Our Commitment to You


Your enrollment with American Water Resources of Texas (AWRT) ensures that you receive quality repairs, exceptional customer service, professional plumbers or contractors, and peace of mind.

If you have a service line problem:

Call 1-866-273-3526 or visit AWRofTX.com and click Request A Repair

-No need to locate your own contractor

-AWR will promptly dispatch a local plumber or contractor to your home

-Our customer representatives are available 24/7

Here’s what you can expect from AWRT:

1.Clear Communication

-Representatives assist and keep you informed

A customer representative will help assess your situation and provide you with a claim number for reference. We will arrange for a Texas licensed master plumber or contractor to contact you to set up a time to perform an on-site inspection, if required.

Customer convenience is AWRT’s priority, so we make certain you are well informed throughout the entire repair process.

2.Professional Texas-licensed plumbers

-Carry an AWRT ID Badge for your safety

-Provide advance notification in case of delay

-Obtain necessary permits and provide hassle-free service

We take care of it all for you. AWRT will locate and dispatch a local plumber or contractor to your home within 24 hours of your initial call. Upon arrival, the technician will assess the situation and decide next steps while providing professional, courteous service. Following this assessment, the technician will obtain any necessary permits.

3.Quality repairs and clean-up

-Defect-free workmanship and materials

-Hassle-free repairs and clean-up

No need to waste valuable time trying to locate your own contractor. AWRT warrants that all covered repairs made by Texas licensed plumbers will comply with applicable state and local codes and specifications, and be free from defects in material and workmanship for one year from the date of the repair. Please be prepared to provide the technician with access to your property.

4.Basic restoration for your exterior lines

-Excavation areas refilled and raked

-Reseeding during favorable seasons

AWRT will provide basic site restoration including backfilling, raking, and reseeding of the repair area. In the case of winter repairs, reseeding will occur in the spring to ensure more favorable conditions for growth. AWRT will contact you to schedule the reseeding.

Public roadways, sidewalks, curbing and driveway aprons are covered under the program and restored to city code. Landscaping, private walkways and driveways are not included in basic restoration.

5.Timely follow-up

-Courtesy calls to touch base on your repair and ensure your total satisfaction

-Survey to continually improve our customer experience

AWRT’s commitment is to give you the best possible customer service, and your feedback helps us do this. We will send you a survey a few weeks after your repair is completed.

1-866-273-3526 • AWRofTX.com

For complete details, please refer to the terms and conditions included in your confirmation packet. You may obtain a copy of the terms and conditions at AWRUSA.com or by calling toll-free 1-866-618-3892.