American Water Resources

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.

I woke up to my wife telling me the main waterline in the basement is leaking. We told American Water Resources about it, and that I need to get a plumber as soon as possible so our basement doesn't start flooding. We called the plumber to check it out and, while he was there - we asked if he could also replace the kitchen faucet. He said, you need a watermain guy, I can handle the faucet another time. We went through the process of getting the watermain fixed. I provided all the documents they requested, and after 3 months they said they were rejecting our claim. They twisted our words by saying the plumber caused the watermain leak when he was looking at the faucet issue. Most people know you do not need to shut off the mainline to replace a faucet, there are valves under the faucet to stop the water. I continued to speak with them - they passed my case to a 3rd party (OnCourse Home Solutions) to work through the issue with me. That person agreed with me that the 2 things are separate, and was saying (via email) that we should be reimbursed. All of a sudden, she told me the company is rejecting the claim and there is nothing I can further do. Pathetic how they will look to find anyway to get out of it.

I’m still awaiting services from over a month ago. I put a claim for plumber and back up sink. They collected a fee of 50 after I made a claim and it’s over a month and no technician or services came. I’m very disappointed and this conpany quick to add services but don’t deliver.

Major pipe break. Called in the am and was referred to Ikmar plumbing. Ikmar called and can not come out for 5 days. Called AWR back was given another contact (Singletary Plumbing) On hold 1.5 hours and at No 1 in the queue they put me to voice mail. Called AWR back and was advised Id receive another referral in 4-32 hours. Hung up and called a regular plumber. Bill is up to 300.00 already and the leak is so bad the water company called me to warn me. Check their reviews. 85% disapproval rating. Their reponses are copied and pasted throughout thier reviews. Any way it's cut I recommend people to avoid them like the plague.

After reading YOUR Reviews, I decided NOT to make a purchase! Glad I check your site out 1st!

The call center follows a scrip which is fine for basic repairs. I have had issues over the last several years and it has been nearly impossible to escalate. There is a more serious issue that at my property that is being ignored. The amount of money I have spent for this coverage, I could have been able to fix it on my own. Additionally, the companies that are contracted with AWR do not give priority. The last 4 times, I have had to call and track the plumber down and find out a time. Typically by the time the plumber comes is close to 7pm.

Good morning, I believe the guys name was Matt. He was extremely knowledgeable of my issues. Matt was very kind and respectful. He solved my problem quickly and completely.

Prices too high.

i DON'T KNOW HOW YOU OBTAINED MY INFO BUT i WANT YOU TO CEASE AND DESIST SENDING ANY MORE OF THIS TRASH TO MY MAIL BOX. I NEVER ONCE SPOKE TO NOR DO I INTEND TO SPEAK TO YOU/OR ANY ONE IN THIS CO. LEAVE ME ALONE. I HAVE ENOUGH OF YOUR PROPAGANDA COMING IN MY MAIL.

i was about to sign up till i saw all your bad reviews! as a company you need to clean up your bad reviews with some honest forthright service to your customers!

they keep sending me offers in the mail to sign up with them, I was about to, not now after reading all the negative reviews, thanks for the heads up !

Trying to communicate with a telephone rep has become nearly impossible anymore. I seriously need to decide if I should cancel all of my warranties, yes it’s gotten that BAD !

Horrible. Called on a Thursday to start claim (broken water pipe to house). They said they were entering it as an emergency since I had no water to the house. After no word for 24 hours, I call for status. After putting me on hold for 20 mins they hung up. I called back and they told me they submitted a work order to a plumber 18 hours after I called in the claim. They then told me that the plumber was scheduled to call to set up an appointment on Monday. So much for emergency service. Stay away from this company.

Everything from putting the order in, charges were told to me wrong, stated the pipe wasn't leaking yet but chipping, plumber got here no prevented work is done, then I went on my checking account and the payments I make on the 20th already charged. I asked for book be sent as to what you do never got it. now you wonder why I am thinking this.

Called to report sewer Smell and water in my basement. The provider said that everything was working, and there was nothing wrong with the sewer that it was rainwater coming into my basement. Call the water company back to express my concern and they said to give them a call if I have back up sewage in my basement. I personally contacted another person to come and assess my problem and he dug in the ground and found connecting to my sewer split, which he needed to repair. I am very disappointed with a follow up regarding my problem And cost me money, even though I had this protection plan, which literally covered nothing.

This company is a scam, using false information to deny claims. I've got a broken cast iron sewer pipe, and put in a claim. An agent I talked to today claimed the protection plan only covers clogs and blockages, not broken pipes. After I read her the fine print in the contract that said the plan covered "leaks, breaks, clogs and blockages of Your Sewer Line", she put me on hold for almost a half hour, then came back and said the repair was now authorized, and she would call the contractor right away, and I would get a call from them within 4 hours. 4 hours later with no call, I called the contractor who said there was no new calls from AWR. I called AWR again, and the new rep said the claim was denied since it was in a cast iron pipe, and cast iron wasn't covered in the contract. I pointed out that the contract had no such exclusion, and she couldn't show that in the contract either. She also said the computer record showed no information about my earlier call and so-called authorization! This company is a fraud - taking customer money for protection plans, but then refusing to provide the service they contracted for.

I have been trying since 9/27 to have a service call on my hot water heater. I have called them at least 10 times and they initially said they had assigned the job to a company. When I called the plumbing company with the claim number they said they were never contacted by AWR. When I called back they would put me on hold for long periods of time and then hang up and i would have to start all over again which always led to them not knowing what was going on When I finally spoke with with a supervisor she told me they can't find a company to assign the job to even as their website and literature says " one call problem resolution. How can they operate this service, if with all the HVAC and plumbing companies in NJ and PA they can't find one company to send out for this service. Also they claim they cannot call out and give any updates. This leads me to believe they are a scam organization since they can't handle or perform the basics of what their company is supposed to represent. They should definitely be investigated for fraud.

The people that are sent out is not the concern It is the people that collect the financial funds They are insufficient It is very difficult to understand them and they have over charged

Customer Service was very knowledgable, friendly and courteous

I called to ask questions about adding another protection on my property. My representative answered everything I asked and explained the program with kindness.