American Water Resources

I am a property manager and have had to deal with them on behalf of my clients multiple times. You can't live with them, you can't live without them. On one hand, we had an issue where a water pipe burst and caused a major flood in the street. It would have cost the owner thousands to repair without the insurance and filing the claim was relatively easy.  
However, most of the time the customer service is just terrible. This morning I called and was told they could not file the claim because the account owed money. I had to speak with billing who admitted the account was on autopay and that no funds were actually owed. Then I had to restart the claim all over and was told the item was no covered. Having worked with them on several properties I knew absolutely that it WAS covered. I had to provide the address and info for a similar claim on another property and then all of a sudden it's covered. They seem to want to do everything possible to not give the coverage provided.
So in short, it's good to have in case of an emergency, but know you are often going to have to battle with them to get the coverage you are paying for.

This publicly traded company has been doing well in the stock market but it's not doing well at all for the average end users. They are a total scam of a company. We called them last night about a property with an emergency issue in Brooklyn. We finally had to reach out to a private company because AWR never called back or showed up. They had a vendor of theirs calling us the next day to schedule when the problem is resolved.

When they first arrived in the metropolitan area there seems to be a lot of broken sewer lines all over the place. Since then, they seem to acquire a ton of customers via DEP (a powerful NYC/NYS gov agency) that advertises AWR as insurance. All this is to the benefit of AWR's business domination. Wonder how they got the connection in city gov.

I think I should be due a refund for calling someone private. I highly doubt I will.
T. Aggarwala

Absolutely the worst company I've dealt with in a very long time.  MAKE SURE YOU READ THE FINE PRINT! Do not trust what you are told over the phone.  This company strung me along and left me without water for well over 2 weeks.  Then they said they weren't responsible for the digging or accessing the pipe.  Basically I waited 2 weeks for them to tell me last minute oh you have to get someone to dig it yourself and pay for it - if that was the case they should have told me in the beginning so I could start the process much sooner.  The employees have a scripted response, same response they have to every question - and good luck understanding them.

BEWARE:  

I have a leak in my front yard (water line) and called AWR and was told they dispatched it out - I called the plumbing co. b/c I did not hear from them and they said they would not come out because AWR had not paid the BILL on the last job they did for me which was a mall in home plumbing pipe repair.  My account is a Virginia Insurance Policy and they are suppose to reply with 12 hours of an emergency.

Each time I call, I am routed to an a foreign country and they have NO IDEA WHAT TO DO WITH MY CLAIM EVEN THOUGH I HAVE TOLD THEM NUMEROUS TIMES - WHEN I ASKED TO SPEAK TO A SUPERVISOR, THEY SAID THE ARE ALL IN MEETINGS.

AMR is now violating the Insurance Contract which is overseen by the Virginia SCC.

I am in an emergency and no help - I have paid on my waterline policy for over 5 years!

Update 8/31/2022: Service was performed by Drain Doctors at 8 a.m. on 8/31. The owner confirmed that he received the claim at 4:58 p.m. When I was contacted by an employee at AWR, she was nearly screaming at me on the phone when I asked for clear guidance on what I should expect when opening a claim.

Overall, if you have time and patience to deal with AWR, it is a worthwhile service. When things work with them, it is good. When things aren't good with AWR, you will spend a considerable amount of time working the phone. Document everything and don't get off the phone until you have confirmation that a contractor has been contacted.

Here's the original post:
We've had four claims with American Water Resources within 2.5 years. The first claim took four days to address a clogged main sewer line. While I understand that it can take time to get a contractor out, they are unable to effectively communicate, with different people providing conflicting info throughout the ordeal.

The next two claims were handled quickly and without issue. I didn't give it  much thought afterward, until I had to file another claim due to the same, repeat issue (clogged sewer line with tree roots).

I opened a claim on 8/30 at 7:16 a.m. EST. I initiated a live chat with AWR at 1:16 p.m. EST to check on the status of the claim. The AWR rep told me to call the contractor. I called the contractor who quickly told me that they had not received the claim, that this often happens with AWR and to tell AWR that they are not a contracted contractor.

I reached back out to AWR via live chat and shared this info. I was told three very different things:

1) The claim was sent to the contractor.
2) They were waiting for the claim to process.
3) There was a backlog of claims and I had to wait.

I called AWR back and was told by the customer service representative that the claim had not been sent to contractor. While on the call with AWR, I added the contractor, Drain Doctors, to the conversation. The manager at Drain Doctors confirmed that nothing was received.

The AWR claims specialist told me that the live chat person is in a separate group and that they had no idea why I was told to call Drain Doctors at 1:16 p.m.

When things work well with AWR, they work well. Regretfully when things fail, you are left with little recourse. We will have to get a hotel for the evening since we are unable to run water in the house without the sewer backing up into the basement.

AWR's terms and conditions don't provide guarantees for turnaround time and explicitly state that they have no liabilities for their failure.

Here's the exact language from the contract:
27. What Liability Does AWR Have?
You agree that AWR, its parents, its successors, its affiliates,
its independent contractors, and its and their officers,
directors, employees, affiliates, agents and contractors shall
not be liable to You or any third party for: (1) any actual
losses or direct damages in excess of the lowest applicable
per occurrence protection limit set forth above; or (2) any
amount of any form of indirect, special, punitive, incidental or
consequential losses or damages, including those caused by
any fault, failure, delay or defect in providing services under
this Agreement. These limitations and waivers shall apply
to all claims and all theories of liabilty and shall survive the
cancellation of this Agreement.

They target underage teens and dependent young adults to get them to enroll EVEN THOUGH they do not own a home. When trying to get the child off their mailing list it was met with arguing and phishing attempts for more information on the targeted child and their income.

This is not a legitimate business if they are targeting folks who do not meet the purpose of their service. How they got these kids' personal information is alarming. And they will not comply with getting the information taken off their mailing list.

I wrote an extensive review on 10/01/22 and someone named Elizabeth from AWR asked me to get in touch with her through direct messaging through Yelp.  

There's a problem, though.  AWR hasn't enabled Yelp messaging so though it appears that someone from AWR cares and is reaching out to help you, they're scamming you because they set it up so no one can reach them.

That about says it all, doesn't it?

From 9/27 to through today, 10/3, . . .  8 DAYS WITHOUT WATER and counting.

If you're one of the few, who can afford paying an exorbitant water bill, watching tons of water flood into the street so your plants don't die and you and your family can shower, brush your teeth, wash you face and use the toilet, then by all means use this company.  

But many people are struggling and times are uncertain so that's a LOT of money.  But you'll have no choice if you're insured with this company.  If they can't locate a contractor in a city the size of TULSA, it's unlikely they can help you with your water problem even if you call them daily begging them for their help.  

Why our utility company and the Association of Mature American Citizens (AMAC) would recommend them is a mystery.  Bet they'll change their minds when I bring their attention to these reviews.

I use Yelp for everything and have NEVER seen so many disgusted people (as of today over a 100 negative to 8 positive reviews).  And if you read them, these reviews are SO BAD, AWR should be out of business by now.

And for everyone who takes the time to comment, there are probably thousands of others who are so frustrated they can't be bothered writing reviews; they just want to get their water turned on.

But I'm not done.  I'll find some insurance commission who regulates companies like AWR and they can take care of this mess.

***  

Thank you, YELP, for allowing us to give others a heads up.  I would HATE to see other good people go down the drain with AWR.

Worst customer service. I paid for a service then 6 months later they cancelled my service for non payment when I had a confirmation number. They don't value their customers. The owner told me to email him and he would get back to me. He never contacted me. You can't speak to a supervisor. You have to leave a message and they say they will call you back within 24 hrs. I think they mean 24 yrs because it's been over a yr and still haven't heard from a supervisor. The best advice I could give go elsewhere.

Elizabeth H
thank you for your reply to my post, and asking for my contact info.
i was unable to provide that because every time i filled out the info, i would got an error message, and unable to reply to you.
i am still in a house with no water it 9 days now, and the local gas company is wanting to do work on my block and can't because of this plumbing problem that has been in AWR 's hands since 12/ 26/22...
your plumbing  contractor submitted the proposal on 1/7/23. and all i get is the proposal is pending just a review... this is insurance you sell? it's cut and dry to me but not your company.
now we can't live in the house for lack of water and the local gas company can't do there work for gas line.

please , please what is one to do?

I actually wish I could choose one star. If you'll take a look at my other reviews I rarely have ever only given star reviews but here we go.. this company is a nightmare. Everyone of their customer service agent were complete idiots dealing with my mother after my father passed away. She contacted these jerks numerous times to get the name changed on the account to her name and they couldn't even get that right on the contract. She would call and explain the situation to someone and then they would say sorry we can't help I can't help you and it would be an endless transfer to some other idiot and then another idiot and yet another idiot and even one more idiot... the death of their ignorance is beyond comprehension. Do not use this company.  yeah

We had a claim in November of last year and had to pay out of our own pockets  because they had no contractor in our area (Hayden,Colorado) . We submited a claim verbally in December,called again in January and was told the check was mailed 3 days prior(???right). Have called them once a week since as well as filled out the forms ,sent copys of receipts,and still waiting. They are terrible don't give them your time find someone else for your needs or you will regret it!!!!!!!!! They don't have a rating low enough for these people.

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 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 LLC and Hartmann and Sons 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.

DO NOT USE THIS COMPANY!  
This company is a JOKE.  I have paid them since 2015 and now that I need them, they kick me to the curb.  Their AWFUL customer service people ask detailed plumbing questions that I have no clue how to answer. (If I was a plumber, I wouldn't have to pay THEM).  They look for any wording they can come up with to say you aren't covered for that.  Be careful if you have a claim.  Nothing is covered.  It's like RV Warranty coverage.  You have to have the perfect scenario for them to even think about covering you.  I'm so fed up.  Have fought for two days with them to get them to cover this...  I even have their bill, saying what is covered, and my confirmation # where I paid it, and the guy is arguing with me saying it's not covered....  Really!?  So fed up.  What a total waste of money.

Just an update for MONTHS later, no one still contacted me back and no compensation for what I went through. GO WITH A DIFFERENT COMPANY!

My father has been without water since november.He has a problem with sewer water backing up in his basement sinks.It is January now and my father it is not fixed.After the company transcend plumbing located in philadelphia came out on December 8th said they fixed the problem and didnt.So the next appointment they offered my father was January 23.They came out and dug the same spot again.Now they are saying it is a problem in the house.American water resources says the fix is not covered.So my father is back to square one.He still isn't able to use toilet or shower.Transcend left the front of my house a mess and flooded my fathers basement.He has human waste in buckets in his house.Transcend told him they would get rid of it by dumping it out back on his lawn.My father cannot leave his house because he is on oxygen.This is how a senior citizen and veteran gets treated.He paid for the insurance for peace of mind.Now he is just losing his mind over this situation.I would never recommend this company or the company trancend.My response to elizabeth h.My father and I have been dealing with this since December 8th.Many calls made to your customer service dept and escalation dept.Issue isn't resolved and it is now January 25.The contractors didn't even clean up the front of my fathers house and when I approached the contractor to discuss this matter his response was I get out of my truck and kick your ass.I have a witness to him saying this

So after begging and pleading, which I didn't think we had to do for a service we pay for, we spoke with someone named Cortez Hamilton.

Cortez, scheduled for a plumbing company called Drainmen Plumbing Inc. on 11/17

The plumber was a very likeable guy, he did inspect things but couldn't do much because he was informed that we needed to make separate claims, a claim for the stack and to call Cortez back so that they could inform us on how we could make those claims.

Drainment Plumbing Inc. sent Cortez the report and a quote, but we as the owners of the property were never sent this report nor could we get details of what was found. Cortez refused to send us this report after we asked him to, he also mentioned that because there was the rotten wood in the bathroom that he would not send anyone else out until it was repaired.
I couldn't attend the call with Cortez because I was unavailable, I called and left a voicemail for him to reach me, and it's been more than a week with no response from him, which aligns with my experience communicating with American Water.

I've never seen a company literally never follow up to do their jobs before American Water Resource.

The same bathroom that we informed them about in January and did not have rotten wood at that time, but over the course of time due to American Water's negligence to respond to our issue, the problem worsened and water continued to leak since January. Structural damage that did not exist prior to the January incident and was a simple plumbing problem, now involves construction in 4 rooms and our basement because American Water Resource dropped the ball horrifically and sat on our opened case for months before still doing nothing.  Hung up on constantly by representatives, lied to by managers and overall unhelpfulness, they don't want to hold themselves accountable.

No amount of talking fixes this issue, avoid them if you can.

I filed a claim online today due to a batthtub water flow issue. After I paid the service fee, I waited 2 hours and called. Customer Service told me they did not cover my issue and they can't see the claim or payment I submitted. They also owe me $44.00 for monthly deducting $4.98 for a coverage I canceled in January 2022. I hate that that it takes so long to get my money back, they have to open a dispute that takes 30 days or can't see how they took a payment. Every time I call Customer Service they can't help me or know what's going on and half the time they are very rude. I feel helpless with this company and suggest to find another one.

Here we are , 2 months in Elizabeth and your still billing me. I cancelled the contract 3 months ago. I spoke with a representative 4 times now, all different! I would like your bogus charges off my bill. Yes, it's a shame that your company hire out to another country to determine if customers in the USA actually have a claim. They could care less! There rude, condemsaying, jealous and play on the phone with their disguised voices. They run with the assumption that Americans are less inform and can afford the waste of American dollars. I am American and that is far from the truth! Stop trying to RIP us off! I no longer will do any business with a company that cares so little--by hiring out of this country for customer service, but solicit Americans dollars.
Disgusted! Feedup! Disappointed!

I've had their service since March 2012.  My first call to them was Feb 23, 2023.  They assured me someone would be at my house the next day at 8 AM.  No one ever showed up.  I called later in the day and they gave me a claim number and the number of a plumber that would call me within 24 hours.  72 hours later, no one called.  I called again on Feb 27, 2023.  I was told there was no claim.  I asked to speak to a supervisor.  I was put on hold and dumped into a survey and disconnected.  I called again and put the info in for a call back.  They said it would be within 10 minutes.  8 hours later, no one has called me back.  After paying for this insurance for 11 years, I called my own plumber and am paying for it myself.  Do not get this insurance!  They will never call you back.  It is a total scam through Pennsylvania American Water.  For a utility company to be ripping off their customers is despicable.  
Sally D.

Had my main sewer line replaced per American Water. They allowed me to get my own contractor. Work was completed. Called to file for my reimbursement. Was given a list of paperwork I need to submit. I submitted everything on the list. Waited for 4 weeks. Finally got a e mail, They turned down the claim ! Said they needed more documentation. Thats BULL SHIT! I submitted what they asked for and now they are trying to find any way possible to not pay the claim. Asked to talk to someone in claims reimbursement. Was told there wasnt a phone number for that department, only an e mail address. That to is BULL SHIT! Iwill be in contact with the BBB. DEFINATELY do not use this company! I know I no longer will!

You can see in the responses that a customer service rep reached out to me. They did, then stopped taking my calls- but then magically called me only after I pursued the process legally.  He called me again yesterday and once again won't return my calls.  I CONTINUE to pursue this legally and will post here regularly so everyone can see how HORRIBLE this company truly is.  Payments are easy; but when you need them most (and according their OWN agreement-in this case the Sewer Line Protection Program) they are nowhere to be found and offer nothing.  I WILL win...will keep you all posted on HOW to do what I did when I'm through.  I'm on a mission to ensure this company can't sell these fake agreements ever again.

I paid for IN Home Plumbing Emergency Repair Program that states that it coverage is up to 1,500.00 for in home Water Line Repairs and Coverage for in Home Wastewater Line Repairs for up to 1,500.00 to a total of 3,000.00 for both. I called and spoke to two people one hung up on me and the other said it was not covered even though it states right on the paper I was sent to sign up states otherwise. I had waited on the phone for hours just to speak with people that would not help him.

They allowed a company who they contract with deny my claim because they weren't getting paid enough. Then never assigned me a new plumber to replace my sewer line. I had to just pay out of pocket. So there's really no need to have them, you are better off with a savings account for major repairs.

Customer service is HORRENDOUS. Be prepared to wait an hour to speak with someone. I am canceling my insurance this is not worth the headache.

****UPDATE- a customer service rep contacted me personally. Also, when the plumber did arrive at my rescheduled appointment he (Ron) was excellent and courteous. (My first appointment did not happen because the plumber was running late and I had to call repeatedly to learn he was not coming - the customer service rep said she would provide this feedback).

I have a problem with my water line .
According to AWR website they cover it .
Called the company and a lady by the name of India was arguing with me that they aren't covering it .
I'm paying  the water and sewer insurance premiums for years now and when I have a problem, they won't cover it .
Be careful- it's a scam !
Checked BBB and they have  hundreds of complaints against them .
VERY DISAPPOINTED!!!

Still waiting for a refund since November. I have been on hold all morning and both representatives say the refund should have been sent with in 10 days.  Someone needs to to something about this company. Someone named Elizabeth from AWR will post a reply to this message but there is no way to contact her via this site.

Rippoff!!!!!!!
Don't waist your money paying the yearly premium. When you need them that will find every excuse why the will not cover the problem you have. Before contacting AWR we called our plumber and he said that the issue we have it should be covered under the the plan we are paying for.

I paid for an insurance policy for my water heater the heater went bad the tank cracked they sent their plumber who confirmed that it was covered and after 4 days I am still waiting on the approval. So I've been without hot water for days. the call center is very nice but they do nothing but give you lip service. I asked to speak with a supervisor twice and never received a call.

They aren't covering claims related to storm damage but don't disclose that information when i put in a claim to repair a hot water heater. They took my service fee and I didn't find out it wasn't covered till I spoke with the assigned contractor. Spent hours trying to get a hold of somebody but was stuck in the same hold music loop for hours or it just transferred me to a survey.

If something isn't covered, just tell me upfront and I'll deal with it accordingly. Don't waste 24 hours of my time that I could of used getting the issue resolved by somebody else.

Do not use this company. This is a complete SCAM. I have paid them for over 10 years for 2 homes. I finally filed my first claim and was supposed to be reimbursed for work I paid out of pocket to get completed. I could not wait the days and months that other customers had to wait to use their subcontractors. They owe me $4000 and never return the call or send the magical email they refer to every time I call. it's been over 10 weeks. I am pursuing legal action.

We have been customers for only a few years. We initially got the water, sewer and in-home plumbing insurance. When we did have to file a claim, resolution was swift, effective and the workers AMAZING. Since we are an older couple(my husband is a Vietnam era veteran and a senior with health issues), we decided this was a wonderful option for us and soon signed up for the heating system repair and water heater repair-replacement programs. Unfortunately, not long after we made that decision(earlier this month) we turned on our heat for the first time this year and ....... nothing happened. It's a boiler, so the first thing we did was check the water level...it was fine. Thermostat said heat on...no heat. This was October 8, so it was a weekend and it was still fairly warm at night, so we filed a claim first thing Monday morning. No issues, lady was very nice...paid the deductible by phone, wrote down our claim number and...well..that was it. Never heard from anyone. On October 12, I called because we had not gotten any email confirmation either(which came pretty quickly with the first claim for our pipe) and was surprised when I was told there were no contractors available. We were expecting our first below freezing temps and night and my husband has circulation issues. I relayed my concerns to the guy on the phone. He escalated our claim to urgent. Well...10 days later, now temps at night are anywhere from 29-34 here, (todays high for our area was 44 degrees). I have spent several hours in phone calls and chat repeating our claim number and information over and over trying to find out what is happening, no one has an answer. They just keep assuring me that our claim has been escalated, but there are no contractors available. We have a limited income and so are at the mercy of these people and we have absolutely no idea when(or if) anyone will be out. Save your money...go for the plumbing insurance, but forget the heating system repair...do yourself a favor and just put that money in an account every month for when something happens. I really don't see how it can be legal to sell insurance for a service when you know you do not have any contractors for that service...but we fell for it and now we are freezing at night with no clear resolution in sight.

UPDATE: On 10/20 a contractor finally called us. When telling him what the issue was, he stopped me mid sentence and said Wait...is this a boiler furnace?. When we confirmed that yes, we do have steam heat/water based heating, he then said Oh...American water doesn't cover boilers. I don't know why, but they have sent me 4 boiler requests this week and they rejected the repairs for all of them saying they are not covered. We were speechless. We had been on the phone with 4 different agents and on chat with 2(all in the last 2 weeks) and when we paid the deposit, we told them it was a boiler. The claim also was approved based on our description of the issue...after we got off the phone with the contractor(SUPER nice guy) we contacted American Water and they agreed that steam/water based heat systems were NOT covered and after almost an hour in chat and 1/2 hour on phone hold, they finally agreed to give back our deposit and cancel the insurance. We have the transcripts of all chat conversations and they agree that they dropped the ball on this one. Just posting this for other seniors and people who are on fixed income so others will be aware that American WATER DOES NOT COVER WATER-BASED HEATING SYSTEMS(although  they only tell you that in an EXTREMELY hard to find section of the terms and conditions in tiny print. They WILL NOT tell you that when you sign up(even when they ask what type of system you have) and they will happily take your money anyway. Again we say to you...DO NOT WASTE YOUR MONEY.  We are having they contractor come out privately and are paying ourselves, but it will take several weeks to get the deductible back(they mail a paper check) even though it only took seconds to take it out of our account. WORST customer service experience we have EVER had.

Update:as of 11/15/22, we have never received the check for the $50 deductible we paid for services that were never rendered on a repair program that we were not covered by. We have the transcripts of multiple conversations where they told us we would have it in 3 weeks...that was over a month ago.

This company takes your money then won't even honor a bill after they failed to have a contractor contact me. I reported a water leak on my service line and was told 24-48 hours, first of all are you kidding me? They aren't paying for the water that continues to be lost from the leak while waiting for a contractor to call. The almost a month later I still haven't hear from a contractor.  Of course I didn't wait oh and I was told you should have call us again, so I could be told another 24-48 hours. Then I was told they would not honor my licensed contractor while the form clearly states Licensed  Contractor not ONLY their license contractors who never contacted me. They couldn't or wouldn't even tell me if they had one for Kansas.
This company is a rip off and I would advise every one to seek the coverage through their home owners insurance. This company needs to be shut down.

This company is a scam. When trying to make a claim they drop your call. It takes hours to get through to a live person and if you do they put you on hold and then drop the call. They never call back. Just take your monthly payment and run. I will report to the BBB next.

They first responded promptly to my backed up sewerline claim, but once they had a plumber come out and say the blockage was caused by a 3rd party they said there was nothing they could do about it. They neglected to tell me that they had closed my claim and I only found out 5 days after the plumbers said they were going to come back and fix the solution. AWR does not care that there is raw sewage building up in my basement, all they care about is my monthly payments. They won't even get a second opinion regarding the cause of the blockage. Their pitiful customer service just gives you the runaround all while sewage continues to build up. They should fulfill their contractual obligations and fix my sewerline. No one put an obstruction in the trap, its just frozen grease build-up that is causing the blockage.

This is a complete waste of money. have paid premium for 3+ years, a clog and damage occurs and they deny the claim with NO explanation beyond the claim is denied.  What a disgrace.  They should be ashamed of themselves.  Do not waste your money like I did.

I have been trying for 3 days to get through to this company for help. I have service line protection but if you can't report a problem you can't get service. I plan to cancel my line protection and save $30 a month

Yeah, I am reading this thread of godawful reviews and realizing that the service I received on Tuesday was not only horrendous but typical of their company. I can certainly understand why Pennsylvania American Water, who advertised their services and bills me $18.99 a month for coverage, washes their hands of that abomination in Mt. Laurel NJ and tells teed-off customers that they're not affiliated in any way. I have more to say, but I'm at work. Will cancel my coverage ASAP.

hi everyone i am a homeowner who had this service for a long-time . do not i mean do not add this service to your water bill its a money grab and a complete joke! the company that was sent to do work in my home disgusting customer service absolutely horrible. i live in new york ! if they tell you they are sending liberty &water sewer llc run!! dont even bother opening your door! from one homeowner to another add homeserve to your interior and exterior sewer lines ! dont use this company at all complete waste of money and when i called they said we want to keep you as a customer . a joke ! why pay for a service that doesnt provide any service .

I recently had a water leak in the basement so I contacted DEP for an appointment to come check. They were on time and gave me feedback and 3 day notice for my insurance company. They said it's the water main and it will be covered by my insurance. I called American Water Resource and they sent a plumber over. The first plumber said there's no leak because he can hear it. They sent another plumber and he said there is a leak, and I should receive a call to set up a time for it to be fixed. Two days go by and finally I get a call saying that  because there is a gas cuppling connected, I had to get a licensed plumber to have it removed and send proof before they can start work. So the next day, I hired a plumber to come remove the gas cupping ($300). I sent proof by email to American water resources and no reply until 4 days later. They said there is nothing they can do about the leak because we have a lead pipe. Really?! Then why did they ask me to hire a plumber to have it removed before they can start? I read the terms and saw nothing about lead pipes. They're unprofessional and rude. I've been paying insurance to them for nothing. Beware of this company.

I think they are going out of business. I cannot get anyone on the phone and the website is not working and I've been waiting a WEEK for emergency repair. Details below:

Called on Thursday, Nov. 25. Toilet and tub stopped up, water coming from under toilet onto the floor. Emergency. Say 24 hours contractor will call. I called the contractor. Recording saying they're closed the next 2 days!

Called back, got another contractor. They went out Friday. Cleared the line but told my tenant it would happen again unless a pipe was replaced. No contact from AWR or the contractor with me.

Line backed up again. Called AWR on Sunday. They said ok. Monday the 29th I got a text from AWR saying the contractor would be there be there between 2pm and 5pm. Never showed.

Called Monday night. AWR was clueless about all of this. Said the contractor entered a request for additional repairs covered.

Contractor told me yesterday only $1400 of $3900 would be covered but he was still waiting to hear back from AWR.

I called this morning and hold time recording said 7 minutes. After 25 minutes on hold I hung up and called back. Now 30+ minutes.

It's been ONE WEEK and my tenant cannot use the tub b/c it causes the toilet to overflow and NO ONE at AWR can tell me anything about any of this.

RUN    from this non existant company... you will never  get customer service... try it now... you will be on hold  for 3 hours  daily... even at night... all the time.... zero service and they raise their rates constantly
been trying to cancel for a month   no way to get anyone  AVOID AT ALL COSTS...

I have been paying my coverage for over 6 years now, never put in a claim before as I only got it to cover my main line should it break.  Well, last November my main line was backing up through my basement floor.  I have been given a complete run around, hung up on, transferred, waited for days....we finally had a company fix it - we submitted a claim to American Water Resources, with video, with the origianl plumber saying the line would need to be fixed, don't use the plumbing ...we paid over $13,000 and AWR sent a reimbursement for $95. Called to dispute, I'm currently getting the run around, disconnected, transferred to the wrong departments etc. all over again. I was told to call back in 48 hours to see if they would reconsider the claim as the reason on getting less than 1% reimbursed was because the initial plumbing opened the line...nevermind that it says it was not fixed, that it would be backing up again and to use little to no water in the house.  48 hours later, I called again, I was told they were still reviewing it; more than 48 hours again after the same run around I was told the claim hadn't even been reopened and a supervisor is supposed to call me back.  I contacted a lawyer just to see if this was a case for Bad Faith Insurance back in November - and now I'm going to pursue this because I felt like they were going to screw me over and they are.

When I enrolled in this service, I asked the saleswoman a very specific question about my coverage plan. The question was if there is a leaking pipe inside of my house, will it be covered under this plan? She told me that it would be covered so I purchased the AWR service. 9 months later guess what? There is a leaking pipe inside of my house. After playing telephone tag with AWR I was told that my coverage plan did not cover the leaking pipe under my sink. I'm not going to even bother giving my opinion of this service; I'll leave this fact pattern here and let other readers form their own conclusion.

Update 1: Response to Elizabeth H. - I already cancelled my subscription and paid out of pocket for the repair. So, no thank you. I won't be sending you my contact information.

This company will not pay your claim. I hired an attorney and will be perusing litigation. They will tell you to contact them when you post a complaint on a public forum in order to attempt to save face but they will not respond. When you call they will tell you it's someone else's responsibility and they'll internally email them but you'll never hear from anyone and you'll be disconnected several times while your on hold. Stay away or you'll be posting a similar message

UPDATE:  American Water takes their good old time approving a proposal for the repair - now 10 days later still not fixed and waiting on their plumber to put me on the schedule.  In the meantime, there is water in the basement and no one cares that it is an EMERGENCY.

Horrible.  This company is a joke!  I have basically been paying them for nothing.  I called to file a claim on a pipe that disconnected in my crawlspace (a room that a full grown man can stand straight up in that houses my water heater and furnace).  The guy that took the claim said it was covered, that I had to pay them my $50 deductible, and that they would send Bailey Sewer and Water to do the repair.  Well, Bailey Sewer and Water came out today.  They did not even look at the issue.  They said the pipe is not covered and that they do not do crawlspaces.  Had he bothered to look he would of saw that it is an actual room down there.  I have been on the phone arguing with American Water Resources for about an hour now.  The man I have been talking to has admitted it was their mistake​​ and has finally agreed to refund my deductible.  It is suppose to be returned to my debit card within two weeks.  It's funny that it only took minutes for them to take it from the card.  I also guess Bailey Sewer and Water made $50 to walk from my driveway to my backyard.  Great business that is.​​

ABSOLUTLEY HORRIBLE. I placed a claim on a sewer line 4 weeks ago.  After calling every day, I'm not allowed to speak with a supervisor or manager.  Their call center
doesn't have the phone number for the main company & They can only connect via email.  I was told that an agreement was mailed to me on Friday of last week.   After 4 weeks, WHY would they snail mail me and NOT email me something that obviously is time sensitive : I have sewage backing up into my basement for 4 weeks now!  On Monday, I was told I would receive an email and this would be expedited.  On, Tuesday still no email.  Apparently the note to hurry this up was sent to the wrong department but on Tuesday, they got it right and sent the notice to the right department.  Today, Wednesday still no email and no sign of a letter in the mail that was posted 4 business days ago.  This is really the most unbelievable run around I've every experience by a company.

As of today April 26, 2021still no refund. Canceled my bank card today so they can never do this again. Cancel and replace your bank cards and make this company send you a bill that you pay b check.

This company has been telling me since the beginning of August they can't find a plumber to come to my home that is 30 minutes outside of DC.  They take my money every month and took my $50 service fee but do not ever call me back and it's been almost a month that I still cannot get any assistance as far as my plumbing needs. They were happy to sell me additional coverage when they determined, by phone that the sewer line coverage i already had would not cover my problem without ever sending anyone to actually look at my problem.  They even tried to sell me coverage for my electrical wiring when I called them back the third time about my plumbing issues but I still can't get anyone to actually address my plumbing problems.

Their website is terrible, and everything directs you to call them.  This is 2021, upgrade your website.  I can't even pull down a policy my mom has been paying for for years.

Pathetic.

SCAM! They denied my repair even though it's exactly what the warranty is supposed to cover.They won't say why it's denied even.  Don't waste your money her, you'll regret it. Also, I tried to post a negative review on their website and it won't allow it to be posted!

S C A M!

I live in NYC & paid for this coverage as part of DEP water supply. I opted for the service given the high cost to replace a broken water line ($3000-$4500). I've been paying for years for 2 homes but never called for service as I never needed it.

In late March water started to leak from an old DEP shutoff valve on the street for my rental. I called NYC DEP and of course they said it was my responsibility to fix. I was served a 7 day notice to repair. No worries as I have insurance!

I called AWR on Saturday evening but was on hold for more than 1 hour. I was annoyed and just gave up. I called again Sunday morning, ~ 7 AM EST and immediately got hold of a rep and filed a request for service.  The phone conversation  with the AWR was smooth and took about 10 minutes. You have to email them the DEP Notice before service can be booked. The request was sent to Liberty Water & Sewer in Brooklyn. Liberty Water & Sewer came out the same day and an appt was set to do the repairs 3 days later.

I found Liberty Water & Sewer to be professional, they cleaned up the street and sidewalk afterwards. Work took almost the entire day.

A few things to note:
1. You are responsible to ensure the plumber has space to cut the streets to access the tap. This is a TALL order in NYC...try holding 4 parking spots. The plumber usually have 2 trucks so this type of repair requires a good amount of space..

2. The plumber will have to dig a hole on your property to access the water line. This entails removing concrete however they do not refill with concrete. Instead they use asphalt paving which was not expected. you will have to replace this on your own (expect a few hundred dollars if you pay someone or ~$60 if you do it on your own).

Con:
1. Why do you have to call an 800 # of service? It would be so much better if you can submit a request online, provide all the necessary details (pictures, notice, etc) without having to spend time on the phone. This is 2021!

Overall this was a pleasant experience.

While the entire process took 4 months from start to finish, if I had to sum up my opinion of American Water Resources, in terms of whether this service is worth the annual fee or not, I would say yes, it is worth it.  The system is not without many flaws ~ their customer service begs for an overhaul, contractors need to be weeded out (the good from the bad ~ which only adds to the utter frustration and stress of dealing with AWR).   And reimbursement....taking a loan out in order to pay up front for plumbing costs...before hoping, praying, waiting months for a check from AWR....this is unacceptable.  Review after review state the very same issues with AWR.  So we will continue on with our AWR membership and hope these problems get worked out should we ever have the need to call AWR.

I wish I could give them negative stars.  Totally useless coverage, besides the worst customer service.  They denied my claim and didn't even care to inform me.  Every time I called, I had to wait hours and hours to get to customer service, my longest wait time before I had to hang up was over 4 hours.  After several calls, I found out that they are not even covering the sewage belly issue in my area, when I was told otherwise while signing up with them.  What a scam!  Please do not fall for them!!!

I lease a surge protector through AWR from my utility company OUC. I experienced a surge in power from a tree limb on my power line that knocked out appliances and electronics that totalled thousands. OUC had to replace my electric meter because they could no longer read the numbers due to the surge and an electrician came to the house and said that there is no doubt that the surge went through the protector.
All of the customer service employees work from home, I was hung up on multiple times when putting me on hold.
I wasted call after call and none of the employees can make a decision or are too scared to give an answer. I left messages for a manager to call back and that never happened either.
DO NOT WASTE YOUR TIME OR YOUR MONEY WITH THIS COMPANY!!!!

I got a postcard saying my coverage would be cancelled in a few days because of a billing issue. I called the number on the card and got a lady with an accent so thick she was barely understandable. I tried to explain my purpose in calling and she realized we were moving so she wanted or 8 new billing address - which I have her. When she finally understood why I called she said she had to transfer me. I WAS THEN ON HOLD FOR MORE THAN 20 MINUTES!  I finally got another lady and this time she spoke English clearly. Then we had to go through the address thing again because the first lady hadn't gotten it in the system! There was more on-hold time before we discovered what I initially suspected - they simply had a credit card that just needed the expiration dates revised. Now the lady wanted to go through the entire credit card information. At this point I was completely frustrated and told her to cancel the account. She started telling me she had to transfer me and i6 hung up.

Like MANY others, I would give them a ZERO! They have HORRIBLE customer service, no technicians, and will not call you back to update you, if you hire your own technicians you will fight for reimbursement for months on end. I have been hung up on by their reps! There is nothing good about this company -- go with American Home Shield or another company! Just save yourself the stress and anxiety and go with another company that deserves the business.

Worst customer service. Had me on hold for 2 hours, when I finally reached an agent he pretended that he couldn't hear me, got transferred to a different lady who heard half my story and transferred me to a customer survey. A literal joke! How am I paying for this service?!?!!? I am cancelling my insurance from them first thing tomorrow. To top it all off, when I finally reached an agent, she said she couldn't help me until I emailed her pictures, which I did and went on to say the pictures weren't suffice. I took extra pictures and called back, currently 45 min on hold, got transferred 3 times because apparently it wasn't the right department. Save your money folks and take your business elsewhere.

AVOID THIS SCAM INSURANCE COMPANY AT ALL COSTS
If you want to give your money away to an insurance company that will put you on hold and not provide a claim service, this company is for you.
The Official Service Protection Line of the San Francisco Public Utilities Commission. Paying an annual rate is not worth it at all.

Had a sewer problem on a Sunday in SF. Was put on hold for over two hours on Sunday trying to call American Water Resources company to try to file a claim.  Still had to call the plumber to fix the sewer drain problem. Tried calling back a few days later to AWR insurance line to file a claim. After giving details, I was put on hold for 30 min and then hung up on. Called back and talked to another agent. I asked to file a claim so agent said there was no payment. I told agent that claim expired mid April and this agent told me that they could not process claim until plan was renewed even though plan went from Apr21-Apr22. What's ironic is that payment got declined the next day for the next year after the claim call/request (renewal time came around March).
Even though there's a 24/7 line to respond, you'll get a person to respond to you. If you have to file a claim, you'll be put on hold for 20 min. to hours to make sure you don't file a claim.

Maybe I can get some assistance. Not starting off good. I called AWR for a plumbing problem 4 days ago. Several issues going on; kitchen sink is clogged, downstairs vanity sink is draining slowly, and we had some kind of leak from upstairs shower drain to downstairs bathroom and we've had to just not use upstairs shower now for 6 days. Fast forward. Have called and talked to 4 different people since Monday. Said only 2 contractors service our area and they both declined the job (Our COUNTY has a population of over 1 million people). So after 3 more calls this week, my claim has gone from escalated to expedited according to representative Kamal and to expect a call today from a plumber. So long story short, Monday was 4 days ago and we have stagnant water in our kitchen sink (pictures of course), can't shower upstairs, and vanity sink downstairs draining slowly. The representative had no problem accepting our $50 payment she requested on Monday. So here we are, Thursday before Easter.
Rep Kamal told me we could call our own plumber and AWR would reimburse us. He said first our claim had to be accepted as escalated. I told him first, I don't have money upfront for a plumber, hence why I have been enrolled in this program. I'm now at their mercy and have to move Easter dinner to another location. Will I ever get a plumber for services provided by AWR? Calling back again this afternoon. SMH.
Kim

They charged my card without warning to renew my service. Have spent hours on the phone and have been unable to reach anybody.

If I could leave ZERO stars, I would. I have been waiting  3 months for a service I requested. When I initially signed up, I was told if I had any pipe issues, they'd come out and fix the situation ( I opted to cover all pipes in my home.) No one ever mentioned that I would be waiting on a contractor. Fine. But I waited and waited and waited. I called them every single week, only to be told 'that someone would be getting back to me tomorrow.' No one has ever reached out to me. I have a bathroom sink that hasn't worked FOR THREE MONTHS. I made a complaint to the Better Business Bureau, and sure enough I got an angry-sounding  voicemail from 'the President', saying she knows I made the complaint, and asking me to call her back. That was last week. We have played phone tag, I have tried calling her 10+ times to no avail. I'm so frustrated. This is NOT what was sold to me when I signed up. Do not get this insurance from AWR. Not unless you want to waste significant time tracking them down to do what they said they would do.

Please do not go with this insurance company, they will NOT provide the services promised and will give you a poor excuse not to do it. I was called by this company and told that I became a member on September 3, 2022 meanwhile my problem happened on October 16, 2022. The person that called me determined that the problem with my broken sewer pipe was there long before my claim and that they will not give me service. I could not believe what I was hearing from this person. Not only did they deceived me by telling me that they will fix the issue but then accused me of trying to defraud them. I have already advised my neighbors and Yonkers City hall of this fraudulent company. Please take the time to read the BBB complaints as they are all very similar. Research on them because they have so many lawsuits pending and this is definitely a RED Flag. I am planning to file a law suit and will keep everyone posted.

Our sewer line collapsed on Friday, local plumber can fix it within a week, but American Water Resources can't even answer the phone. I have a claim for a repair that they have ignored for four days now, all the while we have no sewer. I call, they leave me on hold and do not return to the call--or the call is suddenly disconnected! This does seem like a scam, and we've been paying this insurance for nearly a decade. Dr. Kris Trego ([email protected])

AWR has refused to cancel my service for two months. I sold my property and sent a cancellation notice 7 days before I sold the property in February. Now in April they still refuse to acknowledge my repeated attempts to cancel! I no longer own the house! I moved overseas and when I went to chat she said that she would pass on my information for review when I proved that I did not own the property. I have done so and STILL THEY DO NOT CANCEL THE SERVICE! I am glad I took screenshots of our chat, considering she also promised they would email it to me and never did. I am paying for service for a home I DO NOT OWN!

What a joke this company is! I wish I would have looked up reviews for this company before I wasted my money buying a protection plan for no reason. Time to get a lawyer and write to the news stations. How can this still be going on and they're still in business? Making my calls tomorrow!

I would give them a 0 if I could. These people at AWR are scam artist. They get multiple video scopes of your sewer line and claim the two things not covered (belly) and (backfall). They cover a crushed line but not belly or backfall. Law suits are coming, save your money and don't deal with these scam artists.

Ignoring calls, not coming to service calls, not responding to emails, worthless, still charging my monthly fee, no-one to talk to.
stay away if you can, don`t fall in to their trap.....
they don`t return calls, empty promises, be aware, watch yourself

read all of the reviews..we ALL can't be  wrong! ..and then they post a reply to your review to contact service! what a joke! ..there lies just ONE of the initial problems...they either put you on hold for hours, transfer you to other departments, or make promises to call back which never happen!

I had a sewer clog problem on 7/18. I called their customer service and hold for more than an hour but nobody picked up! I gave up and called a local plumber to fix the problem myself. But the plumber said the problem is fixed temporarily and  I might see the backup again at anytime. He put his camera inside the sewer and showed me how the roots are blocking the pipe and let me took pictures from it.  
I called the company the second day, and was told they are now closed on Sundays!!!! Unbelievable!!!  I explained to them what happened, they told me that they need to see the physical water in order for them to send someone.
My point is where are they when I was able to show them the physical water???
I paid them 7 years for nothing. What a joke!!!

I tried to register on their website but kept getting an error message: We're sorry, there was a problem attempting to create your account. Please call the number at the top of page to speak to a Customer Service Representative.
I called customer service and was on hold for almost an hour before finally giving up. If American Water Resources' customer service is this bad when they have a chance to get more money in the door by signing up a new customer, I shudder to think what it must be like when they're faced with spending money on claims.
Also, while I was waiting on hold, I took that time to read through all the negative reviews here on Yelp. Looks like I'll be avoiding this company.

Do not walk away from considering this company - RUN !!!!  My one star is generous.  I've had them for about a year and are unsuccessful at stopping coverage, and agree with what others say about other aspects of service.  Waits on hold are incessantly long, they can't locate contractors, reps cut you off, leave you on hold, literally just spend 3hr 2mins on hold before hanging up.  Filed a claim with the NJ BBB today, will likely follow-up with that state's AG office and/or consumer protection office as well.  Urge others to do the same.  We're not buying candy or batteries here - for a company who's mantra is emergency services its especially unacceptable.  This company should be investigated and shut down.   Hunt down your own contractors - they - like every other warranty company from cars to appliances are a waste.

Cleveland Wright plumber in Atlanta Georgia came to my house and told me after looking under my kitchen sink where I had a clogged drain that he would need to snake it. After I informed him I already had a plumber to come and attempt to snake and clear out the drain which did not clear it out and that the pipes underneath the house in the crawlspace had to be replaced he did not want to go into the crawlspace and kept asking me questions as if I was a plumber he then told the insurance company that my kitchen sink pipes weren't installed improperly therefore the claim was voided beware of this company!!!!!!!! He also didn't put on shoe covers and tracked mud on my floor.

This is one of the worst company I ever deal with. Their contractor doesn't seems like they knows what he is doing. I am having a problem with my toilet clogged for more than a weeks and I had called and talk with them for more than 5 times and still having a issue. stay away  with this company because they will rip you off. They won't fix ur problems right away. They have emergency in home plumbing but they won't treat anything emergency. I wish I can give them zero star

I have a serious problem and I have been on hold with them today twice for 45 minutes and my wife has also been on hold with them for going on 50 minutes. I left my info for a call back and nothing, 215-630-6960. This is crazy. They finally called me back and got a claim going the contactor is coming out tomorrow.

Very poor customer service. Been trying to update my account and it seems like an impossible task. Updating payment online is not an option and been on hold multiple time for over 30 minutes each and finally get disconnected.
I will there were negative stars.

4.7.21 left 2 messages on Matt Vitolos phone message and no return call or documentation ever given to me.

AWR is a completely useless company.  I paid for a 1 year protection policy for my outdoor water & sewer lines here in Carlsbad, NM.  After the policy was in effect I had  water line leak & called them for their supposedly 24 hour response.  Nothing.  After a few days I went to their chat & asked what the delay was.  I was told they hadn't found a contractor & to find my own, send them the bill & I would be reimbursed.  I sent them the bill & proof of payment several months ago.  Again, nothing.  Many phone calls, emails, messages, etc, to them has resulted in nothing but a run-around.  They have no intention of reimbursing  me.  I have repeatedly asked them to cancel the contract & send me my money back & have been ignored.  They have no business selling contracts in small towns.  No contractors will work with them.  Totally fraudulent company!

Terrible service. Had sewer line insurance, sewer line was leaking, they refused to cover/fix it unless the sewer was backed up. They wanted me to wait for heavy rain to come in and for a flood to happen before they would even take a look at it. I was explicitly told issues/cracks/leaks with the sewer line would be repaired. As soon as you call, it's a different story. I would mark them as a scam/false advertisement, and definitely not recommend anyone use them.

I had a slow drain and possible sewer line clog.  A ticket was put in and I paid my $50.  A young man arrived and didn't even identify himself.  He asked where is it clogged?  I told him that it wasn't clogged and he told me there was nothing I could do for a slow drain unless there was an active backup.  His assistant, who waited outside for 30 minutes, came in and trudged sewage from his shoes down my steps and over my rug to check it out himself.  He basically told me that there was nothing they could do and that if I did have a backup, for sure my rugs would be ruined by their line clearing snake!  I called AWR regarding a refund and no one calls me back.  The company posts only their customer service number online and will not escalate anything.  Do NOT DEAL WITH THIS COMPANY.  DO NOT LET THEIR REPRESENTATIVES FROM ROOT 24 ANYWHERE NEAR YOUR HOUSE!  I am upset that American Water would recommend this disrespectful and fake service!

They are scam
Stay  away from this insuranse company  
They decline to fix my sewer because I was painting my house

I contacted this company almost two months ago to request an application. Four weeks later, I followed up with another call because I had not received the paperwork. I was told it takes four to six weeks - does this mean they're using Pony Express?
To date, I've not received anything from them and I'm not even a  policyholder, yet. I can only imagine what would happen if I were a paying customer with a pending claim that needed immediate response.
This was a bad indication to me; I'll pass on this company.

Absolutely and positively worthless warranty service program. First they will hang up on you or cut the call when calling to make a claim.  Then they'd ask has your water company checked and confirmed this issue? and similar irrelevant questions.  If you somehow get through the claim process, they'll send the worst plumber and he would say oh, that's not covered.  Reasons for not covering by warranty: this is just old, the valve is broken, this is broken due to regular use, that particular part is not covered, the leak is not in the middle of the line, etc. Do not, I said DO NOT enroll in this scam program.

Our water ran for 3 days and still leaks. 1200 dollars

I would give them ZERO stars if I could! They find every excuse NOT to cover your claims. They consider calling for clarification a claim, so they can deny coverage at a later date. Biggest waste of time and money! Just put your money aside for when your pipes burst because this company will give you the run around and not do shit to help!

I Feel like the other negative comments     Back in September  I had water backed up in my clean out,   they had someone out there that day  cleaned it out with the snake  and found a root about 32 feet out,  that was it   but they didn't bother to go out farther to see if more roots were in the line.    Less than 2 months later, with the $50 fee being waived due to the last call I made, they AWR,  denied the claim to come back out again, due to water again being backed up in the clean out, because I didn't have sewage backup in my home, ruining inside my  home,   It   Looks like they deny a lot of claim requests.   I can vouch  for that.  

So,  unless there is sewage backup  I feel they don't care,  to prevent the backup and probably don't want to do the work that I am hoping don't happen and that is  replacing my sewer line    
Which is the reason I have AWR sewer and water lines insurance.  Plus I get a notice the price is going up again Effective  2021.  

I am not sure if I will cancel  or not,  that depends on my next call about my sewer line.

I have used this company three times. Each time a plumber that was local came out in under 24 hours. Are usually have to wait 2 to 3 days to get a local plumber to come to my house. Two of the times the plumber was there for at least two hours fixing clogged drain. The second time they came out to fix my trap and other drains under my sink that had rotted out. They put all new PVC material pipes so they would not rust out. They were there for about one hour and did an excellent job. Each time not counting what I pay month I had to pay them $50. Not sure why there were so many negative comments. I will keep my policy because so far I think it has been a benefit to me.

I would give them zero stars if I could. This is the worst customer service I've ever dealt with. I have a water line service plan with them since last year. In mid- April, I called them and opened a claim to have them send a contractor out to check a leak that the water company said is in my front yard. Am Water Resources sent out a contractor, Ultimate Drain, to come check out the leak. Two guys came, checked it out, said it doesn't look like a big issue, and said they will call with the quote. The next day, they called and said it would cost over $10k to fix the issue and it would not be covered by my service plan. I called American Water Resources and asked if they can send another contractor to get a second opinion On April 27th. Since then till now, I've been calling every few days, with no update. I asked them to send me the estimate from Ultimate, two separate times, I have still not received it. I asked to speak to a supervisor. They said they put in the request and someone will call me in 24 hours. No one called me. After following up for 3 weeks with no response or update, I got an independent contractor to come check out the leak. Their quote was a third of what the first company said. I sent that estimate to American Water Resources and asked if I can get approval to use this contractor. It's been over 5 days and I got no response from them. I called two separate times today to follow up. Both times they were unable to help me. I am worried the water company is going to shut my water down if I don't get the leak fixed. The service plans I took with American Water Resources are a total scam. Do not sign up with their plans - they will give you the run around like this without solving the issue. Waste of time calling them every few days to follow up, and waste of money!

This company is either a scam or has just figured out how to not fix any problems and to get away with it. I have had a sewer line problem for several months, multiple backups. The problem has been diagnosed by a couple of different companies and AWR says there is no problem.
They refuse to do anything unless you have an active back up which they do not respond to. They have figured out how to create a catch 22 so they don't have to do anything.
Never take their policy, total waste of money.

Pointless insurance. Do not buy. When you have a water leak and have no water you want it fixed ASAP but with this insurance you will wait a week for a simple repair. This is the process they require 1. The water company has to verify there is leak even though you can see water coming out of the ground and it stops when the water is turned off (that takes a day to do). 2 then they get the plumber but usually takes another day or two. 3. When I spoke with the plumber they informed they will go out but the repairs need to be approved before they actually do  the work and it can up to a week. So if you don't need water for a week then use them otherwise don't waste your time or money.

They are scam
Stay  away from this insuranse company  
They decline to fix my sewer because I was painting my house

I contacted this company almost two months ago to request an application. Four weeks later, I followed up with another call because I had not received the paperwork. I was told it takes four to six weeks - does this mean they're using Pony Express?
To date, I've not received anything from them and I'm not even a  policyholder, yet. I can only imagine what would happen if I were a paying customer with a pending claim that needed immediate response.
This was a bad indication to me; I'll pass on this company.

Absolutely and positively worthless warranty service program. First they will hang up on you or cut the call when calling to make a claim.  Then they'd ask has your water company checked and confirmed this issue? and similar irrelevant questions.  If you somehow get through the claim process, they'll send the worst plumber and he would say oh, that's not covered.  Reasons for not covering by warranty: this is just old, the valve is broken, this is broken due to regular use, that particular part is not covered, the leak is not in the middle of the line, etc. Do not, I said DO NOT enroll in this scam program.

Our water ran for 3 days and still leaks. 1200 dollars

I would give them ZERO stars if I could! They find every excuse NOT to cover your claims. They consider calling for clarification a claim, so they can deny coverage at a later date. Biggest waste of time and money! Just put your money aside for when your pipes burst because this company will give you the run around and not do shit to help!

I Feel like the other negative comments     Back in September  I had water backed up in my clean out,   they had someone out there that day  cleaned it out with the snake  and found a root about 32 feet out,  that was it   but they didn't bother to go out farther to see if more roots were in the line.    Less than 2 months later, with the $50 fee being waived due to the last call I made, they AWR,  denied the claim to come back out again, due to water again being backed up in the clean out, because I didn't have sewage backup in my home, ruining inside my  home,   It   Looks like they deny a lot of claim requests.   I can vouch  for that.  

So,  unless there is sewage backup  I feel they don't care,  to prevent the backup and probably don't want to do the work that I am hoping don't happen and that is  replacing my sewer line    
Which is the reason I have AWR sewer and water lines insurance.  Plus I get a notice the price is going up again Effective  2021.  

I am not sure if I will cancel  or not,  that depends on my next call about my sewer line.

I have used this company three times. Each time a plumber that was local came out in under 24 hours. Are usually have to wait 2 to 3 days to get a local plumber to come to my house. Two of the times the plumber was there for at least two hours fixing clogged drain. The second time they came out to fix my trap and other drains under my sink that had rotted out. They put all new PVC material pipes so they would not rust out. They were there for about one hour and did an excellent job. Each time not counting what I pay month I had to pay them $50. Not sure why there were so many negative comments. I will keep my policy because so far I think it has been a benefit to me.

I would give them zero stars if I could. This is the worst customer service I've ever dealt with. I have a water line service plan with them since last year. In mid- April, I called them and opened a claim to have them send a contractor out to check a leak that the water company said is in my front yard. Am Water Resources sent out a contractor, Ultimate Drain, to come check out the leak. Two guys came, checked it out, said it doesn't look like a big issue, and said they will call with the quote. The next day, they called and said it would cost over $10k to fix the issue and it would not be covered by my service plan. I called American Water Resources and asked if they can send another contractor to get a second opinion On April 27th. Since then till now, I've been calling every few days, with no update. I asked them to send me the estimate from Ultimate, two separate times, I have still not received it. I asked to speak to a supervisor. They said they put in the request and someone will call me in 24 hours. No one called me. After following up for 3 weeks with no response or update, I got an independent contractor to come check out the leak. Their quote was a third of what the first company said. I sent that estimate to American Water Resources and asked if I can get approval to use this contractor. It's been over 5 days and I got no response from them. I called two separate times today to follow up. Both times they were unable to help me. I am worried the water company is going to shut my water down if I don't get the leak fixed. The service plans I took with American Water Resources are a total scam. Do not sign up with their plans - they will give you the run around like this without solving the issue. Waste of time calling them every few days to follow up, and waste of money!

This company is either a scam or has just figured out how to not fix any problems and to get away with it. I have had a sewer line problem for several months, multiple backups. The problem has been diagnosed by a couple of different companies and AWR says there is no problem.
They refuse to do anything unless you have an active back up which they do not respond to. They have figured out how to create a catch 22 so they don't have to do anything.
Never take their policy, total waste of money.

Pointless insurance. Do not buy. When you have a water leak and have no water you want it fixed ASAP but with this insurance you will wait a week for a simple repair. This is the process they require 1. The water company has to verify there is leak even though you can see water coming out of the ground and it stops when the water is turned off (that takes a day to do). 2 then they get the plumber but usually takes another day or two. 3. When I spoke with the plumber they informed they will go out but the repairs need to be approved before they actually do  the work and it can up to a week. So if you don't need water for a week then use them otherwise don't waste your time or money.

Warning !!!! Do not get your pipes insured through this Company ..  do yourself a favor !
If I could give this Company a negative 5 I would .. the worst rip off artist company I've ever ever delt with . Was on the phone for 7 days trying to put a claim in , spent countless hours , not to have anyone call back ...called over and over and they constantly switched me to someone new to deal with ... paid close to $4,000 since 2003 .

They transfer you to a supervisor, tell you they will help , they informed me a bunch of shitass comments that I was delinquent... I was , because I lost my job due to Covid.
I was late but not enough to lose coverage ... Pennsylvania American water Company called and explained , they didn't want to hear it .
Told me those two companies are completely separate .
Yes they are but PA WATER COMPANY sent me their info through my bill and that's how I purchased this insurance .
IF I never had a claim , I would 100 percent still have coverage . {I WOULD HAVE NEVER KNOWN.}
They never once sent a notice , never called , they just canceled .
If no claim was submitted , I would still 100%
have coverage .
I asked them to send me a receipt if I double paid them she told me she couldn't do that . Can  you imagine ever giving someone money without proof ? DO NOT GET THIS COMPANY ... horrid ! She told me for legal
Purposes? No receipt you paid something twice ??? Shister Company !!!

This woman called me named Angelina , she said she did an investigation... I was late before Covid19 ... well Angelia not everyone Loses their job when the governor shut the state down , I GOT THE VIRUS ... not that you would understand sitting on your high horse talking to me like I was a second class citizen,,, after I paid your company since 2003 ...
I hope Angelina gets the same compassion she gave me when she needs it ...
Pennsylvania water company totally on my side .
Beware of this company , website looks like they are a real deal .. you call a different state , they switch you from
Person to person , whisper, and act like it's a big establishment.. it's a shoebox office , with puppets with no consumer help .
I told Angelina I was going to write a review on yelp and after doing my own research I found out their rating was a one , she said go ahead all of the people that are on yelp writing bad reviews are people like you , late ....
So much for people helping people during a Pandemic.

Avoid this company!! I set up coverage for one of their services. I received a letter in the mail about upgrading to a bundle service, so I called and signed up for it. I was told that they would cancel my previous service, refund me the amount that I paid and then they charged me for the cost of the bundle package. I was told my refund would show on my account in about 3 days. After 2 weeks and no refund, I called to inquire it. I was then told that they had sent me a check and I should receive within the week. 2 weeks later, still no check. I called again and was told that I would receive the check by the end of the week. After another 2 weeks, I call and ask, once again, about my refund. I'm then told that a check was NEVER sent!! I finally asked to speak with a Supervisor or Manager. I was told that there is no need to speak with them that they just requested for a check to be sent to me. I again asked to speak to a Supervisor/Manager and after being on hold for over 15 minutes, I was told that Shae, the Supervisor, REFUSED to speak with me!! The representative that I was speaking with, (poor woman, she kept apologizing to me for Shae refusing to speak to me) said she would forward my information to someone above her Supervisor that will be contacting me. I will not hold my breath!

Had a sewer backup. Called for a legitimate claim and they denied because the lazy rep they sent gave inaccurate information knowing it would result in a denial. Took them 3 days to return my call when I called 4 times. Apparently not having curtains on my front windows makes my home 'inhabitable' as per AWR rep.

Avoid them and don't waste your money.

I've had several AW contracters to my house for different reasons. First they replaced a water line. Instead of going to the street valve they stopped halfway in my front yard. Then they kindly broke my sewer pipe digging the water line.   The grass was never raked flat or re planted. There is still a bare spot in my yard.
 Now another contractor has been back several times for a sewer problem. After several visits they finally noticed the sewage water running into my basement. I was told they would start preparing to dig up my sewage line.  That was the last time I heard from anyone.
 I wouldn't recommend protection services from American Water to an enemy.  Now they want me to add indoor plumbing protection to my plan.  Fat Chance

I was told by the city that I had a leak in the main water supply line running through my front yard. I spent hours over several days trying to connect with AWR to see if they would handle it. After about 3 days they said they did not have anyone in my area that could inspect and fix my problem. But they assured me that if I hired my own person to deal with the issue that they would reimburse me as soon as I submitted proof of payment. Well, a month after submitting my receipt I was told, We have carefully reviewed your request for repayment of the out-of-pocket expenses you incurred when you hired your own contractor to perform plumbing repairs at your property. We regret to inform you that we are unable to honor your request for payment. Certainly not AT ALL in line with what I was told at the beginning of this fiasco. Dealing with American Water Resources has been a disaster from the beginning. I basically threw away the (approx) $500 I paid them for an annual membership - $500 which could have gone towards fixing the problem myself. Save yourself from being scammed and avoid AWR.

I initially gave a very poor yelp review of American Water Resources (due to a lack of transparency regarding the rules governing their policies and procedures and related customer service).  However, I will say that ultimately I did hear from Althea (an Escalations specialist from the Customer Advocacy Department of American Water Resources)....who was markedly more understanding, and accommodating regarding the claim that I had filed for the water heater in my house that needed replacement, and honored my claim to the full extent of the policy that I purchased. While it certainly took a lot of effort to get this taken care of, I do now have much more respect for this company.

I have been on hold for 1 hour and 50 min so far. What if this was an emergency? Giving 3 stars because I'm not sure how the rest will go once I actually get a hold of someone.

THE WORST SERVICE IMAGINABLE!!! Where do I even begin? If you like your basement and appreciate your health, then look anywhere else. This company is an absolute disgrace. Last night, our sewer backed up. We have used this company in the past; they have been people who just do the job. They open the line, and that's it. However, this time, the person was sloppy, rude, but he left a horrible gaseous odor. When we asked him about this...HE TOLD US HE WAS GOING TO SPEAK WITH HIS SUPERVISOR... AND JUST LEFT!!!!

When we called the company to tell them about what happened, they REFUSED TO SEND ANYONE BACK TO LOOK AT IT. THEY DIDN'T HAVE THE DECENCY TO EVEN CHECK IF THEY DID A GOOD JOB.

USE THIS COMPANY AT YOUR OWN RISK.

I wish I could leave no stars.Supervisor said and promised he was going to call me back by yesterday and again the company fell short on expectations and promises.I was told when they reviewed my call and heard that I was promised my sewer line would have a camera placed inline to see damage,they would provide one.Once again they lied and didn't even call me back I had to call them.Please run far away from this company and spend money elsewhere.Steve supervisor is just another example of someone who shouldn't be in a authority position.

I never believe in paper flyers that come in the mail, but
I took my chance and paid for the coverage. Well I had put a claim into the company and from the first call in to them approving the work that was done to my home I got excellent services and customer service. I am so please to have you servicing my property.

Thank you
Ruth :)

We've used the water line, sewer line and indoor plumbing programs and have had excellent service by several local plumbing companies. A few times were emergency situations, and the they came that same day. It's very reassuring to have the security of being able to call a number and have a qualified professional dispatched and not have to look for someone, especially when you might have an emergency.

The worst experience (still ongoing) with a company ever. It's been weeks and weeks, calling day after day for a resolution. I'm sitting on hold with them again as I write this. They were supposed to have a manager call me back on Monday...nothing...on Weds I called them back...guy said he's trying to resolve issue and would call me On Thursday...nothin...now Friday I called them back again and on hold while they try to find a manager... it literally has been weeks and I still can't speak with a manger to resolve my claim regarding broken sewer line... it has overflowed every few days for a month now, and destroyed my brand new flooring, bathroom vanity, leaking down and breaking my new furnace and caused damage to my entirely new electric system. ABSOLUTELY AVOID THIS COMPANY THEY ARE A NIGHTMARE

This company has TERRIBLE customer service.  We have a contract with American Water Resources, had a septic problem that happened 5 days ago, have been trying to get something done since then. We call the service line every day, get a recording telling us to hold and someone will take the call and we WAIT FOREVER. No one ever picks up.  I searched the internet for additional numbers to try to reach them, and was able to finally leave my number for someone to call back. When that person called me and I relayed the problem, the information was put into their system but I was told a claim number could not be generated, that there was some error. I was assured that I would get a call back within 2 hours with a claim number and that a service company would be able to set up an appointment then to come out to make repairs. Did I get a call back? Of course NOT. So I called the company again, surprisingly got a real person to answer, but was told we would have to start all over. I was put on hold and forced to wait some more. As I write this, I am still on hold... supposedly a supervisor is going to come on the line to help.  This is not rocket science - it is taking info and recording it and setting up an appointment to get repair service! So far, I would give American Water Resources ZERO STARS!  I will be more than happy to change that if we ever get any actual repair service... Now the person has come back on the line to tell me they have no service providers in our area!!!! So why do they charge for a contract with them if they cannot provide any service????

If I could give negative stars I would. Totally useless coverage. After filing 3 claims in under 2 weeks they denied the repairs saying they do not cover bellies on the sewer line. Also called to inform me that they would be cancelling my sewer coverage, but had the nerve to ask me if I wanted to keep my water line coverage.

My first experience was a positive but nevertheless I was still skeptical through out the entire process due to all the negative reviews. Waterline was leaking by the pavement, contacted AWR whereby the representative explained to me the process of an insurance claim. After DEP issued the notice, AWR immediately sent a contractor out and issue was resolved within 24 hours.

Prompt, knowledgeable service. Ricardo was very respectful of the property and took time to explain what needs to be done. He cleaned our lines out better than anyone else. So far so good.

I wish that it was possible to rate this company with 0 stars!!!There services are useless! I will not be referring anyone to use American Water Resources . Although they know that my water line is in need of repair, they stated that they will not consider repair until I have total damage.

All I had to do was call American Water Resources and the plumber was here the next day.  He fixed my problem quickly and easily.  I paid the deductible and he was done and gone within an hour or so.  That was it, there were no surprise charges or hassles.  Very satisfied and happy with the experience.

The other ratings are completely consistent with my experience. I called about a possible crack in my sewer line. AWR refused to even send someone for an inspection. I was told that because I didn't have a sewage backup, it was not covered. I was having sewer flies which suggests a crack in the sewer line. The customer service rep suggested that if there was a backup, it might have been covered but gave no details. It's obvious that AWR has no intentions of fixing anything. They are only in the business of collecting money.

For starters I gave them 1 star because I couldn't score it any lower. The very few positive reviews they have are most likely from their friends or family. This is truly the biggest scam taking place in urban neighborhoods. Somehow they have partnerships with the local water suppliers in inner cities. They charge a monthly fee to cover water line and sewer line issues. If for some reason you have a problem, there is always a reason why your issue can't be covered. I've had issues at two of my rental units and they found a way not to cover either, after waiting over a week to get a response on my initial claims. I sent correspondence to the company president, as well as the VP of operations to help facilitate a resolution. No response whatsoever. DO NOT WASTE YOUR MONEY!!!!! Home insurance companies carry better coverage for less money. There is always a new scam to steal money from inner city residents. Don't do it!.

Update. Don't believe the nonsense about them wanting your contact information so that they can help resolve the issue. I send a direct message to them with great hesitation. As I figured, they had another person call me to explain the exact same reason they couldn't pay the $1700 repair proposal. I have already called another plumbing company to make the repair for me. Again, check with your home insurance company so that you don't have to have continuous damage done while you wait for them to deny your claim.

They claim to offer emergency service, which is important with sewer line back-ups. The health hazards are obvious. We began a claim 6 days ago and cannot get them to respond to our claim as filed by the plumber they assigned to us. We have called 5 times to get information and their answering service keeps saying they will forward the information to the claims department and label it an emergency and then they will call us  back. No return calls. There is no access to the claims department-must be filtered through the answering service.  We have worked with other warranty companies. It is never a simple process but this is, by far, the most unethical. One can live with a broken dishwasher for a period of time. A sewer line backing up into a basement is a health hazard and should be addressed immediately.

I, unfortunately have fallen for this HORRIBLE company, their terrible customer service, their RUDE representatives and sneaky billing strategies.

I live in Yonkers, New York in Westchester County. Everyone knows it is the most corrupt city in this county. Probably in the STATE. I've learned this over the six annoying years of owning my home in this now DUMP. A $650,000.00 home now probably worth nothing. I finally decided put it on the market and leave this state. Of course, thanks to the politicians that have ruined New York. So, what is all this rambling I am doing here and this county in relation to AWR ? This county made a deal with this OUTSIDE (New Jersey) company li and a very big percentage of home owners here have experienced or are currently experiencing similar and even worse issues with this lousy company.

I attended a few city council meetings and this company and concerns have been bought up in conversation many times. Home owners complained about the customer service and the billing issues numerously. The people on the council including the city's mayor and the county executive know exactly what this company has been getting away with, but haven't done anything. Tells me that they have a particular interest in funds instead of the interest of their constituents. How typical... As for my personal experiences... I have been receiving pay due notices since day one of 2016. I pay the FULL AMOUNT every year and they send me notices all the time that become confusing and annoying. After spending nearly week to make some time of contact with their representatives. I finally got someone on the line to only experience some rude and nasty person that was having a bad. This person was condescending, and tried to patronize me (the customer) with her nonsense instead of being helpful. I had to put this lady in her place and then asked to speak to a supervisor. Can you believe she hung up on me??? I called back a few times and gave up after three attempts. This company has been also billing monthly after I paid the entire year without my consent. This week I tried to speak to someone about this (like the last five years) and of course NO REPLY.

Best advance I could give on the thread is to NOT have ANYONE talk you into needing this company or their services, because their are NO services. Go elsewhere... As for me, I am currently going to have these morons reimburse me and I will find either another company or just do the work myself. All this aggravation is not worth it all. If I could give this company a ZERO... I would. I think a third-world country company does a better job then AWR.

Sincerely,

Juan Vega

P.S. NO FEAR IN MY HEART. YOU SUCK!

I am canceling my American water resources insuranceand would like my $50.00 back for a job not done.
I have never dealt with a more incompetent group of people. Primary water and sewer (their contractor) are horrible, they make a mess and don't clean it up.They also did not fix my drain problem. I have been a customer of your service plans at 2 locations . I have also been a customer of the services for more that 10 years! what am i paying for, if i cant get anyone one the phone and when someone finally comes out they don't repair anything! Your 2 tier system is relatively new. when i started out you only had one level of service. it is unfair and not good business practice to bait and switch. I will tell everyone i know who has your service or is thinking about it, that it is not worth it. There is no convenience and only aggravation will come of it. Its a shame that American water resources has so disintegrated its services.

After my father died and his mail was forwarded to me as the executor of the estate, I received a letter addressed to him stating that the water lines from the street at my house were installed prior to 1916. My house does not have water lines running from the house: I have a well. They were trying to sell me protection for something that does not exist.

I looked into this company and they are very sketchy. It's a scam as far as I can tell.

It took me a very long time to get connected with a representative. I have been a customer for over 5 years, hardly ever have used the service. I was charged an inordinate amount of money from one of your plumbers who said I did not have a covered item to be repaired. Your company promised me a $50 refund , you never gave it to me. I am seriously considering ending my relationship with your company. I am not pleased at all. Joyce Stevens

I purchased this insurance, and when I had a claim and called them, they said I had cancelled my insurance. I had not. They looked further and said that they had actually cancelled my insurance because, they said, I sold my home and moved! (I've lived in the same place for 28 years.) Turns out they cancelled our insurance because they discovered that the name on the insurance did not match the name on the water bill. The water bill has always said owner new and I have always paid it. They didn't contact us--just cut us off. They were supposed to review the situation to see about reinstating me, but nobody ever got back to me.  I called approximately 8 times over the course of a few weeks. Every time someone was going to get back to me. Eventually I gave up.

If you or your landlord uses this company beware that they will try to go against any claim. Make sure you keep track of every call and transaction because they will lie and force you to pay for days you called to turn off the water. I am so annoyed with this company they gave me a number that my landlord could call to pay his portion only to not let him and make me pay all of it despite telling me they offer landlord transfer program?! They at first claimed I never called and when I gave them my phone record they turned around and claimed that I only called for account inquiries when it was the number for turning on and off the water!

I have a sink hole on my front lawn. I had Philadelphia Water Department come out and do a dye test, and we failed, crack in sewer and main line. We contacted our insurer, AWR, and they sent a crew out to dig up lawn and repair cracks. However, plumber they sent decided to camera drains and determined there was no leak??? We pay for insurance to get issues fixed, which is not what plumber did. He determined there was no issue, and packed up heavy equipment,  and left , leaving us no paperwork in reference to his findings or video of his findings!!!  The water department has given us shut off notices if issue not fixed. I called AWR and was told there is nothing they can do, because plumber found no issue??  What about sink hole and failed dye test??? . Not to mention, city's paperwork,  which was sent to AWR, has noted if they show up and either find discrepancies or don't dig, they need to call city before leaving property, that didn't happen.  Why are we paying for their insurance if they ignore their responsibilities to address and resolve problem???????

why is this fraudulent company still in business, with the imprimatur of NJ Water

I would never recommend this company. Every time You need them is always a story to send a contractor specially when you already have the emergency.

Do not use this company! They are a scam and a rip off. They will make any excuse not to cover a claim and then have the nerve to tell you they are cancelling your policy.

do not use this company.   i got water and sewer protection and they did not cover me.  do your self a favor get servpro they are the best.

they keep their word.and they are honest and dependable.they are an excellent company.

This is a very unscrupulous company.  I recently had to call for service on my main sewage since I have an insurance policy with them.  The sent a local contractor to help me clear the blockage.  Then then called me back immediately telling me that they are cancelling my policy effective immediately.  They see that I may have a problem in the future and they don't want to pay for the repairs as per insurance policy.  They said they will only insure me if I don't have any future problems. But why should I get a policy with them if it's not for emergency use.  My suggestion to anyone thinking about using this company, please don't.  You will be severely disappointed since they are extremely unethical and only want to take you money.

This is the worst company out there in the whole world and that is saying a lot. They must pick up people from the street for their customer service because they can barely speak English and are  unprofessional on the phone. They just charge you the monthly price and never show up for any of your claims or deny your claims for some bs reason... what a scam honestly. You're just ripping up your money and throwing it away by signing up with this company. This is my first review ever in my 26 years of breathing in the crisp air this planet has to offer us. I would give them 0 stars but that is not an option. Also I'm currently working and took time out of my day to write this. I would let my house flood before I filed a claim with these scam artists. This is a bigger scam than Fyre Festival was. They should be out of business. My goal for the next 4 years is to make sure the world knows how much of a scam this is. I will not rest until this is accomplished.

American Water Resources are Liars and Fake Insurance. A couple years ago I received a letter in the mail from The City of Philadelphia. The city recommended insurance for your water and sewer line through American Water Resources. I signed up. A couple months back my drain in back of my house backed up. I called AWR. They sent 3DM Plumbing to my house. The tech ran the snake through the drain and at the end of the process, declared the clog cleared. A couple weeks later, in another rain storm, the back drain backed up again. So I called AWR and they sent 3DM plumbing again. The tech again ran the snake. Then he ran my hose in the drain for 15 minutes and the water started to back up. This was on 12/01/2020. The tech, Timothy, recommended on my receipt that a video inspection on the drainage pipe was necessary to determine what course of action would be next. Timothy said I would have to call AWR to make an appointment for the video inspection. I called AWR on 12/02/2020 to make the appointment. The rep put me on hold while she contacted 3DM Plumbing to make the appointment. The rep came back on the line and said to me, 3DM Plumbing will be out to your house to do the video on 12/02/2020. This day comes and goes, 3DM Plumbing is a no show no call. So I call AWR on Friday in the morning on 12/04/2020 asking why 3DM Plumbing was a no show the day before. She puts me on hold while she contacts 3DM Plumbing. She comes back on the line and says to me 3DM Plumbing will be out to your house between 12 noon and 4 PM today or in the morning on Monday 12/07/2020. Guess what happened? 3DM Plumbing was a no show no call on both days. I call AWR on 12/08/2020 in the morning asking why 3DM Plumbing continues to blow me off. Once again, the rep puts me on hold while he contacts 3Dm Plumbing. Comes back on the line and tells me 3DM Plumbing will out to my house today Tuesday (12/08/2020) between 12 PM and 4 PM. Guess what happened? 3DM Plumbing was once again, a no show no call. So I call AWR on Wednesday 12/09/2020 demanding to speak to a supervisor. The Philadelphia rep gives me a phone number for their office in Chicago. I speak to a person named Ralph. Explain to him the entire situation and that I'm really running out of patience. He puts me on hold so he can speak to his supervisor. He comes back on the line telling me that his supervisor has authorized an AWR employee from the Philadelphia office named Tyrone to come to my house on Thursday 12/10/2020 to evaluate the situation. Guess what happened? Tyrone was also a no show no call. American Water Resources are the biggest LIARS and SCAMMERS out there. They take your money, then when you have claim, they do the absolute minimum then LIE to you about the follow up appointments. I am also going to contact my Philadelphia City Councilman's Office with the details of this scam. I am going to strongly recommend to him that The City of Philadelphia stop sending out mailings urging people to sign up with American Water Resources because they are liars and scammers. What good is this insurance when AWR LIES to you about the follow up appointments thus not delivering on their insurance. I am also going to go on my neighborhood Philadelphia Facebook page with my experience and recommend to my neighbors to beware of this company and recommend they do NOT sign up with American Water Resources. After that, I'm going to post my experience with American Water Resources on my twitter account for which I have thousands of followers. American Water Resources are LIARS and SCAMMERS.

Got insured through the Philadelphia Water Department. Had an old lead water line leak, they came out and immediately replaced water line with NEW 3/4 coper. Would recommend to any Landlords or home owners

Are they crooks? I don't know. All I know is that they charged me twice ($180 X 2) for coverage. I called them and they said they would remove the second charge. They didn't. Luckily I used Visa and after initiating a case with Visa the charge was finally removed. Is that the kind of company you want to do business with?

This insurance company is sponsored by the city of New York, which should be ashamed. You may not even realize that you are paying their premiums on on your city water bill. I have been paying this premiums for sewage main protection to American Water Resources for years, yet when I called about a problem they denied the claim over the phone on preposterous grounds. When I called with a subsequent problem they sent a sub-contracted plumber (from Liberty Water Main) who had no interest--or, apparently, skill--in plumbing, made absurd claims (that my sewer main wasn't hooked up to the city main, for instance--totally false) designed clearly to set up a denial of claim--that was obviously the only reason the plumber was dispatched. The plumber then topped it off by leaving our house with sewage running from the pipes. When we went down to the basement a little later, our dry basement was flooded (12/9/2019) and we have videos to prove it. Two direct but polite emails to American Water Resources--which has now left me with human feces smeared on my basement floor--have as of yet received no response. I called to see if somehow my emails had gone astray--they had not, I was simply told by a minion that the supervisors had denied my claim and she didn't know anything else about it. These people are shameful--made worse by the fact that their services are sponsored by New York City.