American Water Resources American Water Work Co American Water Company Insurance American Water Protection Program Home Service Line Warranties DID NOT service claim and CLOSED CLAIM without notification then AUTO renewed program after cancellation Alton IL

The water line has broken at a rental property we manage that was carrying American Water Resources "Unlimited Protection Program" at $216 per year for over 6 years.  Jan 14, 2019 I opened claim #334812 and paid a $50 dispatch fee for Mr. Sewar to resolve the issue.  On Jan. 17 the tenent reported the sewage was still coming from the floor drain in the basement and Jason from Mr. Sewar only went half the way down the stairs and said "He could not work in hazardous conditions".

I sent our maintainance employee to the residence to clean up the floor and was told Mr. Sewar would return on Jan. 18.  When Ed from Mr. Sewar reported to American Water's Leslie that "hazardous conditions still exist at the property" I was not notified.  On Jan. 23 my tenent reported the sewage was still coming from the broken line.  I contacted A1 Plumbing who cleared the blockage to the broken section of the line far from the exterior of the house, but not yet to the main.  Since that is the area covered by the "protection program". 

I called American Water again speaking this time with Chardae #3150 who said she would reach out to Mr. Sewar again and instead CLOSED THE CLAIM, because "the line was open now and there was no existing problem". 

Our tenent reported the back-up occured again on Jan. 25, Amer Water agent #3209 Teresa reopened the claim and no one came.  This time our plumber cleared the line and sent a camera to expose where the line was broken. 

I reported the information to agent #3055 Jasmine, who said the claim was closed and this was NOT INSURANCE, rather a PROTECTION PROGRAM and they will only send their contractor out when there is a problem and now that the line was clear, there was no problem. 

I spoke with 2 managers and ended up with agent #3058 Bridget who could not cancel my policy, but transferred me to sales where after 35 minute hold I was assured the program was cancelled.

Feb. 12, 19 I recieved a notice from American Water Resources stating they are renewing the protection program at the $216/year unless I contact them in writing and my cancellation will be effective on the "last day of my current billing period", which is now 3/30/2020.  I cancelled the credit card and reported the scam.

Beware, do not pay needlessly for "protection services" for a completely frustrating waste of time and money.