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

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

  
• 

  American Water Resources

  5201 Grand Ave Davenport, IA 52807

  
• 

  American Water Resources

  1410 Discovery Pkwy Alton, IL 62002-6504

  
• 

  American Water Resources

  5201 Grand Ave Davenport, IA 52807

  
• 

  American Water Resources

  1410 Discovery Pkwy Alton, IL 62002-6504

  

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:03/14/2025

  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.

  Company requires payment options stored on online account but they are “unable” to delete extra payment information. For example, I was trying to re-activate my coverage but was having an issue with the website. I tried using 2 different cards to pay (one credit, one debit). I still wasn’t able to pay my invoice. When i tried chatting with a rep, i let them know i wanted to delete my debit card info & i was told they “are not able to do that.” No company should force a customer to keep their banking information stored on their website. Customers should be able to add & remove that information at their own discretion.

  

  Business Response

  Date: 03/24/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 14, 2025, correspondence regarding the rejected complaint filed by ******* *******
  
  We appreciate the opportunity to address the concerns raised by Mrs. ******* ****** regarding her online account.
  
  Mrs. ****** has expressed difficulty in removing a payment method from her account. We have escalated her concerns to our technical support team, who are actively working on a resolution. We are committed to keeping Mrs. ****** informed throughout this process and will ensure her issue is resolved promptly.
  
  We encourage Mrs. ****** to contact us with any additional questions or concerns she 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 with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 03/24/2025

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

  No resolution as of yet. I am not able to delete my payment information. 
  
  
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 04/01/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 14, 2025, correspondence regarding the rejected complaint filed by ******* *******
  
  We appreciate the opportunity to address the concerns raised by Mrs. ******* ****** regarding her online account.
  
  Mrs. ****** has expressed difficulty in removing a payment method from her account. We have escalated her concerns to our technical support team, who are actively working on a resolution. We are committed to keeping Mrs. ****** informed throughout this process and will ensure her issue is resolved promptly.
  
  We encourage Mrs. ****** to contact us with any additional questions or concerns she 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 with any questions. Thank you for your time and consideration

  Customer Answer

  Date: 04/02/2025

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

  the issue has not been. The website needs to be redesigned to allow customers to edit their payment information. 
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/13/2025

  Type:Product 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.

  On 9/13/24, I called AWR to cancel my mother's coverage as she had recently passed away and there was a sale pending on her property. The representative I spoke with instructed me to send a cancellation request the email address of ********************************* which I did that very day. I received no response, but later received an automatic renewal reminder in the mail that indicated the annual premium would be deducted from the account on file on 1/17/25. I sent a second email on 1/3/25, advising the coverage had been cancelled as of 9/27/24 (the closing date for my mother's property) and requesting a refund of the portion of the premium from 9/27/24 to 1/16/25, the end of the covered period. I also advised my mother's bank account had been closed so there would be no auto withdrawal. Again, no response. On 1/17/25, I sent a letter explaining all of the above and requesting a refund to the address listed on the auto renewal card: *****************************************. Once again, no response, hence this complaint to receive the refund due my mother's trust, for which I am the successor trustee.

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 17, 2025, correspondence regarding the complaint filed by **** ******* on behalf of her mother ******** *******. 
  
  Upon receiving the above-mentioned matter (AWR) contacted **** ******* on behalf of her mother, ******** *******, to explain that the account has been cancelled and that we will be processing the refund that is due to her. 
  
  We (AWR) encourage **** ******* on behalf of her mother ******** ******* 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: 03/22/2025

  [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 assuming the refund is actually received.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/12/2025

  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.

  We had flooding in our utility closet downstairs and gurgling in our downstairs toilet when we took a shower in our upstairs bathroom and we had a friend come out who is a plumber and he said felt we needed our main line flushed. He then asked us if we had a policy with American water resources because they would cover this. We did and I contacted the company on Saturday, March 8th. The representative told me the company they assigned me was ***********. They gave me a phone number for this company and a claim number and told me that the company should call me that day, but to give them until Monday. By Monday March 10th, in the afternoon, when I still had not received a call from any plumber, I decided to look up the local ******************* in ************ and I gave them a call. The representative I spoke to told me that they do not have a contract with American water resources. I called American water resources back and told the representative that I I had spoken to Roto Rooter and they told me that they are not affiliated with American water resources. The representative then told me that they were reassigning my claim to another company called ************. They gave me the number for 3DM plumbing, which was the same number that they gave me on Saturday for Roto-Rooter. When I pointed this out to them that this number cannot be for both Roto rooter and 3DM plumbing they put me on hold and gave me an additional number for 3DM plumbing.I called both numbers and left detailed messages on both asking them to call me back and gave a brief description of what I needed done. I never received a call ********** (March 12) I called American water resources back for the third time about this issue and they assigned me a new company called ***********************, which is located in *********, ************, which is 153 miles from where I live. I doubt they will come that far.Can this please get resolved? I still have flooding in my basement.

  

  Business Response

  Date: 03/19/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 12th, 2025, regarding the complaint filed by **** **********. 
  
  Upon receiving the above-referenced matter, Ms. ********** contacted AWR on March 8, 2025, to report an external sewer line issue. AWR promptly dispatched a licensed contractor to her residence to investigate the matter. The contractor scoped the line and confirmed the presence of a foreign object. Subsequently, the claim was denied by ***. Ms. ********** informed *** that she had hired her own plumber and requested reimbursement. As a courtesy, *** has agreed to reimburse her to resolve this matter. We are currently awaiting the requested documents from Ms. ********** before proceeding with the reimbursement. We have attempted to communicate this update to Ms. ********** but have been unsuccessful in reaching her. We encourage Ms. ********** to contact *** 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 if you have any additional questions. Thank you for your time and consideration.

• Initial Complaint

  Date:03/12/2025

  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.

  Im paying the AWRUSA.com/SaveNowIn,to service my water and sewer line repairs. I've put in three claims for the same issue and they have not come out for either claim and have not called me to reschedule. My contract for the protection program began in June of 2024 and I pay regularly through the ******* ******** Water Co for this additional protection service till my contract ends in June of 2025. At this point I believe they are scamming me just taking ingredients my money every month and don't plane to fulfill the contract as required. I have paid them 210.00 dollars and want my money back.

  

  Business Response

  Date: 03/27/2025

  Thank you for bringing this matter to our attention. ******** Water Resources (AWR) appreciates the opportunity to address ******** ****** concerns regarding your March 18, 2025, correspondence.
  

  ******** ****** is enrolled in the In-Home Plumbing and Sewer Line Program with ******** Water Resources (AWR). Mrs. ****** filed a claim for a drain line clog, which was assessed and determined to be caused by leaking drainage lines and the tub waste and overflow. According to the terms and conditions of the In Home Plumbing Protection plan, coverage is provided for clogs and blockages but not for repairs related to leaking drainage lines. This exclusion is outlined in Section 7 of the terms and conditions.
  

  Mrs. ****** received service on two occasions, and it was determined that the issue falls outside the scope of coverage provided by the plan. We understand that this situation is frustrating for Mrs. ******, and we regret any inconvenience caused.
  

  We encourage Mrs. ****** to review the terms and conditions of her plan for further clarification. If she has any additional questions or concerns, she may contact our customer service team directly for assistance.
  

  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.

  
  

  Customer Answer

  Date: 04/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: My original complaint was not as stated by ******** Water Resources representative.  I had to  filed 4 claims before I got any service. My claim was for a leaking pipe that extended from the upstairs tub to the basement. Once On Course -Heating Cooling & Plumbing came out they were told that leaking in Plumbing was not included, they stayed on the phone for 20 minutes before they left they were eventually told, that gas line leaks, pipe leaks, total sewer line interior and exterior blockage and warn pipes were included in my plan. But because they had to stay on the phone for 20 minutes or more they would have to return the next day to start the work. By tub had a great flow of draining the water to the sewage, now I get standing water in my bath tub and now my wash tub in the basement which was not happening until after the work was down on the 14th of March. I talked with Matt from the excalation department promising to check into the matter and he would be getting back with me and if I had any questions or concerns I could call him personally on his direct line which he has not answered since. I have called Matt numerous time and someone let's the phone ring about 6 times or more then picks it up and hang right back up. ###-###-####. Since then I spoke with Mary who specifically informed me that I was covered and gate me a new date and claim # for 3/31/25 Cl # *******. Mary also, stated that she would call me Monday to make sure they came. No one showed up and I didn't get a phone call from Mary. My blood pressure has been up for the last week dealing with this company.  I have been stressed about this matter and have tried repeatedly to get this resolve. However I have been kept on hold for 20 minutes or more at times with several department with nothing but returned promises and claims that have not been honored. I canceled my subscription finally yesterday after waiting all evening for them yesterday 3/31/25. I have paid them faithfully since June 12, 2024. I feel cheated, disregarded and deceived by the company as a consumer and I'm owed a refund for my resolution regarding this matter. This is no way to treat a Senior Citizen.   Sincerely; ******** ******.
  
  
  
  Regards,
  
  ******** ******

  

  Business Response

  Date: 04/07/2025

  Thank you for bringing this matter to our attention. ******** Water Resources (AWR) appreciates the opportunity to address ******** ****** concerns regarding your March 18, 2025, correspondence.
  
  ******** ****** is enrolled in the In Home Plumbing and Sewer Line Program with ******** Water Resources (AWR).
  
  We appreciate your attention to Mrs. ******'s concerns regarding her clogged drain lines. We have had contractors visit her property on two separate occasions to evaluate and address the issue. Both contractors identified several portions of her drain lines that are rotted out and leaking.
  
  Under Section 7 of Mrs. ******'s terms of service, it is clearly stated that AWR does not repair drain lines under her IHPP coverage. Despite this, Mrs. ****** insists that the issue is a clogged drain. As a courtesy, we have arranged for a third evaluation to specifically address the clogged portion of the line. The contractor will assess and determine if the clog has been rectified.
  It is important to note that the leaks in the drain lines are not covered for repair under Section 7 of her terms of agreement. We have communicated this to Mrs. ****** and explained the steps we are taking to address her concerns regarding the clogged drain line.
  
  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.

  Customer Answer

  Date: 04/08/2025

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

• Initial Complaint

  Date:03/10/2025

  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.

  On 2/21/25 requested cancelation of service and refund money On 3/1/25 called back, as I had not received payments promised, they stated I would receive payment on 3/7/25 On 3/10/25 called back again did not receive payment, and said they would have to email billing department for refund. I asked for Management to get involved, was on hold for over 35 min. Called back once again and now say they will have Management call me back that was 1 1/2 hour ago.

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 13, 2025 correspondence regarding the complaint filed by *** **********.  
  
  Upon receiving the above-mentioned matter (AWR) reached out to *** ********** to clarify the outstanding charges on his previously cancelled account and informed him that these charges will be resolved. 
  
  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: 03/27/2025

  
  Complaint: 23045542
  
  I am rejecting this response because:
  
  This company already took my money and than states that I still owe then money for WHAT??? They state that they will wave the money I still owe them how dumb do they think I am. This is a very deceiving company and I recommend everyone to to stay away from American Water Recourses.
  
  Regards,
  
  *** **********

  

  Business Response

  Date: 03/31/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 13, 2025 correspondence regarding the complaint filed by *** **********.  
  
  Upon receiving the above-mentioned matter (AWR) contacted *** ********** to clarify the outstanding charges on his previously cancelled account. We informed him that the charges incurred have been waived by American Water Resources, and the customer does not owe any payment to us, as we have not received any funds from him. 
  

  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:03/10/2025

  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.

  I was a customer of the ********************** (AWR). I did not like their service and canceled their services because I was dissatisfied.I called for service in September 2024, and the customer service representative accepted the service request and dispatched a contractor to my home. I paid a $50.00 service fee. The service contractor came to my house and advised me the leak repair was not included in my service package. As a result, my leak was not fixed. I called *** to complain about why they would take my money for service and knew the service request was not included in my service package. They refunded me for that service call in September.Within a week another service contractor from *****, ** called my telephone on behalf of the *** and stated they were given my telephone number to follow up with a request for a water link repair. The contractor came out to my home. The result was the same as the previous contractor's. The type of service was not included in my product of services. I paid this service contractor $50.00 in cash because he stated I had to pay the service fee of $50.00 since I had not paid *** for the service call. I called AWR frustrated and asked for that $50.00 to be reimbursed because *** provided my telephone to another contract knowing the type of service was not in my service package, which caused me to lose another $50.00 and I want my money back!I made several (at least 10) calls and spoke with two supervisors ******** and *** who said the request had been accepted. The reimbursement can only be in a check ($50.00) in the mail since I canceled my service account with AWR.I want my $50.00 back! I did not request a second contractor after the first contractor and the customer service representative told me it was not a part of my service package. Still, my telephone number is solicited to a second contractor knowing I did not have that service type in my package. It is dangerous to let strangers in your home.

  

  Business Response

  Date: 03/19/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your October 20th, 2023, regarding the complaint filed by ******* *******. 
  Upon receiving the above reference matter, Ms. ******* contacted AWR on August 30, 2024, to report an internal plumbing issue. *** promptly dispatched a licensed contractor to her home to investigate the matter. After a thorough assessment, it was confirmed that the issue was not covered under AWRs Terms and Conditions. Ms. ******* requested a refund for the additional service fee collected by the second contractor sent in error. *** agreed to her request and processed the refund. We have communicated this update to Ms. ******* and encouraged her to reach out to AWR 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 if you have any additional questions. Thank you for your time and consideration.?  

  Customer Answer

  Date: 03/19/2025

  [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:03/01/2025

  Type:Sales and Advertising 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.

  This insurance company feels like a scam as we have had a plumbing issue for three days (started wed evening, made a call thurs am) and a plumber was supposed to come out saturday. Come to find out the claim was cancelled and no one knows why. Now the issue is an extreme emergency and they are just giving us no help. Feels pointless to pay for their services for a year now and the first time ever using it is nothing but problems and confusing / conflicting information. This company had poor communication and seems very disorganized.

  

  Business Response

  Date: 03/11/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 1, 2025, correspondence regarding the complaint filed by ******** *******.
  
  We are writing in response to the complaint filed by Mrs. ******** ******* regarding her Sewer Line Protection Program.
  
  On February 27, 2025, Mrs. ******* contacted *** to report an issue with her sewer line. Despite our diligent efforts, we were unable to locate a contractor to service Mrs. ******* on the same day as she requested. The claim was reassigned to a provider who could service Mrs.******* on Sunday, March 3, 2025. However, when Mrs. ******* was contacted, she advised that she had already hired Roto Rooter to service her sewer line.
  
  Mrs. ******* was provided with the necessary reimbursement documents to submit her paid invoice for review. We are currently awaiting the paid invoice for the repair. Rest assured; we are committed to working with Mrs. ******* until this matter is fully resolved.
  We encourage Mrs. ******* 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 Answer

  Date: 03/11/2025

  
  Complaint: 23007504
  
  I am rejecting this response because: This response is not accurate. We spoke with AWR 3/1/2025 numerous times after waiting all day for the contractor to show up. We called them and they told us our claim was denied and sent back. After speaking with *** they kept sending this claim to the same company that told ****** does not have access to their schedule until the claim is sent and that they do not have any availability until 3/5/25. It had been two days since our first communication to AWR (2/27/25) and now this was an emergency. We called rotor rooter and asked when they could dispatch someone. They said the next day 3/2/25. I told them I would call them back after speaking with AWR again. They have the call recorded so they can review but if they said someone could come on 3/2/25 we did not get that message. I was frustrated and called rotor rooter back to get someone coming on 3/2/25. They had to send a second team out mon 3/3/25 to remove the now frozen clog. They found mud in there and deemed our sewer pipe broken. I paid $1650 out of pocket for this. We called AWR back and gave them Rotor Rooters estimate to dig up the pipe and told them what they found. AWR's response was to send another plumber who identified the same thing as Rotor Rooter. However, he said the clog is just before the sidewalk and said to see if the city would take care of it for free. Instead of fighting on and on with AWR I called the city. It turns out in the end the main sewer failed, not our sewer pipe. *** also claims we ignored the calls from contractors on sat 3/1/25. That is also a lie. I was waiting at home all day for a call before I gave up and called the contractor they provided. The very first call we made on thurs 2/27 the employee at *** was told we have a plumbing issue and he was focused on upselling us more coverage than actually trying to dispatch someone to help us. We have still not received any emails from *** even after finding out from ******* in the escalations **** that ********** email address was not correct. ******* said she fixed this but we have not heard anything from them in days. We want reimbursement for the Rotor Rooter bill asap and our coverage to be reverted back to what is was originally as we no long trust this company for insurance on our furnace and water heater and we may consider cancelling this altogether because in all honesty, what are we paying to have insurance for when the first claim we made was a disaster like this? We have had no working plumbing for 12 days. This company simply just did not care but they were all too happy to take $50.00 from me for the claim on 2/27/25. 
  
  
  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 03/21/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your March 1, 2025, correspondence regarding the complaint filed by ******** ********.
  
  We are writing in response to the complaint filed by Mrs. ******** **** ******** nax regarding her Sewer Line Protection Program.
  On February 27, 2025, Mrs. ** ******** contacted AWR to report an issue with her sewer line. Despite our diligent efforts, we were unable to secure a contractor to service Mrs. ******** on the same day as requested. The claim was reassigned to several providers, but none were able to service her promptly.Subsequently, Mrs. ******** informed us that she had hired Roto Rooter to address the issue.
  Mrs. ******** has been provided with the necessary reimbursement documents to submit her paid invoice for review. We are currently awaiting the paid invoice for the repair. A refund for the service fee has been requested and is in the process of being reimbursed. Our team will continue to attempt to reach Mrs. ******** to make the necessary changes to the contract,as we are unable to do so without speaking to her directly on a recorded ********* assured, we are committed to working with Mrs. ******** until this matter is fully resolved.
  
  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: 03/24/2025

  To: Better Business Bureau,

  The company has responded and has agreed to reimburse us for the cost of a plumber. This matter has been resolved and these complaints can be closed.

  Regards,
  
  ******** ********

• Initial Complaint

  Date:02/26/2025

  Type:Sales and Advertising 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 ****************************** line coverage with ***. ***'s terms and conditions state that they cover "clogs and blockages in the sewer line". I had a severe blockage in my sewer line that was confirmed via scope. However, when I called to file a claim, representatives said they couldn't help me unless there was actively water or sewage backing up into my home. I pressed them and said that isn't anywhere on the terms and conditions (which it 100% is not). Finally they said they would send a service provider out. When the service provider arrived, he refused to perform any assessment and repeated AWR's party line, "If there's no water backing up, there's no blockage." Again, I had a MASSIVE root blockage confirmed by TWO SEPARATE plumbers who performed full video scopes. I reached out to another representative. She said I'm entitled to a second opinion, and she'll find a service provider to come out and provide one. I didn't hear back for a full day. I called her the next morning. She said I'd receive a call within 4 hours. No call. I called back and talked to a different representative who assured me my issue was covered and would be taken care of. He referred another service provider -- but it was the same one as before. When I explained to the provider over the phone that *** had ASSURED me of my coverage, she said she would have to talk to *** and confirm that directly. I never heard back from her, and I received a text that my appointment with their firm was canceled. After that I sent several emails to *** explaining the situation and asking them what my recourse is, what can be done, how they intend to make it right, etc. No one ever contacted me. I ended up having to pay for the issue myself. Also, Ive been paying for coverage from *** for at least a year and a half, but my dashboard in their site says Ive only been a member since October 2024, so now I don't even know how much I've paid them in premiums. I find this incredibly suspicious.

  

  Business Response

  Date: 02/27/2025

  American Water Resources (AWR) appreciates the opportunity to respond to your February 26th, 2025, correspondence regarding the complaint filed by ********* ******. 
   
  Upon receiving the above referenced matter, Ms. ****** called AWR to file a claim on February 25th, 2025, to report a sewer blockage and *** dispatched a licensed contractor to the home to investigate the matter. The contractor confirmed Ms. ****** had no active backup and the external sewer line was open and flowing. In addition to such confirmation, according to **** Terms and Conditions, we will not repair anything required by any local, state or federal agency inspection, unless otherwise covered by this agreement. This was discussed after Ms. ****** confirmed she was trying to sale the home and had it inspected.  We have spoken to Ms. ****** to provide her with an update and provided a resolution to resolve this matter.? We encourage Ms. ****** to call *** with any further questions or concerns she 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

  Date:02/26/2025

  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 am writing to formally dispute incorrect charges on my account with *******************************************. I was mistakenly billed $27.71 per month for four months (11/5/24, 12/5/24, 1/6/25, 2/6/25) after my water/sewer service should have been canceled, totaling $110.84.I have reached out to American Water Resources multiple times and spent countless hours trying to resolve this issue, but I have not received a satisfactory resolution. I received an email on February 19th, 2025 with a notice of cancellation. While this is satisfactory towards future charges, I was assured when I spoke to the last customer service representative that I would be receiving the refund for the 4 months I was erroneously charged, totaling $110.84. As the charges were applied in error, I expect a full refund of the $110.84 as soon as possible.Please review my account and confirm when I can expect the refund. If additional information is required to process my request, please let me know at your earliest convenience. I appreciate your prompt attention to this matter.

  

  Business Response

  Date: 02/27/2025

  ank you for bringing this matter to our attention. American Water Resources (AWR) appreciates the opportunity to address ****** ******* concerns regarding your February 26, 2025, correspondence.

  
  We are writing in response to the complaint filed by ****** ******* regarding billing and a price increase.
  AWR has spoken with Mrs. ******* and reviewed her account billing concerns. At her request, her service has been terminated, and a courtesy credit has been issued for the last five months of service. This credit will be reflected on her water bill within 1-2 billing cycles.
  AWR encourages Mrs. ******* 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.

• Initial Complaint

  Date:02/26/2025

  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 am writing to formally dispute incorrect charges on my account with *******************************************. I was mistakenly billed $27.71 per month for four months (11/5/24, 12/5/24, 1/6/25, 2/6/25) after my water/sewer service should have been canceled, totaling $110.84.I have reached out to American Water Resources multiple times and spent countless hours trying to resolve this issue, but I have not received a satisfactory resolution. I received an email on February 19th, 2025 with a notice of cancellation. While this is satisfactory towards future charges, I was assured when I spoke to the last customer service representative that I would be receiving the refund for the 4 months I was erroneously charged, totaling $110.84. As the charges were applied in error, I expect a full refund of the $110.84 as soon as possible.Please review my account and confirm when I can expect the refund. If additional information is required to process my request, please let me know at your earliest convenience. I appreciate your prompt attention to this matter.

  

  Business Response

  Date: 02/27/2025

  ank you for bringing this matter to our attention. American Water Resources (AWR) appreciates the opportunity to address ****** ******* concerns regarding your February 26, 2025, correspondence.

  
  We are writing in response to the complaint filed by ****** ******* regarding billing and a price increase.
  AWR has spoken with Mrs. ******* and reviewed her account billing concerns. At her request, her service has been terminated, and a courtesy credit has been issued for the last five months of service. This credit will be reflected on her water bill within 1-2 billing cycles.
  AWR encourages Mrs. ******* 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.