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

  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, Inc.

  109 Wiehl St Chattanooga, TN 37403

• 

  American Water Resources

  5201 Grand Ave Davenport, IA 52807

  

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

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/28/2025

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

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/20/2025

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

  Customer Answer

  Date: 03/21/2025

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

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/25/2025

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

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 03/25/2025

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

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

• Initial Complaint

  Date:03/14/2025

  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.

  Company requires payment options stored on online account but they are “unable” to delete extra payment information. For example, I was trying to re-activate my coverage but was having an issue with the website. I tried using 2 different cards to pay (one credit, one debit). I still wasn’t able to pay my invoice. When i tried chatting with a rep, i let them know i wanted to delete my debit card info & i was told they “are not able to do that.” No company should force a customer to keep their banking information stored on their website. Customers should be able to add & remove that information at their own discretion.

  

  Business Response

  Date: 03/24/2025

  American Water Resources (AWR) appreciates the
  opportunity to respond to your March 14, 2025, correspondence regarding the rejected complaint filed by ******* *******
  
  We appreciate the opportunity to address the
  concerns raised by Mrs. ******* ****** regarding her online account.
  
  Mrs. ****** has expressed difficulty in removing
  a payment method from her account. We have escalated her concerns to our
  technical support team, who are actively working on a resolution. We are
  committed to keeping Mrs. ****** informed throughout this process and will
  ensure her issue is resolved promptly.
  
  We encourage Mrs. ****** to contact us with any
  additional 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 with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No resolution as of yet. I am not able to delete my payment information. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 04/01/2025

  American Water Resources (AWR) appreciates the
  opportunity to respond to your March 14, 2025, correspondence regarding the rejected complaint filed by ******* *******
  
  We appreciate the opportunity to address the
  concerns raised by Mrs. ******* ****** regarding her online account.
  
  Mrs. ****** has expressed difficulty in removing
  a payment method from her account. We have escalated her concerns to our
  technical support team, who are actively working on a resolution. We are
  committed to keeping Mrs. ****** informed throughout this process and will
  ensure her issue is resolved promptly.
  
  We encourage Mrs. ****** to contact us with any
  additional 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 with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  the issue has not been. The website needs to be redesigned to allow customers to edit their payment information. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/13/2025

  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.

  On 9/13/24, I called AWR to cancel my mother's coverage as she had recently passed away and there was a sale pending on her property. The representative I spoke with instructed me to send a cancellation request the email address of ********************************* which I did that very day. I received no response, but later received an automatic renewal reminder in the mail that indicated the annual premium would be deducted from the account on file on 1/17/25. I sent a second email on 1/3/25, advising the coverage had been cancelled as of 9/27/24 (the closing date for my mother's property) and requesting a refund of the portion of the premium from 9/27/24 to 1/16/25, the end of the covered period. I also advised my mother's bank account had been closed so there would be no auto withdrawal. Again, no response. On 1/17/25, I sent a letter explaining all of the above and requesting a refund to the address listed on the auto renewal card: *****************************************. Once again, no response, hence this complaint to receive the refund due my mother's trust, for which I am the successor trustee.

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ******* on behalf of her mother ******** *******. 
  
  Upon receiving the above-mentioned matter (AWR) contacted **** ******* on behalf of her mother, ******** *******, to explain that the account has been cancelled and that we will be processing the refund that is due to her. 
  
  We (AWR) encourage **** ******* on behalf of her mother ******** ******* 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: 03/22/2025

  [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 assuming the refund is actually received.
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 05/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: MARK ***** **** ******* <***********************************>
  Sent: Friday, May 2, 2025 11:37 AM
  To: ***************************************************************************
  Subject: Complaint #********

   

  Hello there.  The above complaint was closed because American Water Resources had promised to send the requested refund to me.  However, that refund has not been received.  I contacted them by phone on 4/11/25 and was informed that the refund was being processed and sent to my deceased mother at the home she no longer owns.  The mail forwarding order on file is expired, so there is no way I will receive a check, assuming it has actually been sent.  When I asked them why they had sent it there as opposed to sending it to me as requested in all my correspondence with them, I was transferred to the "escalation department" to get it straightened out.  *************** did not pick up, nor did anyone call me back as promised.  This is a very shady company.

   

  After speaking to a BBB *** this morning, I was advised to send this email in order to get the complaint reopened.

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

  

  Business Response

  Date: 05/13/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ******* on behalf of her mother ******** *******. 
  
  Upon receiving the above-mentioned matter (AWR) contacted **** ******* on behalf of her mother, ******** *******, to inform her that the account has been canceled and that we will be processing the refund owed to her. Additionally, we have updated the billing address on ********** account to ****** address and have informed our accounts payable department accordingly to have it processed again. 
  We (AWR) encourage **** ******* on behalf of her mother ******** ******* 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: 05/16/2025

  
  Complaint: 23061403
  
  I am rejecting this response because:  I have not yet received the refund promised to me.  Once that has been received and has cleared my bank, I will notify BBB so that the complaint can be closed.  I note that the business failed to return my call to correct the address where the refund had been sent and only contacted me when I reopened the original complaint with BBB.  
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 05/23/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ******* on behalf of her mother ******** *******. 
  
  Upon receiving the above-mentioned matter (AWR) contacted **** ******* on behalf of her mother, ******** *******, to inform her that the account has been canceled and that the refund owed will be processed. Additionally, the billing address on ********** account has been updated to ****** address, and our accounts payable department has been notified accordingly. The check was reissued on May 15, 2025, and was mailed to the address provided by **** (*********************************************), with the understanding that the check would still be issued in ******** ********* name. A message with the details has also been left. 
  
  We (AWR) encourage **** ******* on behalf of her mother ******** ******* 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: 05/24/2025

  [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.  I received and deposited the refund check.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/12/2025

  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 had flooding in our utility closet downstairs and gurgling in our downstairs toilet when we took a shower in our upstairs bathroom and we had a friend come out who is a plumber and he said felt we needed our main line flushed. He then asked us if we had a policy with American water resources because they would cover this. We did and I contacted the company on Saturday, March 8th. The representative told me the company they assigned me was ***********. They gave me a phone number for this company and a claim number and told me that the company should call me that day, but to give them until Monday. By Monday March 10th, in the afternoon, when I still had not received a call from any plumber, I decided to look up the local ******************* in ************ and I gave them a call. The representative I spoke to told me that they do not have a contract with American water resources. I called American water resources back and told the representative that I I had spoken to Roto Rooter and they told me that they are not affiliated with American water resources. The representative then told me that they were reassigning my claim to another company called ************. They gave me the number for 3DM plumbing, which was the same number that they gave me on Saturday for Roto-Rooter. When I pointed this out to them that this number cannot be for both Roto rooter and 3DM plumbing they put me on hold and gave me an additional number for 3DM plumbing.I called both numbers and left detailed messages on both asking them to call me back and gave a brief description of what I needed done. I never received a call ********** (March 12) I called American water resources back for the third time about this issue and they assigned me a new company called ***********************, which is located in *********, ************, which is 153 miles from where I live. I doubt they will come that far.Can this please get resolved? I still have flooding in my basement.

  

  Business Response

  Date: 03/19/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 12th, 2025, regarding the complaint filed by **** **********. 
  
  Upon receiving the above-referenced matter, Ms. ********** contacted AWR on March 8, 2025, to report an external sewer line issue. AWR promptly dispatched a licensed contractor to her residence to investigate the matter. The contractor scoped the line and confirmed the presence of a foreign object. Subsequently, the claim was denied by ***. Ms. ********** informed *** that she had hired her own plumber and requested reimbursement. As a courtesy, *** has agreed to reimburse her to resolve this matter. We are currently awaiting the requested documents from Ms. ********** before proceeding with the reimbursement. We have attempted to communicate this update to Ms. ********** but have been unsuccessful in reaching her. We encourage Ms. ********** to contact *** 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.

• Initial Complaint

  Date:03/12/2025

  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.

  Im paying the AWRUSA.com/SaveNowIn,to service my water and sewer line repairs. I've put in three claims for the same issue and they have not come out for either claim and have not called me to reschedule. My contract for the protection program began in June of 2024 and I pay regularly through the ******* ******** Water Co for this additional protection service till my contract ends in June of 2025. At this point I believe they are scamming me just taking ingredients my money every month and don't plane to fulfill the contract as required. I have paid them 210.00 dollars and want my money back.

  

  Business Response

  Date: 03/27/2025

  Thank you for bringing this matter to our attention.
  ******** Water Resources (AWR) appreciates the opportunity to address ******** ****** concerns regarding your March 18, 2025, correspondence.
  

  ******** ****** is enrolled in the In-Home Plumbing and
  Sewer Line Program with ******** Water Resources (AWR). Mrs. ****** filed a
  claim for a drain line clog, which was assessed and determined to be caused by
  leaking drainage lines and the tub waste and overflow. According to the terms
  and conditions of the In Home Plumbing Protection plan, coverage is provided
  for clogs and blockages but not for repairs related to leaking drainage lines.
  This exclusion is outlined in Section 7 of the terms and conditions.
  

  Mrs. ****** received service on two occasions, and it was
  determined that the issue falls outside the scope of coverage provided by the
  plan. We understand that this situation is frustrating for Mrs. ******, and we
  regret any inconvenience caused.
  

  We encourage Mrs. ****** to review the terms and conditions
  of her plan for further clarification. If she has any additional questions or
  concerns, she may contact our customer service team directly for 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.

  
  

  Customer Answer

  Date: 04/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My original complaint was not as stated by ******** Water Resources representative.  I had to  filed 4 claims before I got any service. My claim was for a leaking pipe that extended from the upstairs tub to the basement. Once On Course -Heating Cooling & Plumbing came out they were told that leaking in Plumbing was not included, they stayed on the phone for 20 minutes before they left they were eventually told, that gas line leaks, pipe leaks, total sewer line interior and exterior blockage and warn pipes were included in my plan. But because they had to stay on the phone for 20 minutes or more they would have to return the next day to start the work. By tub had a great flow of draining the water to the sewage, now I get standing water in my bath tub and now my wash tub in the basement which was not happening until after the work was down on the 14th of March. I talked with Matt from the excalation department promising to check into the matter and he would be getting back with me and if I had any questions or concerns I could call him personally on his direct line which he has not answered since. I have called Matt numerous time and someone let's the phone ring about 6 times or more then picks it up and hang right back up. ###-###-####. Since then I spoke with Mary who specifically informed me that I was covered and gate me a new date and claim # for 3/31/25 Cl # *******. Mary also, stated that she would call me Monday to make sure they came. No one showed up and I didn't get a phone call from Mary. My blood pressure has been up for the last week dealing with this company.  I have been stressed about this matter and have tried repeatedly to get this resolve. However I have been kept on hold for 20 minutes or more at times with several department with nothing but returned promises and claims that have not been honored. I canceled my subscription finally yesterday after waiting all evening for them yesterday 3/31/25. I have paid them faithfully since June 12, 2024. I feel cheated, disregarded and deceived by the company as a consumer and I'm owed a refund for my resolution regarding this matter. This is no way to treat a Senior Citizen.   Sincerely; ******** ******.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 04/07/2025

  Thank you for bringing this
  matter to our attention. ******** Water Resources (AWR) appreciates the
  opportunity to address ******** ****** concerns regarding your March 18, 2025,
  correspondence.
  
  ******** ****** is enrolled
  in the In Home Plumbing and Sewer Line Program with ******** Water Resources
  (AWR).
  
  We appreciate your attention
  to Mrs. ******'s concerns regarding her clogged drain lines. We have had
  contractors visit her property on two separate occasions to evaluate and
  address the issue. Both contractors identified several portions of her drain lines
  that are rotted out and leaking.
  
  Under Section 7 of Mrs.
  ******'s terms of service, it is clearly stated that AWR does not repair drain
  lines under her IHPP coverage. Despite this, Mrs. ****** insists that the issue
  is a clogged drain. As a courtesy, we have arranged for a third evaluation to
  specifically address the clogged portion of the line. The contractor will
  assess and determine if the clog has been rectified.
  It is important to note that
  the leaks in the drain lines are not covered for repair under Section 7 of her
  terms of agreement. We have communicated this to Mrs. ****** and explained the
  steps we are taking to address her concerns regarding the clogged drain line.
  
  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: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:03/10/2025

  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.

  On 2/21/25 requested cancelation of service and refund money On 3/1/25 called back, as I had not received payments promised, they stated I would receive payment on 3/7/25 On 3/10/25 called back again did not receive payment, and said they would have to email billing department for refund. I asked for Management to get involved, was on hold for over 35 min. Called back once again and now say they will have Management call me back that was 1 1/2 hour ago.

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 13, 2025 correspondence regarding the complaint filed by *** **********.  
  
  Upon receiving the above-mentioned matter (AWR) reached out to *** ********** to clarify the outstanding charges on his previously cancelled account and informed him that these charges will be resolved. 
  
  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: 03/27/2025

  
  Complaint: 23045542
  
  I am rejecting this response because:
  
  This company already took my money and than states that I still owe then money for WHAT??? They state that they will wave the money I still owe them how dumb do they think I am. This is a very deceiving company and I recommend everyone to to stay away from American Water Recourses.
  
  Regards,
  
  *** **********

  

  Business Response

  Date: 03/31/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 13, 2025 correspondence regarding the complaint filed by *** **********.  
  
  Upon receiving the above-mentioned matter (AWR) contacted *** ********** to clarify the outstanding charges on his previously cancelled account. We informed him that the charges incurred have been waived by American Water Resources, and the customer does not owe any payment to us, as we have not received any funds from him. 
  

  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.