Business Profile

Water and Sewer Line Protection

American Water Resources, LLC

Headquarters

Complaints

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

Customer Complaints Summary

1,179 total complaints in the last 3 years.
410 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/07/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought main sewer replacement coverage from American Water Resource last year. In Feb of this year my main sewer line collapsed. I contacted the company, and filed a claim. They had me use a private contractor of my choice. The sewer line was repaired. I contacted the company. A representative from the company gave me a list of items I needed to send them for me to be reimbursed. I submitted all the needed documents from the list. Four weeks later I get a claims rejection letter stating They had turned down the claim due to me not sending them items that werent even on the list. I feel this is just a tactic to get out of paying for the claim. I contacted them and asked to speak to someone in claims reimbursement. Representative said they didnt have a way to do that, or even have a number for that department.
Business Response
Date: 03/15/2023
American Water Resources (AWR) appreciates the opportunity to respond to your March 7, 2023, correspondence regarding the complaint filed by *******************.
******************* is enrolled in AWRs Water Line and Sewer Line Protection Programs. He filed a sewer line claim on February 2, 2023.Unfortunately, AWR was unable to locate a contractor in a timely manner. ************* was advised to hire his own contractor and submit the paid invoice for possible reimbursement up to his protection program limit coverage. We have requested a paid invoice with a full description break down for this repair. We will continue to work ************** until this issue is resolved. We encourage ************* to reach out if he has 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:03/07/2023
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.
WATER LEAK 5000$ WATER BILL CALLED *************** 25 GALLONS OF WATER RUNNING PER HR.CALLED WATER RESOURSES TO FILE A CLAIM THEY INFORMED US TO FIND APLUMBER IN OUR AREA BECAUSE THEY DID NOT HAVE ONE AND THEY WILL REIMBURSE .ITS WAS AN EMERGENCY WATER WAS STEADILY FLOWING CITY CUT WATER OFF .GOT WATER LINES FIXED SENT INVOICE WHAT THEY ASKED FOR NOW ALL OFF A SUDDEN THEY WANT MORE SENT ALL INFO THEY NEED .CLAIMS **** HAVE NO DIRECT LINE ITS BEEN TWO MONTHS. CALLED EVERY AGENT SAYS SOMETHETHING DIFFERENT PLEASE HELP US WE SPENT OUR LIFE SAVING ON THE PLUMBER BECAUSE WATER RESOURSE SAID WE WOULD GET REIMBURSED. I AM 85 MY WIFE IS 80 WE TRUSTED THESE PEOPLE IVE RESENT THE INVOICE DIRECT DEPOSIT FORM .CUSTOMER ACKNOWLEDGMENT WAIVER WHAT ELSE .PLEASE HELP US GOD BLESS
Business Response
Date: 03/15/2023
American Water Resources (AWR) appreciates the opportunity to respond to your March 7 *****, correspondence regarding the complaint filed by ******************

***************************** is enrolled in AWRs Water and Sewer Line Protection Programs.********************** called to report a sewer line issue. Unfortunately, there was an internal drain line issue, so he was advised to have his contractor make the full repair for internal and external. ********************** was advised he would be reimbursed for the external sewer line issues that are covered under AWR sewer line protection program. ********************** has submitted all invoices and approved for covered repairs. He will receive his check shortly. AWR has spoken with *********** and advised her of this. 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:03/06/2023
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.
******************* noted a $17.99 charge on her January 2023 bill from **** American Water *** for "protection program". She did not authorize the charge. She contacted **** American Water *** who said the charge originated from outside the company, and refused to offer any help resolving the issue. ******************* call ************ and spoke to *****, who refused to explain how the charge originated, and pressured ******************* to agree to a monthly payment of $6.24. He refused to issue or authorize a refund. ******************* received her February 2023 **** American Water Co bill, and saw another charge for $17.99 for "protection program", and an additional charge for the same for $97.89. ******************* did not authorize any charges from American Water Resources.
Business Response
Date: 03/13/2023
American Water Resources (***) appreciates the opportunity to respond to your March 6th, 2023, correspondence regarding the rejection filed by ***********************.

*********************** was previously enrolled in ***s Water and Sewer Line Protection Program. ****************** is disputing the recent charges that were added to her utility bill for the *** Protection Programs. *** has confirmed that the charges were added in error, and we will refund all recent charges via check back to the ******************, which she will receive within ***** business days. We have attempted to reach ****************** to provide her with an update but have been unsuccessful in reaching her. We encourage ****************** to reach out with any additional questions or concerns she may have.

*** 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: 03/28/2023

Complaint: 19546540

I am rejecting this response because:

From: ***************************
Sent: Sunday, March 19, 2023 2:58 PM
To: ************************************************ <************************************************>
Subject: Regarding letter dated 3/13/23 : ID#********

Good afternoon,

I am in receipt of your letter dated 3/13/23 stating that you have received a response from American Water Resources admitting that I was charged in error for their Water and Sewer Line Protection plan and that they will be issuing me a check to cover the charges that I was erroneously charged for over the past 3 months. I would like to thank you for your help in resolving this matter and do not want this case closed until I have a check in hand from this company due to their scamming me for these charges and their inability and unwillingness to resolve the matter through countless phone calls from not only myself but my daughter *****. We have been extremely frustrated with the company and how unprofessional they have been with their actions and their preying on customers of **** American Water. In addition to the check that they are to issue to me, I want any and all information related to my account DELETED from their database. I do not want to ever receive a call from American Water Resources nor any mailings that they may send out. I expect that this request will be respected and followed. As soon as the check is received from American Water Resources, I will contact **** American Water to pay off the balances that they erroneously charged me for.

I appreciate any and all help you have given to resolve this matter.

Respectfully,

***********************

Regards,

***********************
Business Response
Date: 04/06/2023
American Water Resources (AWR) appreciates the opportunity to respond to your March 6th, 2023, correspondence regarding the rejection filed by ***********************.

Upon receiving the above referenced matter, (AWR) has made several attempts to ****************** and were unsuccessful to reach her by the telephone number we have listed on file for her account. ****************** has informed she would not like to be contact by AWR anymore. The account has been reviewed and determined a credit has been processed on account to zero out the open balance on account and utility statement (1-2 billing cycles to reflect). We encourage ****************** to reach out 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
Initial Complaint
Date:03/03/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with this company since 2017 for water and sewer protection. When I went downstairs my basement flooded. I called them and they said they would send me someone out but I would like to pay $50 deposit. I told them I would pay my check. He said they cannot let me pay by check. I said okay I would pay cash. He said he want a debit card. I told him I do not have one. He said a plumber was kidnapped one time. I asked him if he was implying I would kidnap someone. He ended up hanging up on me. I could not believe it. Now I have to pay a company outright instead of being able to use the coverage I pay for.
Business Response
Date: 03/15/2023
American Water Resources (AWR) appreciates the opportunity to respond to your March 6th, 2023, correspondence regarding the complaint filed by **********************************

********************************* is enrolled AWRs Water Line, Sewer Line,and In Home Plumbing Emergency Programs (WLPP, SLPP, IHPP). ************************ called AWR on March 3rd, 2023, to report a clogged sewer line. ************************ was unable to file a claim with AWR due to miscommunication with the agent, so he hired his own contractor. We have requested a copy of the paid invoice from ************************ so we can review it for reimbursement. We will continue to work with ************************ until this issue is resolved. We encourage *********************** to reach out if he has 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:03/02/2023
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.
I recently filed a claim concerning American Water Resources and AWR relayed to BBB that they were working with me to resolve the issue. That by far was not and is not true. I sent them (AWR) every thing they requested and as of this date I have not received a response from ******* at AWR. They (AWR) were to deduct $9.89 per month for water and sewer line insurance from my account on the 1st of each month but the deductions became so sporadic/inconsistent that in one month they took the deduction twice (which they deny). That double deduction occurred on November 1 and November 30, 2022 which resulted in another bill being short. I was told by ******* at AWR that I could change the billing date in an attempt to alleviate the sporadic deductions and as of this date I have not received a "written" response from ******* at AWR. I called and tryed to change the billing to the 15th of the month, after not hearing back from *******, and I must say that was not effective given there was a language barrier between myself and the recipient of the call. At this point I am seeking a resolve via your office.
Business Response
Date: 03/06/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 7, 2023, correspondence regarding the complaint filed by ******************************

***************************** is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). ************** contacted AWR to report that she is being double billed for the protection programs. AWR has reviewed Ms. ****** account and has determined that the account has not been double charged. We encourage her to call with any further questions.

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: 03/21/2023

Complaint: ********

I am rejecting this response because:

From: CeCe <*******************>
Sent: Tuesday, March 21, 2023 9:08 AM
To: Better Business Bureau <**************************************************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

Not accurate. I did respond and the issue is still not resolved and now another family member is experiencing the same issue. Guess we will need to take this up with social media and news stations. Someone has to assist consumers with being ripped off by AWR.

On Thu, Mar 16, 2023

Regards,

*****************************
Business Response
Date: 03/30/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 7 , 2023, correspondence regarding the complaint filed by *****************************

***************************** is enrolled in AWRs Unlimited Water &Sewer Line Protection Programs. ************** contacted AWR to report a billing issue (double charge) on her banking account in the month of November 2022. AWR requested ************** to provide there banking statement information regarding the charges in questioned. We reviewed Ms. ****** information provided as requested and it was determined that all bills/charges were accurate. We AWR have done our diligence in assisting ************** in this matter. We encourage ************** to contact us with and questions or concern 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: 03/30/2023

Complaint: 19526226

I am rejecting this response because: My complaint was two fold and not addressed in its entirety. There was a double deduction & my family member just experienced the same thing with AWR!! I requested a change in the date of the deduction & Ive not gotten a response. AWR tells BBB they the customer can call but they have a person answer who cannot address the concern because of a language barrier & lack of knowledge.

Regards,

*****************************
Business Response
Date: 04/13/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 7 , 2023, correspondence regarding the complaint filed by *****************************

***************************** is enrolled in AWRs Unlimited Water &Sewer Line Protection Programs. ************** contacted AWR to report a billing issue (double charge) on her banking account in the month of November 2022. AWR requested ************** to provide there banking statement information regarding the charges in questioned. We reviewed Ms. ****** information provided as requested and it was determined that all bills/charges were accurate,the records on her account are not indicating a double billing. We AWR have done our diligence in assisting ************** in this matter and We encourage ************* to contact us with and questions or concern 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: 04/15/2023

Complaint: 19526226

I am rejecting this response because: LIES they tell. the ISSUE has still not being addressed. To AVOID double billing I requested changing monthly deductions to the 15th of the month!!! I called 3 times, to no avail. I can no longer take time away from working to call repeatedly & get absolutely no where

Regards,

*****************************
Initial Complaint
Date:03/01/2023
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.
I have been a customer of ********************** (AWS) for 3 years....I renewed my contract with them for one year and paid $118.68 for coverage to end 2/20/2024. American Water Resources has cashed my check weeks ago but I still have not received anything in writing from them to substantiate my payment and coverage. Last week I received mail from them saying I was not covered. I called AWS on 2/28/23 and spoke with ******....I told him I want confirmation of my payment and terms of contract agreement to cover any repairs which I paid for. After giving him my email over 10 times, he assured me he would email me the info. I did not receive it. I called AWS today 3/1/23 and spoke with ********...I explained again the reason I was calling...she said it would take 24 hrs to send an email! This is ridiculous....she said she sent it! I did NOT receive her email either. I asked to speak to her supervisor and was informed I'd have to wait...after being put on hold a few times no one came to speak to me. I hung up and dialed AWS again and this time I got ****** again! I asked him where the email was...all he did was to keep apologizing and would resend...I did NOT get this email either. I asked both ****** and ******** for the name of the President and/or CEO of AWS so I could let them know of the incompetence they are providing to paying customers. AWS had NO problem in sending me many "Renewal" notices months before my current agreement was up. I am so frustrated in their lack of customer service and what is due the customer. I will NOT renew with them next year for sure. All I want is confirmation in writing of my contract terms and receipt of payment by them. thank you!
Business Response
Date: 03/09/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2023, correspondence regarding the complaint filed by ******************************************

*************************** is enrolled AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). ************** has requested a copy of her contract renewal which she did not receive in the mail. We are currently working with the department who handles those issues because the option is not available to resend it automatically in our system. We will continue to work with ************** until her contract is received. 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: 03/10/2023

Complaint: 19522390

I am rejecting this response because:
I was contacted by someone from AWS the other day re the complaint...she said she would make sure to email me the contract as well as putting a hard copy in the mail.....to date, I still do NOT have either via email or mail. She called a day or so ago and left a msg she had just resent the email and to return her call to let her know I rec'd it. I was out when she called. I did return her call the next day and all I got was a recording saying not available and that you cannot leave a message. I called her several times a day and got the same response. I tried to get the operator and the message was the same....Mailbox full, cannot leave a message. I dialed the main number for AWS and spoke with another person explaining why I was calling.....I asked if she could connect me with "***" as that is the women who called my the other day. she said she cannot. After giving all the info again to her, all she could do was say she will send an email! I truly got irate as this is what I've been told from so many AWS employees. The way this company operates is unbelievable. If they switched to a new system, they need to look into it as it clearly is not working! In the past I always received my contract in the mail. This is all I want, my contract that I am covered w/terms and conditions. I have spent so many wasted hours dealing with this company. I am wondering if the *************. is aware of this incompetence and god forbid if there is a need for the service, how that would go. If you can resolve this issue, thank you.

Regards,

***************************
Business Response
Date: 03/17/2023
American Water Resources (AWR)appreciates the opportunity to respond to your February 13, 2023,correspondence regarding the complaint filed by ******************************************

*************************** is enrolled AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). ************** has requested a copy of her contract renewal which she did not receive in the mail. We are currently working with the department who handles those issues because the option is not available to resend it automatically in our system. We will continue to work with ************** until her contract is received. 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: 03/18/2023

Complaint: 19522390

I am rejecting this response because: The business response on 3/17/23 is the same identical response they sent on 3/9/23. I rec'd a call from "***" on 3/16 asking if I rec'd my email copy of the contract/receipt of payment. I told her NO...I also did NOT receive it in the mail as promised. She said she would resend a message to the "system" responsible to send out this information. I find it doubtful it takes over a month to send an email (since my original call to them) or put a copy in the physical mail. I wonder what kind of company this is that cannot even give the paying customer a copy of what they paid for! No, I am not satisfied with this "generic" response at all. I do not know what else to do at this point. So frustrated in this entire situation and wonder how many other customers are going thru this as well.

Regards,

***************************
Initial Complaint
Date:03/01/2023
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.
American Water Resources is a scam. I filed a claim 3 months ago. I followed all their guidelines. Because I had sewer issues both inside and outside my home, it was more economical to use the plumber I already had working the inside part to do the entire job. They pre-approved me for reimbursement once I paid to have the repairs done. I paid $23,000 for sewer repairs, maxing out my $10,000 of coverage. AWR was fully aware of this. Then I submitted the invoice showing the money I paid and credit card receipts showing the charges. AWR first claimed they didn't receive them until I sent them 6 different times. Then they claimed they had all the documentation needed and they would issue my refund after 6 weeks. I patiently waited, knowing I cant afford the credit card bills. After 6 weeks, I called and they told me my claim was on hold because they needed info from the contractor. I explained that I was pre-approved for reimbursement and they already talked to the contractor. They assured me rhey would get me taken care of. ******** I've been consistently calling for ove 3 months and been assured over and over they will pay. I have jumped through every hoop they have asked. I purchased the coverage and then, a month later, the unthinkable happened, my entire sewer system clogged. I had the problem evaluated by ************ (including one sent by AWR), got pre-approval to have my contractor do the job (cheaper than their contractor), submitted all the paperwork including estimates, invoices, credit card statements showing the money I paid, and waited the 6 weeks they said it would take to get my reimbursement check. ******** The company has kept me on hold for hours, transferred me to multiple departments, and generally done everything they can to waste my time.
Business Response
Date: 03/08/2023
American Water Resources (AWR) appreciates the opportunity to respond to your March 1 *****, correspondence regarding the complaint filed by ********************************

******************************* is enrolled in AWRs Water and Sewer Line Protection Programs.********************** called to report a sewer line issue. Unfortunately, there was an internal drain line issue, so he was advised to have his contractor make the full repair for internal and external. ********************** was advised he would be reimbursed for the external sewer line issues that are covered under AWR sewer line protection program. ********************** has submitted all invoices and approved for covered repairs. He will receive his check shortly. AWR has spoken with ********************* and advised him of this. 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.
Initial Complaint
Date:02/27/2023
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 11/8/22 I filled out a form sent to me by a company called American Water Resources.I sent them a check for one year of service line protection if my water line would happen to break.i sent them a check [ #**** ] for the sum of $65.88 which they cashed through my bank,MidWestOne Bank in *******,** 52001...I became suspicious when they sent me a bill the first week of February that they wanted a payment due by March.I called them and they wanted my account number and I told them I was never contacted by them and given an account number.They checked my information I gave them with billing and they confirmed that my check was cashed on 11/17/22.The told me they would accelerate my problem and let me know within a week which of course,they didn't.I called them and let them know that I wasn't contacted and had to give them my information all over again.After all that,to my surprise,they hung up on **** called right back and of course I got a different person so I had to start all over again but this time I requested a refund.I was so frustrated at this point that I just wanted to be done with them!This person apologized to me and said that they would talk to their supervisor and put me on hold for a long time.Thankfully they didn't hang up this time probably because I told him to "please don't hang up on me" so he promised he wouldn't.He let me know that they would return my $65.88 to me within 3 days and I said that would me great.Sorry to say but here it is about two and a half weeks later and I haven't gotten my money back.There's no reason for me to call them back because I'll just get jacked around again.I'm almost 74 years old and I don't feel that I should have to go through all this hassle in the twilight of my life.I'd appreciate it so much if you could contact them and convince the to refund my money.This company,in my opinion,can't be trusted! Thank you for your help.I'm hoping that you can...*****************
Business Response
Date: 03/07/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 27 *****, correspondence regarding the complaint filed by ******************

***************** sent in payment to enroll AWRs Water Line Protection Programs. ********* stated his check was cashed by AWR but not applied to his account.Unfortunately, AWR did a system conversion that caused some delays to occur. ********** has requested a full refund and would like to cancel all programs. ********** will be receiving his refund shortly. *** has spoken with ********* and advised him of this. We encourage ********** to reach out with any further questions or concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused ***************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions.Thank you for your time and consideration.
Customer Answer
Date: 03/07/2023
[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,

*****************
Initial Complaint
Date:02/27/2023
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 signed up for this service approximately 1 month ago with auto payments. I received an email last week from them saying they were doing an ACH on 2/21/2023. I immediately called them and told them not to take it out because I did not have enough money in my account to pay this and they would have to withdrawal it on the 4th of each month. They said okay, no problem it would not be taken out of my account until the 4th of March. They took it out anyways and caused a $***** overdraft fee. I called them back again and they said they would take care if it. Well here it is the 27th of February and no refund. I want my money back like they said they would do. They owe me $5.49 plus the ***** overdraft fee. I need this money immediately because I'm on a fixed income with only Disability as my only income.
Business Response
Date: 03/08/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 27, 2023, correspondence regarding the complaint filed by ******************************

***************************** was enrolled in AWRs Water Line Protection Program (WLPP). ************************ contacted AWR in February after receiving an email stating that a debit would come out on February 21, 2023, for his WLPP enrollment. ************************ called in and requested that no money be debited from his account until March 4, 2023. ************************ stated that AWR tried to debit his bank account resulting in his account being over drafted. ************************ was advised to send in proof of the overdraft charges and has not sent in any documents. We will continue to work with ************************ until this matter is 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.
Initial Complaint
Date:02/26/2023
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.
Received approval to use a plumber of my choice due to forecasted inclement weather and American Water Resource (AWR) not able to provide a plumber for a week. I called in and was told the reimbursement processs was to send the invoice by email. followed the process and did not receive an email receipt so I called in 2 weeks later to confirm it was received. At that time I was told I was given an old email box that was no longer being checked. The follow g has ensued:-resent invoice to correct email address January 2, 2023 -February 3, sent new invoice with corrected address.-February 16 received call from ***************** Plumbing to get approval to speak with AWR regarding the work performed. AWR was on the call.-February 16 after the call received an email from AWR requesting plumbing specific information, although they had just spoke with the plumber.-February 26 called AWR for an update on my claim and was disconnected 3 times. Called again and was told I needed to send the plumbing information in from **** have requested calls from supervisors and this has not happened. I believe AWR is doing everything in their power to not reimburse me.
Business Response
Date: 03/06/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 27, 2023, correspondence regarding the complaint filed by **********************

********************* is enrolled in AWRs Water Line, Sewer Line and In Home Protection Programs.************ filed a claim on December 23rd, 2022, for a leaking water line. A delay in AWRs contractors schedule caused ************ to hire her own contractor to make the repairs. ************ has sent in an itemized invoice and will be reimbursed for her out of pocket cost in full. AWR has spoken with ************ and encourage 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.Thank you for your time and consideration.

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