Worst company ever! I truly believe it’s a scam. Try to put in a claim. All of a sudden, it’s not covered. They say one thing on their website, and when you question them, they double talk. After requesting our money back, and cancellation of our programs, they hung up the phone. Didn’t give our money back, in fact, they deducted another payment. I am contacting the NYS Attorney General about this scam.

I called them June 9th 2023 a few days ago t to repair a patio light and A/C thermostat . They called today June 12th and was told by Jakyia that they don't have any service companies in my area. They said call a company pay them and they Would reimburse me. They never planned to do anything. They are lairs and crooks. They should be jailed. I've been paying for months and got no service.

I have an apparent sewer blockage in the in line going to the street to my home. Smelly disgusting sewage out of my basement toilet and laundry room. I have an active policy for water/sewer line coverage with American Water resource and a claim was filed on June 9th at approximately noon(which was not a pleasant experience, the person very hard to understand and kept asking me question i couldnt answer because I am not a plumber) he said someone would contact me within 3 hours which of course they never did after several phone calls and chat bot call. I personal call the plumber they assigned, their voice mail was full and no longer taking calls. Another call to AWR another plumbers number called. Saturday the 10th at 2:30 they show up not equipped to handle any plumbing issues, Snake not long enough and not camera to use to go down into the sewer to determine what is going on. I am told nothing they could do. They would have to send someone else out. I ask when he doesn't know office is closed. In the meantime I am not using water or facilities because I do not want any more sewage coming up thru the toilet or laundry room. This is a Healthy issue, I am a senior citizen with health issue and this is not acceptable. It is now day three and still no one has called with a new plumber. This is a company that represents and Insurance all of Philadelphia PA and the don"t have the man power to service their customers. It a disgrace and a health issue

I've been trying to get a pipe in basement fix since February 2032 and its May 2023 and nothing has been done yet, each time I call I get the run around. I have been referred to at least 5 plumbing companies, and not one of them have been helpful with getting this taken care of. I believe, that this company is a fraud. They tell you you're covered for the very thing you know you may need to get the business and then when you call in a claim they tell you that it's not covered. I really do not understand how they are still in business. We should all get together and sue them in a class action suit. They are horrible to deal with.

I signed up for waterline protection program on 3/9/21. The monthly price was to be $5.85. Starting 07/22, they QUIETLY raised the price by 30% to $7.45! From 03/23, they changed the price to $12.80. More than double the initial price - WITHOUT NOTIFICATION OR PROVIDING AN OPTION TO CANCEL. I called them on 4/29/23. They had no explanation but said they would change the price to $6.49 and refund the excess amount charged from 07/22. I called them again on 5/6/23 to check on the issue. They told me without any explanation that NO refund was due and the person I spoke with lied. This was blatant robbery! This company is clearly running a bait & switch scam. They low ball an offer and WITHOUT ANY NOTIFICATION, raise the prices significantly. They provide no explanation and have the audacity to deny refunds for the amounts charged fraudulently. I wrote to BBB of NJ about my experience on 5/6/23. In response, a very rude lady named Rivian called. She provided no explanation for the price increases, lack of notices or any apology. Like a broken record, she kept repeating that no refund was due even though they stole my money. Icing on the cake was she hung up on me. STAY AWAY FROM THIS UNSCRUPULOUS COMPANY. I am filing a Small Claims case against them and advise all others who have been scammed to do the same.

SCAM. i was a customer for 13 years. when i cancelled my program, they charged me for another month. i had to pay because it's billed through my water company and i didn't want to affect my account with the water company. i called american water resources, the rep told me that they made a billing error and would credit my next bill which they did not. from then on i talked to about 20 different customer service reps who, with the exception of 1 supposed supervisor, told me 'that's not how we work' in reference to my request for a refund. they told me that since i canceled 1 day after their billing period, that i don't get a refund, although i didn't have coverage. HERE'S A TIP-YOU CAN GET CHEAPER AND FULLER COVERAGE FOR YOUR WATER LINE THROUGH YOUR OWN HOME OWNER'S POLICY. DON'T GO WITH THIS COMPANY, IT'S A SCAM. they will not identify the owner of the company or let you directly speak to their billing dept. STAY AWAY FROM THEM AND HOPEFULLY THEY'LL FOLD AS THEY DESERVE TO.

It’s a good program until you need it. They are imposters. Cancelled all my protection plans at my rental property and home. Shane in them!!

was led to believe it covered water leaks but turns out only main line leaks and main line sewer. so my issue has been denied. I canceled my policy as of today and will not recommend them to anyone.

I received an enrollment form from AWR. I chose the annual fee of $95.76. March of 2023 one of the drains in my basement was clogged. I contacted AWR and was provided a claim number and told that I would be contacted by someone from Hartmann and Sons Water and Sewer. I was contacted and an appointment was scheduled. When the plumber arrived he informed me that I would be charged $175 for him coming out. I asked why was I being charged when I had the protection plan and was previously told after confirming that I had unlimited coverage. He then told me that if he couldn't complete the job I would not be charged. After trying to snake the drain he told me he could only go so many feet and had to schedule another guy to come out and run the camara. The next appointment was scheduled for a few days later and the guy with the camara shows up only to tell me that he needed to charge me $2500.00 to bust up the floor to gain access to the trap because he couldn't get the camara through. I told him that I needed to hold off to discuss it with my children. Meanwhile DTE was working on our streets installing new gas meters and digging up sidewalks. I contacted a supervisor for both DTE and DWSD and both companies sent someone out to determine why I was having this problem. I contacted AWR to submit a second claim as I was advised to do so by one of the workers. I was told again that someone from Hartmann and Sons would contact me to come back out. I asked if there was a different plumber they could send other than Hartmann and Sons and was told they use several companies but they were all booked and only Hartmann and Sons was available. REALLY!!! After several days and no phone calls I contacted AWR again and was told that before Hartmann and Sons would come out I needed to remove the trap. I hired a plumber to snake my drain and it was now free of whatever was causing the issue. The original plumber was snaking the wrong drain and stated he didn't bring the correct tools to remove the cap from the drain I asked him to try snaking. The sewer lines were clear and I was advised that I didn't have a trap in the drain that Hartmann and Sons plumber tried to charge me $2500.00 for. This company did not want to help me after it was determine that I was not going to pay any additional money for work that didn't need to be completed. Beware!!!

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.