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

1,180 total complaints in the last 3 years.
418 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/13/2025
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 several policies with *** a few of them were set up incorrectly by their folks. I have been trying to get this fixed for over 4 months and this company is incapable of calling anyone back or following through on what they said they were going to do. They apparently have 1 person in the Multi-family department and therefore short staffed. I am requesting to be reimbursed on all of my policies in which I didn't act on as this company is incapable of servicing a customer like me that owns multiple buildings. ***...I have reached out to the ***************** trying to get help and they too don't do their job or ensure that my issue is taken care of.
Business Response
Date: 02/21/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2025, correspondence regarding the complaint filed by ********** ******.

We appreciate the opportunity to address the concerns raised by Mrs. ********** ****** regarding her multiple property enrollments in **** protection programs.

Mrs. ****** filed a complaint due to some of her enrollments being processed incorrectly. Our multi-property agent has attempted to reach out to Mrs. ****** to discuss her concerns, but scheduling conflicts have prevented a conversation. Mrs. ****** has informed us that she will be available to speak when she returns home next week. We are committed to resolving this issue and will continue to work with Mrs. ****** until it is satisfactorily addressed. We encourage Mrs. ****** to contact us 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: 02/22/2025

Complaint: 22938891

I am rejecting this response because on several occasions they indicated they were going to resolve it and havent. Its true I am traveling at the moment and will be home on 2/24. They indicated they would call me back but Ive heard that before. So Im keeping this open until my issues and concerns are fully resolved.

Regards,

********** ******
Business Response
Date: 03/04/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2025, correspondence regarding the rejected complaint filed by ********** ******.

We appreciate the opportunity to address the concerns raised by Mrs. ********** ****** regarding her multiple property enrollments in AWRs protection programs.

Mrs. ****** filed a complaint due to some of her enrollments being processed incorrectly. Our multi-property agent has attempted to reach out to Mrs. ****** to discuss her concerns, but scheduling conflicts have prevented a conversation. Mrs. ****** has informed us that she will be available to speak when she returns home. The agent was unable to reach ********** to speak about her billing concerns. We encourage Mrs. ****** to contact us so we can assist with her ongoing issue.

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: 03/15/2025

Complaint: 22938891

I am rejecting this response because:
AWR has not contacted me to fix this issue. Given their incompetence in the multi-family area I want to cancel all of my policies with them (except for the one that has 1 claim on it). There is only 1 person in this department and they constantly say they will call me back but they dont. The office to the president only relays messages to the multi-family department, which is one person and that is all. They are not effective either. I would like billing or the president to call me and to provide me a full refund of all policies i have with them. (Again some of the poliicies were not set up correctly - per the multi-family person that works there.

Regards,

********** ******
Business Response
Date: 03/27/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2025, correspondence regarding the rejected complaint filed by ********** ******.

We appreciate the opportunity to address the concerns raised by Mrs. ********** ****** regarding her multiple property enrollments in AWRs protection programs.
Our multi-property agent has been in contact with ********** to correct her enrollment issue and provide her with a spreadsheet listing all her properties. We are committed to working with Mrs. ****** until her issue is fully resolved.
We encourage Mrs. ****** to reach out with any 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: 03/31/2025

Complaint: 22938891

I am rejecting this response because I have not yet received an email from *** with all my properties covered and all account numbers.

Regards,

********** ******
Business Response
Date: 04/09/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 13, 2025, correspondence regarding the rejected complaint filed by ********** ******.

We appreciate the opportunity to address the concerns raised by Mrs. ********** ****** regarding her multiple property enrollments in AWRs protection programs.

Mrs. ****** filed a complaint due to some of her enrollments being processed incorrectly. Our multi-property agent has been in contact with Mrs. ****** to correct her enrollment issue and provided her with a spreadsheet listing all of her properties as requested. We encourage ********** to reach out with any further questions or concerns.

*** 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:02/11/2025
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 a sewer line, water line, in-home protection program with American Water Resources. On 2/10/25 I received an e-mail saying the cost will be going from $18.66 to $37.31 a month. I called them and they offered me a plan to add in-home electrical protection for $2.00 onto the $18.66 plan. I had been receiving numerous letters and e-mails from them previously to add the electric plan for $5.00 extra per month. I declined the offer and called them telling them so and to stop annoying me with this offer. Now all of a sudden the plan doubles unless I add the electric plan. They told me there are no other options and I feel they are trying to pressure me to accept something I do not want.
Business Response
Date: 02/18/2025
Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciates the opportunity to address ***** ************ concerns regarding your February11, 2025, correspondence.
We have received the complaint from ***** ************, who is enrolled in the Water, Sewer, and In-Home Line Protection Programs. *************** contacted *** on February 11, 2025, to discuss his price increase.During this conversation, he was offered a discounted bundle to remain enrolled.
To address his concerns, *** has decided to allow *************** to retain his current discounted pricing for the enrollment he intended to continue, without requiring the bundled offer. We have communicated this resolution to Mr. ******************* encourage Mr. ************ to reach out to us with any further concerns or 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.
Customer Answer
Date: 02/19/2025
[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:02/10/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of bill 2/5/25 Their protection plan for sewer/water increased from $6 to over $26. No warning but that is not the issue. I called to cancel. Instead of canceling the agent kept putting me on hold for an unreasonable amount of time.They also were supposed to make sure there wasn't additional accounts with my phone number but never returned to the line.I want the service protection plan cancelled that is $26.99 per month.
Business Response
Date: 02/21/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 10, 2025, correspondence regarding the complaint filed by **** ******.

We appreciate the opportunity to address the concerns raised by Ms. **** ****** regarding her enrollment in AWRs protection programs.

Ms. ****** filed a complaint on February *******, requesting the cancellation of her protection programs due to a price increase. She was subsequently contacted by an escalations specialist. During this conversation, Ms. ****** mentioned that she had previously contacted *** to cancel her programs, but her account remained active.

Upon review, we found no records of her prior cancellation request. However, we promptly canceled the programs as per her recent request. As a gesture of goodwill, we have refunded three months of charges and removed any pending charges from her account. These changes will be reflected within one to two billing cycles.

We encourage Ms. ****** 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.
Customer Answer
Date: 02/21/2025
[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:02/08/2025
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.
American water resource won't honor there contract; I have a water leak for over three months. I have talked to them for three months, they sent a person out eight weeks ago He said he would be back in two days, it has been 60 days.Each time I call them they continue to lye to me about service. They finally said they can't get a contractor to work with them. They want me to pay a contractor, then they will Edinburgh me. They will only give you about one third of what a contractor charge. Contractor won't work with me ******* is there responsibility to get a contractor, they are selling the the contracts. They also withdraws money from my account gas warranty, my house is full electric. They continue to try to sell me a water heater warranty, although they want honor original warranty.
Business Response
Date: 02/17/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 8, 2025, correspondence regarding the complaint filed by ***** ********

We are writing in response to the complaint filed by Mr. ***** ******* regarding his Water Line Protection Program (WLPP).

Mr. ******* contacted us on December 18, 2024, to report a water line leak. Despite our efforts, we were unable to locate a contractor to service the claim for Mr. ******** As an alternative, we offered him reimbursement to hire his own contractor.

We made several attempts to reach Mr. ******* to confirm if he had hired a contractor and to guide him on submitting the paid invoice for review. We remain committed to resolving this issue and will continue to work with Mr. ******* until it is satisfactorily resolved.

We encourage Mr. ******* 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: 02/17/2025

Complaint: 22915877

I am rejecting this response because:
It is not my responsibility to get a contractor,they are selling the contracts. A contractor will not work with me ,they want there money now. They continue to withdraw money from my account, but won't repair my pipe.

Regards,

***** *******
Business Response
Date: 02/27/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 8, 2025, correspondence regarding the rejected complaint filed by ***** ********

We are writing in response to the complaint filed by Mr. ***** ******* regarding his Water Line Protection Program (WLPP).

Mr. ******* contacted us on December 18, 2024, to report a water line leak. Despite our efforts, we were unable to locate a contractor to service the claim for Mr. ******** As an alternative, we offered him reimbursement to hire his own contractor.

Mr. ******* declined the reimbursement option.Therefore, AWR is providing a proactive reimbursement so Mr. ******* does not have to pay out of pocket to be reimbursed.

We remain committed to resolving this issue and will continue to work with Mr. ******* until it is satisfactorily resolved.

We encourage Mr. ******* to reach out with any further questions or concerns.

AWR takes all consumer concerns seriously and we regret that this issue caused ***** ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Initial Complaint
Date:02/02/2025
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.
This company breached the contract that we had with them and in the process, caused me and my family a tremendous amount of emotional distress and mental suffering. We have had an insurance policy with this company for the last 2-3yrs and we've never filed a claim. The water line outside our home burst and flooded the basement of our home. We paid $50 to file a claim and it was over a week and a half before the company sent someone to look at the problem. During the delay I called several times asking *** to send another company out because of medical conditions my mother suffers from. They claimed they were sending another company because of how long the initial plumbing company was taking but that never happened. The plumber eventually came the following Friday after contacting me the Monday before. They claimed they didn't come out on the weekends because they don't get paid the overtime for that. They sent a $4,600 proposal to fix the line and then we were told by *** that they didn't cover the repairs! The sent us through a bunch of changes before finally saying they covered the water line repair but not moving the water meter, which was required by codes. In the end they never paid for anything! We had to take out a loan to cover the repairs and to this day they are still taking money from my account for a policy they don't even honor! I want all the money they have taken from me and all the money we spent getting the line repaired on our own. I want something for the mental anguish and stress they have unnecessarily caused me and my family. They operated from a position of "Bad Faith" and they should be banned from selling these fake policies!
Business Response
Date: 02/12/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 2nd, 2025, correspondence regarding the complaint filed by ******* *******.

Upon receiving the above referenced matter, Mr. ******* called AWR to file a claim on January 11th *****, to report an external water line issue and there was a delay in our contractor completing the repair. *** gave Mr. ******* permission to hire his own plumber and submit proof of repair and payment to *** to be reimbursed if the reported issue is covered by our Terms and Conditions.? We have spoken to Mr. ******* to provide him with the latest update, and we will continue to work with him until the reimbursement has been completed. We encourage Mr. ******* to call *** with any further questions or concerns he may have.

AWR takes all consumer concerns seriously and we regret that this issue caused ******* ******* to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me if you have any additional questions. Thank you for your time and consideration.
Initial Complaint
Date:01/31/2025
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.
Im paying for plumbing I tried to file a claim about my pipe busted outside where my water hose was and is leaking a lot of water but was told my water department has give me paperwork for it.
Business Response
Date: 02/07/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 31, 2025, correspondence regarding the complaint filed by ******* *******.

Upon receiving the above referenced matter AWR spoke with Ms. ******* and expressed that per the terms and conditions thawing any frozen section of Your Supply System or Drainage System (Section 7 What Repairs Are Not Covered?) would not be a covered component. *** offered to provide additional review for possible reimbursement once services were completed, but Ms. ******* declined. Ms. ******* was provided with direct contact information if she reconsiders or has any further questions or concerns.
We (AWR) encourage ******* ******* to contact us with any additional questions or concerns.

American Water Resources (AWR) takes all consumer complaints seriously and we regret that this issue caused ******* ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
Date:01/30/2025
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.
American Water Resources dug up my yard saying they were replacing a line under the public street that was leaking. They dug up several properties. My complaint is that they replaced the dirt doing a very sloppy job. Didn't level the ground and didn't replace the bricks around my mailbox. In other words. they didn't leave my yard as they found it. I worked hard to keep my property up. They *** to correct my concern. ***************************************
Business Response
Date: 01/31/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 30th, 2025, correspondence regarding the complaint filed by ****** ****.

Upon receiving the above referenced matter, AWR, quickly learned that Mr. ***** complaint was intended for Illinois American Water and not American Water Resources (AWR). Mr. **** did not have a water line repair completed by ***. We have spoken to Mr. **** to provide him with the update,and we encourage Mr. **** to contact *** for any additional questions or concerns he may have.

AWR takes all consumer concerns seriously and we regret that this issue caused ****** **** to file a complaint with your office. We trust that the foregoing explanation and corrections are fully responsive to the customer's concerns and useful to you in your investigation. Please contact me with any questions. Thank you for your time and consideration.
Initial Complaint
Date:01/29/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer for 10 years as well as paying monthly for a water line service agreement. This agreement originally cost ***** per month. On my Dec 2024 bill I noticed the amount was higher than my average cost last year. I found that in August of 2024 the price of the service was increased to ***** per month. I received no notice of this increase. I phoned **** to discontinue the line service. I also requested a refund for the inflated amount. I was told a supervisor would phone me back. I never received a call. I did not pay for the service on my last bill which now they are saying is past due. They are very sneaky to more than double the cost with no notice to the customer. Note I received my bills via email so no printed bill is ever sent. I am very disappointed in their office services.
Business Response
Date: 02/05/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 29th *****, correspondence regarding the complaint filed by ****** ****.

Upon receiving the above reference matter, Ms. ***** Water and Sewer Line Protection Program renewed on July 5th, 2024, and there was a price increase applied for the 2024/2025 term. Upon cancellation of said programs, Mr. **** filed a complaint and requested to be refunded for the price increase for the previous four months. *** has produced a resolution to resolve the complaint, and a credit will be applied to her utility bill within 1-2 billing cycles. We have spoken to Ms. **** to provide her with the latest update, and we encourage Ms. **** to call AWR with any further questions or concerns she may have.

*** 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: 02/06/2025
[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:01/28/2025
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 received notice to pay for two water line insurance coverage contracts. They have been paid but American Water Resources *****, Illinois will not correct my profile to show both lines are covered. This started in November and after many calls the problem still exists. The two insurance coverages could be ******* and ******* or maybe ******* and ******* for 10 and ********************************************. Depends upon who I talk to at AM Water. Last I talked to them was Jan 21, 2025 but still no response to correct what they show is covered. Two AM Water service (not insurance) account numbers. ************ and ************.
Business Response
Date: 02/06/2025
American Water Resources (AWR)appreciates the opportunity to respond to your January 28, 2025, correspondence regarding the complaint filed by ****** *******.

American Water Resources (AWR) has made several attempts to ****** ******* and were unsuccessful to reach him at the telephone number we have listed on file for his account. Mr. ******* currently has active coverage for both properties and is current. As reported to ********** previously, his account was sent to web support for review and matters were rectified. He is encouraged to reach out to *** at his earliest convenience to receive further assistance if needed. We (AWR) encourage ****** ******* to contact us with any additional questions or concerns.

American Water Resources (AWR) takes all consumer complaints seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Customer Answer
Date: 02/07/2025

Complaint: 22867397

I am rejecting this response because:

Still have not corrected issue

Regards,

****** *******
Business Response
Date: 02/19/2025
American Water Resources (AWR) appreciates the opportunity to respond to your February 11, 2025, correspondence regarding the complaint filed by ****** *******.

American Water Resources (AWR) has made additional attempts to ****** ******* and were unsuccessful to reach him at the telephone number we have listed on file for his account. Mr. ******** online issues has been resolved and would highly recommend Mr. ******* to attempt to reset his password. ********** is highly encouraged to reach out for further assistance, confirmation of coverage, or any questions or concerns that he may have to AWR. We (AWR) encourage ****** ******* to contact us with any additional questions or concerns.

American Water Resources (AWR) takes all consumer complaints seriously and we regret that this issue caused ****** ******* to file a complaint with your office. We trust that the forgoing explanation and corrections are fully responsive to the customers concerns and useful to you in your investigation. Please contact me with any questions. We consider this complaint resolved. Thank you for your time and consideration.
Initial Complaint
Date:01/26/2025
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 made several claims through the protection plan for the same problem for about 2 years now. every time i make a claim the crew sent out never resolves the problem, they close the job as complete so i cant even escalate it further to get it fixed properly. whenever i try to call for help they are no help at all
Business Response
Date: 02/04/2025
American Water Resources (AWR) appreciates the opportunity to respond to your January 26, 2025, correspondence regarding the complaint filed by ******** ******.

We appreciate the opportunity to address ******** ******* concerns regarding his recent experience with his sewer line.

On January 26, 2025, Mr. ****** contacted AWR to report a clogged sewer line. Unfortunately, due to unforeseen circumstances,our agents were unable to locate a contractor in a timely manner. As a result,Mr. ****** hired his own contractor to address the issue.

The initial contractor hired by Mr. ****** was unable to clear the blockage using a snake. Subsequently, Mr. ****** hired another contractor the following day to perform a hydro jet and camera inspection of the line. This service successfully restored the flow in the sewer line.

According to ***'s terms and conditions,specifically Section 9, According to **** terms and conditions section 9.**** independent contractor will first attempt to clear the clog or blockage.If it is cleared, no other repairs will be made. Since Mr. ******** contractor was able to open and restore the flow in the line, no additional repairs are approved based on the findings of Mr. ******** private contractor.

We encourage Mr. ****** to reach out to us directly with any further questions or concerns.

*** 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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Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

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