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Council asks DWSD for 30‑day report on American Water Resources warranty program after resident complaints
Summary
Council members pressed DWSD over complaints about American Water Resources’ warranty offerings, asked for data and agreed to discuss the contractor’s May 2026 contract renewal in executive session; DWSD said it can cancel the contract at no cost and will present a data report within 30 days.
City Council members on Monday pressed Detroit Water and Sewage Department officials for data on the city’s warranty contractor, American Water Resources, citing numerous resident complaints and confusing marketing.
Council members Mary Waters, Pro Tem James Tate and others described social‑media posts and articles documenting customer grievances, including allegations of poor service and billing problems. Council member Waters and others said some residents, including seniors, reported paying enrollment fees and failing to receive promised services.
Detroit Water and Sewage Department Director Gary Brown said DWSD contracted with American Water Resources for an outside‑of‑the‑house warranty program (service for lateral and exterior water and sewer lines). Brown said the company later marketed an expanded inside‑the‑home warranty that DWSD does not endorse and that the company used DWSD’s logo without permission; Brown said DWSD’s law department took action and the logo was removed.
Brown told council the company has performed both positive and negative work for Detroit residents: he said American Water Resources and its contractors supported DWSD’s response to a recent 54‑inch break and donated $20,000 to provide one‑year warranties to affected customers. At the same time, Brown acknowledged numerous complaints and said DWSD will present a report with usage and performance data compiled by staff and the DWSD liaison, Nikki Branch, within 30 days.
Council members asked about the contract’s term. Brown said the American Water Resources contract expires in May 2026 and that DWSD can cancel the contract at any time “at no cost.” Members moved to add a review of the contract and related customer‑service concerns to executive session; the motion passed by unanimous voice approval.
Ending: Brown said he will present the data to the council — either in committee or before the full body — after DWSD compiles it, and council members requested that DWSD include figures on denials, service outcomes and customer complaints.
