Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, correspondence regarding the rejection filed by [redacted] Mrand Mrs [redacted] are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWRThey paid the program fees using a debit cardThe debit card information recorded in the [redacted] account expired, and as a result, they were sent a renewal noticeMr [redacted] called AWR to update his debit card informationShortly thereafter, AWR received a check from the customer to renew the ProgramAfter receiving the check, AWR inadvertently charged the debit cardA refund check for the duplicate payment was sent to the customer.If Mr [redacted] did not contact AWR initially about his request for a refund, he would have received a letter advising him of the duplicate paymentHowever, there was a delay in updating the account because of the duplicate payment issueWe apologize for any inconvenience the customer may have experienced as a result of this issueAWR takes all consumer concerns seriouslyWe trust that the foregoing explanation is responsive to the customers’ concerns and useful to you in your investigationPlease contact me with any questionsThank you for your time and consideration

Complaint: [redacted] I am rejecting this response because: I don't think they are taking responsibility for THEIR OVERSIGHT or the UNETHICAL matter in which our refund was handled Their explanation makes it appear as if this was an error on the part of my husband and I that WE overpaid our account When in FACT they sent a paper bill and received payment PRIOR to an electronic debit that was set up whereby THEY TOOK AN ADDITIONAL PAYMENT It took nearly months to clear the matter up AND that is ONLY because my husband and I caught the error on our bank records and continued to follow up with the $oversight It was also interesting how our complaint and our bookkeeping records saved of their customers from being neglected in refunds (according their customer account manager) We have since received our overpayment - that should have NEVER happened if they ran an ethical billing process Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 31, correspondence regarding the complaint filed by [redacted] Ms [redacted] notified AWR on October 29, that she was experiencing a water line leakAWR dispatched a contractor to investigate the issue Upon investigation, the contractor detected that the customer’s water line appeared to be made of [redacted] but he could not confirm the pipe material until excavating the area to expose the water lineThe customer was informed that pursuant to the Terms and Conditions of the Water Line Protection Program (WLPP), AWR does not repair service lines that have been the subject of a recall or class action litigation, such as [redacted] Prior to the scheduled repair on November 5, 2014, Mr [redacted] contacted AWR to inquire about replacing the water line instead of making a repairAWR’s specialist informed the customer that AWR approved a repair but he could speak with the contractor about replacing the entire water line at his own expenseAWR’s contractor excavated, exposed the water line and confirmed that the water line was made of [redacted] As a courtesy, AWR paid the costs to repair the water lineThe customer chose to have the remainder of the line replaced and paid the contractor directlyMs [redacted] ’s water line issue has been resolved and this claim is considered closed.AWR 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 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

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 29, correspondence regarding the rejection filed by [redacted] Ms [redacted] was a customer of the Sewer Line Protection Program (SLPP)The SLPP covers repairs to blocked or clogged sewer lines; it is not a preventive maintenance programMs [redacted] reported a blocked sewer line on April 4, and AWR sent a contractor to investigate the issueAWR’s contractor determined that Ms [redacted] ’s sewer line was not clogged, and as a result, it was not necessary for him to clear the line or make any repairsMs [redacted] later submitted an invoice, requesting repayment for out-of-pocket expenses she incurred by hiring her own contractor, dated April 26, If Ms [redacted] experienced a sewer line issue after the service visit on April 4th, she could have contacted AWR to request that another contractor be dispatched to evaluate the problemPursuant to the SLPP terms and conditions, AWR will not pay any costs incurred by privately hiring a contractorMs [redacted] ’s request for repayment for the out-of-pocket expenses she incurred to hire a private contractor remains deniedAWR 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 Ms [redacted] ’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: [redacted] I am rejecting this response because: the AWR contractor never cleared my sewer line, and because the results of his video camera inspection were incorrect.Contrary to AWR’s assertions in its most recent response, its contractor never cleared my sewer line Rather, the contractor attempted to clear the sewer line by using a snake, which did not completely work The contractor then attempted to clear the sewer line by using a water jet system, which also did not completely work These failures resulted in the video camera inspection that AWR referred to in their letter Had the AWR contractor properly cleared my sewer line, the video camera inspection would not have been necessary.As previously noted, the results of the AWR’s video camera inspection were completely incorrect My reliance on AWR’s misrepresentation caused me to incur $11,in out-of-pocket expenses that AWR should have covered, and that AWR now needs to now reimburse.AWR claims that their company advised me to remove the “item” in my sewer line, and then notify AWR so their contractor could make the necessary repairs that he could not previously fix As discussed with multiple AWR representatives at the time, this was impossible to do My sewer line is located below a concrete walkway on a public street In order to remove the “item” that AWR incorrectly stated was in the sewer line, I needed to break up the concrete; once the concrete was broken up, it would be unsafe to leave the public walkway open while we waited for an AWR contractor to further investigate Again, I invited AWR to perform the procedure themselves, but the company refused, likely due to the large expense involved with the project.AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect In a letter dated May 5, 2014, a licensed sewer and water main specialist attested to the fact that he personally opened up the sewer line, and that no foreign object was found An in person inspection by alicensed professional is certainly more reliable and accurate than a video camera inspection Despite this evidence, however, the company has chosen to reiterate its prior incorrect position The company’s blatant disregard and cavalier dismissal of the contradictory objective evidence provided to them is insulting and is a waste of the Revdex.com’s time, energy, and resources.In sum, AWR made a statement to me that turned out to be and incorrect I relied on that statement in good faith, and I was forced to incur $11,in out-of-pocket expensesAWR admits that that they would have repaired my sewer line if no foreign object was present, but now refuses to honor their duties under my insurance policy The company should be sanctioned for its irresponsible and disingenuous behavior.Regarding AWR’s comment that my water line did not have a leak, the company ignores the fact that once lead pipe is exposed to the air, it develops leaksThese leaks would have lead to a subsequent excavation of the concrete at an additional expense at a later time.I reject the response, and I demand that the company reimburse me for my out-of-pocket expenses totaling $11,600.00, as well as for my insurance premiums that the company deceptively accepted without performing its duties under the policy.Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, correspondence regarding the complaint filed by [redacted] notified AWR that he was experiencing a clogged toiletAt 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 blockageNevertheless, [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 IHPPWe 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 officeWe trust that the foregoing explanation is fully responsive to [redacted] ’ 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: [redacted] I am rejecting this response because:I reject AWRs' response because their plumber did not do everything possible to ascertain that the problem was not in the houseI have photos and videorecordings of the plumber I hired out of pocket snaking the line in the houseThis was AWRs' responsibility Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 15, correspondence regarding the complaint filed by [redacted] On April 4, Ms [redacted] 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 [redacted] notified AWR that she hired a private contractor to clear her sewer lineMs [redacted] 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 [redacted] did not experience an issue on her sewer line, her repayment request was deniedPlease be advised that since AWR’s contractor determined that Ms [redacted] 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 [redacted] 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 [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to Ms [redacted] ’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: [redacted] I am rejecting this response because: They still do not address the issuse of why the insurance lapsed That they sent the notice to a dead person who lived in California I understand I am just one person and they don't have to try to keep me happy, besides who could I tell that would have any consequenses to them I am not an well known wealthy person but I do have a City Counsel Person who is up for election, the Editor of the local papers, and Military friends all over the United States who receive national magazines (I am a life Member of many of them) [redacted] it seems would be interested in scams that impact SeniorsThe local water company claims not to be associated with the company but they are owned by the same Parent company and they will be made aware of the problem All I asked was to be treated fairly Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Contrary to their remarks I was experiencing a sewer line backup They refused to send someone out, as I have previously stated, simply because I had called someone else firstThese are the kinds of excuses unethical companies use to wriggle out of paying claims It's just legaleez for "...we really don't want to pay any claims, but we want you to pay us" This company is a scam, so buyer beware! Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: As I said before, AWR is very dishonest and does not care about Customer concerns, and i'm still waiting for the payment of my water line replace Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: It is a complete misrepresentation and not even associated with the [redacted] here in [redacted] MoI called and askedIf I sent a check for $5.00, iWant a copy of that check as my Bank does not send me a copy of the checks but you should have a copy of it on fileI have not received any mail regarding this issue but I will keep pursuing it until I get ALL the proof I need to resolve the issue Regards, [redacted] ***

American Water Resources (AWR) appreciates the opportunity to respond to your March 12, correspondence regarding the rejection filed by [redacted] As previously stated, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP)Since AWR has recently learned that Ms [redacted] ’s water line is made of a defective material, AWR has cancelled her from the Program and issued her refund check on March 13, for all Program fees that she has paid.Under section of the WLPP terms and conditions, it states that AWR will not pay for repairing anything caused by defective materials, such as material that has been the subject of a recall or class action litigationMs [redacted] may find the WLPP terms and conditions on AWR’s website: www.awrusa.com.In reference to the WLPP cancellation letter that Ms [redacted] received, please be advised that this letter was sent to her in errorA cancellation letter providing the correct information will be mailed to her.AWR 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 Ms [redacted] ’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 May 12, correspondence regarding the complaint filed by [redacted] ***Mr [redacted] correctly submitted his new banking informationThe change has been made to his accountThe next monthly program fee will be debited from the new account he providedAWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to Mr [redacted] 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 September 19, correspondence regarding the complaint filed by [redacted] ***AWR sent an enrollment packet for the Water Line Protection Program (WLPP) to Mr [redacted] addressHowever, the packet was addressed to his mother-in-lawMr [redacted] crossed out his mother-in-law’s name and hand-wrote in his own name before mailing the enrollment form to AWR with his checkThe [redacted] were enrolled in the WLPP, but the name change was not madeNevertheless, a confirmation of enrollment letter was sent to Mr [redacted] address, but again, it was addressed to his mother-in-lawMr [redacted] never contacted AWR to dispute the name on the accountStarting days prior to his program expiration date, multiple renewal notices were sent to his addressMr [redacted] never responded to the renewal notices and therefore, the WLPP coverage expired in May On September 15, 2014, Mr [redacted] called to report a water line leakThe representative informed the customer his coverage expired, and subsequently, his claim was deniedLater that same day, Mrs***, called to enroll in the WLPPOn September 16, 2014, Mrs [redacted] called AWR to report a water line leakThe representative informed Mrs [redacted] that to obtain service, she must submit proof that the water line leak reported the previous day was repairedThe AWR representative informed Mrs [redacted] that she will not receive service from AWR for her water line until the leak that was reported on September 15, has been repairedThe customer was also advised of the option either to remain in the WLPP or to cancel the program; Mrs [redacted] chose not to cancel the WLPPMr [redacted] WLPP expired in May of and he did not contact AWR until an issue occurred in September of As a result, his request to have AWR repair his water line leak remains deniedAs previously stated to the customer, we encourage Mr [redacted] to have his water line repaired and to send AWR the invoices along with proof of payment so that AWR may consider any future water line claimsMr [redacted] may send his itemized invoices and proof of payment to [redacted] attention by fax: ###-###-#### or email: [redacted] If we do not receive the necessary documentation by October 15, 2014, we will cancel the [redacted] enrollment in the WLPP pending receipt of the proof of repair; their Sewer Line Protection Program and In-Home Plumbing Emergency Program will remain activeAWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] 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 July 28, 2015 correspondence regarding the rejection filed by [redacted] .As previously explained, the [redacted] claim was denied because [redacted] initially advised AWR that a private contractor cleared the line and she confirmed that she was not experiencing an issue when she contacted AWR. AWR has fulfilled its obligations under the Agreement. Therefore, the claim remains denied.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 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 January 19, correspondence regarding the complaint filed by [redacted] On February 1, 2014, Mr [redacted] notified AWR that he was experiencing a sewer back upThat same day, AWR dispatched a contractor to investigate the issueAWR’s contractor conducted a video camera inspection of the sewer lineUpon investigation, it was determined that Mr [redacted] had a piece of equipment stuck in his sewer lineAt that time, the customer was advised that pursuant to the terms and conditions of the Sewer Service Line Protection Program (SLPP), AWR does not repair anything caused by the customer or any third partiesAdditionally, the customer was advised that AWR’s contractor would be unable to provide any further service until the item was removed from the sewer line by a private contractor hired by Mr [redacted] In Mr [redacted] ’ complaint, he stated that he hired a private contractor to remove the piece of equipment that was in his sewer line; however, the customer stated that his private contractor did not find any equipment in the line, only tree rootsAfter receiving the customer’s complaint, AWR once again reviewed the video camera inspection that was completed by AWR’s contractor and it was confirmed that a piece of equipment was in the customer’s sewer lineMr [redacted] is requesting that AWR repay him for the cost he incurred to hire a private contractor to replace his sewer and water lines, as well as all Program fees that he has paid since enrolling in March of Since it has been confirmed that Mr [redacted] had a piece of equipment in his sewer line and there is no evidence of any leak or break to the customer’s water line, his requests have been denied.AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Mr [redacted] ’ 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 27, correspondence regarding the complaint filed by [redacted] ***Ms [redacted] notified AWR that she experienced a verified leak on her water lineUpon 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 ProgramAWR’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 officeWe trust that the foregoing explanation is responsive to Ms [redacted] 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 May 27, correspondence regarding the complaint filed by [redacted] ***A representative from AWR’s escalation and compliance team contacted Mr [redacted] and she thoroughly reviewed the terms and conditions of the IHPP with himMr [redacted] confirmed his request to cancelHis programs were cancelled, effective May 3, 2015, and a pro-rated refund was issued.AWR takes all consumer concerns seriously and we regret that this issue caused Mr [redacted] to file a complaint with your officeWe trust that the foregoing explanation is responsive to Mr [redacted] 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