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.

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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:12/05/2022
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.
In September 2022 I received a solicitation through the mail regarding purchasing coverage on my Sewer Line. I tore off the portion of the letter at the bottom and mailed with my check for $65.88 for a years coverage. There was a number printed on the form that I detached. It is **************** or 99880000/6553342. The info stated that the coverage would not become effective for a period of 30 days after receipt of payment. My check for $65.88 cleared my bank on 10/13/2022. As of this date I have received no correspondence from this company. I called the number on their website, ************** and held for over 10 minutes. I then did an online chat a *****. She was unable to find my name, payment, policy or any other information. She said I would need to wait another 20 - 30 days. I told her that they have already had my money for over 45 days and that resolution was unacceptable. I would like the policy that I paid for or a refund of my money. I would prefer a refund.
Business Response
Date: 12/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 5th, 2022, correspondence regarding the complaint filed by ************************

*********************** is currently enrolled in AWRs Sewer Line Protection Program (SLPP). Mr. ****** contacted AWR on December 6th,2022, because his SLPP ********** was not showing effective on his account. Mr.******* ********** has since been processed with no 30-day waiting period. We have reached out to Mr. ****** to provide him with an update regarding this matter and address all his questions and concerns. We encourage Mr. ****** to reach out with any additional 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:12/04/2022
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 pay a monthly warranty service fee to NJAWR, for their ****** electric program, Claim#******. They could not find a local contractor to service the problem. They tried 3 times but could not locate an electrician to fix the electrical problem. NJAWR gave me the option of hiring an electrician myself and pay for the service. They would reimburse the cost to me. I hired an electrician on 9/7/22. ***** confirmed receipt of the invoice (#***) and proof of payment, On 9/16/22. In the ensuing three months, I have inquired as to the status of the reimbursement. The lates inquiry was on 11/3/22; I spoke with **** and then to supervisor *********. They assured me that the reimbursement check should be received by me within the week. Here it is, one month later and I have not heard anything from NJAWR. My question to NJAWR is how long it takes you to pay a contractor, whom you hired, and has completed a job for you? This situation has been marking time for THREE MONTHS, to the time of this correspondence. No company, especially a **************** should be allowed to treat one of its customers with utter disdain. It actually borders on a fraudulent practice! Thank You, *****************.
Business Response
Date: 12/14/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 4, 2022, correspondence regarding the complaint filed by **********************

********************* is enrolled AWRs Water Line, Sewer ************************************************************************** Line,Water Heater, and Heating System Emergency Program (WLPP, SLPP, IHPP, GLPP.ELPP. ****, ****, HSRP). ************ filed an interior electric claim on September 7, 2022, for a non-working outlet. AWR was unable to locate a contractor in a timely manner. ************ was advised to hire his own contractor and submit the paid invoice for a possible reimbursement. ************ has advised AWR that he has submitted the invoice for review, but we are unable to locate it. We have asked ************ to resend the paid invoice. 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: 12/22/2022

Complaint: 18521790

I am rejecting this response because:

Regards,

*********************
Initial Complaint
Date:11/28/2022
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.
This company has been taking money out of account since 2016. Spectrum came out about a line. I called Ameren and a guy checked my meter. He said a k*** was coming loose on my home. If it comes off, I won&#**;t have electric in my home. I have the electric program with H3132**32363035363038H. I called them and he told me they didn&#**;t have any electrical contractors in my area. I asked for them to send me a copy of the contract and reimbursement form. They are supposed to be sending them by mail. They told me to hire a contractor and they would reimburse me according to the contract.
Business Response
Date: 12/06/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 5, 2022, correspondence regarding the complaint filed by ***********************.

*********************** is currently enrolled in AWRs Water, Sewer,and In Home Plus Protection Program, Water Heater Repair and Replacement Protection Program (****), and ***************** Protection Program (****). ************* contacted AWR to report a loose k*** on the weather head. ************** claim was denied per terms and condition, AWR does not cover maintenance.Section 7- 13: AWR does not cover Updating any working portion of Your ***************** Line. 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:11/27/2022
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.
On October 11, 2022 I issued a check to them for a year for repair of water line insurance. I paid for the full year and when I did not receive the contract I called them. At first they told us they could not find any payment. After I showed them that the check was cashed by them with the date being Oct. 20, 2022 they finally acknowledged payment but told us we had to wait another month before we receive the contract and insurance till it hits their system. Why? They have our money over a month and right now we don't need to have our water lines repaired but what if something happens. I think they are a scam company. Please go after them for our money back or to get us the contract.
Business Response
Date: 12/06/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the rejection filed by ***********************************

*********************************** is enrolled in AWRs Water Line Protection Program (WLPP). ****************************** informed AWR that payment was sent with enrollment forms via mail for the water line protection program but was not showing active. AWR investigated and determined ****************************** was correct and his account has since updated to reflect the active protection program. Upon receiving this matter, we have spoken with ****************************** and advised him of the active enrollments. ****************************** is encouraged to contact AWR with any additional 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: 12/06/2022

Complaint: 18468373

I am rejecting this response because: I spoke with them via telephone but they have not sent me a contract yet to show me I am covered. All I have is word of mouth nothing in writing even though they acknowledged they cashed my check almost two months ago. Please tell them I need my contract to prove my coverage. I don't rely on their word. I have to have the contract that they promised to send me two weeks ago. Thank you.

Regards,

*********************************
Business Response
Date: 12/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the rejection filed by ***********************************

*********************************** is enrolled in AWRs Water Line Protection Program (WLPP). ****************************** informed AWR that payment was sent with enrollment forms via mail for the water line protection program but was not showing active on his account. ***************************** payment has been received and processed to reflect the active protection program. Upon receiving this matter, we have spoken with ****************************** and advised him of the active enrollments. Confirmation of enrollment has been sent via email and mail. ****************************** is encouraged to contact AWR with any additional 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: 12/16/2022

Complaint: 18468373

I am rejecting this response because: No contract was ever sent by email or mail. If they don't send us the contract, I want my money back. They are lying. I searched my email junk mail and regular mail. There was no contract. This business is a fraudulent business. Please investigate them. Basically contract or money back is what I want. They are being very dishonest. Let them send you a copy of the contract and we will see who is honest.

Regards,

*********************************
Business Response
Date: 12/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the rejection filed by ***********************************

*********************************** is enrolled in AWRs Water Line Protection Program (WLPP). ****************************** informed AWR that payment was sent with enrollment forms via mail for the water line protection program but was not showing active on his account. ****************************** payment has been received and processed to reflect the active protection program. Upon receiving this matter, we have spoken with ****************************** and advised him of the active enrollments. Confirmation of enrollment was requested and sent. However,****************************** has advised AWR he has not received via email. The request has been sent via regular mail and ****************************** will receive it shortly.We encourage Mr. ******** to contact AWR with any additional 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: 01/01/2023
[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:11/27/2022
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.
Dear Sirs/Ladies: Please assist my effort to expedite American Water Resources, to provide service for my cracked sewer pipe in my basement, reported on November 7th, 2022, CLAIM#***-7706. Sincerely, ***************************
Business Response
Date: 12/06/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the complaint filed by ***************************.

*************************** is currently enrolled in AWRs Water Line,Sewer Line, and In-home Protection Program (WLPP/SLPP/IHPP), Water Heater Repair Program (****). ******************** contacted AWR to report a backup in the basement of her home. A licensed contractor was dispatched to investigation. After the assessment it was determined a repair would be needed. Our contractor has submitted a proposal and it has been approved. This repair is scheduled for today. 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:11/25/2022
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 bought a warranty from this company to protect my furnace. It is now furnace weather and mine is not working. I have called the company several times as has my ***. I had added her as an authorized user and they have since removed her to prevent from talking to her. They told us both that they would reach out and find a contractor to fix my furnace and now they are saying that the company is understaffed and will not be able to fix my furnace. The customer service reps will hang up on you. The temp in my area are running just above freezing and I have no furnace. I have pain for this service for a few years and I just want my furnace to work.
Business Response
Date: 11/30/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28th, 2022, correspondence regarding the complaint filed by ********************************

******************************* is enrolled in AWRs Water, Sewer, In-Home ************************************ Line Protection Programs, and the Heating and ******* Repair Program. (WLPP/SLPP/IHPP/EEPP/GLPP/HCPP). ******************** filed a heating repair claim on November 22nd,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 heating repair has been completed. We have spoken with ******************** and confirmed this matter has now been resolved. We encourage him 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:11/22/2022
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.
We have paid into this company for four years. When our hot water heater went out we called them for help. They sent out a tech that said it did need to be replaced. After two weeks and numerous phone calls we have cancelled this service. All they do is put you on hold and say they are either working on it, their lines are down, or they are expediting your request. When we called the service company they knew nothing of our request to replace it. This company is run poorly and no one does anything to help. All they do is give you the run around.
Business Response
Date: 12/02/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the complaint filed by ***************************

*************************** is enrolled in AWRs Water Heater Repair Program (HWRP). ******************** filed a claim that was reported to AWR about water heater going out of service. AWR has attempted to contact customer on numerous occasions to no success as available number voicemail is full. We encourage ******************* to contact AWR with any possible questions or concerns about her policy or visit ******.com to reviews terms of service

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: 12/06/2022

Complaint: 18452113

I am rejecting this response because:it's a lie. They have not reached out to me. I had to call them numerous times where I was out on hold numerous times as they transferred me to other people. They said they had contacted Rescue Rooter when in fact they had not. This company is a joke. I will only accept a refund of the money paid into this service that did nothing.

Regards,

***************************
Business Response
Date: 12/14/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 28, 2022, correspondence regarding the complaint filed by ***************************

*********************** is enrolled in AWRs Water Heater Repair Program (****). ************** filed a claim for an issue with her hot water heater.AWR has made several attempts to reach ******************** via the telephone number provided. Unfortunately, we been unsuccessful in speaking with her directly. We encourage ******************** to contact AWR at ************** to speak directly with an escalation's specialist regarding this complaint. We encourage ******************* to call with any further questions or concerns she 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:11/22/2022
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.
In March 2022 I contacted American Water Resouces because my sewer line backed up into my basement. There was ***** matter present and l contacted American Water Resouces. The blockage seem to resolve spontaneous and ever though I asked American Water Resouces to send someone to make sure it was completely resolved they refused. It happened again in July 2022 and this time American Water Resouces sent a team to unblock my sewer line, which they did but last week 4 months later I again had a flooded basement. I called American Water Resouces and on November 19th they sent a company that unblocked the sewer line. This has happened every 4 months since March 2022. Every 4 months I have a flooded basement with ***** matter occurring. I called them to follow up with this chronic problem on Friday November 19th. They told me they would keep the case open and follow up. But today Tuesday November 22nd, since I didn't hear from them I called them back. I spoke with 4 different people who asked me the same questions. I was on the phone over 30" and they hung up on me. I was frustrated but polite. Please help me resolve this issue. It us unsanitary and disgusting to find my basement flooded with ***** matter every 4 months. Thank you ***********************
Business Response
Date: 11/30/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 22 *****, correspondence regarding the complaint filed by ***********************.

*********************** is enrolled in AWRs Water Line, Sewer Line,and Water Heater Protection Programs. **************** filed a claim for a main sewer line back up. Due to lack of contractor availability there was a delay in servicing ****************. After receiving this matter we have spoken with *************** who confirmed she has been serviced. **************** began reporting multiple backups on her main sewer line in 2022. After having several backups, our contractor jetted and camera the line. We encourage **************** to reach out 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:11/22/2022
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.
In October of 2021 American water insurance company as well as myself paid to have my sewage line replaced. Since the new lines from inside out to main has been replaced we have had a couple more backups of sewage in our home. They sent out another contractor with a camera determined that the lines were not installed properly and we will keep having the same issue until it is corrected. We have been working on this claim for a month with no resolution. We are left on hold time and time again, hung up on, and told there is nothing they can do but escalate the claim. Escalations turn time is ***** hours and there have been more than 5 escalations placed. We pay for a service to insure the lines and they are not providing the service we are charged for.
Business Response
Date: 11/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 22 *****, correspondence regarding the complaint filed by *************************.

************************* is enrolled in AWRs Water Line, Sewer Line and In Home Plumbing Protection Programs. ************** filed a claim in September 2021, for an clogged main sewer line. Our licensed contractor was dispatched in which a full line replacement for her main sewer line was completed. ************** began reporting multiple backups on her main sewer line again in 2022. After having several backups, it was determined another repair would be needed. We have spoken with ************** regarding the next steps in getting this repair complete. We encourage her to contact AWR for all 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:11/17/2022
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.
B"H Filed claim towards end of October with AWR under my in home plumbing.Claim number is CLM3116649.They have been making excuses since I filed. One of the main reasons I have this service that we pay for is so if there's a problem we don't have to try to find a plumber and pay for it.American Water does not seem to be making real attempts at locating contractors.They feel like they're doing us a big favor by offering us to find our own contractor.That is not acceptable or Fair. Especially because it's not like American water is sending me a check for three or $400 and saying go find a contractor. They will want this contractor to write up a proposal speak to them about it in depth Etc I dont want that hassle.AWR is supposed to have what they sold us on. Network of contractors to help us.They claim they can not find a plumber in SUFFOLK county **.Uhm... it's a county with like million plus people. Probably hundreds of licensed plumbers and handyman services. Meanwhile 3 weeks later... maybe 4 weeks. House has active leaking pipe.Property addresss122 Ave A ******************* Billing *********************************************** ******************************* ********************************** ************
Business Response
Date: 11/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 17 *****, correspondence regarding the complaint filed by *******************************.

******************************* is enrolled in AWRs Water Line, Sewer Line and In Home Plus Protection Programs. ************************ filed a claim for a leak inside of his home. Due to lack of contractor availability, ************************ was not serviced in a timely manner. AWR has spoken with ************************ regarding this complaint. He is aware that claim has been assigned to a contractor and we will be serviced soon for this issue. We encourage ************************ to reach out with any further concerns in the 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: 11/22/2022

Complaint: 18417332

I am rejecting this response because:

I had a 3 way call with *** rep and the company they thought was going to do the repairs. They were surprised and I was frustrated to find out that that company is also declining to handle this small repair. The rep from *** is very nice and I hope he can help me soon.
As it says on the *** website "Your covered repairs will be handled promptly and professionally, and youll enjoy the peace of mind that coverage can bring."
Looking forward to that but as of now I have a very frustrated tenant that has a 4 week ********. They are hoping this will be repaired before Thanksgiving.

Regards,

*******************************
Business Response
Date: 11/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 17 *****, correspondence regarding the rejection filed by *******************************.

******************************* is enrolled in AWRs Water Line, Sewer Line and In Home Plus Protection Programs. ************************ filed a claim for a leak inside of his home. Due to lack of contractor availability, ************************ hired his own contractor and will submit the paid invoice for possible reimbursement. AWR has spoken with ************************ regarding this complaint. We encourage ************************ to reach out for all 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: 12/01/2022

Complaint: 18417332

I am rejecting this response because:

I will not accept it until I submit the paid invoice AND receive reimbursement.

Also I am asking AWR what they are doing moving forward to be able to have plumbers for the contracts they are selling in this County.

The County has more than 1.5 MILLION residents.
It has more than 500k homes.

How is it possible that every time I need help the last few years they say they are "working on it" but nothing happens and either takes more than a month to get someone there or they tell me I should find someone on my own, pay out of my pocket and if it is covered they will reimburse. That is not what you AWR selling here. AWR look at your sales promotional marketing. This is not fair.

Regards,

*******************************
Business Response
Date: 12/09/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 17 *****, correspondence regarding the rejection filed by *******************************.

******************************* is enrolled in AWRs Water Line, Sewer Line and In Home Plus Protection Programs. ************************ filed a claim for a leak inside of his home. Due to lack of contractor availability, ************************ hired his own contractor and will submit the paid invoice for possible reimbursement. ************************ has not submitted the paid invoice for possible reimbursement.We apologize for the delay in locating a licensed contractor to service ************************ in a timely manner. *** has spoken with ************************ regarding this complaint and would like to resolve this complaint as quickly as possible once the paid invoice is received. We encourage ************************ to reach out for all 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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