Business Profile

Water and Sewer Line Protection

American Water Resources, LLC

Headquarters

Complaints

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

Customer Complaints Summary

1,179 total complaints in the last 3 years.
418 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/25/2022
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 have water line and sewer protection plan with American water resourses. On thur.08/17/22 i had aleak on my water main after the meter.I probally called american water resourses 30 times.One contractor came out on thur. and said the leak was water company responsibility .So i called water *** and they said after the meter is my responsibility. The leak is after the meter.Im getting the run around fron the protection people.today is 08/25/22 and no fathe rnow they i was last week. People tell me they will call me back and that never happens.They tell *** suppervisor is coming out to check the problem and that do happen.I need your help please. American water resourses in ****
Business Response
Date: 09/01/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 26th, 2022, correspondence regarding the complaint filed by ******************************

***************************** is enrolled in AWRs Water, Sewer, and In-Home Plumbing Protection Programs (WLPP/SLPP/IHPP). ****************** filed a water line claim. The repair was initially confirmed to be the responsibility of ************ American Water. ****************** then contacted his water provider and was directed back to AWR to file a claim for the repair. After further investigation between AWR and ************ American Water, AWR agreed to complete the repair on behalf of the customers water provider. We have reached out to provide an update to ****************** and confirmed the scheduled repair date. We encourage ***************** to call with any further questions or concerns he may have regarding this matter. 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: 09/09/2022

Complaint: 17775399

I am rejecting this response because:on 08/17/22 I put a claim on mine Protection program with American Water Resourses for a leak on my water main after the meter witch should be covered.On 08/18/22 ******* plumbering contract come out and look at the problem and said they be be back on friday but never came.Caled The contractor and aamericam water resourse and they said it was water co. problem.Call the water co.and said it was my proble. Got the run around all week and nothing got done.On 08/30/22 ******* and ****** come out and look at the problem and had too order part no update on part called both parties and got run around.It been 22 days and no project is still the same as day one.Call all parties and still not done. Thank You *****************************

Regards,

*****************************
Business Response
Date: 09/16/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 25th, 2022, correspondence regarding the complaint filed by ******************************

***************************** is enrolled in the Water Line, Sewer Line, and In-Home Plumbing Protection Programs (WLPP/SLPP/IHPP). ****************** filed a water line claim on August 23rd, 2022; however, the repair was initially confirmed to be the responsibility of ************ American Water. ****************** then contacted his water provider and was directed back to AWR to file a claim for the repair.After further investigation between AWR and ************ American Water, AWR agreed to complete the repair on behalf of the customers water provider. ***************** rejected the initial response due to the delay in providing temporary relief for the water line leak. We have reached out to ****************** to provide an update and confirmed that AWR will provide a temporary repair until the ordered part arrives. We encourage ****************** to call with any further questions or concerns he may have regarding this matter. 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: 09/19/2022

Complaint: 17775399

I am rejecting this response because:

First of all the complaint was filed on 08/17/22 And i never rejected a temporary fix.**** told two week ago they were doing a temporary fix and nothing was done. This weekend Rippian ****** called and someone will be out the 08/21 or08/22 to do atemporary fix. They tell me the part to fix it ****** is back order for 4months
Regards,

*****************************
Business Response
Date: 09/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 25th, 2022, correspondence regarding the complaint filed by ******************************

***************************** is enrolled in the Water Line, Sewer Line, and In-Home Plumbing Protection Programs (WLPP/SLPP/IHPP). ****************** filed a water line claim on August 23rd, 2022; however, the repair was initially confirmed to be the responsibility of ************ American Water. ****************** then contacted his water provider and was directed back to AWR to file a claim for the repair.After further investigation between AWR and ************ American Water, AWR agreed to complete the repair on behalf of the customers water provider. ***************** rejected the second response due to the delay in providing temporary relief for the water line leak. Temporary relief was provided on September 25th,2022, and ****************** reached out to AWR to confirm the temporary repair has been completed until the ordered part arrives. We encourage ****************** to call with any further questions or concerns he may have regarding this matter. We will continue to work directly with ****************** to completely 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
Initial Complaint
Date:08/24/2022
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 cant actually talk to anyone that can help, they either transfer me where someone picks up the line and I can hear talking and ** saying hello hello and then I hang up or it goes straight to customer survey. I have an outlet that has green coming out of it and need it checked. I will have to call an electrician as I cant get anyone here. I want to cancel my accts with this company ( I have 3) and they supposedly transferred me to " retention " and again no one answered just wanted a customer survey which of course I gave completely unsatisfied. I have spent about 2 hours calling over and over. I want a refund of my premiums. I can see what kind of company this is. I believe I was scammed
Business Response
Date: 09/01/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 25, 2022 correspondence regarding the complaint filed by ******* (*******) Bye.

********************* is currently enrolled in AWRs Water Line, Sewer Line, and In- Home Emergency Program (WLPP/SLPP/IHPP), the Gas Line Protection Program, and ***************** Protection Program. ********** contacted AWR to report an issue with a outlet in her home. ************ claim was denied due to miscommunication which resulted in her wanting to cancel all protection programs with AWR. I have spoken with **********, apologized for the misunderstanding and established an electrical claim to dispatch a contractor to go out and investigate. We will continue to work with ********** to resolve this matter.

AWR takes all consumer concerns seriously and we regret that this issue caused ******* (*******) Bye 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:08/22/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my house a year ago, and I am receiving mail from American Water Resources addressed to the previous owner. I have called and talked to a few different representatives from American Water Resources and all of them have been unable to help stop sending physical mail to my address because I dont have the previous owners' account information. I do not have the previous owners contact information either.I think this is an unfortunate circumstance, because if there is anything sensitive in the mail, it isn't secure and it isn't being delivered to the proper person.
Business Response
Date: 08/23/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 22, 2022 correspondence regarding the complaint filed by ****************************

*************************** is not enrolled in AWRs program. ******************** filed a complaint because he is the new homeowner and he is receiving mailers in the previous homeowners name. I have located the previous homeowners account and opted out of mail correspondence. We have reached out to ******************** and advised him of this. We encourage him to reach out to AWR for all questions and concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Initial Complaint
Date:08/22/2022
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 water and sewer protection program from AWR in 2015 and have been paying a monthly premium of $13.00 ever since. I called July 13, 2022 to increase my coverage for in home plumbing also but I was informed that my contract was cancelled on 3-24-2017. Never got a cancellation notice and have been paying a premium every month to PAWC. I have been calling AWR since 7-13-22 and they told me I had to call PAWC and they would E-mail them explaining the situation. When I called PAWC they said I had to call AWR so all I got was just a run around (back and forth) or I was put on hold or someone would call me back, no call back ever. I continued to call both places 7-15-22, 7-19,7-22,7-26, and ****. On **** AWR informed me the refund was under process on 7-24-22 and would take at least a week to receive. Never receive anything not even a phone call.I have been paying $13.00 a month for coverage I don't even have. PAWC is still charging me on my monthly bill. I deducted the $13.00 from may last month water bill and now they tell me I am past due the $13.00 on my AWR coverage, which I don't have. How do I get this resolved and get reimbursed for the past 5 1/2 years of noncoverage and how do I get PAWC to discontinue billing me for the protection coverage.Thank you if you can help.
Business Response
Date: 08/30/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 23, 2022, correspondence regarding the complaint filed by ****************************

*************************** was enrolled in AWRs Water and Sewer Line Protection Program (WLPP/SLPP). Upon receiving the above referenced matter, it was confirmed on March 24, 2017, that **************** reached out to AWR and requested to cancel the Exterior Water and Sewer Line Protection Program,however **************** was still being billed after requesting to cancel. AWR has refunded all money due to **************** that has been sent via check. This matter has now been resolved and we have spoken to **************** regarding his concerns and provided him with the updated information. 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.
Customer Answer
Date: 08/31/2022
[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:08/19/2022
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 I signed up for water line protection I gave them my address and they said I was protected and they took my payment. Now that I need a repair they said my address isn't protected. Two different people told me my water line from my well to my house was protected.
Business Response
Date: 08/29/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 19, 2022, correspondence regarding the complaint filed by *****************************

***************************** was enrolled in AWRs Water Line Protection Program. ***************************** contacted AWR to enroll in the Water Line Protection Program (****) and advised rep he did indeed have a well. Unfortunately, he is ineligible to be enrolled in the **** because he has a well system. ******************* has been cancelled out of the protection program and will be refunded all payments for enrollment into the Water Line Protection Program (****). *** has made multiple attempts to speak with ******************** but we have been unsuccessful in speaking with him directly. 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
Initial Complaint
Date:08/15/2022
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 hold a service policy with American Water Resources. I filed a claim on 8/2 for an active water line leak. It is still not repaired and I am receiving the impression that they do not intend to approve any repairs. I have called daily for 2 weeks, asked to escalate and expedite the case and have asked to speak to a manager at least 5 times. My water line continues to actively leak and increase my water bill substantially. The service contractor (which they chose) failed to submit the report through the appropriate method, It took an entire week for the proposal to be submitted but was denied. The contractor told me that AWR has never approved a large proposal from them. Additionally, while filing my claim the agent noted that we were paying separately for 3 different plans and offered to bundle payments. I asked if we would keep our exact same plans and he said yes, it was just bunding the payments for the existing plans that we had. Plans that I had when I called were: Unlimited Water Line protection, Unlimited Sewer, and in home plumbing. I have since been told that this reduced our coverage from unlimited to $5,000 in coverage. I did NOT authorize a change in my plan/coverage. I have gotten nowhere trying to call or email American Water Resources.
Business Response
Date: 08/24/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Water and Sewer Line Protection Programs. **************** called AWR to file a claim for an issue with her main water line. A contractor was dispatched to investigate in which it was determined a repair would be required. Due to the significance of this repair and cost a written report, photos, diagram and cost break down was required from the contractor to be approved. AWR has requested the proposal from the contractor to submit for reviewed and expedited. AWR has reached out to the customer to apologize for lack of communication. We will continue to work with **************** until her service has been restored and encourage her to reach out with any future 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: 08/29/2022

Complaint: 17717871

I am rejecting this response because:
Almost 1 month later the repairs still not have been made. The contractor chosen by AWR had to submit 3 proposals before AWR accepted the 3rd proposal. In order to the final proposal to be approved, I had to take my own photos and draw my own diagrams and submit to the contractor for the contractor to submit with the proposal. Even after the proposal was approved the contractor was not available until a week a half later- for an actively leaking water line.
I asked numerous times to speak to a manager or to have my complaint escalated. I was told I would be "put in the queue" for a manager to call me and it never happened. I had to file a complaint with my state's ************************* before someone from the escalation department contacted me.

I filed my claim on 8/2 and my issue is still not resolved. AWR continues to blame the contractor who was selected by them.

Regards,

*************************
Business Response
Date: 09/06/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Water and Sewer Line Protection Programs. **************** called AWR to report an issue with her main water line. A contractor was dispatched to investigate in which it was determined a repair would need to be done. Due to the significance of this repair and cost a written report, photos, diagram and cost break down was required from the contractor to be approved. AWR has since reviewed the report and approved for repair to be completed. **************** is aware the contractor is still working to locate the leak to make a repair. We will continue to work with **************** until her service has been restored and encourage her to reach out with any future 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: 09/07/2022

Complaint: 17717871

I am rejecting this response because:
AWR is still neglecting to address several issues central to the problem:

It took 3 weeks for the contractor to get a proposal approved (including 3 submission and photos and drawings submitted by me instead of them)
Their continual blame of the contractor, who was chosen by AWR
Their refusal to allow me to speak to a manager, despite being told that someone would contact me within 24 hours multiple times
We are on day 36 of an ongoing leak which will result in an exorbitant water bill due to their delays

Regards,

*************************
Business Response
Date: 09/16/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the rejection filed by *************************

************************* is enrolled in AWRs Water and Sewer Line Protection Programs. **************** called AWR to report an issue with her main water line. A contractor was dispatched to investigate in which it was determined a repair is needed. Due to delays and repairs not being completed in a timely manner, **************** called AWR to voice concerns about the contractor and possible high water bill due to leak on property going unfixed. AWR has made our best effort to communicate the concerns with the contractor and have requested the repair date be scheduled soon. We will continue to work with *************** until her water line has been repaired and encourage her to reach out with any future 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: 09/17/2022

Complaint: 17717871

I am rejecting this response because:

I feel that I need to leave this complaint open until our issue is actually addressed. The claim was filed on 8/2. The contractor did not begin the actual work in the approved proposal until 9/1. They were present at our property on 9/1 and 9/2 and have not been back since. After they left on 9/2 they never contacted me again to let me know the status or when they would be back. I have had to contact them multiple times to get updates. On ,Monday 9/12 I was told they needed to bring equipment out but it was not available but they would be out toward the end of the week. On Thursday 9/15 I had to call them again and they said they would not in fact be out this week. I am unclear if they will be out next week because they mentioned something about equipment or vehicles that needed repairs. Our last water bill was estimated with the meter not read but I anticipate it being significant once the actual meter reading is done. We are experiencing low water pressure in our home. Additionally the digging that they did on 9/1 and 9/2 is causing drainage issues on our private road, as this work was left unfinished.

Regards,

*************************
Business Response
Date: 09/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Water and Sewer Line Protection Programs. **************** called AWR to report an issue with her main water line. A contractor was dispatched to investigate in which it was determined a repair is needed. Contractor has since been approved and dispatched to restore service of customer ********************** line. In the process of restoring service a new leak was located by the contractor. Contractor has communicated the newly discovered leak with Awr and customer and a new proposal is scheduled for review. We will continue to work with **************** until her water line has been repaired and we will review ******************* utility water bill once received for a possible reimbursement, we encourage her to reach out with any future concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused ************************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Customer Answer
Date: 11/04/2022

Complaint: 17717871

I am rejecting this response because:

I have yet to hear directly from AWR. The contractor is claiming a new leak while I am not convinced that the original leak was adequately fixed. In the meantime I have $1500 in water bill overages that are mainly due to 1) their delay in fixing the leak 2) a line burst caused by the contractor while working on the line

Regards,

*************************
Business Response
Date: 11/11/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 15, 2022, correspondence regarding the complaint filed by *************************

************************* is enrolled in AWRs Water and Sewer Line Protection Programs. **************** called AWR to report an issue with her main water line. A contractor was dispatched to investigate in which a repair was approved, and service restored. **************** has expressed concerns about having a high-water bill. AWR has agreed to offer a onetime reimbursement to cover the cost of the excessive water usage due to the leak. **************** has been advised to send in copies of her previous and current water bill for a final decision on the reimbursement amount. We will continue to work with **************** regarding her reimbursement and encourage her to reach out with any ***************.

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: 11/16/2022

Complaint: 17717871

I am rejecting this response because:
I appreciate the efforts toward resolving my issue but cannot accept the response until the issue is fully resolved.

Regards,

*************************
Initial Complaint
Date:08/12/2022
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 called AWR on July 25, ************************************ my home. They sent a contractor Transcend LLC out to my home on July 28, 2022. The contractor inspected the electric, gave me a copy of the proposal of work that needs to be done and told me they would submit to AWR. I contacted AWR again via live chat on August 5, **************************************** Transcend. The agent told me they are waiting on the proposal from the Transcend. I explained that I need to get the electric fixed and what is taking so long. The AWR agent contacted Transcend while on live chat and responded to me that the clerical front desk received authorization and approval to send the proposal to AWR. I said OK. I called AWR again yesterday August 11, 2022 and the agent **** told me the proposal was never sent. I told **** this is ridiculous - I need my electric fixed and want to bring in my own electrician and will submit for reimbursement. **** said he had to check with a manager and put me on hold. He came back on the line and told me his manager said to give Transcend until the end of the day to get the proposal over. Well today is August 12 and I've talked to AWR twice - the first agent hung up on me and the 2nd agent **** told me the same nonsense - he will call Transcend. At what point do they have to honor the insurance contract I've been paying for. I cannot get anyone at AWR to give me a straight answer and meanwhile, my electric is still not fixed.
Business Response
Date: 08/17/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 12, 2022 correspondence regarding the complaint filed by *********************.

********************* is enrolled in AWRs Water Line, Sewer Line, and Interior Electrical Protection Program. **************** contacted AWR to file an electrical claim. AWR dispatched an electrician to investigate the issue. The electrician submitted a proposal for the review. Upon receiving the above referenced matter, we have approved the proposal for the interior electrical covered issues. Unfortunately there is an out of pocket expense for a portion of the exterior electric that is not covered under the terms and conditions.AWR has reached out to discuss but unfortunately we have not been able to speak directly with ****************. She is encouraged to contact us if she has any additional questions.

AWR takes all consumer concerns seriously and we regret that this issue caused ********************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Customer Answer
Date: 08/19/2022

Complaint: 17708256

I am rejecting this response because: *********** never reached out to me to speak with me as I requested. I was told twice a manager would call me back and they never called me until a received a voicemail that an email was sent regarding the claim. I open the email and all it states is claim is approved and to contact the contractor for further information. I already knew that I was going to be out of pocket for expenses not covered but here is the issue - I have asked AWR for the proposal IN WRITING so I can see what the contractor told AWR I needed repaired, what is getting covered and what is not, and what services are out of pocket. I have received nothing from AWR. I have no idea what they said I needed done and what AWR said is covered. When I called AWR asking for this, **** told me he would email me the terms and conditions of my policy. I told him I don't need that as I already know the terms and conditions. I wanted to know what they said I needed done. How can I look at the terms and conditions and compare this to the proposal of work they said I need done if I don't have the proposal for the work they said I need done? Horrible customer service and business practice. They should have to at the very least show me what I am paying for and what is covered.

Regards,

*********************
Business Response
Date: 08/25/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 12, 2022 correspondence regarding the rejection filed by *********************.

********************* is enrolled in AWRs Water Line, Sewer Line, and Interior Electrical Protection Program. **************** contacted AWR to file an electrical claim. AWR dispatched an electrician to investigate the issue. The electrician submitted a proposal for the review. Upon receiving the above referenced matter, we have approved the proposal for the interior electrical covered issues. Unfortunately there is an out of pocket expense for a portion of the exterior electric in which the customer has agreed to pay. *** has reached out to discuss but unfortunately we have not been able to speak directly with ****************. She is encouraged to contact us if she has any additional questions. AWR contractor has made the necessary repairs. We consider this complaint 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: 08/30/2022
[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 not satisfactory to me however closed since I paid to have the work done. AWR has consistently NOT provided a detailed letter showing what was submitted to them as to what work needs to be done. I always knew there would be out of pocket expenses on my part however, it would have been nice to see how they came to what my out of pocket expenses were. I have NEVER received a phone call from a manager that I requested twice and I have NEVER received even an invoice or receipt from AWR. I do intend to leave a bad review for AWR customer service because it was terrible but I paid to have the work done and still have no idea what AWR claims to have paid. Since I paid, the matter is closed as far as I'm concerned

Regards,

*********************
Initial Complaint
Date:08/09/2022
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 recently had a water leak in the basement so I contacted DEP for an appointment to come check. They were on time and gave me feedback. They said its the water main. I called American Water Resource and they sent a plumber over. The first plumber said theres no leak because he can hear it. They sent another plumber and he said there is a leak, and I should receive a call to set up a time for it to be fixed. Two days go by and finally I get a call saying that because there is a gas cuppling connected, I had to get a licensed plumber to have it removed and send proof before they can start work. So the next day, I hired a plumber to come remove the gas cupping. I sent proof by email to American water resources and no reply until 2 days later again. They said there is nothing they can do about the leak because we have a lead pipe. Really?! Then why did they ask me to hire a plumber to have it removed before they start? I read the terms and saw nothing about lead pipes. Theyre unprofessional and rude. Ive been paying insurance to them for nothing. Beware of this company.
Business Response
Date: 08/17/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 10, 2022, correspondence regarding the complaint filed by *****************

***************** was enrolled in AWRs Water Line Protection Program (WLPP). ********** called was directed by the *** to call AWR about a possible water leak on her property. AWR contractor was dispatched to investigate. Upon completion of the investigation it was determined that customer has a lead ********************** line. ********** was contacted and advised of this denial per terms and conditions , (repairing any water line that contains a previous illegal repair, including a lead water line previously repaired in violation of applicable ************* code, law, or ordinance). Customer was also emailed a copy of the denial letter and terms & conditions. 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: 08/17/2022

Complaint: 17695615

I am rejecting this response because:

I was not told that it was illegal in the beginning. I was contacted by a women from AWR in Illinois the same day. She told me that there was a gas cupping on it and that I had to hire a plumber to have it removed and then they will send a plumber over to repair the water main. I did exactly what they said and sent proof over to AWR. They replied a few days later to tell me its denied because the water line is lead. I spent $300 for it to be removed and now theyre not repairing it as the lady on the phone originally said. After the BBB complaint, a man called and said he will try to reimburse me for the removal of the cupping. I have sent the proof over right when we got off the phone. I am now waiting for my reimbursement.

Regards,

*****************
Business Response
Date: 08/25/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 10, 2022, correspondence regarding the complaint filed by *****************

***************** was enrolled in AWRs Water Line Protection Program (WLPP). ********** called was directed by the *** to call AWR about a possible water leak on her property. Customer was informed by representative to have coupling removed and then call back for service. On completion of this task ********** called back in and was informed her claim was denied for lead line. In reviewing of this complaint AWR will retain denial per terms ,(repairing any water line that contains a previous illegal repair,including a lead water line previously repaired in violation of applicable ************* code, law, or ordinance). As a onetime courtesy AWR will reimburse ********** for the removal of the coupling. ********** has been informed and we encourage her 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: 08/29/2022
[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 didnt receive any call in regards to the $300 reimbursement. Will you be mailing the $300 check to me?

Regards,

*****************
Customer Answer
Date: 09/14/2022

Complaint: 17695615

I am rejecting this response because:

I have not received the $300 reimbursement as of 9/13/22. I tried to reach them multiple times and was transferred to many different people who have no idea what I'm talking about. The wait time also was ridiculously long. I also emailed them multiple times with no reply. This complaint is not closed. May you please help me, thank you.

Best,
Dianna

Get Outlook for iOS

Regards,

*****************
Business Response
Date: 09/21/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 10, 2022, correspondence regarding the rejection filed by *****************

***************** was enrolled in AWRs Water Line Protection Program (WLPP). ********** called was directed by the *** to call AWR about a possible water leak on her property. Upon dispatching a contractor to the property the contractor discovered customer sewer line to be made of lead. The customer was notified that the line was made of lead thus not covered for repairs per terms (repairing any water line that contains a previous illegal repair, including a lead water line previously repaired in violation of applicable ************* code, law, or ordinance). As a onetime courtesy AWR has offered to reimburse ********** the cost to have couplings removed from the water line. We have reached out to discuss the settlement process and advised ********** she would receive the reimbursement check in four to six weeks. 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.
Initial Complaint
Date:08/07/2022
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.
We mailed a check to this company on July 20th 2022. 3 days ago we received a letter saying we are Not protected by them. I called them on 8/5/2022. They we unable to say why. But they have our money $65.88. We just want our money back... We should not have to deal with this.
Business Response
Date: 08/15/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 7, 2022, correspondence regarding the complaint filed by ***** & *****************************.

***** & ***************************** is enrolled in AWRs Water Line Protection Program. ************** called to verify her coverage because her bank verified the check had been cashed by AWR. Unfortunately, her account did not reflect her active programs at that time. Upon above reference, we have located her account with the active WLPP coverage. AWR has attempted to speak with ************* to verify coverage but has been unsuccessful in speaking with her directly. We encourage her to reach out to AWR for all questions and concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused ***** & ***************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration
Customer Answer
Date: 08/16/2022

Complaint: 17683904

I am rejecting this response because:

Regards,

*****************************
Initial Complaint
Date:08/03/2022
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.
Date of the Transaction: May 31 - June 1, 2022 On June 1, I paid $354 to ***************, ********, because I was told that AWR didn't have a contractor in this area, and I would have to hire someone myself and then file a claim for a refund.Claim Filed on July 14, 2022 Claim #CLM694365.Phone Call made to company: August 3, 2022 I was told today that reimbursement takes at least 10 weeks for a situation such as mine. The representative (in *****, obviously), had a very difficult time understanding what I was claiming and why. Meanwhile, I'm out $354. Ten weeks is ridiculous.
Business Response
Date: 08/11/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 3, 2022, correspondence regarding the complaint filed by ***************************.

*************************** is enrolled in AWRs Water Line and Sewer Line Protection Programs. ****************** filed a sewer line claim on May 31, 2022.There was a delay in contractor allocation and AWR advised ****************** to hire her own contractor and submit for a possible reimbursement. We have requested the reimbursement for ****************** to receive her service fee refund. We have reached out to discuss the settlement process and are currently waiting to receive the paid invoice from the customer for the covered repairs. We encourage her to reach out to AWR 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.

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