American Water Resources

We have been with AWR for 9 years. Summer of 2022 our sewer line clogged, they cleared it, it clogged again 2 months later, they cleared it, but did not fix the cause of the clog. We are clogged again and it cannot be cleared. Our family has not been able to use water facilities (toilet, shower, laundry, etc) for 7 days. The plumbers sent in a proposal 4 days ago to repair the problem. We have called 2xs a day to see if there has been progress, asked to speak to a supervisor (someone beyond the script given to off shore customer service center), and have been denied or told they would call us. And, I just discovered that they did not keep a record of our phone call this morning. Considering the hundreds of complains filed with the BBB on this company, they should not be allowed to advertise as offering sewer repairs.

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!!

called just now at 3-18-2023 about a sewer backup. These guys never showed up and never even called me to confirm. They gave me a reference number and that's it. They said their preferred vendor is going to call me (Joseph or something). I feel I have been had with this company and the cities that openly give contracts to this type of companies without oversight.

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 Water and Sewer 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 Water and Sewer LLC), and Hartmann and Sons Water and Sewer 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.

need a Zero didn't like rating them 1 star nothing but a hassle to call . can't even answer your questions, asked for a Manager they say there is none, 3 years in a row problems with them canceling your service even after paying them , is this company even real

Beware of this company. I had been a loyal customer for years without a claim. I experienced broken pipes before Christmas and reported it. Had to turn the water off to the house over Christmas. They said I was out of network and they had no one to send. I was told to hire a local contractor to do the work and send the paperwork and receipt of the work done for review. After doing that and waiting for weeks with no reply I tried contacting this company again and was cut off at least 5 times after being transferred only to be told my claim was denied because my contractor wrote the receipt wrong. American Water Resources did not bother to send the denial in the mail or try to contact me in any way. This insurance is a complete waste of money.

Had a water main break over a month ago. Was told by American Water Resources to find my own contractor after two days without water because they couldn’t find anyone to repair the break. I called a local company and the repair was completed the following morning. Was told by AWR to pay for the repairs and then email the invoices to AWR along with copies of the cleared bank checks to get reimbursed, which I did. After a week with zero response I called and was told they needed copies of the backs of my cleared bank checks, which I emailed immediately. After another week of waiting with zero response I called today and they’re only accepting emergency calls. After reading the other issues people are having with getting reimbursement, I think I’m going to call the Better Business Bureau and also the Attorney General of my state today to see if I can start a class action lawsuit. I urge everyone else having issues to do the same. This company is a complete SCAM. I’m also contacting Iowa American Water to demand every cent back that I’ve paid into the protection program.

I have been a loyal customer my entire life & I'm 73 years old, never had a late payment & when I switched payment method from automatic debit to using my credit card the company didn't send a bill till it was past due. They refused to refund or credit the late charge which wasn't my fault. It's too bad I don't have a choice for an ethical water company in its place. Horrible to deal with.

American Water Resources is a scam. I filed a claim 3 months ago. I followed all their guidelines. Because I had sewer issues both inside and outside my home, it was more economical to use the plumber I already had working the inside part to do the entire job. They pre-approved me for reimbursement once I paid to have the repairs done. I paid $23,000 for sewer repairs, maxing out my $8,000 of coverage. AWR was fully aware of this. Then I submitted the invoice showing the money I paid and credit card receipts showing the charges. AWR first claimed they didn't receive them until I sent them 6 different times. Then they claimed they had all the documentation needed and they would issue my refund after 6 weeks. I patiently waited, knowing I cant afford the credit card bills. After 6 weeks, I called and they told me my claim was on hold because they needed info from the contractor. I explained that I was pre-approved for reimbursement and they already talked to the contractor. They assured me rhey would get me taken care of. Nothing. They are a giant scam and NEVER PAY OUT!!! BEWARE!!!

This company is a FRAUD. I had three issues that should have been covered under my protection plan. I had sewer protection they sent a plumber and eventually claim was denied claiming issue was preexisting and was quoted over a 14k to fix. 2nd my steam boiler wouldn’t ignite I called and they said it would take up to 48hrs to have someone come take a look I escalated the situation and days passed by without no contact. When in contact i was told they had no service providers to find my own and that they would reimburse. 3rd my water heater started to leak I called and was told by their service provider that my 75 gallon is not covered. I tried Escalade situation weeks passed by until I had to call back. When I called back representative told me that the situation will not be escalated. I demanded several times to speak to a supervisor and was given the run around until I spoke to one who believed she was the owner of the company. She claimed she was the only one I could talk to and her managers dont talk to customers! By the end of that conversation she tried to accuse me of trying to commit fraud by saying this bs company should at least cover my water heater up to a 50 gallon which they would cover and I would pay the difference. This company is a fraud! They said the heater should have never been covered but yet they continued to charge for coverage. I guess they charge a low monthly amount so in case someone makes a claim they can say it’s not covered and refund the coverage amount. I requested a refund from day one for all services I was paying for and they refused. I am now going to dispute the payments with my credit card company.

When they are going to sell you everything is cover but when I had problem and called the company water leak is not cover I bought insurance for water leak but when I have leak is not cover

They raised my bill this month by 39%. That's with less service days and LESS water usage. Of course I called them and got B/S about rate increase. BY 39% I doubt it. Then they of course are in another state and when you say you want to talk to billing I was told , there is NO billing dept. WHAT. This is beyond NUTS..

If I could give them a zero that would have been my rate experience. I have been a member with of AMWR for over 5 years. As long as they have a technician in your area for the most part you are fine. However if you ever have to come out of your pocket you will never get your reimbursement back. They hang up the phone on you as they logg your number in so when you call the line will disconnect. Their plumber the Drain Medic is rude and unprofessional. He carriers a gun and speak about how everyone should vote for bush. AMWR is horrible when it comes to customer service, and they should be sued.

I have had nothing but problems with them. I called 2 times regarding my furnace...they never sent anyone. The 3rd time was told to contact our our contractor & submit receipts, etc. and we would get up to $1750 back. We had to have a new furnace & our claim was denied. They like to collect their yearly payments but do not provide the services....SCAM...wasted so much money on their service protections with no protection offered by them!

Only gave them a one because there wasn't a zero after making 9 call's finally got through to someone then had to give my information to 3 people contract says 24/7 customer service $50 copay anytime of day or day broken pipe in upstairs bathroom leaking water into my newly renovated down bathroom after all said and done was told couldn't come until morning so had to stay up all night emptying a small pan to try and save my new bathroom WOULD NEVER RECOMMEND THIS INSURANCE TO ANYONE DON'T WASTE YOUR HARD EARNED MONEY!!!!! BEWARE

Thank you so much TrustPilot for confirming what I already knew about this company, as I keep getting letters from them. Untrustworthy scam artists.

I submitted a claim for a clogged bath tub. AWR despatched a contractor to unclog it. The contractor came, and immediately told me that the pipe was old and needed replacement at extra cost to me. I told them just to unclog the pipe and leave the rest to me. They refused. AWR office were most unhelpful. I really don't know if I should have their service plan ! Horrible experience !

I had a sewer line back up 10/30/22 said it was tree roots. A second back up 10 days later came back out again. All good at this point. 3rd sewer line back up different plumber said all clear, while having done nothing and left. On monday I called plumbing co to find out why? They said I should have a camera run. It has been 4 requests for this, each time being told it was being escalated. Each time being told it would take 48 too 72 hrs to get approved. Today it took me 2 hours on the phone to be told the same thing again. This time my response was they get one bad review for every day I wait on a camera. Day 1

The customer service for this company is HORRIBLE. I am a member but have been getting solications about the same service. I called to ask why? I also mailed the letters back to their corporate office and received them back. According to the letter, their office is in NJ. yet, it could not be delivered. When I called, I was not allowed to speak with a supervisor and was hung up on TWICE. Additionally, after reading the poor reviews, I WILL NOT BE RENEWING THIS POLICY NEXT YEAR. A

HORRIBLE! Awful customer service! Spent hours on multiple days trying to get a claim handled with my septic system. It is now a month later and I still have no resolution or communication from them. I finally got and had to pay for my own septic pumping service. NOW, I’m having same issues again and can’t get anyone to assist me without saying they will have to call me back- which they’ve never done! AND, online my account appears that I didn’t have a claim! Yet, they sent me paperwork to utilize my own contractor, which I received after the service I had to arrange. This is CRIMINAL!