Dumpling House

American Water Resources (AWR) appreciates the opportunity to respond to your April 6, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in AWR’s In-Home Plumbing Plus Program (IHPPP) effective April 25, 2015.  She contacted AWR on June 26, 2015 to...

report a clogged tub as well as other claims.  AWR dispatched a contractor to investigate the claims and discovered a leak in the tub’s drain line.  In order to repair the leak, the contractor required access to the pipe, which was internally located in the ceiling.  Pursuant to IHPPP’s terms and conditions, AWR will not repair any openings made in walls, ceilings or surfaces inside a customer’s home for AWR’s independent contractor to access a supply or drainage system.  Therefore, Ms. [redacted] was advised to hire a private contractor to cut and repair the ceiling.  Ms. [redacted] hired a contractor to open the ceiling, and AWR completed the repair to the leaking pipe and unclogged the tub on June 30, 2015. On July 20, 2015, Ms. [redacted] contacted AWR to report her sink was clogged.  AWR dispatched a contractor to investigate the claim and determined that in order to unclog the sink, the drain must be snaked; however, Ms. [redacted] did not want the drain snaked.  As a result, the contractor could not repair the clogged sink. On March 26, 2016, Ms. [redacted]’s IHPPP was cancelled due to a payment failure. Ms. [redacted] contacted AWR on April 5, 2016 requesting that AWR remove the clog in the drain line and pay for damages to her ceiling.  AWR advised the customer that we were not responsible for the damaged ceiling and that we could not perform any repairs to her drain line because she is not enrolled in IHPPP. AWR has reviewed Ms. [redacted]’s claim and we determined that a refund will not be issued and her claim 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 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 21, 2016 correspondence regarding the rejection filed by [redacted]. As we previously responded, AWR was unable to repair a clog on Ms. [redacted]’s drain line when she contacted us on April 5, 2016 because her enrollment in the In-Home Plumbing Plus Program (IHPPP) was cancelled due to a payment failure.  AWR also advised Ms. [redacted] at that time that we were not responsible for repairing her ceiling under the IHPPP’s terms and conditions.  Ms. [redacted]’s claim remains denied and a refund will not be issued.  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 June 30, 2016 correspondence regarding the rejection filed by [redacted].On October 21, 2015, AWR received Ms. [redacted]’s request to cancel her programs and receive a refund for payments made after she sold her property in June 2015. AWR sent Ms. [redacted] a check in the amount of $8.48 on November 19, 2015 and another check in the amount of $18.99 was sent to her on June 20, 2016. Her total refund was $27.47.

Complaint: [redacted]
I am rejecting this response because:
When AWR's contractor came to my residences there was no water in the sewer trap. AWR's contractor had me run all the sinks and continuously flush all the toilets for more than a half hour. After a half hour, the water started to slowly rising out of the sewer trap clean out plug. It rose about half way up in the sewer pit. The contractor went to his van and brought his snake into the house to clean the line. Then a second individual came and the two of them had a private discussion. After the discussion with second individual, the contractor took his snake and left my home. He told me to call AWR.If there is a severe backup pitch as they claim, it would not take over a half hour for the water to come out of the clean up plug. The contractor sat and watched the water running through the sewer line for a half hour. How could he claim that the pitch was the problem if he did not use a snake nor a camera in the sewer line to the road. Under normal usage since June 6, 2015 I did not see any water in the pit.  From this I come to the conclusion the contractor wanted to make money off of me by using AWR to claim these repair are needed. Under the service contract, I would like AWR to have someone come back to my house, snake the line and prove that there is a pitch as they claim. I applied on May 06, 2015 for the protection program. I was given effective date of June 6, 2015 on May 20, 2015. They took one month to give me an effective date. I called on the day I had coverage. I am a new owner of this property and not aware of any prior issues before June 6, 2015.
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:
A couple days ago, I received a letter and a form that I am to sign and return to Am Water. They say that, after they receive that signed form from me, I will receive a check from them (within about 3 weeks) to reimburse me for having to hire my own plumber after they originally refused to repair my leaks under the Line Protection Plus program. My computer was not working for a couple days, but it's now fixed and I plan on printing, signing, scanning, and emailing that document back to them today. It looks like things are getting resolved, but I won't withdraw my complaint until I receive the check. Thanks,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I reject AWRs' response because their plumber did not do everything possible to ascertain that the problem was not in the house. I have photos and videorecordings of the plumber I hired out of pocket snaking the line in the house. This was AWRs' responsibility.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They are absolutely wrong statements. I Can't accept their wrong statements. They are completely wrong and their independent contractor confirmed me about work. They marked all the points needs to be repaired, recently I heard lot of other AWR customers also complaining their service. This is 100% cheating insurance company.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your July 13, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] was enrolled in the Sewer Service Line Protection Program (SLPP). She contacted AWR on February 7, 2015 to set up a...

claim for a backed up sewer line. AWR dispatched a contractor to the property on February 9, 2015 and the contractor cleared the line of the blockage that was causing the back up. On March 9, 2015, the same contractor revisited Ms. [redacted]’s property and again cleared the line. The contractor also conducted a video of the line and advised AWR that there was a back pitch in the line, which was communicated to the customer. Ms. [redacted] requested a second opinion regarding the back pitch, and we dispatched a second contractor to the property. The second contractor visited the property on or about March 12, 2015 and cleared the line. The contractor also videoed the line and confirmed in May 2015 that line was back pitched. Under the SLPP’s terms and conditions, AWR will not repair anything caused by any third parties such as back pitches. We advised Ms. [redacted] that her claim was denied because the sewer line was back pitched and we informed her that the SLPP would be cancelled since we are unable to provide her service in accordance with SLPP’s terms and conditions. We inadvertently did not cancel Ms. [redacted]’s SLPP until after she contacted us in July 2016; therefore, the customer will receive a refund representing her SLPP payments from June 2015 through July 2016. 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: I have a special offer paper from them and this was the reason I called to sign up for their offer. I am not able to attached it at this time because I am not at my home computer, if I you give me a fax number I fax the the offer which clearly shows their offer was $120 for both water and sewer protection. Why would I agree to pay $149.88 when the offer they sent me was $120. Because they offered me their triple protection package with a $20 discount if I acted "Right Now'.   I know I am 100% correct and I ask to hear the recording when the we called in and they so called said these things stated above. 
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 6, 2015 correspondence regarding the complaint filed by [redacted]s wife initially contacted AWR on May 21, 2015 to report a toilet back up. [redacted] advised AWR that she privately hired a...

contractor to investigate the back up and clear the line. Based on the description of the problem, AWR informed [redacted] that the issue was an in-home problem that was not covered under her husband’s Water and Sewer Line Protection Program. According to [redacted], the contractor she retained cleared the sewer line and advised her that the line had tree roots and was broken in several places. [redacted] also demanded that AWR send a contractor to her property to camera the line. AWR informed [redacted] that since the line was clear AWR would not be dispatching a contractor. Based on the foregoing, AWR denied the claim. Subsequently, the customer cancelled the program and AWR refunded the customer $165.78. 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.

Complaint: [redacted]
I am rejecting this response because: it is neither correct nor complete.  The reason for the complaint is that AWR variously advised that a check was mailed on Oct 2, 5, and now 9, 2015 but was never received.  When I contacted them to follow-up, I was given various reasons why a new check could not be issued promptly, mostly having to do with referring the matter to "Great Plains" or the "head office" and checking to see if the alleged original check had been cashed --neither of which should take more than a day, but did, requiring me to call back again and again.  When I contacted the credit card company to dispute the original charge, I was advised it was too late.  Not wanting to let the matter drag on any longer, I contacted Revdex.com.  I am grateful for your assistance because it apparently prompted AWR to act. This week I received a check in the mail.  The matter is now resolved, thanks to Revdex.com.  I remain concerned about AWR, however, considering that it is selling consumers what is either insurance or a financial derivative but is entirely unregulated. 
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:
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 August 1, 2016 correspondence regarding the complaint filed by Mr. [redacted].Mr. [redacted] was enrolled in the Water Line, Sewer Line and In-Home Plumbing Emergency Programs offered by AWR. The monthly program fee for the...

Water Line and Sewer Line Protection Program is $10.99 and the monthly program fee for the In-Home Plumbing Emergency Program is $4.99. Mr. [redacted]’ regularly scheduled program fees were charged on the 30th day of each month. We implemented a new billing system, and as a result, we did not charge the program fees for the month of June. Instead, we charged the June program fees in the amounts of $10.99 and $4.99 on July 27, 2016 and we charged Mr. [redacted]’ account $10.99 on July 30, 2016, which is his regularly scheduled program fee for the Water Line and Sewer Line Protection Program. Per Mr. [redacted]’ request, his programs have been cancelled and he will receive a refund in the amount of $26.97, which is the sum of the program fees charged to his account in July 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 February 25, 2016 correspondence regarding the complaint filed by [redacted]. Ms. [redacted] enrolled in AWR’s residential Water Line and Sewer Line Protection Program by completing an enrollment form online. Ms. [redacted]...

contacted AWR on September 14, 2015 informing us that she inadvertently enrolled in the residential program instead of the commercial program.  The AWR customer service representative cancelled her enrollment in the residential program and issued a refund for the annual amount Ms. [redacted] paid when she enrolled.  The refund check was sent to Ms. [redacted] on October 9, 2015.  Ms. [redacted] contacted AWR on February 22, 2016 to advise that she never received the refund check.  We confirmed that the refund check was not cashed and reissued another check which was sent to the customer on February 26, 2016.  We apologize for any inconvenience this issue may have caused 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 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 HAS MADE AN OFFER,AND WHEN THIS OFFER IS FINALIZED, THEN I WILL HAVE A DIFFERENT OPINION , BUT UNTILL I RECIEVE MY COMPENSATION ,I INTEND TO STAY THE COURSE.AND REJECT THE RESPONSE
Regards,
[redacted]

Service at property now in the customer's name.  Meter changed and customer will now be billed for service here.  Old meter was still at property but was listed in system as removed.  Based on that will recommend no backbilling for this customer.

Complaint: [redacted]
I am rejecting this response because:[redacted] who they sent did a terrible job and had the worst customer service ever.  They never informed us about a collapsed pit.
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:
I have reviewed the response made by the business in reference to complaint ID [redacted].If the correct bank account is billed in June 2015, then I will accept that this resolution is satisfactory to me.
So, my acceptance is conditional at this time.
Regards,
[redacted]

American Water Resources (AWR) appreciates the opportunity to respond to your June 20, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in the Water Line Protection Program (WLPP). He contacted AWR on February 23, 2016 to set up a claim for a leaking water...

line. AWR dispatched a contractor who arrived at Mr. [redacted]’s property on February 24, 2016 to investigate the leak and determine a course of action. It was raining that day, so the contractor was unable to locate the leak. The contractor later engaged a leak detection company to pinpoint the leak, which prolonged the process. Once the contractor determined how the water line would be repaired, the contractor had to apply for the required permits and utility mark-outs. However, obtaining utility mark-outs and permit approval from the township was further delayed due to township office closings and adverse weather conditions. The water line leak was repaired on March 30, 2016 and upon inspection by the township, the inspector informed AWR’s contractor, for the first, time that additional attachments along the water line had to be replaced before he would approve the repair. The contractor had to order the parts because he was not aware of the need to install them while repairing the water line leak. The additional water line attachments are not covered under the WLPP and the need for them was not communicated to the contractor prior to the inspection. In accordance with the Program Terms and Conditions, AWR will not repair or replace any connections and/or extensions to a customer’s water line such as pressure reducing valves and expansion tanks. Additionally, AWR will not pay for lost water costs. As a customer courtesy, AWR paid to replace Mr. [redacted]’s pressure reducing valve and expansion tank at the time of repair. However, we are not willing to cover the cost of lost water.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 December 17, 2016 correspondence regarding the complaint filed by [redacted]. Mr. [redacted] is enrolled in AWR’s In-Home Plumbing Plus Program (EIPP).  He contacted AWR on November 30, 2016 to report a leaking...

showerhead and shower valve.  An AWR claims representative informed Mr. [redacted] that repairing showerheads or shower valves is not covered under the EIPP.  As a result, his claim was denied.  On December 13, 2016, Mr. [redacted] independently called AWR’s contractor and scheduled an appointment for the contractor to install an owner provided [redacted] shower valve cartridge in his basement shower. Mr. [redacted] cancelled the appointment he scheduled with the contractor on the same day because he was planning to try to fix the issue himself.  However, he called the contractor again on December 13 and said he was not able to fix the shower and scheduled another time for the contractor to return to his home to repair the shower valve.    Also on December 13, 2016, Mr. [redacted] called AWR to set up a claim for a leaking supply line serving the shower in his basement.  AWR later dispatched an independent contractor to investigate Mr. [redacted]’s claim; the contractor dispatched by AWR was the same contractor Mr. [redacted] contacted separately on the same day.  The contractor visited Mr. [redacted]’s home on December 14, 2016 to address the claim he reported to AWR on December 13, 2016 at which time the customer tried to cancel the visit with the contractor.  Ultimately, Mr. [redacted] allowed the contractor to investigate the supply line problem he reported to AWR and the contractor determined that the leak was not on the supply line.  The contractor determined that the issue was a leaking shower valve within the shower area, which is the same problem he reported to AWR on November 30, 2016 and privately contacted the contractor about on December 13, 2016. Mr. [redacted] was informed by AWR on November 30 and December 14, 2016 that repairing his shower valve is not covered under the EIPP.  As a result, Mr. [redacted]’s EIPP claim remains denied.   Moreover, the contractor reported that the leak was contained within the shower area and that the surrounding area was not damaged.  Since the claim was denied and responded to in a timely manner, AWR will not pay Mr. [redacted] the amount he is requesting. 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.