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. read more

Have been dealing with a reimbursement claim for over 4 months, where the claims department mentioned that they would cover the costs, I have in writing, and whenever I call them (after being on the line with their representatives for over 3 hours...) the "call drops" or the call goes silent. Since, they don't want you to rate your experience at the end of your call... they will try not to end the call (they want you to hang up). read more

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. read more

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!!!! read more

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... read more

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. read more

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 read more

worst customer service ever. They do not understand nor speak American English, Tried to have a drain line fixed -was denied --Called 4 times same run around. No one understands you-and you can not get a US rep or supervisor they simple refuse you. read more

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. read more

Sold my house, and called in to cancel their service. Apparently my phone number changed during the years I had my house. Well, I guess I'm SOL because even if I can give them IDs, SSNs, etc, etc., they won't talk to you unless you can confirm a phone number you provided them years and years ago. I'm pretty sure that's not right, but I guess customers are now obligated to pay for services into perpetuity because they won't accept any other kind of confirming info. What a joke of a company, their customer support is ridiculous. Whatever training they are giving is illegal. read more

The most common issue that could occur with a sewer line is not covered. The representatives (a few of them) told me my situation would be covered by my insurance policy yet it was ultimately not covered after a dozen back and forths. This company is just like every other insurance company that has fine print covering them read more

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 (kristrego@gmail.com) read more

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

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! read more

Horrible customer service. I had water/sewer and in-home plumbing plus programs. They had an issue with my credit card on file and charged me twice, I had to call multiple times to get a refund, got the run around every time I called. Then called to cancel my service when they hiked up the price by 5$ monthly, and received a discounted rate, however they were to refund my previous payment when I signed up and never got the refund, called 3 times each time the person said I would receive the refund and STILL HAVEN'T GOTTEN IT. I cancelled all services today (at least I hope this is the end, I'm 80% positive they'll charge me again and I'll have to call and set things straight AGAIN) read more

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. read more

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. read more

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 more

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. read more

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. read more

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!!! read more

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

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

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! read more

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 :) read more

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. read more

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

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. read more

I submitted a claim to American Water Resources for a blocked sewer line. AWR assigned me to a local plumber whose license was revoked 6 years earlier when the Maryland Attorney General won a $1,000,000 suit against him for working without a license, falsifying invoices, charging for permits that were never filed. The man reformed with a different business name. That business' commercial license registration was forfeited a year before AWR referred me to him. Good thing I check license/registration on the State website. I called AWR twice to share the information and ask them to send a licensed, registered plumber. They never returned the call. Then I filed a complaint with the Better Business Bureau and suddenly AWR calls. The next plumber they offer to send out has well over 25 complaints on Yelp and 7 complaints this year alone on BBB. Save your money. read more

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. read more

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. read more

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. read more

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. read more

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. read more

American water resources. Paid premiums for 5 years for well and septic line protection program. Woke up one morning with no water. Called and was told they only cover water lines. Found my policy 5 hours later which said they vover much more. Called back and was told it was a misunderstanding and I would hear from a contractor within 24 hours. Never happened. We hired our own and submitted bills to be paid, even hired an attorney. Good luck. They are a scam. read more

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. read more

American Water Resources - Plumbing Near Me - Mount Laurel, New Jersey

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they steal from dead people and lie. they refuse to refund money they took without authorization unless we sent info about the deceased to an email address...when we didn't hear from them, we called and they said we were given the wrong email address and gave us a different one. then sent same info to THAT email address....when we didn't hear from them, we were told to send the same info plus more to a THIRD email. it's a scam to delay refunds so that they can continue to collect interest on the money they stole from our dead relative. read more

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. read more

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. read more

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 read more