American Water Resources

Sarah B.

Horrible customer service. I had water/sewer and in-home plumbing plus programs. They had an issue with my credit card on file and charged me twice, I had to call multiple times to get a refund, got the run around every time I called. Then called to cancel my service when they hiked up the price by 5$ monthly, and received a discounted rate, however they were to refund my previous payment when I signed up and never got the refund, called 3 times each time the person said I would receive the refund and STILL HAVEN'T GOTTEN IT. I cancelled all services today (at least I hope this is the end, I'm 80% positive they'll charge me again and I'll have to call and set things straight AGAIN)

Dennis M.

worst customer service ever. They do not understand nor speak American English, Tried to have a drain line fixed -was denied --Called 4 times same run around. No one understands you-and you can not get a US rep or supervisor they simple refuse you.

Victor A.

Would not recommend this place for a claim my mother has insurance for sewer line had a difficult time getting a claim but had a Congress person that helped me to communicate than the next day I had them call me back to set up the appointment for damage to the sewer pipe they fixed it

Victoria K.

This company is a scam! I never dealt with anyone so dishonest and impossible to reach. For almost a month I am going through the useless scripted operators. I was selling my house and the sewer inspection failed because we could not obtain the video of my sewer line connecting to the city sewer. The buyers' inspector recommended to start with the waterjet. AWR send the plumber called ""Mr. Sewer"" who water-jetted the pipe, whoever he did not have skills and equipment to put the camera through the sewer cleanout in my yard. He said the house trap is broken (not covered by the AWR) and said that he needs to destroy the retaining wall and the fence. I called AWR for the second opinion, they sent DiTomasso Plumbing. The second plumber did nothing on my property, just listened to me and said that they are two-men company and small for the job. I called AWR again and requested the plumbing company with adequate capabilities to give the second opinion. They sent Krupp Plumbing, whose technician had no problem to go through the house trap, and located the break in the line under the sidewalk almost 2 feet away from the trap and retaining wall. He submitted the proposal to the AWR. The next day I received a phone call from the proposal department, from Kondra who rejected the claim, because she chose to believe the very first incompetent plumber who was uncapable to pass the camera through the trap and uncapable to detect a break in the line. More over she accused me and the second plumber that the video we provided was not done in my property. She said that the video is unclear. How can we get the clear video, if the broken pipe is going in the ground and is not connected with the rest of the pipe leading to the city sewer. If I had a clear video of my pipe connecting to the city sewer, I would not be calling AWR! Furthermore, Kondra told me that I need to dig the house trap myself, basically she is pushing me to do something that will put me in breach with the AWR agreement, so that she can lie again that by ""unauthorized digging"" I broke the line. When I asked her for the email address or a direct phone number, she became unclear and gave me the non-existing email address and operators phone number, so that I continue going in scripted circles. Kondra and AWR realize that the problem can be bigger than the small repair under my pipe, and the rest of the pipe under the side walk and needs to be replaces. This is the only reason the proposal of the second authorized plumber was rejected. AWR receives millions of dollars from their service subscribers and yet they do not want to fulfill their contractual obligations. By contract you must repair the break which was found by your second technician. Or send the third capable technician to confirm the break. I do not need to excavate the functioning house trap if the break in the is not related to it. Horrible liars, very hard to reach, waist of time, there is no one to file a complaint. Absolutely the worst experience in my life.
Side note, I also hired and independent plumber who also had no problem of running the video through the trap and located the broken pipe under the sidewalk. So, I have two reputable plumbing companies, one of which is authorized by AWR, confirming that the pipe is broken. Yet AWR refuses to go through with the their obligations.

Tyler L.

Had to reduce the price of my house when selling because inspector found a cracked water drain. Because it wasn't AWR's inspector that found it, no pay out.
Pretty sure it's some higher-up's relative's company. Aint it always the case?!

***They are also being investigated for fraud by the NJ's AT so there ya go****

J C.

Absolutely the worst company I've dealt with in a very long time. MAKE SURE YOU READ THE FINE PRINT! Do not trust what you are told over the phone. This company strung me along and left me without water for well over 2 weeks. Then they said they weren't responsible for the digging or accessing the pipe. Basically I waited 2 weeks for them to tell me last minute ""oh you have to get someone to dig it yourself and pay for it"" - if that was the case they should have told me in the beginning so I could start the process much sooner. The employees have a scripted response, same response they have to every question - and good luck understanding them.

Pooble M.

They target underage teens and dependent young adults to get them to enroll EVEN THOUGH they do not own a home. When trying to get the child off their mailing list it was met with arguing and phishing attempts for more information on the targeted child and their income.

This is not a legitimate business if they are targeting folks who do not meet the purpose of their service. How they got these kids' personal information is alarming. And they will not comply with getting the information taken off their mailing list.

Brandon L.

This publicly traded company has been doing well in the stock market but it's not doing well at all for the average end users. They are a total scam of a company. We called them last night about a property with an emergency issue in Brooklyn. We finally had to reach out to a private company because AWR never called back or showed up. They had a vendor of theirs calling us the next day to schedule when the problem is resolved.

When they first arrived in the metropolitan area there seems to be a lot of broken sewer lines all over the place. Since then, they seem to acquire a ton of customers via DEP (a powerful NYC/NYS gov agency) that advertises AWR as ""insurance"". All this is to the benefit of AWR's business domination. Wonder how they got the connection in city gov.

I think I should be due a refund for calling someone private. I highly doubt I will.
T. Aggarwala

One I.

American Water Resources (AWR) is a part of the typical municipal corruption. They've teamed up with a written endorsement from certain officials with the city of Detroit water department to provide residential water line and sewer line insurance to homeowners for a price. They work with one company in the city of Detroit to provide the services needed, Hartmann and Sons LLC, which isn't actually a plumbing company, or even a brick-and-mortar company at all. This company is a team of lawyers that have set up a sham business with legal filings, them as agents of the company getting paid, sham addresses that turn out to be private residences and such, and a phone service. An insured resident with a water line problem calls AWR. AWR calls the sham company, Hartmann and Sons LLC and Hartmann and Sons LLC contracts the work to actual plumbers that they've lined up to do some work, such as snaking out drains but anything with serious cost gets thrown back on the homeowner with a multitude of situations and circumstances in the terms and conditions of the contract in small print that are not covered. AWR, the sham company, and DWSD officials are in bed together pocketing insurance premiums, submitting inflated bills with kickbacks attached, and leaving city of Detroit residents all wet.

Jack A.

Had my main sewer line replaced per American Water. They allowed me to get my own contractor. Work was completed. Called to file for my reimbursement. Was given a list of paperwork I need to submit. I submitted everything on the list. Waited for 4 weeks. Finally got a e mail, They turned down the claim ! Said they needed more documentation. Thats BULL SHIT! I submitted what they asked for and now they are trying to find any way possible to not pay the claim. Asked to talk to someone in claims reimbursement. Was told there wasnt a phone number for that department, only an e mail address. That to is BULL SHIT! Iwill be in contact with the BBB. DEFINATELY do not use this company! I know I no longer will!