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:10/19/2022

  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've received two letters indicating I no longer have coverage for certain products within my home. I've contacted AWR previously to confirm that I am in good standing and they've confirmed.I've also made several requests to have a letter or email sent to me to confirm what products are covered within my home and when they are scheduled to expire so I may stay on top of the coverage. The company states that they don't do this.This leads to fear for the customers in which they believe they aren't covered, but they are and end up paying double for the service.I encountered this exact issue back in 2021, in which I had to prove to a manager that I've made payments towards the company by sharing the amount I paid and on specific dates. If I wasn't able to do this, I would have been required to pay an additional fee.

  

  Business Response

  Date: 10/28/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 19 , 2022, correspondence regarding the complaint filed by ***************************
  
  *************************** is enrolled in AWRs Water Line, Sewer Line & In-Home Protection Programs (WLPP/SLPP/IHPP). Mr. ******* called AWR to request confirmation of his enrollment and coverages as he has had issues in the past about his active enrollment. Customer request has been entered and will be sent via email and regular postal mail in the coming weeks. 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:10/18/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with American Water Resources and its supposed to cover sewer and main water line for any repairs or damage. This is an insurance policy for homeowners that I payed in full. The company refuses to honor their agreement and does not want to provide the services for my broken sewer line. I called twice and their customer representative takes down my information and never calls back nor send the plumber like promised. Its been 2 weeks and my sewer line is flooding my basement.

  

  Business Response

  Date: 10/27/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your June 24,2022, correspondence regarding the complaint filed by ***********************.
  
  *********************** is enrolled in the Water Line and Sewer Line Protection Programs. He tried filing a claim but was unable to establish a claim. After speaking with a specialist on October 19th , 2022 a claim was established. A licensed contractor went out and jetted the main sewer line. Upon further investigation found an issue that warranted a camera inspection. They have identified a section of the main sewer line that has separated. ************ enrolled into the sewer line protection program on September 03, 2022 and became effective on October 03, 2022. His current issue has been identified as pre-existing and this claim is being denied. We have spoken with ************ regarding this denial and explanation. 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: 10/30/2022

  
  Complaint: 18244042
  
  I am rejecting this response because:
  I did not know the problem was preexisting until the sewer line backed up and the water started draining through the vent and in to my basement. The pipe is broken underground and the location of the separation is underneath the foundation of the house. Theres no way that I could have known something like that. The plumbers that AWR sent out found the break five feet into the sewer line by running a camera, which is technology I do not possess because I am not a licensed plumber. I was assured by AWR Claims Escalation Investigator ***************************, that this would all be taken care of. I was told by AWR that I became a member on September 03, 2022 and the 30 day period was October 03, 2022, my claim was put in when I discovered the problem. Now, ** being told that this was a preexisting problem when I never had this happen to me. American Water Resources is refusing to provide any services because they saw that a lot of work would need to be done to fix the issue. On October 24, I received an email that AWR cannot process my payment and therefore it would be terminating my policy on November 14. How convenient for them to run away from their responsibility. I have tried to update my information but their website is not letting me access it. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/08/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your Oct 29 *****, correspondence regarding the complaint filed by ***********************.
  
  *********************** rejection for this complaint regarding the sewer line issue not being a pre-existing issue is invalid. He previously hired his own contractor and was advised this line would need a repair due to frequent backups. ************ called AWR to enroll in the protection program on September 3, 2022 and became effective on October 3rd, 2022. He filed his first sewer line claim with AWR on October 18, 2022. ************ has since cancelled his programs with AWR. We have spoken with ************ to explain this denial and encourage him to reach out with any other questions. AWR considers this matter closed.
  
  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: 11/08/2022

  
  Complaint: 18244042
  
  I am rejecting this response because:

  I made this complaint regarding the sewer line issue when I found the water leaking through the vent. If this problem was pre-existing then I would have contacted American Water Resources a long time ago. I became a member of American Water Resources over 3 years ago, when the *************** first introduced this insurance to the residents. Like I mentioned before, I would have never known if this was a pre-existing issue because it is below ground and I do not have the proper equipment to know this issue. I had to call Rotor ****** as an emergency alternative because American Water Resources kept hanging up the phone when my spouse and I tried to get connected to the ** office. I never made any contract for repairs and was advised by Rotor ****** that my sewer line would need a repair due to a discovered broken pipe. American Water Resources is again fabricating their own narrative and stating that ****************** said that I had frequent backups. American Water Resource is continuing to state that I was enrolled with their program on September 03, 2022, when in fact I was already enrolled with AWR for the protection program prior to September 3, 2022 and therefore this so called date that AWR has is incorrect. I believe that I am still enrolled and my claim is valid due to the effective date of October 3rd, 2022. AWR states that I filed my first sewer line claim with on October 18, 2022, which by far exceeds the 30 day claim period. Furthermore, AWR is also stating that I have since cancelled the programs with AWR, when in fact I have not and have been given a date by AWR that says my policy will be closed by November 14, 2023. AWR has spoken with me to explain their denial and when I tried to explain to AWR that this was not a pre-existing condition they stated that they would not be doing the repairs. ****, who I spoke to told me that it would not be an issue and in fact encourage me to reach out with any questions or concerns. AWR considers this matter closed because they don't want to do what they promised.
  
  American Water Resources does NOT take all consumer concerns seriously and this is why I have an issue and filed a complaint with your office. I trust that the foregoing explanation and corrections are fully responsive to the insurance's fabricated narrative and useful to you in your investigation.  Please contact me with any questions. Thank you in advance for your time and consideration.
  
  
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/18/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your November 10 *****, correspondence regarding the complaint filed by ***********************.
  
  *********************** reported a sewer line issue with AWR but the claim was denied for preexisting. ************ programs cancelled soon after that denial for non-payment. ************ called on September 3, 2022 to re-enroll however payment was not collected. He filed the claim that is currently in dispute on October 18th, 2022. AWR has offered a onetime courtesy to make a repair to the main sewer line upon receiving full payment. *** has reached out to ************ to discuss this but have been unsuccessful in speaking with him directly. We encourage him to contact AWR 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: 11/20/2022

  [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. I called AWR on Friday and enrolled back with American Water Resources and requested the confirmation information sent to my email address. I have not received the email with the enrollment policy and payment which was done using my credit card. I did receive a phone call shortly after my enrollment from American water resources and was told that the policy should be reinstated by Monday November 21 backdated to September 03, 2022.  The American water resource representative Said that my Sewer line will be repair. I accept this as a remedy to my complaint.

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

• Initial Complaint

  Date:10/18/2022

  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 had them servicing a rental property (2018 **********., ***********, ** *****). The plumbing quit working on October 2 and they came out. I didn&#**;t get a proposal from the sub contractor until Oct 12. H32**353531323437**30H Water Resource said they didn&#**;t get a proposal. They still haven&#**;t done anything about the plumbing. Every time I call them, they say they have to get with the subcontractor but the sub has already provided a proposal. I don&#**;t have a copy of the proposal, the sub set it to H32**353531323437**30H Water Resource.

  

  Business Response

  Date: 10/26/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 18, 2022, correspondence regarding the complaint filed by ****************************
  
  *************************** is enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). ******************** filed a claim for sewer line back up on October 10, 2022 and a contractor was dispatched. A proposal for the repair was sent to AWR and was rejected on October 20, 2022 due to the issue being an in home issue. The customers claim was denied because she is no longer enrolled in the In Home Plumbing Plus Program. We have advised ******************** of this denial. We encourage ******************** to reach out with any future questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:10/18/2022

  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 August 09, 2022 I mailed to American Water Resources the Annual Renewal $258.00 Citibank Money order #*********# for my Account #****** which was on the renewal Notice , Remittance form and on the money order. American water resources applied it the wrong Account #. Which is incompetence and negligence. I repeatedly called the following supervisors and left messages for ****************************** ************* who was duplicitve and deceptive. American Water Resources Renewal Notice and Remittance form had the ************************************************************************************ address and that is where I sent the Citibank Money Order for the $258.00 Confirmation Enrolment Renewal for that period of Coverage August 21, 2022 to August 20. 2023 and now three (30 months delayedxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

  

  Business Response

  Date: 10/27/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 19th, 2022, correspondence regarding the complaint filed by *****************************************
  
  **************************************** was enrolled in AWRs Exterior Water and Sewer Line Protection Program. Upon receiving the above referenced matter, **************************** contacted AWR on August 15th, 2022, to confirm the status of the renewal for the Exterior Water and Sewer Line Protection Program.During that call, it was confirmed that AWR had yet to receive the payment for the programs renewal. ***************************** called back three times on August 17th,2022 and requested confirmation of renewal and we again confirmed that we had yet to receive the payment. ***************************** contacted AWR again on September 19th,2022, for another update regarding the renewal of the Exterior Water and Sewer Line Protection Program, but AWR still had not received the payment. She confirmed at that time that her check had been cashed by her water provider in error.
  
  
  After further investigation, we confirmed that the check was inadvertently deposited by AWR's former utility affiliate, American Water,instead of being routed to AWR for handling. AWR and American Water had shared the same address previously. That error is why AWR had no record of receiving the payment. The issue has been corrected so that all payments can be mailed to an AWR-specific address. We have attempted to follow up with ***************************** to provide her with the update but were unsuccessful in speaking to her. When ***************************** did return the call, she requested for the rep that was assisting her to never call her again. 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:10/17/2022

  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.

  They double billed me on my ***** Every time I call, they have me on hold for over an hour. I have called several times.

  

  Business Response

  Date: 10/27/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 18 , 2022, correspondence regarding the complaint filed by ************************  
  
  ************************ is enrolled in AWRs Water Line, Sewer Line & In-Home Protection Programs (WLPP/SLPP/IHPP. Upon receiving the above referenced matter, Ms. ******** reached out to AWR about a duplicate charge on her account. AWR confirmed that there was a duplicate charge on Ms.******** 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 Ms. ********* We encourage Ms. ******** 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:10/17/2022

  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 enrolled in a program by American water resources To purchase a **** flow water shutoff.It was installed and working perfectly. I arranged to pay 10$/month - in yearly payments. When my second payment was due, they informed me that my credit card was expired and my account was overdue. I provided the credit card info and the did a trial charge of $1.00 I just want to pay off my balance, close the account. I have tried for 2 hours to contact them and they are incapable of accepting any payment information. I want to pay by **** and close the account and have them agree to not provide adverse credit information icon *** by **** Smart Water Shutoff ClaimsStatusEnrollment NumberPurchase-iconPurchaseCoverage-iconCoverageRenewal-iconExpirationBilling-iconBilling PaymentN/A Suspended #ENR101444224309/27/21$ ****** /MonthlyCredit Card

  

  Business Response

  Date: 10/26/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 18th, 2022, correspondence regarding the complaint filed by ************************************
  
  *********************************** was enrolled in AWRs *** by ************* Detection Program.Upon receiving the above referenced matter, ************************ called AWR and attempted to update his payment information but was unsuccessful in doing so. A representative then contacted ************************ on October 18th, 2022,and assisted the customer with resolving his matter.  We have followed up with ************************ to provide him with the update and we encourage *********************** to call with any further questions or concerns he may have regarding this matter.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *********************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 10/26/2022

  [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. The customer service response to this was very quick and professional and I would not hesitate to do business with them again.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:10/11/2022

  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 do not even know if this is a Real Business. I enrolled in their Water Line /In-Home Plumbling Protection Program through OUC. Pay Premiums through Utility Bill. When you sign up they do not ask you what kind of Pipes you have in your Home. Then you find out after paying Premiums 5 years or more down the road that that do not cover the Pipes in your home. I had a leak on 10/03/22 ******* said they do not cover these pipes. I told **** on phone that i wanted my money back because they did not ask me what kind of Pipes i had they just sign you up. she says I had 30 days to cancel. She told me they would refund Premiums even though i had 30 days to cancel and to call **************** for refund. **************** is TERRIBLE!! I was on Phone for two hours talk to about ten different people because they would put you on hold and then hang up on you. Some said they would return your call but never do. Then i told them to Cancel Programs and they Did Not want to Cancel them. Kelpt asking me why i wanted to cancel and they could give me a cheaper premium. Did not ask me anything when i sign up. i ask them what did they cover. They said Pipes from meter to house on water line and pipes inside house in-house plumbling. I do not think they should be Allowed to sign you up if your Pipes are Ineligiable at all. They should be made to ask Customers what kind of Pipes they have to save a Person from not having to Cancel or pay premiums for years and find out they do not coer Pipes.she told me ths

  

  Business Response

  Date: 10/20/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 11 , 2022, correspondence regarding the complaint filed by ***************************
  
  *************************** is enrolled in AWRs Water Line, Sewer Line & In-Home Protection Programs (WLPP/SLPP/IHPP). ****************** called AWR to report a possible leak. A contractor was dispatched for investigation and discovered customer did have a leak on a gray poly ********************** line. Customer was called and informed of denial per terms, Repairing anything caused by defective materials, such as material that has been the subject of a recall or class action litigation (e.g. polybutylene or Kitec) . Customer wasnt satisfied with AWR denial and requested to cancel services with the company. Agent did not ***** the customer request to cancel and will be sent a coaching to prevent future discrepancies such as described in this complaint. We encourage ***************** to reach out with any further questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 10/24/2022

  
  Complaint: 18166042
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/10/2022

  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.

  I paid ***** for american water resources for water line protection back in May **************** June.they sent a confirmation of enrollment.on oct.5 2022 I had a water leak in yard.I called awr and they gave me a claim clm737307.they said they would have to find a local contractor.after waiting 2 days without water I called them and they said they were still looking for a contractor.so I called a contractor myself.there are at least ******************************************************I spent ****** to fix leak.I'm 66 and on a fixed income.awr should be put out of scammer business.thank you ****

  

  Business Response

  Date: 10/19/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 11th, 2022, correspondence regarding the complaint filed by ******************************
  
  ***************************** is currently enrolled in AWRs Water Line Protection Program (WLPP). Upon receiving the above referenced matter, ******************** called AWR to file a claim on October 5th,2022, for an exterior main water line leak. Due to the delay in allocating a contractor to complete the repair, ******************* then hired his own contractor and had the repair completed. AWR is offering ******************** reimbursement for the out of pocket expense incurred for the water line repair. We have reached out to ******************** to provide him with an update regarding the reimbursement process. We encourage ******************** to call with any further questions or concerns he may have regarding this matter.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:10/08/2022

  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've been paying AWR monthly now for about six years. First service call. Water in basement from clogged line out to street. Refused to come out. Reasoning was that this was ******** and "different criteria" are involved in determining service. In other words because it's "********" we are not fixing this. I can file a claim, right. Frankly I should have known better as this was through *** DEP.

  

  Business Response

  Date: 10/17/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 10th, 2022, correspondence regarding the complaint filed by **********************************
  
  ********************************* is currently enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). Upon receiving the above referenced matter, ********************* called AWR to file a claim on October 8th,2022 for a clogged sink in the basement and was told that the issue would not be covered.********************** then hired his own contractor and had the repair completed. Upon the repair being completed, the contractor confirmed the main sewer line was clogged. AWR is offering ********************** reimbursement for the out of pocket expense incurred for the sewer line repair. We have reached out to ********************* to provide him with an update regarding this matter. We encourage ********************** to call with any further questions or concerns he may have regarding this matter.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ********************************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:10/08/2022

  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.

  We started this process in March of 2022. We have had several visits from the plumber and paid several deductibles. Each time the plumber comes out and clears the line, but says their is a break in the line that needs to be repaired. We have insurance on the outdoor and indoor lines but the company refuses to process the claim. I have paying the insurance premiums for more than 5 years. I finally got to the Claim ********, ***, but he refused to discuss it with me and then hung on me and blocked my number. we have been polite, patient and reasonable, but they have not moved this forward at all and have refused to provide us with any kind of documentation as to why they will not proceed.

  

  Business Response

  Date: 10/14/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 08, 2022, correspondence regarding the complaint filed by ****************************
  
  *************************** is enrolled AWRs Water, Sewer, and In-Home Plumbing Protection Program (WLPP, SLPP, IHPP). ******************** filed a claim for sewer line back up on September 5, 2022, and serviced was restored on September 7, 2022. The customer is requesting the sewer line be replaced to prevent future backups due to previous sewer line backups. We have advised ******************** that AWR will cannot send a contractor out without an active backup happening.Ms. Zadronzy has been advised if another back up occurs AWR will advise the contractor to camera the line to determine if there is a bigger issue and if a repair will need to be made. 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: 10/18/2022

  
  Complaint: 18186083
  
  I am rejecting this response because: The sewer is actively backing up daily and has been for months.  I have filed multiple claims and had the same contractor out each time, over the course of at least six months.  I have tried to escalate the claim but no one returns the call and there is no progress.  In addition to that, when I call in I am told there is no record of my claim.  

  The last representative I spoke with used fowl and discriminatory language, hung up on me and has refused to return a call since then.

  I have been patient, courteous and have paid multiple deductibles.  I have paid my premium loyally for years.  
  
  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/28/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your October 08, 2022 correspondence regarding the rejection filed by ***************************.
  
  *************************** is enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP).  Upon receiving the above referenced matter, we have reached out to ******************** and sent the another contractor back out to the property to conduct an investigation of the sewer line. It was determined that a repair is needed and a proposal is currently being submitted for review.  We have spoken with ******************** regarding the next steps. We will continue to work with her until this complaint 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.