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 has 16 locations, listed below.

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  American Water Resources, LLC

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

  
• 

  American Water Resources

  4 Research Dr Ste 402 Shelton, CT 06484

• 

  American Water Resources of Georgia

  2475 Northwinds Pkwy STE 200 Alpharetta, GA 30009

• 

  American Water Resources, LLC

  1 Perimeter Park S STE 100N PMB 10128 Birmingham, AL 35243

  
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  American Water Resources of Minnesota

  2355 Highway 36 W STE 400 Roseville, MN 55113

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:03/01/2025

  Type:Sales and Advertising 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.

  
  Complaint: 23007504
  
  I am rejecting this response because: This response is not accurate. We spoke with AWR 3/1/2025 numerous times after waiting all day for the contractor to show up. We called them and they told us our claim was denied and sent back. After speaking with *** they kept sending this claim to the same company that told ****** does not have access to their schedule until the claim is sent and that they do not have any availability until 3/5/25. It had been two days since our first communication to AWR (2/27/25) and now this was an emergency. We called rotor rooter and asked when they could dispatch someone. They said the next day 3/2/25. I told them I would call them back after speaking with AWR again. They have the call recorded so they can review but if they said someone could come on 3/2/25 we did not get that message. I was frustrated and called rotor rooter back to get someone coming on 3/2/25. They had to send a second team out mon 3/3/25 to remove the now frozen clog. They found mud in there and deemed our sewer pipe broken. I paid $1650 out of pocket for this. We called AWR back and gave them Rotor Rooters estimate to dig up the pipe and told them what they found. AWR's response was to send another plumber who identified the same thing as Rotor Rooter. However, he said the clog is just before the sidewalk and said to see if the city would take care of it for free. Instead of fighting on and on with AWR I called the city. It turns out in the end the main sewer failed, not our sewer pipe. *** also claims we ignored the calls from contractors on sat 3/1/25. That is also a lie. I was waiting at home all day for a call before I gave up and called the contractor they provided. The very first call we made on thurs 2/27 the employee at *** was told we have a plumbing issue and he was focused on upselling us more coverage than actually trying to dispatch someone to help us. We have still not received any emails from *** even after finding out from ******* in the escalations **** that ********** email address was not correct. ******* said she fixed this but we have not heard anything from them in days. We want reimbursement for the Rotor Rooter bill asap and our coverage to be reverted back to what is was originally as we no long trust this company for insurance on our furnace and water heater and we may consider cancelling this altogether because in all honesty, what are we paying to have insurance for when the first claim we made was a disaster like this? We have had no working plumbing for 12 days. This company simply just did not care but they were all too happy to take $50.00 from me for the claim on 2/27/25. 
  
  
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 03/11/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 1, 2025, correspondence regarding the complaint filed by ******** *******.
  
  We are writing in response to the complaint filed by Mrs. ******** ******* regarding her Sewer Line Protection Program.
  
  On February 27, 2025, Mrs. ******* contacted *** to report an issue with her sewer line. Despite our diligent efforts, we were unable to locate a contractor to service Mrs. ******* on the same day as she requested. The claim was reassigned to a provider who could service Mrs.******* on Sunday, March 3, 2025. However, when Mrs. ******* was contacted, she advised that she had already hired Roto Rooter to service her sewer line.
  
  Mrs. ******* was provided with the necessary reimbursement documents to submit her paid invoice for review. We are currently awaiting the paid invoice for the repair. Rest assured; we are committed to working with Mrs. ******* until this matter is fully resolved.
  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.

  Customer Answer

  Date: 03/24/2025

  To: Better Business Bureau,

  The company has responded and has agreed to reimburse us for the cost of a plumber. This matter has been resolved and these complaints can be closed.

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

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 1, 2025, correspondence regarding the complaint filed by ******** ********.
  
  We are writing in response to the complaint filed by Mrs. ******** **** ******** nax regarding her Sewer Line Protection Program.
  On February 27, 2025, Mrs. ** ******** contacted AWR to report an issue with her sewer line. Despite our diligent efforts, we were unable to secure a contractor to service Mrs. ******** on the same day as requested. The claim was reassigned to several providers, but none were able to service her promptly.Subsequently, Mrs. ******** informed us that she had hired Roto Rooter to address the issue.
  Mrs. ******** has been provided with the necessary reimbursement documents to submit her paid invoice for review. We are currently awaiting the paid invoice for the repair. A refund for the service fee has been requested and is in the process of being reimbursed. Our team will continue to attempt to reach Mrs. ******** to make the necessary changes to the contract,as we are unable to do so without speaking to her directly on a recorded ********* assured, we are committed to working with Mrs. ******** until this matter is fully resolved.
  
  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:02/26/2025

  Type:Sales and Advertising 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 ****************************** line coverage with ***. ***'s terms and conditions state that they cover "clogs and blockages in the sewer line". I had a severe blockage in my sewer line that was confirmed via scope. However, when I called to file a claim, representatives said they couldn't help me unless there was actively water or sewage backing up into my home. I pressed them and said that isn't anywhere on the terms and conditions (which it 100% is not). Finally they said they would send a service provider out. When the service provider arrived, he refused to perform any assessment and repeated AWR's party line, "If there's no water backing up, there's no blockage." Again, I had a MASSIVE root blockage confirmed by TWO SEPARATE plumbers who performed full video scopes. I reached out to another representative. She said I'm entitled to a second opinion, and she'll find a service provider to come out and provide one. I didn't hear back for a full day. I called her the next morning. She said I'd receive a call within 4 hours. No call. I called back and talked to a different representative who assured me my issue was covered and would be taken care of. He referred another service provider -- but it was the same one as before. When I explained to the provider over the phone that *** had ASSURED me of my coverage, she said she would have to talk to *** and confirm that directly. I never heard back from her, and I received a text that my appointment with their firm was canceled. After that I sent several emails to *** explaining the situation and asking them what my recourse is, what can be done, how they intend to make it right, etc. No one ever contacted me. I ended up having to pay for the issue myself. Also, Ive been paying for coverage from *** for at least a year and a half, but my dashboard in their site says Ive only been a member since October 2024, so now I don't even know how much I've paid them in premiums. I find this incredibly suspicious.

  

  Business Response

  Date: 02/27/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your February 26th, 2025, correspondence regarding the complaint filed by ********* ******. 
   
  Upon receiving the above referenced matter, Ms. ****** called AWR to file a claim on February 25th, 2025, to report a sewer blockage and *** dispatched a licensed contractor to the home to investigate the matter. The contractor confirmed Ms. ****** had no active backup and the external sewer line was open and flowing. In addition to such confirmation, according to **** Terms and Conditions, we will not repair anything required by any local, state or federal agency inspection, unless otherwise covered by this agreement. This was discussed after Ms. ****** confirmed she was trying to sale the home and had it inspected.  We have spoken to Ms. ****** to provide her with an update and provided a resolution to resolve this matter.? We encourage Ms. ****** to call *** 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

• Initial Complaint

  Date:02/26/2025

  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 am writing to formally dispute incorrect charges on my account with *******************************************. I was mistakenly billed $27.71 per month for four months (11/5/24, 12/5/24, 1/6/25, 2/6/25) after my water/sewer service should have been canceled, totaling $110.84.I have reached out to American Water Resources multiple times and spent countless hours trying to resolve this issue, but I have not received a satisfactory resolution. I received an email on February 19th, 2025 with a notice of cancellation. While this is satisfactory towards future charges, I was assured when I spoke to the last customer service representative that I would be receiving the refund for the 4 months I was erroneously charged, totaling $110.84. As the charges were applied in error, I expect a full refund of the $110.84 as soon as possible.Please review my account and confirm when I can expect the refund. If additional information is required to process my request, please let me know at your earliest convenience. I appreciate your prompt attention to this matter.

  

  Business Response

  Date: 02/27/2025

  ank you for bringing this matter to our attention. American Water Resources (AWR) appreciates the opportunity to address ****** ******* concerns regarding your February 26, 2025, correspondence.

  
  We are writing in response to the complaint filed by ****** ******* regarding billing and a price increase.
  AWR has spoken with Mrs. ******* and reviewed her account billing concerns. At her request, her service has been terminated, and a courtesy credit has been issued for the last five months of service. This credit will be reflected on her water bill within 1-2 billing cycles.
  AWR 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.

• Initial Complaint

  Date:02/26/2025

  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 am writing to formally dispute incorrect charges on my account with *******************************************. I was mistakenly billed $27.71 per month for four months (11/5/24, 12/5/24, 1/6/25, 2/6/25) after my water/sewer service should have been canceled, totaling $110.84.I have reached out to American Water Resources multiple times and spent countless hours trying to resolve this issue, but I have not received a satisfactory resolution. I received an email on February 19th, 2025 with a notice of cancellation. While this is satisfactory towards future charges, I was assured when I spoke to the last customer service representative that I would be receiving the refund for the 4 months I was erroneously charged, totaling $110.84. As the charges were applied in error, I expect a full refund of the $110.84 as soon as possible.Please review my account and confirm when I can expect the refund. If additional information is required to process my request, please let me know at your earliest convenience. I appreciate your prompt attention to this matter.

  

  Business Response

  Date: 02/27/2025

  ank you for bringing this matter to our attention. American Water Resources (AWR) appreciates the opportunity to address ****** ******* concerns regarding your February 26, 2025, correspondence.

  
  We are writing in response to the complaint filed by ****** ******* regarding billing and a price increase.
  AWR has spoken with Mrs. ******* and reviewed her account billing concerns. At her request, her service has been terminated, and a courtesy credit has been issued for the last five months of service. This credit will be reflected on her water bill within 1-2 billing cycles.
  AWR 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.

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service 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 joined this service in 2024 and have complained about no account access. This company has repeatedly emailed and called my phone demanding payments and I cannot even see my account or where the money is being applied. I have asked for my money to be refunded and they do not respond to that request.

  

  Business Response

  Date: 02/25/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciates the opportunity to address **** ****** ** concerns regarding your February 25, 2025, correspondence.
  

  We are writing in response to the complaint filed by Mr.**** ****** **. regarding billing and online portal access issues.
  

  AWR has spoken with Mr. ****** and sent him an email to validate his email for portal access. Along with the email validation, we have provided him with the current account standing. Once received his online portal will be reset to make sure he is able to access it.
  *** encourages 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.

• Initial Complaint

  Date:02/24/2025

  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 dont know if this should be on Keepe or American Water Resources (AWR). I have been paying for water insurance for years for peace of mind. I got a clogged sewer pipe on 1/22/25. I called AWR and they put Keepe in charge of finding a plumber.. It has been 7 days and still no service. Keppe informed me this morning my work order has been cancelled and AWR is giving me once again the run around.

  

  Business Response

  Date: 03/04/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your February 24, 2025, correspondence regarding the complaint filed by ***** *******
  
  We are writing in response to the complaint filed by Ms. ***** ****** regarding her Sewer Line Protection Program (SLPP).
  
  Ms. ****** contacted us on January 22, 2025, to report a sewer line issue. Despite our efforts, we were unable to locate a contractor to service the claim for Ms. ******* As an alternative, AWR provided a proactive reimbursement, so Ms. ****** does not have to pay out of pocket to be reimbursed.
  
  The proactive reimbursement was sent for processing on March 3, 2025, and Ms. ****** will receive the check within 7 to 14 business days from that date.
  
  We encourage Ms. ****** 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:02/21/2025

  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.

  service call request on January ******.I was Billed ***** to make the service I have serveral times with no resolution.I was promise to receive my refund by Feb.7,2025.When I call they put me on hold and never return,very unprofessional.This is due for cancellation.

  

  Business Response

  Date: 02/27/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your February 26th, 2025, correspondence regarding the complaint filed by ********* ******. 
   
  Upon receiving the above referenced matter, Ms. ****** called AWR to file a claim on February 25th, 2025, to report a sewer blockage and *** dispatched a licensed contractor to the home to investigate the matter. The contractor confirmed Ms. ****** had no active backup and the external sewer line was open and flowing. In addition to such confirmation, according to **** Terms and Conditions, we will not repair anything required by any local, state or federal agency inspection, unless otherwise covered by this agreement. This was discussed after Ms. ****** confirmed she was trying to sale the home and had it inspected.  We have spoken to Ms. ****** to provide her with an update and provided a resolution to resolve this matter.? We encourage Ms. ****** to call *** 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