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 567 Customer Reviews
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Review fromRoger C
Date: 12/15/2022
1 starRoger C
Date: 12/15/2022
I have a broken sewer running under the front stairs of my house (called a "stoop" here in Brooklyn), the stoop is a large structure which I just had restored (it was built in ****). I filed a claim with AWR, they sent someone from ****** Plumbing to take a look at the problem and said that they needed a video of the inside of the sewer pipe. I had to call them again to push them to send out a video-plumber who came out and found a leak about 6 feet from the front of my house, right under the stoop. He said I'd have to "remove the stoop" (cost = $100,000, according to my contractor - I never seriously considered removing the stoop, no one would) before they could fix the pipe. I didn't believe that was true, and called AWR to process the claim and fix the pipe. But, after several aggravating phone calls, I was told that they don't "excavate". Their policy says in writing that they don't excavate the foundation of houses. My sewer break was not in the foundation of my house and is accessible under the stoop, where there's a large space. I asked ****** to tell me how much they would charge me to fix the pipe, they quickly sent me a quote for $18,000 and wire instructions to pay the deposit. Clearly ****** would do the work, but AWR just wouldn't pay for it. Finally after more aggravating conversations with AWR customer service, who kept reciting their policy to me, I reached the "*** supervisor" who said that they won't 'work under structures that might fall' and refused to pay on the claim. I found another company, ******, who will do the work for $12,000 (I'm not happy with the price, but I have raw sewage leaking into my cellar and need to get this done). I asked ****** if they would beat that price, they said "no". It's obvious that the work can be done safely, ****** was ready and able to start tomorrow, but AWR has found a way (which is not in any writing that I've seen) to deny the claim. It's all incredibly sleazy and I will cancel my policy.
American Water Resources, LLC
Date: 12/16/2022
Hi *****. For assistance, please visit us online during standard business hours at https://************** and click the "Live Chat" tab to speak with a customer service representative. Thank you.Review fromTahj C
Date: 12/12/2022
1 starTahj C
Date: 12/12/2022
On December 9th at 2:55pm I called this HORRIBLE company due to a leak that I had from a clogged sewer line. Typically, when you call AWR, they send you a email with the claim number and the contact info for the contractor. Followed up by a text, I got nothing for hours.!!!! I called back only to find that the claim was never sent over!!!! So I had to answer all of the questions again which is another problem. NO ONE AT THE CALL CENTER SPEAKS ENGLISH as A FIRST LANGUAGE!!!!!! THIS COMPANY ONLY HIRES FOREIGHN WORKERS FOR CUSTOMER SEVERICE AND THERE IS A GIGANTIC LANGUAGE BARRIER!!!! The call center is LOUD and you can hear everyone talking in the background. This company asks 15 **** questions before you can get them to put a service in and its HORRIBLE!!!!!!! THEY NEED TO BE SUED with a CLASS ACTION LAWSUIT for MISLEADING THE PUBLIC AND HONEST PEOPLE WHO NEED HELP!!!!! I have just got off the phone with a supervisor who works in another country and told me he is in ******* - clearly in a call center - I COULD NOT HEAR HIM AND ITS HARD TO UNDERSTAND THICK LANGUAGE ACCENTS!!!! He said that he would send my complaint up to whoever. I will keep complaining about them and sharing my experience with all ************** via social media and blogs until they either close or stand by the service for which they say that they offer.American Water Resources, LLC
Date: 12/13/2022
Hi Tahj. For assistance from a customer service representative, please visit us at https://************** and click the "Live Chat" tab on the right side of the page during standard business hours. Thank you.Review fromGerard A
Date: 12/10/2022
4 starsGerard A
Date: 12/10/2022
Quick, competent and courteous **************** rep for ******************************************* is superb. However, after the first visit the problem returned within a week and the repair person had to return after 5 days and this time the problem is solved.American Water Resources, LLC
Date: 12/16/2022
Thanks for the feedback, ******. If you have any questions or concerns, please visit ** online at https://************** and click the "Live Chat" tab to speak with a customer service representative. Thank you.Review fromTaylor C
Date: 12/07/2022
1 starTaylor C
Date: 12/07/2022
If I could give zero stars I would. Ive been given the run around a hung up on three times by the *** customer service representatives. Ive been calling about a billing issue and they do not want to take accountability. I received a letter on 11/14/2022 stating that their water meter at my residence stopped reading water usage on 2/9/2022 and they fixed it on 10/12/2022. They sent a bill with ESTIMATED usage between those dates totaling $241.88 that they want now. During this time my account has been set up in auto pay and I was billed every month, I have the statements. It is not my responsibility to ensure that *** equipment is functioning properly, and I was being billed monthly, so I was unaware there was an issue, again not my responsibility. I am not going to pay for ESTIMATED water usage, they do not and can not tell me exactly what my usage was, because the meter wasnt tracking it. Im not going to pay what *** think that o used. Thats the equivalent of renting a vehicle that you pay by the mileage but the odometer is broken so they say Well this is how many miles we THINK you drove. I have even called their corporate headquarters in ** and left a message for the executive team. BIG SURPRISE, no response. I hate that I have no option but to use your service. I am already working with my lawyer to bring this issue to court.American Water Resources, LLC
Date: 12/08/2022
Hi ******. To speak with American Water regarding your meter, please call **************. ThanksReview fromGloria G.
Date: 11/30/2022
2 starsGloria G.
Date: 11/30/2022
I filed a claim on 11/21/22 for the water line, a contractor came out, did an assessment and submitted a proposal 3 times. I have called daily and the only response I get is "It's been escalated, that's all we can do" I have not had water for 9 days and counting........American Water Resources, LLC
Date: 12/05/2022
Hi. I've shared your review and contact information with our account specialist team. Someone will be reaching out shortly. Thank you.American Water Resources, LLC
Date: 12/12/2022
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromPam K
Date: 11/29/2022
1 starPam K
Date: 11/29/2022
On Nov 6, 2022 we discovered we had a leak in our main water line with water also dripping into our basement.AWR opened a claim & contacted a plumbing company who promptly came out, investigated & submitted a proposal. Today is Nov 28th & our leak has been fixed by a company we chose & paid for with our own money.Despite contacting AWR & being run around in circles I felt we had waited long enough. I reiterated to AWR our leak was active & they truly had no concern. Not only was our water bill multiplying by the minute we had a small pond in our front yard, a giant soggy mess in our ************ had to purchase a meter key so we could turn the water off & on to the house.I don't appreciated being jerked around by customer service reps who evidently have been taught to talk in circles & give non-answers.Horrible customer service. I will be canceling my contract because frankly what good is this company if they won't do what they claim?American Water Resources, LLC
Date: 11/30/2022
** ***. For assistance, please visit ** online at https://************** and click the 'Live Chat' tab to chat with a customer service representative during standard business hours. Thank you.Review fromTammy H
Date: 11/28/2022
1 starTammy H
Date: 11/28/2022
Open a policy and cancelled the following day and added a rider to my homeowners insurance.Have repeatedly tried to cancel this policy for three days and it still shows active. Now they have charged my credit card. When you contact them they make excuses and never cancel the policy. Horrible customer service do not use this company!!!!!!!American Water Resources, LLC
Date: 11/29/2022
Hi *****. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/22/2022
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromSion S
Date: 11/28/2022
1 starSion S
Date: 11/28/2022
AWR does NOT honor their contract. I have paid for insurance for over 3 years. I did a claim a year ago and they didn't fix it. So I hired and paid for a company to repair it. I made a new claim 6 months ago and they said again that they will not fix the problem because of the original clan 6 months prior. But for the last year they are still taking my money monthly. Why would they do that if they wont repair it.I am extremely unhappy and they are very unprofessional. I have requested for a manager to call me over *********************************************************************************** the meantime there is no Hot water for over 6 months.American Water Resources, LLC
Date: 11/29/2022
Hi ****. I've shared your review and feedback with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/12/2022
UPDATE: Hi. It's my understanding that a customer service representative was able to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromTerrence T.
Date: 11/25/2022
1 starTerrence T.
Date: 11/25/2022
On American Water Resources website they claim that the BBB gave them a A+ rating. How is this possible? After we were scammed by this company I decided to look at the BBB website. It was full of customers describing a how they were also duped. We started paying $7.99/month in July 2022 for their water heater repair & replacement program. Our water heater broke on Sunday November 6,2022. We contacted American Water Resources that day. They made all kinds of excuses why they needed more time to put our case in the que. we called, did a chat. Many of our contacts with them were never acknowledged. They kept repeating that there was no other # to call. On 11/9 We were promised that our case would be expedited. They charged us a $50 service fee but they provided no service. Finally after a week of not getting anywhere & no hot water we got our own plumber to do the job. So then we called again to cancel the program. Of course they went ahead & charged us $7.99 again this month & when we complained again we were on the phone again for 43 ************** said we would a letter in about 30 days. We are NOT going to hold our breath waiting. Im going to contact anyone I can think of to get this company eliminated. Please tell me if you do indeed give them an A+ rating or if that is just one more lie on their website!American Water Resources, LLC
Date: 11/27/2022
Hi ********. I've shared your review and contact information with our account specialist team. Someone will be reaching out to you shortly. Thank you.American Water Resources, LLC
Date: 12/22/2022
UPDATE: Hi. It's my understanding that a customer service representative attempted to reach out to you. Please let me know if you have any questions or concerns. Thank you.Review fromAnnie C
Date: 11/20/2022
1 starAnnie C
Date: 11/20/2022
Thank you so much BBB for having reviews on your site we were thinking about buying a plan with AWR but the reviews has changed our mind.American Water Resources, LLC
Date: 11/22/2022
Hi *****. For assistance with any questions or concerns you may have, you can reach out to us via chat on our website at https://************** during standard business hours. You can also email us at ************************************************* as well. Thank you.
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