611 Customer Reviews
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Review from Randy K
1 star11/19/2024
If I could give zero stars I would. DO NOT get sewer, plumbing or waterline insurance from this company. My husband and I signed up for their Water Line, Sewer Line and In-Home Plumbing Emergency Program in May 2024. We repeatedly asked them to email our policy with all the terms and conditions. They never sent it. Since May we have been unable to login to their website. Each time we ask about it they say they are having technical issues and their IT department is working to fix it. You can sign up no problem but you can't login to your account for 6 months. Now we have a plumbing issue with our heater. You can't contact them by phone because the recorded message says the hold time is 20 hours. We used chat to speak with an agent to file a claim. We sent pictures of the issue and they determined it was covered. They said they would dispatch a plumber and that our fee (or deductible) would be $50. We were told that IF the plumber determined that the issue was not covered, we would be refunded the $50.The plumber came out and told us our leak is not covered and further shocked us by saying this company repeatedly charges their customers $50 service fees fully knowing that that issue is not covered. They just scam you for $50 and don't fix the problem. Since we never received our policy we were not aware that they even charge to send a technician. When we reached out for a refund we were told that the claims agent who filed our claim gave us false information and that the $50 is non-refundable.They wanted to send a different plumber for a second opinion and charge us another $50. What a scam! We immediately canceled our policy and hope they don't charge our credit card next month for the monthly premium. If they do we'll have to dispute it. Getting a policy from American Water Resources was a costly mistake.Review from Stan L
1 star11/18/2024
Have had the water line and sewer line "insurance" thru **** for a number of years. Have used them a few times for sewer cleanout, no problem. I had a problem with a sewer line 2x. The first repair was taken care of in a very professional way and was covered under the insurance. The last time I had a sewer line problem I called **** and told them my problem and they "said" I was covered under the insurance. The first ******* they dispatched was 1.5 hours away and had an opening is three days. I called back to NJAW and had to "beg" them find a local *******. I finally got a local ******* who came out the next morning and when he arrived, he said it WAS NOT covered. It would cost $1000.00 to be paid that day. What am I supposed to do with a sewer line leaking in my crawl space. I paid him. I called **** the next day and got a representative who could not speak English from *****. They said the ******* would call me back with and explanation. NEVER got a call back. I called 3 times to get an answer. I finally asked for a supervisor, and they said they would call me back with in 24 hours. NEVER got a call back. I got screwed . They are the only game in town
American Water Resources, LLC Response
11/19/2024
Hi ****. 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 our coverage. Thank you.Review from natelie c
1 star11/15/2024
********** THIS COMPANY IS A FRAUD.. *************. Signed up by referral from our city water company for sewer and water line repair. Its been about 4 or 5 years i have paid for this service automatically from my account, and just submitted our first claim last Saturday. a pipe burst in our front yard, it was actively shooting out water. i called this company and today is Friday and they have YET to send someone out. i have called numerous times for assistance and i am just being put on hold while i am having a plumbing EMERGENCY! we ended up having a plumber come out and pay for it out of pocket ourselves. in the meantime our house was ruined by this broken pipe. i called to cancel and was told they can not cancel my service! do not use this company its a fraud. shame on the companies who recommend them.American Water Resources, LLC Response
11/17/2024
Hi *******. 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 our coverage. Thank you.Review from Linda a
1 star11/11/2024
I've had problems with this company for months! It's almost impossible to get anyone on the phone to resolve anything. I've filed a complaint with BBB in the past and got a phone call from their corporate office. She said this and that but the disconnect is still from their customer call center. They have no idea what she said. As I'm looking at the customer review rating, I'm wondering how did BBB give them an A??? Something or someone need to get involved and help customers who's giving them their hard-earned money for services.American Water Resources, LLC Response
11/12/2024
Hi ****. 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 our coverage. Thank you.Review from Werner G
1 star11/08/2024
I can only agree. Hands off and if you get a flyer in the mail send it straight into to trash can. I signed up about 2 years ago for about $12.50/month for sewer and water service protection. It jumpt to over $30.00 without notice. I tried to cancel online. All I got was "Sorry we are having technical difficulties. Try again later". However the "Upgrade" button seemed to work just fine.I called to cancel. Not easy. They would not send a confirmation email about the cancellation. If it still shows on the next water bill I'll just deduct the cost of this service program.I just cannot believe that a public utility would lend its logo and billing service to this.American Water Resources, LLC Response
11/10/2024
Hi ******. 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 our coverage. Thank you.Review from William S
1 star11/07/2024
Just signed up trying to get some information of account number. Can't get through. I think this is a scam. I am going to report it to the Better Business Bureau and the State Board of public utilities.American Water Resources, LLC Response
11/08/2024
Hi *******. 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 our coverage. Thank you.Review from DeBorah W
1 star11/04/2024
New customer and first attempt to have plumbing work done inside my house. Have not been able to get problem addressed properly after initial diagnosis and 4 visits. Representatives at American Water Resources continued to send workers/companies that did not have the the necessary identified equipment to better investigate and solved the problem. Today, I called American Water Resources three times. I was told a supervisor would call me back. After waiting 5 hours, I have yet to speak with a supervisor and to have clarity about a problem that started nearly three weeks ago. Very disappointed.Dr. DGWAmerican Water Resources, LLC Response
11/05/2024
Hi *******. 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 our coverage. Thank you.Review from Kristine D
1 star11/04/2024
If my rating could be 0 stars it would be! The sewer line protection is a scam. I have been a customer of the program for eight years (shame on me for holding on this long.) I have had to use the coverage a number of times in my eight years and each time the plumbers would indicate they are making notes and there is a potential issue with my sewer line. In the month of October, I had plumbers out to my property a total of 6 times for a blocked sewer line, each time the plumber would recommend a camera inspection as it is suspected there is a break in the line. Both times the inspection was "supposed" to happen, the plumber would come out prepared or tell me they could not do it without charging me > $500 dollars. I have tried multiple avenues contacting the company regarding my issue and have only been able to speak to a different representative in the call center that reads me back notes, apologizes and offers me another insurance program. This protection is an absolute waste and I would not recommend it. As a consumer it would be more cost effective to save the money of what the program costs and deal with it using your own plumber to ensure accurate and appropriate resolution of the issue.American Water Resources, LLC Response
11/08/2024
Hi ********. 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 our coverage. Thank you.Review from Jamie W
1 star11/04/2024
This is a fraud. They charge $58/month for unlimited protection. I had a sewer backed up into my basement. The first ******* couldnt jet the debris clear as he didnt have this equipment. He stated the next ******* should start with that. The next ******* did not, but temporarily cleared the line. It backed up again less than 2 weeks later. Instead of starting with the jet service upon returning to my house, they again only temporarily cleared it. They then scheduled me for a separate appointment 4 days later for the jetting. They then postponed that and Im still waiting for a new appointmentAmerican Water Resources, LLC Response
11/09/2024
Hi *****. 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 our coverage. Thank you.Review from Gina F
1 star10/31/2024
Claim opened for a year. Terms and conditions are not provided upfront and then repairs are not covered. Trying to get resolution has been a nightmare.American Water Resources, LLC Response
11/01/2024
Hi ****. 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 our coverage. Thank you.
Customer Review Rating
1.81/5stars
Average of 611 Customer Reviews
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