Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your June 10, 2015 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is a customer of AWR’s Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer...

owned sewer lines. Please be advised that the SLPP is not an insurance contract. Ms. [redacted] contacted AWR on June 5, 2015 reporting a backup. AWR dispatched a contractor to assess the issue. When the contractor arrived later the same day, he found that Ms. [redacted] had already hired her own contractor who cleared her sewer line. The issue was resolved; as a result, no additional repairs were required. After speaking with the customer and finding out that she was still experiencing an issue, AWR dispatched the contractor to further investigate the problem. AWR’s contractor recommended installing a cleanout to improve access to the sewer line allowing him to gather additional information about the sewer line. He did not advise AWR that Ms. [redacted]’s sewer line required replacement. Ms. [redacted] prefers to have her sewer line replaced. Therefore, the customer requested that the amount allotted for the recommended repair be paid to her instead, so she may offset the costs she will incur to replace her sewer 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 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.

Complaint: [redacted]
I am rejecting this response because: Their agent specifically told me they would not even send anyone out to consider the claim because I had contacted someone other than them first.  This is typical of companies that use legal wrangling to avoid paying legitimate claims. You should be ashamed!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
  As I said before, AWR is very dishonest and does not care about Customer concerns, and i'm still waiting for the payment of my water line replace. 
Regards,
[redacted]  [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 July 8, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR reporting a water line leak. Mr. [redacted] accepted AWR’s resolution to settle the issue. A check was sent via overnight mail...

on July 13, 2015. We apologize for the delay.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. 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 25, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] notified AWR that he experienced a verified leak on his water line. The next day, AWR’s contractor investigated the issue and found...

that additional equipment would be required in order to complete the repair. On February 27, 2015, Mr. [redacted] water was restored and the repair was completed at no additional cost to the customer. During a follow up call with the customer later that day, Mr. [redacted] stated that he was pleased with the resolution. 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:Again, the business can provide no proof that they contacted me or that I received the communication. I had no way of knowing that I had lost coverage since it had been automatically renewed for many years prior.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 23, 2016 correspondence regarding the complaint filed by [redacted].AWR dispatched a contractor to Ms. [redacted]’s home to repair a water line leak. The contractor determined that repairing the line would resolve...

the leak and a full line replacement was unnecessary. The leak was repaired on September 22, 2015. While we maintain that the problem was repaired in accordance with the Program Terms and Conditions, as a good faith gesture, AWR will reconsider Ms. [redacted]’s request. We tried contacting the customer, but we have not received a response. Ms. [redacted] may forward her detailed invoice and proof of payment to Elizabeth W via fax ([redacted]) or e-mail ([redacted]).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 May 25, 2016 correspondence regarding the rejection filed by [redacted]. We re-reviewed Mr. [redacted]’s Claim file.  Mr. [redacted]’s claim was denied in accordance with the Program Terms and Conditions which state that AWR will not repair anything in any home that is unoccupied due to renovation, remediation or construction.   When the independent contractor arrived at Mr. [redacted]’s property, he noted that the home was vacant and he was informed by the contractors working in the home that the property was being renovated.  Therefore, Mr. [redacted]’s claim remains denied.

Complaint: [redacted]
I am rejecting this response because: the AWR contractor never cleared my sewer line, and because the results of his video camera inspection were incorrect.Contrary to AWR’s assertions in its most recent response, its contractor never cleared my sewer line.  Rather, the contractor attempted to clear the sewer line by using a snake, which did not completely work.  The contractor then attempted to clear the sewer line by using a water jet system, which also did not completely work.  These failures resulted in the video camera inspection that AWR referred to in their letter.  Had the AWR contractor properly cleared my sewer line, the video camera inspection would not have been necessary.As previously noted, the results of the AWR’s video camera inspection were completely 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 now reimburse.AWR claims that their company advised me to remove the “item” in my sewer line, and then notify AWR so their contractor could make the necessary repairs that he could not previously fix.  As discussed with multiple AWR representatives at the time, this was impossible to do.  My sewer line is located below a concrete walkway on a public street.  In order to remove the “item” that AWR incorrectly stated was in the sewer line, I needed to break up the concrete; once the concrete was broken up, it would be unsafe to leave the public walkway open while we waited for an AWR contractor to further investigate.  Again, I invited AWR to perform the procedure themselves, but the company refused, likely due to the large expense involved with the project.AWR’s sole reliance on the results of a video camera inspection, rather than an in person inspection, was careless, negligent, and incorrect.  In a letter dated May 5, 2014, a licensed sewer and water main specialist attested to the fact that he personally opened up the sewer line, and that no foreign object was found.  An in person inspection by alicensed professional is certainly more reliable and accurate than a video camera inspection.  Despite this evidence, however, the company has chosen to reiterate its prior incorrect position.  The company’s blatant disregard and cavalier dismissal of the contradictory objective evidence provided to them is insulting and is a waste of the Revdex.com’s time, energy, and resources.In sum, AWR made a statement to me that turned out to be false and incorrect.  I relied on that false statement in good faith, and I was forced to incur $11,600.00 in out-of-pocket expenses. AWR admits that that they would have repaired my sewer line if no foreign object was present, but now refuses to honor their duties under my insurance policy.  The company should be sanctioned for its irresponsible and disingenuous behavior.Regarding AWR’s comment that my water line did not have a leak, the company ignores the fact that once lead pipe is exposed to the air, it develops leaks. These leaks would have lead to a subsequent excavation of the concrete at an additional expense at a later time.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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Hello. Per our discussion, I would like to re-open the above case. When I accepted the resolution, I thought they were agreeing to refund the full amount in dispute, $27.45. Instead, I was issued a check in the amount of $18.99.Per my previous correspondence, I verbally canceled the coverage in May, 2015. I closed on the house in June but they continued to bill my credit card through October, 5 months after service was cancelled. I would appreciate a full refund of $27.45. Thank you.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I beleive American water resources is a very bad business and they should not aloud to continue ripoff Customers.once again you can not denied a claim because of the type of pipe the I have, when I pay you for the policy, did you ask me what type of pipe I have? No you did not because you know what you are up to. It does not matter what kind the pipe I have you would still denied my claim because that what you do. Beware this claim still have to pay whether you want it or not, I'm going to ask my State Attorney to ban your business in Md .
Regards,
[redacted]  [redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your April 11, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR on August 28, 2015 to report a water line leak.  AWR immediately dispatched a contractor to investigate the...

problem.  Multiple factors contributed to the delay in completing the repair including applying for permits and obtaining utility mark-outs.  The repair was completed on September 8, 2015.  While AWR does not typically reimburse customer’s for water loss, as a customer courtesy, we offered to repay a portion of Mr. [redacted]’s water bill for the time AWR’s contractor required to find and repair the leak. His water bill will be credited accordingly.  Mr. [redacted] is satisfied with the resolution. 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:Regardless of the claims and denial thereof AWR failed to provide prompt and accurate service that resulted in damages. There was two phone calls in December that lasted an hour in which AWR stated they would send assistance and did not. One phone call my credit card was charged six times in which AWR was more concerned about charging my card than providing me service and even after they said they would send a contractor to assess my repair and did not. It took three calls total to get a contractor to come in and assess the repair but by that time the damage from the water was done. Regardless of the denial of claim their lack of providing me a prompt answer resulted in further damage.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your March 29, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s Water Line and Sewer Line Protection Program.  He contacted AWR on March 24, 2016 to report a drain...

line clog.  An AWR claims representative assessed Mr. [redacted]’s concerns, and based on Mr. [redacted]’s description, it was believed that the clog was an internal line issue.  Internal drain line repairs are not covered under AWR’s Water Line and Sewer Line Protection Program.  As a result Mr. [redacted]’s claim was denied.  AWR is reviewing Mr. [redacted]’s claim and we have advised him to submit an invoice and proof of repair for re-evaluation.  We are waiting to receive the information from Mr. [redacted]. 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 June 24, 2016 correspondence regarding the complaint filed by [redacted].On August 27, 2015, Mr. [redacted] had a water line leak and a claim was established to repair it. Upon arrival, AWR’s contractor found that Mr. [redacted]’s water meter pit was collapsed. The contractor was able to bypass the area of the meter pit during the first water line repair by hand digging a trench to access the pipe. When the contractor returned to the customer’s property in October 2015 to inspect the sinking ground at the repair site, as reported by the customer, he saw that the meter pit was still in need of repair. AWR informed Mr. [redacted] that repairing the water meter pit is not covered under the Water Line Protection Program throughout the two water line claims he set up in 2015 and that having the repair made was his responsibility. Mr. [redacted] privately hired AWR’s contractor to repair the meter pit and we will not cover the cost of that repair. If Mr. [redacted] experiences a water line leak or break in the future, we encourage him to contact AWR for service.

Complaint: [redacted]
I am rejecting this response because:I don't think I will ever accept AWR's response after all the stress and agravation they have caused me, AWR has made an attempt to make part of this situation whole, but from the very start of my dealings with AWR to the last contact we had was nothing but total frustation, I hopeI never have to deal with them again.This is not how a service company is suppose to operate
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The issue AWR stated about the pressure relief has no bearing on the fact that AWR took 6 WEEKS to perform a simple task to repair a water line that was broken and leaking profusely. AWR is a major corporation that should have a better handle on how to repair a broken water line.I do not mean to sound rude ,but the way AWR handled this EMERGENCY LEAK ,that's the key word EMERGENCY.shows that the do not belong in the buiseness of doing EMERGENCY water line repairsTHERE EMERGENCY REPAIR TOOK OVER 6 WEEKS, WHAT PART OF THIS DO THEY HAVE TO RECONSIDER,MY WATER /SEWER BILL WAS HERENDOUS BECAUSE OF THEIR NEGLIGENCETHIS IS NOT ACCEPTABLE
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your September 19, 2014 correspondence regarding the complaint filed by [redacted]. AWR sent an enrollment packet for the Water Line Protection Program (WLPP) to Mr. [redacted] address. However, the packet was addressed to his...

mother-in-law. Mr. [redacted] crossed out his mother-in-law’s name and hand-wrote in his own name before mailing the enrollment form to AWR with his check. The [redacted] were enrolled in the WLPP, but the name change was not made. Nevertheless, a confirmation of enrollment letter was sent to Mr. [redacted] address, but again, it was addressed to his mother-in-law. Mr. [redacted] never contacted AWR to dispute the name on the account. Starting 90 days prior to his program expiration date, multiple renewal notices were sent to his address. Mr. [redacted] never responded to the renewal notices and therefore, the WLPP coverage expired in May 2014. On September 15, 2014, Mr. [redacted] called to report a water line leak. The representative informed the customer his coverage expired, and subsequently, his claim was denied. Later that same day, Mrs. [redacted], called to enroll in the WLPP. On September 16, 2014, Mrs. [redacted] called AWR to report a water line leak. The representative informed Mrs. [redacted] that to obtain service, she must submit proof that the water line leak reported the previous day was repaired. The AWR representative informed Mrs. [redacted] that she will not receive service from AWR for her water line until the leak that was reported on September 15, 2014 has been repaired. The customer was also advised of the option either to remain in the WLPP or to cancel the program; Mrs. [redacted] chose not to cancel the WLPP. Mr. [redacted] WLPP expired in May of 2014 and he did not contact AWR until an issue occurred in September of 2014. As a result, his request to have AWR repair his water line leak remains denied. As previously stated to the customer, we encourage Mr. [redacted] to have his water line repaired and to send AWR the invoices along with proof of payment so that AWR may consider any future water line claims. Mr. [redacted] may send his itemized invoices and proof of payment to [redacted] attention by fax: ###-###-#### or email: [redacted]. If we do not receive the necessary documentation by October 15, 2014, we will cancel the [redacted] enrollment in the WLPP pending receipt of the proof of repair; their Sewer Line Protection Program and In-Home Plumbing Emergency Program will remain active. 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 June 10, 2015 correspondence regarding the complaint filed by [redacted]. The [redacted] are customers of the Sewer Line Protection Program (SLPP), which provides repairs for clogs or blockages within customer owned sewer...

lines. Please be advised that the SLPP is not an insurance contract. Mrs. [redacted] contacted AWR to report a sewer line backup. AWR dispatched a contractor who cleared the blockage. AWR was advised that roots were removed from the customer’s sewer line. The issue was resolved; as a result, no additional repairs were recommended. Pursuant to the SLPP terms and conditions, if the clog or blockage is cleared, no other repairs will be made. Accordingly, the [redacted]’ request for repayment remains 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 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.