Water and Sewer Line Protection
American Water Resources, LLCHeadquarters
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.
If you've experienced an issue
Submit a ComplaintThe 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:08/01/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying about $16 monthly to American Water Resource for water line insurance, from the meter to the home for over 7yrs an this is my first claim. July22 I called an set up a claim, AWR contacted FunkyPlumbing an they came out Mon about 9am an said have to get Auth, I said ok, I called Tues evening AWR job is under review, an they are waiting on Funky Plumbing an I called funky an the owner gave them the info, I called again wed evening got same answer under review an the rep said she was gonna put it in escalation than I called thurs an the same rep said yes I see escalation an. Someone will call you an I called Fri evening an different rep said WE don't do the escalation an that it takes a while to go in review. It goes thru lawyers an ETC:, I told him I was getting irritated an getting the run around, I've been without water to my home for over a week, They act like they just don't care it's not their home that hasn't any water, that's just how I feel. I haven't raised my voice to them or anything. Any help I can get to get this resolved will be. Greatly appreciated, thank you
Business Response
Date: 08/09/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 2, 2022 correspondence regarding the complaint filed by *********************
********************* is currently enrolled in AWR's Water Line and Sewer Line Protection Programs (WLPP/SLPP). Mr. ***** called to report a water line issue stating that he received a letter from the Water Company reporting there was a leak on his main water line. A claim was established and AWR contractor was dispatched to investigate. A leak was verified and repaired on August 3, 2022. We encourage Mr. ***** to reach out with any future questions or concerns.
AWR takes all consumer concerns seriously and we regret that this issue caused ********************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.Customer Answer
Date: 08/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************Initial Complaint
Date:08/01/2022
Type: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 service plans with this business. On their website, they are storing credit cards that were used in the past which are still active. There is no way to delete them myself or even by their customer service representatives. This is putting sensitive financial information on their website.Business Response
Date: 08/09/2022
American Water Resources (AWR) appreciates the opportunity to respond to your August 1, 2022, correspondence regarding the complaint filed by *************************.
************************* is currently enrolled in AWRs Water and Sewer Line Protection Programs (WLPP/SLPP) for two of his properties. Upon receiving the above referenced matter, it was confirmed on August 01, 2022,American Water Resources (AWR) had partial payment information attached to the customers online accounts. Per Aleem Mohameds request, AWR has removed all partial payment information from his online account except for the recently updated payment information he added as of August 01, 2022. We have spoken to ****************** regarding his concern 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 considerationCustomer Answer
Date: 08/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
AleemInitial Complaint
Date:07/22/2022
Type: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.
Customer #********************. Purchased ********************** line, etc May 13, 2021,Exterior and interior wiringJuly 13, 2021. Paid for the year at tome of purchase. Cancelled all 3 March 23,2022 and still waiting for refund due. Called 5/23 and told system being upgraded and couldnt help. Did a chat same day and was told refunds took ***** days and it was being processed. No one was ever able to tell an amount due. Called 7/20 and billing department was to call back with amount and update as to when to expect check. No call.Very disappointed in company. Reason for cancellation was unable to fill a claim for help. Agent took all info, both toilets overflowed and needed help. Hung up on us and never called back.Very hard to deal with and really seems like a scamBusiness Response
Date: 07/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your July 22, 2022 correspondence regarding the complaint filed by ***************************.
*************************** was enrolled in AWRs Water Line, Sewer Line and In-Home Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, we have spoken with ******************** and refunded her for the cancelled programs . ******************** hired her own contractor and would like to be reimbursed for the covered repairs. Currently we are waiting on the paid invoice from the customer for a possible reimbursement. We encourage ******************** to reach out for any future questions or concerns.
AWR takes all consumer concerns seriously and we regret that this issue caused *************************** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.Customer Answer
Date: 08/08/2022
[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.From: **** and ***** <***********************>
Sent: Sunday, August 7, 2022 10:15 PM
To: **************************************************
Subject: Claim #********
Our claim with American Water Resources has been settled. They advised a credit has been applied to our credit card.
Thank you.
***************************
Regards,
***************************Initial Complaint
Date:07/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying for utility insurance for many years on many properties. I have a sewer issue at one of my properties and I started calling the american water resources on Thursday of last week. No one to take my call because I am located in California, tried again every day since. Filed a claim on line. Still no callback. Spoke to an agent on Monday - she took the claim. Still no service. This is a scam. They take your money but then say they have no one to service California. If they can't service California - I would like to be reimbursed for all the years I have been paying for each of my properties for each of their services I was supposedly insured for. I have prepaid as well for this claim.Business Response
Date: 07/28/2022
American Water Resources (AWR) appreciates the opportunity to respond to your July 21, 2022 correspondence regarding the complaint filed by *********************.
********************* is enrolled in AWRs Water Line,Sewer Line and In-Home Protection Programs (WLPP/SLPP/IHPP). Upon receiving the above referenced matter, we have made several attempts to speak with ************** but have been unsuccessful. We encourage ************** to reach out for any future questions or concerns.
AWR takes all consumer concerns seriously and we regret that this issue caused ********************* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
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