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

  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

  555 E County Line Road #201 Greenwood, IN 46143

• 

  American Water Resources of Georgia

  2475 Northwinds Pkwy STE 200 Alpharetta, GA 30009

• 

  American Water Resources, LLC

  1 Perimeter Park S STE 100N PMB 10128 Birmingham, AL 35243

  

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:09/08/2022

  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 started a claim with American water resources on 6-02-22. I called on 6-02-22 to start a claim. At first they tried to deny it saying they didn't cover sewer issues but after going back and fourth they found that it is covered since I had an active backup. I didn't hear anything for a week and reached back out on 6-9-22. I was told I would hear from somebody that day and if not I could find me own contractor. I got a call later that day from a contractor but after I explained what needed done he told me he could not do the job and was given the wrong information. I reached back out and they told me to find my own contractor. I found my own contractor and got everything taken care of. I'm not sure the exact date but I had called to make sure I was still going to be reimbursed if I used my own contractor and was told yes but my claim had been marked as completed. I explained the situation and was told to use the original claim number when I go to file. On 8-22-22 I filled my reimbursement claim and was denied stating that they would not cover it unless there was an active back up. There was an active back up so I called to clear that up. I had to speak to a manager who told me I would hear back from him or the claim team within a week. I called back 9-7-22 as I still hadn't heard anything when I asked for a manager I was on hold for multiple minutes and was told they weren't available. I asked for a call back and never received one. I've called them multiple other times during this process and it's a struggle everytime. It seems like everytime I call I get ran around in circles and never get an answer. I also was charged 3 times for the same thing by mistake and I still haven't gotten refunded that money that they took from my account without my permission.

  

  Business Response

  Date: 09/16/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 12th, 2022,correspondence regarding the complaint filed by ****************************
  
  *************************** is currently enrolled in AWRs Water Line, Sewer Line, and In-Home Plumbing Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, ****************** called AWR to report a sewer line blockage after an inspection was done to sale the home. Due to AWR not being able to locate a contractor, we advised customer to hire his own contractor and submit for possible reimbursement. ****************** confirmed that his contractor cleared the line due to a clog. ****************** then confirmed that his sewer line had to be reconnected to the city main, which is not something that AWR would have covered under the terms and conditions of the sewer line protection program. AWR is only offering to reimburse customer for the clearing of the line, as we would have considered the matter resolved if our own contractor were able to clear the line as well.
  
  AWR spoke with ****************** to provide an update regarding reimbursement. Per AWRS terms and conditions, AWR will not cover the following: Repairing anything required by any local, state, or federal agency inspection, unless otherwise covered by this agreement, updating any non-leaking, non-broken or free-flowing section of Your Sewer Line to meet code, law or ordinance requirements, moving any non-blocked section of Your Sewer Line, or Updating Your Sewer Line to meet code, law or ordinance requirements. We encourage ****************** to contact AWR if he has any additional questions or concerns. 
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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.

  Paid ****** for the 12 month contract. #CLM702091, submitted on 6/22/22. It shows was closed on 7/07/22 for a slow running basement drain. They sent Roto-Rooter to perform the service. I received a bill for ****** from Roto-Rooter. I called American Water Resources and advised them of tbe ********** received. I was advised that the invoice had been approved and the bill was paid. I received a 2nd bill in August. I was assured that the bill would be taken care of. I received a 3rd bill on September 7, 2022 requesting payment.

  

  Business Response

  Date: 09/16/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 12, 2022, correspondence regarding the complaint filed by *************************
  
  ************************* is enrolled in AWRs Water, Sewer & In-Home Protection Program (WLPP/SLPP/IHPP). **************** called AWR to advise of possible drain clog. Awr dispatched a licensed contractor to investigate. AWR contractor was able to restore service to the customer drain lines. Shortly after Unfortunately, our contractor sent the invoice to the customer requesting payment in which it should have been sent to AWR for payment. We have contacted the contractor and instructed them to send any unpaid invoices to AWR following the proper procedure. 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.Tell us why here...

• Initial Complaint

  Date:09/02/2022

  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.

  When it's an "emergency", there's no specific time they will get there. Yes, they will answer calls 24/7 but it won't get you service. I believe I had an emergency because I couldn't use the water in my house but they messed up with sending the first company the right paperwork therefore further delaying someone coming out to you even though I was told my claim would be on "high priority". I wouldn't have seen someone in TWO days but I found out BY MYSELF that the plumber company was TWO HOURS away from me further delaying fixing my plumbing issue. I had to call MULTIPLE times just for one person to finally get me a plumber closer to my house. Then you have to wait AT LEAST another day before any work is done because THEY have to approve it. How ridiculous is it that I had to take a shower outside my house and drive elsewhere to use the bathroom until they decide when to help you. (Yes, I could've gotten a hotel but I waited for home insurance to approve hotel reimbursement PLUS I have dogs to take care of. This all requires coordination and you have to work with what you got). By the way, they won't call you to tell you they won't fix it and neither will they give you a paper trail to tell you why they denied your claim. It's really to protect themselves because they're not looking out for your best interest, just your monthly payment. THE CUSTOMER SERVICE IS HORRENDOUS! The probability of getting someone who's nice enough to help you is slim and general. I had two workers hang up on me; One of them LAUGHED at me prior to hanging up on me. The first one hung up on me when I was trying to get help to find a plumber closer to my house and the second person hung up on me because I wanted to speak to a manager/supervisor to voice my concerns. When I asked to speak to a supervisor/manager MULTIPLE TIMES, I was told "I will email them to call you back" or "supervisor is in a meeting". I have yet to have someone call me...

  

  Business Response

  Date: 09/12/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 6, 2022, correspondence regarding the rejection filed by ***********************  
  
  *********************** is enrolled in AWRs Water Line , Sewer Line & In-home Protection Program (WLPP/SLPP/IHPP). **************** called AWR to advise of a possible sewer backup as drains were flowing slowly. AWR dispatched a licensed contractor to investigate in which it was found that customer has a 2 drain line leaking underneath the home. AWR has reached out to customer to explain the claim will be denied per terms, repairing any leak or break of your drainage system if there is no clog or blockage. **************** stated she was not satisfied with this information and requested to speak with a supervisor. *** has reached out to discuss this denial but unfortunately we have not been able to speak directly with ****************. We encourage her to call 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: 09/12/2022

  
  Complaint: 17900843
  
  I am rejecting this response because:

  I have tried calling back and have received again the run around when I call the numbers given to me. I call back and noticed that AWR calls conveniently around the time they close and I have to wait again another day to call back. I also work and cannot pick up calls. Also conveniently, AWR only tries to inform me when I file an official complaint with the BBB and leave bad reviews. The company has multiple complaints regarding the same issue with delay in services and poor customer service. 

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

  

  Business Response

  Date: 09/21/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 6, 2022, correspondence regarding the rejection filed by ***********************  
  
  *********************** is enrolled in AWRs Water Line , Sewer Line & In-home Protection Program (WLPP/SLPP/IHPP). **************** called AWR to advise of a possible sewer backup as drains were flowing slowly. AWR dispatched a licensed contractor to investigate in which it was found that customer has a 2 drain line leaking underneath the home. After learning of the denied claim customer requested to voice her dissatisfaction with the experience that she had with AWR. AWR apologizes for the lack of urgency and sympathy for her situation. **************** expressed she had a hard time getting through to a agent and nor was she made aware of the denial per the terms and conditions. *************** was informed that her calls will be reviewed and coaching will be sent in areas of concern to all agents. We encourage **************** to contact AWR with any additional questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused *********************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 09/23/2022

  
  Complaint: 17900843
  
  I am rejecting this response because:
  

  Simply investigating these phone calls and what it sounds like, giving these workers a "slap on the hand" for being rude, doesn't help the treatment I was given. Here's a list of my phone log (I assume a handful of logs are missing)

   

  08/29 (PST)

  0856 and ****: Verify coverage

  1359: Verify coverage and correct claim to ensure it's covered

  1732: Following up on getting a plumber. I was already told my claim was classified as "high-priority"

  1757: Received a voicemail "In regards to a contractor, a contractor is being assigned so Select Trenchless did give us a call to confirm they are going to be accepting your claim so all they're waiting on is for the work order to be sent over to them. It should get sent within 20 minutes. You may hear from them in regards to scheduling by tonight, within the next hour, or by tomorrow morning. Please give us a call if not heard from them"

  1854: Verified information from the voicemail and I was told that if I don't get a hold of a contractor within 24 hours of my claim, I can get my own contractor and I can be reimbursed.

  No contractor or phone call from contractor within the hour or later that night.

   

  08/30
  

  0654: Following up regarding the plumber. I was told someone will contact me.

  1303: Still no plumber. I was told that the other person who told me this information regarding my 24 hour claim was a "liar". I was also told "It can take **** days" before I can get my own plumber. Highly frustrated after hearing this as I again told my current situation.

  *Called Select Trenchless. The company told me that they didn't receive my claim until later on that night instead of the 20 minutes I was told. Then found out this company is two hours away from my city. They can't come in this day because it requires coordination to come to my city.

  1357: Called to find another contractor to see if there's a company closer. I was told no and that I have to wait. Worker hangs up on me.

  1358/1431: Explained my situation again and worker hangs up on me.

  Called ****, ****, ****, ****: No assistance until finally someone gets me a contractor that's based in my city. This company is 20 minutes away from my house versus the 2 hours.

   

  08/31
  

  1240, ****, ****: Wanting to voice my concerns regarding the situation. I was told a supervisor was going to receive an email and a supervisor will give me call back. I was also told "supervisor is in a meeting" multiple times
  

  No call back.

   

  09/01
  
  0912: Called trying to reach a supervisor. ***** answered. After speaking with MULTIPLE people in regards to getting a supervisor, ***** wanted to hear the story. I told him I do not want to further waste my time as I have been trying to get a supervisor. He lacks customer service, lacks both empathy and sympathy. ***** presented sarcastic and made it seem like the situation was a laughing matter. His tone of voice and responses towards me were very dismissive. He would not assist with talking to someone higher up. ***** hangs up on me.

  0918: ***** picks up again. I was furiated he hangs up on me. He tells me that "I didn't want to waste your time" which is the reason he hangs up on me. He then proceeds to ask what I want and I said to speak with a supervisor and some kind of compensation with the way I'm being treated and the difficulties I've had with this company. ***** then laughs, states "You're not getting any compensation", and hangs up on me.

  0925: Called again and crying. Telling the staff member why is it that none of you want to help me. Transfers me to the "California Department" and states she will "email the supervisor" and I will get a call back.

  1025: Called the California department. No assistance. Phone call dropped.

  1043: I was told I was going to get transferred to the California Department. I am unable to get transferred.

  I have called again multiple times after this. After multiple days, I was advised by a lawyer to write complaints to get a response from the company. After filing complaints on various websites and through the BBB, I FINALLY got someone to call me back. However, I work 12 hours so when I call back the number received, the process is then repeated. No assistance. Someone from the escalation department calls me and we are now playing phone tag. It's been almost a month now and still doing the same thing. Awaiting an actual appropriate response to this situation as this was the most ridiculous experience I've experienced thusfar with dealing with a company.
  

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

• Initial Complaint

  Date:09/01/2022

  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 have insurance w/them. I had a sewage leak in my finished basement. Sewage was coming from my drain & even into my laundry sink. I could not turn on the water or more sewage came up. I called them cause it was covered. The 1st girl was horrible. She said I may have to wait 24 to 48 hrs for their person to come out. I said I can't wait. She hung up on me. Called back 2nd girl better I said my heater and air guy called their person to come over with the electric snake. She was trying to call to see how long before their person could come. Waited 10 min then got disconnected with not call back. At that time the man came w/the electric snake and even cleaned my basement with the sewage. I wrote them to complain. I have the email. They said they would put it in appeal and I would hear from . I wanted reimbursement stating it was an emergency and I could not wait 24 to 48 hrs when they could not give me a time or when their person may come. I sent all photos etc. I have never heard from them. I looked on line and saw they often refuse to pay their claims. I had to pay $250 and they said they would not reimburse me! I would have used their person if they gave me when he could come. I have the correspondence . I can forward their email. I have photos I sent them and the receipt also.

  

  Business Response

  Date: 09/12/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 1, 2022, correspondence regarding the complaint filed by *********************************.
  
  ********************************* is currently enrolled in AWRs Water Line And Sewer Line Protection Program (WLPP/SLPP). ************************ called in to file a sewer line claim on March 3, 2022 for a backup in the basement floor drain.************************ stated that the call dropped twice and she was unable to file a claim. ************************ then contacted a licensed contractor to have her sewer cleared. As a one-time courtesy AWR offered to reimburse ************************ for the sewer line cleaning. We have reached out to discuss the settlement process with ************************. We encourage her to call with any further questions or concerns. 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: 09/12/2022

  [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,
  
  *********************************

  They stated they will pay me back this one time.  I am hoping they do so.  They want a copy of my check, and my bank statement and receipt.  I did try to send it. I hope they will pay.  Should they not, will be reaching out again.

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising 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.

  We just got served a notice that they shut off the water at our house. The reason was because we were one month behind on our bill which we had no idea, they said they left voicemails letting us know, and yet every voicemail we've received from this company had no message! I have 4 kids and they're telling us we can't have the water turned back until tomorrow. It is truly criminal these water companies run a monopoly and have no interest in truly serving its customers. If i had an option to switch water companies i would do it in a heart beat.

  

  Business Response

  Date: 09/01/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 1 , 2022, correspondence regarding the complaint filed by *********************
  
  ********************* is not enrolled in any protection programs with AWR. His complaint is regarding water being shut off due to a delinquent water bill. AWR attempted to call the customer to inform him that his attention were to reach American Water the *************** not AWR. We encourage Mr. **** to contact AWR for all 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: 09/01/2022

  [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 apologize to have written a complaint to the wrong company.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/31/2022

  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.

  Date of Transaction: 06/14/22 & 08/25/22.I have been a customer since 2019. I was charged $95.76 on automatic payments on 06/14/22 for my renewal. I received an email in August stating I am no longer protected. I received a credit back of $95.76 on 08/25/22. I called AWR and they said there was a glitch in their system and I was charged the wrong amount. The current rate is $118.68 that I need to pay and be set up as a new customer. They said they are doing me a favor and waiving the 30 day waiting period, but I will be set up as new and have to pay $118.68. This is absurd! They cancelled me to make my re-sign up to pay more money without any notice or warning??? I made 3 phone calls totaling almost 3 hours to try to get this resolved without any success.

  

  Business Response

  Date: 09/06/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your September 1st, 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, it was confirmed that **************** called AWR on August 19th, 2022 to inquire about the price and renewal of her protection plan. ***************** was charged the incorrect price on June 14th, 2022 for the renewal of her protection program but was refunded on August 25th, 2022. We have spoken to ***************** and she confirmed that the refund was credited and the correct amount has now been paid. We encourage ***************** to contact AWR if she has any additional questions or concerns.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation.  Please contact me with any questions. Thank you for your time and consideration

• Initial Complaint

  Date:08/30/2022

  Type:Delivery 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.

  A claim was open with American Water Resources on 8/30/2019 at 7:16 a.m EST. I started a live chat with *** at 1:15 p.m. EST on the same day and was told via live chat to call Drain Doctors, the contractor who they work with in the area, since the work order had been processed. When I spoke to Drain Doctors, I was told that they had not received anything from *** and to tell the warranty company that they are not a contracted contractor. I followed up with another live chat with *** and was told several conflicting things, including that the contractor had received the claim, the claim was still being processed and that the contractor had not accepted the claim.During the call, I reached out directly to the contractor and he informed me that the claim had not been received. While the *** terms and condition statement doesn't guarantee work time, this is a significant issue. I could have hired a contractor to come to my house and address the situation. After 9 hours, the contractor has not been contacted, I have spent over an hour of my day communicating with ***. From the live chat at 4 p.m. EST (text is from the *** agent ******):Usually the call is expected because until the contractor processes the order with the data he can call you to schedule the appointment.I understand the frustration. However, as explained before, we must wait for the order to reach the contractor and call you back.The application takes some time to be processed. We must wait for the request to reach you.My apologies **************. I see that the order was dispatched but has not been taken confirmed by the contractor. We understand that the process can be confusing for you. However, you will be taken care of once it is your turn. The contractor should give you a callback.Thank you for your time. You are welcome. I see that a contractor was successfully assigned, we must wait for the call to assign the appointment depending on availability.

  

  Business Response

  Date: 08/31/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 30, 2022 correspondence regarding the complaint filed by ***************************.
  
  *************************** is enrolled in AWRs In-Home Plumbing Protection (IHPP), Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP). ************** called to report a backup on the main sewer line. A claim was established and customer has been serviced. Upon receiving the above referenced matter, we have confirmed that ************** is not experiencing any other issues. We encourage ************** to contact us if he 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.

  Customer Answer

  Date: 08/31/2022

  
  Complaint: 17799910
  
  I am rejecting this response because: The issue was not with the end result, but the process of opening a claim.
  
  The contractor they dispatched to my house confirmed that he did not receive the claim until 4:58 p.m. on Wednesday, August 30, over 9 hours after the claim was originally opened with AWR and 4 hours after I was told to contact the contractor. This was after AWR told me the claim had been submitted at 1 p.m., 3 p.m. and again at 4 p.m. It required multiple communications to get the claim correctly filed and sent to the contractor. 
  
  This is not the first time this has happened. It was explained to me that AWR is an emergency services provider, but I spent a documented 90+ minutes working through their process and was given invalid information along the way. The person who contacted me from AWR said that she would review calls and chat logs and provide instruction where necessary. If this was a failure with one person, I'd understand, but this included touch points with at least 4 people throughout the day. 

  I asked for guidance on how to better direct the situation in the future. That was not provided. My hope is that AWR can clearly state on their website and documentaiton the process for filing a claim, expectations for communication and tie this into their terms of service. There currently is no transparancy on how a claim is being processed. Their terms of service clearly state that they are not liable for any failures on their end, with all responsibility being put on the customer. 

   

  
  

  

  Business Response

  Date: 09/01/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 30,2022 correspondence regarding the complaint filed by ***************************.
  
  *************************** is enrolled in AWRs In-Home Plumbing Protection (IHPP), Water Line Protection Program (WLPP) and Sewer Line Protection Program (SLPP). ************** called to report a backup on the main sewer line. A claim was established and customer has been serviced. Upon receiving the above referenced matter, we have confirmed that ************** is not experiencing any other issues. We have sent out appropriate coaching and actions for agents to follow. We encourage ************** to contact us if he 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.

• Initial Complaint

  Date:08/30/2022

  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.

  August 2022 I contacted American Water Resources concerning a water heater issue. Eventually a plumber went out and reported a new water heater was needed and a proposal was sent to American Water Resources. After not hearing from AWR for over a week, I contracted and paid to have my own plumber to replace the water heater. I continued to reach out to AWR to no avail. Finally, on August 24, 2022 I was able to reach a supervisor and was instructed to email paid receipts....I did. I was told once the paid receipts were received.. a check in the amount of $1,000 (my policy limit for the water heater will be mailed). This have not happened. I spoke to someone in the claims department today, August 30, 2022 and was told I was given misinformation and it will be a LONG process, pending approval, before the $1,000 policy limit would be given out.I have 7 rental properties with this company and it always seems to be an issue when it comes to taking care of a claim. Please note: I rarely submit claims but are when I do, there is ALWAYS an issue.Please help me get my reimbursement check of $1,000. that is due me.Respectfully submitted,*******************

  

  Business Response

  Date: 09/06/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 30, 2022, correspondence regarding the complaint filed by *******************
  
  ******************* is enrolled in AWRs Water Heater Protection Program. ************ called AWR to report a possible issue with her water heater.Upon investigation from AWR contractor it was determined that a installation of a water heater would be required. AWR contractor proposed amount for this unit and installation exceeded the customer protection limit. A new claim was set up to reimburse ************ the full amount of her water heater protection limit after the cost to date. Unfortunately, ************ was not advised of this at the time so she hired her own contractor to make the repair. AWR will continue to work with ************ until she receives the reimbursement check. We encourage *********** to contact AWR for all 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: 09/06/2022

  [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:08/29/2022

  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.

  In May, 2022, I received a large water bill for April, 2022. Normally my bill with 2 people in the house is $19.00 to $24.00. My husband passed away April 8, 2022-so now just 1 person in house. Since May I have paid ******** American Water close to $400.00!!! Last week I paid the bill for July, 2022 $109.92 for 1 person for 1 month--said I used ****** gallons!!!!!!!! I keep getting the run around from this company. They say they cannot find anyone to repair my water leak for what they want to pay. They first sent RotoRooter out & they estimated $8,000.00. AWR said NO-too much, they only will pay up to $5,000.00. I'm 80 years old and Social Security is my only income, I cannot afford to keep paying these Huge water bills!!!!!! As of August 8, 2022, they advised me to find a Plumber on my own & pay *********** would reimburse me...They supposedly sent me an email with attachment to sign a Waiver, etc.. My printer has been out of order, which I told them to mail the papers to me by the PostOffice! As of today (08/29/2022) I still have not got the papers in the mail!!!!!!!! So I emailed their message with the attachment to a ************* have a printed copy. It of course, says that I cannot do anything at all to repair until they receive my signed Waiver!!!!!! I have already paid $600.00 for a minor repair & today discover that I still have a Huge Leak!!!!!!!!!!! I have found a plumber that will do the job for a considerably lower amount than RotoRooter. However, how can he repair if he has to take pictures, etc., etc., before he starts digging?????????????? I'm going to sign the Waiver & take a picture of it with my ************* to them. This company does not do what they are getting paid to do. Can you please help me? Thanks, I remain:***************************** ************************************************************************** email: ****************************

  

  Business Response

  Date: 09/08/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 29, 2022, correspondence regarding the complaint filed by ******************************
  
  ***************************** is enrolled in AWRs Water & Sewer Line Protection Program (WLPP/SLPP). ******************** filed a water line claim on July 20, 2022. There was a delay in contractor allocation in which AWR advised ******************** to hire her own contractor and submit for possible reimbursement. 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 with ********************. We encourage her to call with any further questions. We will continue to work directly with ******************** to resolve this matter.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions.Thank you for your time and consideration.

  Customer Answer

  Date: 09/08/2022

  
  Complaint: 17794197
  
  I am rejecting this response because:
  
  

  This is the reason we pay for insurance:  To take care of **************** The repair that has been done, is not finished.  The contractor will be back 09/ 13, to dig up my yard & find the Big Leak to repair!!!  Water company said I used ****** gallons in July, I'm waiting now on August bill.  I paid $600.00 for the first repair, now I will have to try & get around $2,500.00 to pay for this BIG REPAIR!!!  I'm 80 years old & all I have for income is my social security, which cannot cover this.  My husbanc & I have had this insurance for several years and been happy with them. (He passed away 04/08/2022).  I really believe that this company is not honoring what I have paid for.  Please Help.

   

   

   

   

   

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

  

  Business Response

  Date: 09/16/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 29, 2022, correspondence regarding the complaint filed by ******************************
  
  ***************************** is enrolled in AWRs Water & Sewer Line Protection Program (WLPP/SLPP). ******************** filed a water line claim on July 20, 2022. There was a delay in contractor allocation in which AWR advised ******************* to hire her own contractor and submit for possible reimbursement. We are working to reimburse ******************** for the cost she paid to have her water line repaired. ******************** is in the process of sending in her receipts. We encourage her to call with any further questions. We will continue to work directly with ******************** to resolve this matter.
  
  AWR takes all consumer concerns seriously and we regret that this issue caused ***************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.

  Customer Answer

  Date: 09/20/2022

  [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.
  
  Regards,
  
  *****************************

  ******* of American Water Resources is working to get the dollar amounts of the repair for me.  I will be completely satisfied when I receive all the money--$2,600.00!!!  Thanks so much.

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

• Initial Complaint

  Date:08/29/2022

  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 to add sewer line protection tomy water line protection They said it was all set They billed me the old contract of $8.50 and the new contract of $12.50 I called to get it fixed at which point I was told I had no coverage at all Afer an hour and multiple people transferred to I was told I would be refunded I told them to just cancel everything which was on August 16,2022 On Aug 23, 2022 they took money out of my checking account again I called three times on Aug 29, 2022 as first representitave hung up, the second said she eas not authorized to take my ******* third hold for 15 minutes soI hung up They now owe me $32.50 and need to stop taking money out of my account

  

  Business Response

  Date: 09/06/2022

  American Water Resources (AWR) appreciates the opportunity to respond to your August 30th, 2022, correspondence regarding the complaint filed by ************************************
  
  *********************************** was enrolled in AWRs Water and Sewer Line Protection Programs (WLPP/SLPP). Upon receiving the above referenced matter, ********************** reached out to AWR to add additional coverage to her account. ********************** then reached back out to AWR to inquire about a duplicate charge. AWR confirmed that there was not a duplicate charge and as a courtesy to **********************, AWR processed a one-time refund back to the customer. We have reached out to provide an update to *********************** and confirm that the matter has been resolved. 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.