American Water Resources
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Dysfunctional company
What went right since I was with this company for several years? I have given them many chances to improve their customer service and the way they handle their business. It only got worse. Every time I called in a claim (usually for a sewer clog) it took a very long time to get a contractor to my house to fix it. A couple times I had to hire a contractor myself and pay for it and get reimbursed which completely defeated how this was supposed to work. When I tried to call or email them about why it was taking so long they kept telling me they couldn't find a contractor in my area. The 1st time they tried to use a contractor that was 100 miles away. It took 10 days for them to get someone here. When my water line broke I had to wait several days to get it fixed. Meanwhile my bill was going up and up and I couldn't turn it off the whole time except at night because I needed to have water. The last time my sewer clogged up I had to wait 24 days to get it fixed. Meanwhile I had sewer water running into my back yard. A health hazzard. I called a couple months ago and set up manual payments and took it off automatic deduction. A few days ago I called to make a payment and the representative told me that I had a credit for being a loyal customer for so long and they were giving me 3 months free so it wouldn't be due again until June. Yesterday I discovered they had deducted a payment from my account. I called and the representative was ignorant and rude in his attitude. He told me that they do not take manual payments even though I had already done a manual payment and there was no such thing as a loyalty program for longevity of my account. I had spent hours on the phone with them , wrote many emails and even sent a letter in the mail. I did suggest ways to improve their service. Someone called and tried to appease me. I hung in there with them for a long time thinking it would improve. I finally canceled my account after giving them many times to improve. That was the last straw for me. The service I had gotten from them had been unacceptable but flat out lying to me was the most unacceptable so I canceled. I didn't get responses to my emails or phone calls. One time a representative put me on hold and never came back. Another time when I was talking to a representative there was a screaming baby in the background and I couldn't hear him. I could go on and on but I think you get the gist. It was not very smart of me for staying with them for so long. It was a waste of money. I would strongly dissuade anyone from doing business with them. They are a completely dysfunctional business and the right hand doesn't know what the left hand is doing. DON'T USE THIS COMPANY!!