Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your April 1, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in AWR’s Water Line and Sewer Line Protection Programs.  In November 2015, Ms. [redacted]’ programs were scheduled for...

renewal, but AWR was unable to process the renewal because we did not have updated payment information due to problems with Ms. [redacted]’ credit card. On November 23, 2015, AWR sent Ms. [redacted] a letter asking her to update her payment information within 30 days to avoid program cancellation.  AWR did not hear from Ms. [redacted] and her programs were cancelled.  AWR advised Ms. [redacted] that she may re-enroll in AWR’s programs by contacting our customer service center and providing proof of repair of her sewer line along with her enrollment information.  We further advised Ms. [redacted] that the effective date of her program with AWR is 30 days after the enrollment is processed.  Ms. [redacted] was also informed that her re-enrollment would not affect the status of her claim, which would remain denied.  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:This response provided is the same exact verbatim response that was previously provided.  I provided additional supporting documentation of charges debited from my account by this company and there is still some inconsistences with their calculations and software system.  What happened to the payments that were debited out of my account after the three payments were satisfied on July13, 2016? If the payments were satisfied why did AWR constantly debit my account for various amounts that they are still doing as of today on a closed account.   What is rather odd, as of this morning 11/1/2016 AWR is still trying to debit money from my account for services that have been cancelled since August 2016 please see below.  Please feel free to contact me at [redacted] or via email at [redacted]  Your assistance is greatly appreciated.  Thanking you in advance. [redacted]
[redacted]
[redacted]    [redacted]
[redacted]    
Regards,
[redacted]

[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 October 11, 2016 correspondence regarding the rejection filed by [redacted]. While we disagree with Mr. [redacted] assertions in his recent rejection, AWR is reviewing Mr. [redacted] claim for further consideration.  We will work directly with Mr. [redacted] in an attempt to amicably resolve this matter.  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 January 29, 2015 correspondence regarding the complaint filed by [redacted] In June of 2014, Ms. [redacted] notified AWR that she was experiencing a sewer line clog. AWR dispatched a contractor who cleared the...

customer’s sewer line. In August of 2014, the customer reported another sewer line clog. AWR’s contractor cleared the blockage and conducted a camera inspection of the sewer line. The contractor found that the customer’s line was shared with at least one neighbor. AWR’s contractor also determined that Ms. [redacted]’ sewer line issues resulted from a problem on the sewer line of a neighboring property. Ms. [redacted] was informed that pursuant to the terms and conditions of the Sewer Line Protection Program, AWR does not cover to repair any portion of a customer’s sewer line that is shared with a third party. As a result, Ms. [redacted]’ request that AWR repay her for the cost she incurred to replace her sewer line as well as all Program fees that she has paid since enrolling remains denied.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 fully 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 October 26, 2015 correspondence regarding the complaint filed by [redacted].[redacted] was enrolled in AWR’s Sewer Line Protection Program. On September 24, 2015, [redacted] contacted AWR and explained that everything in...

his home was draining slowly. The AWR claims representative reviewed the program terms and conditions with [redacted] and assigned a contractor to handle his claim. [redacted] confirmed with the contractor that he was not experiencing slow draining pipes or a backup, which are indicative of a clogged sewer line. Pursuant to the Program Terms and Conditions, AWR will repair a clogged sewer line resulting from normal wear and tear. As a result, [redacted]’s claim was denied.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 January 13, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] was a customer of AWR’s In-Home Plumbing Emergency Program (IHPP).  On November 11, 2015, Mr. [redacted] contacted AWR and...

reported a back-up on the drain line for his washer.  Mr. [redacted] was not enrolled in the IHPP at that time and as a result, his request for service was denied.  Mr. [redacted] enrolled in the IHPP on December 11, 2015. During his enrollment call, Mr. [redacted] was informed of the 30-day waiting period and that any condition occurring prior to the effective date is not covered under the program.  Mr. [redacted] contacted AWR on January 11, 2015 to report the drain line for his washer was clogged.  Pursuant to the IHPP Terms and Conditions, AWR will repair clogs or blockages to the drainage system if they occurred on or after the effective date.  Mr. [redacted] was asked to submit proof of repair verifying that the issue he experienced on November 11, 2015 was fixed and that the problem he called about on January 11, 2016 was separate from the one he originally reported.  To date, we have not received documentation from Mr. [redacted].  His claim was denied in accordance with the Program Terms and Conditions.  Mr. [redacted] cancelled his enrollment and AWR is providing him with a full refund for the IHPP. 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.  Please contact me with any questions.  Thank you for your time and consideration.