Tom Phillips Agency

We are in receipt of the complaint filed by Ms. [redacted], and regret to learn of her dissatisfaction. Upon receipt of this complaint our Customer Advocate reached out to Ms. [redacted] who advised the her Goodwill check had been returned by the bank which also led to a charge to her bank account....

Our Customer advocate advised we have a control in place to protect against unauthorized or fraudulent check transactions and we believe your check may have been inadvertently flagged and unpaid.  We will send you a new draft overnight, and reimburse all fees you may have incurred as a result. The check has been sent to Ms. [redacted]. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

November 14, 2016
 
Patricia [redacted]
Revdex.com
400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: ###-###-#### | Fax: ###-###-#### [redacted]
 
Claim ID: [redacted]
Customer Information:           ...

[redacted]
                                    [redacted]
                                    [redacted]
                                    Daytime Phone: ###-###-####
                                    E-mail: [redacted]
 
Dear Ms. [redacted]
 
Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to the [redacted] when they contacted our company for assistance with their sewage backup and then, later, with a reimbursement request.
 
The [redacted] enrolled in an External Sewer Line Warranty with SLWA on 10/2/2014. On 8/12/2016, the [redacted] reported an issue to our company and there is no dispute with the summary that the [redacted] provided regarding the events that occurred to ultimately resolve the backup they were experiencing.
 
Subsequent to the completion of the claim, there were some internal miscommunications which led to a delay in reimbursing the [redacted] for the expense they incurred when they hired their own contractor. The invoice in question was not received by the department which processes reimbursements. When the [redacted] called in multiple times, their inquiries were not handled appropriately primarily due to a lack of oversight for interdepartmental handoffs.
 
We have identified and resolved the gaps in interdepartmental communication. At this time, the information for the reimbursement was received and processed. The reimbursement package has been processed and a check is in transit via FedEx with a scheduled delivery for Monday, 11/14/2016, prior to 8PM. 
 
SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We sincerely apologize for the confusion and inconvenience caused to the [redacted] during this incident. We have taken steps to ensure these delays do not occur again for either the [redacted] or any of our other customers.
 
Very truly yours,
 
Renee R[redacted]
Service Line Warranties of America

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. 
Regards,
[redacted]

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

September 16, 2016
 
[redacted]
Revdex.com
400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: ###-###-#### | Fax: ###-###-#### [redacted]
 
Claim ID: [redacted]
Customer Information:           ...

[redacted]
                                        ...⇄ [redacted]
     
                                                [redacted]
                                        ...⇄ Daytime Phone: ###-###-####
                                        ...⇄ E-mail: [redacted]
 
Dear Ms. [redacted]
 
Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr. [redacted] when he cancelled his service line warranties with our company.
 
Mr. [redacted] enrolled in an External Water Line Warranty with SLWA on 3/10/2015. He later enrolled in an External Sewer Line warranty with SLWA on 7/21/2016. On that date (7/21/2016), he reported an issue to our company and we sent a network contractor out to investigate. The contractor informed us that the issue was not a covered item. Mr. [redacted] decided to cancel his warranties with us.
 
Mr. [redacted] should have received a refund of the full amount paid in on the External Sewer Line Warranty – $73.00 – and he did. The $73.00 that was charged to his credit card was refunded back to that same card on 8/11/2016. Unfortunately, issuing a refund for the remaining term of his External Water Line Warranty – which was paid up until 3/10/2017 – was missed.
 
We have initiated the refund process for the remaining balance on that warranty – $31.01 – which reflects the unused term of the warranty agreement based on an annual payment of $43.00. No additional fees have been withheld from the refund amount. A refund check for the $31.01 will be fedexed to Mr. [redacted]’s address of record by the end of the week.
 
We sincerely apologize for any confusion that we caused when we refunded only one warranty to Mr. [redacted] after the cancellation and for any misinformation provided to him because of the mix-up between the two warranties and their respective refunds.
 
SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. After confirming that the refund was ready to be issued, I contacted Mr. [redacted] directly at the phone number associated with this complaint and explained the situation and provided Mr. [redacted] my direct contact information in case there are any future issues.
 
Very truly yours,
 
Renee R[redacted]
AVP, Customer Care

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] came out on September 10th and cleared the line up to our trap. Plumber stated to Mr. [redacted] he could not traverse the trap.Mr. [redacted] was with [redacted] plumbing on site on November 5th.  [redacted]'s plumber came to the conclusion that the waterproofing had cut into the sewer line.  On 11/7 we paid [redacted] plumbing $69 to come out and assess the situation. They informed me that the waterproofing had not cut into the sewer line, and that the clean out [redacted] was looking at was for the sewer line right before the trap, not the waterproofing. Invoice attached.  On 11/8 we paid [redacted] plumbing $165 to snake the line through the trap. They hit clay past the trap. Invoice and pictures attached.On November 14th, Mrs. [redacted] called to state that removing my 95 year old porch off of my 95 year old house does not seem to be a good idea for the structural integrity of my home.  Mrs. [redacted] also wanted to know why other contractors are able to repair our sewer line without removing our porch, but yet the plumbers contracted through SLWA require the removal of our porch in order to do the work.  At this point, Mr. and Mrs. [redacted] had not yet committed to to using our own contractor.  We just wanted to know why SLWA's contractors were not able complete the same level of work as contractors unaffiliated with the insurance policy.   On November 21st, Mr. [redacted] called and stated that [redacted] plumbing would repair the line for $4200. They would dig the line with shovels under our porch. Proposal is attached. The response we received through the Revdex.com from HomeServe's Customer Advocacy Team stated "we are willing to allow Mrs. [redacted] to use her own contractor, and reimburse her the $4,195.00 that it would cost us to fix the sewer line."  But we have never been presented with the option for us to use our own contractor for reimbursement of $4,195.  We were offered to option to use our own contractor for a reimbursement of $1,950.00, but never $4,195.00-as stated in communications through the Revdex.com. Regards,
[redacted] [redacted]

We are in receipt of the complaint filed by Ms. [redacted], and regret to learn of her dissatisfaction.
According to our records, on 7/27/2017, Ms. [redacted] contacted Service Line Warranties of America (“SLWA”) to report a sewer backup, and requested a service call under her External Sewer Line...

coverage (the “Contract”). SLWA deployed [redacted] (“**”) and they confirmed the line was clear and flowing on 8/1/2017.
On 8/6/2017, Ms. [redacted] contacted SLWA to advise she was experiencing another backup, and requested another service call. AA was deployed to the property, and advised a backflow preventer would need to be installed to prevent the backup from occurring again. Ms. [redacted] requested to have AA run a camera through the sewer line, however AA advised a camera was not needed, as they had performed a camera inspection on the previous service call. AA stated Ms. [redacted] had been advised a back flow preventer needed to be installed to prevent backups when it rained. A member of SLWA’s Contractor Services department spoke with Ms. [redacted] and advised the repair would not be covered as a back flow preventer had not been installed.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with Ms. [redacted] on 8/24/2017. Ms. [redacted] advised she had work completed on her own, and agreed to provide the invoices to our CAT agent. After a full review of the invoices, our CAT agent contacted Ms. [redacted] on 8/29/2017, and 8/30/2017, but was unsuccessful. SLWA is providing Ms. [redacted] a reimbursement of $89.00, as it was not clearly communicated to Ms. [redacted] that a back flow preventer was a necessary component of her sewer line. Without a back flow preventer Ms. [redacted] would continue to experience sewer backups any time there is a significant amount of rainfall. As Ms. [redacted] did not have a back flow preventer at the time of the backup, installing one would be considered an upgrade to her line and would not be covered under the Contract. The second invoice provided by Ms. [redacted] was for a camera inspection. As Ms. [redacted] had been advised that SLWA would not cover a second camera inspection, we will not be providing a reimbursement for this portion. Ms. [redacted] should expect her reimbursement check of $89.00 within 10-15 business days. If Ms. [redacted] has any further questions, she may contact our CAT agent 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 Mrs. [redacted], and regret to learn of her dissatisfaction.
Service Line Warranties of America has been acquired by HomeServe USA in June
2016.
According to our records, she has
been enrolled in External Gas Line Warranty since September...

15th,
1999, in Home Gas Line Warranty since February 28th, 2002, and in
External Water Line Warranty since January 10th, 2001 with Utility
Service Partners, Inc. the service company for Columbia Gas. Utilities Service
Partners was bought out by Service Line Warranties of America in 2003. On
November 17th, 2004 Mrs. [redacted]’s External Water Line Warranty
and In Home Gas Line Warranty lapsed out and was cancelled by Columbia Gas. On
June 10th, 2008 there was a refund that was issued to Mrs.
[redacted] for $11.27 for the External Water Line coverage by Columbia Gas per
customer request.
In response to this complaint, a
member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mrs. [redacted]
on October 20th, 2017 and let her know that we will be issuing her a
refund for $445.03. We explained to Mrs. [redacted] how she enrolled in the
coverage and why we are refunding the funds we received and she understood. We
are also providing her with a breakdown of the payments received. If Mrs. [redacted] has 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.

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 Ms. [redacted], and regret to learn of her dissatisfaction.
According to our records, on 3/28/2017, Ms. [redacted] contacted Service Line Warranties of
America (“SLWA”) enrolled in the Outside Water Service Line Program and Outside Sanitary Sewer Line...

Service Program (the “Contracts”). The Contracts were set up under the name [redacted]. [redacted] due to the fact that the original solicitation was mailed in his name. On 4/17/2017, Ms. [redacted] contacted SLWA to advise she had received the Contracts in Mr. [redacted]’s name, and requested this to be corrected. At that time our agent did update the Contracts to reflect the correct name, however our system will not update the mailed Contracts.
In response to this complaint, a member of the SLWA, now part of the HomeServe group of companies, Contractor Support Specialist department (“CSS”) cancelled the Contracts under Mr. [redacted]’s name, and re-enrolled in Ms. [redacted]’s name. A member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms. [redacted] on 5/3/2017, and 5/4/2017, without success. Our CAT agent has verified the Contracts were mailed to Ms. [redacted] on 5/4/2017. If Ms. [redacted] has any questions, or would like to provide an email address to receive the Contracts, she may contact our CAT agent at [redacted].
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

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

We reviewed the complaint filed by Mr. [redacted] and we are sorry to learn of his dissatisfaction.
Our records show that, on 10/29/16 Mr. [redacted] enrolled in External Sewer and In-Home Plumbing coverage. On 11/26/16, Mr. [redacted] called in to inform us that he had work completed by a private...

plumber thinking that he had a 30 day waiting period. Mr. [redacted] stated that he paid $4,000.00 for the repair work. 11/26/16, we requested Mr. [redacted] submit the repair invoice to be reviewed. On 12/27/17, Mr. [redacted] called in to verify we had received the invoice for his reimbursement to be reviewed, and at that time it was not received. We do not follow up on when we tell a customer to submit paperwork. On 1/20/17, Mr. [redacted] followed up on his reimbursement which was the second call he made. On 1/23/17, we received Mr. [redacted] invoice information it was not received in November or December. On2/15/17, we reviewed the reimbursement in the amount of $2,600.00, and emailed Mr. [redacted] a copy of the Release of Liability to [redacted]. We only gave $2,600 back for the reimbursement because that is the average cost of a sewer line repair. On 3/24/17 Check number [redacted] for $2,600.00 was cut. We overnighted the check to the customer on 3/29/17, tracking number [redacted] via FedEx.

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

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 December 6th, 2017, [redacted] went out to Mr. [redacted] to start the repair for his external sewer line. [redacted] dug up 2 feet to get to the sewer line, notice that Mr. [redacted]’s gas line was the same location of the sewer line. [redacted] stopped the repair, and had the utility company out within the hour to check the gas line and mark it off. Once the utility marked off the gas line and verified that there was not damage done to the line [redacted] completed the repair. [redacted] advised us that they can start digging up to 2 feet before any utility has to be contacted.   In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contact Mr. [redacted] about the rejected response, and he stated that he was not happy that [redacted] began the work before getting the gas line marked off first. The customer advocate advised Mr. [redacted] that the contractor did not know that his gas line was close to the exterior sewer line until they dug for the external sewer, and once they found that it was they immediately called the utility out to have the line marked and checked for damages. The customer advocate asked Mr. [redacted] was the repair done, and Mr. [redacted] stated it was completed. 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.

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. 
Regards,
[redacted]

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]...

[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

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. 
Regards,
[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, Mr. [redacted] contact Service Line Warranties of America on November, 19th, 2017, and...

filed a claim for an exterior sewer line back up in the basement.  Mr. [redacted] called the same day and stated that the contractor came out, and advised him that he did not consider his back up an emergency. Our call center informed Mr. [redacted] that she will notate that there is no us of facilities in the residence. On November 20th, 2017, Mr. [redacted] called and spoke to a call center agent, and wanted to know when the contractor was coming back out. We contacted [redacted], and spoke with Chris who stated they would be at Mr. [redacted]’s home between 10-2 p.m. depending on the weather. The contractor advised the call center agent that they would have to hydro jet the sewer line, and the weather has to be the right temperature to do so. On November 27th, 2017, Mr. [redacted] contacted us and stated that the contractor did come out to his home, but while clearing the line the contractor got the nozzle from the cable stuck in the sewer line. Mr. [redacted] stated that the contractor was supposed to come back to get the nozzle out but he never returned. We contacted [redacted] to see when they were able to go back out, and they advised us that they would be out to Mr. [redacted]’s home between 10 a.m. and 2 p.m. [redacted] reported back to us that they did go out to Mr. [redacted]’s home to retrieve the cutter, but they were unsuccessful. [redacted] let us know that the cutter was hung up on a break in the sewer line outside the foundation of the home. [redacted] advised that they will send an estimate for the repair of the sewer line. [redacted] also advised that the line had restricted flow and they advised Mr. [redacted] not to not put toilet paper down the line. Mr. [redacted] advised us that he is going out of town on Friday December 1st, 2017, and requested to have the repair started on December 4th, 2017. On November 29th, 2107 the estimate for the repair was received. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) Contacted Mr. [redacted] and spoke with Mrs. [redacted] about the complaint, and she advised the customer advocate that the contractor is scheduled to come out on December 6th, 2017 to repair the sewer line.  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.

We are in receipt of the complaint filed by Mrs. [redacted], and regret to learn of her dissatisfaction. Service Line Warranties of America has been acquired by HomeServe USA in June 2016.According to our records, Mrs. [redacted] contacted Service Line Warranties of America on August 22nd, 2017, and...

reported her kitchen since was backed up. We deployed [redacted] Plumbing (“[redacted]”) to go out and resolved the plumbing issue. On August 24th, 2017, Mrs. [redacted] contacted us because the contractor told her that she would have to pay $375 out of pocket to repair the pipe under her sink because it was not a straight pipe. Mrs. [redacted] stated that he will lose his license if her touches the pipe. We called [redacted] to get confirmation about the repair, and they advised that the pipe is not up to code, and actually illegal. On November 2nd, 2017, we received the invoice for reimbursement from Mrs. [redacted]. In response to this complaint, On November 16th, 2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mrs. [redacted] about her complaint, and advised Mrs. [redacted] to email the invoice to CAT. Mrs. [redacted] sent the email the same day, and the customer advocate processed the reimbursement to be sent via FedEx Tracking [redacted]. On November 21st, 2017 CAT received email from Mrs. [redacted] thanking them for following through as they promised. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.