Complaints

This profile includes complaints for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Water Resources, LLC

  1000 Bishops Gate Blvd Ste 301 Mount Laurel, NJ 08054-4642

  
• 

  American Water Resources

  1410 Discovery Pkwy Alton, IL 62002-6504

  
• 

  American Water Resources

  5201 Grand Ave Davenport, IA 52807

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 03-24-25 called pawc for a clogged toilet/sink issue. called their protection number. advised by them it would take approx. 48 hrs. to respond to residence for the clogged toilet/sink. I pay a monthly fee of approx. ***** for Maintenace on my plumbing. The company never showed up. I called a plumber at it cost me $ ****** I seek either a reimbursement or a credit to my account. I have the receipts if needed.

  

  Business Response

  Date: 04/10/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 10, 2025, correspondence regarding the complaint filed by ****** ******.
  
  We appreciate the opportunity to address Mr.****** ******* concerns regarding his In-Home Plumbing Protection Program (IHPP).
  
  On March 26, 2025, Mr. ****** contacted AWR to report an internal blockage. Our contractor promptly reached out to Mr. ****** to schedule an appointment for the following day. However, Mr. ****** declined this appointment, requesting same-day service instead. Subsequently, Mr. ****** filed a complaint seeking reimbursement for hiring his own provider.
  
  We are pleased to inform you that Mr. ******** reimbursement request was approved on April 4, 2025. He can expect to receive the reimbursement within 7 to 14 business days from that date. We encourage Mr. ****** to reach out with any further questions or concerns. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ****** 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

  Customer Answer

  Date: 04/10/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The waste and overflow is leaking in my basement the contract states that clogs and leaks are covered. Water lines up to the converter. Been trying to get someone from the company to explain why the waste and overflow is not covered when it's part of the drainage system

  

  Business Response

  Date: 04/01/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 31st, 2025, regarding the complaint filed by ******* *****. 
   
  Upon receiving the above referenced matter, Mr. ***** called AWR on March 19th, 2025, to report an internal plumbing issue and *** dispatched a licensed contractor to the home to investigate the matter. It was later confirmed that the repair needed on the overflow and waste connection was not covered, and the claim was later denied. AWRs Terms and Conditions explain that fixtures are not covered under the In-Home Pluming Protection Program he has with AWR. We have spoken to Mr. ***** to provide him with the update, and we encourage Mr. ***** to call AWR with any further questions or concerns he may have. 
   
  AWR takes all consumer concerns seriously and we regret that this issue caused ******* ***** 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 if you have any additional questions. Thank you for your time and consideration.?? 

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a break in my water service line and contacted a local plumber to repair it. I did contact American Water Resource and asked if I would be reimbursed for repairs and was told yes. After my repair was completed I contacted American Water Resources and was then told that because I did not use their plumber they would not reimburse me. I asked about partial reimbursement but was told that not using their plumber they would provide no reimbursement at all. I know that with other insurance plans that out of network expenses are covered at a lower rate but usually covered. When you have water being wasted and spilling over the sidewalk as a safety hazard, I just called a local plumber with a good reputation to fix immediately. I paid over $4600 to dig up and replace the service line as it went under the sidewalk and the driveway. This looks like the insurance is just using this to save money by refusing to pay.

  

  Business Response

  Date: 04/07/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 31, 2025, correspondence regarding the complaint filed by **** ****.  
  
  Upon receiving the above-mentioned matter (AWR) has communicated with **** **** and clarified that we will honor his invoice and reimburse him for the out-of-pocket expenses he incurred for his repair, even though he did not contact us first as required under our policy. We (AWR) encourage **** **** to contact us with any additional questions or concerns.  
  
  American Water Resources (AWR) takes all consumer complaints seriously and we regret that this issue caused **** **** to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had (i.e., cancelled today because of todays incident) **** in home plumbing plus warranty. When I recently turned on the water supply valve in my basement that turns on/shuts off water that leads to the outdoor supply valve, the indoor valve started leaking. I filed a claim through *** and a plumber was sent. The plumber said the valve needed to be replaced. But, to replace the indoor valve, he also has to replace the valve/pipe outside the house. Even though the outdoor pipe/valve work fine, the plumber said he did not have enough room to perform the work necessary to replace the indoor valve w/o also replacing the outdoor parts.After the plumber contacted AWR, he told me *** agreed the indoor valve replacement was covered. But, *** would only pay for that, and not any of the other work needed to actually do the job. That would leave me having to pay $800+. I contacted ***, and explained the outdoor portion is not damaged. The only reason the plumber says he needs to replace it is because that is the only way he can do the warranty repair. But ****, the *** **** told me I should be familiar with what is covered. I finally cancelled all of my warranty coverages through ***, since it was clear they would ***** their responsibility the moment you had a claim of any significance.I have since re-read the ****************** for this warranty. It includes a list of things AWR will not replace. It lists things it will not repair. And it has things it will not replace OR repair. Here is the relevant portion of what is not covered for my warranty claim:Repairing any portion of Your Supply System extending outside Your Home, such as outdoor faucets and hose bibs, or lines and pipes to outdoor faucetsNote that repairs are excluded, but it does NOT exclude replacement. The outdoor portion is not damaged, so it does not need to be repaired. It needs only to be replaced so the plumber can replace the part AWR admits is covered.

  

  Business Response

  Date: 04/04/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 28, 2025, correspondence regarding the complaint filed by **** ********.
  
  We appreciate the opportunity to address ****************** concerns regarding his Enhanced In Home Plumbing Protection Program (EIHP).
  
  On March 28, 2025, Mr. ******** contacted AWR to report a leaking shut-off valve. The claim was promptly assigned to Prime Plumbing, who was dispatched to investigate the issue. Initially, the contractor's proposal for the necessary repair was approved, but it included an out-of-pocket cost for the customer, which led to Mr. ******** filing the complaint.
  
  Upon receiving and reviewing the complaint, upper management approved the claim in full. *** will be dispatching a different provider to complete the repair. We are committed to working with Mr. ******** until his issue is fully resolved. We encourage him to reach out with any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused **** ******** 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

  Customer Answer

  Date: 04/04/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Please note that the *** representative who contacted me advised me on Wednesday, April 2 that my repair had been assigned to a new contractor that would be contacting me shortly. I have not heard from a contractor, yet. And when I called *** customer service line today, I was told it has yet to be assigned to anyone. But, assuming *** does make sure my repair is completed, I am satisfied with the proposed resolution.

  
  Regards,
  
  **** ********

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I filed a complaint with BBB regarding this issue with AWR (see BBB complaint #********) on March 28th. On March 30th, AWR responded via BBB saying Upon receiving and reviewing the complaint, upper management approved the claim in full. *** will be dispatching a different provider to complete the repair. We are committed to working with Mr. ******** until his issue is fully resolved. We encourage him to reach out with any further questions or concerns. This is the last communication I have received from AWR. I have contacted the company repeatedly to get my repair scheduled. Ive escalated this to a supervisor multiple times. Every supervisor has said theyve escalated this to their internal department that handles BBB complaints and that someone from their would call me back later that day. Ive yet to receive a single call, let alone have my repairs scheduled. It appears AWR has no intentions of actually following through on what they have promised to do. My family and I need to travel on May 3rd. We need to get the repair completed prior to this date as we do not want to risk our basement flooding due to the internal shutoff valve further deteriorating.
  
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 04/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 28, 2025, correspondence regarding the rejected complaint filed by **** *********
  
  We appreciate the opportunity to address ****************** concerns regarding his Enhanced In-Home Plumbing Protection Program (EIHP).
  
  On March 28, 2025, *********** contacted AWR to report a leaking shut-off valve. The claim was promptly assigned to Prime Plumbing, who was dispatched to assess and address the issue. Initially, the contractors proposal for the necessary repair was approved, but it included an out-of-pocket expense for Mr. ********* This understandably led to his filing of the complaint with the Better Business Bureau.
  
  Upon reviewing Mr.Yanovichs concerns, upper management reassessed the situation and approved the claim in full. The contractor was dispatched, and the repair has been successfully completed.
  
  *** remains committed to customer satisfaction and encourages Mr. ******** to reach out should he have any additional questions or concerns.
  
  
  AWR takes all consumer concerns seriously and we regret that this issue caused **** ******** 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.

  Customer Answer

  Date: 04/22/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not pleased with this company. These services are paid for monthly yet when you need to utilize it, they are unable to locate a contractor in your area. So you have to find your own provider and they will "reimburse" you. This does not happen without constantly having to call them. Each time you call them you have to go over the entire scenario with a new representative like the information is not in their system. EACH time! This is not only unprofessional but extremely annoying. I sent a check to them a check to pay for the exterior program that I am enrolled in. Instead of them applying that to the proper contract, they deducted it from the refund of the interior contract, reducing the amount due to me - one has nothing to do with the other. I would like to know what action I can take to obtain what is owed to me. In the meantime, once the contract dates are up, I have opted not to renew either service.

  

  Business Response

  Date: 03/26/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciates the opportunity to address ***** **** concerns regarding your March 24, 2025, correspondence.
  

  ***** **** is currently enrolled in the Water Line, Sewer Line, and ***************** Protection Programs with American Water Resources (AWR). She was previously enrolled in the ***************** Program, which was terminated, and a pro-rated credit will be issued within 60 days. Additionally,the remainder of this program has been refunded in full for the amount of the renewal check sent in January 2025.
  

  AWR has communicated with Mrs. **** to explain her refunds and has encouraged her to reach out with any future concerns.
  

  AWR takes all consumer concerns seriously, and we regret that this issue caused ***** **** 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.

  
  

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with a customer service representative on the phone 3/21/2025 to inform them I was cancelling my water line insurance coverage as of the end of March, 2025. They had, in the last year, raised my premium payment by 50%. I checked with my homeowners insurer and found out that I could get similar coverage for considerably less (about $100/yr.). When I asked if I would be getting a refund of the monthly premium (covering through April 11, 2025), I was informed that not only would I not be getting a refund, but they would be charging me in April as well, as this is their standard policy. This seems unlawful to me and I informed the representative that I would be filing a complaint with the *** (which I have) as well as the BBB.

  

  Business Response

  Date: 03/31/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 21, 2025, correspondence regarding the complaint filed by ****** ******.
  
  We appreciate the opportunity to address the concerns raised by Mr. ****** ****** regarding his enrollment in **** protection programs.
  
  Mr. ****** contacted AWR on March 21, 2025, to cancel his account due to a price increase. His account was successfully canceled on the same day. However, Mr. ****** filed a complaint after being informed by our agent that he would still be responsible for the April bill, as his cancellation occurred within the billing cycle running from March 17 to April 16.
  
  We have made several attempts to reach Mr. ****** to clarify that the last payment received on March 17, 2025, would be the final payment to AWR, as his account is now canceled. Additionally, as a courtesy, we have refunded this payment due to his cancellation occurring four days into the new billing cycle. Mr. ****** will receive the refund within 7 to 14 business days.
  
  We encourage Mr. ****** to reach out with any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ****** 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.
  

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 properties insured by AWR. ******************************************* *************************************************************** ************************************* Yet, they refuse the fix my access to their website (it is showing my email is invaled). I called them 3 times about it, and still no result.FIX YOUR WEBSITE AND ALLOW ME PROPER ACCESS!!!!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. American Water Resources (AWR) appreciates the opportunity to address ** ******** concerns regarding your March 20, 2025,correspondence.
  
  ** ******** is enrolled in the Water Line and Sewer Line Protection Programs with American Water Resources (AWR). Mr. ******** has expressed concerns about his online portal access,where he can currently view the coverage for one of his properties at ************************************* However, he needs to add his two additional properties to reflect in the portal.
  
  *** has reviewed ************* portal and confirmed that it is established. We have spoken with *********** and explained the course of action to review his accounts further to seek the access he is citing is not there. We encourage him to reach out with further concerns.
  
  AWR takes all consumer concerns seriously, and we regret that this issue caused ** ******** 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. Tell us why here...

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb. 25, 2025 I contact a plumber for an outside water leak which a plumber arrived Feb. 26, 2025. While he was looking for leak, I realized I had "Water ************ repair that I have been paying $11.99 a month since 9/2022 thru my water company, ******** American Water company, with American Water Resources. I called American Water Resources and was told to send away the plumber, that they were sending a plumber from ****** Heating & plumbing ************, that the plumber will contact me with an arrival time in 1 to 2 hours. After waiting 3 1/2 hours I called ****** and found that the call had been cancelled by American Water Resources because ****** is located in **************, to far to come for the repair but no one calls me!!! I call American Water Resources and was told that someone will be contacting me by Feb.27, 2025 between 8-10:30. I asked for the phone numbers for plumbers that is contracted with American Water Resources so I can get this Leakage stop (water bill $545. usually $50.) I was told that no he didn't have any names or numbers, whoever calls me on Feb. 27, 2025 will let me know which plumbing company is coming or if I will need to find a plumber and be reimbursed after job is completed. NO ONE CALLED ME Feb. 27, 2025. I believe this company is committing fraud by having ******** American Water customers pay for a service that they will not honor when need to. I purchased both "In home plumbing Insurance $3.99 a month since 11/2022& outside water ************ line coverage $11.99 a month since 9/2022. I have cancelled my contract with them 03/18/2025 because they lied to me about sending help, about calling me back and they said my $49.00 plumber bill would be reimbursed back to me if I summit all the paperwork and then NOT honored again. SURPRISE, SURPRISE, SURPRISE! I WOULD LIKE TO MAKE OTHER POTENTIAL CUSTOMERS AWARE OF THEIR PROTECTION IS A WASTE OF YOUR HARD EARNED MONEY BECAUSE THEY ARE NOT COMING!! I WASTED $528.40 FOR NO SERVICE!

  

  Business Response

  Date: 03/20/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 19th, 2025, regarding the complaint filed by ******** ****. 
  
  Upon receiving the above reference matter, Ms. **** called AWR on February 26th, 2025, to report an external water line issue and there was a delay in contractor allocation. It was later confirmed to be on the water companies and the repair has since been completed. We have spoken to Ms. **** to provide her with an update, and we have produced a resolution to resolve this matter. We encourage Ms. **** to call AWR with any further questions or concerns she may have. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ******** **** 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 if you have any additional questions. Thank you for your time and consideration.?  

  Customer Answer

  Date: 03/21/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Spoke with Ruby with American Water Resources and she will be refunding 3 months of payments of protection (***** each month been with them since 2022) back to my account which I accepted but, I feel if the need should arise again for a plumber to come to my home in ************** for service of a leak I would still be waiting. 2 days is to long to wait for any calls back or plumbers to be sent to fix the problem.
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water sent out a provider and stop them through the job and would not approve any more time for it to be repaired. Then they back to a report that was done by ****** sewer back in 2021 saying my sink is improperly installed, which is incorrect And I requested a copy of this report and they wont provide it and Ive also called ****** sewer they wont provide it. ****** sewer not been in my home since 2021 and the report they wrote is fraudulent. Also American Water told me that they have a report from March13 of 2025 from ******************* Out of Granite city Illinois, which has not been in my house since 2021 and theyre denying the claim stating that my sink is improperly installed, it is not. I also have recorded phone calls where the representative ******* stated that they said theyre pulling mud out of my line which theyre not And Im still getting the runaround and still dont have this issue settled. They also keep stating that inspector one plumbing is not available and been in phone contact with inspector one which they have sent out on three different jobs that theyre unavailable, is not true. They have sent inspector one plumbing out and they pulled them off the job because they didnt wanna pay or approve any more pay to have thisdone. I know that the price that they quoted them was $1000 and something I have a $2500 policy limit And theyre refusing to send inspector one back out

  

  Business Response

  Date: 03/25/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 18, 2025, correspondence regarding the complaint filed by ***** ***********
  
  We appreciate the opportunity to address Ms.***** *********** concerns regarding her Enhanced In Home Plumbing Protection Program (EIHP).
  
  On March 11, 2025, Ms. ********** contacted AWR to report a clogged kitchen sink. The claim was promptly assigned to Inspector Plumbing after being reviewed by our provider operations team. Initially, the contractor's proposal for the necessary repair was denied due to information from a previous claim. However, after resolving this issue, the repair was approved and successfully completed on March 19, 2025.
  
  We sincerely apologize for any inconvenience this may have caused Ms. *********** We encourage her to reach out with any further questions or concerns.
  
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***** ********** 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.
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 11 American Water Resources contracted ********************* to come clear the drain in the laundry room tub. I told him when you flush the master bedroom toilet it overflows into the laundry room. He tried to snake the toilet but couldn't so he took it apart to clear it. He put 3 in. long screws in the holes to hold toilet in place. Was told everything was good. An hour later the tub is backing up onto the floor again, so I called and they said they would be back out by 7:30 pm, same day. They never showed up and I called quite a few times making sure they were going to come and they assured me they would, but didn'*. ************** come back out to snake the pipe 2 days later and after trying he says the snake isn't long enough and I'll have to be rescheduled yet again. Friday ********************* comes out and he can only snake so far because he saaid it has to be dug up from outside in order to get the roots out of the line and the pipe inside the house needed to be replaced because it doesn't have a proper entry and seal. I asked how much, he said about $450. I said ok how do I get it. His response was Water Resources would get his report in a couple of hours and then they should reach out to me. That was about 10:30 Friday morning. Didn't hear anything from either one of them until Saturday when I called American Resources to ask what was going on with my situation. They claim they just got ************** paperwork around 6:00 pm Saturday night, even thought the *** told me they would have his report in a couple of hours which would have been about noon time on Friday. American Resources wanted me to call ********************* to see what was going on and I told the ***s that's why I pay his company and it's not my job to call the contractor., besides I told him I had tried calling them in the past and they DON'T ANSWER THE PHONE!!! I'm still waiting for someone, anyone to call me.

  

  Business Response

  Date: 03/25/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 17th, 2025, correspondence regarding the complaint filed by ******* *********. 
   
  Upon receiving the above referenced matter, Ms. ***** called AWR to file a claim on March 10th,2025, to report an internal plumbing issue. There was a delay in rescheduling the appointment for the additional repair needed, however, AWR resent the contractor, and the repair has been completed effective March 19th, 2025. We have attempted to speak to Ms. ********* to provide her with the update but have been unsuccessful in reaching her. We encourage Ms. ********* to call AWR with any further questions or concerns she may have.  
  

  AWR takes all consumer concerns seriously and we regret that this issue caused ******* ********* 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 if you have any additional questions. Thank you for your time and consideration.