ComplaintsforAmerican Water Resources, LLC

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have reach out to them last year and a gain today 10/28/2024. I have tried both times to cancel my father's account. My father passed last year, I have offered to send them a death certificate. They still will not cancel his account. The money come out of my bank account I can prove it my account and that he have passed. He no longer leave at the address so why do I have to pay.. I was told to reach out thru BBB be Ivtake more action..

  

  Business response

  11/05/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 29th *****, correspondence regarding the complaint filed by ******* *********.
  
  Upon receiving the above reference matter, there is no record of Ms. ********* calling *** and requesting to cancel the protection programs on behalf of her father ******* *********. All programs were cancelled effective October 31st, 2024, and we have agreed to refund back to passing date of the account holder. We are in the process of refunding the amount requested, but we are waiting for Ms. ********* to send the requested documents for *** to proceed. We have spoken to Ms. ********* to provide her with the latest update, and we encourage Ms. ********* to call *** 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 response

  11/07/2024

  [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

  10/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted *** on 10/23/2024, about sewage in my basement. They sent out a plumber and the plumber stated that issue was not covered. Plumber stated that there was a foreign object in the pipe underground. The pipe is 4 inches wide underground. The camera picture that he showed me appeared to be a brick. There no way a brick can get inside the line unless the pipe broke under ground. All of the access points above ground are not big enough for a brick to get into the line. This pipe collapsed or broke underground. This was confirmed by another plumber who wasnt aware of AWR and their diagnosis. *** is telling me collapsed pipes are not cover under warranty, which does not make any sense. This company is a rip off. I will be cancel my account if this is not resolved.

  

  Business response

  11/04/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 24, 2024, correspondence regarding the ********* filed by ****** *****.
  
  ****** ***** is enrolled in AWRs Water Line and Sewer Line Protection Programs (WLPP/SLPP). On October 23, 2024,Mr. ***** reported a sewer line backup at his home to AWR. We promptly dispatched a licensed contractor to address the issue. The contractor cleaned and cleared the customers trap and used a ****** to inspect the line. During this inspection, a foreign object was found approximately 12 feet from the curb trap. Mr. ***** was informed that this issue would not be covered under his policy due to negligence. Following Mr.***** ********* regarding the denied claim, *** dispatched the contractor again to reassess the situation. Unfortunately, the contractor was unable to use a camera to inspect the line from the back as initially advised. However,it was observed that Mr. ***** had already had the line dug up and repaired by another contractor. Mr. ***** is now seeking reimbursement for the costs incurred from hiring his own contractor. We have requested that Mr. ***** provide a copy of the paid invoice for review. *** is committed to working with Mr. ***** to resolve this matter and will review the invoice for a possible reimbursement. We appreciate Mr. ***** patience and cooperation as we work towards a satisfactory resolution.
  
  We sincerely apologize for any inconvenience this situation may have caused ****** *****. We are committed to improving our service scheduling to prevent such delays in the future. Thank you for bringing this matter to our attention.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company needs to be stopped immediately from operating as a warranty provider. I have paid them every month for over a year for their warranty service. I went through another company after seeing several complaints it concerned me at the time. I started my warranty back up again about 6 months ago. I honestly believed they had gotten their business back in order after all the complaints they had received at the BBB. How can this place still be in business when they do nothing they promised to do to help the people that pay for these warranties? When l signed up for this warranty service l taped them explaining everything they cover. They said they have contractors in my area to take care of anything l would need repaired or replaced under this warranty contract. Our downstairs bathroom is clogged and they arent helping me whatsoever! Numerous calls to this company including speaking to ****** the supervisor. I have been hung up on several times. ***** promises on having a contractor come out to fix the issue. Within 10 minutes of this contractor being scheduled they canceled my appointment. This company took $133.00 out of my checking in the last week. I want my money back immediately! This business is a scam! This is breech of contract and fraud to take our money and get absolutely nothing in return. I have recorded them saying that they will absolutely send contractors out to make any necessary repairs as needed and they are liars they wont help me at all. Its been 3 days with no toilet or bathtub in working condition. This is an emergency and they wont help me with anything accept taking my money! HELP!!!

  

  Business response

  11/02/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 23rd, 2024, correspondence regarding the rejection filed by ***** ********. 
  
  Upon receiving the above-referenced matter, Ms. ******** called AWR on October 21st, 2024, to file a claim regarding an internal plumbing issue. Unfortunately, there was a delay in contractor allocation. Due to the delay, Ms. ******** requested a refund back to the initial enrollment date for all protection programs. *** has agreed to Ms. ********* request. We have communicated this update to Ms. ******** and will continue to work with her until the refunds have been issued. We encourage Ms. ******** to contact *** with any further questions or concerns she may have. 
  
  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 response

  11/12/2024

  [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

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday 10/19/24 I contacted *** regarding broken septic pipes in yard and standing sewage in yard caused by tree roots uplifting and breaking pipes during Hurricane ****** earlier. I was advised to pay the $50 service fee and a technician would contact me within 3-4 hours to arrange time to come. Upon asking, I was told tech was ************* from *********************. That is over two hours away. I never heard from them. Roughly 12 hours later, I called Carolina **** and was advised they have not rec'd any *** claims and don't do work with AWR. I contacted *** and was told 1) another tech service accepted the claim and would be in contact with me today, 2) Tech vendors don't work weekends, 3) no name of tech serv given. ALL by One phone agent. Call went dead after that. I called back, a new agent told me expect a call Monday am between 8 and 12. Mon 10/21 I called AWR at 2 and was told dispatch tried to call me (Bullshit b/c I had phone on me at all times anticipating earlier call that never happened) Agent could not tell me what dispatch wanted other than they called me. I said to escalate this to emergency, and I wanted a call from a tech by end of day or refund my service fee. That was yesterday. No call or refund yet.

  

  Business response

  10/31/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 22, 2024, correspondence regarding the complaint filed by **** *******.
  
  Mr. **** ******* is enrolled in AWRs Water Line and Sewer Line Protection Program (WLPP/SLPP). On October 19, 2024, ********** contacted *** to report a broken sewer line in his yard caused by a hurricane.  Following the complaint, ********** was contacted by an *** escalations specialist. He was informed that,as per the terms and conditions of the program, damages caused by natural acts or disasters, such as hurricanes, are not covered. Specifically, Section 7 of our terms and conditions states: What Repairs Are Not Covered? Repairing anything caused by natural acts or disasters, such as earthquakes, floods,landslides, or sinkholes.
  We apologize for any inconvenience this may have caused and encourage Mr. ******* to reach out with any further questions or concerns.
  
  We sincerely apologize for any inconvenience this situation may have caused **** *******. We are committed to improving our service scheduling to prevent such delays in the future. Thank you for bringing this matter to our attention.

  Customer response

  11/01/2024

  
  Complaint: 22456827
  
  I am rejecting this response because:

  When I was prompted to pay the service fee of $50, (Which Stil has not been refunded to me) I asked the phone agent whether this would be a covered repair or not. I explained just a few weeks ago I had dealt with another warranty company (As I pay for several in the mistaken idea most everything in and around my home is covered for damages). the other warranty company was for an appliance item. I paid $85 for a stated $75 service fee to that other company (Not AR) and spent three weeks going around and around and around with them regarding whether the item in question was covered. According to t the contract we both read, it was covered. They still denied it so that warranty company failed me, and I paid $695. Then the hurricane hit, and the pipe broke when the tree came up and landed on my house,

  So, I was crystal clear to the AWR agent on the phone, I will not pay the $50 service fee until I absolutely know this is a covered repair, as the contract says pipes broke by tree roots is. (Disclaimer, not if caused by tree roots downed by acts of weather). I could not afford to pay the $50 and have the tech come out and say it's not covered. I was absolutely assured yes; this is a covered repair. as I assume they were reading the same place in the contract that I was reading. I repeated my recap of the other warranty company and stressed; I needed to know this was covered. Upon assurance by phone agent, I paid the $50 service fee.

   

  Again, what followed what insane. I never got a tech to come out, as it was later stated this is not a covered repair anyway. And I have not received my service fee that I could not afford to pay in the first place. I am also going to mention, I am not a *** **** never been a *** and don't plan to become a *** I am, and aways have been, a Ms. ***** My name **** is a unisex name, same as *****/ ****, *****/ ****, ******/ *****/ *******, and ****, *****/ *****, ******, ****, River, ****** ****** ****** and many others.  Please do all of us a favor and do not assume our gender by our name. 

  And please refund my $50 service fee, since the service was never covered in the first place. And educate the phone agents to read the contracts fully so they can correctly advise the callers, so time and money isn't wasted on something that is never going to happen. 
  
  
  
  Regards,
  
  Ms. **** *******

  

  Business response

  11/11/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 22,  2024, correspondence regarding the rejected complaint filed by **** *******.
  
  Mr. **** ******* is enrolled in AWRs Water Line and Sewer Line Protection Program (WLPP/SLPP). On October 19, 2024, Mr. ******* contacted *** to report a broken sewer line in his yard caused by a hurricane.  Following the complaint,Mr. ******* was contacted by an *** escalations specialist. He was informed that, as per the terms and conditions of the program, damages caused by natural acts or disasters, such as hurricanes, are not covered. Specifically, Section 7 of our terms and conditions states: What Repairs Are Not Covered? Repairing anything caused by natural acts or disasters, such as earthquakes, floods,landslides, or sinkholes. ******************* fee reimbursement was submitted on October 24, 2024, and will be refunded within 7 to 14 business days from that date. We apologize for any inconvenience this may have caused and 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 response

  11/13/2024

  
  Complaint: 22456827
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  **** *******

• Initial Complaint

  10/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company breach contract by failure to provide covered services on accepted claims.Claim 1 - still pending from September 2024 about a leaking pipe . Claim 2 a backed up sink/sewer line which was emergency and required immediate assistance

  

  Business response

  10/23/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 19th, 2024, correspondence regarding the complaint filed by En Edouard. 
  
  American Water Resources (AWR) has made several attempts to reach En Edouard and we have been unsuccessful in reaching Ms. ******* by the telephone number we have listed on file. We (AWR) encourage Ms. ******* to contact us with any additional questions or concerns she may have. 
  
  (AWR) takes all consumer complaints seriously and we regret that this issue caused En Edouard 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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you can this company to try to get service you are told wait time is 30 minutes to over 1 hour hold. I tried to cancel our service on their online web site which has a button to cancel service . I was sent to a chat. The first ****** said she could not help me but got information like name address etc. and was to transfer me to another ******. After a wait on the chat of about 30 minutes someone finally came on and said they were unable to cancel service. Said to call a phone number. I called and was told wait time was 1 hour and 17 minutes. DO NOT SIGN UP WITH AMERICAN WATER RESOURCES. I think they may be scamming people.

  

  Business response

  10/26/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 17, 2024, correspondence regarding the complaint filed by ***** ********
  
  American Water Resources (AWR) has made several attempts to ***** ******* and were unsuccessful to reach her at the telephone number we have been provided for her account. *** is committed to aiding in this matter and eagerly awaits the return call from Ms. ******** 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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had issues with not being able to flush my toilets, when I called the business on Oct 6, 2024 they could not find any plumbers within their contacts to come out, after 4 days after I contacted a plumber of my own that I paid $160.00 out of my pocket to find and fix the issue. I called the business Oct ******* to cancel their service. When I first called and they told me to they did not have anyone to come out, I was offered another program coverage for $50 that was paid for, but since I cancelled everything I have been charged another $50 to my card that should not have been charged.

  

  Business response

  10/25/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 15th, 2024, correspondence regarding the complaint filed by *** ****.
  
  Upon receiving the above referenced matter, Mr. **** called AWR to file a claim on October 6th,2024, to report an external sewer line issue and there was a delay in contractor allocation which caused a hindrance in the repair being completed. *** was not able to locate a contractor to complete the repair, we gave Mr. **** permission to hire his own contractor and submit proof of repair and payment to *** to be reimbursed. AWR is waiting for the reimbursement forms to proceed with the request.  We have spoken to Mr. **** to provide him with the update, and we will continue to work with him until reimbursement has been issued. 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

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for insurances for many things in my house. One being the furnace. When my furnace broke they did not have an authorized repairman near me and allowed me to complete the repair with a licensed company and submit the bill for reimbursement. I did so. I did not receive the reimbursement. I called several times and got a run around of many reasons. First was it was still processing. I understood. Then it was approved August 12th. Then it was I needed to wait 4-6 weeks. I waited that long. Then it was two billing cycles and its been that long. Then it was two cycles from approval not my cycles. Its been that long. Still nothing.

  

  Business response

  10/25/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 18, 2024, correspondence regarding the complaint filed by ****** *****.  
  
  Upon receiving the above-mentioned matter (AWR) informed ****** ***** that there was a delay in processing her refund; however, it has now been completed. She can expect to receive it via direct deposit, as requested. 
  
  We *** 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

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  paid for a year of their service ( ******) had a water leak the company said they would have a plumber contact me within 24 hours which never happened i went 3 days ( september *****, 2024) waiting on them to get me a plumber after i contacted them multiple times i ended up having to contact my own plumber costing me an extra ****** out of pocket i then contacted the company again they instructed me to send them a copy of the receipt via email where i paid for the other plumber which i did within minutes of hanging up the phone with them and they would reimburse me the ****** i paid the other plumber this has been going on for almost a month with no resolution i have contacted them multiple times with this matter and haven't gotten anywhere i hope that you are able to help me resolve this problem

  

  Business response

  10/25/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 10th, 2024, correspondence regarding the complaint filed by ***** *******.
  
  Upon receiving the above referenced matter, Mr. ******* called AWR to file a claim on September 13th,2024, to report an external water line issue and there was a delay in contractor allocation which caused a hindrance in the repair being completed. *** was not able to locate a contractor to complete the repair, we gave Mr. ******* permission to hire his own contractor and submit proof of repair and payment to *** to be reimbursed. AWR is in the process of reimbursing Mr. ******* for the out-of-pocket expense incurred and we anticipate a reimbursement to arrive no later than November 1st, 2024. We have spoken to Mr. ******* to provide him with the update, and we will continue to work with him until reimbursement is issued. 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

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  received bill for 9/2024 showing an increase in my premium to *****. On 9/25/24 I attempted to cancel as it is too expensive for me. I was offered a downgrade in protection and premium to include only outside water and sewer lines for $12.49 instead of also including inhouse lines for *****. I accepted the offer and then was disconnected. No return call was initiated by ***. When I recalled I was informed that the previous agent misspoke and the charge was also $16+. Since I had already accepted their offer, I requested to speak to a supervisor. After being on the phone for approximately 4+ hrs that day I was told a supervisor would call me back later that day. The next day I again called and spoke with *****. Eventually his supervisor approved $***** /month for the product. When I received my next month bill, I am being charged for 2 protection programs for a total of *****. today I spent about two hours on the phone and online trying to reach a resolution. Spoke with agent Mich who transferred me to a supervisor who never responded. I hung up after 45 min. Started chat with **** who after about an hour session and much ring around the rosey type of tactics said the issue would be resolved with my next bill . I was not to pay this month's ***** and next month would owe about $16 which as the ***** plus a prorated rate. This offer is satisfactory. However they tried to overcharge and at least double charge me---two protection plans for this month!!--which I had great difficulty resolving. This to me sounds like a kind of double dippng by the company. It was only after threatening to report this to BBB did a resolution occur. I have email of the session if you need it.

  

  Business response

  10/16/2024

  American Water Resources (AWR) appreciates the opportunity to respond to your October 9th, 2024, correspondence regarding the complaint filed by E **** ******.
  
  American Water Resources (AWR) has made several attempts to reach E **** ******, and we have been unsuccessful in reaching Ms. ****** by the telephone number we have listed on file. We (AWR) encourage Ms. ****** to contact us with any additional questions or concerns she may have. In addition to such. Ms. ****** called AWR on September 26th, 2024, and requested to make modification to the protection programs on her account. *** re-enrolled Ms. ****** into the same program at a discounted rate. Since her previous programs bill date had already passed, the requested fee had already been sent to her water provider for the current bill cycle. However, Ms. ****** was not double billed, although the old price and new price were added to her October bill, AWR processed a prorated credit in the amount of $20.79, which will appear on her next bill.
  
  (AWR) takes all consumer complaints seriously and we regret that this issue caused E **** ****** 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.

*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. ↩