Business Profile
Water and Sewer Line Protection
American Water Resources, LLCHeadquarters
Reviews
This profile includes reviews for American Water Resources, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 590 Customer Reviews
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Review fromMichelle A
Date: 04/22/2025
1 starWe paid over $40.00 monthly to get Water Line and Sewer Protection Program for my indoor sewer coverage and outdoor sewer pipeline. We spent over $100.00 for a private plumbing company to come to our home to inspect it and they tried to clear the pipes by snaking it out, but they couldn't get through all the way so they had to bring in a camera to see what was blocking it and showed it to us. They told us there were roots from the tree in our front yard blocking it and it broke in three places. They also told us that the pipeline was corroded due to the rust that accumulated since our home is over the 60+ years old. They told us it would cost over $11,800.00 to repair and replace the pipeline we have. I then realized the protection plan I've been religiously paying to NJ American Water Program to cover us for this very reason. In my contract it specifically stated that it would pay if my sewer pipeline broke due to wear and tear, pipeline corrosion and blockages from tree roots. When I contacted them I was told I wasn't covered for that. I told him to transfer me to someone who could actually help. I assumed he spoke to his supervisor and sent me to speak to him. This time the man told me that this program would cover up to $3,000.00 for indoor sewer pipelines and up to $20,000.00 for my outer sewer pipelines. He told me he was going to submit my claim. The very next day a different man called and told my husband that they won't cover the replacement of the outside pipeline. The only thing the plumber they'd send us do would be to snake the pipeline from inside our house and nothing else. I go so angry I cancelled my coverage. That very same day they had the gall to charge me $50.00 for the cancellation. I called them back and had a hissy fit so they removed the charge. The plumber we paid to inspect and fix the problem told us that protection program NJ American Water offers is just a scam and they do that to everyone. He was absolutely right.Review fromkimberly a
Date: 04/22/2025
1 starAmerican Water Resources (AWR). My experience has been nothing short of frustrating and disappointing, and I believe it is important to bring these issues to your attention.Despite being a paying customer under a service contract that clearly outlines coverage and timely response to service needs, *** has failed to honor its commitments. I was repeatedly told that there were no available contractors to address my issue, which contradicts the expectations set in the agreement. These delays left me without essential services and forced me to seek assistance elsewhere.Moreover, the conduct and performance of your customer service representatives have been unprofessional and, frankly, incompetent. I was provided with conflicting information, given false assurances, and often left without any follow-up or resolution. At one point, I was even told that services could not be rendered due to a lack of resourcesan unacceptable excuse for a company in the business of providing home protection plans.This experience has demonstrated a lack of accountability, transparency, and respect for your customers. I entered into this agreement in good faith, trusting that *** would deliver the services promised. Instead, I received delays, misinformation, and poor treatment from your staff.Review fromjohn K
Date: 04/21/2025
1 starThis company "NJ American Water Resources " is a scam and fraudulent. The protection program monthly charge is paid to NJ American Water who then pay NJ American Water Services. Neither of these companies talk to each other but they sound like they work under the same corporate "NJ American Water" header. Anytime you call NJ American Water their first response is to say "No" and they play stupid on the phone. They are not even located in the state of ********** so if you do have a billing problem they cannot be physically contacted. Whoever the politician that allowed this to happen and sign off on it should be brought up on charges. What a sin and shame on all involved in **********.Review fromLauren D
Date: 04/17/2025
1 starI have been calling them for two months, at least three times a week to see if I can utilize American water at a new home that Im building. I have filled out the online inquiry as directed twice. No one calls back in the three day timeframe that they give you Ive spoken with at least five different representatives and customer service after sitting on hold through their automated system for 15 to 20 minutes to get to the customer service representative. No one can tell me if the property that Im building on has access to the water main or how much it will cost to hook up to it if its there. I am repeatedly told that the local office will reach out to me in three days. No one reaches out. I called the customer service number again and I have to go through the entire inquiry process again every representative I talk to says that the last representative that I talk to, didnt know what they were doing, but they do and theyll get the job done. For all the time Ive wasted on the phone I couldve put that energy into earning money to pay to have a well drilled, which is what Im gonna do. I dont know how this company is still in business. It seems like a huge scam to me. Someone should come into ********** provide better business and customer service because they will easily take over the market. This company is garbage.Review fromSarah M
Date: 04/15/2025
1 starI would not advise using this company. *** had a contract with them for three years. They automatically charged my credit card for more than double what last years premium was without notifying me at all. I plan on canceling, but wish me luck because as other reviews have said their customer service is sourced in ***** and just robotic.Review fromDenise A
Date: 04/11/2025
1 starDenise A
Date: 04/11/2025
Shouldve read at the reviews first before agreeing to American Water Resources..called American Water Resources, back the same day to cancel service.. will post if they follow through canceling my service request.
American Water Resources, LLC
Date: 04/17/2025
Hi ******, we apologize for any inconveniences you have experienced. This information has been shared with our team to get in contact with you. In the meantime, please reach out to us at *********************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours about your recent experience. Thank you.Review fromAmber B
Date: 04/09/2025
1 starAmber B
Date: 04/09/2025
What a scam! Filed a claim, never received a call for the ******* to come out, was then told they didn't have any providers in the area. Why do a pay for the service if they don't service my area? Hired my own ******* to come out who used to contract through them. Found out *** owes them over $60K in past due bills. They said my main sewer line under slab was broken and rotting, needs to be repaired. *** finally found another ******* to get 2nd opinion. 2nd ******* agreed with findings of 1st ******* and even said this is a great price for the work. *** said they would not authorize repair because line is currently not blocked and flowing. Yes, it is currently not blocked because 1st ******* had to Hydrojet it to get all the roots out to see what exactly was going on. But was told not to use bathroom until repair can be done. So now I sit almost 2 weeks out from initial claim and no functioning bathroom. I have smelling water damaged drywall and an elderly parent in my house who can't use her bathroom. Because *** will not approve the repair, I have further damage happening to my slap. Do not use this service! What a scam!American Water Resources, LLC
Date: 04/17/2025
Hi *****, we apologize for the inconvenience you have experienced. This information has been shared with our team to get in contact with you. In the meantime, please reach out to us at *********************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours about your recent experience. Thank you.Review fromBob J
Date: 04/08/2025
1 starBob J
Date: 04/08/2025
Do not under any circumstances use this company. I tried to log into my account just to check what I had. For the last 3 months they continue to tell me that they are having a "IT" issues. I spent 4 hours today going through 6 different people trying to get simple login issue resolved. Imagine if I needed a service call?Every call is outsourced to outside the ** This is looking like a ************ Funny, They still send me mail asking to sign up for additional services. That seems to work OK. Too good to be true?American Water Resources, LLC
Date: 04/17/2025
Hi ***, we apologize for the inconvenience you have experienced. This information has been shared with our team to get in contact with you. In the meantime, please reach out to us at *********************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours about your recent experience. Thank you.Review fromBerlinda B
Date: 04/08/2025
1 starBerlinda B
Date: 04/08/2025
I DO NOT recommend that anyone purchase the Protection Plan from American Resources. It is a waste of time and money. The customer service component is outsourced to other countries, and the representatives are difficult to understand and appear to read from a script. I spent a couple of hours on the phone trying to understand my policy plan and contacting them regarding the protection plan coverage and scheduling service to tell me it's not covered. When I tried to cancel the plan, they told me that I had to wait until the last day of the Service Plan. The actual plumbing service is outsourced to contractors who are left to explain the shortcomings of the protection plan. I was told the plan would cover leaks in the house. It doesn't cover the bathroom tub cartridge, which is the reason I have an extremely high-water bill. I gave them 1 star because I couldn't understand the person on the phone, then recommended a supervisor, then was told the supervisor isn't around.American Water Resources, LLC
Date: 04/17/2025
Hi ********, we apologize for the inconvenience you have experienced. This information has been shared with our team to get in contact with you. In the meantime, please reach out to us at *********************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours about your recent experience. Thank you.Review fromEarl R
Date: 04/08/2025
1 starEarl R
Date: 04/08/2025
The water company of *** has a sewer and back up option serviced by a company called American water resource. This company is the worst to deal with. I?f you take a look at the Better Business Bureau website and the reviews of this company? They all are basically the same complaint, when do we hold this company accountable? I have been dealing with this company since around January 25th 2025.I've had back up in the past, and I have never called them,though I've been paying for this service for years. I am now getting backups and I do travel with my girlfriend ?at times. I called American Water Resource to let them know that while I was away It appears that I have a backup in multiple places in my basement. I literally have been going back and forth with managers, customer escalation ***** to no avail. No one has given me a solution, but they do give me many excuses. They will send one of two companies out, but the same excuse is that we don't see an immediate back?up, so will not do a **** thing. This is inexcusable, because you don't see a backup at this moment, it doesn't mean that I don't have a problem. I have pictures of where the backup has happened, in my trap room, boiler room, and in the bathroom. I had another company come ? out?,charge? me $326.63 on 03/03/25 to show that there is definitely a broken pipe somewhere in the grass area of my lawn leading out to the sewer in the street. Because this is a costly repair, they refuse to come out and fix it, and I'm sure that's why. As I've said before, look at their reviews on the BBB and their ****** reviews, mostly trash and the same results and excuses. I wish i could give them a -star.American Water Resources, LLC
Date: 04/17/2025
Hi ****, we apologize for the inconvenience you have experienced. This information has been shared with our team to get in contact with you. In the meantime, please reach out to us at *********************************************************, text us at ************, or visit us online at ********************** and click the "Live Chat" tab to speak with a customer service representative during standard business hours about your recent experience. Thank you.
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