Complaints

This profile includes complaints for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Water Resources, LLC has 15 locations, listed below.

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• 

  American Water Resources, LLC

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

  
• 

  American Water Resources 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

  
• 

  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:03/20/2023

  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 have coverage by AWR for repair or replace the water heater . I filed the original claim on 3/16/2023. I payed the deductible of 50 dollars. I was not called at all by anyone. I called again on Thursday and was not called . I called on Friday and was not called back . I called each service provider that AMR provided and they reported they dont do water heaters . I called AMR again on 3/20/2023 spoke with them twice they provided another service provider who reported that they dont do claims. I called back was put on hold then hung up on. I keep calling and getting told the same thing . I believe that Im being pranked.

  

  Business Response

  Date: 03/28/2023

  American Water Resources (AWR)appreciates the opportunity to respond to your March 21st, 2023,correspondence regarding the complaint filed by ******************************
  
  ***************************** is currently enrolled in AWRs Water Line, Sewer Line, Interior & ***************** Line, Heating & Cooling, and Water Heater Repair and or Replacement Protection Program (WLPP/SLPP/ELPP/****/HVAC/HWHP). Upon receiving the above referenced matter, ******************** called AWR to file a claim on March 15th,2023, and there was a delay in contractor allocation which caused a hindrance in the repair being completed. AWR has since located a contractor and we are in the process of completing the water heater repair. We have spoken to ******************** to provide her with the update, and she confirmed the contractor has already been to her home to investigate the matter.We encourage ******************** 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:03/15/2023

  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.

  On November 27, 2022 I went outside and noticed my front yard was unusually wet. Considering the volume of water, I assumed the main water line broke. I then contacted my insurance company, American Water Resources and filed a claim # *******, account number # ******* the same day. A couple days later, ******* Services, a contractor, was sent out by the insurance company to estimate the damages. Corados Services sent the proposal amount of $6,560 to the insurance company. I followed up with Carados Services over a span of a few weeks, after the proposal was initially submitted. The contractor conveyed to me that they submitted the proposal a few times but have not heard back from the insurance company. I then contact the insurance company, American Water Resources over the next few weeks to get a status update. Every time I spoke with a customer service representative they gave me conflicting information. A representative initially advised me that my claim was approved and then another time a representative said my claim was not approved. On January 10, 2023 after much delay and no resolution, I decided to hire the same contractor, Corados Services to make the necessary repairs. I then notified the insurance company of my next step. The contractor came out to my house on January 16, 2023 and completed the repairs the next day, January 17, 2023.On January 17, 2023 I received an email from American Water Resources. They requested additional items to process my reimbursement request: Signed Customer Authorization Request Copy of the receipt Completed Direct Deposit Form I sent an email back on January 18, 2023 to American Water Resources with the requested documents and pictures. I called them on January 19, 2023. They acknowledged receipt, gave me a reimbursement claim # ******* and advised me that the claim could take up 4 weeks. I called the insurance company multiple times and have not received any updates on my claim.

  

  Business Response

  Date: 03/27/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 16th, 2023, correspondence regarding the complaint filed by **************************
  
  ************************* is enrolled in AWRs Water Line, Sewer Line & In-Home Protection Program (WLPP/SLPP/IHPP). AWR dispatched a contractor to customers property. Contractor reported to AWR that the water line would need to be completely repaired and provided AWR a proposal.  There was a delay in reviewing the proposal in which the contractor was hired my ************** directly to restore his service. ************** has been supplied reimbursement forms and as of this conversation returned it to AWR to be reviewed. We will continue to communicate with ************** until the process has been completed and encourage him to contact us with any 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:03/15/2023

  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 own ********************************************* and use it as a rental property. I am an American Water Resources customer and policy holder for that property. In January 2023 a water supply leak was detected at the neighboring property, ************ On February 9, 2023 a contractor was sent out to *********** to fix the leak. However, the contractor believed the water supply line was running under my driveway (at ************. Without my consent, the contractor/crew trespassed onto my property (at ***********) and dug a ~7 ft. x 7 ft. hole in my driveway, only to discover that there was no water supply line beneath it. They refilled the hole with dirt, but never repaved it. They had destroyed my driveway by mistake (and without my consent). Two weeks later, on February 23, 2023 they returned. This time they believed the supply line for 224 2nd Ave was running up the side yard of my property (***********). Again, they trespassed onto my property and dug up my yard without my consent. This time they did find the supply line to 224 2nd Ave in my side yard and they fixed the leak accordingly. However, in doing so, they dug up half of the root system to one of my evergreen trees (it will likely die soon) and did not adequately backfill the hole they dug. It has now been over of month, my driveway is still not repaired and the hole in my yard has not been backfilled. Again, all of this work was done without my consent - they trespassed and destroyed my property and have not been back to repair anything. My current renters at *********** are now threatening to withhold next month's rent, as they have slipped on the muddy, unpaved driveway when taking the trash out. This has created a liability for me. I have been calling American Water Resources routinely for the last two weeks and I have gotten no help or support in fixing this matter. All I am requesting is that the driveway be repaired and the hole in the yard be properly backfilled immediately.

  

  Business Response

  Date: 03/24/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 15th, 2022, correspondence regarding the complaint filed by **********************************
  
  
  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: 03/24/2023

  
  Complaint: 19600461
  
  I am rejecting this response because:
  
  I do not believe the provided response is adequate. It has now been over six weeks since my driveway was inappropriately dug up and I am not any closer to resolving this matter. I have called AWR several times and it has taken over three weeks for them to give me a call back (which they finally did today - 3/24/23). However, their response is not enough. They have acknowledged the issue, but have not provided any information on a possible solution. I need my driveway repaired and my yard regraded and reseeded ASAP.
  
  My driveway has a ~7ft. X 7ft. area that is just mud and dirt. The driveway is very steep, turning it into a mudslide when it rains. Additionally, my side yard is now a large mud pit. I am also concerned that the evergreen tree (which is now tilting to one side) is going to fall, as the part of the root system was destroyed and not properly reburied. There is also an ~16in. drop-off on the one side of tree that needs to be properly filled in. 
  
  I have been nothing but disrespected and unfairly treated by AWS. It started with their contractors entering and destroying my property without my consent and it now continues with their unresponsiveness and inability to get this resolved quickly. All of this is completely unacceptable and I do not want this matter closed until my property is adequately repaired and restored.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 04/06/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 15, 2023, correspondence regarding the rejected complaint filed by **********************************
  
  ********************************* is currently enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). ********************************* was advised since he has a shared driveway with his neighbor, AWRs contractor did not have to get permission to make the repair on the private property. AWR is responsible for basic site restoration which includes to refill, rake, and reseed any areas outside your home that AWRs independent contractor excavated in order to access the sewer line. we have done our diligence to helping ************************ with repair as requested. We encourage ********************************* to reach out to AWR with any 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: 04/12/2023

  
  Complaint: 19600461
  
  I am rejecting this response because:
  
  AWR continues to only respond to part of my complaint and provide inadequate responses. Therefore, I have summarized my concerns and questions below. I would greatly appreciate if each question was addressed directly. In the last week, I have called and emailed AWR directly, but I have not received a response. The lack of responsiveness from AWR over the last two months has been disappointing. 
  
  Yard Damage:
  Per the terms and conditions shared by AWR, the insurance covers proper refilling, raking, and reseeding of the area excavated for repairs. This was not done. Part of the excavated area currently sits ~16 inches lower than it did before, the entire area is no longer level, and no grass seed was put down. Not to mention, a very large old evergreen tree now has its roots exposed because of this, putting it at risk of dying or falling over.
  

  What is the rationale for not properly refilling, raking, and reseeding, if it is part of the standard terms and conditions? Also, why was my permission not needed for AWR to enter my property and excavate my yard? The area of the yard excavated was clearly within the property limits of ******************************************************** any way.
  
  Driveway Damage:
  While I understand restoring a driveway is not part of the standard insurance coverage, this is not a typical case. I disagree that the driveway is shared. What was the process for validating if the driveway was truly shared or not, and how can you evidence this was done?   
  

  I was previously told that if AWR contractors need to enter a neighbor's property, it is standard practice that written consent is obtained. Can you please share a formal term, condition, or policy that refutes this as this was not done? This is especially relevant given that the contracts did not only stay strictly on the driveway as they were digging up the driveway. They had their equipment and machines all over my yard. Again, what is the rational for not needing permission to access and use my yard on this day?

  Regardless of adequate permissions, the driveway was dug up by mistake. There was no waterline beneath it. What is the justification for not needing to repair it, given it should have never been dug up in the first place?
  
  I am trying to work with AWR in good faith. I didnt ask for any of this and this has all been a huge inconvenience. No one would like it if someone came and destroyed their property and then refused to put it back they way they found it. All I am asking is that AWR do the right thing here. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 04/21/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 15, 2023, correspondence regarding the rejected complaint filed by **********************************
  
  ********************************* is currently enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). ********************************* was advised since he has a shared driveway with his neighbor, AWRs contractor did not have to get permission from ************************ to make the repair on the private property. AWR is responsible for basic site restoration which includes to refill, rake, and reseed any areas outside your home that AWRs independent contractor excavated in order to access the sewer line. We do understand Mr. *********** concerns and will reach out to discuss additional restoration for the yard. We encourage ************************* to reach out to AWR with any 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:03/14/2023

  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 Resources has not started job after a month of filing claim. In the middle of prices they changed claims numbers. They toss me around like a volleyball between plumbers and themselves with lies.

  

  Business Response

  Date: 03/23/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 14th, 2023, correspondence regarding the complaint filed by ************************
  ************************;is enrolled in AWRs Water, Sewer, and In-home Protection Programs (WLPP/SLPP/IHPP). Customer contacted AWR to report a backup. Unfortunately, AWR could not locate a contractor in a timely manner. ************ was advised to hire her own contractor and submit the invoice for possible reimbursement.  AWR is currently waiting to receive a full breakdown of the invoice for review. ************ will be notified of the reimbursement amount once the invoice has been received and reviewed. We encourage ************ 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:03/14/2023

  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.

  Sir, I renewed my water line protection policy with them, and they cashed the check on 1-13-23 check #**** and the check amount was $101.88.Account Number ******* service for 03/08/2023 - 03/06/2024 and I have called them numerous times and asked them if they can send me a receipt to show that I paid for it, and they admit that it has been paid in full, but they will not send me a receipt, all I get from them is renewal notice's (3) and I keep asking them if I could please get a receipt. I have been getting this water line protection policy from them for that last three year and in the past, they would always send me a receipt but not this year, thank you ************************* - on the receipt. is American Water Resources PO Box 577 *****, ** 62002-9801 - ************** - online at AWRUSA.com.

  

  Business Response

  Date: 03/23/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 15th, 2023, correspondence regarding the complaint filed by **************************
  
  ************************* is enrolled in AWRs Water Line Protection Program (WLPP). Customer contacted AWR to confirm his enrollment and requested to have a confirmation letter sent to him. Unfortunately, the letter was not sent in a timely manner which resulted in ******************** filing a complaint. Request has been sent to AWR Partnerships to provide this requested enrollment confirmation letter to ******************. He may also view the terms and conditions at AWRUSA.com/terms. We encourage ****************** 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:03/14/2023

  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.

  see attached

  

  Business Response

  Date: 03/24/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 14th, 2022, correspondence regarding the complaint filed by **************************** 
  
  
  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:03/11/2023

  Type:Delivery 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 a service contract with American Water resources that covers my plumbing inside and my sewer lines outside. I attempted service order for my shower head, faucet, slow drain, and toilet. The employees stated that the shower head and faucet were covered then another employee ******** stated its not cover. She placed the repair order for the toilet but refused to place a service order for the slow drain. I asked for a supervisor waited 15 minutes on hold then ****** gets on the phone and hangs up on me. I called back and another operator sent me to a survey. This is not the first time Ive have this issue in the past.I believe this American Water Resources is a fraudulent services.

  

  Business Response

  Date: 03/20/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 14th, 2023, correspondence regarding the complaint filed by **********************************. 
   
  ***********************-Minor is currently enrolled in AWRs and In-Home Plumbing Plus Line Protection Program (IHPP+). Upon receiving the above referenced matter, *********************** contacted AWR to file a claim on March 11th, 2023, and a licensed contractor was dispatched to her property to complete the repair. We have spoken to ************-Minor to discuss additional questions and or concerns. Inaccurate information was provided when the claim was filed, and we have provided Ms. Rice-Minor with an update on how we plan to resolve this said matter. We encourage *********************** 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:03/08/2023

  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 paid for sewage line protection (Account #: ********************** to make a complaint and they sent a plumber. He said there was a root entered the line thru a crack in the pipe and needs to repair the leaking sewer line, but he has to get approval from AWS. Been waiting from the plumber to come and fix it, but weeks later when I called they said they sent the report but never got any reply from AWS. I called AWS and they opened another claim and repeated the above cycle again. Meanwhile the sewage was leaking all over my front yard and stinking the whole neighborhood. So I called a **************** and fixed the leak by cutting down the tree, removing root and digging the yard. Still no response from AWS.Finally when I called them, I was told they cant pay because I used my own plumber.They refuse to send me a reason for denial of service in writing, when requested.I believe by purposely delaying decision, withholding any written communications and refusing to give anything in writing, AWS is purposely forcing their costumer to do what I did and ultimately deny any claim.I cancelled my policy knowing that I have been cheated and deceived by AWS.

  

  Business Response

  Date: 03/17/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 9, 2023 correspondence regarding the complaint filed by ****************************
  
  *************************;is enrolled in AWR's water and sewer line protection program. ****************** filed a claim for a sewer line back up on October 10, 2022. A contractor was dispatched and determined ******************** issue was pre-existing. He signed up for the program on August 30, 2022, and became effective on September 30, 2022. ****************** was informed of his denial on October 23,2022. After receiving this complaint AWR reached out and is having ****************** sent in copies of the invoices he paid for his repair work for second review as a courtesy. AWR will review the items and let ****************** knows if his denial is upheld or if he will receive a reimbursement. AWR encourages ****************** to reach out with any further concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *************************;to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:03/08/2023

  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.

  This is the 2nd complaint I filed against American Water Resources. I had a leak in my basement. I immediately called farmers insurance who sent out Service Pro. They cut a hole in the wall. I called AM resources and they said to call the water **** which I did. They said it was my hose bib coming from outside into my house which caused the damage. I was told by Farmers American Water should cover the plumbing. The Water **** also told me that. When I called them they said to submit bill and photo. Now they told me they do not cover frozen pipes. The pipe was not frozen!!! Just old and worn. I sent photos of all the repairs. Funny on their website is a hose bib!!!! Makes it sound like it is covered. The told me now they do not cover hose bibs but there is a photo of it and they said no frozen pipes. My pipe was not frozen! The water was shut off for the winter. This company is awful and never want to pay. Even the Water **** told me this is covered under them and they also have problems with them numerous times with customers. Farmers my homeowners said American Water Resources should cover my plumbing. I have the photos of everything I can send you of the repairs. I will just send the bill now and the photo of their website showing a hose bib. It is the pipe that comes from the outside into the house. The ** resources #******* denying my claim. All photos and bill, cashed check was submitted to them. Look at their website and a hose bib is clearly there. I will supply any of the numerous photos if needed. Just enclosing bill and the copy of the photo on their actual website for now. They are notorious for not wanting to pay claims. Again even Farmers and the Water **** told me it should be covered by them!

  

  Business Response

  Date: 03/20/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 08, 2023, correspondence regarding the complaint filed by *********************************.
  
  ********************************* is currently enrolled in AWRs Water Line and Sewer Line Protection Program (WLPP/SLPP). ************************ called in to file a claim for a leak. ************************ stated that she had hired her own contractor because she was unsure where the leak was coming from. ************************ then contacted a licensed contractor to have an internal supply line leak and hos bib repaired. After careful review of the paid invoice in which she submitted none of the repairs are covered under her protection programs. We have reached out to discuss the denied settlement with ************************. We encourage her to call with any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ************************ to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 03/20/2023

  [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,
  
  *********************************

  I actually do not agree with their response as a hose bib is clearly on their website and it makes it look like it is covered.  I did mention it to the woman that called and she agreed the photo is there.  I know this will be a never ending losing battle.  I had to file a complaint to have a sewage leak covered before when they did not want to pay.  I am told from numerous people they always deny any claims.  Not much else I can do.

• Initial Complaint

  Date:03/08/2023

  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.

  In November of 2022 I purchased 3combo service from AWR for $197.00 for outside,inside, and pluming work. In December I called for service because of flooding in the basement. So AWR sent out a contractor (******** and son's sewage).they saw problem in the house trap in the sewer line so I call AWR for approval to fix the line. I was told that the service that I paid shouldn't have been offered and they would not honor that part. So I paid the contractor $***** to bust the floor and replace the pipe. So then the contractor ran a camera and saw the outside backyard line was also cracked so I called AWR to get approval at this point they had me pay an additional $97 for year service while also say they would refund the first money of$197 and went to approve the backyard line to be repair by the same contractor. To this date I have not received a refund of money and I ask about them not honoring the program where I had to pay ***** for inside work. AWR said they processing this refunds but as March 6 2023 I have not received anything. I have been in contactwith AWR while over 50 phone calls getting nowhere. Please help me in this terrible matter please.

  

  Business Response

  Date: 03/17/2023

  American Water Resources (AWR)appreciates the opportunity to respond to your March 9th, 2023,correspondence regarding the complaint filed by ********************
  
  ******************* is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). Upon receiving the above referenced matter, **************** was inadvertently enrolled in the Water Line, Sewer Line, and In-Home Plumbing Line Protection Program, in which AWR has agreed to refund for the enrollment of the incorrect plumbing package. **************** contacted AWR to report a sewer line issue on December 16th, 2022, and AWR sent a licensed contractor to her home to complete the repair. It was later confirmed that the **************** had a blockage on the main sewer line, but she needed a cleanout installed inside the home to clear the blockage, which AWR does not cover. We have agreed to reimburse for the clearing of the line, but not the installation of the cleanout. We are currently in the process of resolving the matter and we have spoken to **************** to provide her with the update. We encourage **************** 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.