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Tom Phillips Agency Reviews (226)

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

We are in receipt of the complaint filed by [redacted], and regret to learn of her dissatisfaction. According to our records, on June 21st, 2017 Mrs. [redacted] called us because her outdoor light was not working, and escalated the issue to the HomeServe Customer Advocacy team because we sent out...

a contractor before and, the issue reoccurred. The Customer Advocate scheduled a contractor called 1st Quality Electric to go out to her home, but the contractor could not reach Mrs. [redacted] to schedule the appointment. Mrs. [redacted] then contacted The Customer Advocate on July 3rd, 2017 to schedule an appointment to get her light fixed because she had not been home when the first contractor called. The Customer Advocate scheduled [redacted] to go out to Mrs. [redacted]’s home and they completed the repair on July 6th, 2017. On the same day, Mrs. [redacted] contacted the Customer Advocate and stated that the contractor broke her window when he opened it, and also caused a 2”x4” board across the top of the window to break as well. On July 11th, 2017, [redacted] confirmed to us that their technician did indeed open the window during the course of the repair, and that it broke while they were using it. [redacted] followed up and sent us photos of the damaged window. On July 12th, 2017, we requested photos from Mrs. [redacted] to review the details of her reported damages, which Mrs. [redacted] immediately furnished for us. We also reached out to [redacted] to get a cost estimate to repair the damages in question. By July 20th, 2017, we had yet to receive a cost estimate from [redacted]. Thus, our Customer Advocate offered Mrs. [redacted] the opportunity to get an estimate for the repairs from her own contractor. On August 3rd, 2017, we received an estimate from Mrs. [redacted] drawn up by a company called [redacted] totaling $1,740.00. The estimate was to remove the window entirely, seal up the area, and perform a repair to an old broken floor joist near the window. The Customer Advocate reviewed the estimate with our Regional Operation Management, and we resolved that the estimate’s repair work was out of scope with the reported damages to the window and, in fact, did not mention any repairs to the actual window. The Customer Advocate reached out to [redacted] for clarification on the scope of the proposed repairs. On August 29th, [redacted] contacted HomeServe and explained that the estimate was written up at Mrs. [redacted] direction, and that she expressly advised that she didn’t want the window replaced. They advised that Mrs. [redacted], instead, wanted the window removed from her basement entirely, and the area where the window currently resides to be sealed up completely. We continued to reach out to [redacted] for their own damage estimate, as well as Mrs. [redacted] to communicate our findings thus far. On September 18th, 2017, [redacted] offered $150.00 toward the repair of Mrs. [redacted]’s window and, on October 5th, 2017 we successfully contacted Mrs. [redacted] to let her know that we would only consider paying to replace the damaged window, but not to repair the damaged floor joist, or to remove the window and seal up the basement. Mrs. [redacted] agreed to not have the window removed, but still insisted that we pay for repairing the damaged floor joist advising that she believed it was damaged when [redacted] opened her basement window. The Customer Advocate called [redacted] to clarify what they found regarding the floor joist’s condition, and asked them if the floor joist was indeed damaged when [redacted] opened the window. [redacted] advised that the joist was actually a larger 2”x 8” board, not a 2”x4”, and that there was no way that opening the window damaged the floor joist. They advised that he floor joist’s damages were older than the reported date of loss, and reiterated that it was not damaged as a result of opening the window. Thus, we resolved to offer Mrs. [redacted] $450.00, to repair her Window, which was more than the equivalent costs to purchase and install a new window similar to the broken window in question. On October 10th, our Customer Advocate called Mrs. [redacted], leaving her a voicemail message with the complaint resolution offer. In response to this complaint, our Customer Advocate again reached out to Ms. [redacted], finally speaking with her on October 19th, 2017. He offered her the $450.00 as a payment directly to her to get a window installed, and Mrs. [redacted] accepted the offer. In fact, she accepted the offer, but said that she would take the money, and still seek out money via legal means. The Customer Advocate then sent Mrs. [redacted] a copy of a release letter, asking that Mrs. [redacted] sign, notarize, and return to HomeServe – at which point we will send her a check for $450.00 within five (5) business days. To date, we have not received a response from Mrs. [redacted] regarding the release. We invite Mrs. [redacted] to reach out to us if she has further questions regarding this matter, by calling our Customer Advocate at [redacted]. We thank you for the opportunity to respond.

This is not a complaint. I am following up a recent complaint that I added to Revdex.com a couple of months ago. My Id number is [redacted] I was not happy with the service we received but one day after filing this complaint I got a phone call from Chris H[redacted] who is a supervisor with service line warranties of American. He gave me his word work would get done in a certain amount of time and he exceeded my expectations. I just want to let you guys know how great of a person and how much better Chris made the situation. I really appreciate everything he did for me and my family and if I ever have any issues he will be the one I will call.

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction.  Service Line Warranties of America has been acquired by HomeServe USA in June 2016. According to our records, Mr. [redacted] Enrolled in Sewer Line Coverage, Contact ID [redacted], via...

telephone conversation on June 09, 2017.  On November 12, 2017, at approximately 2:18PM, Mr. [redacted] called Service Line Warranties of America (“SLWA”) to report a clogged drain.  We deployed the service to [redacted] Plumbing (“[redacted]”). [redacted] advised that they were able to come out to the home to attend to the issue on the morning of November 13, 2017. Mr. [redacted] called SLWA, advised that he wanted a contractor immediately, and that he would move forward on his own, and get his own plumber. On November 21, 2017, Mr. [redacted] called SLWA and advised that he hired [redacted] and requested that we reimburse him for his repair fees. Mr. [redacted] then requested that Service Line Warranties of America reimburse his out of pocket expense.  We denied his request for a courtesy reimbursement, advising him that only customers who have been active for six months or more are eligible for courtesy reimbursements. Furthermore, our records confirmed that we could have had a contractor at his home within 24 hours of his initial service request.   In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”), called Mr. [redacted] on November 28, 2017, and November 30, 2017, leaving him voicemails.  On December 1, 2017, a CAT member called and spoke to Mr. [redacted], who provided a service invoice for consideration of reimbursement.  CAT agreed to reimburse the full requested amount of $227.00 out-of-pocket expense. Mr. [redacted] accepted this resolution.    We ask Mr. [redacted] to please allow up to twenty business days to receive his reimbursement. Thank you for the opportunity to respond.

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction. For your background, Service Lien Warranties of America (“SLWA”) is now a part of the HomeServe Group of companies. According to our records, on 6/14/17 Mr. [redacted] advised SLWA that he was having...

an Exterior Sewer Line issue under his home. We deployed [redacted]., to his home. On 6/21/17, [redacted] Plumbing went to Mr. [redacted]’s home. An SLWA agent spoke with Matt from [redacted] Plumbing and was advised that Mr. [redacted] had a recent repair made before they was sent out to the home that was not done entirely up to code. Matt spoke with Mr. [redacted] and advised for him that the previous plumber needed to address the repair issue. [redacted] was unable to do any work at the property as he would be held liable and it would jeopardize the inspection of any work done on the covered line. On 6/22/2017, Mr. [redacted] requested for us to send a different contractor to his home. We sent [redacted] [redacted]. We informed Mr. [redacted] was informed that we assigned a new contractor. Mr. [redacted] contacted SLWA on 7/5/2017 and 7/10/2017, to advise that [redacted] had yet to follow up on the service call. Mr. [redacted] asked for the matter to be resolved within the next day.  On 7/10/2017, [redacted] went out to Mr. [redacted]’s home and found that the cause of the issue was a broken French drain, and not any portion of his covered exterior sewer line. The French drain is not covered under Mr. [redacted]’s external sewer line warranty (“Contract”). In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on 8/21/17. The CAT team member went over [redacted]’s findings with Mr. [redacted], advising that the broken French drain is not covered under his Contract, and there were no repairs needed to his exterior sewer line. Though it had no bearing to [redacted]’s findings, we apologize for any inconvenience Mr. [redacted] experienced by the uncustomary delay in getting a service provider out to his home. We trust this response provides Mr. [redacted] with clarity as to his Contract’s coverage benefits, and invite him to contact our Customer Advocacy Team if he wishes to discuss his customer experience further. Thank you for the opportunity to respond. Tell us why here...

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

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,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Once the correct individuals were in possession of the claim; the resolution was handled rapidly and professionally.
Regards,
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, although their recount of the events is false.  I was contacted once by the advocacy group at a bad time and asked they call me back - which they never did nor did they ever leave a voicemail. 
Regards,
[redacted]

September 8, 2016
 
Claim ID: [redacted]
Customer Information:
                                    [redacte... />
[redacted]
                                    [redacted]
                                    [redacted]
                                    Daytime Phone: ###-###-####
                                    Evening Phone:  ###-###-####
                                    E-mail: [redacted]
 
Dear Ms. [redacted]
 
Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr. [redacted] when he filed an External Sewer Line Warranty claim.
 
On March 4, 2016, a network contractor was dispatched to the [redacted] residence for a clogged sewer line. When the initial contractor could not open the line, a secondary work order was opened for a new plumber. The second contractor advised that the sewer line was broken at the tap and that he would contact the city to gather more information. On June 8, 2016, our records indicate that the [redacted]s advised SLWA that the second contractor assigned was delaying the job.
 
On June 20, 2016, Mrs. [redacted] contacted SLWA for an update on the status of the claim. We informed her that she would get a call. The same day Mrs. [redacted] was contacted, a new network contractor was dispatched. On June 24, 2016, a camera was run through the sewer line to capture footage which in turn was sent to SLWA on June 29, 2016. Based on the results, a cleanout needed to be installed in order to jet the line for a better view of the pipe. The cleanout installation cost was covered by SLWA.
 
On July 15, 2016, Mrs. [redacted] called to discuss the claim. A break was located on the city side of the line. Our network contractor was waiting for approval from SLWA to do the repair. On August 1, 2016, Mrs. [redacted] called to get an update on the service; however, the contractor was on vacation at this time.
 
On August 16, 2016, SLWA was contacted for an update and also informed that the sewer line was backing up again. The [redacted]s stated it was an ongoing issue and that they were unsure of the status of the permits and the work to be done under the street.
 
SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. Taking into consideration the multiple claims and the requirements of city permits and service, the experience for the [redacted]s was obviously less than satisfactory. After review of the claims and the Revdex.com letter, our Contractor Services Department identified a breakdown in oversight relating to jobs that are placed in a paused status, such as waiting for permits or input from the city. The issue has been surfaced and checks have been put in place to prevent this issue from occurring again.
 
Specific to the [redacted]s’ claim, our Contractor Services Department contacted Mrs. [redacted] to ensure that the work would be completed to their satisfaction. The work was scheduled for August 31, 2016, which was executed very smoothly. The street was cut and excavated and it was found that the external sewer line running under the road all the way to the city main had collapsed. The repair was made and inspected and I contacted the [redacted]s again to ensure their satisfaction with the progress. The property has since been completely cleaned up and seeded. The scheduling of the sidewalk repair will occur this week. During this time, our Contractor Services Department was in constant contact with the [redacted]s. They have advised that they are now satisfied customers. We here at SLWA are most pleased with the customer’s satisfaction but regret that it took so long to complete the customer’s repair.
 
Very truly yours,
 
John K[redacted]
Customer Care Manager

October 19, 2016
 
[redacted]
Revdex.com
400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: [redacted]
 
Claim ID: [redacted]
Customer...

Information:            [redacted]                 ...
                   [redacted]
                                        ... />                                                 [redacted]
                                                [redacted]
 
Dear Ms. [redacted]
 
I am writing in response to the complaint regarding Service Line Warranties of America’s (SLWA) recent mailing to the [redacted], and the use of the city logo and Mayor’s, [redacted]s, signature.
 
SLWA operates through a partnership with more than 300 cities across the nation, including the City of [redacted] as of June 21, 2016. Together, city officials and SLWA work together to craft educational marketing letters we mail to local residents. City leaders are offering this voluntary program to residents as an option to protect their homes from the high costs of water and sewer line repairs. The city announced the program to residents on the city website, http://www.[redacted]
 
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 SLWA’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 ###-###-#### or [redacted]
Sincerely,
 
Renee R[redacted]
Service Line Warranties of America

June 24, 2015 Complaint ID: [redacted]Customer Information: [redacted]
                                  [redacted]..... />
[redacted]                                  [r... Ms. [redacted],  Service Line Warranties of America (SLWA) sincerely apologizes for any inconvenience or frustration that may have been caused to Ms. [redacted] regarding her external sewer line warranty claim. We appreciate her patience and understanding with our efforts in providing resolution in light of the unusually complicated circumstances surrounding this particular claim. Please excuse the delayed response to the complaint; the intent was to include all pertinent information up to and including the completion of the job in order to ensure Ms. [redacted]’s  satisfaction.  On Wednesday, May 20, 2015, Ms. [redacted] called into SLWA to file an external sewer line warranty claim. The original contractor dispatched for the work, [redacted] submitted an estimate that included work that would involve digging under a large tree on Ms. [redacted]’s property. Contractor Services Manager [redacted], after conferring with [redacted], enlisted the services of contractor [redacted] for a second opinion due to the initial estimate differing from the scope of work necessary to resolve the claim.  [redacted] arrived at the residence of Ms. [redacted] on Wednesday, May 27, 2015, for the second opinion. The weather in [redacted], during this time was a significant factor in the additional time it took to make the second opinion; heavy rains backed up contractors on existing jobs and created a dangerous situation with severe ground saturation, preventing digging and excavation. This period also included the Memorial Day weekend. SLWA received an estimate for the job on Thursday, May 28, 2015. The cost of the work was more aligned with the scope of the work to be completed and significantly higher than the earlier estimate. [redacted] advised of their concern with the liability of the tree. The sewer line, which ran directly beneath the tree, would have to be accessed by digging at a depth of 9 feet. Based on this situation, the contractor advised that he would perform the work for Ms. [redacted] only after she would sign a Release of Liability form. [redacted]’s attorney was contacted to produce the Release of Liability form. SLWA contacted her the same day and advised her of the agreement: $4000.00 to be paid by SLWA to our contractor and she would be required to pay a $700.00 out-of-pocket expense. Ms. [redacted] agreed to sign the Release of Liability and to pay $700.00 towards the work that needed to be done, however, she did not want the tree to be cut down.  On Monday, June 1, 2015, [redacted] sent pictures of the tree to SLWA and again on Wednesday, June 3, 2015. After Ms. [redacted]’s Revdex.com complaint on the same day, Wednesday June 3, 2105, our Contractor Services group and Senior Management reconvened to implement an alternate plan of rerouting the external sewer line rather than jeopardizing the integrity of the tree and/or property. During the time period from Thursday, June 4, to Wednesday, June 10, 2015, SLWA worked in conjunction with [redacted] County Wastewater Authority Chief Inspector [redacted] and [redacted] to collaborate on the best course solution to Ms. [redacted]’s situation: reroute a new sewer line to a new tap at the main and seal the old tap internally at the main. An estimate for the job was priced not to exceed $10,000.00 and a 1-CALL was scheduled, as required by law to mark all underground lines in the area. Chief Inspector [redacted] met with [redacted] to collectively discuss the design of the new sewer, and calls were made to schedule a contractor bid for the reseal of the old tap. On Monday, June 15, 2015, AA Drain and Chief Inspector [redacted] set elevations, re-camerad line, and mapped out the route to the new tap to ensure the work to be completed meets all appropriate requirements and codes. Later that week, Thursday, June 18, 2015, Chief Inspector [redacted] approved the start of the job. [redacted] broke ground the same day and began work in order to complete the job in a timely manner, which was completed the next day, Friday, June 19, 2015. [redacted]’s service was then inspected by [redacted] County Wastewater Authority to ensure compliance to city and county requirements for the work performed.  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 SLWA has affected repairs at a cost that dramatically exceeded its contractual obligations, at no cost to Ms. [redacted], in an effort to satisfy the customer’s requests. In recognition of her wishes that the tree on her property remain intact, the adverse weather conditions and the time taken to establish the second opinion and estimate, obtain the appropriate permits and approvals, and performed the work required, we have offered Ms. [redacted] temporary lodging, which she declined in order to remain with her pets. I spoke to Ms. [redacted] on Monday, June 22, 2015, to confirm that the work has been completed to her satisfaction and offered my contact information. I have emailed her to contact me in order to schedule our contractor to return to her residence in order to cut down two clean out pipes in her yard once the ground has settled and informed her that the [redacted] County Wastewater Authority is scheduling a contractor to reseal the old tap.   Very truly yours,  [redacted]Customer Care Manager    [DP1]Singular names ending with s take ‘s to show possession [DP2]Verified on website [DP3]If the work is done and the claim is finished/issue resolved, this should just be “we offered”

We are in receipt of the complaint filed by Mrs. [redacted], and regret to learn of her dissatisfaction. According to our records, on August 21, 2017, Mrs. [redacted] called in to file a claim for reimbursement for her gas line repair that she paid for out of pocket for. Mrs....

[redacted] was advised that we would need a copy of her invoice from the repair she paid for in order for the reimbursement process to be started.On August 22, 2017, Mrs. [redacted] called in to check on the status of her reimbursement. Mrs. [redacted] was told that her invoice had not yet been received. On August 23, 2017, Service Line Warranties of America received a copy of the repair invoice from Mrs. [redacted]. On August 28, 2017, Mrs. [redacted] called in to check on the status of her reimbursement. Mrs. [redacted] was told that she would have to sign the release of liability (ROL) form and send it back to us.   All customers who request a reimbursement must fill out the (“ROL”) in order to start the reimbursement consideration. The ROL was received from Mrs. [redacted] and reimbursement was sent via FedEx on September 13, 2017. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reached out to Service Line Warranties of America on 9/11/2017 to follow up on the reimbursement. The CAT agent was told that the reimbursement was being processed and will be sent to the customer on 9/13/17. The CAT agent requested to have the reimbursement sent via FedEx standard overnight delivery.  On September 13, 2017, the CAT agent contacted Mrs. [redacted] and provided her with the FedEx tracking number for her reimbursement. If Mrs. [redacted] has any further questions regarding this matter, she may contact our CAT agent directly at [redacted]. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by Ms. [redacted] and are happy to report the matter has been resolved to her satisfaction. According to our records, Ms. [redacted] enrolled in Service Line Warranties of America’s In-Home Plumbing coverage on July 17, 2016.  HomeServe acquired Service...

Line warranties of America (“SLWA”) in 2016.  On January 18, 2018, Ms. [redacted] called HomeServe to report a breakdown with her interior plumbing and drainage system.   On January 18, 2018 HomeServe sent a plumber who denied the claim on site as a fixture issue, which is not covered by the terms and conditions of the contract.  Ms. [redacted] still heard water running, she called HomeServe on January 20, 2018.  HomeServe sent a second technician on January 24, 2018, who noted that there was a leak in the crawlspace, but the entrance was too small for him to inspect the plumbing and he left the premises.  Ms. [redacted] had a friend put a cap on it so she could use water elsewhere in the house.  Ms. [redacted] called HomeServe on January 26, 2018 and obtained permission to call her own plumber and submit the paid invoices for reimbursement.  Ms. [redacted] did so, but HomeServe only offered $1000.00 of the $1400.00 she spent out of pocket.    On February 8, 2018, Ms. [redacted] experienced another unrelated leak in her home.  Ms. [redacted] called HomeServe to set up a service call and was assured a plumber would call her within 2 hours.  When Ms. [redacted] did not receive a return call within the two hour time period SLWA promised, she called her own plumber.  Her previous repair took three days and she did not want to that long for a response.  On February 9, 2018 Ms. [redacted] called to submit a reimbursement for this repair, she was denied reimbursement.   In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms. [redacted] on February 23, 2018.  The CAT agent reached Ms. [redacted]’ voicemail and left her a message. On February 27, 2018 the CAT agent spoke to Ms. [redacted].  The CAT agent listened to Ms. [redacted]’ concerns and asked Ms. [redacted] to send copies of paid invoices related to the internal drainage breakdown for consideration of full reimbursement.  Upon receipt of the invoices, the CAT agent requested full reimbursement of the out of pocket expenses as requested by Ms. [redacted].  On March 7, 2018, HomeServe approved the reimbursement request.  On March 8, 2018, the CAT agent called, spoke to Ms. [redacted] to advise the approval of her reimbursement, we asked that she please allow up to 20 business days for delivery of the reimbursement. Ms. [redacted] accepted this resolution.    We trust this response satisfactorily resolves the matter at this time, and thank you for the opportunity to respond. Tell us why here...

if swloa sold  why wasnt I notified about it.  I have been paying monthly  to swloi.  why if they had been sold over a yr ago  I think its sister cmpanies pulling a scam.

December 12, 2016[redacted]Revdex.comServing Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220Phone: ###-###-#### | Fax: ###-###-####[redacted]Customer Information:     [redacted]...


                              [redacted]
                              [redacted]                               Daytime Phone: ###-###-####                               Evening Phone: ###-###-####                               E-mail: [redacted] Service Line Warranties of America regrets any inconvenience or concern caused to Ms. [redacted] regarding her External Sewer Line Warranty claim. On November 19, 2016, Ms. [redacted] called in to our Customer Care department to report sewage odor inside of her residence. Our agent proceeded to ask Ms. [redacted] a series of qualifying questions to determine if the issue was covered under the terms and conditions of the contract. Based on our call records, Ms. [redacted] advised of no backup of toilets or any type of sounds (gurgling) that would indicate an external sewer line issue. The agent then reviewed the coverage of the External Sewer Line Warranty and advised it did not include internal issues that may be present in the residence. Ms. [redacted] was advised to use a private plumber. If the private plumber could determine an external sewer line issue existed, Ms. [redacted] was told to contact Service Line Warranties of America so that we could dispatch a plumber from our network for an External Sewer Line claim. As she did not contact Service Line Warranties of America and paid her private plumber outside of our network for the repair, the service provided was not covered under the terms and conditions of the contract. 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 spoken to Ms. [redacted] today via telephone to request documentation of the repairs made by her private plumber to be sent to me directly. We will review the information to see if we can provide Ms. [redacted] with some accommodation per her request. Very truly yours,  John K[redacted]Customer Care Manager

January 30, 2017Service Line Warranties of America regrets any concern caused to Ms. [redacted] in regards to her External Sewer Line Warranty enrollment.Based on our records, a Service Line Warranty of America account was established in our billing system for Ms. [redacted] on October 11, 2016,...

upon receipt of a signed billing response card. As per Ms. [redacted]'s request, the account has been cancelled and updated to do not solicit (email, phone, and direct mail). Service Line Warranties of America will automatically cancel an account after 4 billing cycles of non-payment. This is an internal process at Service Line Warranties of America; no charges to Ms. [redacted] have or will be provided to any credit reporting agencies.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 apologize for any miscommunications or misunderstandings to Ms. [redacted].Very truly yours,John K[redacted]Customer Care Manager

We are in receipt of the complaint filed by Ms. [redacted] and are happy to report that the matter has been resolved to her satisfaction. On 2/20/2018, Ms. [redacted] reported a backup from the main sewer line into her home. Contractor [redacted] (“[redacted]”) was onsite that same day and...

attempted to clear the blocked sewer line. After being unable to clear the sewer line, the contractor determined the line needed repairs.  [redacted] determined the tree near the sewer line would need to be removed in order to move forward. On 3/6/2018, approval for a second opinion was authorized. On 3/9/2018, [redacted] was on site and they also determined the line was blocked and impassable. On 3/14/2015, [redacted] provided an estimate to move forward with a repair without having to remove the tree. The estimate was approved on 3/15/2018. In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Ms. [redacted] on 3/12/2018. Ms. [redacted] advised that her complaint had been resolved and she had no further concerns. We thank you for the opportunity to respond. If Ms. [redacted] has any further questions, she can contact us directly at [redacted].

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction. Service Line Warranties of America has been acquired by HomeServe USA in June 2016. According to our records, on August 30, 2017, Mr. [redacted] called Service Line Warranties of America (“SLWA”) and advised...

that his main sewer line backed up. SLWA deployed a plumbing contractor, [redacted] Plumbing (“[redacted]”) to assist Mr. [redacted] with the plumbing emergency. Later that day, Mr. [redacted] called back and advised that [redacted] hadn’t contacted him as yet. SLWA contacted [redacted] and they advised that they were unable to take on additional work at that time. SLWA advised Mr. [redacted] that his service call would be assigned to another contractor, who would contact him the next morning. On August 31, 2017, [redacted] (“[redacted]”) was deployed to assist with Mr. [redacted]’s plumbing issue. On September 1, 2017, Mr. [redacted] advised that [redacted] had yet to contact him to schedule an appointment.  SLWA contacted [redacted] and they clarified that they made several unsuccessful attempts to reach Mr. [redacted] scheduled Mr. [redacted]’s appointment for the next day. On September 2, 2017, [redacted] advised us that the sewer was damaged and needed to be repaired. [redacted] [redacted] scheduled the work to commence on September 5, 2017. [redacted] completed the work, advising SLWA that the service call was closed on September 6, 2017. In response to this complaint, which was filed before the repair was performed and completed, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on September 27, 2017. We confirmed with Mr. [redacted] that he was satisfied with the plumbing work.  Mr. [redacted] stated that he filed his complaint with the Revdex.com before the repair was. We provided Mr. [redacted] with a $25 gift for the inconvenience that was caused during the repair.  If Mr. [redacted] has further questions regarding this matter, he may contact our CAT agent directly at [redacted]. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

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Address: 190 S.W 4th Ave, Ontario, Oregon, United States, 97914

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