American Water Resources
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Nothing by runaround, lies, and garbage. Took service fee money and never sent a service technician out.
I would not recommend this company. I've been with them for many years, and this is my first claim. 10-19-24 I contacted them regarding broken septic pipes and raw sewage in my yard. A hurricane had ravished my yard previously and a tree uprooted, tearing the pipe with it. I paid the $50 service fee and was told to expect someone (service technician) to contact me within 3 -4 hours to schedule a visit. I was given the name of a plumbing service from over two hours away. That was my first red flag. Sunday afternoon I called the plumbing company, and they stated they had received no claim requests from AWR and had not worked with AWR for several years. (Estimated about 7 or 8 years) I immediately called AWR back and was told by the first phone agent that 1) a service tech had accepted the claim and would be in contact with me today (Sunday) THEN 2) service techs don't work Sat & Sunday, THEN when I pressed for a name of the "new" plumbing service, none was able to be provided (though they had accepted the claim ticket). The call went dead. I called back and was connected with a new phone agent who was confused by yesterday and today's calls. (Yeah, me too) and said the claim had been submitted as a regular call and not an emergency and therefor I should expect a call Monday morning between 8 and noon. An appointment would be scheduled then by a service tech. Monday has come and went, and no call. I called AWR back, and was told the dispatch dept. had tried to call me. I called it out as impossible and a lie as I had kept my phone on me at all times all morning as I had been anticipating the service tech and two other calls unrelated. Assured 100% I'd received no calls related to AWR or claims. At that point, i was tired of the lies, the runaround, the excuses. I said to escalate this to an emergency status and have a service vendor technician contact me asap to schedule a time to come out or refund my $50. I'd just gone through a cat 5 hurricane and was not emotionally ready to deal with their crap. It is now Tuesday morning 10/22 and surprisingly I have not heard from them, nor any dispatch departments or technicians to schedule visits. DO NOT USE this company. I would give them a negative rating if it was an option. Personally, a one star is rather optimistic and more than generous. I will also add the wait times on hold are toward the 25-30-minute mark each time, and there is a great likelihood the call will be ended on their end before you have resolution and need to call back for another 20/ 30 minutes of waiting to go through the verification process again and again. That was the icing on the cake for me.