Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your June 15, 2016 correspondence regarding the rejection filed by [redacted].Mr. [redacted] contacted AWR to set-up a claim reporting a sewer line back-up. AWR dispatched a contractor to investigate the problem. The contractor determined that there was an issue with Mr. [redacted]’s sewer line and that a repair was necessary. However, AWR is not obligated to make the repairs under the Sewer Line Protection Program (SLPP). The Program excludes making repairs to service lines at properties that are unoccupied due to renovation. Our contractor explained that the home was vacant and undergoing renovation, which was confirmed by the General Contractor onsite during his investigation. Attached is the contractor’s statement. Therefore, AWR will not repair Mr. [redacted]’s sewer line under the SLPP.

American Water Resources (AWR) appreciates the opportunity to respond to your September 21, 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 August 25, 2016 to report a sewer...

line back-up.  AWR dispatched a contractor who determined that Mr. [redacted] line had a blockage.  The contractor snaked, jetted and put a camera in the line.  The contractor advised AWR that the video revealed roots in the sewer line as well as a back pitched line.  AWR dispatched a contractor to re-jet the customer’s line and remove the roots on September 26, 2016.  Pursuant to the Program’s Terms and Conditions, AWR will not repair anything caused by a third party.  A back pitched line typically results from the improper installation of the sewer line by a third party.  We advised Mr. [redacted] that back pitched lines are not covered under the Program and it is the customer’s responsibility to repair the back pitch in his sewer line.  His claim 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.

Complaint: [redacted]
I am rejecting this response because:While they continue to maintain that they resolved the issue, they did not.   I forwarded them receipts for the work that I had to get done immediately after they left me with a badly repaired piece of landscaping pipe, cut several times and shortened, they did not get back to me.  
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your August 4, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] contacted AWR on May 23, 2016 to enroll in the Water Line Protection Program (WLPP).  On June 9, 2016, he contacted AWR to...

cancel his enrollment in the WLPP after being advised by AWR that the claim he was reporting was not covered under the WLPP.  AWR agreed to refund his total annual Program fee.  However, Mr. [redacted] refund has been delayed by problems associated with AWR’s transition to a new computer system.  We apologize for any inconvenience this may have caused Mr. [redacted].  A refund check is being mailed overnight to the customer on August 12, 2016 for delivery on August 13, 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.

Complaint: [redacted]
I am rejecting this response because: I don't think they are taking responsibility for THEIR OVERSIGHT or the UNETHICAL matter in which our refund was handled.  Their explanation makes it appear as if this was an error on the part of my husband and I that WE overpaid our account.  When in FACT they sent a paper bill and received payment PRIOR to an electronic debit that was set up whereby THEY TOOK AN ADDITIONAL PAYMENT.  It took nearly 3 months to clear the matter up AND that is ONLY because my husband and I caught the error on our bank records and continued to follow up with the $197 oversight.  It was also interesting how our complaint and our bookkeeping records saved 900 of their customers from being neglected in refunds (according their customer account manager).  We have since received our overpayment - that should have NEVER happened if they ran an ethical billing process. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: there is not one part of AWRs response that satisfies any reasonings why it took 6 weeks/42 days to do an EMERGENCY water line breakLets look at the facts the actual facts2-24-16 The contractor shows up and yes it was raining , but the first thing the contractor says to me is that they have to hire a leak locating company to locate the leak , this is    AWRs policy and it was a requirement , He also stated that he could hear the water running and there was a major leak ,with a large amount of constant water loss. The fact that it was raining had no impact on what was to be done this day, the contractor himself told me he was here to look the job over only, and to verify that there was a leak. everything he wanted to do this day he could do even though it was raining           The leak locating company did not show up for aproximatly 10 days. I called AWR and stated there was no movement on my repair and I was concerned about the water loss and the cost of my next water bill, there exact answer to me was not to worry about the water bill because the water company would make deductions ,for the water loss and I would only have to pay a small portion.Major question here, at this point AWR and the Contractor know they have to get a permit , why did the not apply at this time why did they wait for 2.5 more weeks after the contractor's original visit to apply for a permit , This is a prime example of why this EMERGENCY water repair took 6 weeks.AWRs next statement that" the contractor had to determine how the water line would be repaired". REALLY ,a major plumbing contractor has to determine how he is going to fix a broken water line. You seem to be trying to state that it took a couple days to DETERMINE how to fix a broken water line , they knew how they were going to fix the water line before they even got here.You cut out the broken piece and install a new section of line at the breakAWRs next statement that they had to apply for the permits and utility markouts. The contractor actually sent the permit application into township via the united states post office mail, they actually call it snail mail for a reason , This permit could have been hand delivered to the township and if the Township was told it was an emergency water line break , the township would have given an approval to start the repair immediately, its done all the time .This EMERGENCY water line repair was not handled as an emergency , it was handled like there were amature's doing the job, with no urgency neededThe next statement says you had to apply for utility mark outs, this is a simple procedure ,it so simple its called "ONE CALL". you make one call and you are guaranteed that within 48 hours the utilitys will be marked out, this is not a time consuming process and should not hold up the repair. The day the contractors showed up they told me they were waiting for the markouts, so once again there was no preparation such as scheduling this and calling it in a couple days in advance.OK ,this final statement makes no sense at all ,AWR states that "however obtaining utility markout's and permit approval from the township was further delayed ,due to the township office closing and adverse weather conditions. MAN what a crock ,I received a call fron the contractor that they had been notified by township that the permits were ready and the contractor was going to send a check for the permits once again VIA UNITED STATES POST OFFICE, this is how I found out that they applied for the permits this same slow way,I went ballistic and insisted that the drive over and get the permits that dayI was loosing so much water that it ended up costing me about $30 to $40 dollars a day , for every day the water line was not repaired ,I pleaded with the contractor ,and AWR to no avail, the contractor did not care about my wants ,I  was not the customer ,AWR does not have a clue how to handle EMERGENCY water line repairs. This whole affair has been one debacle after another and once again Im here at the computer writing another letter trying to get a resolution to something tha should never have been this way, this is a disgraceThis is no way to do business. Iam not going to stop until this situation is resolved to my satisfaction, IAM WILLING TO TAKE THIS ISSUE TO ARBITRATION , IVE REQUESTED ARBITRATION 4 TO 5 TIMES AND NOTHING HAPPENS ,I AM PREPARED TO TAKE THIS MATTER TO SMALL CLAIMS COURT ,BUT AWR WILL NOT RELEASE THE NAMES TO BE IDENTIFIED IN THE CASE. I WILL NOT ALLOW THIS TO STOP TILL JUSTICE IS DONE                            [redacted]
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 20, 2014 correspondence regarding the rejection filed by [redacted]. As part of this claim review, AWR contacted the customer. We found out that the water line was replaced. Please be advised that the Water Line Protection Program is a program under which AWR will pay to repair water line leaks; we would not replace the customer’s entire water line. AWR informed Mr. [redacted] that he may submit the itemized invoice along with proof of payment for review. AWR will contact Mr. [redacted] directly in order to resolve his issue and will update the customer accordingly. 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 7, 2016 correspondence regarding the complaint filed by [redacted]. On October 21, 2015, AWR received Ms. [redacted]’s request to cancel her program enrollment via mail.  She requested a refund for payments...

made after she sold her property in June 2015.  It is the customer’s responsibility to cancel their account at the time they sell their home as AWR would otherwise have no knowledge of the transaction.  As a good faith gesture, AWR will mail a refund check to Ms. [redacted] for program fees paid to AWR after the sale of her home.  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 implies that I have not been cooperating or following through, which is absolutely not the case. AmWater says here that they attempted to contact me "several times."  I am very easy to reach, and I answered the phone the first time Am Water called - I spoke at length to a representative named [redacted]. I told her that as soon as I got the itemized bill from the contractor I hired to fix my bathroom leaks, I would pass it on to AmWater. And that's what I did. I finally got the itemized bill from the plumbing contractor yesterday. Yesterday evening I emailed the plumbing bill to [redacted], I also emailed her scans of my credit card statement proving that I already paid the plumbing bill. In short, I have done everything I could to resolve this.  I'm surprised that I haven't yet received confirmation from Am Water that they received the documents I sent yesterday.  
Regards,
[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:
The company was unable to provide a full retroactive refund or services requested as initially promised by AWR's customer service representatives.  A partial refund was provided after my initial call for my second customer service issue with AWR.  Though I would never re-sign another contract with AWR, nor would I ever recommend their services to any other customer due to poor customer service and questionable contractual misrepresentations, I nevertheless received a partial refund of about $25, which apparently is all this multi-million dollar company can part with after the numerous customer service issues I have encountered with them.Therefore, I relunctantly accept AWR's solution since only two options are given here (accept/reject).  I would not be surprised if the number of complaints continued to increase if additional customers sign their contracts.Thanks for your assistance.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 25, 2015 correspondence regarding the rejection filed by Mohamed Hachicha. As we stated previously, [redacted] initially contacted AWR on May 21, 2015 to report a back up. AWR did not dispatch a contractor to the [redacted] property because [redacted] advised that the sewer line was cleared by a private contractor and she was no longer experiencing a back up. On May 26, 2015, AWR discussed the reasons for the denial of the claim with [redacted], who advised AWR that no prior work on the line was performed by a private contractor. [redacted] then cancelled the program at the end of the May 26, 2015 discussion. The claim remains denied. 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 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 July 28, 2015 correspondence regarding the rejection filed by [redacted].As previously explained, the [redacted] claim was denied because [redacted] initially advised AWR that a private contractor cleared the line and she confirmed that she was not experiencing an issue when she contacted AWR. AWR has fulfilled its obligations under the Agreement. Therefore, the claim remains denied.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 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 May 12, 2015 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] correctly submitted his new banking information. The change has been made to his account. The next monthly program fee will be debited...

from the new account he provided. 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 June 7, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] is enrolled in AWR’s In-Home Plumbing Emergency Program (IHPP).  On June 2, 2016, she contacted AWR to report her washer was...

backing up into her kitchen sink.  AWR dispatched a contractor to investigate the claim.  The contractor was unable to clear the blockage and recommended making additional repairs. The contractor could not return to complete the repairs until the following week, so we sent another contractor to Ms. [redacted]’s home.  The second contractor noted that repairs at the customer’s property had already begun and that they did not want him to proceed with his suggested repairs.  We reviewed the [redacted]’s claim file and contacted them for additional information.  Ms. [redacted] confirmed that the repairs have not been completed.  We are gathering information about the recommended repairs from our contractor to fix the [redacted]’s problem.  We will work with the customer to resolve the waste water drainage problem in accordance with the IHPP Terms and Conditions. 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 November 12, 2015 correspondence regarding the complaint filed by [redacted]Jessica H[redacted] was a customer of AWR’s Water Line Protection Program (WLPP). On August 17, 2015, [redacted] contacted AWR and reported a leaking...

water line. AWR dispatched a contractor to investigate the issue, and he found that [redacted] had a Polybutylene water line. Pursuant to the Program Terms and Conditions, AWR does not cover Polybutylene pipe. As a result, [redacted]’s claim was denied, and we will refund the full amount [redacted] paid for the WLPP.AWR takes all consumer concerns seriously and we apologize that this issue caused [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.

As we explained in our previous responses, American Water Resources timely responded to Mr. [redacted] regarding the identical claims he reported on November 30, 2016 and December 13, 2016 and promptly advised him that the claims were not covered under the programs that he is enrolled in at AWR.  Any delay and/or alleged property damage Mr. [redacted] experienced in responding to his claims was the responsibility of Mr. [redacted], not AWR.  Mr. [redacted]’s request was denied in accordance with the Program Terms and Conditions, and we have not received any information that changes our position regarding his claim.  While we regret that Mr. [redacted] remains unsatisfied with our responses, his request remains denied. Please contact me with any questions.  Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because:
it is untrue that I did not want the drain snaked.   the agents of njaw co refused to snake the drain or any other because they broke the pipe by using an electric snake instead of a manual snake.   
this is unacceptable as I now have to live with a huge hole in my ceiling and cannot afford to have it repaired.   I want this complaint left for other customers to see that njaw co does not stand by their agents that represent their company so any one else thinking of purchasing the plan will think twice and hire elsewhere.   this is a terrible way to do business.  when a company contracts another company to do work for them they should stand by the work they do good, bad or indifferent.   it sickens me to think they have no business integrity and that they are the only game in town for delivery of my water.   they aren't even willing to refund me the amount I paid up front for the yearly contract I purchased from for the plumbing service.it's disgusting!
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your October 5, 2016 correspondence regarding the complaint filed by [redacted] Ms. [redacted] was initially enrolled in AWR’s Water Line (WLPP), Sewer Line (SLPP) and In-Home Plumbing (IHPP) Emergency Programs.  On...

August 5, 2016, Ms. [redacted] contacted AWR to upgrade her programs . AWR did not overcharge the customer’s account.  The debits for Ms. [redacted] regularly scheduled June and July program fees for her WLPP, SLPP, and IHPP were delayed due to technical issues involving AWR’s billing system.  As a result, the program fees for June and July were charged to her account on July 13, 2016 along with her August payment.  On August 29, 2016 Ms. [redacted] contacted AWR to cancel her programs and to inform us that we overcharged her account.  A cancellation letter will be mailed to the customer and AWR will refund the customer shortly for any unused program fees charged after August 29, 2016.  We apologize for any inconvenience this 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.

As we explained in our previous responses, the Program does not cover repairs to shower heads or shower valves, which was communicated to Mr. [redacted] on multiple occasions.  Mr. [redacted]’s request was denied in accordance with the Program Terms and Conditions, and we have not received any information that changes our position regarding his claim.  While we regret that Mr. [redacted] remains unsatisfied with our responses, his request remains denied. Please contact me with any questions.  Thank you for your time and consideration.

Complaint: [redacted]
I am rejecting this response because: The part about the bad odor was completely ignored. The company will only respond to backups. That is ridiculous inmy view  since the odor could be caused by a defective pipe. How could the contractor claim the pipe was in good condition when he refused to examine the pipe which is why we have insurance. The company appears to take our money then only drain clearance is performed. This could be done for $49.99 by the guys across the street. We need service. I need to have the pipe examined to see if it is causing the odor. The company's performance through the contractor was insulting since he claimed that I was smelling a dead mouse for  the past 6 months. 
Regards,
[redacted]