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 of Ohio

  300 E Business Way Ste 200 Cincinnati, OH 45241

• 

  American Water Resources

  555 E County Line Road #201 Greenwood, IN 46143

• 

  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

  

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:05/07/2025

  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 reached out to American Water Resourses for a leaking Shut off Valve, and was promptly told, it's not covered and we won't be filing a claim for you. I look through the terms and did not see where a shut off valve is not covered. IN FACT a few weeks ago, someone filed a complaint having the EXACT same issue I am having, yet they DID file a claim and sent a plumber to them! WHAT!!! Why not me! This company is a joke, the last claim I filed for an electrical problem, NOBODY showed up....EVER! Like NEVER! I finally just gave up. It wasn't worth the pain of dealing with people I couldn't even understand blatantly lying to me day after day.A quote from that complaint filed with the BBB on 3/28/2025 "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."File my claim, and fix my leaking valve! I have been paying your premiums for YEARS!! Apparently, it's time to wise up and cancel!

  

  Business Response

  Date: 05/16/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciates the opportunity to address ******** ******** concerns regarding your May 9, 2025, correspondence.
  

  *** ******** ******** is enrolled in the In-Home Plumbing Emergency Program offered by ***. On May 7, 2025, *** ******** contacted us to report a leak in her home. At the time of the initial call, we were unable to establish a claim due to insufficient information.
  

  Following this, our team reached out to *** ******** directly to gather additional details. Upon further review, we confirmed that the reported issue falls within the scope of her coverage. As a result, a claim has been successfully established. Additionally, as a courtesy to *** ********,we have waived the standard service fee associated with her claim.
  

  We have since spoken with *** ******** to explain her coverage in detail and outlined the next steps for servicing her claim. We are committed to providing quality service and support, and we encourage *********** to reach out to us directly should she have any further questions or concerns.
  

  AWR encourages ******** ******** to reach out if she has any further concerns. She will receive her refund within the timeframe outlined during her conversation with AWR.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.

  Customer Answer

  Date: 05/16/2025

  
  Complaint: 23301057
  
  I am rejecting this response because: After deeming the problem I was having was actually covered, now they are stating that part of the issue with the valve is not covered. Excuse me? it is still part of my indoor plumbing, how is it not covered? In order to repair the valve, a section of pipe must also be replaced in which ******* ****, the Regional Manager for the Midwest Tri-State Area, stated in an email to the contractor that American Water would not cover the pipe and would only cover the valve, and the pipe would be the responsibility of the homeowner. The valve cannot be replaced without replacing the pipe. it is still part of my indoor plumbing. How is this not covered. Unacceptable. 
  
  
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciates the opportunity to address ******** ******** concerns regarding your May 19, 2025, correspondence.
  
  Ms. ******** ******** is currently enrolled in our In-Home Plumbing Protection Program. She recently submitted a claim concerning a leaking water supply line shut-off valve located in her basement.
  
  Upon inspection, it was determined that the piping leading to the hose spigot shut-off valve required updating to properly repair the shut-off valve. However, since the pipe itself was not leaking, the repair was initially deemed unnecessary under the terms of coverage section 7. After a thorough review of her claim, we have approved the repair of both the piping and the shut-off valve as a courtesy. This decision was made in the interest of providing exceptional service and support to our valued customers.
  
  We have since spoken directly with Ms. ******** to explain the details of her coverage and to outline the next steps for servicing her claim. We remain committed to delivering high-quality service and encourage *********** to contact us directly 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

• Initial Complaint

  Date:05/05/2025

  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.

  Hello,Im filing a complaint about American water resource group. Back in October I signed up for coverage, the payments were applied to my water bill and I set up automatic bill pay (set it and forget it). ******* was the last bill the charges were applied, sometime after *******s bill my coverage was dropped. I did not receive any email or mail notification nor notice on my bill to inform me of the change in status. Their couple attempts to call me did not connect - I never spoke to a *** regarding the change in dropping of my coverage. Fast forward to last month, I noticed the charges not on my bill and called American water since I could not find any information electronically for the coverage. They told me it was paid through ******* and dropped of my feb bill giving me AWR phone number. I called AWR three times. First time *** put me on hold and dropped the call. Second time *** said they could not hear me, third time *** said they dropped my coverage because they forget to read a specific line in the T&Cs. I reinstated my coverage but now I have to wait 30 days to use it. I asked for a supervisor and the *** was adamant they would not adjust the start of my coverage. I emailed the president and their help desk last week with no response. I find this unacceptable because now months later Im in need leveraging my insurance, using what I signed up for and cant. They didnt reimburse me for the time I had paid - how can they not recognize my official start time due to an employee error? How do I know this is not a scam they pull on customers claiming they didnt say something, taking your payments for a few months and drop the coverage without any mail/email notice. No one is picking up the calls if it looks like a scam/spam number. This is unacceptable and I need some help resolving this issue. Thank you Best *****

  

  Business Response

  Date: 05/14/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your May 05, 2025, correspondence regarding the complaint filed by ***** *****.
  
  Upon receiving the above referenced matter AWR spoke with Ms. ***** and was advised that her services were cancelled due to initial enrollment errors. Several contact attempts were made to her thereafter in efforts to rectify such errors, but she remained unavailable and subsequently her services were cancelled. She expressed her interest in enrollment in services but upon further discussion, it was discovered that her home is currently ineligible for service with *** at this time. She was advised per the terms and conditions as to why her home is currently ineligible for service and was also advised that she would be refunded all monies paid into the program thus far. Ms. ***** was provided with further steps that she may take in the future to receive services with AWR if she so desires.  
  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:05/02/2025

  Type:Product 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.

  Didn't get a confirmation letter of cancellation of the contract. It was canceled on 2/28/25. On 3/1/25; 4/1/25; 4/15/25; 4/18/25; and the last date I even gave them time for the post office to get it to me. As of today, 5/2/2025 I still haven't received a confirmation letter. All of the above was over the phone, but on 4/18/2025 I sent them a letter with all of the dates written above, along with a request for the confirmation letter. All I want is the confirmation letter!

  

  Business Response

  Date: 05/13/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your May 5, 2025, correspondence regarding the complaint filed by ******* ******.  
  
  Upon receiving the above reference matter (AWR) called and spoke with ******* ******. We confirmed that the warranty was canceled and sent him an email with the relevant information for confirmation. (AWR) encourages ******* ****** 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: 05/15/2025

  
  Complaint: 23279097
  
  I am rejecting this response because:   The American Water Company told the BBB that they sent us an email confirmation of the cancellation.    They did speak to my husband, but my husband and I have two different computers with two different emails, and neither one of us received an email of the cancellation.   Both I and my husband called American Water Company back to tell them that we never received an email, and all week long we got a recording, and couldn't get in touch with the person that we were supposed to talk to.   Please notify them a second time, so hopefully they'll call us and this time actually send us a confirmation of cancellation.    Thank you!

  
  
  
  
  Regards,
  
  ******* And ******* ******

  Customer Answer

  Date: 05/20/2025

  [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.

  Sent: Monday, May 19, 2025 8:08 PM
  To: ********************************************************************************************************
  Subject: Message from ************************

   

  Please note that the complaint # ******** regarding American Water Resources has been taken care of, so the complaint can be closed. Thank you!

  
  
  Regards,
  
  ******* And ******* ******

• Initial Complaint

  Date:04/26/2025

  Type:Product 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.

  American Water Resources (AWR) renewed my contract without authorization citing it was automatic. Of course I wasnt aware of any automatic renewal or an ability to prevent it which I would have done had I been aware. The Renewal rate was $155.00; more than three times the initial amount. Upon calling for cancellation I was advised Id be refunded a pro-rated amount of $143.07 since the cancellation request was made 6 days (April 26th) past the renewal date (April 21st.) That was after I declined to continue coverage at 50% ($77.50) of the renewal rate. Its a matter of principle. *** shouldnt have the ability to keep money that wasnt authorized. I requested a full refund of $155 yet theyre choosing to keep $11.93. While on the phone with the *** I could hear a similiar refund request conversation in the background.

  

  Business Response

  Date: 04/29/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 28, 2025, correspondence regarding the complaint filed by ********* *****.
  

  Mrs. ***** was enrolled in both the Water Line and Sewer Line Protection Programs. Per her request, her enrollments were terminated. *** has spoken with Mrs. ***** to explain the details of her enrollments, including the auto-renewal process that occurs for all enrollments unless the customer opts out.
  

  We have processed a full refund for Mrs. *****' enrollment fees. She was informed that if she decides to re-enroll within the next year,her discounted offer will remain available to her. She will receive her refund within 30 days. *** encourages 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.

  Customer Answer

  Date: 04/29/2025

  [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:04/25/2025

  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.

  We have sewer/water line insurance through American Water Resources. We pay a monthly amount for this coverage. We called on April 24 because of a clogged drain/sewer line. We were told by AWR that no one could come out to fix our issue until April 28. It is an emergency NOT to be able to flush a toilet or take a shower for that amount of time. (We have a person in our house with a heart condition and in remission for stage IV cancer.) We received a call later (7PM) that a company from 2 hours away could maybe come out to fix our issues in the afternoon on Apr 25. We had already gotten in touch with a local plumber and cancelled that call. While my husband was making these arrangements, the agent from AWR was trying to sell him ADDITIONAL PROTECTION for our air conditioning system! We just want the problem at hand handled - we do not need to be asked to buy more! When I called to ask for partial reimbursement from AWR, I was berated and bullied by the 2nd "superior" who spoke to me. His name was Rick. He was loud and forceful. His tone was not apologetic, and he mocked me for asked for a partial reimbursement. He would not let me speak. I needed to raise my voice to ask for ANOTHER supervisor. I never got to speak with this 2nd person. This phone call took over 45 minutes to get any answers/responses. Rick made a snarky remark that I was going to have to wait some time. So, I feel that he deliberately made my wait time longer than it needed to be. I had waited up after 45 minutes then I had to leave. I am a teacher, and I had to start my class. I feel de-valued, under-appreciated, and scammed. I would like an apology for the rude behavior and now a full reimbursement of the $459. AWR does not follow through on the promises that they offer on their website and with their sales pitches.I see on your website that mine is not the first issue reported about AWR to the BBB. Perhaps, their rating with you should be also be re-examined.

  

  Business Response

  Date: 04/30/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 24th, 2025, correspondence regarding the complaint filed by ***** ****. 
   
  Upon receiving the above-referenced matter, Mrs. Sims contacted AWR on April 24, 2025, to file a claim regarding an external plumbing issue. AWR promptly assigned the claim to a licensed contractor, who scheduled the earliest available appointment for April 28, 2025. 
  

  On the same day, Mrs. **** called back, informing AWR that she had no use of facilities and urgently needed assistance. Subsequently, Mrs. **** hired her own plumber and requested reimbursement for the out-of-pocket expense. AWR is currently in the process of reimbursing Mrs. **** for the agreed-upon amount and is awaiting the necessary documents to proceed with the request. 
  

  We have communicated with Mrs. **** to provide her with an update and will continue to work with her until the reimbursement is issued. We encourage Mrs. **** to contact AWR 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 if you have any additional questions. Thank you for your time and consideration. 

  Customer Answer

  Date: 05/02/2025

  [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:04/24/2025

  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.

  2 claims-******* and ***********-bathroom tub clogged. ******* and his brother arrived at 1pm. left at 1:22pm. Homeowner shower at 12:15am, 4/24/25 and the clog is worse than it was before ************** claimed it was cleared. He nor his brother could address the reported diverter value issue. Homeowner called Anntanay from ************** and asked why wasn't I advised that the plumber sent was not able to fix both of the plumbing issues. She claimed the plumber who could is on vacation and won't be back until next week. I originally agreed to wait until next Wednesday to fix the kitchen faucet(CLAIM *******) but now I am not considering my tub is worse than it was before. It should not take two different plumbers to repair plumbing issues. ******* did not even attempt to look at the kitchen faucet problem.Homeowner calls customer service at ******* and speak with *****, who after 31 minutes and repeatedly explaining my claims unnecessarily, tells me a she will create a new claim. Then I need to call back because no supervisor is available to override and reassign to a different provider. Thirty one minutes to tell me that is ridiculous and I'm not understanding why this could not be escalated so I do not have to call and sit on hold to go through the same process of repeating what my experience was with ********** Pro.If Primary Water and Sewer is still contracted, I would prefer them to resolve my plumbing issues. They were professional, knowledgeable, skilled and provided exceptional service.

  

  Business Response

  Date: 05/02/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 24, 2025, correspondence regarding the complaint filed by ******** *******.  
  
  Upon receiving the above-mentioned matter (AWR) has discussed the coverage details of ******** ********* warranty program, including the Terms and Conditions regarding what is covered and not covered. We are also coordinating to ensure that all repairs within the home are addressed promptly. 
  
  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.  
  Tell us why here...

• Initial Complaint

  Date:04/21/2025

  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.

  In March, 2025 I did initiate an online order to sign up for services, however, I did not complete the sign up and further validate my email address with them to complete my order. I backed out of it after changing my mind. $15.00 has come out of my bank account for the last 2 months now, without my full authorization. I called the company today to ensure cancelation and request reimbursement. I was met with continued sales tactics and told I could not get reimbursed. I was told they had my sale as "finalized" on their end and there is no supervisor to talk to about my situation any further.

  

  Business Response

  Date: 04/30/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 21, 2025, correspondence regarding the complaint filed by **** ******
  
  Upon receiving the above referenced matter, *** was able to review the customers account and confirm the completion of the web enrollment by Ms. ****** As a courtesy and act of goodwill we will provide a refund for monies paid into the program to resolve the customers concerns. Her refund is expected to be reflected within 1-2 billing cycles, and she was provided with direct contact information if any other questions or concerns persist.
  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: 04/30/2025

  [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:04/17/2025

  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.

  Over the past year we have signed up for several home service plans through our local gas company. However, we deliberately did not sign up for American Water Resources ************* line program because our city verified that our sewer line was replaced abbot 3 1/2 to 4 years ago. They continue to send me marketing materials and notices, they have called me and will not remove me from their sewer service line lists. This has been going on for close to a year or more. All I want is for them to take my name off of their sewer service line marketing lists, databases, third party lists, etc.

  

  Business Response

  Date: 04/23/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 17, 2025, correspondence regarding the complaint filed by ******* ********.
  

  Mrs. ******** is currently enrolled in our Water Line Protection Program (WLPP). She recently brought to our attention that she has been receiving mailers for our Sewer Line Protection Program. Upon learning that her sewer line was replaced within the past three years, Mrs. ******** requested to be removed from our Sewer Line Protection Program. We are pleased to confirm that her request has been promptly fulfilled, and she has been successfully removed from the mailing list for that program. We encourage ************ to reach out to us directly if she has any additional questions or needs further assistance.

  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:04/17/2025

  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.

  I have had a policy with American Water Resouces for over a year. I January I had to have plumbing line cleaned out due to roots. It took two trips at a cost of $3800. I submitted numerous claims with copies of invoices and pictures of the work done. They keep asking for more and more information. Dont what else I can do.

  

  Business Response

  Date: 04/25/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 17, 2025, correspondence regarding the complaint filed by ******* *****.
  
  Upon receiving the above referenced matter AWR provided an additional review to the documents that were submitted for reimbursement, but as the invoice does not include a breakdown of charges, the reimbursement has been delayed. Mr. ***** was advised what a breakdown of charges entails while speaking with a specialist and was offered direct contact information where he may submit the requested invoice to for expedited service. Additional follow-up attempts have also been made to ******** on April 24th and 25th to inquire about the status of the requested invoice but he was unavailable, and voicemails were left regarding. Mr. ***** is highly encouraged to submit the invoice including the breakdown of charges at his earliest convenience and to follow up with any questions, concerns, or assistance that he may need in obtaining the requested documents. 
  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: 05/14/2025

  [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: Tuesday, May 13, 2025 11:07 AM
  To: Better Business Bureau <********************************************************************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  AWR has covered my claim.

   

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

• Initial Complaint

  Date:04/16/2025

  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.

  My husband was a contractor and able to service our properties. He passed away. I felt I needed an insurance that would assist in sewe, plumbing, and electrical repairs. I purchased the A W R plans for all 5. I asked about coverage and was told that on my property with a well that they would repair any damage inside and out. When I called over a year later with an issue they said that ***** are not covered. At that time I said I was mislead and want a refund they said the would refund. They canceled and only refunded for the month I called in about. This was Aug 2024. I told them to cancel all my plans. They continue d to draw money from my account. I tried logging in online I couldnt, I called and was told that in order to cancel I need to get a call back in 24 hours. No call. I called again. I was told my ***** were active. I said I wanted to cancel, same response and no call back. I called my bank to stop the online payments I havent pay ***** each to stop. I am out hundreds of dollars. When I called for service prior to these issues 4 times they told me I want covered and would need to call my own plumber.Please help!

  

  Business Response

  Date: 04/25/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 16, 2025, correspondence regarding the complaint filed by ***** ********.
  
  We appreciate the opportunity to address the concerns raised by Mrs. ***** ******** regarding her multiple property enrollments in **** protection programs.
  
  Mrs. ******** filed a complaint because her protection programs were not cancelled on all of her accounts when she initially contacted AWR in August 2024. As of April 16, 2025, the remaining accounts have been successfully cancelled, and a refund has been issued retroactive to her initial call in August. Mrs. ******** will receive the refund within 7 to 14 business days.
  
  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