Water and Sewer Line Protection
American Water Resources, LLCHeadquarters
Complaints
This profile includes complaints for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,178 total complaints in the last 3 years.
- 410 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/07/2025
Type: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.
They were charging me for a warranty I had no knowledge of , I called and told them to take it off my bill completely, I should have no charges other than my water bill! Told representative to adjust bill and let me know what is owed payment was forwarded for amount of ******. Now I get the new statement and there saying I owe a past due balance of ***** and say I owe ***** for this warranty still on my bill! Saying I owe ******. I must have spent 5 hours on the phone in the past 2 days calling and getting nowhere there only number listed is ************ . And every time I call I get an incompetent person answer over seas somewhere. Last person I spoke to was today 1/25/25 **** id#***** they are doing this to numerous people I know.
Business Response
Date: 01/17/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 7, 2024, correspondence regarding the complaint filed by ******** *****.
We appreciate the opportunity to address the concerns raised by ******** ***** regarding his enrollment in **** protection programs.
Mr. ***** contacted AWR on November 18, 2024,to cancel his protection programs as he no longer needed them. We promptly canceled the programs per his request. Subsequently, Mr. ***** filed a complaint regarding a past due amount on his water bill.
An escalations specialist reached out to ******** and informed him that a request would be made to remove those charges as a courtesy. He was advised that this adjustment would be reflected on his bill within 1-2 billing cycles.
We encourage Mr. ***** to contact us 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: 01/27/2025
[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.From: ***** ***** <**********************************************************************>
Sent: Monday, January 27, 2025 10:03 AM
To: Better Business Bureau <********************************************************************************************************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.**** was corrected , thank you very much for your help .
Regards,
******** *****Initial Complaint
Date:01/06/2025
Type: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.
Yes about a year ago I had an issue with my toilet. It was a constant issue where it would need snaked. *** sent out a company to fix the issue and its has reoccured again. *** wants me to pay the 50$ fee again to have the contractor come out and look at it. I know its been a year since the issue was worked on but I was told the problem was solved and wouldnt happen again? I would like someone higher up to reach out to me and work out a solution?Business Response
Date: 01/15/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 13, 2024, correspondence regarding the complaint filed by **** ******.
Upon receiving the above-mentioned matter (AWR) we spoke with **** ******, and clarified that according to our Terms and Conditions, specifically section 14, there is an inquiry regarding the presence of an annual fee. (Is there An Annual Fee? You must pay AWR a $50 per occurrence service fee
if AWR dispatches an independent contractor to Your Home to investigate or repair Your Supply System or Drainage System). *** has graciously waived the customer service fee.
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.Customer Answer
Date: 01/16/2025
Complaint: 22775787
I am rejecting this response because:
The contractor comes out on Monday and I dont know if the issue will be fixed. The last contractor who came out came unannounced and ruined my toilet. My toilet needs replaced I was told *** replaces it for a lower named brand.I had this same issue in 2023 and it was supposed to be fixed its not. I want AWR to pay for everything to get this issue fixed for good. I want my toilet replaced and the toilet jetted as well. I believe they need to dig under my porch and change sewer lines too.
Regards,
**** ******Business Response
Date: 01/27/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 13, 2024, correspondence regarding the complaint filed by **** ******.
Upon receiving the above-mentioned matter (AWR) we spoke with **** ******, and clarified that according to our Terms and Conditions, specifically section 14, there is an inquiry regarding the presence of an annual fee. (Is there An Annual Fee? You must pay AWR a $50 per occurrence service fee
if AWR dispatches an independent contractor to Your Home to investigate or repair Your Supply System or Drainage System). *** has graciously waived the customer service fee.
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.Customer Answer
Date: 01/28/2025
Complaint: 22775787
I am rejecting this response because:stupid people that work here
Regards,
**** ******Initial Complaint
Date:01/06/2025
Type: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 sewer line protection insurance with premiums payed with my water bill, with a $10k maximum payout. I experienced a sewer line problem last October requiring an immediate emergency ***air which was performed by Roto-Rooter. The work started the day I called them, as the sewer line was not draining and I could not use water, flush toilets, etc. I called NJ American Water the next day, while the job was still being worked, to file a claim. The cost of the ***air was $16000. They balked and said since I didnt call them first that I couldnt file one. They also said that even If I called a *** could not come out for 3-5 days, which I stated was not acceptable anyway since it was an emergency. After many calls and waiting on hold for many hours, and the fact that they had worked with roto rooter who they stated is ***utable, they decided to look at my claim.I sent in all paper work, job descriptions, photos of the job in progress and when completed, receipts, descriptions from the vendor of the work performed, etc. They then informed me, after I called to verify the information was received, there was no way to check whether they got the info, but that Id hear back in six weeks. They never contacted me, and after eight weeks I called back and after multiple calls and being put on hold again, they informed me the claim was not legitimate.I asked for a letter from them stating precisely why it was not covered, which I never got. They did email me a policy description stating what was actually covered, and the major problems described as being covered is what my system had. The insurance claim by me is absolutely legitimate, and per the terms of the policy, should be paid.Business Response
Date: 01/16/2025
Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciate the opportunity to address ****** ***** concerns regarding your January 6, 2025, correspondence.
I am writing in response to the claim filed by Mr. ****** ***** regarding his sewer line backup. Mr. ***** is enrolled in our Water Line and Sewer Line Coverage and contacted *** on September 30, 2024, to report the sewer line issue.
Due to the severity of the backup, Mr. ***** had to hire his own contractor to make the necessary repairs. He has submitted items for review, and we have requested further information to process his reimbursement.AWR has communicated with Mr. ***** to explain the course of action for his reimbursement review and any additional items needed. We encourage Mr. ***** to reach out with any 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. Thank you for your time and consideration.
Customer Answer
Date: 01/31/2025
Complaint: 22774627
I am rejecting this response because:Sent: Tuesday, January 28, 2025 12:32 PM
To: ********************************************************************************************************
Subject: Message from ************************
Ii got your messages. This matter is not yet resolved.
Regards,
****** *****Business Response
Date: 02/07/2025
Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ****** ***** concerns regarding your February 4, 2025, correspondence.
AWR has received several items for review. However, further information is needed to process the reimbursement for the repairs Mr. ***** made, as per Section 7 of his terms of service. *** has informed Mr. ***** of the required items, and he is currently gathering the necessary information for review.
We encourage Mr. ***** to reach out with any 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.Thank you for your time and consideration.Initial Complaint
Date:01/06/2025
Type: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 have a balance (Co-payment6) with AWR from a disputed amount on or about 9/17/24. They say I didn't pay it, but I disputed the $50.00 amount because the contractor (Triton Plumbing), they sent showed up, but didn't do anything to try to solve the problem of a clogged drain.The credit card company resolved the dispute in my favor.I called last Saturday (the 4) and explained my experience with Triton Plumbing, but that balance still shows on my account.Business Response
Date: 01/15/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 06, 2025, correspondence regarding the complaint filed by ***** *******.
Upon receiving the above referenced matter AWR spoke with Mr. ******* and advised that he will be credited the service fee billed to his account as a courtesy to resolve. The credit is expected to reflect to his account within 1-2 billing cycles. He was also provided with direct contact information should he have any further questions or concerns.
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.Customer Answer
Date: 01/16/2025
[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:01/02/2025
Type: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 Resources took money from my checking account to pay a different service address, other than mine. I am a customer of theirs. Since 2023, they have erroneously billed me for two separate residences, one, of which, never had anything to do with me. They have stated several times over that they are mailing a reimbursement check to me but have not.Business Response
Date: 01/15/2025
Thank you
for bringing this matter to our attention. American Water Resources (AWR)
appreciate the opportunity to address **** ***** concerns regarding your
January 3, 2025, correspondence.*** *******
current account shows billing for one account. AWR is requesting that *** *****
identify the account or address associated with the alleged billing so it can
be reviewed for a possible refund. We have attempted to reach out to *** *****
to discuss the matter but have been unable to connect with him.
We
encourage *** ***** to provide the necessary information at his earliest
convenience so we can resolve this issue promptly.
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: 01/20/2025
Better Business Bureau:
I have reviewed the response made by the business and find it quite confusing. I have spoken with several of their reps over the phone, including three supervisors, in reference to complaint ID ********* I have always indicated the address which was not supposed to be billed to me. The address which was erroneously billed to me is *** **** ******* ** ******* *** **** ** ******** ******** ****
I have nothing to do with that address and never did.A handful of reps, including the supervisors, (“David”, “Charles”, and “Joy”), concluded in their conversations with me that they have taken notice of AWR’s mistake and that the reimbursement would be mailed to me. It has not.
Respectfully,
**** ** *****
Customer Answer
Date: 02/03/2025
Complaint: ********
I am rejecting this response because:From: ***** ***** <************************************>
Sent: Monday, February 3, 2025 3:19 PM
To: ***************************************************************************
Subject: Re: Complaint# ********Dear **** *.
Please know that I have yet to receive a reimbursement from American Water Resources.
As you may recall, AWR promised to reimburse me for $215.87, of which, they billed erroneously and took from my checking account.
Ive not been given any real affirmation that a check has been mailed.
Respectfully,
Regards,
**** *****Business Response
Date: 02/13/2025
Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address **** ***** concerns regarding your February 3, 2025, correspondence.
Mr. ******* account billing discrepancy has been identified and rectified. His refund is being processed, and he will receive a refund check within the next 30 days.
We encourage Mr. ***** to reach out with any 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. Thank you for your time and consideration.Initial Complaint
Date:12/31/2024
Type: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 been a customer of ********************** for many years. They sent renewals out and the prices have doubled. So when I called them they always tell me I owe from every month of July which that is not true the payments come directly from my checking account. I am on a fixed income and they want me to pay 4 times more than what I am paying. Last year when I called they gave me a special rate because I was with them so long. Now they are saying that was a promotion rate and it has expired which I was not told that at the time last year. The one plan I was paying ***** per month and now the cost will be $27.99 per month The other two I was paying 2.99 per month now $7.99 per month finally the 3rd one I was paying 4.99 per month now ***** per month.Business Response
Date: 01/15/2025
American Water Resources (AWR) appreciates the opportunity to respond to your December 31, 2024, correspondence regarding the complaint filed by ****** *****.
American Water Resources (AWR) has made several attempts to ****** ***** and were unsuccessful to reach her at the telephone number we have listed on file for her account. Ms. ***** has opted to cancel her coverage with *** which was honored upon her request made on December 31, 2024. 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.Customer Answer
Date: 01/15/2025
Complaint: 22751993
I am rejecting this response because:
They have not tried to contact me at all. They have the correct phone number because you have to supply your number for verification on your account. This is really sad being a long term customer with AWR and they respond like they did.
Regards,
****** *****Business Response
Date: 01/25/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 16, 2025, correspondence regarding the complaint filed by ****** *****.
American Water Resources (AWR) has made additional attempts to ****** ***** and were unsuccessful to reach her at the telephone number we have listed on file for her account. Her coverage was cancelled per her request on December 31, 2024. Ms. ***** was provided with direct contact information via voicemail and is encouraged to reach out at her earliest convenience. 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.Customer Answer
Date: 01/27/2025
Complaint: 22751993
I am rejecting this response because:AW Resource have never contacted me by phone or by mail. This company has doubled the warranties. I am a senior citizen and on a fixed income. Last year when I renewed they told me because I have been with AW resources for a long time I will get a special price and no one said that it was only for a year. I will supply the phone number they have on file just to see if they call. ************
Regards,
****** *****Initial Complaint
Date:12/30/2024
Type: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.
Complaint is against New Jersey American Water. I called yesterday for service to repair leaks on 2 exterior water spigets, that was Sunday, 12-29-2024. Agent from ** Am Water (****, claim # *******) does not speak clearly. I advised him of the issue and asked if it was covered by my plan. He said yes and set up appointment with their outside plumbing company, ABailey Plumbing. AGent from ABAiley called as soon as I hung up from NJ AM Water. I've dealt with this same agent previously at ** Am WAter with other issue inside the house and the same issue happened when the plumber showed up at our home. The plumber advises us that we are NOT covered by the plan for the issue. The plumber then attempts to sell the service for a ridiculous amount of money (that happened previous visit to today. I had to hire another plumber to fix the issue in the previous matter. it cost several hundred dollars but was less than the company was trying to charge me from ABailey thru NJ AM Water). Todays Plumber named ***** was not pushy but still stated the issue with the leaks was not covered. I am frustrated that I am paying monthly extra money for services I am being denied. It seems to me some sort of deal is made for these plumbers to make money. I NEED A DETAILED DESCRIPTION OF WHAT IS COVERED AND EXACTLY WHAT PLANS I HAVE WITH NJ AMERICAN WATER ASAP!Before making this complaint I attempted to reach a manager at ** AM Water to discuss this matter. It is IMPOSSIBLE to reach anyone. I considered writing a letter but unsure if that will get me the attention I need. I am disgusted and need answers so that I can make a determination if these plans should be cancelled. Please advise at your earliest convenience. Thank you.Business Response
Date: 01/15/2025
American Water Resources (AWR) appreciate the opportunity to address ********* **** concerns regarding your December 30, 2024, correspondence.
Mrs. **** contacted AWR on December 29, 2024, to report a water line leak. A contractor was dispatched to assess the issue and determined that there were leaks on two separate hose spigots. According to Section 7 of her terms of service, hose spigots are not covered under the Water Line Protection Program.
AWR has communicated this to Mrs. ***** provided her with copies of her terms of service for review, and shared her current account enrollment information. We encourage Mrs. **** to reach out if she has any 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.Thank you for your time and consideration.Customer Answer
Date: 01/17/2025
Complaint: 22745480
I am rejecting this response because: I have been in touch with a person at NJ AMerican WAter. I am still reviewing the documents regarding the coverage/plan and will get back to that person at NJ American Water.
Regards,
********* SudoBusiness Response
Date: 01/27/2025
Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ********* **** concerns regarding your January 17, 2025, correspondence.
AWR has communicated with ****************** regarding the terms of her coverage and the denial of her claim as per Section 7 of our Terms of Service. We have explained the reasons for the denial in detail.
We have also informed Ms. **** that if she has any further concerns or questions, she is welcome to reach out to us for further discussion.
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:12/26/2024
Type: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.
It's been a week that we've gone without hot water and AWRUSA is giving us the run around that *********************** can't find parts for our State Pro Line water tank that's only 3 years old. I'm up to $800 on hotel rooms. I've paid for this warranty on my water bill and they are severely misleading. There is zero communication from them and you can't reach ******** to get information from them.Business Response
Date: 01/06/2025
Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ******** ***** concerns regarding your December 26, 2024, correspondence.
******** ***** is enrolled in the hot water heater protection program. Mrs. ***** contacted *** on December 20, 2024, to report that her hot water heater was no longer heating. A claim was established, and a contractor was dispatched to evaluate her hot water heater. A part was ordered, which caused a delay in completing the repairs. As a result, Mrs. ***** experienced hardships and had to stay in a hotel.
AWR has since replaced the hot water heater and requested the invoices for the hotel stays for review. We have spoken with Mrs. ***** and outlined her expectations for the review of her invoices and reimbursement. *** encourages Mrs. ***** to reach out with any 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. Thank you for your time and consideration
Initial Complaint
Date:12/26/2024
Type: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 been paying $40.98 per month for water and sewer line coverage that I never signed up for. The amount has been added to my monthly water bill. I have contacted Pa American Water and was told to contact American Water Resources about the issue. I have made numerous phone calls and have asked to speak with a supervisor. No one comes on the line. The agents are terrible. They are no help.I do not know what to do.Business Response
Date: 01/03/2025
American Water Resources (AWR) appreciates the opportunity to respond to your December 26, 2024, correspondence regarding the complaint filed by *** ***** *********.
Before receiving the referenced complaint, *** ***** ********* was enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP/IHPP).
Mrs. ********* contacted AWR on December *******, to cancel her protection programs due to a price increase. Her cancellation was processed successfully on the same day. Mrs. ********* requested to speak with a supervisor, seeking a refund as she claimed she was not notified of the price increase. After not receiving the desired response,she filed a complaint.
An escalations specialist contacted ************* and provided the dates when the price increase notifications were sent. As a courtesy, *** has issued a refund to Mrs. ********** which will be reflected on her water bill within the next 1-2 billing cycles.
We encourage Mrs. ********* 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:12/26/2024
Type: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.
In 2024 I paid $422.11 for a water line and sewer line service contract. Around October 15th, my building had a water pipe that was leaking under ground in the building. I called American Water resources and they assigned a company to come in. The company showed up and said they had to come back. They never did. I tried calling the company and NJ american water resources and no one could tell me when they would come out again. I had to hire another company and paid them $1500 to fix the leak. I called American Water Resources because I wanted them to reimburse me $1500 for the repair and get a $422.11 refund because the program did not ********** I got a refund check for $106.10. I called and was hung up on after asking for a supervisor.Business Response
Date: 01/03/2025
American Water Resources (AWR) appreciates the opportunity to respond to your December 26, 2024, correspondence regarding the complaint filed by ***** ********.
Before receiving the referenced complaint, ***** ******** was enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP).
***** ******** contacted us on October *******, to report a water line leak. The contractor dispatched to the site advised Mr. ******** that access was needed under the concrete, which is not covered by ***. Consequently, Mr. ******** hired his own contractor to complete the repair.
Due to this claim, Mr. ******** canceled his coverage and requested reimbursement for both the program fees and the cost of the private repair. As a courtesy, we are willing to reimburse for covered repairs and have requested the paid invoice from Mr. ******** for review. We will continue to work with Mr. ******** until his issue is resolved.
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: 01/09/2025
[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,
***** ********
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