Complaints

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

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American Water Resources, LLC has 15 locations, listed below.

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• 

  American Water Resources, LLC

  1000 Bishops Gate Blvd Ste 301 Mount Laurel, NJ 08054-4642

  
• 

  American Water Resources

  5201 Grand Ave Davenport, IA 52807

  
• 

  American Water Resources of Arkansas

  609 SW 8th St STE 600 Bentonville, AR 72712

• 

  American Water Resources, Inc.

  Water Line Protection Program for Homeowners, American Water Resources of Arizona 4523 E. Kings Avenue Phoenix, AZ 85032

• 

  American Water Resources of Ohio

  300 E Business Way Ste 200 Cincinnati, OH 45241

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: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.

• 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.

  would appreciate them considering a change to their policy.

  

  Business Response

  Date: 02/03/2025

  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 her recent experience with AWR. Mr. ***** advised he had a repair issue; however, no address was provided on the complaint for us to review. We have made several attempts to reach Mr. ***** to discuss his concerns. Our team is committed to resolving this issue and will continue to work with Mr. ***** until it is satisfactorily addressed.
  We encourage Mr. ***** to reach out to us directly with any further questions or concerns. Our goal is to ensure his complete satisfaction.
  
  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:01/23/2025

  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.

  My mom is an 84yo woman with dementia. She lives alone and was having problems with her toilet. I contacted American Water Resources and they sent ******** ******** out to see what was going on. They determined the pipes below the house were broken. When ******** snaked the toilet they pulled out 1 repeat 1 baby wipe which was flush friendly. They said that American water Resources would have to approve them to come and fix it. They denied the claim because of the 1 baby wipe. I finally got. Hold of alexia at American Water Resources and she said they would cover it and Bobby keeps saying I have to talk to Eric and Eric refuses to call me back. In the mean time my mom has no bath tub and no toilet to use in her bathroom.

  

  Business Response

  Date: 01/31/2025

  American Water Resources (“AWR”) appreciates the opportunity
  to respond to your January 23, 2025, correspondence
  regarding the complaint filed by ******** *******
  
  Upon receiving the above
  referenced matter AWR spoke with Ms. ******** ******* on the behalf of ******** ******. As discussed, AWR is currently reviewing the claim for a possible
  second opinion to be performed. We will remain in constant communication with
  *** ******* regarding updates and work with her until complete resolution.
  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 customer’s 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: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I need resolution. ******** handled this very unprofessionally and I want that noted as a definite complaint
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******

  

  Business Response

  Date: 02/14/2025

  American Water Resources (“AWR”) appreciates the opportunity
  to respond to your February 05, 2025, correspondence
  regarding the complaint filed by ******** *******
  
  Upon receiving the above
  referenced matter AWR provided additional review into the claim filed by
  ******** ******* AWR spoke with Ms. ******** ******* on behalf of ******** ****** and advised that we are working to provide additional assistance into a
  claim to have the line cleared. It was also expressed to *** ******* that as
  AWR will attempt to rod the line and clear it, she may need to have a clean out
  access point installed which is not a covered component. If AWR is unable to
  clear the line, then no further service can be rendered to the line until a
  clean out is installed. Additionally, as wipe(s) were located in the line she
  was advised per the terms and conditions regarding and advised that if further
  use continues, it will cause the line to be ineligible for further service from
  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 customer’s 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: 02/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just want to make sure that we reach a solution before I am satisfied enough to close out the complaint
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/23/2025

  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 draft from my account was December 24, 2024 The amount of the draft was $107 They drafted my bank account from information (account number) on the previous years check without my authorization. I never agree to automatic drafts because the money may not be there. And I would have NEVER agreed to the premium doubling from the previous years premium Under any circumstances. They cancelled the policy they had NO authority to renew in the first place, gave me a partial refund and kept a portion of the renewal fee for use of part of the policy they had no authorization to renew.

  

  Business Response

  Date: 02/05/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your January 23, 2025, correspondence regarding the complaint filed by ******** ****.
  
  We appreciate the opportunity to address the concerns raised by ******** **** regarding her enrollment in **** protection programs.
  
  Mrs. **** contacted AWR on December 24, 2024, to cancel her protection programs due to the price increase and the auto-renewal feature. We promptly canceled the programs per her request, and she received a prorated credit. Subsequently, Mrs. **** filed a complaint regarding not receiving the full refund for the renewal.
  
  An escalations specialist received the complaint and contacted Mrs. **** to inform her that the amount deducted from her prorated credit has been submitted for a refund. She will receive the refund within 7 to 14 business days.
  
  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: 02/06/2025

  
  Complaint: 22848549
  
  I am rejecting this response because:
  
  I have NOT yet received the refund of $9.16 AWR owes me that they told me they would refund. I will not come they case until I receive my refund. 
  
  Regards,
  
  ******** ****

  

  Business Response

  Date: 02/20/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your January 23, 2025, correspondence regarding the rejected complaint filed by ******** ****.
  
  We appreciate the opportunity to address the concerns raised by ******** **** regarding her enrollment in **** protection programs.
  
  Mrs. **** contacted AWR on December 24, 2024, to cancel her protection programs due to the price increase and the auto-renewal feature. We promptly canceled the programs per her request, and she received a prorated credit. Subsequently, Mrs. **** filed a complaint regarding not receiving the full refund for the renewal.
  
  An escalations specialist received the complaint and contacted Mrs. **** to inform her that the amount deducted from her prorated credit has been submitted for a refund. The electronic refund was refunded on February 6, 2025.
  
  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: 02/27/2025

  [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:01/22/2025

  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 contacted American Water Resources about a plumbing issue in my home in about early October 2024. They sent ************************* Water and Sewer PA to my home. They came to my home on October 15th. Tried to snake it didn't work, then someone came the next day with a machine that didn't work. Then I was told my sidewalk had to be dug up which wasn't covered by American Water Resources. I had to pay $4,000.00 of my own money. America Water Resources only covered the actually plumbing. They dug up my sidewalk; covered with black tar and was told when the ground settles they would come back and put concrete. I have a sucken hole in the front of my home. NO ONE will come and fill the hole. ************************* will not return my calls. American Water Resources keeps telling me they left messages with them. Now my home insurance will be cancelled because it's considered a hazard. I paid $4,000.00 for a poor plumbing job and I am being completely ignored. *** just keeps promising to call me when they call them. I haven't heard from either party and it's January. My last call to both parties was the week of January 6th.

  

  Business Response

  Date: 01/31/2025

  ***** ******* (***) appreciates the opportunity to respond to your January 28, 2025, correspondence regarding the complaint filed by ***** *******.  
  Upon receiving the above-referenced matter, (AWR) spoke with ***** ******* and arranged for the provider to complete the necessary repairs.  The customer has verified that the service provider fulfilled their commitments and completed the requested work. 
  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:01/22/2025

  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.

  Date of transaction: 01/22/2025 Nature of dispute: Unauthorized transaction from my account Business failed to assist me. On 01/22/2025 I received notification from my ************ informing of a payment withdrawn from my account in the amount of $95.76. The name on the transaction being: American Water Resources. I was unaware of this business and didn't authorize the payment. I ******* the business name for contact information. I contacted customer service and was met with what one of what appeared to be of Indian descent and the communication was terrible. I explained my dispute with the customer service *** who asked for my telephone number. The *** then explained my telephone number was not associated with any account. She then requested my name in which I provided. She then informed me she still couldn't find my account. I then tried to explain to her that I wouldn't have an account because I believe the transaction was fraudulent. She then requested my address, and RED FLAGS went up immediately. I informed I wasn't giving up any more information and requested a supervisor. The *** denied my request multiple times. I attempted to explain to the *** that an English-speaking supervisor may understand my complaint clearer and the reason for my hesitations. I did not authorize this payment and received no assistance from this business to resolve this issue. I don't know what the payment was for nor the service or services they provide. At the least, this business (American Water) should have provided someone in management to resolve this issue. I was forced to close and cancel my debit card due to it being jeopardized. This was unprofessional and someone in management needs to be notified that people are being denied speaking with someone that could possibly assist with issues. Many times, if there are customer disputes, and a supervisor is requested, so many disputes/complaints are resolved with no further issues. I informed the *** I would be contact BBB.

  

  Business Response

  Date: 01/29/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your January 22, 2025, correspondence regarding the complaint filed by ****** *****.
  
  Upon receiving the above referenced matter AWR spoke with the customer and advised of enrollment. He stated that he had no recollection of enrolment and had made no use of ********** a courtesy he was offered a refund of the amount paid which will be reflected within 1-2 billing cycles. His coverage was also cancelled, and he was provided with direct contact information if any further issues persist. 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:01/22/2025

  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.

  In July 2024 I purchased line insurance on my water and sewerage lines from ******* ******** *****. I received no other information from them, but they began billing me for the insurance. In mid October 2024, my sewerage backed up. I called ****** ****** ********. They asked me if this was direct pay and I said yes, they came right away. it took 2 days to fix the problem at a cost of $3420.00. An additional $880.00 was done in the crawl space do to failure found in the outside sewerage line. I called ******* ******** ***** on 10/22/2024, I spoke to a Brandy who told me I was not covered because I did not call them first. I requested to speak to s supervisor. I had waited 40 minutes to talk to Brandy. Now I waited an hour to talk with Destiny. Destiny was very understanding of my situation and told me she couldn't believe that they never mailed me instructions or a contract. She told me the fault was on them. She told me to send all my bills to: ***.********************@************.com. She said it was her job to plead my case. I send my information the same day to the email address with verification that I was a disabled veteran, which she told me would aid in the decision. She told me she would contact me with the results. I never heard back from her.
  
  I have send numerous emails to the e-mail address given, with no response. I have called the company several times. Once they hung up on me after a long wait. Twice I talked to Hispanic customer relations people who were difficult to understand and was put on hold for 45 minutes each time only to have the original Hispanic person come back on and say they were surprised that there was no answer, but they would submit my call and I would hear back within 48 hours. I never hear back any of the times. On November 26, 2024 I wrote a letter to Customer Services explaining the situation and re-sending documentation. I never received an answer by phone call or by letter. Last call 01-13-2025.

  

  Business Response

  Date: 01/21/2025

  Good afternoon,
  
  ******* American Water does not offer line protection insurance. The customer's dispute is with American Water Resources, a separate company which offers the coverage the customer details in their complaint. They can be reached at ###-###-####.
  
  American Water Resources
  
  ***.***************@************.com

  Customer Answer

  Date: 02/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was never notified about procedures or a contract of how to handle a ******** problem.  They accepted my payments, but never until this complaint was files sent me instructions.  They should stand by the insurance payment that was submitted.  It is their fault that notifications of procedures were never sent to me.  While very friendly, they now fail to respond to my Emails and phone calls.  Communications are as bad as ever.  The response has only been to satisfy the BBB inquiry.  I have submitted additional itemized billings that they requested, but never responded to when sent.
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 02/13/2025

  American Water Resources (“***”) appreciates the opportunity
  to respond to your February 04, 2025, correspondence
  regarding the complaint filed by ****** *****.
  
  Upon receiving the above
  referenced matter *** provided further review into Mr. *****s account and was
  able to confirm that he was sent an enrollment packet via email on October 23,
  2024. Due to the delay, *** was able to review Mr. *****’s request for
  reimbursement and approve the reimbursement per the terms and conditions of the
  program. Mr. ***** has been advised of this and needed no further assistance at
  the time.
  We (***) encourage ****** ***** to contact us with any
  additional questions or concerns.
  
  
  American Water Resources (“***”) 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 customer’s 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: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The false statement that I received their packet in October.   I was only e-mailed a flyer with basic instructions sent to me in February 2025, during the process of the BBB's intercession.  NO packet was ever sent to me and I was informed by their spokesperson that this could NOT be regenerated as it has to be sent when initially enrolled.  I still do NOT have that packet. 

  However, let me respond with great gratitude to the BBB for their assistance and pursuance of this complaint.  I never would have receive communication without the BBB's intervention.  I met total resistance and lack of communication on the company's part until the BBB's intervention.  The company has issued a reimbursement check for an acceptable amount and I am satisfied and consider the case closed.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/18/2025

  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.

  January 8, 2025 I called American Water **************** to cancel my monthly subscriptions for the Sewer Line Protection Program ($24.19) and the In-Home Plumbing Emergency Program ($13.99).I spoke with *******, who asked why I wanted to cancel. I explained that my husband is on disability, and we're trying to cut back on expenses. ******* informed me that I've been enrolled in these programs for over 10 years, despite never having used them. He put me on hold for about 3 minutes and then offered to add $1.00 for additional coverage on other items in my home.I felt ******* wasn't listening empathetically, likely because it's part of his sales job and ************* was very disappointing that it took around 30 minutes to process a simple cancellation request.I was then transferred to *******, in **************** who repeated the same process.I'm puzzled how American Water has a BBB A rating with so many complaints.******* confirmed that the cancellation wouldn't be prorated and would take effect on February 8, 2025.I'm frustrated about paying for something I don't want and believe the cancellation should be effective from January 8, 2025, not February 8, 2025 and billing to be adjusted.

  

  Business Response

  Date: 01/30/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your January 18, 2024, correspondence regarding the complaint filed ***** *******.
  
  We appreciate the opportunity to address Mrs.Colliers concerns regarding her recent experience with AWR.
  
  On January 8, 2025, Mrs. ******* contacted us to cancel her protection programs due to a price increase. We promptly canceled the programs per her request. Subsequently, Mrs. ******* filed a complaint about the length of the phone conversation and the difficulty she experienced in canceling the programs through our contact center.
  
  An escalations specialist reached out to *********** and apologized for the inconvenience. We assured her that the programs were successfully canceled and that she would not incur any additional charges.
  
  We encourage Mrs. ******* to contact us with any further questions or concerns. Our goal is to ensure her complete satisfaction.
  
  Thank you for bringing this matter to our attention.
  
  *** 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: 01/31/2025

  [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:01/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I presently have American Water Resources sewer and Water line protection plan. I pay my bills by check, through the mail. They have not and will not send a paper bill. (Although they have always sent me one through the mail when i requested it.) They have sent emails, which were not bills..only notifications my protection would end 2-7-2025 and the price. They are trying to tell me they have sent a bill on 1-1-2025. Today is 1-17-2025 and I have yet to receive a bill. All I want to do is either get a bill through my account/email or the mail so I can pay it and my coverage won't lapse!!!!! (I have been trying to get a bill sent since 12-10-2025.)

  

  Business Response

  Date: 01/27/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciate the opportunity to address ******** ************** concerns regarding your January 17, 2025, correspondence.

  
  Mrs. ***** ************** is enrolled in our Water Line and Sewer Line Protection Programs. On December 10, 2024, Mrs. ************** contacted AWR to inquire about receiving a mailer after she received a renewal email. She requested the mailer so she could send AWR a check for the next enrollment cycle.

  
  AWR contacted Mrs. **************, and she has since sent us her check for the upcoming enrollment cycle. *** sends out renewal notices for enrollments during each 12-month cycle, either via mailer or email.Customers can also monitor their accounts online at **************.

  
  We have spoken with Mrs. ************** to explain her account details and the renewal process. We encourage her to reach out with any further 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: 01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  

  From: padb57 <**************************************************************>
  Sent: Wednesday, January 29, 2025 5:51 PM
  To: ********************************************************************************************************
  Subject: Question / complaint#: ********

   

   

  To whom it may concern:

     This is regarding complaint #: ********. The issue is far from being resolved. I did get a call from **** at escalations in Illinois but have since been unable to contact him. I have sent at least 3 emails and left 2 voice mails to no avail. 

  The issue is..I have finally received their "Renewal Notice" through the mail yesterday (1-28-2025). Unfortunately, the bill is due 2-7-2025 so I had already sent a personal check through ****. I did send it (1-21-2025) return receipt and certified mail. As of today (1-29-2025) it can't be tracked past *******, ** ..they have no idea where it is! It is now being escalated for manual tracking but they have up to 3 business days to even get back in touch with me. I'm at the point I want to stop payment on the check and put it on a credit card. Only issue is when I log into ********** it says my property is not covered!! There isn't even any way to check payment/billing history. 

  Can you please help me? My AWR water and sewer line protection will lapse on 2-8-2025. I have been dealing with them since 12-10-2024.

  Awaiting your reply.

  ***** ******-Boutote 

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

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

  
  
  Regards,
  
  ******** ******-*******

  

  Business Response

  Date: 02/06/2025

  Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ******** ************** concerns regarding your January 30, 2025, correspondence.

  
  Mrs. ***** ************** is enrolled in our Water Line and Sewer Line Protection Programs. *** received her check on February 3, 2025, and it will be applied to her current enrollment. There will be no lapse in coverage if any issues arise.Currently, her online portal is not displaying her enrollment information correctly. We are in the process of resetting it so that her current enrollments will be accurately reflected for her review.

  We have spoken with Mrs. ************** to explain her account details and the renewal process. We sent her an email indicating her current enrolment status. We encourage her to reach out with any further 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: 02/07/2025

  
  Complaint: 22825227
  
  I am rejecting this response because:
      AWR us totally incompetent  and liars!  No one answers emails or telephone calls. The only email regarding my sewer and water line protection has been for the period of 2-8-2024 through 2-7-2025.. there is no email for for the present protection I sent them a check for (2-8-2025 through 2-7-2026)! I still have no idea if my check for $434.88 has been received. As of 2-7-2025 @ 4pm my check has not be processed by my bank nor has it been posted to my account on their website. Also, their website says I only owe $335.88 not $434.88..where is the discrepancy and if I overpaid I would like the difference refunded to me. As for their app..there is still no history of all my payments, therefore I am unable to even have paid by credit card if I wanted to! 

     I want them to correct their app so I can obtain all my information, past and present. I want to see that my check has been received, cashed and credited to my account with NO interruption in service and I want to be refunded for the difference in prices!  I never want to have to go through this again!!!

  
  
  Regards,
  
  ******** ******-*******

  

  Business Response

  Date: 02/19/2025

  
  Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ******** ************** concerns regarding your February 11, 2025, correspondence.

  
  We are writing in response to the complaint filed by Mrs. ***** ************** regarding her enrollment in our Water Line and Sewer Line Protection Programs.
  We would like to inform you that Mrs. **************** check was received on February ******. The check is currently being processed this week and will be applied to her account shortly. Once the processing is complete, her enrollments will be updated and reflected in her online portal.
  In light of the issue she experienced, we have provided Mrs. ************** with discounted pricing as a gesture of goodwill.
  We have spoken with Mrs. ************** to explain her account details and the renewal process. We sent her an email indicating her current enrolment status. We encourage her to reach out with any further 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: 02/20/2025

  
  Complaint: 22825227
  
  I am rejecting this response because:
  As of today (2-20-2025), I see that my check was cashed by OnCourseHome late yesterday.  As for their site..they are showing I have 2 properties (both the same address) and both are  showing expired sewer and water line protection!  Nothing is updated as of this time. 

  Yes, they offered a discounted price for my aggravation (leaving it the same as last year) but I have no faith in them that they will do the right thing and send me a check for the difference!

  They are a horrific company to deal with and hope I NEVER need to use their services!!

  Please have them correct their ********** site and send me the check they said they would send.
  
  
  Regards,
  
  ******** ******-*******

  

  Business Response

  Date: 02/28/2025

  Thank you for bringing this matter to our attention. American Water Resources (AWR)appreciate the opportunity to address ******** ************** concerns regarding your February 18, 2025, correspondence.
  We are writing to address the complaint filed by Mrs. ***** ************** regarding her enrollment in our Water Line and Sewer Line Protection Programs. We would like to inform you that Mrs. **************** check was received on February ******. The check has been applied to her account, and her online portal has been updated to reflect her latest enrollment.
  We encourage Mrs. ************** to reach out to us with any further concerns or questions she may have. We are committed to ensuring her satisfaction and are here to assist her in any way possible.
  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: 02/28/2025

  
  Complaint: 22825227
  
  I am rejecting this response because:
     American Water Resources has finally cashed my check.  I am now waiting for the refund I was told I would receive due to the amount asked for on their site and what I actually paid were different prices. I have not received it to date.  Also, their site is NOT reflecting anything regarding my account!  It says I have 2 properties (both the identical address), showing both properties are NOT covered. Again, they have NOT corrected their site reflecting my address being covered for their Sewer and Water Protection Plan. 

     This entire process is ridiculous!!  They are the most incompetent company I have ever had to deal with. 

     Please let me know when they have corrected their site. As of now, I am awaiting my refund (via check) and the correction of their site.  I will NOT close this case until EVERYTHING is CORRECTED!!
  
  
  Regards,
  
  ******** ******-*******

  

  Business Response

  Date: 03/12/2025

  Thank you for bringing this matter to our attention.American Water Resources (AWR) appreciate the opportunity to address ******** ************** concerns regarding your March 3 , 2025, correspondence.
  
  We would like to inform you that Mrs. **************** check was received on February 3, 2025. It has been applied to her account, and her renewal enrollment is valid. She was issued a courtesy refund, which she has received.
  
  However, her online portal access has not yet been updated due to an error, which is currently being reviewed for a solution. We have spoken with Mrs. ************** to explain her current account details.
  
  We encourage her to reach out with any further 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: 03/14/2025

  
  Complaint: 22825227
  
  I am rejecting this response because:

     I will not close this complaint until the issue of the American Water Resources website has been corrected!  It still shows I own 2 properties and both properties are the same address and it also shows my property is NOT covered by their Sewer and Water Line Protection. 

     Although, I have received the check for the difference in price for the yearly coverage.

     Please have them correct this issue ASAP!
  
  
  
  Regards,
  
  ******** ******-*******