Tom Phillips Agency

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 companiesAccording to our records, on 6/14/Mr [redacted] advised SLWA that he was having an Exterior Sewer Line issue under his homeWe deployed [redacted] ***., to his home On 6/21/17, [redacted] Plumbing went to Mr [redacted] ’s homeAn 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 codeMatt 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 homeWe sent [redacted] We informed Mr [redacted] was informed that we assigned a new contractorMr [redacted] contacted SLWA on 7/5/and 7/10/2017, to advise that [redacted] had yet to follow up on the service callMr [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 lineThe 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/The CAT team member went over ***’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 lineThough it had no bearing to ***’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 furtherThank you for the opportunity to respond Tell us why here

We reviewed the complaint filed by Mrs [redacted] and are happy to report her issue has been resolved On 1/24/18, Mrs [redacted] enrolled in optional Exterior Sewer/Septic Line Coverage (“SLWA Coverage”), with Service Line Warranties of America (“SLWA”)Our record shows on 2/16/18, Mrs [redacted] called to inquire if SLWA offered External Water Line Coverage in the Las Vegas area SLWA was purchased by HomeServe USA, and we are in process of migrating our customers to HomeServe systems On 4/6/2018, Mrs [redacted] called in to enroll in Exterior Water Line Coverage with HomeServe USA Mrs [redacted] inquired at that time on additional coverages offered through HomeServe USA We took the opportunity to advise Mrs [redacted] that she is currently enrolled in one of those coverages with one of our recently acquired subsidiaries, SLWAThe agent then offered to cancel Mrs [redacted] ’s SLWA Coverage and refund the annual amount paid, $ This would ensure that Mrs [redacted] had access to the full range of coverages available through HomeServe USA In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Mrs [redacted] on 4/9/ We apologized for the confusion, confirmed we have the correct HomeServe Coverages enrolled, and that Mrs [redacted] did not receive the refund yet for her cancelled SLWA Coverage Upon that confirmation we transferred the paid balance of $on Mrs [redacted] ’s existing SLWA Coverage, towards payment on her HomeServe External Water Service Line Coverage As a one-time courtesy we waived the remaining balance of $from the HomeServe External Water Service Line Coverage We thank Mrs [redacted] for their continued patience and thank you for the opportunity to respondIf Mrs [redacted] has any further questions feel free to contact us directly at ( [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 Regards, [redacted] ***

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 cardAs 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 billing cycles of non-paymentThis 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 shareholdersWe apologize for any miscommunications or misunderstandings to Ms [redacted] .Very truly yours,John K***Customer Care Manager ?

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 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, with Utility Service Partners, Incthe service company for Columbia GasUtilities Service Partners was bought out by Service Line Warranties of America in On November 17th, Mrs [redacted] ’s External Water Line Warranty and In Home Gas Line Warranty lapsed out and was cancelled by Columbia GasOn June 10th, there was a refund that was issued to Mrs [redacted] for $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, and let her know that we will be issuing her a refund for $We explained to Mrs [redacted] how she enrolled in the coverage and why we are refunding the funds we received and she understoodWe are also providing her with a breakdown of the payments receivedIf 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

February 2, Dear Ms***, 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 ETIn fact, SLWA’s repair hotline is available to callers hours a day, days a week, 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 contractorHe was advised that the terms and conditions of his warranty agreement required him to contact SLWA first so that SLWA could dispatch a network contractorGiven the circumstances however, Mr [redacted] was then instructed to forward his invoice to SLWA so that it could be reviewed for reimbursementAn email was received from him and the request for reimbursement was entered on Friday January 22, 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 $(the total amount paid by Mr [redacted] to his private contractor) and would be coordinating with him regarding some required documentationSLWA 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 shareholdersWe provide claims assistance hours a day, days a week, 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***Customer Care Manager

We are in receipt of the complaint filed by Mr [redacted] and are happy to report that the situation has been resolved to Mr& Mrs***’s satisfaction On 1/31/18, Mr [redacted] called in and requested to cancel his optional Heating and Cooling Repair coverage (“Coverage”), which had recently migrated from Dominion Service Product to HomeServe USA.? At that time, HomeServe was experiencing system errors and was not able to process cancellations for Dominion products on a real-time basisThese system errors, resulting in a delay in the cancellationOn 2/07/18, Mrs [redacted] called in and requested written correspondence of enrollment including the enrollment date, information on the enrollment agent, pertinent details regarding the enrollment, and any signatures that may have been receivedOn 3/01/and 3/05/2018, Mrs [redacted] called again to advise they are still being billed for the Heating and Cooling Repair Coverage and requested cancellation againHomeServe at that time was still experiencing system problems in cancelling Dominion productsIn response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Mr [redacted] and left a voicemail advising HomeServe would offer a reimbursement back to the enrollment dateMrs [redacted] returned the call to the CAT team member and advised she would like to keep her Water Service Line Coverage active and just cancel the Heating and Cooling Repair CoverageThe CAT team member advised Mrs [redacted] we would follow up to review the amount balance we would be refunding for the Heating and Cooling Repair CoverageWe thank Mr& Mrs [redacted] for their continued patience and thank you for the opportunity to respondIf Mror Mrs [redacted] have any further questions they should feel free to contact us directly at ( [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is ok, I still would like to see my account ? showing what the company said when I sign onApparently the person that call me said that is something he cannot fixed from his locationHaving said that I am sure ? Service line Warranties have a I.T person that could fixed my account information, ? The person from CAT ? called to say my account is in good standing, ? so let him follow up to have the online information show that please Regards, [redacted] ?

We are in receipt of the complaint filed by Ms [redacted] , and regret to learn of her dissatisfactionUpon 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 resultThe check has been sent to Ms [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 Mr [redacted] , and regret to learn of his dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June 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 emergencyOur call center informed Mr [redacted] that she will notate that there is no us of facilities in the residenceOn November 20th, 2017, Mr [redacted] called and spoke to a call center agent, and wanted to know when the contractor was coming back outWe contacted [redacted] , and spoke with Chris who stated they would be at Mr [redacted] ’s home between 10-p.mdepending on the weatherThe 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 soOn 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 lineMr [redacted] stated that the contractor was supposed to come back to get the nozzle out but he never returnedWe 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 a.mand 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 lineMr [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, On November 29th, the estimate for the repair was receivedIn 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, 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 [redacted] , and regret to learn of her dissatisfaction According to our records, on June 21st, 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 reoccurredThe 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 appointmentMrs [redacted] then contacted The Customer Advocate on July 3rd, to schedule an appointment to get her light fixed because she had not been home when the first contractor calledThe Customer Advocate scheduled [redacted] to go out to Mrs [redacted] ’s home and they completed the repair on July 6th, 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 usWe also reached out to [redacted] to get a cost estimate to repair the damages in questionBy 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 contractorOn August 3rd, 2017, we received an estimate from Mrs [redacted] drawn up by a company called [redacted] totaling $1,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 windowThe 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 replacedThey 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 completelyWe continued to reach out to [redacted] for their own damage estimate, as well as Mrs [redacted] to communicate our findings thus farOn September 18th, 2017, [redacted] offered $toward the repair of Mrs [redacted] ’s window and, on October 5th, 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 basementMrs [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 joistThey 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 windowThus, 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 questionOn 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, He offered her the $as a payment directly to her to get a window installed, and Mrs [redacted] accepted the offerIn fact, she accepted the offer, but said that she would take the money, and still seek out money via legal meansThe 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 $within five (5) business daysTo 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

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

We are in receipt of the rejection of the response to a complaint filed by Mrs [redacted] and are happy to report that the situation has been resolved to Mrs***’s satisfactionOn 1/31/18, Mrs [redacted] called in and requested to cancel her optional Heating and Cooling Repair coverage (“Coverage”), which had recently migrated from Dominion Service Product to HomeServe USA.? At that time, HomeServe was experiencing system errors and was not able to ? process cancellations for Dominion products on a real-time basisThese system errors, resulting in a delay in the cancellationOn 2/07/18, Mrs [redacted] called in and requested written correspondence of enrollment including the enrollment date, information on the enrollment agent, pertinent details regarding the enrollment, and any signatures that may have been receivedOn 3/01/and 3/05/2018, Mrs [redacted] called again to advise she was still being billed for the Heating and Cooling Repair Coverage and requested cancellation againHomeServe at that time was still experiencing system problems in cancelling Dominion products.In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Mr [redacted] and left a voicemail advising her that HomeServe would offer a reimbursement back to the enrollment date? Mrs [redacted] returned the call to the CAT team member and advised she would like to keep her Water Service Line Coverage active and just cancel the Heating and Cooling Repair CoverageThe CAT team member advised Mrs [redacted] we would follow up to review the amount balance we would be refunding for the Heating and Cooling Repair Coverage.? On April 9, the CAT member processed a refund for $1213.90, which is the amount Mrs [redacted] had paid in for the Coverage since enrollment.? The CAT member also reinstated Mrs***’s Water Line Replacement coverage, which had been cancelled in error, and waived any waiting period associated with it.? On April 10, 2018, the CAT member called Mrs [redacted] and left a voicemail advising that the check had been sent and the water Line Coverage had been reinstated.? On April 11, 2018, the CAT member received a voicemail from Mrs [redacted] stating she had received the check and had verified online that the Water Line Coverage was active.We thank Mrs [redacted] for her continued patience and thank you for the opportunity to respond

October 5, [redacted] Revdex.com Serving Western Pennsylvania [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] ***, PennsylvaniaThe Agreement specifically authorizes the use of the Borough’s name and logo by SLWAPrior to being mailed to Borough residents, the marketing letter was reviewed and approved by the Borough, in accordance with the terms of the AgreementA 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

We are in receipt of the complaint filed by Mr***, and regret to learn of his dissatisfactionAccording to our records HomeServe successfully processed the credit card payment on 1/12/for the service contract Mr*** In response to the complaint, on 1/12/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 processedThe 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 conclusionThank you for the opportunity to respond

We are in receipt of the complaint filed by Mrs [redacted] , and regret to learn of her dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, Mrs [redacted] contacted Service Line Warranties of America on September 10th, 2017, and reported her sewer line back up [redacted] Plumbing (“ [redacted] ***) was deployed to go out to resolve the sewer line issue, and they reported back to us that they went out and cleared the line On October 28th, Mrs [redacted] in stating she was having another back upWe deployed [redacted] Plumbing (“ [redacted] ”) On October 31st, 2017, [redacted] was onsite for investigation and cleared the line again On November 1st, 2017, Mrs [redacted] called in stating that the line was backed up again, and stated that [redacted] had been on the property twice, but they were still having a backup On November 6th, [redacted] went back out to the property, and on November 6th, [redacted] provided an update that the person who did the waterproofing appeared to have cut into the sewer line [redacted] also stated that the sewer leaches off into a sump pumpWe called Mrs [redacted] to provide her with an update, and left a voicemail for her to call us back to discuss the findings On November 8th, 2017, Mrs [redacted] called back for the updateWe explained to Mrs [redacted] of the findings that [redacted] foundMrs [redacted] disagreed stating it had been years since the waterproofing was completed, and stated they have not experienced any issues priorWe sent out [redacted] to clear the line, and they do not dig On November 9th, 2017, [redacted] reported their findings to us, and confirmed a break in the line about feet from the house underneath the porchThey did not see anything to confirm [redacted] ’s findingsWe contacted Mrs [redacted] , and informed we would have [redacted] Plumbing provide a bid given the situation with [redacted] On November 10th, 2017, we received and approved the bid from [redacted] for $1,950, however the porch would need to be removed for accessWe explained to Mrs [redacted] what needed to be done in order to do the repair, and she stated she would get that arranged and scheduled with the contractorThere was no indication of unhappiness On November 14th, 2017, Mrs [redacted] made a Revdex.com complaint about her repair, and stated that she does not want to remove her porchShe also stated that she reached out to her own contractor that can go around the porch without removing the porch and wanted to use them In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed the complaint on November 14th, 2017, contacted Service Line Warranty side of the business for more informationOn November 16th, 2017, CAT received the information, and we are willing to allow Mrs [redacted] us her own contractor, and reimburse her the $4,that it would cost us to fix the sewer lineOn November 20th, 2017, the CAT agent called Mrs [redacted] about her complaint, but was unable to get in touch with the customer at that timeA voicemail with a phone number was left to contact CAT directlyOn November 21st, CAT reached out to Mrs [redacted] again, and was still unable to reach her and left a voicemail againLater that day Mr [redacted] called CAT back to go over the complaintMr [redacted] stated that he spoke to his neighbor who is a plumber that lives up the street from him who is willing to use shovels and dig up the line under his porch to get the repair doneMr [redacted] expressed his dissatisfaction with our contractor wanting to us a backhoe to do the work when he can use a shovel to do the workThe CAT agent advised Mr [redacted] that we can send out our contractor to do the work, or we can allow him to use his own contractor to do the work, but we will only reimburse him $1,which is what it will cost us to fix the lineMr [redacted] declined and hung up on the agentMr [redacted] is making a special request for his repair that is outside the scope of his protection planIf Mr/Mrs [redacted] have further questions regarding this matter, they 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]

We are in receipt of the complaint filed by Mr [redacted] , and are happy to report the matter has been resolved to his full satisfaction According to our records, on 5/6/2017, Mrs [redacted] contacted Service Line Warranties of America (“SLWA”), part of the HomeServe group of companies, to report a backup in her sewer line and requested a service call under her External Sewer Line Service, Repair or Replacement Program (the “Contract”)SLWA deployed R [redacted] (“***’s”) to the home On 5/10/2017, Mrs [redacted] contacted SLWA and expressed her concern that ***’s had not completed the repair She explained that ***’s had been on site, however they did not have the equipment on hand and advised they would need to return SLWA’s Contractor Services department reviewed Mrs [redacted] ’s experience, and determined to deploy a different contractor to complete the repair On 5/12/2017, a Contractor Support Specialist (“CSS”) contacted Mrs [redacted] and advised that SLWA would deploy [redacted] ? (“***”) to complete the repair [redacted] was onsite 5/15/2017, and confirmed the repair was completed On 5/19/2017, Mrs [redacted] spoke with our CSS and confirmed the line was working correctly Mrs [redacted] is going to provide the invoice from the septic service repair work she had done from a third party contractor prior to [redacted] completing the repair, and our CSS will process the reimbursement once received If Mror Mrs [redacted] has any other questions, or concerns, they may contact a member of HomeServe’s Customer Advocacy Team (“CAT”) directly at ###-###-#### Our CAT agent will be very happy to further discuss with them We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We reviewed the complaint filed by Mr [redacted] and we are sorry to learn of his dissatisfaction Our records show that, on 10/29/Mr [redacted] enrolled in External Sewer and In-Home Plumbing coverageOn 11/26/16, Mr [redacted] called in to inform us that he had work completed by a private plumber thinking that he had a day waiting periodMr [redacted] stated that he paid $4,for the repair work11/26/16, we requested Mr [redacted] submit the repair invoice to be reviewedOn 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 receivedWe do not follow up on when we tell a customer to submit paperworkOn 1/20/17, Mr [redacted] followed up on his reimbursement which was the second call he madeOn 1/23/17, we received Mr [redacted] invoice information it was not received in November or DecemberOn2/15/17, 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,back for the reimbursement because that is the average cost of a sewer line repairOn 3/24/Check number [redacted] for $2,was cutWe overnighted the check to the customer on 3/29/17, tracking number [redacted] via FedEx