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 Inc.

  On File With BBB Lexington, KY 40511

• 

  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 of Minnesota

  2355 Highway 36 W STE 400 Roseville, MN 55113

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:02/24/2023

  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.

  Ive been a customer of America *************************************** for about 2.5 - 3 years. Enrolled in the enhanced water/sewage protection plan. Called on 1/14/23 to reduce/cancel coverage due to the cost of the plan repeatedly increasing to the point its double what I originally paid. Was told they would offer me the new customer price of $14.25 as well as a credit of $5.84 on next bill if I stayed on with the plan. Instead of a credit, they charged me an additional $5.84 in addition to the full price of $19.75. Had to call numerous times to get it corrected and was finally credited the $5.84 to offset the erroneous charge, but was never given the initial credit I was promised. Have called at least 15 times and have been repeatedly told the credit was posted for a total of $11.68 which is not true. *** asked to speak to a supervisor on numerous occasions. Was told on 2 occasions one would call me back. To date, I have not received a phone call. Absolute worst customer service Ive ever had with a company. Agents give conflicting information. I simply want the $5.84 credit I was promised. As calls are reportedly recorded, I am sure my original call on 1/14 at 11:05 AM EST time can be pulled to confirm my conversation with the retention specialist. Have dates and names of agents I spoke with if needed.

  

  Business Response

  Date: 03/02/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 27th, 2023, correspondence regarding the complaint filed by ***********************.
  
  *********************** is enrolled in AWRs Exterior Enhanced Water and Sewer Line Protection Programs (WLPP/SLPP + CER). ************ is stating that there was an additional charge added to her water bill after calling AWR to modify her coverage. In reviewing ************** account, the Exterior Enhanced Water and Sewer Line Protection Program was cancelled on January 13th,2023, and ************ was re-enrolled in the exact same coverage at a cheaper rate. Upon cancellation, there was a prorated charge that generated in the amount of $5.84 in error and has since been credited back to her water bill.************ was informed at that time that it would be a credit added to her water bill, which was inaccurate. We have spoken to ************ to provide her with an update, and we encourage her 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:02/17/2023

  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 am a customer with ********************** (AWR) enrolled in the "Unlimited Water Line and Sewer Line Protection ********* *********** has all my billing information on file to bill when my annual automatic renewal payment is due to be paid. However, I have been having problems with the company as they have confirmed my billing information, yet when it was time to charge my account they did not. I had to be the one contacting the company on many occasions to enquire why they have not process a payment, and had been given the run around. I even took it upon myself to contact my personal bank to find out if the problem was on the bank end, only to be told that a payment was never submitted by AWR. I later receive a letter from the company "welcoming" me to the company as they have process my coverage as a new customer and then made it appeared as I was a delinquent customer who had not made payment on my account, and sent coverage documents to me stating my coverage will begins 30 days from the date they processed my payment. This was not to be the case because I am not a "New Customer" and one of the requirement of the company, when having the policy/coverage, is to have a credit card on file for them to bill and charge automatic payment yearly when the payment is due. I've had to go back and forth with the company over this issue for weeks and it has gotten to be very frustrating. Often times no customer service representative can assist and i have to be transferred from one department to the next, still not able to have the issue addressed in the correct manner.Today 2/17/23, I happened to check my bank account and noticed the company has charged my account for a second payment, first on 2/7/23 and again on 2/15/23, both in the amount of $118.68. I've placed a call to AWR and I was told by the representative that they have submitted a credit of $117.70 to my account. The credit has not yet been posted to my bank account and the amount that I was told will be credited is less than what they charged my account. *********** has some bad business practices and as a consumer and customer I am not satisfied with their ********************. They should not be going into my debit account and charging me twice when I do not owe them any money. And when it is time to renew the program/contract/coverage no one should have this much problem as their billing system obviously has problems and is not being operated efficiently and effectively. I am aware of another customer who has experienced several problems himself with this company. As such, I am filing and reporting a claim on this company for bad and unscrupulous business practices.

  

  Business Response

  Date: 02/24/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 17, 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 has been double billed for the protection programs. AWR has credited ************** account for the double payment. We encourage her to call with any further questions. We will continue to work directly with **************** to resolve this matter.
  
  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: 02/28/2023

  
  Complaint: 19423005
  
  I am rejecting this response because:
  

  The company American Water Resources (AWR) has NOT fully credited me in the exact amount that were billed to my account. A partial credit was applied to my account on 2/22/23 and NOT the EXACT AMOUNT that they initially charged my account. I have spoke with the President via telephone call on 2/24/23 and I was promised that I will see the remaining of the balance be credited to my account. However, as of today's date 2/28/23 the remaining balance has still NOT been credited to my account and because of this I reject the company's response to the Better Business Bureau claiming that I was credited the amount owed.
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/08/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 17, 2023, correspondence regarding the complaint filed by ************************ 
  
  *********************** is currently enrolled in AWRs Water and Sewer Line Protection Programs (WLPP/SLPP). **************** contacted AWR to report that she has been double billed for the protection programs. AWR has credited ************* account for the double payment. 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: 03/13/2023

  
  Complaint: 19423005
  
  I am rejecting this response because: American Water Resources (AWR) has still NOT fully reimbursed or credited my debit account for the full amount that they charged me twice. A partial credit was received and NOT the entire amount due to me. I am still having problems with this company crediting me in full.
  
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/23/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 17, 2023, correspondence regarding the complaint filed by **********;************* 
  
  **********;***********;is currently enrolled in AWRs Water and Sewer Line Protection Programs (WLPP/SLPP). Ms. ***********;contacted AWR to report that she has been double billed for the protection programs. AWR has credited ************** account for the double payment. ************** has received the payment except for 98 cents. The 98 cents have been credited to her account. 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: 03/27/2023

  
  Complaint: 19423005
  
  I am rejecting this response because:
  I still have NOT been credited the full amount that was charged to my account. A one time credit of $117.70 was credited to my account on 2/22/23 and an outstanding balance of ***************************** There has been multiple calls from representatives of the American Water Resources (AWR) company and each time I've reported the credit of 98 cents has still not been credited and/or posted to my bank account, I am being told it's showing in-process on their system. This issue has been going on for over a month now and I need to be fully compensated for the full amount owed to me. The issue is not just about 98 cents, it is the principle and getting this company to rightfully correct their wrong doings.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/12/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 17th , 2023, correspondence regarding the complaint filed by ***********************
  
  *********************** is enrolled in AWRs Unlimited Water Line &Sewer Line Protection Programs. **************** was double charged in the month of February 2023 for $118.68 and a refund request was submitted. Due to system errors customer only received a partial refund in the amount of $117.70 leaving still owed amount of $0.98. Customer has expressed the importance of receiving a refund in the full amount owed and AWR is making every attempt to fix this ongoing system issue. As a temporary fix to the issue AWR is planning to refund credit funds in the form of a check to be mailed to customer. We will continue to make our best effort to have this issue resolved to prevent any farther delays. We will contact **************** with updates concerning her refund and encourage her to contact 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 if you have any additional questions. Thank you for your time and consideration

  Customer Answer

  Date: 04/21/2023

  
  Complaint: 19423005
  
  I am rejecting this response because:
  I still have not been credited in the full amount deducted from my bank account and I have not received a check as the company stated wound be sent. I am still being owed 98 cents and I need my full refund, not any partial amount.
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/28/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 17th , 2023, correspondence regarding the complaint filed by ***********************
  
  *********************** is enrolled in AWRs Unlimited Water Line &Sewer Line Protection Programs. **************** was double charged in the month of February 2023 for $118.68 and a refund request was submitted. Due to system error customer received a refund that was $.98 cents short of the total owed to them. Customer filed a complaint, and a request was sent to refund customer the owed $.98 cents. This request has been processed and refunded to customer card that it was taking from. If customer believes they still have not received this $.98 refund, she is encouraged to contact AWR to discuss. We will review and if the full refund has not been received a new refund request will be issued .We encourage Ms. ***** to contact AWR with and questions of 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:02/15/2023

  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.

  Horrible customer service and extreme lack of professionalism. I submitted a claim for my sewer line that was backing up into the house. On December 26th 2022. Plumber came out and submitted a proposal on the 10 of January 2023. We are now going 4 weeks and haven't heard any updates. I called them 4 times now and keep getting different excuses. I was told by one of the representatives on monday the 13th of February 2023 that the claim was approved and i should hear from the plumbing company within 48 hours. I called tonight on February 15 2023 and the representatives had no clue and said it was still being reviewed. I even called the plumbing company and they haven't heard from american water since they submitted the claim. I cannot even use any water in the house now cause it is just backing up into the basement. They don't care and I keep getting the run around. What a joke of a company. Don't join any of their services they just take your money and run. I pay the monthly fees and also paid the service call fee

  

  Business Response

  Date: 02/23/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 16 ,2023, correspondence regarding the complaint filed by ****************************
  
  *************************** is enrolled in AWRs Water Line and Sewer Line Protection Programs. ********************** filed a claim on May 12, 2022, two days after he became effective in the sewer line program. His line was snaked and jetted out. It was noted the line was cleared. He filed a second claim in December of 2022 for another back up and contractor was dispatched to assess. His line was snaked, a camera inspection was completed, and it was determined the customer needs the line fully replaced. Due to the condition of the line this is being considered a pre-existing condition. AWR has spoken with ********************** and encourage him 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:02/15/2023

  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 your about December 1, 2021, American water resources took money from my charge card without my approval December 2022 American water resources took out $101.88 from my charge card without my authorization. I called my bank, which is **** of America and told them immediately when I got my Statement that I did not authorize $101.88 to go to American water resources. The woman that I spoke to informed me that American water resources had gone into my account the year before which would be 2021 without my authorization . I was told by the bank this was fraud. They immediately told me to cut up my card and throw it away. They would send me a new card which I did. I then called American water resources and told them the story that I had not given authorization, they were very rude and said finally after several phone calls, they would cancel the program and my money would go back into my charge card. They havent done it. Every time I call I get an excuse the bank didnt give us some money in the first place or we put the money in there. We dont know what the bank did with the money. I received an email that my program was canceled so when I received that email I called again and I was told that the money would be going into the bank on 31 December today is February 15, 2023. Im tired of calling American water resources as well as **** of America about this situation. This company is a scam. It should be dealt with and shut down. Theyre taking money from hard earned people who work hard for their money I would appreciate any help that you could give me please do not give them a good rating. Dont let anybody else go through this nightmare. I do have bank statements where the money was taken out of my account as well as the email however, I feel that at this time it is not safe to copy and send it with this complaint. I would appreciate if someone would contact me so that I feel if I do send this information is going into a safe persons hands. Thank you.

  

  Business Response

  Date: 02/20/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 16th, 2023, correspondence regarding the complaint filed by *****************.
  
  ***************** is enrolled in AWRs Sewer Line Protection Programs (SLPP). ************** is stating that she never authorized AWR to auto draft her account for the Exterior Water Line Protection Program (****). In reviewing ************** account, the Exterior Water Line Protection Program was set to renew on November 30th,2022 and set to auto draft annually. ************** did not agree to authorize AWR to draft the annual fee from her bank account and requested to cancel immediately. Per ************** request, the **** was cancelled effective December 14th, 2022, and since she disputed the charge with her bank, AWR does not owe a refund at this time. We confirmed as of December 13th, 2022, her financial institution reversed the charge of $101.88. We have attempted to reach ************** to provide her with an update but have been unsuccessful, and 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:02/13/2023

  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 August 22, 2022, I enrolled in two annual protection plans with American Resource of ******, water and sewer line for $***** and in-home for $*****. On the same day I called back and cancelled both yearly plans and substituted the monthly plans, **** and ****. I was assured the monthly bills were to be cancelled.When I got my September-October credit card statement, there were four charges from American Resources, the monthly and weekly. I called the company on September 21 and spoke to a supervisor named *** and was told she would refund $***** the following month, and another supervisor would refund ***** a month later.My October statement showed a refund of *****, and charges of **** and **** for the monthly service. To this date I have not received $***** refund. Since November, 2022, I have called the company at least seven times and I have talked to customer service representatives, including two supervisors, who assured me my refund would be credited timely. Each time I called I was told it would take four or five days, and I should check back. Each time I called back they said it had to go to priority and that set it back. My last call was on December 17, 2022, I talked to *******, and was told the billing department sent me an email on 12/6/22 re my refund. I waited a while and then called on January 21, 2023, same answer, it would take four or five days to process. I might add, they have several different telephone numbers.In the service line repair information letter I received from American Resource of ****** the statement of terms and conditions says "if you decide you no longer want the program, you have 30 days from your enrollment date to cancel and get a full refund." I sent an email on January 28, 2023, to ***************************** similar to this complaint, but have not heard from him within 10 business days.

  

  Business Response

  Date: 02/22/2023

  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, Sewer Line,and In Home Plumbing Programs (WLPP, SLPP, IHPP). ********************* enrolled paying yearly for the protection, but later called to cancel and re-enroll paying monthly. ********************* was still charged for both the yearly and monthly enrollments in error. She was refunded $59.88 for the In-Home Plumbing but is still pending the refund for $65.88 for the Water Line and Sewer Line Protection Programs.  We will continue to work with the ********************* until her refund 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: 02/22/2023

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

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19398328
  
  I am rejecting this response because:
  

  On February 16 I received a voice message on my phone from a   (sic) ********************************) , saying she was  calling re my refund, and was sorry.  She said she would get into it and get back to me.  I returned the phone call but was unable to even get an extension or a live person to talk to.

   

  February 20 or 21 I  received a phone call from a ******** and when I answered it was ****.  She said she was working on the refund, it should be a f ew days, and she would call me by the end of the week.  To this date I have not heard from her.

   

  This morning I tried to return that phone call and got to talk to a male who said it would take five days.  That has been the information I was given since September when I called re the refund.

   

  Thank you for your help.

   

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

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

   

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

  Customer Answer

  Date: 03/03/2023

  [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.

  From: ************************* <**********************>
  Sent: Thursday, March 2, 2023 9:00 PM
  To: ******************************* <************************************************>
  Subject: Re: BBB Complaint

   

  Hello, ****,

   

                  Regarding my complaint against American Water Resources, please be advised that on February 28 a refund in the amount of $5.49 and $60.39 were credited to my credit card.

   

                  I would like to extend my thanks to you and everyone else working with Better Business Bureau, and greatly appreciate the help and courtesy extended me in resolving the problem.

   

                  Very sincerely yours.

   

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

   

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

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I paid $114 for insurance. Evidentially I could combine my insurances and they charge $197.88 on my charge card and they were to refund me $114.00. This happened the first week of December and they said it has been okayed. I called them about it and nothing every shows up.

  

  Business Response

  Date: 02/22/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 13th, 2023, correspondence regarding the complaint filed by ****************************
  
  *************************** is enrolled in AWRs Water, Sewer, and In-home Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, AWR confirmed that customer made an annual payment for the enrollment of the Water and Sewer Line Protection Program (WLPP/SLPP). ******************** called AWR on November 14th, 2022, to cancel that enrollment and re-enroll in the triple, at that time she paid the annual amount. ******************** was advised she would receive the full refund for the combo. Unfortunately, she has not received her refund. We have spoken to ******************** to provide her with an update and apologized for the inconvenience. 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 with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 03/03/2023

  [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:02/12/2023

  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 a in home plumbing warranty plan with american water resource (awr). in dec 2022 i had a water pipe burst under my home. i called for about 2 weeks and awr didnt have a contractor available to repair the pipe, and i was told to have repairs done and awr would reimburse me. i had repairs made to pipe to stop water from running and now awr doesnt want to reimburse me. i provided the invoice as requested by awr. i spoke with awr several times during the past 2 months confirming what i need to submit for reimburse and was never told i needed pictures until 2 months later. now it would be another charge to me to have plumber come back to take pictures. This detail should have been told to me from the start. customers purchase these warranty plans but the companies always find ways not to honor their terms of the plan. i have had this plan since 2014 this is the 2nd request for service where awr had problems providing a contractor. i had a request for contractor for a clogged drain, it took over 2 weeks for awr to provide a contractor to repair it. it appears awr is selling policies but doesnt have enough contractors to provide the services, since my premium to paid every month. the cost of repair for the busted pipes was only ****** which is a fair repair price. i purchase this plan to have assurance, coverage, and peace of mind during emergencies, however awr is not providing the services promise. i would just like to be reimburse for the repairs.

  

  Business Response

  Date: 02/21/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2023, correspondence regarding the complaint filed by ******************** 
  
  ******************* was enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). ************** contacted AWR on December 29, 2022,to report a water line leak. There was a delay in contractor allocation in which ************** was advised to hire her own contractor. AWR is currently working to reimburse Ms. **********;for the cost she paid to have her water line repaired. We are currently processing her request and we ask that ************* allow more time to process the reimbursement. We will continue to work directly with ************** to resolve this matter.
  
  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:02/11/2023

  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.

  The American Water *************** went into my bank account twice and will not refund my money. I authorized one payment on 9/28/22 of ****** and I paid in full. I never authorized the company to come in again for ****** on 12/28/22. This mean I paid twice. I called many times and the company billing department refuse to give my money back. I even have a confirmation number when I paid in full. I have called them many times and left complaints but they have not sent my money yet. I asked them to send it to my bank as where they too it out. They have been very rude. I emailed the vice president of the company and someone called me back but I believe they were infiltrating that high office. Could it be fraud going on.

  

  Business Response

  Date: 02/20/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 11 *****, correspondence regarding the complaint filed by ******************************
  
  ***************************** is enrolled in the Water Line and Sewer Line Protection Programs. Mrs. ****** contacted AWR on 12-29-22 to report her account was double billed on December 28th, 2022, after she previously paid for her annual enrollment on September 28th, 2022. *** has discovered the second billing and is issuing her a refund for the second payment received in December. AWR has reached out to discuss with ******* and encourages her to reach out with any ***************.
  
  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: 02/24/2023

  [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.

  From: ******* <*********************>
  Sent: Friday, February 24, 2023 2:31 PM
  To: ************************************************
  Subject: ****************** No ******** has been resolved

   

  Dear ****, complaint No. ******** has been resolved. My money was paid. Also I want to thank you and BBB for helping me. 

   

  Sincerely, *****************************

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

• Initial Complaint

  Date:02/10/2023

  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.

  In 2021, I submitted a claim for the sewer/water line program that I was enrolled in because we experienced a sewer backup into the house. The company sent out a contracting company called ******************. The company replaced the curb trap and the claim was closed although I was still experiencing issues. An employee at Transcend offered to hydrojet my line for $500 without knowing what the additional problem was. I declined but felt uncomfortable with the proposal being that they were sent by AWR and I was covered by warranty. I experienced a backup into the house again. The curb trap was backpitched. Transcend showed up to complete the work but set the trap incorrectly again. We still continued to experience water backups and in December 2022, we notified AWR after paying for a video inspection ourselves from another plumbing company. The company was able to find that the curb trap is set too high and that our swear line has holes in it from the curb to the foundation of the property. We gave AWR these details and they sent out City Plumbing to take care of the backup. When City Plumbing first came, the line was clear so they offered to bring a camera during the next visit. AWR closed our claim although nothing was resolved. They sent City Plumbing out a second time with a camera. They found that the curb trap was too high and it's backpitched. Transcend completed the job incorrectly twice and it still isn't fixed. Now, AWR is saying that we have to fix the issue ourselves although the company that they sent completed it incorrectly. Although this is the same issue, AWR has opened about six new claims and representatives are unaware of the details when we call. When we ask to speak to supervisors, they hang up the phone or tell us that someone will reach out to us. They never do. Our current claim number is #CLM3175353.

  

  Business Response

  Date: 02/20/2023

  American Water Resources (AWR)appreciates the opportunity to respond to your February 13th, 2023,correspondence regarding the complaint filed by ***********************************
  
  ********************************** is currently enrolled in AWRs Water Line, Sewer Line,and In-Home Plumbing Line Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, ********************* initially contacted AWR to file a claim on January 7th, 2022, and AWR sent a licensed contractor to her home to complete the repair. ********************* contacted AWR several times over the course of 11 months to report consistent backups on the main sewer line and each time we sent a licensed contractor to her home to address the matter. It was later confirmed that the initial contractor that was sent to the home, installed a section of the pipe incorrectly and that was the cause of the consistent backups. 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.

   

  Customer Answer

  Date: 02/28/2023

  
  Complaint: 19383567
  
  I am rejecting this response because: I have been in consistent contact with AWR but they have failed to address or resolve the issue. Since filing the complaint, we were contacted by a representative of the company but they have been unable to fix our plumbing issues that have been incorrectly placed by their contractor. They stated that they cannot get in contact with them and are having issues getting responses from their own employees. This company is poorly run and we plan to pursue legal action to receive either proper services or compensation. 

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

  

  Business Response

  Date: 03/07/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your March 2, 2023, correspondence regarding the rejection filed by **********************************.
  
  ***************************-Dessus is currently enrolled in AWRs Water Line, Sewer Line, and In-Home Plumbing Line Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, ********************* will continue to reject her response until the repair has been completed. We have spoken with ********************* to provide her with all updates regarding this repair. The customer has been provided an update to confirm when the repair will be scheduled and completed. AWR would like to apologize for the delay and inconvenience in resolving this matter in a timely manner. ******************** has been advised to contact the representative working this matter directly with any additional questions or concerns she may have.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***************************-Dessus 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:02/10/2023

  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 business is a scam I purchased the outside swer line protection and in-house plumber protection I file a claim and was told they did not have a contractor in my area to perform the work and for me to hire my own contractor to perform the work so I done that then I was told to submit receipt for reimbursement to this email address which I done in December I can not speak to nobody in the reimbursement department I dont have an numbers or any communication with the reimbursement department I only can only speak to someone at making a claim department but nobody on the reimbursement team I think that team do not exit I mail my cerfiy mail but its just setting in there mail box please help these people are scam I would like to be reimburse for work was performed by my contractor that I hire I paid Im requesting reimburse from the insurance company for the amount I paid the contractor

  

  Business Response

  Date: 02/16/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 10 *****, correspondence regarding the complaint filed by *****************************  
  
  ***************************** is enrolled in AWRs Enhanced In-Home Protection Program (EIHP). ******************** filed a in home claim. Unfortunately,AWR could not locate a contractor in a timely manner and ******************** was approved to hire a private contractor for repair and submit the invoice to AWR for reimbursement. AWR has received the invoice and approved the reimbursement.This process can take anywhere between 6-8 weeks in which the reimbursement will be sent via check to the customer. We have advised ******************** of the reimbursement process. We also encourage him to contact us with any 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 with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 02/21/2023

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