American Water — Local services in Camden

This morning, I spent a total of 30 minutes speaking with two customer service representatives, trying to understand why the scheduled water flushing for our area was not completed within the originally specified dates.

I was seeking clarification because, once I believed the flushing had concluded, I took the time to thoroughly flush, clean, and replace all filters in our reverse osmosis system to eliminate any residual sediment or contaminants. The very next morning, we received a notice stating that water flushing would begin that day and continue for two weeks.

Frustrated by the sudden change and lack of prior notice, I contacted customer support to ask why we weren’t informed properly. I also explained the unnecessary costs I had incurred from replacing the filters based on the original schedule. I was told, rather dismissively, that “things change” and there was nothing they could do, aside from someone possibly contacting me within 3–7 days.

After expressing how unacceptable this lack of communication and service was, I informed the representative that I would be visiting the local water department in Delran, NJ, to speak with someone in person who could provide clarity—especially since the support agent I spoke with was rude and dismissive.

Over an hour later, I received a phone call from the Delran Police Department, stating that a report had been made alleging I had made violent threats toward the water department, including claims that I intended to “show up and harm someone.”

I am absolutely appalled by this false and defamatory accusation. At no point did I make any threats—I simply requested answers and accountability for a serious lapse in communication. To have a police report falsely filed against me is outrageous. It demonstrates a shocking level of unprofessionalism, dishonesty, and complete disregard for the concerns of a paying customer. This company and its employees should be held accountable for...

Horrible company. When I called to get information about this company, they assured me all the great things they offered in helping protect my home. As a licensed REALTOR I wanted to try it so that I could speak back to their services when talking with my clients. American Water Resources never told me that they didn't have any plumbing contractors in my area when I had a plumbing problem. I went 3 days of calling and being assured someone would come to my home to fix the problem. Finally, after the 3rd day, I was told that they are trying to find a contractor out of my area that they can assign my claim too. Not once did they ever tell me they had no licensed plumbers in my area. They were looking for one that was over an hour away. I live in a city of over 150,000 people, it's not as if I live in a small town. I was later told I could hire a plumber myself and put in for reimbursement. So, I did just that. I submitted my claim for reimbursement in November 2020. Since that time I followed all the steps they requested and now they keep telling me (for the last month) that I was emailed a settlement letter to sign. I have never received the email, and when I talk to an agent (all of which are very unprofessional) they keep telling me they are escalating my request. Today, I requested to speak to management. I was told by the agent, it's Easter Monday, no one in management is available. This is my 1st step, to openly review this company, my next is to contact the Arizona Attorney General, BBB, State Banking Commission then small...

Currently have the sewer line protection. Called concerning a problem (was told by several plumbers that it was an outside sewer clog) and was told it sounded like it was an inside clog. Called my plumber who came out and confirmed it was an outside clog and snaked the outside pipe. Called AWR and told them what the plumber said and did. They stated send the invoice showing it was paid and they will reimburse us. Paid invoice sent on 2/15. Now they won't return phone calls/emails. Again today ask to speak with supervisor but none were available(as usual). Spoke with customer service rep and was told it has to be reviewed and that can take 4-6 weeks. When ask for department managers contact info would only give their name no contact info. Then I ask for the president's name and contact and was told to look it up on line that they couldn't give that information. WHAT A GREAT...