Dumpling House

Complaint: [redacted] I am rejecting this response because: AWR is a very dishonest business for many raisons:1- if you doesn't cover polibutylene pipe, why don't you ask the Customer what kind of pipe you have before you enroll for the policy? you don't ask any question because you know for sure it doesn't matter what kind the pipe , you would denied anyway the claim.2-tell me where in the policy you make exception of kind of pipe you cover? AWR set Customers up in a way to denied their claim3-AWR As soon as you denied my claim and you sent me a letter of cancellation of service and in your letter you claimed that I requested the cancellation, that not true, I did not request cancellationI request my claim to be pay that all Once again I requested that my claim to be pay in full without excuses from AWR, i'm tired to hear excuses from them Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: AWR’s response was completely untimely, and because the response did not add anything new to my complaint. First and foremost, AWR defaulted on its opportunity to respond to my complaint. I rejected AWR’s prior response on March 14, 2015. A rebuttal was necessary within ten calendar days of that rejection. AWR did not respond until April 8, 2015, nearly thirty days later. Additionally, AWR’s response failed to provide a reasonable excuse for the delay, and it certainly did not provide proof of a meritorious defense to my claim.AWR also failed to provide any new information in its response. Significantly, AWR failed to provide evidence conclusively showing that a foreign object was in my sewer line. Rather, AWR merely attempted to shift their burden to me by forcing me to review their video camera inspection outside the presence and forum of the RevDex.com. I reject this delay tactic and refuse to do so.Once again, I formally demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line. If that evidence is in the form of a video camera inspection, then AWR must upload that inspection to the RevDex.com system so that it can become part of the record. Additionally, I demand that AWR provide, in writing, the following: a description of the alleged foreign object contained in my sewer line, along with the size of the foreign object, the shape of the foreign object, and the location of the foreign object in the sewer line; and a description of the sewer line piping, including the color of the piping, the condition of the piping, and the material from which the piping was made. To be clear, AWR has had four opportunities to provide evidence rebutting the fact that no foreign object was contained in my sewer line and rebutting the independent letter provided by the contractor that actually opened up my sewer line and found only tree roots. AWR has continued to waste the RevDex.com’s time, energy, and resources, and has failed to provide the requested information. As stated previously, AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect. My reliance on AWR’s false misrepresentation caused me to incur $11,600.00 in out-of-pocket expenses that AWR should have covered, and that AWR now needs to reimburse. This statement is especially true in light of the fact that AWR defaulted and failed to provide a timely rebuttal to my prior response. 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. As discussed in greater detail above, I also demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line. I further request that the RevDex.com sanction AWR for its flagrant disregard of the facts of this case and for its frivolous conduct in the handling of my claim. Regards, [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, correspondence regarding the complaint filed by [redacted] [redacted] s wife initially contacted AWR on May 21, to report a toilet back up [redacted] advised AWR that she privately hired a contractor to investigate the back up and clear the lineBased on the description of the problem, AWR informed [redacted] that the issue was an in-home problem that was not covered under her husband’s Water and Sewer Line Protection ProgramAccording to [redacted] , the contractor she retained cleared the sewer line and advised her that the line had tree roots and was broken in several places [redacted] also demanded that AWR send a contractor to her property to camera the lineAWR informed [redacted] that since the line was clear AWR would not be dispatching a contractorBased on the foregoing, AWR denied the claimSubsequently, the customer cancelled the program and AWR refunded the customer $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 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

Service at property now in the customer's name Meter changed and customer will now be billed for service here Old meter was still at property but was listed in system as removed Based on that will recommend no backbilling for this customer

Complaint: ***
I am rejecting this response because:the information is inaccurateThey don't even have my name spelled correctlyThey did don't conduct an investigation or even tries to speak to the contractor that did the jobThis company doesn't want to do its jobThere own contractors insist and say they are responsible for the work and they are denying it.
Regards,
* ***

Complaint: ***
I am rejecting this response because:
As I stated previously, since precisely I asked if I had a backup of wateroutside my home walls- what should I doI was told to go ahead and get my plumber to check where the blockage wasIts on the phone recording at American Water Resources where the rep advised me to get someoneExactly so they would then say my back up was no longer thereI called back for them to send camera out to diagnose where in my lawn was the backupThey refused point blank to do soIt has cost me $9,which is why I bought insurance in first place for outdoors and $4,for indoors which my real insurance company NJM coveredI have my town sewer service and plumbing company and NJM all as witnesses to this backup.American water resource is a dishonest company that needs to go out of business in the state of NJ or cover what it advertises.Look at all the complaints on Revdex.comDeceptive practices and are very willing to refund so people won't complain
Regards,
*** * *** ***

American Water Resources (AWR) appreciates the opportunity to respond to your December 17, correspondence regarding the complaint filed by *** *** The previous owner of *** *** property was enrolled in AWR’s Water Line (WLPP) and Sewer Line Protection Program (SLPP) and paid the program
fees via their water utility billAWR was not notified that the ownership of the property had changedAs a result, the previous owner’s Programs were not cancelled and the program fees remained on the water bill.Per *** *** request, she will receive a credit on her water bill for those months she was not enrolled in the programHer current program fees will continue to be applied to her water bill quarterly until she cancels the programThe credit will appear on her next water bill statementAWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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 March 3, correspondence regarding the rejection filed by *** ***Please be advised that as a service contract provider, AWR does not pre-inspect water lines prior to enrolling customers in the Water Line Protection Program (WLPP)AWR cannot be certain of the material of a water line unless excavation is performed and the line is exposed.In accordance with the terms and conditions of the WLPP, AWR covers repairs to leaking and broken water lines that are caused by wear and usageLeaks and breaks in polybutylene pipes do not result from wear and usage, rather, polybutylene is a defective material that fails prematurelyTherefore, the product is no longer made and not covered by AWRAs a result, Ms***’s request to have AWR repair her water line remains deniedAdditionally, Ms*** has been cancelled from the WLPPThe customer will receive a refund for all monies that she has paid into the WLPP; a check in the amount of $will be mailed to herAWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is responsive to Ms***’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 January 8, correspondence regarding the rejection filed by *** ***The In-Home Plumbing Emergency Program (IHPP) offers coverage for two separate systems; the supply system and the drainage systemIn accordance with the terms and conditions of the IHPP, AWR will pay to repair leaks or breaks to a customer’s supply system and clogs or blockages to a customer’s drainage systemIf Ms*** experiences a leak or break to her supply line or a clog or blockage of her drain line, AWR will dispatch a contractor to investigate the issue.In Ms***’s rejection, she referred to her October 3, telephone conversation with AWRDuring a review of the call, the customer stated that her water company advised her to replace her water pressure-reducing valveAfter the customer hired a private contractor to replace the water pressure-reducing valve, she was still experiencing low water pressure in her shower and washerAt that time, the customer contacted AWRShe was advised of the IHPP terms and conditions and that pressure-reducing valves and low water pressure are not covered under the IHPPSubsequently, Ms***’s claim remains deniedAWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Ms***’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 *** ** correspondence regarding the rejection filed by ** ***After reviewing the invoice that Ms*** submitted to AWR, it has been determined that the invoice is not detailed enough in order to make a decision regarding the customer’s requestAWR has been in contact with Ms***’ contractor to collect the remaining items that are necessary to conclude its investigationOnce the detailed invoice has been received, AWR will notify the customer with the results of its findings.AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** 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 December 15, correspondence regarding the complaint filed by *** *** In *** *** complaint, he requested that his mother, *** ***, be removed from AWR’s mailing listPer *** *** request, ***
*** has been removed from AWR’s mailing list and she will no longer receive mail from AWR.AWR takes all consumer concerns seriously and we regret that this issue caused *** *** 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 ***, and find that this resolution is satisfactory to me
American Water Resources has informed me that they will be repairing my sewer line. Arrangements have been made at the behest of one of the affiliated plumbing contractors to commence repair on Tuesday, April 14-15, 2015. I am very satisfied with this resolution. Thank you Revdex.com for your consumer advocacy and thank you American Water Resources for doing the right thing in the end
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
AWR provided incorrect information, and had poor customer service throughout each of the three contacts I had with themI would like AWR to cancel my contract and provide a full refund of my few payments to date for their poor customer serviceThey did not hold up their end of the customer agreement by providing professional representative customer service.
Regards,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your April 23, correspondence regarding the rejection filed by *** ***.Pursuant to Ms*** request, a copy of the signed check that she sent to AWR to enroll in the Water Line Protection Program (WLPP) was mailed to the customer on May 1, Additionally, a copy of Ms*** signed enrollment form authorizing AWR to debit all WLPP monthly charges from the account she provided was sent to the customer on April 16, 2015.We trust that the foregoing explanation is responsive to the Ms*** 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: ***
I am rejecting this response because: the results of the company’s video camera inspection were incorrect. At the company’s insistence, I hired a contractor to repair the sewer line. However, the contractor only found tree roots in the sewer line, and he provided the attached letter to that effect. He did not find any snake, piece of equipment, or other foreign item, as the company had allegedly indicated as grounds for not repairing my sewer line themselves. Since the tree roots were obviously not caused “by the customer or any third parties,” the company had a duty repair the sewer line under the policy. The company failed to do so, and the company failed to reimburse my out-of-pocket expenseswhen it forced me to arrange for the repairs myself.The company’s investigation was unreliable, incorrect, and insufficient. Had the company performed a proper investigation, it would have recognized that there was no piece of equipment or foreign object in my sewer line. Despite being advised of this mistake, the company has astonishingly continued to refuse performance of its duties under my policy. The company’s response to my underlying claim and subsequent complaint has been completely misleading and disingenuous. 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,
*** ***

American Water Resources (AWR) appreciates the opportunity to respond to your February 26, correspondence regarding the complaint filed by *** ***Ms*** notified AWR that she experienced a verified leak on her water lineAWR dispatched a contractor to investigate the issueUpon
AWR completing a follow up call with the customer, AWR learned that the contractor had not yet contacted the customer to investigate her issue, thus causing a delayAWR contacted the contractor and was able to have the contractor investigate her issue that same dayDuring the proposal review process, AWR learned that the customer’s water line was made of polybutylene, a material that has been the subject of a class action litigation.In Ms***’s complaint, she stated that there is nothing under the Water Line Protection Program (WLPP) that explains AWR’s decision to deny her claimPlease be advised that pursuant to the terms and conditions of the WLPP, AWR will not pay to repair anything that has been the subject of a recall or class action litigation, such as polybutyleneAs a result, Ms***’s request to have her polybutylene water line repaired remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Ms***’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 February 24, correspondence regarding the rejection filed by *** ***AWR stands by its prior responses dated January 27, and February 16, that it is evident in the video camera inspection completed by AWR’s contractor that there was a foreign object in the customer’s sewer lineAdditionally, the customer explained to AWR that he did not experience a water line leak; he replaced his water line as a preventive measureAs a result, the customer’s demand for repayment of the out-of-pocket expenses he incurred to replace his sewer and water lines remain deniedMr*** also requested a refund of his program feesAWR honored multiple claims established by Mr*** and provided service under the contractThe customer’s request for a full refund remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused Mr*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Mr***’ 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 6, correspondence regarding the complaint filed by *** ***After investigating Mr*** complaint, AWR’s records do not indicate that AWR’s representative informed Mr*** that his pressure relief valve
is a covered itemIn accordance with the terms and conditions of the IHPP, AWR will not pay to repair any devices connected to a customer’s supply system or drainage system, such as pressure relief valvesAs a result, Mr*** claim remains denied.AWR takes all consumer concerns seriously and we regret that this issue caused Mr*** to file a complaint with your officeWe trust that the foregoing explanation is responsive to Mr*** 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 January 19, correspondence regarding the complaint filed by *** ***, the Power of Attorney for AWR’s customer, *** ***According to the complaint, Ms*** stated that she sent written requests to cancel
Ms*** from AWR’s Sewer Line Protection Program (SLPP) beginning in October However, AWR did not receive the written requests and the customer’s credit card was charged to renew her SLPP in October In accordance with Ms*** request, Ms*** has been cancelled from the SLPP and she will receive a refund check in the mail in the amount of $108.00.AWR takes all consumer concerns seriously and we regret that this issue caused Ms*** to file a complaint with your officeWe trust that the foregoing explanation is fully responsive to Ms*** 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 March 19, correspondence regarding the complaint filed by *** ***Mr*** stated that he did not enroll in AWR’s Water Line and Sewer Line Protection Program (Program)Please be advised that Mr***
enrolled in the Program on July 3, and he elected to have the Program fees added directly to his water billIf Mr*** would like to cancel his Program, he may call customer service toll free at: ###-###-####AWR takes all consumer concerns seriously and we apologize that this issue caused Mr*** to file a complaint with your officeWe trust that the foregoing explanation and corrections are responsive to Mr*** 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