I submitted a claim for a sewer line replacement, they told me to find my own contractor because they didn't have anyone in the area, they even sent me paperwork for me to submit for reimbursement and then they denied my claim saying that I should have used one of their contractors. I somehow got someone on the phone who realized it didn't make sense so she resubmitted the claim and it was denied again saying something about how the work was done isn't covered. The agents repeatedly tell me that they can't help me because they are not licensed in CA and that they will submit a ticket for someone to call me back, or that they will escalate it with the reimbursement department and they will call in 24-48 hours but they never call back. They have also never responded to my emails. I've been in a customer service loop from hell for going on 6 months and nobody can help me. This is maddening! On top of all of this - they never even contact me to tell me when the claims are denied. I had to keep calling back periodically to find out status.

SCAM. I have been paying for water and sewer line protection for years. First time I file a claim, I call several times to ask if this is covered. It's covered in the contract, but I want to hear it from a live person. "Covered", they tell me, no issue. Then they deny it with no explanation given. Then they hang up on me while I'm trying to get information. They tell me (via chat) to call the plumber that they hired and sent to my house. I didn't hire the plumber, American Water Resources did. That aside, I called the plumber, who also has no information about the denial. I requested an escalation, which never came. Two separate reps have told me two different reasons why the claim was denied, both of which can't be true at the same time; at least one person is lying to me. I've been hung up on multiple times. Blatant scam.

I'm honestly so surprised that this company has 4 stars on here. I had them come out a year and a half ago, another plumber told me my sewer line needed to be replaced. The sidewalk was collapsing in and there had been a couple backups. The company cleared any backups but wouldn't replace the line. I suffered with sewage smells for a while before just paying out of pocket. When I did have them come out last to my property, it took so much time and headache to even get that taken care of. I addition, when I moved a couple years ago they could never switch the service address correctly in their system despite trying to work it out with customer service a couple times. Even when I closed my account, they still had my account under my old address. The company is incompetent and I wasted a lot of money supposedly to cover myself only to pay out of pocket as if I had no coverage.

I have to agree with the other complaints about AWR. On my block they have been called to clear up sewer backups over the years, and things seem to have gone smoothly. but when it becomes your problem then you want quick service too. Of course things happen on a weekend when it is impossible to do anything. Had not been in basement all day. My wife went down and saw the water on floor and slop sink filled. Called at 9pm and had to deal with in between operator who then tried to reach claims dept. They were busy for over an hour. He sent them email for me and when i got off phone i filed a claim on line. Sunday morn i was told to call the plumber which i did and they came in 2 hours. Job well done by Victor of Liberty plumbing. Why does NYC have to deal with a company in NJ and is doing business in a bunch of states but cannot fulfill its job. I am glad the cost was zero but the aggravation more than terrible. Can't run water or flush so urine bottles become a necessity.

The Water Line broke and the water was flooding in my basement. So the waterline needed to be repaired. I called the insurance company and they told me I had to pay $50 deductible for the initial dispatch of the plumber to come to my house. Then, the plumber came, and they told me that I had 2 options. The first option was that they would break the concrete patio to get to the water line underneath, and then repair the waterline. They would cover the breaking of the concrete patio and repairing the waterline, but they would not cover restoring the concrete patio which would cost thousands of dollars. The second option was they would dig down in front of the concrete patio, and cut the waterline and excavate from the basement foundation wall and cut the waterline. Then, replace the cut waterline with a new waterline section. The second option is completely not covered, I called American Water Resources and talked to them numerous times and different people and I got the same answer from all of them. And I ended up having to pay the whole thing out of my own pocket $2,350.

American Water Resources (AWR) operated in bad business ethics when they continued with unauthorized, VERY HIGH monthly payments of $27.99/ mo from July 2021 - June 2023 after the initial one year agreement of $12.50 a month for July 2019 - July 2020. Doc uploaded. I called and canceled any further service. I since learned from neighbors, public lawsuits, and MANY complaints against AWR's business practices. On 6/16/23 Jarrid ID#6019306 (AWR Cust Care Rep) acknowledged the validity of my claim via phone, and adjusted the june '23 bill to refund $27.99. He stated he is not authorized to refund the rest, so he submitted the rest via notations to their "Escalations Specialist," Matt ID#5012322. See Doc of refund for Proof of AWR admitting by their actions that they are wrong. The "ES" called and left me a message on 6/13/23. He instructed me to call him back at (618) 433 - 2300. I attempted to call him back several times, but received a recording stating, "Your call cannot go through as dialed. Please hang up and try your call again." This number does not receive phone calls, but only can call out from them. The ES called back. He claims that my cancelation call is not in his phone log. I believe that he is lying. He challenged find the exact date and time I called to cancel the non-service in 2021, and admitted that it is an impossible task. Proof is on phone recording. Just like the AWR Cust Care Rep did, Matt can adjustment each AW bill from July 2021 - May 2023 to refund me $615.77 total. He refused multiple times. To clarify why the repetitive charges were not noticed and just paid for 22 months, the front page online only shows the full amount that includes the AWR charges. The itemization is on the pdf bill only. I just paid the bills from the splash page of AW website. I am a senior citizen living on ss and pay check to pay check. I deserve $615.77 a refund. I am tired of companies taking advantage of American Senior Citizens.

This company is a SCAM & A RIP OFF. They take your hard earned money from you each month for a service that this company can not provide. The owners should be in jail. I'll give this company a triple 0 starts. This is a billion dollars company that are scamming people out of they hard earned money. Stay away from this company.... & Save your money!! This is an add on to my review. Just like the other person review that A Class Action Lawsuits Need To Be File against this fraudulent company. Let's Do it everyone!!

Don’t even deserve one star. Still waiting for a refund from Jan 2023 when I cancelled my account. They charged my water bill $115 instead of a refund. They said to “pay” it and they will “reimburse me. Fat chance of that happening. Iowa American water charges me a late fee every month for the outstanding amount on my bill. I wish I had a choice for water, I’d cancel them too

These people are liars and crooks. They have no contractors in my area so advised us to get our own plumber, pay them and file a claim. Getting the claim forms to file is like pulling teeth. Finally, I got them and filed. Waited a month with no reply, called them and was informed my claim was denied. My mother had multiple policies with this company for years and died a week before our water line broke. I pursued this to get our $410 back because she paid so long. But after about 20 calls and no results, the last guy hung up on me! I finally give up. Going to report them to the Attorney General's Office in Illinois where they are based. SCAMMERS! Please don't use this company! They should all be in jail!

Horrible customer service. I had water/sewer and in-home plumbing plus programs. They had an issue with my credit card on file and charged me twice, I had to call multiple times to get a refund, got the run around every time I called. Then called to cancel my service when they hiked up the price by 5$ monthly, and received a discounted rate, however they were to refund my previous payment when I signed up and never got the refund, called 3 times each time the person said I would receive the refund and STILL HAVEN'T GOTTEN IT. I cancelled all services today.