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:04/15/2025

  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 recently file for a service to have my sewer pipe unclogged They could not unclogged the pipe and said it was the trap. And I would hear from them on the next step. So I get a text stating that they are denying my claim due to the stand pipe made of illegal material and installed by third party After arguments they changed there reason to concrete sidewalk repair work caused the trap to be damaged by third party doing concrete. Remind you trap is about ****************************************************************************************** 2021. I have time stamped photos to prove why the concrete was done and when 2021 I did not have any sewer issues till 2024 proof concrete did not create the damage to trap. They are trying to ***** their contract with me first bad materials for stand pipe now concrete which has nothing to do with the trap.the side walk was crumbling and needed repairs. I need help in getting them to honor their contract. The trap repair with cost anywhere from ******** to ********* they need to be held accountable the photos that prove my statement are to large..

  

  Business Response

  Date: 04/25/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 15th, 2025, regarding the complaint filed by ****** ******.
  
  Upon receiving the above reference matter, Mr. ****** called AWR to file a claim on February 24th, 2025, to report an external sewer line issue. The **** provides for repairs to damaged residential sewer service laterals caused by normal wear and tears. We have carefully investigated the complaint filed by Mr. ******* including reviewing the denial of the customers SLPP claim both internally and with the repair contractor that was sent to inspect Mr. ******* sewer line. **** investigation has confirmed that the sewer line issue was caused by a broken curb trap, and that the curb trap was broken by the impact of concrete work conducted by Mr. ****** or a third-party contractor. Mr. ****** later confirmed to our Escalations Specialist that the concrete work was conducted by him. Because the curb trap was damaged by the actions of Mr. ****** and not by normal wear and tears, the claim is not covered by the **** and remains denied at this time. We have spoken to Mr. ****** to provide him with the update, and we encourage Mr. ****** to call *** with any further questions or concerns he may have.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.  

  Customer Answer

  Date: 04/25/2025

  
  Complaint: 23209856
  
  I am rejecting this response because:

  !. they have no proof of the concrete work causing the damage . They never sent a camera down the pipe to see what the cause of the damage is. so their reasoning is based on looking at the concrete repair work and the first foot of stand pipe.( which I replaced to protect the trap from concrete damaging the trap,) The trap that is damaged is ten foot in the ground which you can not tell how the trap was damaged unless you send a camera down the stand pipe to the trap. 

  2. Concrete work was done in 2021 three years no problem, if damage was done by my work it would of clogged up long before 2024.

  3. . And they keep changing their story from a third party did the stand pipe using illegal materials  that damaged the trap.( I have a text from them to prove that..) To a third party did the concrete work that damage the trap, to I did the concrete work that damage the trap. They appear to be looking for a way out of their contract   

  4. the pipe is 64 years old  which is the reason the trap needs to be replaced.
  
  
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/28/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your April 15th, 2025, regarding the rejection filed by ****** ******* 
  
  Upon further review, we have carefully investigated the complaint filed by Mr. ******* including reviewing the denial of the customers SLPP claim both internally and with the repair contractor that was sent to inspect Mr. ******* sewer line. **** investigation has confirmed that the sewer line issue was caused by a broken curb trap, and that the curb trap was broken by the impact of concrete work conducted by Mr. ******* Because the curb trap was damaged by the actions of Mr. ****** and not by normal wear and tears, the claim is not covered by the **** and remains denied at this time. We have also denied reimbursement since Mr. ****** signed an agreement with the contractor to pay the out-of-pocket expense, after *** already denied the claim. We have spoken to Mr. ****** to provide him with the update, and we encourage Mr. ****** to call *** with any further questions or concerns he may have. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.?  

  Customer Answer

  Date: 05/13/2025

  
  Complaint: 23209856
  
  I am rejecting this response because:
  
  

  From: ****** ****** <*****************************>
  Sent: Friday, May 9, 2025 11:29 AM
  To: ***************************************************************************
  Subject: Complaint: 23209856

   

  Hello **** B 

  I am writing in regards to the last message I received from you 5/9/2025 stating you are closing this account do to no response from me. well I did respond once on 4/25/2025. After that I did not receive any messages concerning this until 5/9/2025 saying the account is closed. I am rejecting what *** is saying about this claim for the same reasons as I stated before. Also there are 3 other *** clients in the 2 block radius of me that have been denied by this company. I am asking that you please reopen the claim thank you 

  ****** ****** ************     

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

  

  Business Response

  Date: 05/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your May 13th, 2025, regarding the rejection filed by ****** ******* 
  
  Upon further review, *** has agreed to complete the repair as a courtesy to Mr. ******* The repair will be scheduled when Mr. ****** returns from out of town, per his request. We have spoken to Mr. ****** to provide him with the update, and we encourage Mr. ****** to call *** with any further questions or concerns he may have. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ****** ****** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Protection Program has falsly charged us for a service which we have never signed up for totaling in $407.88 over the last 12 months. I asked for proof of registration of said service and they were unable to provide any information as to why they were billing us $33.99 a month for the last 24 months. I'm seeking American Water to reimburse/credit our account for the last 12 months of incorrectly billing a service which was never approved/registered for by the homeowner. This program seems to be a money grab and all American Water customers should check their bills to confirm they are not being incorrectly billed.

  

  Business Response

  Date: 04/15/2025

  American Water Resources (***) appreciates the opportunity to respond to your April 11, 2025, correspondence regarding the complaint filed by ***** *****.
  
  We appreciate the opportunity to address Mr.***** ******* concerns regarding his enrollment in ***s protection programs.
  
  On April 11, 2025, Mr. ***** contacted us to cancel his enrollment, stating that he did not recall signing up for the programs. The cancellation was processed promptly on the same day. Following this, Mr. ***** filed a complaint requesting a refund, as he believed he was enrolled without his consent.
  
  To provide clarity, one of our escalations specialists reached out to Mr. ***** and shared proof of his enrollment in the *** protection programs. During this discussion, it was reiterated that his programs were canceled as per his initial request on April 11, 2025.Additionally, we confirmed that the final charges covering the period from March 20, 2025, to April 19, 2025, will be credited to his water bill. This adjustment will be visible on his account within 1 to 2 billing cycles.
  
  We encourage Mr. ***** ***** to contact *** with any further questions or concerns.
   
  *** 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:04/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/10/2025

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

  Customer Answer

  Date: 04/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/04/2025

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

  Customer Answer

  Date: 04/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

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

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

  Customer Answer

  Date: 04/14/2025

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

  

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 04/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:03/28/2025

  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.

  We filed a complaint back in October 2024 against ******* plumbing who came to our home to fix/repair sewer line. The complaint went unresolved for several months where eventually American Water resources sent us another plumbing company named ****** plumbing who cleaned the sewer line and determined that there was a problem with the line (belly pipe) after the problem was identified no one from American Water reached out afterwards to discuss repair. After going back in forth between we were scheduled for an arbtritation hearing /****** had attempted to schedule several times but have canceled each time a repair needed to be complete. but because the repair was scheduled Ms. ***** **** from the BBB said that we did not need to have arbration hearing that was scheduled on March 6, 2025 after the cancelation of that meeting we have been getting canceled appointments stating that they are only fixing our sewer line as a courtesy. American Water has not followed up since the initial complaint. the only response we are getting is that we can not control the cancelations from the company but they did not offer an alternative/another company/no phone call/they have not called for any updates. and the repair company assigned to this complaint each time an appt is scheduled the appointments keeps getting canceled. the last communication was on 3-12-2025 we will look into this but nothing has been resolved. As a result we do not have use of our bathrooms with constant backups/slow drainage and now the sewer is seeping into our back yard.

  

  Business Response

  Date: 03/27/2025

  I just left a voicemail message at the number # ************ listed on the compliant.

  The complaint was sent to the wrong company. The complaint needs to be rerouted to AWR/HOS - American Water Resources/Homeowner Service. The customer has a home warranty protection plan with this company.  

  

  Business Response

  Date: 04/07/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 28, 2025, correspondence regarding the complaint filed by **** ****** *******.
  
  We appreciate the opportunity to address Mrs. **** ****** ********* concerns regarding her Sewer Line Protection Program (SLPP).
  
  On October 3, 2024, Mrs. ******* reported a sewer line backup to AWR. We promptly dispatched a contractor to assess the issue.Unfortunately, the contractor was unable to resolve the problem during the initial visit and required additional approval to proceed further. The claim was then assigned to a different provider, who successfully opened and restored the flow of the sewer line.
  
  During the assessment, it was noted by a contractor that there is a belly underneath the front porch. *** has agreed to repair the belly once the structural issues are resolved, and our service providers are clear to resume the work. *** is aware of the structural damage caused by our contractor and will continue to work with Mrs. ******* until her issue is resolved.
  
  We encourage Mrs. ******* to reach out with any further questions or concerns. We are committed to ensuring her satisfaction and resolving this matter promptly.

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23082776
  
  I am rejecting this response because:
  The first company that was dispatched was ********* plumbing and they did not do anything. I had to file a complaint in order for american water to dispatch a new plumbing company to come out which is  Mactee plumbing. And yes after several visits from the plumbing company and the company telling us that american water had not approved of the work which kept delaying the process until another complaint filed ****** finally came out with the proper equipment the approval ready to complete the work. But the company damaged our foundation and now we the homeowner have been left with the responsibility of getting the repairs complete no one from ****** plumbing that damaged the property has called offering any assistance or any updates american water keeps sending emails stating that ****** plumbing notified them of structural damages. Only here on this bbb platform has it been identified as their fault.  Now we are still waiting for inspection from a structural engineer that we have not been able to schedule yet. We still have a big hole in the ground and wall of the basement 
  
  
  Regards,
  
  **** ******-*******

  

  Business Response

  Date: 04/16/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 28, 2025, correspondence regarding the rejected complaint filed by **** ****** *******.
  
  Thank you for the opportunity to address Mrs. ******** concerns regarding her recent claim with AWR.
  
  On October 3, 2024, Mrs. ******* reported a sewer line backup to AWR. In response, we immediately dispatched a contractor to evaluate and address the issue. However, during the initial visit, the contractor determined that additional approvals were necessary to proceed further with the required work. To ensure timely resolution, the claim was reassigned to another qualified provider, who successfully restored the flow of the sewer line.
  
  During the process, a contractor identified the presence of a belly beneath the sewer line under Mrs. ********* front porch. *** has agreed to repair this issue once the structural challenges have been resolved. We understand that Mrs. ******* is working with her homeowners' insurance to address the structural matter, and we are fully committed to resuming the repair as soon as we receive confirmation that the area is ready for our service providers to proceed.
  
  AWR remains dedicated to providing excellent service and resolving customer concerns efficiently. We are in ongoing communication with Mrs. ******* to ensure the matter is resolved to her satisfaction.
  
  We encourage Mrs. ******* to reach out with any further questions or concerns. We are committed to ensuring her satisfaction and resolving this matter promptly.
  

  Customer Answer

  Date: 04/17/2025

  
  Complaint: 23082776
  
  I am rejecting this response because:
  We have not heard from American water resources in regard to assistance.  They wording in the email received stated that the contactor stated we had foundation problems identified during the repair. But the contractor they assigned damage the property.  No one from American water or ****** plumbing has reached out to offer assistance.  Yes we are in contact with our homeowners insurance but the process is moving slowly because we had been task to find contractors -structural engineer.  The structural engineer finally came yesterday 4-16-2025. but said there was a backlogged to the process which means it may it may take up until two weeks for the report to be submitted.  American Water contactor damage our property but required us to file a homeowners claim no one from American Water or ****** offered any assistance with the process. We still have a damaged wall and a hole in the front yard -which is open for any possible water or rodent to enter. 
  
  
  Regards,
  
  **** ******-*******

  

  Business Response

  Date: 04/25/2025

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

  On October 3, 2024, Mrs. ******* reported a sewer line backup to AWR. In response, we immediately dispatched a contractor to evaluate and address the issue. However, during the initial visit, the contractor determined that additional approvals were necessary to proceed further with the required work. To ensure a timely resolution, the claim was reassigned to another provider, who successfully restored the flow of the sewer line. During the process, a contractor identified the presence of a belly beneath the sewer line under Mrs. ********* front porch. *** has agreed to repair this issue once the structural challenges have been resolved. We understand that Mrs. ******* is working with her homeowners' insurance to address the structural matter, and we are fully committed to resuming the repair as soon as we receive confirmation that the area is ready for our service provider to proceed. We are in ongoing communication with Mrs. ******* to ensure the matter is resolved to her satisfaction. We encourage Mrs. ******* to reach out with any further questions or concerns.
  

  (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: 04/29/2025

  
  Complaint: 23082776
  
  I am rejecting this response because:
  
  While we were encouraged to reach out to our homeowners insurance American water has not been in contact with us. The only correspondence we have thus far in the past 30 days through the BBB. It is true that they told us that once the structure damages are complete. American Water or ****** plumbing have not asked for any updates in the past 30 days. 
  
  Regards,
  
  **** ******-*******

  

  Business Response

  Date: 05/08/2025

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

  On October ******, Mrs. ******* reported a sewer line backup to AWR. In response, we immediately dispatched a contractor to evaluate and address the issue. However,during the initial visit, the contractor determined that additional approvals were necessary to proceed further with the required work. To ensure a timely resolution, the claim was reassigned to another provider, who successfully restored the flow of the sewer line.
  

  During the process, a contractor identified the presence of a belly beneath the sewer line under Mrs. ********* front porch. *** has agreed to repair this issue once the structural challenges have been resolved. We will proceed with the repair once the area is ready to be serviced. Mrs. ******* has advised that this should be taking place soon.  We are in ongoing communication with Mrs. ******* to ensure the matter is resolved to her satisfaction.
  

  (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: 05/08/2025

  
  Complaint: 23082776
  
  I am rejecting this response because:
  Yes, we did receive an email communication from American Water today, 5-8-2025, but it was only in response to the rejected communication from before with BBB. We did advise that we are at the final approval stages for repairs to begin with the structural damages to our home. We only hear from American Water after a response is made here with the BBB. I did advise that I would reach out once the repairs have begun, which we hope to be very soon, per our homeowner's insurance. However, we still feel that no other accommodations have been made during the waiting period. We have a 14-foot hole in the ground in the front of our yard with the same plastic covering and stakes placed on 3-22-2025. With the changes in the weather and rainy days, the stakes are no longer secure in place, and a muddy hole in the ground is extremely dangerous around and near that area.  No one has been to our home since the hole has been dug to see if it needs to covering again or if it's safe. As a result, we have sitting water-muddy dirt piles-reptiles and rodents near and around our property.  
  
  Regards,
  
  **** ******-*******

  

  Business Response

  Date: 05/15/2025

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

  The customer was previously advised that the structural damage must be addressed prior to proceeding with any repairs. *** is currently awaiting further communication from the customer and its ********************** provider regarding this matter.
  

  Multiple attempts have been made by the service provider to contact the customer for updates on the completion of the foundation wall repair. Calls were placed on 4/15, 4/21, 4/23, 4/29, and 5/6, but the customer has remained unavailable.
  

  On 5/14, the customer informed the contractor that they are awaiting additional approval from their insurance company. They have committed to notifying AWR once the necessary approvals are obtained and the structural repairs are complete.
  

  (AWR) takes all consumer complaints seriously and we regret that this issue caused **** ******-******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/26/2025

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

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

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

  AWR takes all consumer concerns seriously, and we regret that this issue caused ***** **** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions.

  
  

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/28/2025

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