Stay away from this?company!!! They are a complete scam. When you call them your call goes to a call center in another country with horrible background noise. You have to wait 15-20 minutes on hold each time you call and believe me you will have to call them multiple times. But don't take my word for it call their support number (866)618-3893 and see for yourself. By the way this is the number you have to call for every inquiry or service you may need from these scammers. I called them to have a plumber come out to my house, they tell me that since my home is in California, they need to "email" my local agent who will call me. They do not provide you with any kind of contact information for your local agent and you just have to take their word that someone will call you back. So just keep in mind calling their direct number does absolutely nothing. So I give them my phone number and wait for a call from my local agent who ever that is supposed to be. Well, guess what no one has called me. I have called this company back multiple times been on hold for a total time of 2 hours and each time I call I get the same response.your local agent will call you. This has been going on for 4 days and I have had NO ONE CALL ME BACK! I have asked to talk to a manager, been put on hold for 15 minutes then hung up on. I say again STAY AWAY FROM THIS COMPANY! They have been taking my money every year and have wasted hours of my time and still haven't gotten an agent who can help contact me! I am reporting this company to the Better Business Bureau as soon as I finish this review. I have reported them to the better businesses bureau and also reporting them to the FTC these scammers cannot be allowed to get away with stealing peoples money. Oh and their fake messages on these reviews to private message them is complete bs as well. read more

I've been a paying customer of this company for over 3 years, enrolled in their IN-HOME PLUMBING PLUS PROGRAM, thinking I was covered for plumbing issues, but my recent experience has been a nightmare. I called for help with a simple bathtub clog, and during the visit, they broke a pipe -- and then told me the damage isn't covered, even though it happened during their service. Now I'm being told I need to pay over $5,000 to repair something they caused, and to make matters worse, water is leaking from the bathroom into my kitchen ceiling and all the way down to the basement. They refuse to take any responsibility. This company is a total scam -- their plumbing program is worthless, and their service has caused me more stress and expense than I ever expected. They've sent out two different third-party plumbing companies who were completely unprofessional and had no idea what they were doing. Stay far away from this American Water Resources Company. *** it's a total Scam, scam scam*** Stay way! read more

I joined this website only to leave this review: They will waste your time. I don't know what they're like when you have a simple block or something, but my experience so far has been horrendous. I have waited two weeks for my claim to be fulfilled (it still is not), I have spent more than 4 hours on the phone trying to get a supervisor, here is a list of each excuse not to give me one: 1. We'll have one call you (never called) 2. Don will call you in an hour (never called) 3. They're not in today (3pm on a monday), but they're in tues-friday 9-5. 4. Called back Tuesday: They're not in today... They're doing other activities. 5. I have yet to speak to any supervisor Meanwhile through this process I have been told all this about the plumber's request for work approval (this is in the order that I have been told these things): 1. We are waiting for approval, it may take up to four days. 2. (four days later) They are reviewing the request today, they will contact you about it tomorrow (never contacted) 3. (one day after that) We have never received the request, have the plumber resend it. 4. (after talking to plumber, he sent the request two more times) The system is down, so we have not been able to receive any requests. I am on hold with them currently, 14 days after the plumber's initial visit. Don't know how they are with basic clogs, but if you've got anything beyond that, they seem to do everything they can to not talk to you. read more

I paid many years for protection on my sewer line and called to report a sewer line break on 1/26/24. They did not have a contract with any plumbers in the area. So I had to wait until 12/31/24 for anyone to come assess the problem. This means all sewage from my house is pouring out of my home onto front lawn. When the plumber came he said he could not even find out what the problem was unless a tree was torn down. Another plumber came out 3 days later to just assess the problem and he stated the tree and bushes needed to come out. I called local plumber to have them assess and they stated NO trees needed to come out at all. (It would have cost me over the $500 to have these trees and bushes removed!) After MANY calls to AWR(no one speaks clearly in English, wait times over 30 minutes, getting cut off after holding for 40 mins even) the plumber sent a group out to fix the line WITHOUT needing any trees to come out!! They turned off the water to do the repair. When they turned the water back on under the house they mistakenly turned the outside irrigation water on. Only to find this out the next day as I saw water pouring out full force,forming icicles! In the end I have not had the outside water fixed and flushed yet! AWR says it is not their responsibility. The plumber they hire/contract with says it is not theirs either. I ended up paying AWR(in monthly expenses) the same amount I would have paid a plumber ,who would have come out in a timely fashion that would not cause even more problems.Please save the money and use a local reliable plumber instead of depending on this scam of a company. read more

WARNING: Do NOT Trust American Water Resources! I signed up for the "Water Line and Sewer Line Protection Program" with American Water Resources (AWR), paying $15 a month for NINE months--no issues, no claims, and absolutely NO customer service interaction until I needed them. They promise "peace of mind" and "protection from the unexpected." Guess what? They deliver NONE of that. After nine months of paying into this program, I had a blockage in my sewer line, exactly what I was paying them to protect against. But instead of getting help, AWR referred me to some so-called "expert" who asked if I had a 3D video of my sewer line (which I had already gotten inspected before I signed up for this program to make sure everything was in working order). I provided all the info, but guess what? They closed my case. Not once, not twice, but THREE TIMES! Then, after wasting my time with call after call, a supervisor FINALLY gets in touch--only to LIE straight to my face! They told me my sewer line was in "poor condition" before I signed up for their program, and therefore they canceled my account without warning, REFUSED to cover the claim, and HUNG UP on me before I could even respond. You read that right--THEY CANCELED MY ACCOUNT AND TERMINATED MY COVERAGE OVER A FALSE CLAIM! I kept calling back, only to be stonewalled by their joke of a customer service team. No one would let me speak to another supervisor. I was being charged monthly, even after they had the audacity to terminate me. Finally, I demanded they cancel my subscription and REFUND the money I paid for NINE months of nothing. They canceled the subscription, but you guessed it--NO REFUND. To anyone thinking about signing up with AWR: SAVE YOUR MONEY. They'll take your cash, make promises, and when you actually need them, they'll ghost you, shut you down, and leave you with a mess. This company is a SCAM, plain and simple. They're happy to take your money but won't help when it counts. Stay far, far away from American Water Resources. They don't care about their customers--they care about padding their pockets. read more

I was double billed and unable to speak with anyone to fix their billing error. All of their representatives sound like they are overseas and were difficult to understand. I was put on hold for over 15 minutes so I called back and got the same run around. Then I read the all of the one-star reviews and have to agree that this company is a big scam. I believe that they take advantage of senior citizens. read more

American Water Resources (AWR) dispatched Bailey Plumbing to our home to help fix a broken pipe. The technician showed up on time and confirmed the same problem we reported to AWR. The technician claimed our pipes were "tampered" with even though they were installed prior to us owning the home and contracting services with AWR. The technician quoted us $1,100 to replace a length of pipe since this was the only available option and was ready to cut into the walls within 15 minutes of being at our home. We still had questions and concerns before the work commenced and the technician became verbally abusive dismissing our calm, concise inquiries. Instead of bringing us a level of comfort and taking a couple more minutes to more accurately determine where cuts were to be made into the finished wall, he openly mocked us before stomping out the door. Total time there was less than 20 minutes. We promptly found another plumber same day who was able to fix the problem at the failed union without haplessly cutting into our finished walls. The work was less than half the price and the plumber fully addressed questions prior to beginning work which took about 40 minutes. The plumber also identified the underlying cause and took preventative steps to help stop future occurrences. We would never call Bailey Plumbing back for any work due to their inaccurate claims, lack of transparency, and overall abusive behavior when dealing with customers. We are also canceling our contract with American Water Resources as they never contacted us again after charging us a $50 deductible to help address false claims and fix the issue as agreed upon in the contract. Both American Water Resources and Bailey Plumbing are wildly disrespectful, irresponsible, and abusive and would caution anyone from using them now or in the future. read more

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 read more

Yesterday I cancelled my AMR water and sewer line insurance. Here's why. In April 2024 we had a sewer back up. I called our local plumber who arrived within the hour and cleared the blockage. It took me four days and six hours on hold to speak with an AMR representative who explained to me that the AMR insurance only covers work by AMR authorised plumbers. The emergency repair by my plumber was not covered. My plumber told me that his clearing the line was only a temporary fix. Tree roots have invaded the line. We will probably have to call him again in about six months. He recommended installing a new sewer line to prevent future tree root blockages. Yesterday 23 July I finally got around to calling AMR. I asked AMR to send out their authorized plumber to evaluate the tree root problem and to do what would be required for a more permanent solution. Here's the catch 22. The AMR representative asked if I have current leak or back up. We went back-and-forth a few times. I explained that there was no existing back up however our plumber recommended preventive work so that we wouldn't have another emergency back up . The AMR representative said that I could only file a claim a for an existing problem. I now understand that the AMR insurance just covers emergency repairs.. However they are not set up to deal quickly with emergencies. According to what I found on the internet, the most common plumbing repairs are for clogged drains and leaking water lines. These are emergencies that must be dealt with very quickly. I asked the AMR representative to cancel both my water and my sewer line insurance. My monthly payments were just money down at a rat hole. read more

BUYER BE AWARE! American Water Resources (AWR) is a total scam. I purchased a bundle deal which included the water, sewer, and internal electric protection programs as well as an internal plumbing protection program. TOTAL SCAM! I had a leak, AWR and their New Jersey contractor (Ultimate Drain Cleaning & Service, LLC) came in to access the problem; torn down walls (they told me beforehand that they don't cover putting them back up) BUT still they didn't find the problem. Charged me $150.00 for a shower drain that wasn't even the source of the leak. My house was a total disaster from damage they did trying to find the leak; from the third floor to the dining room all the way down to the basement. AWR/Ultimate immediately informed me that the issue wasn't covered under the protection plan I purchased. However, they could fix it for an additional cost which was quoted in the hundreds and thousands of dollars. I was paying $35.00/month (over a few years) for absolutely nothing! I had to hire outside contractors through my homeowner's insurance to restore my home. Certainly, I could have used the monthly fee to hire a plumber of electrician directly to resolve the problem. read more

I wish I could give ZERO stars. The water and sewer line insurance is an absolute scam. The plumbers they use are all rated under 2 stars. With a blocked sewage line at the home, the first plumber took 2 days to come out. Then he said they had to come back bc they didn't have the write equipment. I never heard from them again. I contacted Aqua again. They said they would assign it to a new plumber and escalate it. The new plumber said they would be out between 8am and 8pm the next day. I finally received a call after 8pm saying they would arrive after 9pm. I told them to reschedule. They came out the following day and couldn't clear the blockage. They said they would be out with a jetting machine. They came out two days later and the machine broke. They will now be out in three more days, so they say. Aqua is unwilling to do anything else. A BLOCKED SEWER LINE FOR 9 DAYS!!!! read more

This company is a joke. My wife and I are taking care of an elderly woman who lost her home to fire in March 2024. This woman is in a wheelchair from getting polio when she was 2. She has onset dementia. They require her to give them an account number, password, email, and phone number on file. I explained everything to them and asked to cancel her plan. They told me I'm not on the account and she would have to give all the aforementioned information in order to start the cancellation process. I told them how do they expect someone in her condition to remember anything. She doesn't get a paper statement just money taken out of her account automatically every month for insurance on a property that has burned down. No understanding of the situation she's in, no help, no compassion, just take the money every month. read more

Truly upset with bad customer service. You are speaking to an outsourced customer service in another country. On 6/10/25 I received a call about outdated credit card. I explained I am retired living on a fixed income. I ask them not to take money out till next week. I have checks out to pay bills. The person said no problem. 6/11/25 I checked my checking account and they took the money. When I called to have them reverse it I was told they couldn't do it for 5 days. They are going to cause me unnecessary charges because they removed money I told them not to take till next week. I don't like a company with poor customer service, representative that lies to you and removed my money anyway. I asked for a supervisor and was told they all are busy. I told them to cancel my service to be told I will be pro rated and in 5 days I would get the rest of the money. I told them never mind keep the account. Now I'm told I would need to start all over for another $179.88 for a new account. What a SCAM!!!! The account was cancelled. I am fuming . You cannot do this type of business to your customers. Especially to senior citizens. Teach your employees not to SCAM your customers. Stay away Do Not use this company. read more

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. read more

This review is for the purpose of letting clients of this company know they are not alone with the terrible treatment of American Water Recourses. As the owner of Downunder plumbing we had worked with them for around 10yrs and during that time we had to fight for the people who had plans with them to get the service they deserved with also being an honest company. We were ridiculed for being honest by their staff and told not to talk to owners and or other plumbing companies. We understand American Water Recourses is a company that wants to save money and we are one who wants to make it but they will not work with anyone including their own clients, On top of this we continuously had to fight for our open invoices being told we didn't get the memo for invoicing email change on over 40k 90 days out and spent 9hrs to re send them. We did agree on lowering our prices to gain more work but were still called liars for our hones estimates so we cancelled our contract losing a lot of revenue mainly because the clients were now maybe looking at us like we were the issue. Example: we bid multiple jobs that the owners called me direct to say they would rather pay us cash than use the other company they use here in Las Vegas. End result is now American Water Resources are paying more out of pocket to the other contractor rather than use Downunder Plumbing who was always the most honest company they contracted with but also believed in giving the best service to both American Water Resources AND the home owner. Im 100% positive if any homeowner who has met me or dealt with Downunder Plumbing would agree they should never has lost us as a vendor. Wish you all the best and call us if you need honest service. Rob read more

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

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Called to submit claim, lady (could not speak good English) lots of noise in back ground. She took info about drain line and said they would have to send a plumber to verify problem. Okay but I will use my own contractor to fix problem, she replied okay but we still have confirm problem, which turned out to be a broken sewer line under floor. My contractor worked for two days breaking up concrete and repaired broken line under garage floor. Called AMERICAN WATER RESOURCES to report repairs had been completed. Again another non- USA person at their customer service stated that since I did not use their contractorthen I would not be reimbursed the fees charged by my contractor. Asked to speak to his supervisor, manager or to VP of the company, sorry but we can't do that. BEWARE OF THIS COMPANY "AMERICAN WATER RESOURCES" read more

I woke up to my wife telling me the main waterline in the basement is leaking. We told American Water Resources about it, and that I need to get a plumber as soon as possible so our basement doesn't start flooding. We called the plumber to check it out and, while he was there - we asked if he could also replace the kitchen faucet. He said, you need a watermain guy, I can handle the faucet another time. We went through the process of getting the watermain fixed. I provided all the documents they requested, and after 3 months they said they were rejecting our claim. They twisted our words by saying the plumber caused the watermain leak when he was looking at the faucet issue. Most people know you do not need to shut off the mainline to replace a faucet, there are valves under the faucet to stop the water. I continued to speak with them - they passed my case to a 3rd party (OnCourse Home Solutions) to work through the issue with me. That person agreed with me that the 2 things are separate, and was saying (via email) that we should be reimbursed. All of a sudden, she told me the company is rejecting the claim and there is nothing I can further do. Pathetic how they will look to find anyway to get out of it. read more

I turned them down and they will not stop bothering me. I let them know I live in a condo and water lines are HOA responsibility. They won't listen and keep mailing me with scare tactics. Even if my water lines were my responsibility, I would not trust them. read more

I have been waiting for a refund on my waterline protection program. Spoke to Doug on 2/21, Mika 2/24 and today 3/14 to Johnny. The manager is Charles according to Doug but of corses he wasn't available. I wanted to renew my policy but I can't use the refund to renew CRAZY. Initially I was told 2 weeks. but today I was told 4 to 6 weeks WHY. After reading the reviews, I am so disappointed with this company. At this point this is fraud and theft. Sharon W. read more

I paid $12.80/month to NJ American water for years for a Water Line Protection Plan for my home in Strathmere, NJ. When I was notified that the plan cost was increased from $12.80/month to $19.18/month, I called and cancelled it. I received written notice from NJ American Water of its cancellation. BUT, they won't stop charging me. Its been four consecutive months of over charges. Each month (now its March 2024) when I call NJ American, they say they are not responsible, that I must contact Water Line Protection Plan. Water Line Protection Plan says they are reviewing it. Lou Pellegrini, Strathmere, NJ read more

This is a scam. Do not sign up. They call you and tell you it's necessary to sign up because if something happens it can be very expensive and they're associated with all of NYC sewer lines, blah blah blah. It is a lie. I had a legitimate problem with my sewer line that collapsed and had a backup of water coming into my home. Instead of honoring there contract and the covering the expenses to fix it they said it was a "back pitch", that was designed like that so they weren't obligated to do it. Meanwhile the home is about a 100 years old and I've been living there for years. There was no way my sewer line could have been originally installed like that. I was paying for this bogus coverage for years and then when it came time for them to help me they refused. Shot down my claim with no legitimate reason or explanation. I do not recommend signing up for this coverage. read more

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

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. read more

This is the automotive, Elizabeth H's response to 90% of the many 1 star reviews on Yelp: ​"vice representative, please provide your contact information via direct message on this Yelp page. Thanks." Pathetic. Here is updated info on my dealing with American Water Resources. 2019. I will repeat that again. As we discussed the matter further, the recollection of enrolling in AWR program in four years ago in 2019 was NEVER DONE BY PHONE where Matt claims that there is a log for proof, but was sent in my mail. You have that proof in your possession, or have destroyed it. We have sent a request to Matt ID#5012322 of AWR using the address given to us by Matt: hof.customeradvocacy@oncoursehome.com to supply us with the phone log of our enrollment in 2019, and the fine print terms and conditions that was NOT included in the email sent to hotdrums7@yahoo.com with the agreement of the boosted price from $4.99 on the mailing to $12.50 monthly charges. As we discussed this at length, it came to our recollection that the call was never made by either or us, but enrollment by responding to a AWR solicitation mailing is the way that we enrolled. So, we requested AWR's proof of the phone log of our enrollment that Matt claims was made. As of July 24, 5:45PM, Matt has yet to respond to that email. This is not about money, but the principle of the matter. As long as consumers do not stand up for themselves and fight back, there is no incentive for the multibillion Corporate American Business, AWR, to stop taking advantage of American Citizens on "what if" insurances, then to find loopholes in the terms and conditions to not honor consumer's claims. There are MANY reviews to the affect throughout the internet, as well as a lawsuit in the works in which the judge has refused AWR's request for dismissal. This, too, was instrumental in determining that our case is not isolated. If AWR continues to refuse to grant the refund due to us, we will seek legal counsel to see if AWR has any legal right to put a mechanical lean against our home. We already know that our credit card company is willing to honor our dispute, and AW representative, Dominique, stated that AW will have a way to deduct the amount from AWR's earnings, and not AW. It is a shame when an American Senior Citizen living on SS paycheck to paycheck has to fight for their rights against Corporate America for a few hundred dollars that was sneakily (even if legal ... still HIGHLY UNETHICAL). You may not miss that small amount of money, but we certainly do. Do the ethical thing, please, and refund our amount of $702.23 Regards, Rich And Donna Spicer Attached Files/Documents AMR Unauthorized Charges July 2020 thru May 2023 Account Statement_20230724.pdf American Water Resources Program Agreement.pdf read more

I signed up online: never got a policy. I called was promised a policy via email: never got a policy. They billed my AMEX. Called to cancel: after a delay was told they couldn't cancel that their "agent' in VA had to call me to cancel: never got a call. I will now dispute the charge with AMEX. BBB complaint review shows no resolution to complaints only "go to our website." This company is a scam!!! GB VA read more

Non-responsive. Called Monday AM. Said they had to refer to a different state. No response. Called Tuesday PM. Said they were escalating and would call me today to confirm I had been contacted. Nothing. read more

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. read more

American Water Resources - see my review of AWS was no help in my time of need. - Plumbing Near Me - Mount Laurel, New Jersey

Had to reduce the price of my house when selling because inspector found a cracked water drain. Because it wasn't AWR's inspector that found it, no pay out. Pretty sure it's some higher-up's relative's company. Aint it always the case?! ***They are also being investigated for fraud by the NJ's AT so there ya go**** read more

I would not recommend this company. I've been with them for many years, and this is my first claim. 10-19-24 I contacted them regarding broken septic pipes and raw sewage in my yard. A hurricane had ravished my yard previously and a tree uprooted, tearing the pipe with it. I paid the $50 service fee and was told to expect someone (service technician) to contact me within 3 -4 hours to schedule a visit. I was given the name of a plumbing service from over two hours away. That was my first red flag. Sunday afternoon I called the plumbing company, and they stated they had received no claim requests from AWR and had not worked with AWR for several years. (Estimated about 7 or 8 years) I immediately called AWR back and was told by the first phone agent that 1) a service tech had accepted the claim and would be in contact with me today (Sunday) THEN 2) service techs don't work Sat & Sunday, THEN when I pressed for a name of the "new" plumbing service, none was able to be provided (though they had accepted the claim ticket). The call went dead. I called back and was connected with a new phone agent who was confused by yesterday and today's calls. (Yeah, me too) and said the claim had been submitted as a regular call and not an emergency and therefor I should expect a call Monday morning between 8 and noon. An appointment would be scheduled then by a service tech. Monday has come and went, and no call. I called AWR back, and was told the dispatch dept. had tried to call me. I called bullshit as I had kept my phone on me at all times all morning as I had been anticipating the service tech and two other calls unrelated. Assured 100% I'd received no calls related to AWR or claims. At that point, i was tired of the lies, the runaround, the excuses. I said to escalate this to an emergency status and have a service vendor technician contact me asap to schedule a time to come out or refund my $50. I'd just gone through a cat 5 hurricane and was not emotionally ready to deal with their crap. It is now Tuesday morning 10/22 and surprisingly I have not heard from them, nor any dispatch departments or technicians to schedule visits. DO NOT USE this company. I would give them a negative rating if it was an option. Personally, a one star is rather optimistic and more than generous. I will also add the wait times on hold are toward the 25-30-minute mark each time, and there is a great likelihood the call will be ended on their end before you have resolution and need to call back for another 20/ 30 minutes of waiting to go through the verification process again and again. That was the icing on the cake for me. read more

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!!! read more

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. read more

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). read more

Would not recommend this place for a claim my mother has insurance for sewer line had a difficult time getting a claim but had a Congress person that helped me to communicate than the next day I had them call me back to set up the appointment for damage to the sewer pipe they fixed it read more

This company is a fraud. I'm trying to sell my house and during the inspection the technician was not able to get a scope through the pipe. I called AWR about the issue. They would not send an inspection person to my house to determine the issue. I brought a plumber from Dick Guy to look at it. He determined that the pipe leading from house to city boundary was most likely cracked or bent. AWR still refused to send an inspector, and stated they were going to terminate my coverage since I had an independent contractor look at it. This company should be shut down. They are a sham and a scam. ​ read more

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. read more

It's amazing what a scam company will do to not honor their extended protection plans that they sell you not only should. I have been covered 7 phone calls later a supervisor Ruby informed me that I'm still not covered and she was closing the case. Hey American water you SUCK!! read more

Wish I could give no star. Called about emergency sewer line issue and called 3 times. No one ever called me back about service and can't find a contractor. They took my money but no service. This company socks and are worthless. I pay a monthly fee plus $50 for service and they don't do anything. Have to get a plumber myself and pay out of my pocket read more

First of all let me begin by saying that this is the first time that I have been compelled to write a negative review. Normally, I would just moved on and find another company to work with. However, this company and its employees are so genuinely horrendously dishonest and deceitful! This company does not deliver on any of its promotional promises or coverages. There employees will do everything to wear you down, to hopefully frustrate you to a point where you will just give up on your claim. They will do and say anything to forego honoring a legitimate claim. Save yourself a lot of money, time, frustration and disappointment and find a company with a good reputation and reviews that stand behinds its advertised protection coverages. Additionally, I will be filing complaints with the CA Dept of Insurance, BBB, and the City of Monterey. read more

This company is a scam! I never dealt with anyone so dishonest and impossible to reach. For almost a month I am going through the useless scripted operators. I was selling my house and the sewer inspection failed because we could not obtain the video of my sewer line connecting to the city sewer. The buyers' inspector recommended to start with the waterjet. AWR send the plumber called "Mr. Sewer" who water-jetted the pipe, whoever he did not have skills and equipment to put the camera through the sewer cleanout in my yard. He said the house trap is broken (not covered by the AWR) and said that he needs to destroy the retaining wall and the fence. I called AWR for the second opinion, they sent DiTomasso Plumbing. The second plumber did nothing on my property, just listened to me and said that they are two-men company and small for the job. I called AWR again and requested the plumbing company with adequate capabilities to give the second opinion. They sent Krupp Plumbing, whose technician had no problem to go through the house trap, and located the break in the line under the sidewalk almost 2 feet away from the trap and retaining wall. He submitted the proposal to the AWR. The next day I received a phone call from the proposal department, from Kondra who rejected the claim, because she chose to believe the very first incompetent plumber who was uncapable to pass the camera through the trap and uncapable to detect a break in the line. More over she accused me and the second plumber that the video we provided was not done in my property. She said that the video is unclear. How can we get the clear video, if the broken pipe is going in the ground and is not connected with the rest of the pipe leading to the city sewer. If I had a clear video of my pipe connecting to the city sewer, I would not be calling AWR! Furthermore, Kondra told me that I need to dig the house trap myself, basically she is pushing me to do something that will put me in breach with the AWR agreement, so that she can lie again that by "unauthorized digging" I broke the line. When I asked her for the email address or a direct phone number, she became unclear and gave me the non-existing email address and operators phone number, so that I continue going in scripted circles. Kondra and AWR realize that the problem can be bigger than the small repair under my pipe, and the rest of the pipe under the side walk and needs to be replaces. This is the only reason the proposal of the second authorized plumber was rejected. AWR receives millions of dollars from their service subscribers and yet they do not want to fulfill their contractual obligations. By contract you must repair the break which was found by your second technician. Or send the third capable technician to confirm the break. I do not need to excavate the functioning house trap if the break in the is not related to it. Horrible liars, very hard to reach, waist of time, there is no one to file a complaint. Absolutely the worst experience in my life. Side note, I also hired and independent plumber who also had no problem of running the video through the trap and located the broken pipe under the sidewalk. So, I have two reputable plumbing companies, one of which is authorized by AWR, confirming that the pipe is broken. Yet AWR refuses to go through with the their obligations. read more

American Water Resources - The sewer line is broken 2 feet away from the retaining wall. AWR wants me to destroy the wall, not to fullfill the contractual obligations - Plumbing Near Me - Mount Laurel, New Jersey

The worst of the worst. Everything offshore, reps that don't care and that you can't understand. Impossible to get management involved. My main was leaking 180 gallons per hour and they took 3 weeks to get a plumber out. read more