Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your November 4, 2014 correspondence regarding the complaint filed by On [redacted] 2014, Ms. [redacted] advised AWR that she inadvertently sent a check to AWR. She intended to send the check to a company, offering similar...

protection programs, with which she already had an account. AWR cancelled Ms. [redacted] Program and processed her refund. Ms. [redacted] was informed that it could take 30-45 days for her to receive a refund check. She was dissatisfied with the information. AWR expedited the refund request and sent the refund check to Ms. [redacted] on [redacted], 2014. 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.

American Water Resources (AWR) appreciates the opportunity to respond to your September 25, 2015 correspondence regarding the complaint filed by [redacted]. [redacted] is a customer of AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Program. On April 16, 2015, Mr. [redacted]...

contacted AWR regarding a drain line leak.  He confirmed that he was not experiencing a backup, which is indicative of a clogged drain line.  Pursuant to the Program Terms and Conditions, AWR will repair a clogged drainage line resulting from normal wear and tear. As a result, Mr. [redacted] claim was denied. On September 23, 2015, Mr. [redacted] called AWR to report a sewer line leak. Again, Mr. [redacted] confirmed that he was not experiencing a backup.  Mr. [redacted] claim was denied in accordance with the Program Terms and Conditions, which state that AWR will repair a clogged or blocked sewer line. Upon both requests for service, the AWR representatives reviewed the Program Terms and Conditions with the customer. Our customer service team is available if the customer has questions or would like clarification regarding the Program Terms and Conditions. If Mr. and Mrs. [redacted] want to cancel their program, they may call our Customer Service Department at ###-###-####. 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 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 February 12, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] was enrolled in AWR’s Water Line, Sewer Line and In-Home Plumbing Emergency Insurance Policy and paid his premiums through his...

water utility bill. On October 5, 2015, AWR mailed Mr. [redacted] a letter notifying him of a past due balance.  The notice advised Mr. [redacted] to contact AWR by November 4, 2015 to avoid cancellation of his policy for nonpayment of policy premiums.  Mr. [redacted] did not contact AWR prior to November 4, 2015, and as a result, his policy was cancelled in accordance with the cancellation provisions stated in the policy.  AWR mailed a letter to Mr. [redacted] dated November 6, 2016 confirming the cancellation of his policy. Pursuant to the policy terms and conditions, when a customer pays via the water bill, payments are first applied to water utility charges and lastly to the policy premium.  At the time of cancellation, there was an outstanding balance of $95.65.  As a result, there is no refund amount due to the customer.  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 October 31, 2014 correspondence regarding the complaint filed by [redacted] Ms. [redacted] notified AWR on October 29, 2014 that she was experiencing a water line leak. AWR 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 line. The 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 repair. AWR’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 expense. AWR’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 line. The customer chose to have the remainder of the line replaced and paid the contractor directly. Ms. [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 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: As I suspected this business's history of deceptive and predatory business practices are still standing bright and clear for all to see.  This company failed to include in their deceptive response to your inquiry that they initiated two transactions in regards to my CLOSED ACCOUNT.... One, seemingly an attempt to appear as though they were crediting my bank  account with the refund that has been due since June 9,2016 when the account for their services which was never activated was closed and a second transaction whereas what seemed to be the credit for the refund that I am STILL DUE was DEBITED FROM MY BANK ACCOUNT MEANING THAT NOT ONLY DID I NOT RECEIVE MY REFUND, THEY DEBITED MY BANK ACCOUNT FROM A CLOSED ACCOUNT WHICH TO MY UNDERSTANDING IS ILLEGAL.  THE DATES THAT THEY INDICATED TO YOU FOR MY REFUND HAVE COME AND GONE AND STILL I HAVE NO REFUND
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 first. These 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]

[
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. In fact I would like to add that the manner in which this issue was resolve was highly professional. All my contacts with the company were handle in a fair process with immediate follow up. I would highly recommend this company. Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your February 5, 2016 correspondence regarding the complaint filed by [redacted]. While reviewing Mr. [redacted]’s claim, AWR reviewed the phone recording of the enrollment call from May 8, 2015. The AWR representative informed Mr. [redacted] of all the programs offered by AWR.  Mr. [redacted] clearly stated that he wanted to enroll in the Water Line and Sewer Line Protection Program.  The representative confirmed the programs selected by Mr. [redacted] along with the annual cost of $149.88.  The representative also reviewed the Terms and Conditions, and Mr. [redacted] stated that he understood the representative’s explanation.  During the call, the representative also explained the benefits of AWR’s In-Home Plumbing Emergency Program and the additional cost of $3.99 monthly.  Mr. [redacted] stated that he wanted to enroll solely in the Water Line and Sewer Line Protection Program and the representative completed the enrollment according to the customer’s direction.  Mr. [redacted] is not enrolled in the In-Home Plumbing Emergency Program. On May 15, 2015, AWR sent Mr. [redacted] a confirmation of enrollment letter detailing the effective date, Program fee, and Terms and Conditions.  Mr. [redacted] was advised to contact our customer service department if he had any questions about his enrollment or did not agree with the information provided in the confirmation letter.  Mr. [redacted] did not contact AWR after receiving his confirmation packet. As a customer courtesy, AWR will refund the difference between the annual program fee presented to Mr. [redacted] via mail and the program fee confirmed by the customer service representative during the enrollment call.  Upon renewal, however, Mr. [redacted]’s annual program cost will be $149.88 for the Water Line and Sewer Line Protection Program.  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 April 15, 2015 correspondence regarding the complaint filed by [redacted]. On April 4, 2014 Ms. [redacted] notified AWR that she experienced a back up. AWR dispatched a contractor and upon investigation the contractor...

determined that the customer was not experiencing an issue with her sewer line. On April 28, 2014, Ms. [redacted] notified AWR that she hired a private contractor to clear her sewer line. Ms. [redacted] then requested that AWR repay her for the out-of-pocket expenses she incurred to have her sewer line cleared. Since AWR’s contractor determined that Ms. [redacted] did not experience an issue on her sewer line, her repayment request was denied. Please 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 denied. Additionally, Ms. [redacted] elected to cancel her Sewer Line Protection Program on January 20, 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]’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 30, 2015 correspondence regarding the complaint filed by [redacted] and [redacted] Mr. [redacted] and Mr. [redacted] enrolled in the Water Line Protection Program (WLPP) offered by AWR. The WLPP covers a customer’s...

external water service line in the event it leaks or is broken and will provide service in accordance with the terms and conditions of the program. Mr. [redacted] contacted AWR to report a sewer line issue, which is not covered by the WLPP. The customer requested to cancel his enrollment in the WLPP. A check in the amount of $65.88, representing a full refund, will be mailed to the customer.AWR takes all consumer concerns seriously and we regret that this issue caused Mr. [redacted] and Mr. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ 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:
The answer did not meet the facts. The fact is I have made four calls that amount to eight hours  to resolve this issue. The calls took excessive time and I was transferred three times per call resulting in a delay of service. The delay resulted in extensive damage to my residence. The fact is AWR charged my credit card seven times in one day before they would continue to look into the matter. The damage is extensive. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your May 27, 2015 correspondence regarding the complaint 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 annual program fee twice and requested a refund of the second annual fee. A refund check was mailed to the [redacted] on May 27, 2015. We apologize for any inconvenience this may have caused. AWR takes all consumer concerns seriously and we regret that this issue caused Mr. and Mrs. [redacted] to file a complaint with your office. We trust that the foregoing explanation is responsive to the customers’ 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: As they requested, I sent copies of all invoices to American Water Resources and have not heard back from them as of today (4/7/16).
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The piping line in the house was to be inspected because no one knew what the problem was. I called and they first charged my credit card six times to recover some charges they contended they needed then a inspection was to be called to a contractor. This was never done resulting in the water damage. When I called back after a long time of waiting their response the damage was done and I had to start the whole process over again because they said they missed the "notes". The AWR has never addressed their lack of sending a contractor after the first call so I am not happy with the response. In fact their response relates to another unrelated call to them which they did tell me a shower head was not covered. That had no bearing on the later issue. As I was transferred three times the AWR representatives contend that the "notes" are hard to read and they apologized but after an hour of talking they sent no one. I can not be happy with lack of service that resulted in water damage.
Regards,
[redacted]

Complaint: 10548814
I am rejecting this response because:  they are unclear about the coverage. I would not have given them my accnumber from my bank. I want proof by mail of that. I want them to send it personally by me in the mail along with proof that says it is until I call and cancel.
Regards,
Janet Espey

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2016 correspondence regarding the complaint filed by [redacted] Mr. [redacted] contacted AWR on May 16, 2016 to report that his toilet was backing up.  AWR dispatched a contractor to investigate the...

claim and he found that the customer’s main sewer line was not clogged – it was open and flowing.  Mr. [redacted] contacted us again on May 27, 2016 to report that he was experiencing the same issue he reported on May 16, 2016.  AWR dispatched a contractor who snaked the sewer line.  The contractor advised AWR that the line was clear and that there were no signs of a sewer line problem.  As a result, no additional repairs were recommended.  We encourage Mr. [redacted] to contact AWR if he experiences another problem in the future.  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.

[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 January 19, 2015 correspondence regarding the complaint filed by [redacted]. On February 1, 2014, Mr. [redacted] notified AWR that he was experiencing a sewer back up. That same day, AWR dispatched a contractor to...

investigate the issue. AWR’s contractor conducted a video camera inspection of the sewer line. Upon investigation, it was determined that Mr. [redacted] had a piece of equipment stuck in his sewer line. At 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 parties. Additionally, 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 roots. After 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 line. Mr. [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 2013. 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 office. We trust that the foregoing explanation is fully 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.

Complaint: [redacted]
I am rejecting this response because: AWR has added nothing to justify its breach of contract and because the results of its contractor’s video camera inspection were incorrect.  As noted multiple times previously, no foreign object was ever found in the sewer line, and I specifically provided a certified letter from a licensed contractor confirming such. In response, AWR has submitted absolutely no evidence to the contrary and has continued to ignore the objective evidence.  This communication is now a formal demand for AWR to produce evidence showing that a foreign object was present in my sewer line.  Additionally, AWR’s statement that the replacement of the water line was preventative is incorrect.  AWR again fails to recognize that by excavating the concrete above the water line, the line needed to be replaced; and again, the concrete was excavated based upon an incorrect assessment provided by AWR in response to a video camera inspection rather than an in person inspection.AWR states that it takes customer complaints seriously, but their actions have showed just the opposite.  The company has had over one hundred complaints to the Revdex.com alone, a number of which remain unresolved.  In this instance, the company made a statement of fact that turned out to be incorrect, and yet the company continues to disregard its duties under the policy for which I paid premiums.  AWR is notorious for deceptive business practices, and my case is no different. 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.  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.  In the alternative, I demand that AWR provide evidence conclusively showing that a foreign object was in my sewer line.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your August 11, 2015 correspondence regarding the complaint filed by [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program. On August 5, 2015, [redacted] called AWR to report a water line...

leak. Her claim was initially denied due to information provided by our contractor describing that the customer’s water line was not up to code. Nevertheless, AWR re-evaluated [redacted]’s claim and dispatched a contractor to repair her water line. The repairs were completed on August 14, 2015 and [redacted]’s water service was restored. [redacted] was satisfied with the repair. 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.