Tom Phillips Agency

October 5, 2015
 
[redacted]
Revdex.com
Serving Western Pennsylvania
[redacted]
[redacted]
[redacted]
[redacted]
 
Complaint ID: [redacted]
Customer Information: [redacted]...

[redacted]
                    [redacted]
                                  [redacted], [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

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] did not arrive at the stated time on December 6th.  I had to call them twice to find out where they were.  When they arrived, they began digging without having the gas line marked.  They stated that they had called the gas utility and expected that it would be marked, but it wasn't and they began digging anyway.  I didn't realize that they had not located the gas line until they rang the doorbell and asked if we had gas heat.  They had already stopped digging because they did notice the vent on the front of the house.  I would not let them proceed until they notified the gas company and they had them come out on an emergency basis to locate the line.  This delayed the process by 2 hours or more.Then they began digging again and found that they had not brought a  large enough backhoe and could not dig deep enough to locate the sewer line.  So they left for the day.Today, December 7th, they just showed up at 11:30 am.  I called them this morning at 9:00 am to verify they were coming and they said they would be here in 15 minutes.  They are digging again now....I will have to see what happens again today.It never seems to end....... 
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]

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction. According to our records HomeServe successfully processed the credit card payment on 1/12/2018 for the service contract Mr. [redacted].  In response to the complaint, on 1/12/2018 a member of...

HomeServe’s Customer Advocacy Team (“CAT”) reached out to Mr. [redacted] and apologized for the delay in processing the credit card payment and advised the payment has been processed. The CAT agent also advised all outbound calls from HomeServe will be made from the US or our call center in Canada.  We trust this response brings this matter to conclusion. Thank you for the opportunity to respond.

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

We reviewed the complaint filed by Ms. [redacted] and happy to advise this issue has been resolved.  According to our records, Ms. [redacted] enrolled in Service Line Warranties of America (“SLWA”) External Sewer Line warranty, on 12/23/2015.  HomeServe acquired SLWA in June of 2016. ...

On March 12, 2018, Ms. [redacted] Called SLWA to report a plumbing breakdown in her home.  We sent a contractor to the Ms. [redacted]’s home, but because of scheduling difficulties, Ms. [redacted] did not receive the standard of care that our customers have come to expect.   In response to Ms. [redacted]’s complaint, a member of HomeServe’s Customer Advocacy (“CAT”) team contacted Ms. [redacted] on April 10, 2018.  The CAT member agreed to honor the customer’s request of a $75.00 goodwill gesture. We ask that Ms. [redacted] please allow up to 20 business days for the check to arrive.   We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.