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

1,180 total complaints in the last 3 years.
418 complaints closed in the last 12 months.

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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:01/06/2023
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 sewer problem water is coming in the houses thru the sewer whenever it rains hard. The insurance for sewer line says they will escavate the area and back fill the ground and seed The ground.
Business Response
Date: 01/13/2023
American Water Resources (AWR) appreciates the opportunity to respond to your January 6, 2023, correspondence regarding the complaint filed by *************************.

************************* is enrolled in AWRs Water Line and Sewer Line Protection Programs. He tried filing a claim for an overflowing drain when he experienced heavy rains.His coverage will repair his main sewer line from the exterior wall of the home going out to the city connection in the street. He is not actively having a backup. In order to have sewer line repair claim he would need to have an active back up or a city issued notice of defect to the main sewer line so a claim can be established for repair. The property and surrounding properties are having similar issues that need to be reported to the city to inspect and see if a defect is present. AWR has spoken with **************** and explained the coverage and how to have a claim established. AWR encourages **************** 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:01/03/2023
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.
File a complaint in December the company has called me 12/15/22 I have yet to receive a refund this been going on since October 2 my complaints no. ******** ,,,, I would not recommend this company to know one all I get is run around for refund of 50 $
Business Response
Date: 01/13/2023
American Water Resources (AWR) appreciates the opportunity to respond to your January 3,2023, correspondence regarding the rejection complaint filed by **************************

************************* was enrolled AWRs Water Line, Sewer Line, and In Home Plumbing Emergency Programs (WLPP, SLPP, IHPP). The request for Mr. ******** refund for the $50 service fee was put in by a representative initially, but now we have asked for the refund to be expedited. 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.
Customer Answer
Date: 01/13/2023

Complaint: 18679557

I am rejecting this response because:

Regards, I try numerous time to call them this has been going since October 2 2022 they give a run around promise dont send my money back

*************************
Business Response
Date: 01/25/2023
American Water Resources (AWR) appreciates the opportunity to respond to your January 23, 2023, correspondence regarding the rejection complaint filed by **************************

************************* was enrolled AWRs Water Line, Sewer Line, and In Home Protection Programs (WLPP, SLPP, IHPP). The request for the refund was received and the check was mailed on October 11, 2022. We have now put in a request to track the check the status before we reissue a new check.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.
Customer Answer
Date: 01/26/2023

Complaint: 18679557

I am rejecting this response because:
Because every one gave me a run around an said no check was issued I have received 1 phone call 12/15/22 said they was sending me a check very sad services would not recommend them to no one
Regards,

*************************
Business Response
Date: 02/08/2023
American Water Resources (AWR) appreciates the opportunity to respond to your February 06, 2023, correspondence regarding the rejection complaint filed by **************************

******************* original check that was mailed on October 11, 2022, has been cancelled and a new check request was sent on January 26,2023. Our accounts payable department will issue the new check within ***** business days. 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.
Customer Answer
Date: 02/08/2023
[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.
It only took 5 months to get a refund thanks to bbb I would of never got it
Regards,

*************************
Initial Complaint
Date:01/03/2023
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.
Sewer drain issue. Service requested. No contact for one week. Canceled service request. Requested refund for service (Was credited to bank account). Canceled all services and yet American Water Resources is still withdrawing money from my bank account.
Business Response
Date: 01/11/2023
American Water Resources (AWR) appreciates the opportunity to respond to your January 3 *****, correspondence regarding the complaint filed by ************************

*********************** was enrolled in AWRs Water Line and Sewer Line Protection Programs. **************** has requested to have his service fee refunded and account cancelled. Unfortunately, AWR was unable to locate a contractor in a timely manner. We have processed the service fee refund and cancelled all programs per his request. **************** will be receiving his refunds shortly via mail. AWR 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: 01/11/2023
[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:12/30/2022
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.
Residential hot water tank insured by American Water Resources (AWR). Hot water tank failed and contacted AWR on September 19, 2022. Provided claim number #CLM731590. Contracted plumber with AWR came out, assessed the problem and sent claim into AWR for approval. Approval was denied because new hot water tank would exceed $1000. I paid $1,300 to have new tank installed. I contacted AWR asking why it was denied they admitted that was an error and they would pay $1000 toward the replacement. So I had to now go through their ********************* and send a note as to what happened and proof I had paid for the plumbing services. I did as requested and have been waiting two months now. Have called three times to learn of the claim status. They did verify receiving the necessary information but that is all they will tell me. The representatives are polite but nothing gets done.The claim number is: CLM731590 Account number is: ******* Please help me get reimbursed for what should have been covered by the insurance policy.Thank you
Business Response
Date: 01/06/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 30, 2022, correspondence regarding the rejection filed by *************************************

************************************* was enrolled in AWR Water Heater Protection Program (WHRP). ****************** contacted AWR to report a water heater issue. AWR dispatched a contractor who provided AWR a proposal. The cost of the repair exceeded the customer protection limit which should have resulted in an overage settlement being offered to the customer for the limit of his WHRP protection, but in error customer was wrongly denied. In an effort to correct this error AWR has emailed ****************** the necessary paperwork to read, sign and return for approval. AWR has attempted to contact customer with instruction and as of today is waiting for customers response. We encourage ***************** to contact AWR with and questions or concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused ************************************* 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:12/29/2022
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 member of American WAter Resources for 2 years. I had one claim. When I reported my issue I had to pay deductible $50 fee. When ******************* person completed the job he wanted another $50 before he left. I notified AWR and they said they would refund the money. When you call them the normal wait time is 20 minutes+. *** contacted them 4 different times and no refund. They just tell you its will be there next week. Today I tried again. Waited 20 minutes. I did talk to someone and he said wait again for 5 minutes..but during that time I was disconnected! I have written to office of the President requesting my $222 annual fee returned plus the $50. I would never recommend this company.
Business Response
Date: 01/06/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 29, 2022, correspondence regarding the rejection filed by ***************************

*************************** was enrolled in AWRs In-Home Protection Program (IHPP). ******************** contacted AWR to report an internal drain line issue. AWR dispatched a contractor to restore service and on completion of the job contractor collected and additional service fee. Customer filed complaint as she had already paid the service fee to the agent when the claim was established. She was satisfied with the experience and requested to have all of her active programs cancelled and cost refunded. AWR has cancelled out ******************* programs and entered request for service fee refund. She will receive the check shortly. 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
Initial Complaint
Date:12/28/2022
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.
Paying for water protection plan through American Water Resources via my water bill since at least 2020. $37 per month. I needed to use the service for a main water line leak this year. Cannot get the problem fixed by this company even though my issue is covered by the terms of the service plan that I pay for. I now have a full main water line leak putting me at threat at Christmas time and freezing conditions of the water company wanting to shut my water service off. This is a problem that I opened a claim for with American water resources back in May of this year 2022. They have put me in a very compromising position and have not honored services for what I am paying for. They have a process that keeps you going in circles every time you call in and you end up getting no where which means the work will never get done. They were aware of this outside water leak issue by the fact that a leak detection That was performed by one of the contractors that they did send originally but they failed to assign a contractor to me to fix this actual leak outside of my home. Now putting me at risk of having no water to my home and with no plan in sight to repair my issue.
Business Response
Date: 01/05/2023

American Water Resources (AWR) appreciates the opportunity to respond to your December 29 *****, correspondence regarding the complaint filed by *****************.

***************** is enrolled in AWRs Water Line, Sewer Line and In Home Protection Programs. She filed a claim on May 10, 2022, for a leaking water line. The line was assessed by a contractor and a leak detection was performed. She had a repair completed on the internal supply lines. A different contractor was dispatched out to give a second opinion regarding the leak outside. However, they could not locate a water leak without digging around the customers yard and that request was denied. The water company verified a second leak, and a new claim was set up. A new contractor was dispatched and the repair was completed at the street curb box on January 4th, 2023. After the repair there is still reported water leaking on the roadway, however it is from a source other than the customers water and not an item AWR can assist with. AWR has spoken with ************ and she has confirmed this repair is complete. AWR encourages ************ to reach out with any further concern.

AWR takes all consumer concerns seriously and we regret that this issue caused by ***************** 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: 01/05/2023

Complaint: 18650951

I am rejecting this response because:

The Response from American Water Resources(AWR), may sound professional and courteous in the attempt to satisfy answering the complaint which was filed however it still does not excuse the fact in which the services and support that they provided or did not provide are in large part lacking in the best interest of the customer. I would like to mention that as the customer we do pay for this service in full understanding of the Terms and Conditions that are involved regarding each parties responsibility and at no point have we as the customer approached this expecting anything beyond AWR's responsibility to uphold their end of that responsibility regarding these terms. AWR also stated in their response to this BBB complaint that the Contractor who was assigned to give a second opinion regarding the leaks in the line in its entirety had been denied. To be specific it was denied by AWR only we as a customer had gotten no response from AWR or the contractor in regards to this second opinion for 2 months. We were left hanging on waiting for the next steps to repair our leaking main water line. I had to call several times getting only front line customer service reps at AWR who would start the whole process over from scratch every time. There were multiple claim numbers that kept getting assigned to this one event. Every attempt to call in for information regarding my claim was frustrating and unsuccessful and consumed a great deal of time making no progress. The reps were many times hard to understand and seemed to be reading almost from a script and would spend more time talking in the scripted manner than handling the issue that the claim was regarding. They would also try to sell me upgrades to additional types of utility coverage that they offer every single time. I already carry 3 of the coverages to make sure I have what I need in the areas of concern to me. I would certainly like to know that I will even receive what is covered, when needed on my claim before it being insisted in every phone call that I should take out additional Electrical line coverage too. AWR is heavy on marketing their service plan yet lacking in the area of follow through for customer service and claims. Very disconnected and taking no accountability to keep a standard of expectations of what the Contractors that have agreements with AWR are expected to consistently do for a customer. There are no clear guidelines or processes in place to ensure that the customer needs are met per the service agreement and met in a timely manner.
I believe that it is important to highlight the details of the fact that there was an initial claim for this issue Originating on May 10, 2022 and the exterior work did not commence until over 7 months later at the point that they were notified that a complaint was filed with the BBB as well as other Agencies such as the PA Atty ******** ****** and AWR was more engaged to communicate and follow trough with getting this matter repaired. Thus taking until January 4th of 2023 to perform the work on the exterior portion on the same line. To be clear the main water line going into the home had both a leak on the outside as well as the inside all within the same line. Information that could be found and referenced in the original findings that AWR has within their records from a Leak Detection Services company that came to inspect the line under one of AWR'S contracted Plumbers. Even the interior portion took several months before AWR successfully assigned a contractor who was able to do the interior repair which had finally taken place at the end of August 2022, The fact of the matter is water continued to leak from our main water line for the duration of the time periods that are stated. I do not believe any customer is expecting that ********************** leaking from pipes for 7 months should be the case of what should be allowed to occur when paying $37 monthly into a Water Line Protection Plan specifically for water emergencies.

A spot repair was made on January 4th ******************************************************************* the to attempt to correct the exterior leak. There is still a significant portion of water coming out of the ground in the vicinity of this water line. A report was filed by us to *********** 811, on January 4th, 2023, the same day that the spot repair was performed by AWRs contractor, to assess this secondary exterior leak location, the exterior was always showing visible signs of water coming from the ground in 2 locations within the same vicinity since the original claim was filed. The source of this remaining leak is still under investigation by all Utility companies assigned by *********** 811 TBD. We will continue to attempt to remain in communication with AWR until a determination is made.
Regards,

**********
Business Response
Date: 01/18/2023
American Water Resources (AWR) appreciates the opportunity to respond to your January 17, 2023, correspondence regarding the complaint filed by *****************.

***************** is enrolled in AWRs Water Line, Sewer Line, and In Home Protection Programs. ************ rejection is not regarding this repair. She has had her line repaired twice. There is currently a new leak that is not cover under AWRs water line protection program. We have given ************ the information on how to reach AWR for future reference. ************ has been advised that she must get this new issue repaired.She is encouraged to send in the paid invoice for any issues that *** she have been covered under AWRs WLPP. We encourage ************ to reach out with any further questions or concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused by ***************** 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: 01/20/2023

Complaint: 18650951

I am rejecting this response because:
I am rejecting the response from American Water Resources (AWR) and responding as follows, in order to keep facts, truth and clarity at the forefront of this complaint, much to the contrary of the responses BBB is receiving from American Water Resources (AWR).

My interest in all of this is not to continue to go back and forth in a verbal contest with American Water Resources (AWR). My interest has and always been to report of the actual facts pertaining to an overall relationship between customer and the business/service provider in this case being myself ************ and American Water Resources (AWR). This relationship has brought forth many so many facets of details that I have had to not only keep in order but also keep moving in a forward and progressive direction for many months. Over the course of these months, it began to seem almost as though I was the only person in the entire relationship doing the necessary work that needed to be performed to make the services that I pay this company for to progress. That is the real issue. Along with the fact that no progress was made with my situation until months later, after my leaks were reported, delayed, neglected and I then filed my reporting with the BBB, the *** and ******** Atty ******** office.

Most of the details, dates and times of the reportings and repairs have already been stated in my previous reply on Thursday January 5th, 2023 and can be referenced there,otherwise I can provide a complete and specific timeline of details if necessary or required for clarification upon request.

It is evidenced in the most recent response from AWR that they are responding with details that are not direct and on point to the customer service concerns within the complaint. The details they are mentioning are focused on a much smaller part of an issue on my property that is still in a fact-finding stage of identifying an issue. Which *** or *** not pertain to them. In fact, at this point it really isnt related to the reported issue that I filed the complaint about even though AWR wants to keep trying to bring this up in order to position themselves from any potential responsibility in the matter and filling space with a lot of words pertaining to this rather than a head on response to explaining why I received the initial treatment I did and what they are going to do to improve their processes to give reassurance as to why myself or anyone should retain services with them. I would like to keep the focus on the fact of the way my reported issues were handled by AWR and the fact that in these responses I am not seeing accountability on their part to show that I am valued as a customer and to give reassurance that myself or others would not have to encounter similar issues going forward.

These responses show that they are running a lot of information together to try to make it look like they have excelled in their obligations as a service provider. For Example: When they stated We have given ************ the information on how to reach AWR for future reference. My response to this is that I have had to make so many numerous phone calls to AWR over the previous months that I hardly think that I need to be told this info. In fact, they are now programed in my phone and it is almost an insult intellectually to give me such a tutorial of information. This is customary to the responses one will expect to receive when dealing with AWR though. I would also like to highlight their comment *********** has been advised that she must get this new issue repaired. My response is by whom am I advised of this? I am at a loss as to what and who they are referring to in stating this.

AWR has also stated She is encouraged to send in the paid invoice for any issues that *** she have been covered under AWRs WLPP. We encourage ************ to reach out with any further questions or concerns. Although they have been unclear in their meaning in communication of this in their response. I am going to assess that this *** be in application to one other issue that I brought up to their Escalations Team during my most recent phone communication with them. That communication was in regards to another smaller claim, for an issue that would be covered under my coverage that I currently hold with AWR. I mentioned to them that I had submitted an invoice via email to an email address that was provided to me from a customer service team member in a previous inquiry in December. The nature of my claim was for an Under sink drain repair leak that I had repaired by a highly reputable local plumber in my area. This type of leak is in fact covered by my coverage I carry with AWR. I made this discovery upon my research of my terms and conditions while in the midst of dealing with this complicated outside repair issue. Once discovered, I was told by one of their customer service members via the chat that they have available on their website that I was able to submit it to the email address that they provided and they would review for reimbursement. I did so, as instructed. I received no confirmation or response from anyone at AWR as to whether it was being reviewed or if it was received or any timeframe of how long something of that nature should take. So after my phone conversation with the Escalations team member I was instructed to submit it to the email that goes to their department so that they could make sure that it gets reviewed. I did receive confirmation that it was received however at this time, I am still waiting for any additional response regarding approval for reimbursement of this covered service.

Please also note this fact that to date the services that I, ************ am enrolled in AWRs Water Line,Sewer Line, and In Home Protection Programs have now increased to a Monthly rate of $39.99 according to the most recent charges stated on my Water Bill.The introductory rates for these protections were much lower at the time of initially obtaining them.

All of the above facts that I have stated are in the attempt to provide feedback of the overall experience of services provided by AWR as a customer of theirs and to hold them to a standard of making sure customers receive reasonable provision and communication of the services that we all understand are being provided through a relationship with AWR.

Regards,

**********
Initial Complaint
Date:12/26/2022
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 09/28/22 I called AW to file a claim based off a NOD (Notice Of Defect) that I received from the ************ Water Company. The lateral in the Street is cracked based off the city's inspection. AW sent out City Plumbing on 09/29/22 who gave incorrect information stating it was the curb trap however the Curb trap was just repaired by ******************* in July 22. I then spoke with the supervisor ****** from AW who stated he was familiar with the problem from a previous inspectionback in 2021 & knew the lateral was cracked but that AW was not going to repair it because it's a $20,000 job. ****** told me he would come out himself on 09/30/22 but he NEVER SHOWED. We've called over 15 times spoke to numerous supervisor they ALL claim they would be out to inspect & repair but as of today 12/26/22 No one has come out. Also on 11/11/22 I spoke to ***** from ****************** who was contracted by AW in July 2021 to REPAIR our Lateral according to Her they informed AW that when they were repairing the lateral they noticed it had several more cracks but AW refused to pay for anymore repairs. They sealed up the street and never came back. I am a disabled Senior who purchased this plan to help me incase of a situation like this. I currently have another shut off notice scheduled for 01/05/23 I NEED Help in getting this resolved. Again I have documented every supervisor name who has promised me they would fix it. But I also keep hearing they're NOT going to pay for it. Since AW had ****************** to "repair" the lateral and according to the City the Lateral is NOT repaired they should send them back out to FIX the problem. Please help. Thank You
Business Response
Date: 01/04/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 27, 2022, correspondence regarding the rejection filed by ***********************

*********************** is enrolled in AWRs Sewer Line Protection Program (SLPP). ************** contacted AWR to file a claim when he received a notice advising him of a crack on the main sewer line connection from the city. Our contractors went out and advised AWR a repair would need to be done. AWR has since re-dispatched a different contractor out for investigation and is currently waiting on the findings from that contractor. We encourage ************** to reach out with any further questions or concerns. We will continue to work 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:12/22/2022
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 am being billed for services but when I called to get a tech sent to my home, American Water resource said that the Water Company cancelled my services. I then had spoek to the water company, they stayed on the line while I talked to AWR to confirm that I was up to date and that in fact the water company owed me money. We were hung up on twice. So I am being charge monthly but not able to access my services.
Business Response
Date: 12/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 27, 2022, correspondence regarding the complaint filed by ***************************.

*************************** is currently not enrolled in any programs with AWR. ******************** was enrolled in AWRs In-Home, Water Line, Sewer Line,and Heating & Cooling Protection Programs. ******************** contacted AWR on December 21, 2022 to report his 2nd floor tub and drains were clogged. ******************** claim was denied due to no active enrollments for cancellation of nonpayment. We have spoken with ******************** and advised him of this. We encourage him to reach out to AWR for all questions and 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:12/21/2022
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.
********** American Water had a problem with the water unit in front my of property that caused my bill to increase or some other unknown issue which caused a $130.00 monthly charge. I spoke with the company and they would not claim responsibility for this, but instead made it seem that I used that much water which was impossible. The company needs to repair the issue that happen in July and but the account back to normal.
Business Response
Date: 12/30/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 16, 2022, correspondence regarding the complaint filed by *********************************

********************************* is not enrolled in any of American Water Resources protection program. Per the complaint filed by him this complaint is in regard to ********** American Water. He is requesting a bill adjustment on his water bill in which AWR does not have the authority to do so. Please redirect this complaint to the correct company. AWR has spoken with ************************ directly regarding this complaint. 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: 12/30/2022
[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:12/20/2022
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.
American Water changed their platform and I can no longer access my account. I need to know how they are billing me, what my account status is and plans available. They are taking withdrawls from my bank account. When I attempt to access my account, the website asks me for a 12-digit account number. I have only had an ******* account number that the system will not accept. I called the phone number ************ which was initially provided to me when I became a customer. That number is invalid. I called ************ which is in service. Each time I call, I speak with a young woman who does not provide her information. I explain the situation to her, she consults her manager, and I am told to send an email with a screen shot of the problem. I have done that and have not had the problem fixed. Also, each time I speak with this young woman, she states she cannot locate my account number but has twice given me two account numbers that are incorrect. The supervisor refuses to speak with me or offer assistance. This is outrageous. Since the company is actively taking withdrawals from my bank account, I should be able to access my account with them. I called this morning and again, the same situation occured. The phone call ended with the company representative disconnecting the call - hanging up.This is extremely poor service and alarming because should I want to stop service with them, I am unable to stop them from withdrawing money from my account.Please help me address this.Please note, I submitted this information to both ********** and ************ Attorney General's Offices.Thank you, *************************
Business Response
Date: 12/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 23,2022, correspondence regarding the complaint filed by *************************.

************************* is currently enrolled in AWRs Water and Sewer Line Program (WLPP/SLPP). ****************** contacted AWR on December 23, 2022 to report she could not access her account. I reached out to ****************** and gave her the new account number and apologized for difficulty she may have encountered during AWRs system upgrade. We encourage ****************** to reach out 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: 01/03/2023

Complaint: 18615463

I am rejecting this response because: I received a phone call from the company. I was unable to response. The caller left a message that contained my username and password for the account. I am unable to access the account that the caller provided. I called the company today at the phone number they provided in their call to me and left a message stating my name, reason for the call, and call-back number. I have not had a response yet.

Regards,

*************************
Business Response
Date: 01/13/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 23,2022, correspondence regarding the complaint filed by **************************

************************* is currently enrolled in AWRs Water and Sewer Line Program (WLPP/SLPP). ****************** contacted AWR on December 23, 2022,to report she could not access her account. AWR is currently working with ****************** to resolve the on-line issue with her new account number and apologized for the difficulty she may have encountered during AWRs system upgrade. We encourage ****************** to reach out 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.

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