Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your August 22, 2016 correspondence regarding the complaint filed by [redacted]. As previously reported, AWR contacted Mr. [redacted] and reviewed AWR’s position and its suggested resolution with the customer.  Mr. [redacted] understood and accepted AWR’s offer to resolve the issue.   We are in the process of forwarding funds to Mr. [redacted] in connection with the resolution of 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 March 24, 2015 correspondence regarding the complaint filed by [redacted]. Please be advised that when a customer enrolls in any Program offered by AWR, a confirmation letter is sent to the customer upon the customer’s...

enrollment. Upon the renewal of a customer’s Program term, AWR does not send a letter confirming the renewal. Ms. [redacted] enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP) in November of 2009. Upon the expiration of Ms. [redacted]’ IHPP in November of 2011, the customer did not renew her Program. In March of 2015, Ms. [redacted] re-enrolled in the IHPP. At that time, a confirmation letter was sent to the customer regarding her enrollment in the Program. Ms. [redacted] enrolled in AWR’s Water and Sewer Line Protection Program in January of 2014. At that time, a confirmation letter was sent to the customer. Ms. [redacted] chose to renew her Water and Sewer Line Protection Program by sending a check to AWR. Since AWR does not send notifications regarding a customer’s renewal in any Programs offered by AWR, Ms. [redacted] will not receive a letter confirming that her Water and Sewer Line Protection Program had been renewed. 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 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 2, 2014 correspondence regarding the complaint filed by [redacted]. On October 17, 2013, Mr. [redacted] notified AWR that Home Serve (a company that offers sewer line services similar to AWR) sent a contractor to his...

home to remove a sewer line blockage. Mr. [redacted] stated that the contractor was able to remove the blockage; however, there was a break in the sewer line. The customer then requested that AWR replace his sewer line because Home Serve does not replace sewer lines. AWR’s representative informed the customer that the Sewer Line Protection Program (SLPP) does not cover leaks or breaks to sewer lines. The rep continued to explain that the SLPP is not a replacement program, rather it is a repair program. Mr. [redacted] was dissatisfied with the information and requested to cancel his SLPP. When the representative attempted to transfer the call to customer service to complete the cancellation, the call was disconnected and Mr. [redacted] did not call back.In August of 2014, Mr. [redacted] called AWR to dispute that he was still being charged for the SLPP. He stated that he had his sewer line repaired and was requesting repayment. As Mr. [redacted] has been previously informed, pursuant to the SLPP’s terms and conditions, AWR does not repair leaks or breaks to a customer’s sewer line. Additionally, AWR does not repay customers for out of pocket expenses from hiring a private contractor. Since Mr. [redacted] mentioned that he has a similar protection program with Home Serve, and he requested to cancel his SLPP in October of 2013, AWR will honor the customer’s cancellation request and refund the customer for monies paid into SLPP as of October 17, 2013. If Mr. [redacted] still wishes to cancel his SLPP, he may send his request to [redacted] at [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. Should you have any questions, please do not hesitate to contact me. Thank you for your time and consideration.

Complaint: [redacted]I am rejecting this response because: They never returned any of my calls, and I called more than 20 times.They said they would review the phone recording from when the order was placed and get back with me. I ask to hear the recording for myself. They never called me back.I sent them a copy the offer they sent us and the reason we called them. The special was $120 for Water & Sewer protection, So why would we agree to pay $149.88. Why, because during that phone call they offered us an In-Home Emergency Protection and offered an additional discount if we accepted all three for a total price of $149.88$120.00 + $49.88 = 169.88 - $20 = $149.88-$20.00 discount for accepting their triple protection during that phone call. Ms. [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your September 29, 2016 correspondence regarding the complaint filed by [redacted] Mr. A[redacted] has been enrolled in AWR’s Sewer Line Protection Program (SLPP) since 2008.  Mr. [redacted] called AWR on May 29, 2015 and advised AWR...

that he did not believe he enrolled in the SLPP.  In response to Mr. [redacted] claim, AWR sent the customer a copy of his enrollment form for the SLPP on July 1, 2015.  The customer called AWR on September 28, 2016 to cancel the SLPP.  We do not have a record of Mr. [redacted] requesting to cancel his SLPP prior to September 28, 2016.  AWR will cancel the customer’s SLPP as requested and will send Mr. [redacted] a cancellation letter . While we cannot agree to Mr. [redacted] request to refund his annual program fees since 2008, we are willing to offer him $120.00 in a good faith effort to resolve this matter.   The $120.00 represents the annual fee for the SLPP.  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 of Texas (AWRT) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] has been informed that pursuant to the terms and conditions of the Sewer Line Protection Program (SLPP), AWRT does not cover leaks or breaks to sewer lines. The SLPP is a program under which AWR will clear clogs or blockages in the customer owned sewer lateral. In accordance with the Program terms and conditions, AWR’s independent contractor will first attempt to clear the clog or blockage. If it is cleared, no other repairs will be made. At the time of Mr. [redacted]’ call to AWR, he was not experiencing a sewer line backup. As a result, we did not dispatch a contractor. Mr. [redacted]’ request for AWR to replace his sewer line will not be honored. If Mr. [redacted] still wishes to cancel his SLPP, he may send his request to [redacted] His program fees will be refunded given he is enrolled in two repair programs that offer similar protection for the same systems.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. Should you have any questions, please do not hesitate to contact me. Thank 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  That AWR promises to provide service to me in the future and I will not denied service when I called AWR claims Dept. who are also aware of AWR cimmitment to service my account is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was told more than a week ago I would receive a refund within 3 days.  I have not received any refund.  Moreover, this business repeatedly does this to customers like me and hopes it does not get caught because they automatically charge your credit card.  This business should be on a watch list.Regards,[redacted]
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your January 25, 2016 correspondence regarding the complaint filed by [redacted]. AWR has received and reviewed documentation from Ms. [redacted] explaining the charges she paid for repair on her drain line.  Ms. [redacted] has accepted AWR’s offer to resolve the issue. 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 March 26, 2015 correspondence regarding the complaint filed by [redacted].Ms. [redacted] stated that she enrolled in AWR’s Water Line Protection Program (WLPP) for the year of 2012 only, and that AWR continued to charge her...

beyond 2012. AWR retrieved Ms. [redacted] signed enrollment form which indicates that Ms. [redacted] elected to have AWR debit all subsequent monthly charges from the account she provided until she notified AWR of a change or cancellation. Additionally, Ms. [redacted] mentioned that because she received mailers from AWR, she assumed that her WLPP coverage was expired. Please be advised that the mailers the customer received were regarding additional protection programs that AWR offers to its customers. Ms. [redacted] cancellation in the WLPP was processed and effective on the date of her request, March 20, 2015. Furthermore, Ms. [redacted] mentioned that she had an unpleasant experience with AWR’s representative. As a result, this issue has been forwarded to the quality assurance team who will further address this matter.  Since Ms. [redacted] voluntarily enrolled in the WLPP and elected to have AWR debit a monthly charge from the account she provided, which is verified by her signed enrollment form, no program fees will be refunded to the customer. 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 responsive to the 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.

Complaint: [redacted]
I am rejecting this response because: AWR did not fulfill their promise to me as the consumer.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 7, 2016 correspondence regarding the complaint filed by [redacted].Ms. [redacted] contacted AWR on June 3, 2016 to report a sewer line back-up. On June 4, 2016, AWR’s independent contractor snaked the customer’s sewer line...

and cleared the blockage. On June 5, 2016, Ms. [redacted] informed our contractor that she was still experiencing a backup. AWR re-dispatched a contractor to investigate the customer’s claim and he reported there was not a back-up or an indication of a clog or blockage in the sewer line. On June 6, 2016, Ms. [redacted] confirmed that she was no longer experiencing a back-up. AWR’s contractor cleared Ms. [redacted]’s sewer line, but he did not recommend a camera inspection. Ms. [redacted]’s sewer line was camera inspected during a prior claim in April 2015. However, the contractor did not report impending issues or recommend additional repairs. If Ms. [redacted] experiences a back-up in the future, we encourage her to contact AWR. 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 25, 2016 correspondence regarding the complaint filed by [redacted].Mr. [redacted] submitted an enrollment form and a check to enroll in the Water Line Protection Program offered by AWR. The enrollment form returned by...

Mr. [redacted] had the name Helen [redacted] preprinted on it. Therefore, the account was established using the preprinted name. We sent the customer a confirmation letter to verify the account details. The account was updated with Mr. [redacted]’s name and contact information after he notified AWR that a correction was necessary. We apologize for not sending an updated confirmation letter to the customer. Mr. [redacted] requested to cancel his program enrollment and we sent him a full refund of his annual program fee in the amount of $65.88.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:
Though American Water Resources has reached out to me to resolve this issue they have still not yet done so.  I informed American Water Resources that I would comply with there request to resolve this issue/complaint with the Revdex.com only after I received a reimbursement check for the full amount of my repair.  I am still waiting for the check.  As soon as the check clears in my bank I will gladly resolve this with both the Revdex.com and American Water Resources.  
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your January 5, 2015 correspondence regarding the complaint filed by [redacted] notified AWR that he was experiencing a clogged toilet. At 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 blockage. Nevertheless, [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 IHPP. We 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 office. We trust that the foregoing explanation is fully responsive to [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.

Complaint: [redacted]
I am rejecting this response because:this is unacceptable  this is not a resolution
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 12, 2015 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, 2015 for all Program fees that she has paid.Under section 7 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 litigation. Ms. [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 error. A 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 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 May 27, 2015 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 him. Mr. [redacted] confirmed his request to cancel. His 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 office. We trust that the foregoing explanation is responsive to Mr. [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 April 12, 2016 correspondence regarding the rejection filed by [redacted]. Ms. [redacted] enrolled in the Water Line and Sewer Line Protection Programs and elected to pay her program fees annually using a credit card.  Her Programs were scheduled to renew in November 2015, however the annual payment charged to her credit card failed. On, November 23, 2015, AWR sent a letter to Ms. [redacted] advising that we needed updated credit card information or another valid form of payment to renew her Programs and provided an additional 30 days to respond.  AWR did not receive a response from Ms. [redacted] and as a result her Programs expired.  After her Programs expired, AWR also sent Ms. [redacted] promotional mailers confirming that she was no longer protected by our Programs along with options for her to re-enroll in the Programs. Ms. [redacted] contacted AWR on March 30, 2016 to set up a claim.  At that time, the claims representative reviewed Ms. [redacted]’ account status with her and denied her claim because she was no longer enrolled in the Programs.  The representative explained that Ms. [redacted] may re-enroll in the Programs, but the effective date of her Programs will be 30 days after she re-enrolls.  Additionally, she must provide proof that the issue she called about in March 2016 was repaired.  Ms. [redacted]’ claim remains denied. AWR takes all consumer concerns seriously.  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]. 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 program. Ms. [redacted] reported a blocked sewer line on April 4, 2014 and AWR sent a contractor to investigate the issue. AWR’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 repairs. Ms. [redacted] later submitted an invoice, requesting repayment for out-of-pocket expenses she incurred by hiring her own contractor, dated April 26, 2014. 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 problem. Pursuant to the SLPP terms and conditions, AWR will not pay any costs incurred by privately hiring a contractor. Ms. [redacted]’s 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.