Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program.  On December 22, 2015, she initially contacted AWR to report a drain leak...

in her bathroom sink.  AWR dispatched a contractor to investigate the claim and based on the initial investigation of the contractor, AWR denied the claim.  However, AWR later determined Ms. [redacted]’s leak required repair and intended to dispatch a contractor to her home to make the repairs.  When AWR attempted to make arrangements to send a contractor to her property to perform the repairs, Ms. [redacted] advised AWR that she already hired her own plumber to make the repairs.  Since January 26, 2016, AWR has attempted to contact Ms. [redacted] several times to discuss reimbursement for the repairs.  AWR is waiting to hear back from Ms. [redacted] in order to discuss reimbursement. 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 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 April 29, 2015 correspondence regarding the rejection filed by [redacted]. As previously stated, AWR’s contractor determined that Ms. [redacted] did not experience an issue on her sewer line. As a result, her request for repayment for the out-of-pocket expenses she incurred to hire a private contractor 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 responsive to Ms. [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 February 27, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] notified AWR that she experienced a verified leak on her water line. Upon 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 Program. AWR’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 office. We trust that the foregoing explanation is 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 September 12, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection program.  Mr. [redacted] attempted to contact AWR regarding notifications of...

non-payment that were mistakenly sent to him after he paid the annual fee for his program. An AWR representative called Mr. [redacted] on September 12, 2016 and September 15, 2016 to inform the customer that his payment was received and has been applied to his account.  During both attempts to contact Mr. [redacted], the AWR representative left messages advising the customer his account had been updated and to return our call in order to discuss further.  If Mr. [redacted] has any future concerns, he can contact [redacted] at ###-###-####.  We apologize for any inconvenience the customer may have experienced.  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 March 31, 2016 correspondence regarding the rejection filed by [redacted]. Mr. [redacted] contacted AWR and elected to enroll in the Water Line (WLPP) and Sewer Line Protection Program (SLPP).  We were unable to attach the phone recording of the enrollment call from May 8, 2015 to the response.  A copy of the phone recording has been forwarded to the Revdex.com.  As we previously explained, we agreed to honor the introductory price offered in the 2014 advertisement sent to Mr. [redacted], and we sent him a refund check for the difference between the 2014 offer and the 2015 Program fee charged at enrollment.  Mr. [redacted] is not enrolled in the In-Home Plumbing Emergency Program, and as a result, we cannot establish a claim for his current in-home plumbing issue.  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.

American Water Resources (AWR) appreciates the opportunity to respond to your December 30, 2015 correspondence regarding the rejection filed by [redacted].As we explained in our previous responses, AWR sent a contractor to Mr. [redacted]’s home to investigate the issues he reported and the contractor advised that no repairs, covered under the Sewer Line Protection Program, were necessary. We stand by our decision to close Mr. [redacted]’s claim after receiving our contractor’s investigation summary.  Mr. [redacted]’s request for further investigation remains denied.Please contact me with any questions. Thank you for your time and consideration.

American Water Resources (AWR) appreciates the opportunity to respond to your December 2, 2015 correspondence regarding the complaint filed by [redacted].Mr. [redacted] is a customer of AWR’s Sewer Service Line Protection Program. On November 30, 2015, Mr. [redacted] called to report a sewer backup and a bad...

odor. The AWR claims representative dispatched a contractor to investigate the problem. The contractor found that Mr. [redacted]’s sewer line was not showing any indication of a blockage. The contractor advised that repairs were not necessary, because Mr. [redacted]’s sewer line was working properly. If Mr. [redacted] experiences a backup in the future, we encourage him to contact AWR. 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.

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 claim. 3-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 cancellation. I 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]

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the rejection filed by [redacted]. Mr. and Mrs. [redacted] are customers of the Water Line, Sewer Line and In-Home Plumbing Emergency Program offered by AWR. They paid the program fees using a debit card. The debit card information recorded in the [redacted] account expired, and as a result, they were sent a renewal notice. Mr. [redacted] called AWR to update his debit card information. Shortly thereafter, AWR received a check from the customer to renew the Program. After receiving the check, AWR inadvertently charged the debit card. A 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 payment. However, there was a delay in updating the account because of the duplicate payment issue. We apologize for any inconvenience the customer may have experienced as a result of this issue. AWR takes all consumer concerns seriously. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your June 5, 2015 correspondence regarding the complaint filed by [redacted] Mr. [redacted] reported a water line leak on June 1, 2015. AWR dispatched a contractor to investigate the reported issue. The contractor...

investigated the water line leak on June 2, 2015 and scheduled a repair for June 4, 2015. The contractor rescheduled the appointment multiple times and as a result, AWR agreed to dispatch an alternate contractor to repair the [redacted] water line. The repairs were completed on June 5, 2015.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 is 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 September 28, 2016 correspondence regarding the rejection filed by [redacted] AWR is in the process of sending Ms. [redacted] the remainder of her refund. Ms. [redacted] refund is scheduled to be mailed overnight to her on October 11, 2016.  We apologize for any inconvenience the delay may have caused Ms. [redacted].    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 March 30, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR on March 29, 2016 to cancel her program enrollment.  Per her request, we cancelled her enrollment and will issue her...

a full refund via mail. AWR appreciates the concerns expressed regarding our marketing materials.  We send notices, like the one Ms. [redacted] received, to residents of municipalities throughout the country, including Omaha, Nebraska, to inform them of their water service line maintenance responsibilities.  Many homeowners are unaware that typical homeowners’ insurance policies do not cover water line repairs.  Homeowners are often surprised to learn these facts only when faced with the cost associated with the necessary repairs.  Our marketing materials are not created with the intention of confusing or deceiving consumers.  AWR’s goal is to notify homeowners of their responsibilities and to inform them that there are protection programs available that can protect them from unexpected repair cost associated with repairs to their water line. 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:
It is a complete misrepresentation and not even associated with the [redacted] here in [redacted] Mo. I called and asked. If I sent a check for $5.00, I. Want 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 file. I 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 May 31, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP).  On August 27, 2015, Mr. [redacted]’s water company contacted AWR to report a...

water line leak at the customer’s property.  An AWR independent contractor was dispatched and found that Mr. [redacted]’s meter pit was collapsed and needed to be replaced.  The contractor repaired the water line leak and AWR advised Mr. [redacted] of his responsibility to repair the meter pit.  Pursuant to the Program Terms and Conditions, AWR will repair a customer’s water line from the point where it connects to the water utility’s system to the water meter or main shut-off valve inside the customer’s home.  It does not include the water meter pit. On October 27, 2015, Mr. [redacted] notified our contractor that his ground was sinking at the repair site.  The contractor re-evaluated the repair site and noted that the water meter pit had not been repaired.  The contractor notified AWR and we advised the customer of his responsibility to replace the meter pit. Mr. [redacted] had the meter pit replaced on December 28, 2015.  At that time, the contractor found another water line leak.  Repairing the water line leak was covered under the WLPP.  However, repairing the water meter pit is not covered under the WLPP and AWR will not repay Mr. [redacted] for the cost of the repair. Mr. [redacted] was informed that the restoration following his water line repair in December 2015 would be completed in the spring.  Restoration was completed on May 31, 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.

American Water Resources (AWR) appreciates the opportunity to respond to your August 16, 2016 correspondence regarding the complaint filed by [redacted]. As we stated previously, AWR agreed to refund Mr. [redacted] total annual Water Line Protection Program fee. However, providing Mr. [redacted] with his refund has been delayed due to technical issues involving AWR’s billing process, resulting in an additional charge to his bank account, which was later removed.  We are in the process of resolving these issues.  Mr. [redacted] advised us on August 22, 2016 that he has received the Program’s refund amount via his bank.  We apologize for any inconvenience this may have caused Mr. [redacted]. 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.

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 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 2, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line Protection Program (WLPP).  The debits for Mr. [redacted]’ regularly scheduled July, August,...

September and October program fees for his WLPP were delayed due to technical issues involving AWR’s billing system.  As a result, the program fees for July and August were charged to his account on August 17, 2016.  Mr. [redacted] was charged on September 21, 2016 for his September monthly program fees and October 5, 2016 for his October monthly program fees.  Mr. [redacted] was inadvertently charged for unused program fees on October 17, 2016. AWR will refund Mr. [redacted] shortly for unused program fees charged on October 17, 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 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 April 5, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] contacted AWR on April 4, 2016 to report a supply line leak.   Due to technical difficulties, we were unable to promptly...

dispatch a contractor to fix her leak. As a result, Ms. [redacted] privately hired a contractor to complete the necessary repair.  Ms. [redacted] submitted the required documentation verifying the repair was completed.  Given the extreme circumstances, AWR agreed to repay the customer for her out of pocket expenses.  We regret any inconvenience Ms. [redacted] may have experienced. 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 July 7, 2015 correspondence regarding the rejection filed by [redacted]. AWR made a good-faith offer to Ms. [redacted] in which the offer comprised of those repairs submitted by Ms. [redacted] that are covered under the program’s terms and conditions. We also explained to Ms. [redacted] that AWR would not be paying for any repairs not covered under the program. While Ms. [redacted] has rejected AWR’s offer, we believe the offer to be a fair one and will keep the offer open until July 21, 2015 in the hopes that we can amicably resolve this matter. 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]’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.