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

  5201 Grand Ave Davenport, IA 52807

  
• 

  American Water Resources of Arkansas

  609 SW 8th St STE 600 Bentonville, AR 72712

• 

  American Water Resources, Inc.

  Water Line Protection Program for Homeowners, American Water Resources of Arizona 4523 E. Kings Avenue Phoenix, AZ 85032

• 

  American Water Resources

  4 Research Dr Ste 402 Shelton, CT 06484

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:02/09/2023

  Type:Sales and Advertising 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.

  Was overcharged for water and sewer line coverage as these were not bundled together for a long period of time. Also was billed for a price exceeding what was offered on line. After multiple discussions this was acknowledged and was told there would be restitution. Also despite multiple calls I have not received a letter attesting to my coverage on the bundled plan. Everybody on the phone is very polite and say everything will be taken care of but nothing seems to happen.

  

  Business Response

  Date: 02/15/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 9th, 2023, correspondence regarding the complaint filed by ****************************
  
  *************************** is enrolled in AWRs Water and Sewer Line Protection Programs (WLPP/SLPP). Upon receiving the above referenced matter, AWR confirmed that ***************** was billed separately for both programs. ****************** called AWR to bundle the two programs at a lower price and asked if he could receive an adjustment on his programs. We have spoken to ****************** and provided him with a onetime courtesy for six-month credit on his protection program and apologized for the inconvenience. 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 with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 02/15/2023

  [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:02/08/2023

  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.

  Started 9/18/2022. I changed my water plan which should have resulted in getting a refund of $297.89. I have never received the money. I have called over a dozen times and each employee has said to wait either 3-5 days up to 2 weeks for the money to be credited to the credit card in my account with them. The latest phone call I supposedly talked to a supervisor, ****, who promised me that I would have the money back on my credit card as a credit the next afternoon and that he would email me of this transaction. This was on 2/6/2023. Now 2 days later and I have not heard anything as usual. Everything is documented in my account with them so each conversation I have had with multiple people they have been able to see this problem and the amount of attempts I have made to end this . Please help!

  Customer Answer

  Date: 02/14/2023

  [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: Tuesday, February 14, 2023 10:33 AM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Weve just received the return of funds in full from the company. Thank You again for all your work and help in resolving this situation and its much appreciated. After over 4 months of aggravated trying, you were able to get resolved in two weeks.                           Thank You again, ****** and **************************;

  Sent from my iPad

   

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

• Initial Complaint

  Date:02/06/2023

  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.

  I signed up with AWR for insurance on my water/sewer line. Most recently the monthly deduction is $9.89. AWR deducted the $9.89 twice in one month instead of the agreed once a month deduction. When I contacted their customer service team they denied taking a double deduction in the month of November 2022. They asked me to provide proof which I sent to the twice. As of this date they have not responded the ***** and they continue to deduct from my account without having credited me back for the double deduction. I did not sign up for double deductions and taking more than they (AWR) should have out of my account is unacceptable and will not be tolerated. Again, I sent several emails and they continued to deny taking a double deduction and once I provided the proof they have gone silent. Yet they took another deduction!

  

  Business Response

  Date: 02/15/2023

  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 is currently working with ************** to resolve the issue. 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: 02/15/2023

  
  Complaint: 19344368
  
  I am rejecting this response because:
  
  There has been no resolve to the billing concerns.  I provided AWR the information they requested three (3) times prior to reaching out to your office (BBB) and AGAIN after having contacted your office.  As always, there is never a response after sending proof of the sporadic/inconsistent deductions.  The message AWR sent to your office is a ruse at best.   
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 02/23/2023

  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: 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:
  
  It's unfortunate that AWR refuses to acknowledge the sporadic/inconsistent deductions.  It speaks to characteristics of their company and I will proceed in a manner I deem necessary.  

   

  Ms. *****************************

• Initial Complaint

  Date:02/04/2023

  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.

  My sister, who has dementia, is paying for five American Water Resources warranties by auto deduction from her checking account. She has moved into a nursing home and we have not been able to get the deductions stopped. Another sister, who has a ***, has made numerous phone calls and sent copies of the *** to the email address given her. This has been going on for a week and still no commitment to discontinue withdrawals. Please help!A American Water Resources PH: ************** Fax:************** PO Box ************ email: Awr.customer ******************** ************ ************************************ account# *******

  

  Business Response

  Date: 02/09/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your January 4th, 2023, correspondence regarding the rejected response filed by ****************************
  
  ***************************** was enrolled in AWRs Water, Sewer, In-home and Interior Electrical Line Protection Programs (WLPP/SLPP/IHPP/ELPP). Upon receiving the above referenced matter, AWR has cancelled all programs. We have spoken to ***************** to provide him with an update and apologized for the inconvenience. 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 with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:02/03/2023

  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.

  AWR has had me pay them f0r f0ur years and now they say I have to pay them twice this month I keep trying to talk to someone and they give me the run around on the phone . So now I need help .

  

  Business Response

  Date: 02/09/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 6, 2023, correspondence regarding the complaint filed by *************************.
  
  ************************* is enrolled in AWRs Water Line, Sewer Line,and In-Home Plumbing Line Protection Programs (WLPP/****/IHPP. *************** is stating that she is being billed for programs that she has already paid for. In reviewing *************** account, the Exterior Sewer Line Protection Program was set to renew on February 6,2023 and set to draft monthly. *************** did not agree to authorize AWR to draft the monthly fee from her bank account and requested to cancel effective today. Per *************** request, the **** was cancelled effective today. 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:02/03/2023

  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.

  Back in June 2022 I signed up for water line coverage. In December 2022 wanted sewer coverage also. So they changed me over to the bundle which covers both and is less expensive. In December 2022 I paid the bundle amount for a year so I am due a six month credit of $31.59. Called four times, getting the run around and still no credit. Different answers with every call. Waiting for credit since December 13th 2022.

  

  Business Response

  Date: 02/10/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 6 *****, correspondence regarding the complaint filed by ************************
  
  *********************** is enrolled in AWRs Water Line and Sewer Line Protection Programs. **************** called AWR on December 13, 2022, to add the sewer line protection program. She had previously paid for the water line protection program in June of 2022 for the entire year. When she enrolled in the water and sewer line combo, she paid the annual cost and was not refunded the difference from her previous water line enrollment. AWR has been able to refund the customer the difference between the two enrollments. AWR has spoken with **************** and explained the delay in her refund. AWR appreciates ****************** business and encourage her to reach out with any future 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: 02/10/2023

  [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:02/03/2023

  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've had a Water ************ Line Protection Program with American Water Resources for a few years. In October, I received multiple correspondences from American Water Resources about the Water Line and Sewer Line Protection Program and their Energy Essentials Program. I remitted renewal for the Water and Sewer Line program on the Energy Essentials billing statement on 10/5/22. I received an email email in November telling my Water and Sewer Line Protection was cancelled since I did not renew. On 11/30/22 I contacted American Water Resources at ************ and s/w ***. He shared that I had not renewed the water and sewer line protection but rather enrolled in the Energy Essentials Program. I advised him I made a mistake, didn't want the energy essentials and wanted to renew the Water and sewer line protection. He told me he had cancelled the Energy Essentials and reinstated the Water and Sewer line program but could not take the monies paid ($143.76) for the energy essentials program and move it over to the water and sewer line program. I would need to now pay monthly, via credit card, for the renewal and he would my request for refund to the appropriate ***** I made a f/u call on 12/9 and s/w **** who said that the Energy Essentials Program was not cancelled and he would do that today. I asked to s/w a supervisor since **** shared it would take 30 business days to get the refund. On 12/15 I received a call from a supervisor, I think her name was ********. She said that the refund was sent out and if not received by 1/9/23 to call back. On 1/4/23 I s/w Char to get a status on my refund. She said it was sent out and to call back after 1/9/23 if not received. On 1/9 I s/w ******** she shared that the Energy Essentials agreement was still in effect, contract not cancelled and transferred me to **** who confirmed that no one cancelled. He said he would cancel (which 2 others had already told me they would do and that I would get a refund for $119.73. I explained that I cancelled in November again in December and had actually selected the incorrect program and wanted a full refund . I asked to s/w a supervisor. He shared that she would call me back in 30 mins. Supervisor shared that the holidays set them back with refunds and she would see what she could do about a full refund since her notes indicated I'd initially called on 11/30. On 1/10/23 I s/w Char to see if the energy essentials program was cancelled. She said it looked like it had been and that I was receiving $119.73 because the refund was prorated showing usage for 2 months. I advised her that I notified American Water Resources in November and that it was not my issue that they did not do what they said they had done 3 times...cancel the energy essentials program. She told me to wait 2 weeks to get the refund and she would document my case and push my request on. On 1/30/23 I called again and s/w *****. He said the refund had not yet been processed and would have a supervisor call me back. I did not receive a call back. On 2/3/23 I called again and s/w Fabrie. He said it looked like a refund was in process and it could take up to 30 to 60 business days to process. I asked him to have a supervisor call me back. American Water Resources has had my additional monies for 4 months now always with a different story about the status of my refund. If I am responsible for anything it is 1 months worth of the service since I contacted them on 11/30 about the issue. It is not okay, from my perspective, to be strung along and be given a different version of a story about the refund. It does not take them 30 to 60 business days to cash my check or now to debit my credit card monthly for their service. I appreciate any help you can give me.***********************

  

  Business Response

  Date: 02/09/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 6, 2023, correspondence regarding the complaint filed by ************************
  
  *********************** is currently enrolled in AWRs Water and Sewer Line Protection Program, (WLPP/SLPP).  ****************** contacted AWR on November 30, 2022, to report she sent a check for the Energy Essentials Protection Program and did not want to be enrolled in the program. ****************** stated that she thought that she was renewing her WLPP/SLPP enrollment and that she did not want any other enrollment. We are currently working with ***************** to reimburse her the full enrollment for the Energy Essentials Protection Program. 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.

• Initial Complaint

  Date:02/01/2023

  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.

  They made an agreement with me if I ever replaced my furnace they would give me $1,000 to replace it. A supervisor was supposed to call me a month ago and explain why I was denied. It&#**;s been 3 months. I would like to know why my claim for the $1,000 was denied after I sent the paperwork in. They sent a contractor out and said the furnace could not be fixed. They made an agreement with me to receive $1,000 on a new furnace.

  

  Business Response

  Date: 02/10/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your February 01, 2023, correspondence regarding the complaint filed by ****************************** 
  
  ***************************** is currently enrolled in AWRs ******* Systems Repair Program (HSRP). ******************** contacted AWR September 24, 2022,to report the blower not working and the unit making a loud noise. There was a delay in allocating a contractor in which ******************** hired her own contractor and had the heating system assessed.  The ******* System was not able to be repaired so ******************** had it replaced and submitted his paid invoice for reimbursement. Unfortunately, Mr. ********* reimbursement request was denied because the ******* Systems Repair Protection Program does not cover replacements. We encourage him 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.

• Initial Complaint

  Date:01/31/2023

  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.

  I was charged on 1/9/23 for a service call that I never rec'd - $*****,****** ****** CUS-****************. This was on claim CLM3166926. Service and billing address the same. I spoke with an agent on 1/9/23 about a plumbing issue. He immediatly charged my credit card after He said he would not, Ever since I have spent approx 6-8 hrs calling, chatting and emailing customer service. I have been promised it. The dates I have called - 1/9, 1/12, 1/18, 1/24, 1/31. Their customer service is terrible - world's worst. I would like $ ***** for my refund and another $***** for all of my time and trouble. I have cancelled all of my service with them. Thank you - ****** ****** ************. A very frustrating experience.

  Customer Answer

  Date: 02/03/2023

  [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: Friday, February 3, 2023 12:22 PM
  To: **************************************************
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  Please close out as this has been resolved  with the Company- Thank you ****** ****** ************

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

• Initial Complaint

  Date:01/30/2023

  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 or about January 24, 2023 I called ********** American Water to cancel the Protection Programs (Water line protection and Sewer line protection) attached to my water bill. Right away the service representative I was speaking to said she would transfer my call to another agent as the Water Company did not want me to cancel the protection plans and maybe they could give me a discount. The current charges were $12.80 for Water line and $17.33 for Sewer line. Total = $30.13. When talking to the second agent I was told that I could receive both protection plans for $21.00. However, when I received my most recent bill the totals have increased substantially; from $30.13 to $56.73 (Water line protection = $12.80 + Water line Adjustment = $3.19 + Sewer line protection = $17.33 + Sewer line Adjustment = $0.85 + Water/Sewer Protection = $22.56). So my question is what happened to the $21.00 total as promised??

  

  Business Response

  Date: 02/07/2023

  American Water Resources (AWR) appreciates the opportunity to respond to your January 30 *****, correspondence regarding the complaint filed by ********************************
  
  ******************************* is enrolled in AWRs Water and Sewer Line Protection Programs.****************** contacted AWR on January 12, 2023, to speak about his renewal pricing. He was offered a discounted price and his enrollments were updated to reflect his new enrollment. He was charged for both single protection enrollments that he cancelled and the new combo protection he was offered at the discounter rate. AWR has refunded the over charge of the two single enrollments. This will be reflected as a credit on his next water bill. We encourage **************** 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.