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.
419 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:11/16/2022
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.
I paid for insurance for my sewer and water lines. My sewer and water is not working. I called and set up a claim and have been waiting for this company to send a plumber to my house for three weeks. I've called multiple times and agents keep hanging up on me. I've never been given a straight answer and have only gotten excuses from this company. I paid for this service but when it comes time to use it I get excuses
Business Response
Date: 11/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 17, 2022, correspondence regarding the complaint filed by ********************

******************* is enrolled AWRs Water Line, Sewer Line, and In-Home Plumbing Emergency Program (WLPP, SLPP, IHPP). **************** filed a sewer line claim on November 10, 2022 for a clogged sewer line. AWR was unable to locate a contractor in a timely manner to clear the main sewer line. *************** was then offered to hire his own contractor and submit the paid invoice for possible reimbursement. **************** has declined that offer. AWR is currently working to locate a licensed contractor to service ****************. We will continue to work with **************** until his sewer line issue is resolved.

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: 18385067

I am rejecting this response because:
My initial claim was opened 10/27 but since it wasn't done correctly they had to do it again. I've been waiting for nearly one month and have contacted multiple plumbers in my area in Arkansas and nobody has even received a phone call from this company.

Regards,

*******************
Business Response
Date: 12/07/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 17, 2022, correspondence regarding the rejection filed by ********************

******************* is enrolled AWRs Water Line, Sewer Line, and In-Home Plumbing Emergency Program (WLPP, SLPP, IHPP). **************** filed a sewer line claim on November 10, 2022, for a clogged sewer line. AWR was unable to locate a contractor in a timely manner to clear the main sewer line. AWR has scheduled **************** for this repair. We will continue to work with him until his sewer line issue has been 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: 12/09/2022
[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:11/11/2022
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 enrolled for the AWRUSA.com Water Line, Sewer Line Protection and InHome Plumbing Emergency Program. We recently had a leak in the upstairs bathroom with water dripping from the ceiling in the utility room below. We tried raising a claim and we were told that the InHome Plumbing Emergency Program does not cover this problem when the Terms and Conditions of this program clearly states as below:"If there is a leak or break to Your Supply System or a clog or blockage of Drainage System. You may contact AWR tollfree at **************. If You do, AWR will dispatch an approved independent contractor to Your Home for repairs covered under this Agreement...".At present we do not know why the whater is leaking i.e., leak or break in the Supply System or due to a clog or blockage of the Drainage System.The answer we got from the representative was that this plan does not cover such but there is another plan that we need to buy / enroll in to cover such claims.
Business Response
Date: 11/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 14, 2022, correspondence regarding the complaint filed by **********************

********************* is currently enrolled in AWRs Water Line, Sewer Line, and In- Home Protection Program, (WLPP, SLPP, IHPP). Mr. ****** contacted AWR to report an internal leak when using the shower. Mr. ****** claim was denied due to reporting a leak on the drainage system which is not covered under AWRs IHPP. He has hired his own contractor to make this repair. AWR has requested the paid invoice for possible reimbursement for covered repairs. We encourage Mr. ****** to reach out with any future questions or concerns. We will continue to work with Mr. ****** until this matter is resolved.

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:11/10/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please remove me from your mailing list. For the love of God, you've been spamming ** every month with your spammy mailers! Please stop! You're just like all those other scam companies, doesn't matter if you're "accredited" by the BBB or not. I believe your company is a scam and we're tired of getting mail from you once a month. Please remove my address!
Business Response
Date: 11/18/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 11, 2022, correspondence regarding the complaint filed by ************************

*********************** is not enrolled in any of AWRs protection program. ****************** has been receiving mailers and would like to be removed from our mailing list. ****************** has been notified via email that she has been removed per her request. We encourage ****************** to contact us if she has 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: 11/18/2022
This company is an untrustworthy company. Do not do business with them. They stated that they contacted me via email to tell me that they removed me from the mailing list. LIES!! ALL LIES!!! They did not contact me via email. That to me is a red flag. Why would you lie about something so small like that?!
Even though they lied and said they contacted me when they didn't, I'm still marking this as being resolved because they stated they removed me from the mailing list. We'll see next month if I get another mailer. If I do, I'll update this complaint.
Companies make it very difficult for us to get off the mailing list. I've contacted customer service for other companies to do this and they never seem to have the ability to do such a simple task. Considering that this company lies, I will only communicate through BBB in regards to this company.
Initial Complaint
Date:11/10/2022
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.
The date was 11/10/22 My father had passed and had an account with this company, I called to discuss the account because **************** has been sold and the account needed to be closed. I gave them all the information they asked for and they still needed to have more information, I asked them to email me a list of information they need, they refused to do that and started laughing at the whole situation. I asked to speak to a supervisor and was told I couldn't because he had just left and there was no other supervisors in the building, and once again was laughed at. So any money that I would be due back because they refuse to give me any information.
Business Response
Date: 11/16/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 11th, 2022, correspondence regarding the complaint filed by *******************************.

********************************* is enrolled in AWRs Water Line Protection Program (WLPP).******************************* contacted AWR on November 10th, 2022, to request cancellation of any active programs on his fathers account but was informed that since he was not an authorized user on the account, assistance could not be provided at that time. Upon receiving the above referenced matter, I contacted ******************************* on November 11th, 2022, and assisted the customer with cancelling the ***** Per AWRS Terms and Conditions, when the account holder is deceased, all programs must be cancelled the day AWR is notified of such. We have spoken to *******************************, son of *************************, to provide him with the update. 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:11/10/2022
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.
Have bought several home insurance deals from American Water Resources that they claimed if I had problem they would send vendor out to fix problem!Now each time I have had a problem they tell me they have no vendor available I should have fixed pay for it & submit a claim to be paid for!Now they tell me $200 spent by me to fix problem will *********** to 8 weeks to refund me!I feel like this is Elderly ************* on their part!I live on social security & cannot afford to pay their bills!I cannot buy my medicine groceries gas clothes & pay for **************** while paying huge bills like this that my insurance with them says they will take care of
Business Response
Date: 11/17/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 11, 2022, correspondence regarding the complaint filed by ***********************

*********************** is enrolled in AWRs Water Line & Sewer Line Protection Program. ************** contacted AWR to file a claim.Unfortunately, there was a delay in contractor allocation in which ************* was advised to hire his own contractor and submit for possible reimbursement. Upon receiving this response, we have spoken with ************** and discussed the settlement process. We will continue to work directly with him to resolve this matter. 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.
Initial Complaint
Date:11/08/2022
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 have multiple protection programs including in house plumbing , with American Water Resources. On 1/1/22 I called to report a slow drain in my kitchen sink. Rotorooter was sent and they snaked the drain. The snake broke in the drain leaving a sludgy mess in my sink, completely blocking the drain; rendering it useless. I called American Water Resources that day, spoke to ***** and he said he would expedite the process and send help, calling me back the next day for an update. There was no return call. When he did not respond I called back on Thursday and was told the same thing(expedite and return call)There was no return call again. In the mean time I called the contractor and they said the could do nothing without American Water Resources giving them the go ahead. I called again on Friday 11/4 and asked for a supervisor. ******, the agent, connected me with *******, a supervisor, who echoed what was already told to me(will expedite and call back) No return call followed. The contractor did send a plumber who took the pipe out from under the sink and left a bucket there to catch water. It will be a week and no one has any info as to when this issue will be fixed. I should not have to pay nor wait this length of time for remediation for damage;something that was broken in my house by a contractor and was a covered service. I just got off the phone (11/7) speaking with ********* who made me feel a bit better by saying the services are covered and I will not have to pay but I need to get this job done. He said he was waiting for approval. Pictures and a proposal were sent to American Water Resources on 11/2 by the contractor. American Water said they received the necessary documentation. My issue needs to be approved by American Water so the contractor can fix the issue.
Business Response
Date: 11/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 08, 2022 correspondence regarding the complaint filed by **********************

********************* is enrolled in AWRs Water Line,Sewer Line and In-Home Protection Programs (WLPP/SLPP/IHPP). **************** reported an issue with her kitchen sink. After investigation it was determined a repair would need to be made and a proposal must be submitted for this repair. Upon receiving the above referenced matter, we have reached out to *************** and apologized for the delay in approving the proposal for this repair.The proposal has since been approved. We have spoken with **************** and she has confirmed the repair is complete. 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:11/07/2022
Type:Sales and Advertising 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 tell this company before to SUPPRESS OUR PERSONAL NAME AND ADDRESS AND STOP SENDING MARKETING MAIL. We call them and they don't have any idea what it is RFN: **************** (This is a Reference # to enter at they system and have access to our personal info. This # facilitated the way to removed/suppress any name and address but this company don't care)
Business Response
Date: 11/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 8 *****, correspondence regarding the complaint filed by ***********************.

*********************** filed a complaint regarding receiving promotional materials for American Water Resources. We have spoken with ***** and removed her from future mailings. We encourage **************** to reach out with any further concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Initial Complaint
Date:11/07/2022
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.
Purchased AWR's warranty agreement 8/03/22. AWR agreement #ENR ******* Sept 19, noticed water seeping from front yard 10ft from stop box, homeowner responsible area. Water department visit determined leak coming from water service line Sept 26: Claim logged with American Water Resources # CLM*******. ***************, ********** ** ************* dispatched as primary contractor, informed Slades would visit in 48hrs perform analysis, complete claim proposal Oct 1: Slades had not visited residence upon multiple phone calls informing **** was steaming water, internal home pressure was decreasing. Called water department, log request to shut off service line water at stop box (work order ******). From this date forward water has been shut off.Oct 6: *********************** arrives for 1st time to take measurements, prepare work proposal documents, submit to AWR.Oct 10: AWR called multiple times to get claim update and repair timeline. Informed Slades had not submitted work proposal documents. Asked AWR to escalate due to no water, no heat as we have a steam boiler system which relies on water to function. AWR never called back Oct 11: *************** claims work order proposal was submitted to AWR. Called AWR, informed 2 days to approve claim Oct 13: Received call from ******** and Sons **************************** LLC, ******************************************************************** ************ stating they are primary contractor, with no knowledge of prior activities with ***************. We are starting over.Oct 13: Called AWR to determine what is happening as claim CLM ******* is still open with Slades and new claim CLM ******* was opened with **************** AWR would not provide reason for new claim Oct 14: ******** arrives to investigate, take photos, determines service line is lead, replacement is required, recommends temporary fix to run a water hose from neighbor property Nov 7: Multiple calls to ************** with no AWR fix response. 6wks since intial claim, 5wks no water, no heat pls help
Business Response
Date: 11/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 8 *****, correspondence regarding the complaint filed by ***************************.

********************** enrolled in AWRs Water Line and Sewer Line Protection Programs. ****************** filed a claim for a leak on the main water line. AWR dispatched a contractor out to investigate unfortunately that contractor could not make the repair in a timely manner. AWR than dispatched a different contractor to assess the issue. The proposal was submitted for this repair in which it has been approved. We have spoken with ****************** regarding the next steps and will continue to work with him until this repair is complete. 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.
Customer Answer
Date: 11/22/2022

Complaint: 18369626

I am rejecting this response because:

As of Nov 22, water service line repair has not been completed. We have now cancelled hosting of Thanksgiving, 1st time in 25 yrs. AWR states 1st contractor replaced due to timeliness of repair. 2nd contractor ******** and Sons W&S LLC has had claim since Oct 13, much longer than 1st contractor. As of Nov 18 ******** and Sons has not pulled plumbing permits to begin approved repair as validated by ******* Water & Sewer dept. ******** is AWR's largest approved contractor and purposely delaying repair with no reasonable explanation. They know the document and permit process for both AWR & ******* water ***** with no sense of urgency. Current scheduled repair date is Nov 28, we are not confident this commitment will be met. Initial claim opened Sep 29, water shut off Oct 1, possible repair Nov 28, unacceptable business ethics and practices from AWR and its approved contractors.

Regards,

***************************
Business Response
Date: 12/06/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 8 *****, correspondence regarding the complaint filed by ***************************.

*************************** is enrolled in AWRs Water Line and Sewer Line Protection Programs. ****************** filed a claim for a leak on the main water line. AWR dispatched a contractor out to investigate unfortunately that contractor could not make the repair in a timely manner. AWR than dispatched a different contractor to assess the issue. The proposal was submitted for this repair in which it has been approved. We have spoken with ****************** regarding the next steps and will continue to work with him until this repair is complete. 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.
Customer Answer
Date: 12/15/2022

Complaint: 18369626

I am rejecting this response because:
Currently December 15, 2022, water service line still not replaced, last committed repair date November 28, 2022. Contractor #1 submitted repair proposal to AWR October 11, 2022. AWR declined bid due to cost not timing. Contractor #2 (******** affiliated with *********************** & Service in **) assigned claim October 13, 2022, submitted repair proposal, approved by AWR. ******** a new startup in ******** registered articles of organization LLC Aug 2022. Registered address is a storage garage, to date ******** lacks licensed personnel, insurance, equipment to deliver replacement of water or sewer service lines therefore bid shopping to complete repair. AWR warranty agreement section 8. states: There is no limit on the amount that AWR will pay for covered repairs under this agreement. Contractor #1 has resources, equipment, insurance to complete repair in more timely manner than Contractor #2 but AWR refuses to accept bid. Both AWR and contractor #2 are willfully neglecting terms of warranty agreement. AWR must remedy this issue immediately.
Recommendation to all other current or potential customers: Caveat Emptor, Buyer Beware!

Regards,

*************************;
Business Response
Date: 12/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 8 *****, correspondence regarding the rejection filed by ***************************.

*************************** is enrolled in AWRs Water and Sewer Line Protection Programs. ****************** filed a claim for a leak on the main water line. The proposal was submitted for this repair and has been approved. This repair is scheduled for next week. 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:11/03/2022
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 filled a claim for $400 with American Water Resources in August of 2022, for leak detection services on a water line, for which I had insurance coverage from American Water Resources. I have now called their customer service 4 times to find out where my payment is - they do zero communication the entire process - they never tell you when they've received the information, nor the status, nor when you might receive any kind of update.My first call I was told that they had a certain number of weeks to respond, which they were close to, but they had everything they needed from me. The second time I contacted customer service, I was told that they were waiting for me to send the information from the contractor, which I had already done weeks prior.The third time I called, they told me that they would try and escalate, and they had everything they needed from me, and that they would contact me via phone and email once they had progress. I never received a call or email.The fourth time I called, I was told that the claim had received 1st level approval, and was in 2nd level approval. When I asked how long that takes, I was told that there was no defined time period, that it was decided at corporate and that the employees had no way to contact anyone at corporate to get a straight answer. They are perfectly happy to keep billing me for services, and sending me emails asking me to sign up for additional services. This is the worst kind of insurance I can imagine having and am letting my other coverage expire, as what is the point of having insurance if you cannot get a covered expense reimbursed?
Business Response
Date: 11/11/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 4, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Sewer Line, Water Line & In-Home Protection Program (SLPP/WLPP/IHPP). ****************** called to report a possible main water line leak at his property. Unfortunately, AWR was not able to locate a contractor in a timely manner so ****************** was given the option to hire her own contractor for a possible reimbursement. ****************** has since provided an invoice for a leak detection. We are currently waiting for ****************** to send the paid invoice for this repair. We encourage ****************** to reach out with any further questions.

AWR takes all consumer concerns seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Customer Answer
Date: 11/11/2022

Complaint: 18356256

I am rejecting this response because:

In speaking with their agents at the time of the incident, I did not file a repair claim, because I chose to replace the water line. I was also told that they would not cover the repair because the water line was sub-standard. I let them know I would only be submitting the leak detection, as this was the second time the line leaked in less than a year, there were two leaks this time, and it made more sense to replace the line.
Also, when I called customer service to inquire about the claim, at no time was this bit of information shared with me. All the info I got was either "we have everything we need," "we need you to send the paid invoice," or "its in first level approval."
Please ask them to reimburse me just for the leak detection.

Regards,

*************************
Business Response
Date: 11/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your November 4, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Sewer Line, Water Line & In-Home Protection Program (SLPP/WLPP/IHPP). ****************** called to report a possible main water line leak at her property. Unfortunately, AWR was not able to locate a contractor in a timely manner so ****************** was given the option to hire her own contractor and submit the invoice for a possible reimbursement. ****************** has since provided an invoice for a leak detection.We have received the invoice and we are working to reimburse ****************** for the cost she paid to have her water leak detected. We have reached out and discussed the settlement process with ******************. We will continue to work directly with her to resolve 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: 12/15/2022

Complaint: 18356256

I am rejecting this response because:

This is in reference to a complaint I filed with you: Complaint ID ********. This has not been resolved. I am still awaiting payment from American Water. Although they said they would deal with me directly, I received messages from a person in their resolution department. I never was able to speak to this person directly. All they did was once again send me forms I have already filled out. Now when I call them they don't even bother to call me back. Please help me to secure payment.

Regards,

*************************
Business Response
Date: 12/20/2022
American Water Resources (AWR) appreciates the opportunity to respond to your December 4th, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Sewer Line, Water Line & In-Home Protection Program (SLPP/WLPP/IHPP). ****************** called to report a possible main water line leak at her property. Unfortunately, AWR was not able to locate a contractor in a timely manner. ****************** was given the permission to hire her own contractor and submit the invoice for a possible reimbursement. ****************** has since provided an invoice for a leak detection.AWR has approved the reimbursement for all cost paid to have leak detection. We have reached out and discussed the settlement process with ****************** in which she was informed she would receive her check in 4-6 weeks. We will continue to work directly with her to resolve 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: 01/13/2023

Complaint: 18356256

I am rejecting this response because: They tell you that my claim has been approved and I will be getting paid, but all they do is call me and ask me for paperwork for an additional claim for repair. I didn't repair the sewer line- I replaced it, which they will not cover. I sent them the paperwork to cover the leak detection more than once,

Regards,

*************************
Business Response
Date: 01/20/2023
American Water Resources (AWR) appreciates the opportunity to respond to your November 4, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Sewer Line, Water Line & In-Home Protection Program (SLPP/WLPP/IHPP). ****************** called to report a possible main water line leak at her property. Unfortunately, AWR was not able to locate a contractor in a timely manner, so ****************** was given the option to hire her own contractor and submit the invoice for a possible reimbursement. ****************** has returned the signed agreement for reimbursement,and she will be receiving her check shortly. We will continue to work directly with her until this matter is resolved.

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:10/28/2022
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.
Back in June, 2022 we had a covered, burst water line. After days of trying to get *** to get a contractor to us, we were finally told they had no contractor to help us so we were given permission by *** to hire our own. On July 5 *** sent me settlement form but had not yet even approved the amount over *******. Turns out, as a homeowner, we were not subject to that provision and work finally commenced. I called and wrote to corporate who, at first, denied they were affiliated with ***. I finally got a reply on July 11 from the escalation **** (*****************************) who was very helpful at first. Once the work was finished, I submitted the required settlement/reimbursement forms directly to ****** (August 9 or 10, 2022) A month and a half later, there was still no update about reimbursement. ****** ghosted me by email and phone. I got different stories from different reps, when they weren't just putting me on hold then hanging up. Finally, Sept 27 I got through to someone who said the claim was approved on Sept 26, 2022 and a check would be overnighted either that Tuesday or Thursday. Here we are on October 28, and the runaround and bs continues. First they claim it was mailed on the 27th of Sept but by snail mail, so to wait a bit. If it doesn't show, they'll cut a new check and overnight it. (*********.) Today I was told by the *** FB account that the check went out snail mail on Oct 13 and to give it ***** more days! I've been contacting *** weekly, sometimes multiple times a week. Each time I'm told our claim is being "escalated." The email address I'm supposed to use to communicate once my claim was approved simply doesn't respond. We paid ******* out of pocket because *** couldn't uphold their end of the program agreement by providing their own contractor. I want the money I spent to be reimbursed, and I want it done now. Allow 3-5 weeks for reimbursement, my eye.
Business Response
Date: 11/03/2022
American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2022, correspondence regarding the complaint filed by *************

************* is enrolled in AWRs Water Line Protection Program. ************ filed a claim. There was a delay in contractor allocation and ************ hired her own contractor and submit for reimbursement.Upon receiving the above referenced matter, we have spoken with ************ and discussed the settlement process. We will continue to work directly with her to resolve the matter. We have received the invoice and we are working to reimburse ************ for the cost she paid to have her water line repaired. We have reached out to discuss the settlement process

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: 11/14/2022

Complaint: ********

I am rejecting this response because:

From: ************* <******************>
Sent: Sunday, November 13, 2022 5:01 PM
To: Better Business Bureau <**************************************************>
Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

Hi BBB, Please don't close my complaint! I've been in touch with the escalation ***** (*****************************, via voice mails) He keeps saying they sent or will be sending a check for reimbursement but none arrives. I couldn't respond according to my options on BBB to either accept the answer and all is well, or dispute the answer since it has been up in the air. I leave messages for him every day.

Thanks,

Jo

Re: ID # ********- **********************

Regards,

*************
Business Response
Date: 11/22/2022
American Water Resources (AWR) appreciates the opportunity to respond to your October 31, 2022, correspondence regarding the complaint filed by *************

************* is enrolled in AWRs Water Line Protection Program.************ filed a water line claim. Due to contractor availability customer hired own plumber and provided AWR an invoice for possible reimbursement. The invoice has since been reviewed and approved for reimbursement. We have spoken with ************ and confirmed she has received the reimbursement check. She is encouraged to contact us if she has any additional questions. We consider this matter resolved.

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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