They had the plumber out within 12 hours and he fixed the issue in less than an hour. Great service from both water company and who they sent

I signed up for water line protection program more than 1 year ago, and has paid $6.65/month. Without any notice, it suddenly jumped to more than $27 in Nov. 2024. After long time calling/complaining, American Water sent its representative to talk to me and promise to fix this for me including giving credit back to my account. I did see the price dropped to $6.65 in Dec. bill, but has not got credit back yet. What I did not expect was that the price went up again in January bill to even higher level, more than $35. I had to cancel the protection program a couple of days ago to prevent further wrong doing. [New Development] AWR representative called me on 1/17 to credit me back $27.71 for January charge as "courtesy". Fact is that AWR double-charged me for the same protection program ($27.71 and $7.97) for January. We will wait to see if I will get the credit later. However, AWR would not do anything with Nov charge of $27.71 because AWR said the promotion rate $6.65 ended after one year. I would like AWR to show me where in its original ad material it says the normal charge of $27.71 would be kick in after one year. If I knew that, I would not sign on the protection program.

I called AWR today regarding early signs of a sewer backup into basement bathroom of a rental; I requested that pipe be snaked today to avoid backup. So far, they have assigned me two plumbing companies that are CLOSED TODAY. The first company called and told me they're closed. I checked the second company webpage and saw that they are closed. Now, I am on hold with AWR for a third plumber. Just learned that they do NOT HAVE PLUMBERS WHO WORK SATURDAYS AND SUNDAYS.

It’s true to read the fine print !! To begin the water company found movement and cut off my water since April mind you it’s Decemeber. I paid the 50$ for Geiger plumbing to send a youngman that did not scope the presumably defective sewer line with a camera but essentially took my word for what a home inspector wrote and told him as he was on the speaker phone and I was typing my notes as much of the conversation I could. He then proceeded to my garage and stood there and blatantly told me I have a 2 inch crack in 11 feet from the drain outside my garage ONLY after speaking with the home inspector over the phone. What a farce. I called in and the woman in the escalation department said that their stand (AWR ) is with the plumbing company. I have since spoken to my insurance who assured me those pipes don’t crack and another plumber who stated “those pipes don’t crack, the home inspector doesn’t know what he’s talking about”’and that he didn’t “see a crack”on the videos. Now I call back and Geiger offered to send their plumber back out again!!! I feel that the interest is with the plumber I see. I then called southside heating and plumbing who reported they weren’t successful with their camera, due to blockage that Geiger plumbing said was open. Although when I was there kneeling beside him and he jamming his camera into the clean out behind the house and said I would have to get it bettered and then showed me the beads from the fish tank that was clogging the clean out. Now I am at a complete loss as this home inspector had to recall multiple unsatisfactories on his report related to this sewer line report that I heard myself over the phone that he said he was going to relay back to the agent. And a plumber who did not do a camera inspection and completely did not do his job, but went reported back the AWR what the home inspector told him.

I would leave zero stars if I could. AWR contacted my elderly Aunt and Uncle to sell them an additional warranty. After checking with me, I advised them not to have a warranty. They called and spoke with a representative and told her to not renew the warranty they had already paid for. AMW did renew and charge their bank account for a full year. I spent over an hour on the phone trying to get a refund and it still is not resolved. The customer service rep was polite, but had no ability to do anything - she had to send an internal email to request a refund and is unable to tell me when that email would even be answered.

A complete scam. They don't want to repair a water line leaking valve because they said that the valve is not in the water line so where the valve is, in the air? They have a ton of ridiculous excuses, they want just your money. The worst company in the USA.

CONTRACTOR DOESN'T SHOW . AW GIVES YOU INFO THAT IS INCORRECT. HORRIBLE..HORIBLE CUST. SERVICE

The response was quick and the company took care of my situation seriously !

This is a scam. Do not sign up. They call you and tell you it’s necessary to sign up because if something happens it can be very expensive and they’re associated with all of NYC sewer lines, blah blah blah. It is a lie. I had a legitimate problem with my sewer line that collapsed and had a backup of water coming into my home. Instead of honoring there contract and the covering the expenses to fix it they said it was a “back pitch”, that was designed like that so they weren’t obligated to do it. Meanwhile the home is about a 100 years old and I’ve been living there for years. There was no way my sewer line could have been originally installed like that. I was paying for this bogus coverage for years and then when it came time for them to help me they refused. Shot down my claim with no legitimate reason or explanation. I do not recommend signing up for this coverage.

Got this insurance and called them to fix a water leak in the yard. It's three days later and never heard a single word back.