Complaints

This profile includes complaints for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Water Resources, LLC has 15 locations, listed below.

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• 

  American Water Resources, LLC

  1000 Bishops Gate Blvd Ste 301 Mount Laurel, NJ 08054-4642

  
• 

  American Water Resources of Ohio

  300 E Business Way Ste 200 Cincinnati, OH 45241

• 

  American Water Resources of Minnesota

  2355 Highway 36 W STE 400 Roseville, MN 55113

• 

  American Water Resources

  1410 Discovery Pkwy Alton, IL 62002

  
• 

  American Water Resources of Arkansas

  609 SW 8th St STE 600 Bentonville, AR 72712

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:10/25/2022

  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 filed a claim due to a leak on my water main on 9/15/22 and have yet to get it fixed. To this day, 10/25/22, AWR has only given me contradictory information on my claim and kept me in the dark simply telling me to wait all while my main continues to leak. I have called at least 60 times so far trying to figure out what is happening. Today, I had to shut off my water because the flow increased to 5 gallons per hour and I spoke to ********* who was not helpful either. According to the website, my claim was closed on the 5th without my knowledge and anyone telling me.It has been more than a month of the same response coming from AWR. I am filling out this form on the advice of my lawyer. My account number is ******************** and my enrollment number is #ENR1016016976

  

  Business Response

  Date: 11/03/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 26 *****, correspondence regarding the complaint filed by *********************.
  
  ********************* is enrolled in AWRs Water and Sewer Line Protection Programs. He filed a claim on September 16, 2022 and a licensed contractor was dispatched to service this claim. There was a delay in service due to the proposal review which caused a delay in this repair being made. This repair is complete. *** has spoken with ************** to discuss his concerns and encourages him to reach out with any future questions.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ********************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:10/25/2022

  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 pay for sewer line insurance protection from American water resources.My sewer line backed uo on oct 13 i contacted them and opened my claim.It took a week for them to send a plumber out to determine its colasped.The plumbers submitted a proposal to a.w.r. on oct 19. I was told multiple times by a.w.r it would take 24-48hrs to be approved. it has now been 2 weeks since my initial claim and 1 weeks since the proposal has beeb submitted and i call every single day n get no where with them. Its been 2 weeks i havent been able to use my facilities with sewage water leaking into my basement.

  

  Business Response

  Date: 11/03/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 26, 2022, correspondence regarding the complaint filed by *************************
  
  ************************* is enrolled in AWRs Sewer Line Protection Program (SLPP). ************** called AWR to report a sewer line issue. Awr dispatched a licensed contractor to investigate. Upon arrival contractor determined there was a break in the main sewer line and in which the contractor submitted a proposal for review. The proposal has been approved and repairs are completed. 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:10/24/2022

  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.

  On September 22, 2022, I responded to a mailed advertisement for American Water Resources' "Water Line Protection Program", $65.88 pa. I responded by visiting ******.com/******* as suggested.* First suspicious bit: I learned that the water line protection program did NOT include SEWER lines. The ACTUAL cost for ALL water lines (sanitary and sewer) would actually be $149.88, which I paid by credit card.*Second suspicious bit: There was NO CLEAR ACKNOWLEDGEMENT of my payment beyond the message "Transaction Complete!"*Third suspicious bit: Sure enough, I soon received a message, I believe an email, telling me that I needed to pay $149.88 -- which would be a SECOND TIME. I did not.*Fourth suspicious bit: Now I have received an "Action Required" postcard informing that "Without updated payment information your program will be cancelled on 11/14/22 in accordance with your Program's Terms and Conditions." *Fifth suspicious bit: Well, I actually did sign on to that website once more only to discover that there is NO WAY to merely UPDATE payment information. The only alternative was to telephone. BUT NUMEROUS contact numbers are provided. There is ONE number given on the website and an entirely different number appears on the "Action Required" postcard: **************. There was also a web address on that postcard so I accessed it: ******.com/accountupdate. I could not update info there. THAT site then told me to dial **************. Phoning THAT number returns an error message if you attempt to dial it, which sends up a red flag for me. * Sixth suspicious bit: I did reach what sounds a lot like an overseas call center a.k.a. ****** HQ by dialing **************. That person seemed to expect me to give her ALL my CREDIT CARD DETAILS over the phone! I ask you, WHY WOULD ****** NEED MY CREDIT CARD DETAILS AFTER I ALREADY PAID MY ANNUAL FEE? The woman on the phone seemed to imply the QUOTED $149.88 is NOT an ANNUAL fee.CANCEL MY SERVICE/REFUND THE $149.88.

  

  Business Response

  Date: 11/02/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24, 2022, correspondence regarding the complaint filed by ***** (****) *****.
  
  ***** (****) ***** inquired about enrolling in AWRs Water Line and Sewer Line Protection Programs. ************** tried enrolling online with her credit card but unfortunately the payment for this enrollment did not process. Upon receiving this matter, we have spoken with ************** and advised her of the non-active enrollments. Customer advised she would not like to enroll in which I did confirm with her no active programs. ************** 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

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing on behalf of my parents, ***** and ***********************. They are both 84 years of age and have no computer. They have been without water since 10/18/22 when American Water shut off their water due to a waterline problem outside of their home. They have insurance through American Water Resources who have not been of any help to us. An EMERGENCY proposal was submitted on Friday, 10/21/2022 around **** by ******** Plumbing and Heating. The claim number is CLM ******. I have reached out to American Water Resources them NUMEROUS times to see if the claim has been approved. I am told a host of things but basically that the proposal is still being reviewed. I ask how long an emergency proposal takes to review and I am told 24 to 72 hour to seven days (Every rep tells me something different). I was told this morning that I would have an answer by noon today (10/24) and no answer has come. This is day 6 that my parents have had no water and as previously stated, they are both 84 years of age with significant health issues. I called their state rep ***************** office and was told to go through BBB. I chatted with someone from BBB who was to email me a form to file a complaint but I still got no email from BBB. I was given an email address for the proposal ***** at American Water Resources and I sent an email and got no response to the email either. I am beyond frustrated.

  

  Business Response

  Date: 11/03/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 25th , 2022, correspondence regarding the complaint filed by **************************
  
  ************************* is enrolled in AWRs Water and In-Home Protection Programs (WLPP/IHPP). ****************** filed a water line claim on October 18th,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 *************************, daughter of ******************,to provide her with the update. 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 with any questions.Thank you for your time and consideration.

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel the enrollment on my policy that I have had for almost 6 years, because I no longer need it. I have send an email. I have called and spoken with an agent- who stated policy was canceled and I would receive an email in ***** hours confirming that. 96 hours went by and still no email, and online system still says I am enrolled. chatted with an agent- they say I am not enrolled, however online system still says otherwise. there is no other way for me to cancel enrollment. this company is shady and needs to be investigated!

  

  Business Response

  Date: 10/28/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24 , 2022, correspondence regarding the complaint filed by ***************************  
  
  *************************** was enrolled in AWRs Water Line, Sewer Line & In-Home Protection Programs (WLPP/SLPP/IHPP). ****************** contacted AWR and requested to cancel her protection programs. The enrollment was cancelled the same day as requested. ****************** attempted to confirm the cancellation using the online portal and it showed active although it was cancelled. I have reviewed the account and it was indeed cancelled as requested. Unfortunately,the cancellation will not reflect until the last day of the current billing cycle. ****************** account will not show cancelled until  November 16,2022 and she will receive confirmation of cancellation at that time. 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:10/23/2022

  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.

  I have been trying to get in touch with American Water Resources for weeks now, when you call all you get is a prerecorded message and they keep you on hold for as long as you have time. This complaint is about double billing and constant mail reminders that my bill has not been paid ( when it has ) and they will cut my account off. I need to speak to someone about this situation.Thank you for your help.

  

  Business Response

  Date: 10/31/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24 , 2022, correspondence regarding the rejection filed by *******************************
  
  ******************************* was enrolled in AWRs Water & Sewer Line Protection Program (SLPP/WLPP). ****************** called to report a double billing with her waterline enrollment AWR confirmed that there was a duplicate charge on ****************** account , AWR has authorized a one-time refund back to the customers account and she will be receiving that refund shortly. We have reached out to provide an update to ******************. 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.

  Customer Answer

  Date: 10/31/2022

  [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:10/22/2022

  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 purchased a insurance policy to protect my home from outside plumbing leaks as stated by America Water ResourcesToday I observed a major leak in my water pipe close to the water meter but on my property..I called their company at about 10:45 am & was placed on hold for 47 minutes at a times..I finally got through & was asked questions to verify my cover & was passed to the claims **** where I filed a claim. ( claim 3317522).I WS tol I would get a call from ******* After a few hours I googled them only to find out they dont provide service in the state I live in which is Ga..I then called this company back & got a total run around from operators to claim department which I was told was overwhelmed with calls so I waited again on hold I once again provided all the information but never received any call back from a plumber or American Water ResourcesI then when on their chat service & provided all the information & was told to shut off the water.. I texted the contact agent & told him my arm was in a sling from rotator cuff *********** was age75 living alone..He texted me to wait for call for *********** at 7:30 I called again & the girl read her script I assume asking the same questions & telling me based on a new system she was going to transfer me to the claims **** at which point having been through this numerous times today I hung up..So in summary this company is not living up to their advertised service of a 24x7 hour operation that protects you from expensive repairs outside of your house due to pipe breaksThus I feel I should be refunded all my premiums if they do not send a plumber until next week as it appears will be the case if ever they respond

  

  Business Response

  Date: 10/28/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24 *****, correspondence regarding the complaint filed by ***************************.
  
  *************************** is enrolled in AWRs Water Line, Sewer Line and In Home Protection Programs. He filed a claim for a water line leak on October 22, ******************************************************************** a timely manner to service him, however AWR was about to locate a contractor soon after receiving this complaint. The contractor has been unable to reach ******************** for scheduling. Unfortunately AWR has been unable to speak directly with ******************** regarding this complaint. 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: 10/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: *************************** <***************>
  Sent: Friday, October 28, 2022 2:39 PM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  The complaint I filed was due to the following issues with American Water Resources:

   

  -I called multiple times on 10/22/22, emphasizing the significance of the main water line leak

  -Its extremely difficult to get through to any live people .

  Their process requires you to give information to customer service & than be transferred to the claims department where you are placed on hold again

  - when I finally received a claim number & was told which plumber would contact me the plumber never called..I then called the plumbing company & they told me they dont sevice the state of Ga..

   

  - I called a third time & had to repeat same information to customer ******************** & was transferred to claim **** put on hold advised them that this was a very severe leak water gushing into street the agent ********* said a plumber would contact me..

   

  I never heard from any plumber on 10/22/22

  I went on ******* Water website & chatted with person who said wait on plumber to call 

   

  By 10/23/22 Sunday I called a plumber who told me to Contact a locator service which I did

   

  By Monday 10/24/22 still no call from American water plumber

   

  I called plumber & he started digging hole then came back Tuesday 10/25/22 to repair water line 

   

  Today I received a message from ************ His/Hers Plumbing asking for me to call for repair..

  I ******d that number & area code 707 is a scam area code.

   

  -Is it reasonable to go 7 days with water turned off when I have coverage with American Water Resource s that Ive paid premiums for 2 years as they promote they have 24x7 service?

   

  It is evident that this company does *** care about policy holders & trying to call them to get to a live person along with their response time is unacceptable!

   

  Thank you for all your support in investigating this incident with American water

   

  My water consumption is so high from leak that the local water company has already refunded me $140.

  Had I waited on ******* Water Resource s to get a plumber here I would have lost 7 days of water & still no problem me has called.

  I received a text from ************

  I have no idea if this works s legitimate or as the search engine on ****** says SCAM AREA CODE!

   

  Sent from my iPhone

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

  

  Business Response

  Date: 11/03/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 28 *****, correspondence regarding the complaint filed by ***************************.
  
  *************************** is enrolled in AWRs Water Line, Sewer Line,and In Home Protection Programs. Due to lack of contractor availability, ******************* hired his 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 him 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: 11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: *************************** <***************>
  Sent: Sunday, November 13, 2022 7:52 PM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.

   

  The status of this complaint is still unresolved..

  Matt *********** Resource ,agent, assigned to resolve this matter, advised me the Company President was given a check for $1,415 , to sign for me..

   

  That was about a week ago..

   

  So far no check but I will follow up tomorrow..

   

  Thank you

  Sincerely 

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

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

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

  

  Business Response

  Date: 11/22/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 28 *****, correspondence regarding the complaint filed by ***************************.
  
  *************************** is enrolled in AWRs Water Line, Sewer Line,and In Home Protection Programs. Due to lack of contractor availability, ******************* hired his own contractor and submit for reimbursement. Upon receiving the above referenced matter, we have spoken with ******************** and discussed the settlement process. We are asking ******************** to allow more time to receive his check. We will continue to work directly with him 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.

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/25/2020 I paid for protection of water line. That covered the period of Nov. 2021 to Nov 2022. By mistake I paid it again on 11/2 /2020 because my check crossed the payment in the mail. This should have covered me for Nov 2022 till Nov 2023. So I should have not got a bill till Nov 2023. Since then I have called them 5 times even sending copies of the checks they cashed covering me. I keep being told my account was overpaid and they would credit my account to reflect that and send me confirmation. Well that's has not happened and I keep getting a bill for the period of Nov 2022 to Nov 2023. No matter who I talk to I get the same promise of correcting my account and sending me confirmation but it never happens. Today I got another bill asking for payment for Nov 2022 to Nov 2023 which was paid for by mistake. I don't owe them a payment till Nov 2023. I don't know how many times I need to call and get told the same thing. My account is not due till Nov 2023. In 2020 I paid for Nov 2022 and not due till Nov of 2023. They just are not giving me credit for the extra payment I paid by mistake in 2020.

  

  Business Response

  Date: 11/02/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24, 2022, correspondence regarding the complaint filed by ***************************.
  
  *************************** is currently enrolled in AWRs Water Line Protection Program (WLPP). ****************** contacted AWR to advising sent in payment twice for one year. *** has investigated her account and could not locate a second payment. After doing extensive research and not locating a check, it was requested that ****************** send in a copy of the cashed checks.In an attempt to further investigate this matter, ****************** was asked to send in a copy of her statement or cashed checks for review. AWR is currently waiting on these requested documents. We encourage ****************** to contact AWR for 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:10/20/2022

  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 filed a sewer claim on 9/29/2022 (CLM735151). The contractor came out the next day and snaked my drain. A few days later the problem resurfaced and I called AWR about it. They put in a second claim on 10/11/2022 (CLM739045) and sent the contractor back out. The contractor came the same day and put a camera in the line and found a break in the pipe. They contacted AWR and were told to submit an estimate. The contractor submitted the estimate on 10/11/2022, again on 10/13/2022, and yet again on 10/17/2022. I was told on the 11th that the claim would take 24 to 48 hours to process and approve. It has been 9 days (216 hours), and AWR has done nothing. I call everyday and all I am told is either that the claim is "in review", or that they can't find the estimate from the contractor. I have spoken with 9 different people. Three of them have told me that the claim was "in review" and I would be hearing from someone within 24 hours, and the other six say that they can't find anything, but do see the estimates in the email system, but that the claim isn't in review. They all said they would "escalate" my claim and call me back the next day to confirm that it was being worked on. Nobody calls back, nobody can tell me anything. Meanwhile, I am without working toilets, cannot take showers or baths, and cannot do dishes or laundry for 22 days now. I asked if I could schedule the work and get reimbursed, but they said "no". I cannot keep waiting for this company to do their job! I am paying for a service and not getting anything in return.

  

  Business Response

  Date: 10/27/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 20th , 2022, correspondence regarding the complaint filed by **********************************
  
  ********************************* is enrolled in AWRs Water Line, Sewer Line, In-Home Plumbing Line, Interior & ***************** Line, Water Heater Repair &Replacement, and the Heating & Cooling Protection Programs (WLPP/SLPP/IHPP/ELPP/EEPP/HWHP/HVAC). ********************** filed a sewer line claim on September 29th,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 scheduled a date to complete this repair.  We have spoken to ********************** to provide her with an update. We encourage her to call AWR with any further questions or concerns she may have. 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: 10/27/2022

  [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, however, there was no delay in finding a contractor.  A contractor came out the same day (September 29), but AWR did not review or complete the claim until October 26th).  The work has now been approved & scheduled to completed.  I'm happy it's scheduled, but still upset with AWR for taking so long to approve the claim.  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:10/20/2022

  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.

  I called American Water Resources on July 8th 2022 due to a covered issue (water line leak).As of 10/20/2022 no one has performed any work to repair the leaking water line.The customer service department is horrible, the assigned contractors are not responsive, the whole process is broken. It shouldn't take four months to dig a hole and fix a leaking water pipe.American Water Resources is a complete waste of my time and money.

  

  Business Response

  Date: 10/26/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 20, 2022, correspondence regarding the complaint filed by *************************.
  
  ************************* is currently enrolled in AWRs  Water Line, Sewer Line and In-Home Plumbing Emergency Program, (WLPP/SLPP/IHPP). *************** contacted AWR to report a leak coming from the 2nd floor bathroom ceiling into the 1st floor bathroom ceiling when using the toilet. A licensed contractor was dispatched out to assess the issue and determined that a repair was needed. AWR is currently working with **************** and the contractor to make the repair.  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.