Service Line Warranties of America

Review: I was enrolled into a service warranty for my sewer on 01/12/12 and water line on 10/13/12 for my residence. I was not aware of the contract of services. I had been making payments that were not conseutive but was billed monthly. I had made a total of $48.00 for the water warranty and $99.00 for sewer warranty which was cancelled on 4/23/2014 due to non-payment, which I was not aware of this cancellation until I contacted the company on 06/26/2015. According to Celecia, customer service rep, my warranty was cancelled due to non-payment but I had was not paying them in accordance to their contract which I never signed or received a copy of. Therefore, my payments that were sent in should have been returned instead of collected. This company continued to bill me but from my understand was a month to month warranty.Desired Settlement: I am hopefully that my monies that was collected under false pretends be refund.

Business

Response:

July 10, 2015Complaint ID: [redacted]Customer Information: Anita [redacted]Daytime Phone: ###-###-####E-mail: [redacted]Dear Ms. [redacted], Service Line Warranties of America sincerely apologizes for any frustration or inconvenience that was caused to Anita [redacted] regarding her phone call into our Customer Caredepartment on Friday, June 26, 2015, regarding her contract and reimbursement for her warranty costs. Ms. [redacted] called into our Customer Care center on Friday, June 26, 2015, to inquire as to her external water and sewer line warranties. She wanted to know if a refundwas available as she has not utilized them. Ms. [redacted] was advised that the warranty premiums were not refundable for non-use and that her warranties had lapsed due to non-payment of monthly invoices. On the same day, Friday, June 26, 2015, a Revdex.com complaint was filed by Ms. [redacted]. Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. It is with this that I emailed Ms. [redacted] at the email address provided on the Revdex.com letter on Wednesday, July 1, 2015, with copies of her [t1] signed and dated Business Reply Cards for both external sewer and water line warranties to be billed monthly. We wanted to ensure that we have adequately validated her enrollment as well as alleviated her concerns regarding signatures and collecting fees under false pretenses. I called Ms. [redacted] at the number provided on the Revdex.com letter on Monday, July 6, 2015, in hopes that I could discuss her concerns and confirm receipt of my email. I left a voicemail message with my contact information. Had Ms. [redacted] filed a warranty claim for sewer or water during her period of coverage, the costs would have been covered by SLWA. I welcome the opportunity to speak to Ms. [redacted] directly by phone or email to discuss her concerns. Very truly yours, John [redacted]

Customer Care Manager

Review: This organization sends an advertisement letter with the City of Phoenix Logo, and I understand how and why they can do that. Not the problem. Their paragraph at the top of the letter: "The City of Phoenix partners with Service Line Warranties of America, through the National League of Cities, to inform residents of an optional WATER AND SEWER LINE WARRANTY PROGRAM. . . .It "sounds" like water line AND sewer line are covered in the offer. They are not. Even though the wording names two services with a singular word "program," the offer is only for Outside Water Line Service.Although the body of the letter talks only about buried water line, outside water service line, outside water line, it could be easily misunderstood as both utility lines.The annual fee for water line TO THE HOUSE, is $49.00. But if you want both water line and sewer line coverage, the cost is $116. They never mention the sewer line warranty program and its cost, or at least who to contact to find out more about BOTH programs.I think they should mention sewer line option or take the word out of the top paragraph. I also think they should make it clear that this is only for the line for clean water from the city to the house water main.Desired Settlement: I have not contracted with this organization. My complaint is about the misleading language on their advertisement letter.

Business

Response:

I am writing in response to Complaint Number [redacted] made by Ms. [redacted] to the Revdex.com for Service Line Warranties of America’s (SLWA) recent mailing to the City of Phoenix.

Service Line Warranties of America (SLWA) operates through a partnership with nearly 200 cities across the nation, including the City of Phoenix. Together your city officials and SLWA work together to craft the educational marketing letters we mail to city residents such as yourself. As part of that letter, we opted to include a box at the top informing residents that two optional warranty programs are available to homeowners at any time.

Both water and sewer line warranty programs are offered in Phoenix, AZ, each with unique cost and coverage indications. Previous customer feedback indicated that providing the details about multiple products in one letter at the same time was confusing, and as such, we communicate the details about one product in the letter.

SLWA thanks Ms. Hewitt for sharing your comments with us. If you have any further questions or concerns, please feel free to reach out to me directly at ###-###-#### or [redacted]

Sincerely

Manager, Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Columbia Gas of Pennsylvania claim number [redacted] dated August 20, 2015. The gas company sends out personnel every year to check on gas leaks from the point of service to the point of entry at the meter. A gas leak was detected, my service was shut off and red tagged on August 20, 2015. I pay the extra $3.75 per month for the gas line garantee. [redacted] Plumbing is under contract to perform all necessary repairs. The repairs were completed on Saturday, August 22, but service wasn't restored until Monday, August 23, 2015. My yard had to be dug up in several spots in order for the repair to be completed. Once the gas leak was repaired, my front lawn and flower bed were left in ruins. A very poor attempt on the part of [redacted] Plumbing was made on September 14th to repair the damages made by the backhoe when holes were dug in my front yard and flower bed. I also lost a full grown holly bush in the process.Desired Settlement: I am receiving competitive bids from landscaping contractors to repair the damage done by [redacted] Plumbing and I am contemplating legal action against [redacted] Plumbing to sue for damages. A desired outcome is reimbursement for the repairs to my front yard and flower bed.

Business

Response:

November 10, 2015

Complaint ID: [redacted]

Customer Information: [redacted]

Dear Ms. [redacted]

Columbia Service Partners (CSP) regrets any frustration or inconvenience caused to Mr. [redacted] regarding the condition of his lawn and flowerbed after the external gas line repair was performed at his residence.

On August 20, 2015, an external gas line warranty claim was filed by Mr. [redacted] after inspection by his gas company. Once the service was completed, our network contractor backfilled and replaced the sod over the access holes that were dug. Our records indicate that Mr. [redacted] contacted CSP on September 8, 2015, to advise us of the condition of the lawn after the contractor finished the job: dirt was left in the flowerbeds, there had been no attempt to level the area (sod), and plants were destroyed. He also provided photos of the yard and flowerbed. CSP informed Mr. [redacted] that the contractor would return the following week to level and seed the areas. He advised me during my conversation with him on November 4, 2015, that the follow-up work on his property the following week was not adequate or to his satisfaction.

Columbia Service Partners is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors and shareholders. Mr. [redacted] has been compensated with a $200.00 gift card as reimbursement towards the landscaping bill from his private contractor based on CSP’s terms and conditions to provide basic site restoration: filling in holes, mounding (to allow for settling), raking and seeding. He was forthright in his request for reimbursement of only the items associated with our contracted service as well as providing information pertaining to the claim and our network contractor. I have provided Mr. [redacted] with my contact information to contact me personally for any further questions or concerns.

Very truly yours,

John K[redacted]

Customer Care Manager

Review: For months we have been receiving unsolicited advertising from Service Line Warranties, warning us that we are responsible for the repair of the sewer line on our property. The advertisement encourages us to purchase a policy from Service Line Warranties to protect us in case of sewer line damage. We have ignored the unsolicited mailings. Today, we received yet another mailing. Our insurance carrier advised us to ignore the possible scam. The mailing starts out with "The City of San Diego ..." next to an official-looking seal. It is not from a government agency. It looks intentionally misleading. We have tried to get removed from the mailing list, unsuccessfully.Desired Settlement: please stop mailing this nonsense to our home

Business

Response:

Service Line Warranties of America (“SLWA”) received your correspondence regarding the complaint referenced above. The complaint references Mr. [redacted]’s frustration with SLWA mailing multiple campaign letters for different product offerings. For a monthly fee, SLWA provides repair or replacement services for external sewer and water lines for consumers enrolled in our Warranty Programs, provided the nature of the problem is covered under the corresponding Terms & Conditions.

In 2013, SLWA and the City of San Diego, CA partnered to provide San Diego homeowners the option to enroll in the External Water and Sewer Line Warranty Programs, as San Diego homeowners are responsible for the maintenance and repair of the buried outside service lines that run between their home and the utility connection. Campaign letters offering the opportunity to enroll in SLWA’s External Sewer and External Water Line Warranties are mailed twice a year, each offering an individual product, to homeowners not currently enrolled in the campaign product. SLWA purchases a mail list from a third party vendor, in accordance with all applicable Federal, State and local regulations. Mr. [redacted]’s contact information was contained in this list.

SLWA received Mr. [redacted]’s signed business reply card (BRC) October 21, 2013, and processed an enrollment in an External Water Line Warranty, with an effective date of October 21, 2013. SLWA mails annual reminder statements as a courtesy to our customers. Mr. [redacted]’s received his on or around September 19, 2014, this may have contributed to Mr. [redacted]’s frustration over receiving multiple SLWA solicitations. To avoid any further confusion, Mr. [redacted]’s account is now marked “Do Not Solicit, “preventing any further mailings.

I apologize for the inconvenience that this may have caused to you. SLWA’s Vision, Mission and Values embrace respect, honesty, trustworthiness and a commitment to ethical behavior. We believe this complaint is the result of unfortunate misunderstanding, and remain available to Mr. [redacted]s should he wish further conversation. Please do not hesitate to contact me at ###-###-####.

Very truly yours,

Manager, Customer Service

Service Line Warranties of America

###-###-####

Consumer

Response:

Review: I received a solicitation letter from SLWA yesterday which appears to be coming under the auspices of the City of [redacted], and that association is confirmed on the city website at http://[redacted]. The problem/issue is that I already have an External Sewer Line Warranty with SLWA; enrolled 12/18/2013, renewed last year, expect another renewal notice in another month or so …. But when I called the phone number in the letter, and gave them the “Contact ID” in the letter I was told that there was no existing contract under my name and address! They would have gladly sold me a duplicate policy. Neither the person at that phone number (###-###-####), nor an individual at the phone number listed on my SLWA statement (###-###-####), could explain why I as an existing customer was being re-solicited for the same service/product, or why my name and address were listed as not having an existing account.

I did receive verbal confirmation that my existing account was in force, and I fortunately have my SLWA statement and bank statements regarding payment to SLWA. But I am disturbed by what is either incompetence or unethical behavior, depending on how charitable a spin I put on this experience, and I want to go on record regarding my complaint.Desired Settlement: I want someone higher up than the poor phone answerers to explain whether this was an error or an unethical attempt at double billing, and to clean up their solicitations to avoid this type of issue in the future.

Business

Response:

October 5, 2015

Complaint ID: [redacted]

Customer Information: [redacted]

Dear Ms. [redacted],

Service Line Warranties of America (SLWA) regrets any frustration or concern caused to Mr. [redacted] regarding our correspondence offering external utility line warranties and his existing account.

Mr. [redacted] received a letter offering our external utility line warranties with other residents of [redacted]. Due to his account enrollment method (Mr. [redacted] enrolled online), the original account that was systematically generated remained in our system as a prospect account, which prompted him to receive a letter in the latest mailing for our fall campaign.

When Mr. [redacted] called the toll-free number on the letter, ###-###-####, he reached our enrollment call center. He informed us that the representative that he spoke to was unable to retrieve his account in the SLWA database after the verification information was provided. This issue will be appropriately addressed with the agent and management at the enrollment call center. Mr. [redacted] then contacted our SLWA Customer Care Department. He was informed by the agent that he does currently have an account and that the prospect account in question would be deactivated. This is based on review of the recorded call and account notes.

Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. I spoke to Mr. [redacted] on Monday, September 28, 2015, and again on Tuesday, September 29, 2015, to obtain and also to provide information on the cause and resolution to his issue. I have advised him that I have personally adjusted the prospect account to Do Not Solicit and that his active account will be billed normally for his external sewer line warranty. Mr. [redacted] was offered my office number to speak to me directly for any further questions or concerns.

Very truly yours,

John K[redacted]

Customer Care Manager

Review: I received a letter in the mail on September 21, 2015 from who appeared to the Borough of [redacted]. The envelope and the letterhead say "Borough of [redacted]," and the letter inside is signed by [redacted] Mayor [redacted]. The envelope and letterhead bear the official seal of [redacted] Borough and this appeard at all appearances to be official [redacted] Borough business.

However, after very careful reading the contents of the letter, it appears the letter is a solicitation for services from Service Lines Warranties of America. This is very misleading to residents and my household.Desired Settlement: The solicitation should not bear the seal of [redacted] Borough. Second, the solicitation should not resemble the letterhead of [redacted] Borough. Third, the contents of the letter should "clearly and transparently" show this is a private solicitation and not official business by [redacted] Borough. I wish their advertising/solicitation to be "Very Evident and Transparent" and not misleading as to be confused with an official notification from [redacted] Borough.

Business

Response:

October 5, 2015

Revdex.com

Serving Western Pennsylvania

Complaint ID: [redacted]

Customer Information: [redacted]

Daytime Phone: [redacted]

E-mail: [redacted]

Dear [redacted],

Service Line Warranties of America regrets any frustration or concern caused to [redacted] regarding our correspondence offering our external service line warranties.

Utility Service Partners Private Label, Inc., d/b/a Service Line Warranties of America (SLWA), has entered into a Marketing License Agreement (Agreement) with the Borough of [redacted], Pennsylvania. The Agreement specifically authorizes the use of the Borough’s name and logo by SLWA. Prior to being mailed to Borough residents, the marketing letter was reviewed and approved by the Borough, in accordance with the terms of the Agreement. A mailing list for our warranty services was then provided to SLWA by a marketing contact management company that was contingent upon the approval of the Marketing License Agreement.

We have set [redacted] information in our system to DO NOT SOLICIT (phone, email, and direct mail), which will discontinue any further offers, correspondence, and communications from Service Line Warranties of America.

Very truly yours,

John K[redacted]

Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I made my annual payment to them on June 6, 2015 and sent an authorization for automatic payments to be charged to my credit card each year on the anniversary date STARTING NEXT YEAR, 2016. Well, on June 26, 2015 they charged me again, another $128.00. So I called them to ask WHY I was charged a second time for this year and their response was " that charge is for 2016" I did not authorize payment for an extra year. 2016 payment was to be paid when due IN 2016. I explained that I wanted a refund for that extra payment and their response , the first time that I called, was OK, we will refund to your credit card. It could take a few days. 3 weeks later with NO refund to my credit card, I called again and again I was told that I should see a refund to my card in a few days. 1 week went by and still no refund!!! SO, I called again and this time I spoke with a woman who told me that it would take their accounting dept anywhere from 4-6 weeks to issue a refund. Well, needless to say, I was furious. I told her that it didn't take 4-6 weeks for them to charge my card and now I'm out $128.00 until they decide to give it back to me. I am retired and every dollar counts to me and can't afford to have them holding my money until they decide to give it back to me. I have other bills to pay and they are causing me a hardship.Desired Settlement: credit to my credit card within one week, not 4-6 weeks. It has actually been over 4 weeks now and still no refund. I think that they are just holding my money hoping that I will forget and they will not ever refund it. If I do not get any refund within 1week, I will be contacting my credit card company and dispute the charge with them. If this is the way their accounting dept works, I wonder how their service dept works.

Business

Response:

August 11, 2015Claim ID: [redacted] Dear Ms. [redacted]

Service Line Warranties of America sincerely apologies for any inconvenience or frustration caused to Ms. [redacted] in regards to her billing/refund issue.

Ms. [redacted] enrolled online Sunday May 31, 2015 for external water and sewer line warranty coverage to be billed at an annual cost of $128.00. She selected the automatic credit card draft option. On Thursday June 25, 2015 Ms. [redacted] contacted SLWA to advise that her credit card was billed twice, once on Sunday May 31, 2015 for the initial payment and again on Wednesday June 24, 2015. A billing error occurred in which her credit card was actually charged for a monthly draft as opposed to the annual draft (Wednesday June 24, 2015). As a result of the billing issue a system repair ticket was submitted to correct the error. The refund request in the amount of $128.00 was also submitted the same day for the second credit card draft.

Ms. [redacted] contacted SLWA on Friday July 17, 2015 and again on Thursday July 24, 2015 to inquire on the status of her refund which she had not received at that point. Due to a backlog on the processing of refunds, the actual receipt dates of checks for our customers were delayed considerably. On Tuesday August 4, 2015 SLWA received her Revdex.com complaint. I have contacted Ms. [redacted] the same day to advise her that I am personally reviewing her issue: she has informed me that she would prefer to have her refund applied to her credit card rather than receiving a paper check which I have offered to process and overnight to her the same day. I then forwarded a confirmation email to the address listed on the complaint ([redacted]) with direction to reply or call me with any further questions or concerns pertaining to her issue or account.

Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. I have called Ms. [redacted] at ###-###-#### as a follow up to confirm the refund being applied to her credit card. I left a message on her voicemail to reply to my email or contact me on my office number, ###-###-####, as well as sending a second email with this information. On Saturday August 8, 2015 Ms. [redacted] notified me by email that the credit amount of $128.00 was applied to her credit card.

Very truly yours,

John [redacted] Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. I am not happy with the time it took to refund my money. That was the BIG ISSUE to begin with. It did not take them 4-6 weeks to charge my account. Why should it take that long to give me my money back. I've heard their excuse and to me it's a POOR ONE AT BEST. Stating that their accounting dept is "backed up" with "refund requests", tells me that I am not the only person that they are doing this to. Holding MY money and who knows how many other peoples money for 4-6 weeks, means that they are basically "stealing our money and using it for their use before they decide to return it to us. Yes, I did get a refund on August 6, when the charge to my credit card was on June 26, yes just about the FULL 6 weeks of the 4-6 week period. Satisified, BUT NOT HAPPY!!!!

Regards,

Review: Sewage backed up into my basement 6/26/2013 covering the entire basement in 4-5 inches of sewage and water. I filed homeowners claim for damages which covered sanitation and removal of sewage ruined property. [redacted] (###-###-#### [redacted] Sewer Line Guarantee Service Provider) approved[redacted] Plumbing to camera the sewer line. Camera verified numerous breaks and separations in the sewer line. This analysis was provided by camera technician to [redacted] Sewer Line Guarantee Service Provider.Called Columbia Service Provider for repair of sewer line under the Sewer Line Guarantee. Despite this information, coverage has been denied. I informed them drain water is abnormally high. Claim number [redacted]2.Desired Settlement: Repair of all breaks and separations in the sewer line on my property.

Business

Response:

Thank you for the opportunity to respond to the complaint from Ms. [redacted].

Ms. [redacted] states she received less than perfect service, and her claim was denied by Service Line Warranties of America (SLWA).

Upon investigation, on June 27, 2013, Ms. [redacted] called SLWA due to a sewer line backup in her basement from heavy rains. The agent explained to Ms. [redacted] that the water in her basement would need to subside before we could contract a plumber. June 28, 2013, an agent filed a claim with a contractor to review the sewer line back up. The contractor confirmed customer had 4-5” of sewage in the basement, as well as stating the city line is clogged and she needed to contact them for service to clear the line. The customer was instructed to call SLWA if the line does not improve and the contractor would then camera the line to further research the problem.

On July 1, 2013, Ms. [redacted] called SLWA to report the line was not free and flowing. Contractor was dispatched to return, investigate and to camera line. July 2, 2013, Ms. [redacted] called SLWA to report her line was not free and flowing, and she did not receive a call from a contractor. The SLWA agent placed a call into contractor to obtain the camera report. July 3, 2013, contractor advised line was clear, but needed a spot repair and root clearing. July 5, 2013, contractor missed the scheduled service call for clearing.

July 8, 2013, an agent received a call from Ms. [redacted] regarding her claim. The agent escalated to the supervisor by email. The supervisor failed to respond properly to this escalated agent’s request to contact Ms. [redacted] and her claim. July 10, 2013, management reviewed claim and Ms. [redacted]’s complaint.

July 10, 2013, a decision was made by SLWA to reassign a new contractor for a second opinion. Contractor was able to service Ms. B[redacted]’s sewer line. The line is free and flowing. The contractor found Ms. [redacted] very pleased with the service she received when leaving the property.

A re-training of agents and supervisors on claim processing and customer escalations took place on July 23, 2013 to avoid unsatisfactory service to our customers.

I believe all questions have been addressed. If there are any additional questions, please do not hesitate to contact me if I can assist any further.

Regards,

Manager, Customer Service

Was interested in taking out SLWA warranty, but wanted to do my homework first. I called and ask which plumbing companies they used and was told they could not give out that information. How can I make a good judgement call as to taking out this warranty without being able to find out if SLWA has a good working relation with these plumbing companies. I don't know what SLWA is hiding but suspect it to be a scam. I call our utility company and they were puzzled as to why SLWA would not give out this info. SLWA, you lost another potential customer.

I have Service Line Warranties which uses various contractors to fulfill warranty services throughout the country when a customer like myself has a problem. I read a "few" negative reviews but I must say Service Line Warranty has exceeded my expectations and is probably the only legitimate company that I'm aware of that services sewer lines. The contractor they used to service my backed up sewer line was fixed in a very timely, prompt and professional manner. The plumber had 30 years experience and brought all the right equipment to the job. We had no further problems (we did not have to call them back). Because of our positive experience I can without reservation recommend Service Line Warranties of America.

Review: Misleading information on cover page, without emergency number listed.

My complaint is more of a safeguard for the consumer when you looking for quick access to emergency number while trying to process a claim.I had a problem with my sewer line so I grab the first document from this company in my file cabinet. The document list a customer service number but in parentheses has the following info. (MON-FRI 9am - 6pm eastern time). My confusion came on a Sunday Morning when I looked at this document and realize I was outside the operating hours. So I called a local plumber to clear my sewer line and was going to file the claim the next day on Monday morning with SLW. The customer service team stated I should have called the number listed. I made them aware that the number listed have monday thru friday on it. They told me I should have call it anyway because someone is always there. I said I would have but I went off the letter head. Long story short they refuse to pay for coverage that I bought because I used an outside contractor instead of one of theirs. So I asked which contractors they use in my area and they told me they can not give out the contractor information. I felt like what harm it would do for them to give me this information, it felt more like a stall tactic. So then I asked can they send someone out now to check my sewer line because roots was found in the line, they told me because the outside contractor cleared my line they can not do anything until it plug up again. No matter what problem I threw at them they avoid having to pay anything. I would like to be reimburse for the money I sent on Sunday Morning.Desired Settlement: I would like to be reimburse for the Money I spent on Sunday morning for the clearing of my sewer line.

Business

Response:

February 2, 2016

Dear Ms. [redacted],

Service Line Warranties of America (SLWA) regrets any inconvenience or concern caused to Mr. [redacted] in regards to his recent external sewer line warranty claim.

On Sunday January 17, 2016, Mr. [redacted] experienced a sewer backup in his home and based on the hours listed for SLWA’s customer service line, he thought that he could only call for service Monday through Friday, 9AM-6PM ET. In fact, SLWA’s repair hotline is available to callers 24 hours a day, 7 days a week, 365 days a year.

On Monday January 18, 2016, Mr. [redacted] called SLWA to find out how to be reimbursed for the work performed by a private contractor. He was advised that the terms and conditions of his warranty agreement required him to contact SLWA first so that SLWA could dispatch a network contractor. Given the circumstances however, Mr. [redacted] was then instructed to forward his invoice to SLWA so that it could be reviewed for reimbursement. An email was received from him and the request for reimbursement was entered on Friday January 22, 2016. SLWA did not clearly communicate with Mr. [redacted] regarding his eligibility for reimbursement, prompting the complaint.

Following the receipt of this complaint, Mr. [redacted] was contacted by SLWA on Wednesday January 27, 2016, and informed that SLWA had approved his reimbursement for $474.00 (the total amount paid by Mr. [redacted] to his private contractor) and would be coordinating with him regarding some required documentation. SLWA is in the process of issuing the check at this time.

Service Line Warranties of America’s mission is to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We provide claims assistance 24 hours a day, 7 days a week, 365 days a year (including holidays) by calling the SLWA toll free number, ###-###-####. It is our commitment to Mr. [redacted] and all of our SLWA customers to provide the best, most efficient service in our industry.

Very truly yours,

John K[redacted]Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: They make it look like official business from the City of [redacted], which is misleading until you read everything. They also are sending these notices to people who are not property owners. This is not my home; I'm not responsible for repairs. How did they get my name? This is not the first time, either. I complained to them about this issue in the past and they still send these official-looking notices. I want them to stop RIGHT NOW.Desired Settlement: I want them to stop using the City of [redacted] name and logo on their envelopes and their letterhead, and I want them to stop sending these notices to people like me who are not property owners and thus not subject to their warranty program, and I want no further contact with them.

Business

Response:

September 4, 2015Complaint ID: [redacted]Complaint Involves:Advertising Issues Customer’s Statement of the Problem:They make it look like official business from the City of [redacted], which is misleading until you read everything. They also are sending these notices to people who are not property owners. This is not my home; I'm not responsible for repairs. How did they get my name? This is not the first time, either. I complained to them about this issue in the past and they still send these official-looking notices. I want them to stop RIGHT NOW.Dear Ms. [redacted] Service Line Warranties of America regrets any concern or frustration caused to Ms. [redacted] in reference to marketing material that she has received from our company. Utility Service Partners Private Label, Inc., d/b/a Service Line Warranties of America, Inc. (SLWA), has entered into a Marketing License Agreement (Agreement) with the City of [redacted]. The Agreement specifically authorizes the use of the City’s name and logo by SLWA. The Agreement was approved by the [redacted] City Council on March 28, 2012 and signed by the City. Prior to its mailing to City residents, the marketing letter was reviewed and approved by the City, in accordance with the terms of the Agreement. A mailing list is obtained through a marketing contact management company that is used upon the approval of the Marketing License Agreement.Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We have adjusted Ms. [redacted] prospect account in our system to Do Not Solicit which will discontinue any further correspondence from SLWA by direct mail, phone, and email.Very truly yours, John K[redacted]Customer Care Manager

Review: MISLEADING WATER AND SEWER WARRANTY PROGRAM BY [redacted] WHO USED OUR CURRENT UTILITY ACCOUNT NUMBER TO CONTACT US. NEVER SIGN ANY CONTRACT FOR ENROLLMENT IN WARRANTY PLAN. OPT OUT! SENT CURRENT WARRANTY PLAN MONTHLY PAYMENT TO THEM IN ERROR. NEED REFUNDED.I HAD MADE NUMEROUS CALLS TO RESOLVE ISSUE OF FUNDS SENT TO WRONG ADDRESS IN ERROR. [redacted] CAN NOT BE REACHED. MY WARRANTY PLAN IS WITH [redacted] PROTECTION ([redacted]) OF [redacted]. NEED HELP CONTACTING [redacted], INC. TO GET FUNDS RETURNED.Desired Settlement: [redacted] REFUND FUNDS SENT IN ERROR. DO NOT HAVE AN ACCOUNT WITH THE COMPANY. THEY DO NOT ANSWER MY PHONE CALLS TO RESOLVE ISSUE.

Business

Response:

August 3, 2015Complaint ID: [redacted]Customer Information: [redacted] sincerely apologies for any inconvenience or frustration that may have been caused to Mr. [redacted] as a result of the billing and payment towards the account in our system. On Friday July 17, 2015 Mrs. [redacted] called into the [redacted] contact center to advise us that her payments of $42.00 for external water line warranty on April 23, 2015 as well as $58.04 on April 23, 2015 and $50.02 on June 30, 2015, both for external sewer line warranty, totaling $150.06 were intended for [redacted], a warranty service company also affiliated with [redacted] Gas. She informed us that she will contact us on Monday July 20, 2015 to confirm this information. As stated Mrs. [redacted] contacted [redacted] on July 20th to cancel her current external water and sewer line warranty service with [redacted] as well as requesting a refund of her payments totaling $150.06. On Wednesday July 29, 2015 I spoke directly to Mrs. [redacted] in regards to her requests. She was notified that the account has been cancelled as well as being set to Do Not Solicit. Mrs. [redacted] was initially issued a refund check for $86.93 ($92.93 – $6.00 processing fee) on July 23, 2015 which was mailed on July 27, 2015 (the combined totals of the April 23, 2015 external water line bill and the June 30, 2015 external sewer line bill). She informed me that she is also requesting reimbursement of the April 23, 2015 external sewer line bill which I have approved. The difference of $63.13 was submitted to our Accounting department for immediate reimbursement. [redacted] is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. In our discussion on Wednesday July 29, 2015 Mrs. [redacted] informed me that she was not aware that she was providing payment to [redacted] for external water and sewer line warranty service. I have assured her that I will provide her payment information via email to include payment date, amount, and check number. I have advised Mrs. [redacted] that I am her point of contact for [redacted] and not to hesitate to contact me with any further questions or concerns. Very truly yours, John K[redacted]Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I received a letter that appeared to be from the City of [redacted], where I live, for a service (insurance of the city waterline attached to my residence) authorized and sponsored by the Mayor of my city. I believe this to be a gross misrepresentation in that the letter is neither from the City of [redacted] nor is the letter's content authorized or sponsored by the mayor.

Business

Response:

October 30, 2015

Complaint ID: [redacted]

Dear Ms. [redacted]

Service Line Warranties of America regrets any frustration or concern caused to Ms. [redacted] regarding our correspondence offering our external sewer line warranty.

Utility Service Partners Private Label, Inc., d/b/a Service Line Warranties of America, Inc. (SLWA), has entered into a Marketing License Agreement (Agreement) with the city of [redacted], UT. The Agreement specifically authorizes the use of the city’s name and logo by SLWA. Prior to its mailing to city residents, the marketing letter was reviewed and approved by the city, in accordance with the terms of the Agreement. A mailing list for our warranty services was then provided to SLWA by a marketing contact management company that was contingent upon the approval of the Marketing License Agreement.

Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We have set her prospect account information in our system to DO NOT SOLICIT (phone, email, and direct mail), which will discontinue any further offers, correspondence, and communications from Service Line Warranties of America.

Very truly yours,

John K[redacted]Customer Care Manager

Review: I believe that this company is engaging in intentionally deceptive advertising in [redacted] and may be doing so elsewhere. Here it uses the City of [redacted] logo on its direct mail envelope and encloses a communication signed " Sincnerely The City of [redacted]" to, I believe, create a false impression of city sponsorship, endorsement or involvement that I believe to be untrue.

This, in my mind, raises ethical questions sufficient to concern anyone considering doing business with this company.Desired Settlement: Cease this practice and clarify who and what they are to anybody who has pruchased a service onntract in response to the misleading mailing.

Business

Response:

June 11, 2015 [redacted] Complaint ID: [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] Dear Ms. [redacted], Service Line Warranties of America sincerely apologizes for any confusion or misperceptions that may have resulted from recent communications from the City of [redacted], ** to Mr. [redacted]. The Marketing License Agreement was approved by the [redacted] City Council on April 22, 2015 and signed by the City: Utility Service Partners Private Label, Inc., d/b/a Service Line Warranties of America, Inc. (SLWA), has entered into a Marketing License Agreement (Agreement) with the City of [redacted]. The Agreement specifically authorizes the use of the City’s name and logo by SLWA. The Agreement was approved by the [redacted] City Council on April 22, 2015 and signed by the City. Prior to its mailing to City residents, the marketing letter was reviewed and approved by the City, in accordance with the terms of the Agreement. Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. Very truly yours, [redacted] Customer Care Manager

Review: My agreement with Service Line Warrenties of America was to fix the external sewer line that leads to the main sewer line. I pay a monthly maintenance fee to maintain the line. In March 2015 I had a leakage in the bathroom from the toilet seals. I called the service line warranty company and they sent a contracted plummer out. They ran the water in the faucets and flushed the toilet and no leaks appeared. They did't run a camera down the line to see if it was clogged. Instead they suggested I change the tolet seals. I had them changed and it still leaked. I called again and a contracted plummer was sent and still found no leak again. I explained to the plummer that the line backed up when I ran the washer. He did not not want to wait for me to run a load of laundry so he left my situation unresolved. After this I had another plummer come out and run the external sewer line with a camera and found the clog. He dug up and replaced the complete sewer line costing me $4,125.

Business

Response:

Service Line Warranties of America sincerely apologies for any inconvenience or frustration that may have been caused to Mr. [redacted] as a result of his contact with our company to file an external sewer line claim earlier this month.

On February 3, 2015, SLWA filed a sewer line warranty claim for Mr. [redacted] when he reported to us that he had water backing up into his laundry tub and toilet. Our contracted plumber, [redacted] Plumbing, was dispatched to the customer’s residence.

As per SLWA’s 48 hour follow up process, Mr. [redacted] was contacted on February 5, 2015. A voicemail message was left with instructions to contact us to advise of the status on the service provided by the contractor, if work was completed and if it was to his satisfaction.

February 6, 2015, [redacted] Plumbing was dispatched back to Mr. [redacted]’s residence as he informed us that his sewer line was still backing up and he requested it to be snaked again.

SLWA received confirmation from [redacted] Plumbing on February 12, 2015, that service had been provided to Mr. [redacted]. The next day, February 13, 2015, the customer contacted SLWA again to inform us that he still had a clogged sewer line. On Monday, February 16, 2015, SLWA followed up with [redacted] Plumbing in regards to the customer’s sewer line claim. [redacted] Plumbing advised us that the line had been camera-d, the sewer line was clear and flowing, and nothing further was to be done at that time.

Secondary contractor [redacted] Plumbing was then dispatched to the customer’s residence on February 26, 2015, as the initial contractor, [redacted] Plumbing, did not assure Mr. [redacted] that he was free of a sewer line clog. [redacted] Plumbing made the effort to camera the customer’s line; however, rain created a situation wherein the contractor could not safely work on Mr[redacted]’s roof. The contractor was to reschedule the service for the sewer line camera.

On March 19, 2015, Mr[redacted] was contacted by SLWA in response to his Revdex.com claim. He advised us that he enlisted the services of his own contractor, [redacted], to repair his sewer line in the amount of $4,125.00.

Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. It is with this in mind that a reimbursement in the amount of $4,125.00 will be made to Mr[redacted] for the repair completed by his own contractor. [redacted] Plumbing made three service calls to his residence without diagnosing the appropriate issue and [redacted] Plumbing and SLWA did not provide adequate follow up to Mr[redacted]. Based on these circumstances, the decision was made to accommodate him for our shortcomings in addressing his sewer line warranty claim.

SLWA, working in conjunction with our contractors, is diligently implementing updates and improvements for our claims, dispatch, and follow-up process to prevent these types of situations from occurring in the future as it is our mission to be the leading provider of solutions to our North American municipal and utility clients.

Very truly yours,

Customer Care Manager

Review: On 12/13/15, my sewer backed up and the basement was flooded. We called the the city to see if it is the main sewer owned by the city is the problem. WE called the city at 6 pm and they sent their truck within 45 minutes to check the main sewer. The city noted that the main sewer is okay and I need to call SLWA to fix the clogged lateral sewer line. WE have purchase the insurance since October 2015 for this type of reason, and since they were recommended by the Dept of Public Works. I called the number and was told to hang-up and someone would call me back. I waited for half an hour and nobody called. At 7:41 pm I called again and this time spoke with James, he assured me that he would call a local contractor to fix the problem and that this contractor will call me back. An hour had passed and no call. I called SLWA again at 8:42 pm and again spoke with James, he was surprised that no one had called me and said that he will call the local contractor again and to wait for their call. Another hour had passed no call. At 9:38 I called and spoke with Frank, this time I was told that SLWA has 24 hour turn around to fix and or send someone to fix the problem. Why did James told me this in the first place? So now our basement is under water and nothing is being done by this company to help their customers in this type of situation. This company is rated A+ under Revdex.com for what reason and why can they fix the problem quickly as they have advertised. Their "agents" were not helpful at all and do not understand nor have the ability to think outside the box- "allow homeowners to call local contractors to fix the immediate problem and then send the bill to SLWA for reimbursement," for example. SLWA needs to give homeowners the leverage to fix the critical problem by other means at SLWA's expense if they are not able to provide the needed service ASAP. This is what insurance ought to be. Thank you.Desired Settlement: Send local contractors ASAP, or at least let the homeowners the turn-around time. Poor customer service is unacceptable.

Business

Response:

December 21, 2015

Service Line Warranties of America regrets any inconvenience or frustration caused to Mr. [redacted] regarding the external sewer line warranty claim filed on Sunday December 13, 2015.

On Sunday December 13, 2015 Mr. [redacted] contacted SLWA to file an external sewer line warranty claim. He opted for the callback option as our agent was handling a call at the time and was unable to answer. Mr. [redacted] called back approximately 30 minutes later, our agent answered the call. It was communicated to our agent that the basement of the home was flooded and that he was unable to use the toilets or the sink. Mr. [redacted] was advised that the contractor will be made aware of this and that they will be in touch shortly. Mr. [redacted] called back approximately one hour later to inform our agent that he has not been contacted by our network contractor. He was informed that we will call the contractor again to contact Mr. [redacted] to schedule a service call. After approximately one hour Mr. [redacted] called to advise that the contractor has not called and was told that he would be contacted to set up a service call within 24 hours.

On Monday December 14, 2015 our network contractor called Mr. [redacted] to schedule the service call at his convenience. On Tuesday December 15, 2015 the contractor arrived at the residence to clear roots from Mr. [redacted]’s sewer line which successfully opened the line to a flowing status as per the terms and conditions of the external sewer line warranty agreement.

Service Line Warranties of America’s mission is to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We are working diligently to ensure that all processes are being properly utilized to create a positive customer experience and to avoid potential communication issues for our valued customers. I have spoken to Mr. [redacted] on Monday December 21, 2015. He has informed me that all work performed by our network contractor has been completed to his satisfaction. On behalf of Service Line Warranties of America I have extended our sincerest apologies.

Very truly yours,

John K[redacted]

Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Complaint taken over phone by Revdex.com Staff - lj

Consumer is a senior. Consumer has been a customer for a number of years. He calls monthly to make his payments over the phone. He usually calls around the third of the month. Account # is [redacted]1565. He usually makes a payment for two months in advance. He has been unable to get in touch with the company for warranty service. He needs to make a payment. Also needs service. When he calls, he has been on hold for long periods of time. Now he is not able to leave a message. He has internal gas line warranty. Outside sewer and water line. Consumer needs the main sewer line cleaned out. Root problem. His last payment was for April $10.90.Desired Settlement: Honor the warranty. Clean the external main sewer line. Consumer would also like to be phoned.

Business

Response:

Complaint ID: [redacted] Customer Information: [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### Dear Ms. [redacted], Columbia Service Partners (CSP) extends our sincerest apologies for any inconvenience that may have been caused to Mr. [redacted] in reference to his attempt at obtaining billing information and making a payment for his warranty service. Mr. [redacted] calls on a monthly basis to the CSP contact center to make his payment by phone. Recently he was unsuccessful in accomplishing this as he was on hold in our phone queue for an extended period of time. Mr. [redacted] also commented that he was not offered the callback feature while on hold as he had been in the past. On Wednesday, May 6, 2015, I spoke to Mr. [redacted] concerning his recent experience. It was explained to him that we are diligently working towards the appropriate updates for our phone systems, coverage, and staffing to help address our higher than normal call volumes that we have been experiencing. In addition, CSP are currently reviewing our phone system callback feature, which is currently not performing to our standards. We hope to have this feature available to our callers soon. Columbia Service Partners is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. With this, we contacted Mr. [redacted] on Tuesday, May 5, 2015, to add his monthly warranty payment to his [redacted] Gas bill as well as take his current payment. This will be a much more convenient method of payment for him and will consolidate two payments into one. I have also reviewed Mr. [redacted]’s external sewer line warranty as he mentioned in his Revdex.com complaint that there may be sewer line issues. He advised that currently his sewer lines are open and flowing; however, they are draining slowly. With this I have reinforced our claims process and I have provided him with my contact information to contact me in the future with any questions, concerns, or assistance that he may require. Very truly yours, [redacted] Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Our household property had coverage through Columbia Service Partners ( CSP )[redacted]for External Sewer Line Repair .We were not aware of this coverage and had the sewer repair done through [redacted]. The original call to a CSP Customer Service Representative resulted in a request for a letter showing the invoice for the repair done and a copy of the check from our personal account to pay for the services and our account number. The letter stated that we were not aware of the sewer line protection. The service rep told us we could send a letter stating that we could request a reimbursement even though it was not according to the terms of the agreement that we should have contacted them and used their contractors.We were also told that repairs were covered up to $4000.00 .We are asking for the reimbursement amount of $ 1900.00. They are willing to pay approximately 1/3 of that amount. The company that did the repair work is a very reputable company, and the repair was a difficult job under adverse conditions(bitter cold weather). We feel that their work was very professional and their fee was very fair. One national company [redacted] quoted us a fee of over $6000.00. We have paid for this service for 5 years and were not aware of the necessity of utilizing specific contractors. This service is billed in our monthly invoice for Columbia Gas. Calls to the [redacted] Water Dept did not provide any information about any possible coverage by way of our Gas bill, only that the location of the sewer problem was not their responsibility .e The sidewalk had to be removed to reach the full blockage and repair the tiles.The sidewalk also had to be replaced.Desired Settlement: A reimbursement of $ 1900.00 and a refund for the coverage paid monthly .after the sewer problem was resolved with replacement . $4.25 X 24 months for $ 102.00The payment for this is included in my monthly bill from Columbia Gas but they cannot refund the payment that are not needed since the sewer has been replaced. They said CSP must refund that fee.

Business

Response:

Columbia Service Partners (CSP) received correspondence in regards to a complaint filed by [redacted] Mr. [redacted] filed a complaint against CSP due to a reimbursement request for services provided to him by a non-participating contractor. In exchange for a monthly fee CSP will provide repair and replacement services for external sewer and water line warranties for those consumers that are enrolled in our warranty programs provided the repair and contractor are participating components of our terms and conditions. On August 25, 2014 Mrs. [redacted] called into our Customer Care center to inquire about the warranty service on her sewer line: she did not recall enrolling in the program and advised that she had work done on her sewer line on November 11, 2012 totaling $1900.00. Once it was established that the [redacted]’s were enrolled in the warranty program we then instructed her to provide CSP with documentation and invoice so that we may review for a potential reimbursement. CSP did receive the requested documentation from Mr. [redacted] including a letter, cancelled check, copy of invoice, and bill containing monthly warranty charge. On October 17, 2014 a reimbursement to the customer was approved in the amount of $569.71. As the customer enlisted the services of a contractor that did not participate in our warranty program CSP made the decision to accommodate the [redacted]’s with an amount that was based on an average for work done in the area. On December 2, 2014 Mr. [redacted] sent another letter to CSP to advise that the reimbursement amount was not to his satisfaction given the amount of labor, time, andmaterials that were used as well as a $4000.00 limit of liability that is stated in our terms and conditions. He asked us to reconsider the amount of the reimbursement. On December 4, 2014 Mrs. [redacted] was contacted by [redacted] CSP Assistant VP Contractor Management and myself [redacted] CSP Customer Care Manager. A conference call was made during this time between the plumber that performed the labor in 2012, Mrs. [redacted], and [redacted]. The purpose of this conference call was to inquire if the contractor, [redacted] of [redacted] took video of the sewer line to verify the work/repairs that needed to be completed. The contractor did not have the video, if there were we would then validate the request to reimburse the full amount, $1900.00. It was communicated to Mrs. [redacted] during the conversation that it is our mission to ensure that we fulfill the needs of customers while coming together to reach an amicable agreement. The fact that the work was completed and paid for outside of the warranty agreement was made apparent to the customer as well as not being able to obtain video of the sewer line. Based on these factors a final reimbursement amount of $1500.00 was negotiatedwith the customer. Mrs. [redacted] was very pleased with our willingness to listen to their situation and to make an accommodation in the best interest of the customer. She informed us that she will contact the Revdex.com toregister her satisfaction in regards to the outcome and also to maintain her warranty service with CSP. Columbia Service Partners is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. Very truly yours,[redacted]Customer Care Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I received a letter today from service line warranties of America in an official municipal looking envelope. It had a letter from the city manager trying to sell me sewer line insurance. It is not from the government, it's a shady way of selling insurance. How can a company that uses such low, shady practices have a A+ rating. It shows that the Revdex.com is money motivated and not a representation of the people.Desired Settlement: They should contact everyone they sent letters to and tell them that it was not the municipality or the city manager that sent the letter. They need to do this in every city that they sent letters to. Phoenix, Greenport... the list goes on. You need to down rate this company for this practice.

Business

Response:

I am writing in response to your complaint through the Revdex.com for Service Line Warranties of America’s (SLWA) recent mailing to the City of [redacted] and the use of the city logo and City Manager, [redacted], signature.

Service Line Warranties of America (SLWA) operates through a partnership with nearly 200 cities across the nation, including the City of [redacted]. Together, your city officials and SLWA work together to craft the educational marketing letters we mail to the cities. Your city leaders are offering this voluntary program to you as an option to protect your home from the high costs of water and sewer line repairs. The City announced the program to residents on May 30, 2014 on the city website, [redacted] and their Facebook page.

As an accredited Revdex.com company, we operate within Revdex.com guidelines for all business practices, including our communications. Our commitment to these standards is evidenced by Service Line Warranties of America’s selection as the 2013 Winner of the Western Pennsylvania Revdex.com Torch Award for Marketplace Ethics.

Thank you for sharing your comments with us. If you have any further questions or concerns, please feel free to reach out to me directly at[redacted]

Sincerely

Assistant Vice President, Marketing