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

1,181 total complaints in the last 3 years.
417 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/19/2022
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.
AW RESOURCES PROVIDED NE WITH A CUSTOMER # ******************** I pay monthly installments. For the past several months Ive been trying to file a claim for a repair of an outside electrical outlet and I have been given the run around. This company is unprofessional and so are all the customer service representative. I never get an answer as to what is the claim # for my repair request nor do they ever send someone to repair. They take my money monthly and I would like the services I have been paying for several years now. Their system is not up to date and its always like pulling teeth for them to pull up my account to just be hung up on with no return call. I need answers please.
Business Response
Date: 12/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 20th, 2022, correspondence regarding the complaint filed by ************************************

********************** is enrolled in AWRs In-Home Protection Program (IHPP). ********************** contacted AWR to report a non-working outlet outside the home. Contractor was assigned but customer was not contacted to schedule leading to escalation. A local contractor was called and verbally agreed to assist the customer after the Christmas holiday. ********************* was notified and accepted these terms. AWR will follow up with customer in coming days to confirm results. We encourage ********************** to reach out to AWR for all 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
Initial Complaint
Date:12/18/2022
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 got in touch with American Water Resources back in in the end of July 2022. I signed up for three porgrams: the sewer line, in home plumbing plus, and the water line. When I called for a plumber in August, the agent told me that the In Home Plumbing Plus program was no longer offered in my area. That was the one I was most interested in, so I canceled all three programs. I asked about my refund, and the agent told me that they didnt take any money out my account. I later checked my account and realized that was a lie. They had taken money from me for all three programs. I called back and said I need a refund. They told me that would issue a refund to me. I emphasized that I didnt want anything to do with their services, and they said they would unenroll me and I would receive a refund. I only got a refund for the In Home Plumbing Plus program in the amount $117.49. When I called back and asked where is the rest of the money, they said that it would take 30 days for me to receive the rest of the refund
Business Response
Date: 12/27/2022
American Water Resources (AWR)appreciates the opportunity to respond to your December 19th, 2022,correspondence regarding the complaint filed by ************************

*********************** was enrolled in AWRs Water Line, Sewer Line, and In-Home Plumbing Plus Protection Program (WLPP/SLPP/****). Upon receiving the above referenced matter, ************** called AWR to file a claim on July 26th,2022, and the claim was denied due to AWR not offering the **** to ************* residents. ************** requested to cancel all programs due to the claim being denied, and AWR cancelled all active programs on the account. There was a delay in processing the additional refunds owed but has since been corrected. We have attempted to contact ************** to provide her with the update but have been unsuccessful in speaking directly with her. We encourage ************** to call AWR with any further questions or concerns she may have.
AWR takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.
Initial Complaint
Date:12/16/2022
Type:Order 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 called AWR Sewer line insurance on Dec 5 to report sewage overflowing in my yard/ request service. AWR sent a plumber (******************) on Dec 5. As of Dec 16, I have called repeatedly. Today I was told 3 to 5 more business days before the estimate submitted by the plumber would be reviewed. I pay monthly fees ($19), and then on Dec 5, I paid a $50 service fee to initiate the claim. I don't have use of toilets, showers in my house unless I want sewage overflowing 6 feet from my front door. The company has made fruitless claims about escalation of the problem. It appears that there is not a time limit on review for a claim. Is there any recourse thorough BBB?
Business Response
Date: 12/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 16, 2022, correspondence regarding the complaint filed by *********************************.

********************************* is enrolled in AWRs Unlimited Water and Sewer Line Protection Programs (WLPP/SLPP). ********************** filed a claim for a backup on the main sewer line. A licensed contractor was dispatched out to investigate in which they found a repair would be needed. Our contractor submitted a proposal for this repair and it has been approved. This repair is currently scheduled for this week. We encourage her 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.
Customer Answer
Date: 01/04/2023
[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, January 3, 2023 8:30 PM
To: Better Business Bureau <**************************************************>
Subject: RE: You have a new message from the BBB of ********** in regards to your complaint #********.

My apologies for not responding. The business contacted me after BBB contacted AWR. They have repaired the sewer line under the insurance and I appreciate the BBB intervention. Complaint fully resolved with business.

Thank you,

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

Sent from Mail for Windows

Regards,

*********************************
Initial Complaint
Date:12/12/2022
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.
-Around 11/26/2022 a plumber was promised to us to serve opening H323833***83430383335H line -That plumbing service no longer works with H32393535***234373930H H3630***13630***434H Resources -New plumber assigned, came 11-29-2022 and snaked our line and proposed additional outside sewer line repair -Conflicting dates given between contractor and H3630***13630***434H Resources on when the proposal was received by H***23932363035363038H -Message that H***23932363035363038H is going to evaluate plumbing proposal as soon as possible has been given for one week -claim # ***-9240
Business Response
Date: 12/21/2022
American Water Resources (AWR)appreciates the opportunity to respond to your December 13th, 2022,correspondence regarding the complaint filed by *****************************************

**************************************** is currently enrolled in AWRs Water Line, Sewer Line,and In-Home Plumbing Line Protection Program (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, ********************************* called AWR to file a claim on November 26th,2022, and there was a delay in contractor allocation which caused a hindrance in the repair being completed. AWR has since located a contractor and the repair has been completed. We have spoken to ******************************** to provide her with the update, and she confirmed the repair was completed on December 14th, 2022. We encourage her to call AWR with any further questions or concerns she may have.
AWR takes all consumer concerns seriously and we regret that this issue caused **************************************** to file a complaint with your office.We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.
Initial Complaint
Date:12/12/2022
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.
Hi, I paid American Water Resources a monthly fee on my DEP water bill in case we have an issue with our sewer line, from our home to the city sewer lines on the street. The photo they send in the mail begging customers to sign up, very clearly shows that they cover from the home to the city's lines on the street. On October 25 2022 I had a sewer back up which gave me lots and lots of damage. They sent a plumber to clean the sewer pipes, he ran a camera down and said there's a belly in the lines approximately 19 feet out. They let us know its not covered with their service. Well yesterday December 11 2022 we had another sewer back up. We called AWR, they said they canceled our plan until we fix the belly. They tricked us into getting their coverage which covers nothing but a sewer cleaning. Which is cheaper to pay a plumber then to pay the. For coverage that covers nothing. I want them to pay to repair the belly. They are responsible since we paid them for service. Thank you
Business Response
Date: 12/20/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 13, 2022, correspondence regarding the complaint filed by ********************************

******************************* was enrolled in AWRs Water and Sewer Line Protection Program (WLPP & SLPP). ********************** contacted AWR on October 25, 2022, to report a bad sewer back up. A licensed contractor was dispatched,and the line was cleared and then camera. The camera inspection showed that there is a belly on the line from approximately 19-25. Per AWRs Terms and Conditions, AWR will not repair anything caused by improper design or installation of Your Water Line or Sewer Line (e.g., bellied lines,back-pitched lines). ********************** has been informed of this denial per terms and conditions. We encourage ********************** 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: 12/20/2022

Complaint: 18560856

I am rejecting this response because:
What are they good for if not for issues that arise with my sewer line??
My sewer had no issues and suddenly there's a belly they won't cover. It must have happened recently as I keep having issues as of late.

Regards,

*******************************
Business Response
Date: 12/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 13, 2022, correspondence regarding the complaint filed by ********************************

******************************* was enrolled in AWRs Water and Sewer Line Protection Program (WLPP & SLPP). ********************** contacted AWR on October 25, 2022, to report a bad sewer back up. A licensed contractor was dispatched,and the line was cleared and then camera. The camera inspection showed that there is a belly on the line from approximately 19-25. Per AWRs Terms and Conditions AWR will pay to repair breaks, clogs or blockages. Unfortunately, AWR will not repair anything caused by improper design or installation of Your Water Line or Sewer Line (e.g., bellied lines, back-pitched lines). We encourage ********************** 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.
Initial Complaint
Date:12/09/2022
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.
Called *** for a claim on my faucets and toilet having low pressure. Which evolved into the faucets not working properly. *** dispatched out a plumber. The kitchen and downstairs faucets were functional in the beginning, 20 minutes passed by and I came back to check in and the faucets were being looked at. The plumber first said he couldn't open the faucet because it required a special tool, that he didn't have, he went to his truck and brought a wrench and a plier in (not bringing any tools from the start, in hindsight, was the first flag), I looked at the bottom of the faucet and found the "special tool" (in hindsight the second flag since he didn't even look fully at the line and 20 minutes had passed by), I had to step away to get back to work and I checked in 15 minutes later and there was a puddle of water on the floor under the sink, I grabbed an empty trash can and put it under (in hindsight, Flag 3 that he just didn't seem to care about the leaking water). He asked me where the water shut off was outside, I showed him, he opened the access, and said everything is new there, and then closed it up and went back inside. He returned 15 minutes later and reconnected the hoses that had leaked all over earlier. He said there's isn't much he can do, he will have to come a second time. He said he will call *** because the faucets arent covered, I said they were (confirmed by the *** rep), and he will be back inside again shortly. I walked over to the bathroom and saw the faucet wasnt operable. It rotates in circles, and bends the water pipe under the sink which is going to break and cause more damage. The kitchen faucet doesnt stand correctly. The plumber abruptly left and was a no show for 2nd appointment. *** has a guarantee they will fix the issues if they were made by their contractors. I contacted *** several times and have been told there isn't anything they would do until the pipe breaks.
Business Response
Date: 12/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 12th, 2022, correspondence regarding the complaint filed by **********************

********************* is currently enrolled in AWRs Water Line, Sewer Line, and In-Home Plumbing Plus Line Protection Program (WLPP/SLPP/EIHP). Upon receiving the above referenced matter, ************** called AWR to file a claim on December 6th,2022,to report an inoperable faucet in one of the bathrooms at his home. Upon the completed investigation of the matter, the bathroom sink was not fully tightened. AWR sent the contractor back to ************** home to tighten the bathroom faucet, and ************** was satisfied with the resolution provided by AWR. We have reached out to ************** to provide him with an update regarding this matter and he confirmed he had no further concerns. We encourage ************* to call with any further questions or concerns he may have regarding 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: 12/15/2022
[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:12/08/2022
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.
Claim #******* My sewer line backed up in the afternoon of Sunday November 13th 2022. I waited until Monday morning November 14th and phoned AWR first thing in the morning for service to unclog the sewer line. They gave me the name of ***************** would come and unclog the line. Nobody came . We tried to phone ***************** several times but all we got was voice mail. We left several messages, but nobody returned our call. By late Monday afternoon we had to call in another plumbing company (***********) to unplug the drains. AWR had already charged us a $50 service call charge with no service. By November 18th still nobody had come to unplug our sewer line. I was on the phone with them for over 40 minutes trying to get the $50 reimbursed and my policy with them cancelled and my money returned. I had paid them $108.00 on July 26th 2022 for a years premium. They told me that I had voided the contract as I had called in another contractor. Turned out we had a cracked sewer line and all of the plumbing line had to be replaced which we should have had $4000 coverage with them. Incidentally, the telephone assistants were VERY difficult to understand, it sounded like they were answering the phone in ***** or ********. The service was very substandard.
Business Response
Date: 12/20/2022
American Water Resources (AWR)appreciates the opportunity to respond to your December 8th, 2022,correspondence regarding the complaint filed by *************************.
************************* is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP and SLPP).************************* contacted AWR to report the sewer line was clogged and wastewater was backing up into the shower. There was a delay in contractor allocation in which **************** hired her own contractor and had the repair done. AWR is currently working to reimburse **************** for the cost she paid to have her sewer line repaired. **************** is in the process of sending in the paid invoices for possible reimbursement. 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: 01/03/2023

Complaint: ********

I am rejecting this response because:

From: ************************* <*****************>
Sent: Tuesday, January 3, 2023 2:47 PM
To: **************************************************
Subject: Complaint #********

Re your email regarding closing this complaint. This complaint has NOT been resolved yet. Due to holiday closures and family obligations the paperwork was only sent to American Water Resources 12-27-22, so I am waiting for their reply and determination.

Sincerely

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

Sent from Mail for Windows

Regards,

*************************
Business Response
Date: 01/10/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 12, 2022, correspondence regarding the complaint filed by **************************

************************* is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP and SLPP). **************** contacted AWR to report the sewer line was clogged and wastewater was backing up into the shower. There was a delay in contractor allocation in which **************** hired her own contractor and had the repair done. AWR is working to reimburse **************** for the cost she paid to have her sewer line repaired. **************** has sent in her paid invoices for her review. 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: 01/19/2023

Complaint: 18540184

I am rejecting this response because: I forwarded all the relative invoices and check copies to AWR 12-27-22 by registered mail. I have received the mail receipt back, so I know that they have the paperwork requested from me. It has been more than a week now that ******* from AWR phoned me to tell me that we would be receiving some paperwork from them regarding our claim, but as of this date nothing has been received.

Regards,

*************************
Business Response
Date: 02/01/2023
American Water Resources (AWR) appreciates the opportunity to respond to your December 08, 2022, correspondence regarding the complaint filed by *************************.

************************* is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). **************** contacted AWR to report the sewer line was clogged and wastewater was backing up into her shower. There was a delay in contractor allocation in which **************** hired her own contractor and had the repair completed. AWR is working to reimburse **************** for the cost she paid to have her sewer line repaired. ****************** request has been approved and sent to AP for processing. **************** should receive her reimbursement within the next 4-6 weeks. 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: 02/08/2023
[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.

Regards,

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

We have received a settlement check concerning this complaint and feel that this case is settled and terminated. Thank you very much for your help in this matter.
Initial Complaint
Date:12/06/2022
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.
They failed to refund money on services that was not needed
Business Response
Date: 12/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 6, 2022, correspondence regarding the complaint filed by **************************

************************* was enrolled AWRs Water Line, Sewer Line, and In Home Plumbing Emergency Programs (WLPP, SLPP, IHPP). ****************** filed a sewer line claim on October 2, 2022, for a clogged sewer line. AWR was able to locate a contractor to service the customer the next day, but the customer hired their own contractor to come out for same day service. The customer requested to be reimbursed the $50 service fee since the service was no longer needed. The request was put in by a representative and ****************** will receive his refund in four weeks. We will continue to work ****************** until this issue is resolved. We encourage ****************** to reach out if he has 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.
Customer Answer
Date: 12/15/2022
[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:12/05/2022
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.
I've been having numerous billing issues with American Water Resources relating to extended service plans I have. Their representatives speak very poor ************** cannot get adequate resolutions to my issues. I was just told that I have a $35 balance and they haven't received a payment since July. I know that is totally inaccurate because there are charges from them on my American Express November billing statement. Every time I call someone, I get a different answer. Further, when I ask to speak to a supervisor, they absolutely refuse to transfer me.Really, now, "******" with a thick foreign accent is based in the US and can't answer basic questions about Illinois? Come one.I need a US based supervisor to contact me to resolve these issues. Please do not have a foreign rep call me.
Business Response
Date: 12/13/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 6th, 2022, correspondence regarding the complaint filed by ********************************

******************************* is currently enrolled in AWRs Unlimited Water, Sewer, and In-Home Plumbing Plus Line Protection Program (WLPP/SLPP/EIHP) for one property and Unlimited Water and Sewer Line Protection Program for his other property. Upon receiving the above referenced matter, AWR confirmed coverage for both of Mr. *********** properties. We have reached out to *********************** to provide him with an update regarding this matter and addresses all inquiries and concerns. We encourage ************************ to call with any further questions or concerns he may have regarding 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:12/05/2022
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.
Currently enrolled in a monthly insurance protection plan for my main water line. On October 16, I reported a water leak at my residence that caused 15 thousand dollars in damages. Awr sent out a representative from primary water and sewer and inspected the leak and promised to correct the issue as soon as possible. Two months later, the leak is still active and wasting valuable resources and causing damages. Awr like to sell protection plans that they dont stand behind by partnering with another company as deceiving as them to ultimately refuse to fix the issue eventhough I am currently paying a monthly rate for the protection.
Business Response
Date: 12/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 5, 2022, correspondence regarding the complaint filed by ********************

******************* is enrolled AWRs Water Line Protection Program (WLPP). ************** filed a water line claim on October 13, 2022, for an main water line leak. The contractor sent in a proposal for this repair, but additional information was needed so AWR requested a revised proposal. The revised proposal was resent to AWR and has since been approved. **************** repair has now been completed. We encourage ************** to reach out if he has 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.
Customer Answer
Date: 12/15/2022
[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,

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

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