Most of the customer calls are no going thru getting hung up on a regular bases. But today after calling since Sunday I received a VERY GOOD REPRESENTATIVE, nane was Iris Hernandez, she took the inactive to dig deep in my file account to discover the issue that occurred, after speaking with other reps they didn't go beyond and above like Iris did!!! She was so knowledgeable and so pleasant we discover the issue. She was excellent!!!!! Thank you Iris Hernandez......

We thought we had a leak however American Water brought it to our attention that it was a bad leak. We were thinking in the water tank so we shut off the hot water. Looking for the specific leak proved hard. American Water also has an insurance program and luckily we signed up for it months ago. So after trying and buying all sorts of gadgets to find the link we called the insurance. They were swift and the plumber was quick about finding the broken pipe. Yes…broken pipe. He fixed the area and it was seamless. Now we are bad to having hot water. American water also allows for assistance when you have such a huge leak, the only hard part is getting the recipe to prove it was done.

My initial interaction with Shamika was excellent. The saying goes, "the first impression is the best impression," and I was pleasantly surprised by what I encountered on the phone. It was a positive experience. Shamika responses to my inquiries were very detailed and kept me updated on my requirements for the contract. Shamika manner made me feel really welcome, and Shamika was nice. I will stay with the company as long as they continue to be reliable, professional, and trustworthy. I hope that if I ever need your services, the job will be completed accurately and sufficiently, and I will be treated with the same professionalism as the person (Shamika) I talked with over the phone. It will also be a memorable experience. Thank you:)

Spoke with company on 10/26/24 on call over an hour trying to get a plumber for a leaking sink. The 1st rep I spoke with was rude and clueless. How does a leaking kitchen sink have anything to do with the water line contract when I have an interior plumbing contract so he told my request was not covered. I asked to speak to someone else he told me he could not transfer me to someone else and hung up. Called back got another rep he did schedule appt but I refused the company because of past poor service. I was then told they had no other plumbers in Baltimore, once I pushed back I was then told I had to wait 72 hrs to be assigned another company. Also a $50 service fee was request which was never discussed when I signed up. This is a dishonest company with unskilled employees in which i'm sure this does not apply to all employees.

I have spent countless hours on the phone with them, and I mean at least 10 hours in the past two weeks. My heating system was making a noise so I placed a claim with AWR online and paid the $50 service fee up front. AWR assigned me to a heating & AC company that doesn't handle electric heating systems, which is what I have. An incredibly rude agent I spoke with about this said he couldn't refund the service fee! Did I mention it was already taken from my account? I called there many more times and thought they were actually going to help me. This particular agent said she would escalate the issue and have the higher ups locate another HVAC provider and transfer the fee to a new company. Two days later, still no provider. I then called again and requested my $50 be refunded and to cancel my heating & cooling coverage as well as being refunded for all the coverage premiums I had paid since mid 2023. She did cancel the coverage and said she processed a service fee refund. Two days later, no money was credited to my account. I called again and an agent told me she could see on my account that it was being refunded and that it takes 7 to 10 business days for it to appear in my checking account. Five or six days later, still nothing. I called again yesterday and an agent told me she saw no refund processed on my AWR account and that she would do it immediately. She placed me on hold for about 40 minutes for this process. Who takes 40 minutes to do a very simple refund??? She said it was taken care of and I'd receive a notification within 24 hours. I tried asking more questions about it and she rushed me off the phone. She also said someone from the management team would contact me regarding my complaint. No one has done so yet. Still no credit to my checking account. They basically lied repeatedly and stole my money. I'll be reporting this incident to the police and the attorney general's office. I have submitted a complaint to the attorney general's office and refuse to spend one more hour on the phone with this company! I already contacted them again last night and still no response! This is clearly a scam and I refuse to be led in the lies your company has told me. Shame on you! I just want my money back and I'm not going to be told more lies by wasting more time on the phone!

Went above and beyond expectations!

I can't say enough good things about American Water Resources! My wife and I recently encountered a leak by our basement apartment door, and we were at a loss about where it was coming from. Thankfully, we reached out to American Water Resources for help, and they exceeded our expectations. From the moment we called, their customer service team was incredibly responsive and accommodating. They quickly arranged for a team of professionals to come out the very next day. The team was not only knowledgeable but also took the time to explain the issue and the necessary repairs. Thanks to American Water Resources, our leak was resolved swiftly and efficiently, giving us peace of mind. Their service line protection insurance truly stands out, and I wholeheartedly recommend them to anyone looking for reliable coverage and exceptional customer service.

This company is horrible, do not do any business with them. They do not pay for anything, or claim they will pay once you pay them for the overage of the quote. Case in point hot water heater cost $3,000 for 1500 square foot home. I would have to pay the $2,000 difference and heater can only be purchased through their preferred company.

I like the work that was done, the worker was on time and respectful and quick withe doing the work.

The plumbers, John & Austin, were timely, professional and kind as they answered our questions. They worked well together and got the job done quickly.