the company and to my surprise it would take weeks to have a tech come and repair the systems. During that time I was sandbagging and shop vacuuming the water every 4 hours for several day to avoid any water entering my finished basement which is not covered under insurance as it is considered seepage. Water ultimately did get under the vinyl plank flooring along with some trim damages as well. When I inquired about who would be paying for the damages (my understanding to the Lifetime Warranty was going to be now!) American Waterworks would not be covering any damages and any repairs, even the expense to make the system work!

When they did come several weeks later the first tech didn't bring any materials to repair the project as I was promised and now it would be another wait for another tech that would be sent later to do the "repair". The first tech recommended more of their product to be installed on a wall that did not show any sign of leaking for an additional $2000. I had observed that the water from the "treated wall" would follow to the center of the room and down along the adjoining wall . Eventually they installed approximately a 16" section to the adjoining wall and left the sheet rock section that they had removed to perform this "repair" and the new vinyl flooring section that they had cut out left for me to repair again at my cost.

I am very dissatisfied with the product and the service from American Waterworks. Every time it rains I am on high alert and check the basement for additional leakage.

Great service, knowledgeable people, very helpful. Would highly recommend.

July 16th, 2018 we had American Waterworks come out to our house to give us an estimate on fixing the concrete in the driveway with their PolyLevel System. After a 4-5 hour speal from Kevin *** & being told if we signed up on this day we would receive an efficiency discount of $407.76, so we did. September 5th, 2018 was the installation day, & we've been unhappy with this project ever since. First off there were 2 cracks never fixed, we now have more water pooling in an area that didn't before, causing water to leak into our garage floor & in the winter months turns to an ice rink which is totally unsafe for not just myself but for my 82 year old Mother. Also the promised cracks that were uneven that would be made even are still uneven which I had called American Waterworks in October being told they'd come out in November. Mitch came by, looked it over & stated they'd be back in the spring to fix it up. Appointment date was set for June 13th, only to have 2 guys show up on May 16th, I was at work & when I came home seen that the 2 sidewalk cracks had been sealed with caulk.? Nothing more had been done with the main driveway issues. I've called several times, talking with several different people, being put on hold, told Brian would call me back, never did, hung up on, finally talking with Mike who sent out 3 crew men, Trevor, James & Brevan who looked the job over & seen the issues telling me he, Trevor would see to it I would get a FULL REFUND-THREE TIMES being what I was promised wasn't what I got, stating he would get a hold of Wendy & if she didn't get back to me that day it would be first thing in the morning-never happened. On May 30th, Tom the Vice President stops by to check out the job his guys had done, saying he felt his guys did a great job & the only refund he would offer would be $400.00 to fix the area of the pooling water, which coincidentally happens to be the amount of the efficiency discount. This unsatisfactory job cost us
$3,669.86...

American Waterworks Response • Jun 03, 2019

This project included lifting nearly the entire driveway, steps, and sidewalk, and caulking every crack and expansion joint.

At our most recent visit to your home, we offered to grind the two cracks you are un-happy with, the response we received was that you didn’t want us doing anything else, and that you wanted all of the money

back. We are still willing to fix those areas, and stand behind the work we do.

The single area where water pools was lifted as high as possible, and was noted on the initial contract drawing as follows “pooling water, try to slope away from house”. We have offered to refund that portion of

the project ($400) and have recommended you replace that section.

Customer Response • Jun 11, 2019

I am rejecting this response because:

This driveway project was so called completed on September 5th 2018, with our sidewalk to the mailbox completely missed at that time .

Why, when the work was done in September 2018 should we be seeing trouble already in November 2018 if you’re company is supposedly so great? With more water pooling than ever before, cracks that were supposedly fixed are widening causing unmatched surfaces which makes for not only a tripping hazard, an ice rink in the winter time and when shoveling snow it is impossible not to get jabbed in the gut with the shovel handle. We DIDN'T HAVE THIS MANY ISSUES BEFORE!

Being one of your three employees here on May 21st, 2019 told me STRAIGHT OUT WE WOULD BE GETTING A FULL REFUND AT LEAST 3 TIMES THAT IS WHAT WE ARE EXPECTING TO SEE - Having any more work done by your company, American Waterworks would be a HUGE MISTAKE as we’ve found out once already why would we want any more problems?

American Waterworks Response • Jun 12, 2019

When Tom met with you on site, he went over each concern you had. The widening cracks you are referring to, were expansion joints that we were hired to caulk. Caulking the gaps would certainly not make the gaps larger.

The spot where the area of concrete is uneven, we can repair, as previously offered through the Revdex.com, as well as when Tom was on site. We feel we should be able to fix this area, not refund money for the entire driveway.

As we explained before, our representative that told you about a refund was referring to the area of pooling water. This area was noted on the contract (before the project) as such, and although not typical of our practice, we were willing to refund for this portion. We feel we are being very fair.

I have attached a picture from the job drawing section of the contract.

American Waterworks has been excellent to deal with and Ben their technician has a wealth of knowledge! Always friendly and conscientious! Everyone we have dealt with has been customer oriented!

Fast, Friendly, and Reliable services.

I am extremely disappointed with American Water Works.I hired the company to install installation and windows and ended up signing a contract. The company had removed old installation in my basement and sprayed new waterproof installation. They left my basement a complete mess! And did a poor job installing the new product. When I called the company, they did send a crew back out to clean up my basement. My Father still had to wipe everything off after the returning crew, as I am pregnant and did not want to be exposed. After this experience and second guessing the window installation project, I no longer wanted new window installed. However, it was too late to discontinue the process. On 5/14/19 the company came out to install the new basement windows (to prevent water leaks and make the house more energy efficient). The crew was unable to finish the job because they had all the wrong size windows! To no surprise, dirt clumps and smudged dirt was left all over my basement floor. One window I had requested to be "filled in" as it no longer served a purpose, and had water leakage; they were able to complete. On 5/23/19 after two days of rain, I had standing water in the basement! It clearly did not fix the issue. I feel hoaxed into this window project. Even worse, before this week’s issues, the company never called me to inform me about the new order of windows or when they will be installed. I had to call them the following week to find out! The new windows will not be installed until 6/18/19. The side of my house has been left all dug up and muddy. I needed to have the landscape project done asap as I will be temporarily vacant from the residence due to my pregnancy. I don't know which direction to turn resolving these issues. I briefly spoke with someone in the office regarding my concerns. She was very polite and understanding. However, all she could do was apologize for the “inconvenience.” She didn’t recommend any help or resolution in the matter.

American Waterworks Response • May 31, 2019

We sincerely apologize for the inconvenience. Our inspector who was at your home miss-measured the windows, and we had no choice but to re-order the correct windows. Our windows are custom ordered for each project. We stand behind the work we install and would like to keep our appointment to complete the project. We are planning to install the new windows, and clean up the work site. Our invoice was automated and sent with the intention that the work was done – it goes without saying, but you do not need to pay until the project is finished.

If you would like, we can certainly refund you for the portion of the project that has not been completed, and cancel all remaining work.

American Waterworks Response • Jun 11, 2019

We are scheduled to return next Tuesday to complete the project. We would like to be given the chance to complete the project to your satisfaction. After the work is completed, if necessary, we could have a conversation about compensation. During our visit next Tuesday we can address the blocked in window as well.

Customer Response • Jun 12, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Yes, it is absolutely necessary that I have a conversation with one of your specialist or "management" members at my residence, to review the work, and discuss the windows, either prior, or post completion of the project.

I had them in stall 2 window wells that should keep the water out of them and my base ment 2 years ago. After the first year the window wells leaked and flooded my basement I had to fight with them to come out and look at them and they said it was installed wrong. Now I'm having the same problem and I a can't ever contact the sevice manager. Then they booked a date to come out and look at the problem, so I took a day off work but they never showed up. I feel I have been more than fair and patient, but know fed up with them and there life time warrenty

American Waterworks Response • Apr 19, 2019

I apologize for our recent attempt to inspect the windows. Southern Minnesota was under a major snow threat, and we tried to make it but decided it safer for our crews to stay home. Our sunhouse basement window wells are designed to let light in, and can divert water. These are not a basement waterproofing solution, and do not come with a lifetime warranty. If a window well is becoming overloaded with water, we recommend making sure the grading of the yard is correct, keeping gutters cleared, and making sure snow/drifts are removed. We are still available to inspect the window wells for craftmanship, please let us know if you would like to reschedule.

My experience with American Waterworks was outstanding and I recommend the company anyone in need of there services. There team was well trained , professional and friendly. Thank you for helping me American Waterworks !!

We hired them to install an interior drain tile in a finished basement. They did not install it properly and had to tear up the perimeter of lower level for a second time. Improper install included:
Window Well drain not properly attached to Waterguard.
Window well drain not sealed properly and was leaking.
Waterguard filled with cement when floor was poured.
Waterguard filled with mud due to lack of covering around the water guard.
Waterguard cut at Piers (not a continuous system) allowing water to come into the home at all piers.

We are not asking for charges incurred from the initial install. We are asking to be reimbursed for charges for all of the work needed to be done from the water damage & replacement of the system because of their several errors.

American Waterworks Response • Jan 09, 2019

We have been working on this issue for some time. We found a crack in the foundation and gaps around an egress window that was not installed by us. In our opinion this is where the water intrusion was coming from.We fixed these areas and from what we understand this has been dry ever since. This is the only area that water entered the basement (bedroom) We did notice that our system was not continuous system at the time that we were working on the fix- we then proposed to fix this issue and stated that we would cover the cost to have the carpet re-stretched and pay to have new pad put down. Additionally, we would pay to have the tile replaced in the bathroom. We asked to get an estimate for this. We do not feel we are liable to replace all of the carpet in the basement. We are will to help with the area that was affected.

Customer Response • Jan 10, 2019

I am rejecting this response because:
American Waterworks installed a faulty system with several errors on their work. This resulted in having to tear up the entire lower level after we finished remodeling it. The images show the carpet pulled back, padding torn out and trim ruined from cement and scratches. The carpet could not be reinstalled/stretched again. It needed to be replaced. I emailed Travis on 8/31/17 with an estimate of $7622 for removal, rep adding and new carpet. My invoice is higher than that amount because I went with a waterproof laminate floor. I do not expect them to pay the difference. They offered to send someone to get an estimate for themselves. I agreed but they never followed up. I have video and a lot more photos that I can share with you if needed. I will not accept an offer until they have a specific amount they are paying.

American Waterworks Response • Jan 14, 2019

Our last communication with the customer was our company requesting an itemized bill, as we felt the estimate was not for related work. Certainly, switching the basement to laminate flooring would be a considerable cost. Also, a change from carpet to hard flooring would require that all the trim board be replaced as well. We were in the process of agreeing to pay for the back bedroom where the problem occurred. We would be willing to pay for the carpet and padding in this room and the pad for a two-foot perimeter around the whole basement, along with re-stretching of the carpet. The carpet in the main room did not have water damage.

The team is great and you can tell they know exactly what they’re doing!

6/6/2013 we hired American Waterworks to deal with a wet basement issue. The basement ( other than one minor issue has been fine ) however we have had six appointments ( counting the two "no show, no call" appointments.). The drain that is supposed to direct the water away from the house has been a disaster. The cap blew off twice, the whole thing has buckled out of the ground and has never drained correctly, confirmed by a former employee. ( you never see the same guy, employee turnover could be the problem, nobody sticks around long enough to learn the job.) Last guy here on 5/25/18 Nick, took a picture, sent it to what I assume was a supervisor who suggested I plant water friendly plants around the drain. A family member who is an attorney looked it over, read the warranty and all my documentation ( everyone who came down for the last five years, names dates and times) and said "Well, I'm not a contractor but it looks to me this wasn't install correctly". So, I called a contractor friend with a 30+ year successful business. He took one look at it and said " What the hell were they thinking?" He told me how he would have done it and what he would do to fix it. I've tried to reason with these people but no success. I'd just as soon resolve this without going to court but I have a lot of time on my hands and have had enough. Plant water friendly plants???

American Waterworks Response • May 31, 2018

In 2013 we were hired to install a perimeter waterproofing system with a 15 foot exterior discharge line. Our original contract made note of wall cracks and we were called back after the job to address the wall cracks - we fixed the additional problem for free. The remaining service calls were to address the exterior discharge line. We have returned to fix the lid issue, to our knowledge this was corrected. The remaining problem is the saturation of the yard. Our service area has experienced heavy rain the last two years which will result in the sump pump having to pump more water from the basement. We are happy to hear the the basement is dry, and our system is working correctly. The water pumped from the basement ultimately has to end up somewhere. We charge a linear foot charge to move the discharge line, and we have extended it once for free. We are more than happy to provide an estimate to extend the discharge line further into the yard, but we still cannot control the saturation at the discharge point. The other option is that we install a flexible hose above grade, so that you can move the line to different parts of your yard at your convenience. On occasion, previous customers of ours have extended discharge lines by themselves, or hired other contractors to do the work for them. This could possibly be an option for you as well.

American Waterworks Response • Jun 13, 2018

If you would like us to return and install a small amount of river rock around the discharge point we would be happy to do this free of charge. This is not something we typically do, but we are willing to help. As you mentioned in your previous response, we have also suggested planting water friendly plants. Please reach out to us if you would like our help.

Customer Response • Jun 14, 2018

I am rejecting this response because: A "small" amount of river rock? I don't think they a capable of doing this correctly. I would prefer to hire a reputable local company to fix the problem on American Waterworks' dime. An experienced company with long term professional employees who know what they're doing. Please refer to my original complaint. Employee turnover seems to be an issue with them. The water friendly plant suggestion is insulting. I'm not going away. I will continue to advise people to stay away from AW. I'm know I've cost them at least two local jobs just by telling people what happened to me and suggesting they stop by and look at my yard. Thank you.

On December 4, 2017, we were sold a radon system from American Waterworks. We thought they were an honest and reputable company. We paid
$3,888.00, up front, for the radon system, along with the sani-dry whole house dehumidifier. We wanted to get the sani-dry system installed May 1st, 2018 because of the warranty of only a few months and it would not be used in the winter. They agreed to this, at the time of sale and did bring it May 1st. Our real problem started with the day of installation, on December 28, 2017. The guys were here to install everything and when they went to put the fan in, my husband questioned the fan. They had a new one, but did not have the cord on it. They went to install a fan, instead, that looked used and my husband said something. They said it was only used a few days and was smaller than what was supposed to be put in. It was dirty and obviously used somewhere else. They said they would bring a new one back the next time they came. They said they had to come back because they could not get their electrical filter to work. They had pinched a wire and blown a fuse. When he came back with a new filter, to fix the problem, they promised to bring a new fan. We had already called to complain about this problem. The company took several times to answer, until we got angry. All along they had agreed that we paid for a new fan and we should get one. When the sani-dry was delivered, they still did not want to make this good, because they gave us another option we did not like. After several times of promising we would get the new and right fan, they said they could finally replace the older one but would void our warranty on the new fan! WHAT!!!! We need our conditions of the contract honored. They are not good at calling back and still don't know if they are going to do anything about it. We want the new fan, out of the box, put in and under warranty! That is what we paid for!

American Waterworks Response • May 02, 2018

I apologize for the inconvenience. We had a miscommunication on our end. We had our service department reach out to the customer to have a new fan installed, and will follow through until the customer is satisfied.

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Address: 1307 Valleyhigh Dr NW, Rochester, Minnesota, United States, 55901-0213

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+1 (507) 356-6021

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