American water seems to have a monopoly on the water sources in the greater New Jersey area. They have inordinately high prices for the little water that some of us do use. Yet, every month or so we get a notice saying there will be an interruption in service because of how the water is smelling funny or discolored. Even though they claim to have resolved the issues every time, the water still comes out of my taps, smelling like sulfur. Myself and a number of other people I know that live in the area refuse me to actually drink the water that comes out of the tap because it is so disgusting. I really wish there was another water service we could opt in for. I would not recommend this company to anyone. Between high prices, and the very poor quality of the water that comes out of our taps, I would freely recommend to avoid them altogether, if we could. read more

People that work in this company are HEARTLESS. i miss 1 payment of $200. Saw and talk to the water guy right before hes about to cut my water and told him ill pay now! he still proceeded and heard nothing. I was done paying online before he was even done doing what he was doing. All he said is that you will be reconnected before 5pm!! what!?! im right there its paid. Had that look like "now u suffer" till 5 not knowing i have kids and seniors inside. first time getting cut off!! no consideration no human feeling and no emotion. read more

I turn on my tap and clean, fresh water comes out so that makes American Water exemplary considering the monopoly rights they hold over this essential sustainer of life. However, their customer service skills can be maddening. Answers to simple questions... actually... there are no answers to simple questions as their CSR people exhibit little to no mastery of their domain making them virtually useless. So why four stars? Because the water is clean and besides, who hasn't noticed the post-pandemic cratering of expertise when you call any company. It used to be I'd wait on hold for a human being damn the consequences. No longer, as it's amateur hour all over the world. At this point the CSR bots may actually be smarter. read more

Been waiting since October last year for them to fix my water line outside and they said they sent someone and the person said "leaves"were in the way so they couldn't work on it. Now June no one has followed up.i called multiple times and nothing changes. Mind you right before this they threatened to turn my water off unless i let them come change the water meter. Still old water meter is installed but it's okay cause they are the ones causing it ‍ if I could pick another company I would. read more

I signed up for water line protection from American Water Resources (AMR) on April 18th 2024. On 10/10/24, DEP issued a 3 day notice to repair a water leak so I called to report the issue to AMR and was told a contractor would be dispatched. After speaking with the contractor that was assigned the claim, I found out that the local regional office denied the coverage claiming that my building doesn't have coverage because it's commercial and AMR doesn't cover commercial, despite having signed me up for the protection. This went back and forth several times with two different contractors over three days. I have spent over ten hours and multiple phone calls explaining the situation and their mistake, which they have acknowledged at the coroporate level. Corporate is allowing the claim to proceed however, the local office (specifically Mr. Francis Boyle) rejects the claim every time citing that it can't be covered because it's commercial. When the plan was issued I was assured the building was covered even though it is a commercial building(I did this for two different commercial buildings). On May 6, 2024, I called after I received the Program Confirmation to make sure the building was covered. The agent assured me availability of coverage is confirmed by block and lot and I am covered even though he was unable to change the contract type (apparently they all say residential). So here I am fighting to get something covered that multiple agents have accepted coverage for but are failing to provide. The contractor gets the work order and it's immediately denied by Mr. Boyle and corporate is claiming they are trying to override Mr. Boyle's denial but it never happens. read more

Purchased the Waterline and Sewer line protection and paid for it for months. Then, one day, I had a clog in the kitchen sink. I was told nothing would be covered because, (and I quote exact words) "you've lived there for a year, and you signed up for the plan several months ago." How does this make any sense?? I have been paying for this insurance plan. This is a total scam. Do not trust this company, and read the fine print. We are switching water companies. read more

Great place to work! Everyone is very nice and welcoming and they are committed to providing clean water for life for their customers.

I have been paying over 20.00 per month for sewer and water line protection for my home and when I finally need to use it they don't cover it. This is a scam. They do NOT pay for anything. I'm looking into filing a class action over this contact me if interested. read more

I have american water resources for my insurance protection.I was told I was covered for leaks breaks and clogs inside and outside the home .I had a leak in my sewer line and was told it would not be covered it cost me $2800.00 to pay for a new sewer line inside the home.This is a total scam if you want protection aganist minor things that cost like $100.00 this is your company if you want protection against major things like what most people want the protection for than GOOD LUCK!!! read more

On Tuesday, July 16th we received a notice from DEP stating that we had 3-days to fix our mainline that is leaking. That night, we called the water insurance company American Water Resource (AWR), (promoted by DEP on their website and on our water bills). American Water Resource sent Liberty plumbing to assess the leak that is in the street connected to our mainline. Then, we heard back from AWR and they stated that since it is an extension of our water mainline, they could not pay for it. AWR did not give us anything in writing indicating that the claim was denied. When we asked for something in writing, they said that they never send anything out in writing. Based on the denial, we looed at our contract from AWR and it states the following: 5. What Lines Are Protected? "Your Water Line is the water service line from the connection with the New York City Department of Environmental Protection's ("DEP") system to the water meter or main shut-off valve inside Your Home." AWR told us that the "water tap" that connects our water line to the city water line is not included. Yet the above states that it is. Also, there is nothing in the contract that says that a specific "water tap" is or is not included". They are really playing with the words to benefit them. In the end, we had to come up with $4000 to get a licensed plumber and permits. AWR did not even help with anything at all. It was also really strange that AWR only uses specific plumbers to come out. Also, DEP promotes this company on their website and also on the water bills that all NYC homeowners receive. Very suspicious! Why would a public agency only endorse and promote one company? Why couldn't they give us a few options to choose from? Sounds like somebody is getting kick-back money. read more

i called for a service call that i pay monthly for at 1045 am they said they would get back to me 1n 14 minutes 2 1/2 hours later still waiting and my water is still running i called back and i get the aame message we will get back to you why should i pay for a service contract when you can't get anybody to fix your promblem i am going to cancell all my service contracts and so should everyone else read more

I had a problem in my home on July, 5th 2018 with regards to a pipe that had broken in my home. I have the in home plumbing protection plan and called american water resources to file a claim. I spoke with someone name Kaleen who proceeded to tell me that it was a drain problem and that I wasn't covered. As I was on the phone with him and was watching the water drip from my ceiling into my furnace in the utility room, he continued to tell me that it was a drain problem and that I was not covered. This went on for about ten more times before I finally hung up and turned off the water supply coming into the home. I called my own plumber and it turned out that it was a supply line in the upstairs of the house for which I would have been covered by awr. I find it amazing that someone in Illinois can see into my house in New Jersey, and know exactly what was wrong. He continued to tell me that he has been doing this a long time, and know what he is talking about. Sorry Kaleen, you don't know anything. If I would have listened to you, I would have had more extensive damage to my home. American Water Resources is terrible, they have poor customer service, and I'm still waiting for someone to call me back. Don't waste your money with AWR. They wont cover you for your indoor plumbing A very dissatisfied customer. read more

This company is horrible i lived in the house for over 12 years i have the electric line protection plan and they are stating my property is used for comercial use i lived in the house for over 12 years and do not use the property for comercial use they should cover my house. I guess it was part of the contractors fault matt from mchale electric saying it was a multifamily home and its not. read more

Save your time and money and find another liable company American Water Source is a fraud. Take your money and get no results that's what they do. They won't fix anything and they charge you $50.00 extra for service fee. Won't fix major leaks, clogs or brakes that runs in the thousands, they have all the excuses in the world not to. This company sucks! read more