Tom Phillips Agency

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

We are in receipt of the complaint filed by Ms***, and we regret to learn of their dissatisfactionMs***’s complaint is that her family was left without use of sewer facilities during the holiday weekend because of a delay in getting the sewer services restored, that the contractor which
Service Line Warranties of America (“SLWA”) was too shorthanded to complete the work in a timely manner and that SLWA would not allow Ms*** to be reimbursed if she used her own contractor. Unfortunately, the delay was due to waiting on the Utility Company to mark the lineAccording to our records, Ms*** is enrolled in Sewer Line Coverage. On Thursday, December 21, 2017, Ms*** called Service Line Warranties of America to report a breakdown with her sewer and to file a claim under the terms of her contractOn the next day, Friday, December 22, 2017, SLWA sent a local and licensed plumbing contractor to try to restore use of the sewer. The technician discovered that the line was broken and needed to be replaced. The technician contacted the utility company as required to mark the location of the line for excavation. Because of the holiday weekend, the utility was not able to mark the line until Tuesday, December, 26, 2017. The repair was scheduled for the very next day, Wednesday, December 27, 2017. Ms*** expressed dissatisfaction with the delay. An agent of SLWA spoke to Ms*** and offered a reimbursement of up to SLWA’s $estimate if she opted to have a contractor of her choice do the work instead of the contractor SLWA sent. Ms*** decided to allow SLWA’s contractor to complete the job. The SLWA contractor restored use of the sewer on the next day, Wednesday, December 27, 2017. On December 29, 2017, SLWA confirmed that the work had passed inspection and been backfilled on Thursday December 28, 2017. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms***, on Monday, January 1, and left a message on Ms***’s voicemail. The CAT member received a voicemail from Ms*** on January 3, and returned the call but again reached Ms***’s voicemail and left a message. Given the lack of contact with Ms*** after repeated attempts, the CAT member sent a letter via US Postal Service to Ms*** asking that she please call us at her earliest convenience

February 2,
Dear Ms***,
Service Line Warranties of America (SLWA) regrets any inconvenience or concern caused to Mr*** *** in regards to his recent external sewer line warranty claim
On Sunday January 17, 2016, Mr*** 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*** 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*** 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*** regarding his eligibility for reimbursement, prompting the complaint
Following the receipt of this complaint, Mr*** was contacted by SLWA on Wednesday January 27, 2016, and informed that SLWA had approved his reimbursement for $(the total amount paid by Mr*** 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*** and all of our SLWA customers to provide the best, most efficient service in our industry
Very truly yours,
John K***Customer Care Manager

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction According to our records, Mr*** enrolled in Service Line Warranties of America’s ("SLWA") External Water Service Line coverage and External Sewer/Septic Line coverage (the "Contracts") on
April 12, HomeServe acquired Service Line Warranties of America ("SLWA") in On February 20, 2018, Mr*** called us and cancelled the two coverages because he received a notification of a price increaseMr*** asked for a refund of all fees paid since his enrollment up to the present, citing he never filed a claimWe advised him that he was not eligible for a refund of those fees because though he may not have filed a repair claim, he did retain our services in the event of a covered repairWe proceeded to cancel his Contracts effective February 20, In response to this complaint, a member of HomeServe’s Customer Advocacy Team ("CAT") called Mr*** on March 9, Mr*** declined the call, mistaking it for a sales callOn March and March 13, 2018, the CAT team member made additional calls but was unsuccessful in reaching Mr*** but was only able to leave voicemailsOn March 13, after a third unsuccessful attempt to reach Mr***, the CAT team member sent Mr*** a letter to the address on file requesting Mr*** contact the CAT agent to discuss the issueWe thank you for the opportunity to respondTell us why here

We are in receipt of the complaint filed by Mrs***, and regret to learn of her dissatisfaction In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with Mrs*** on November 22nd, 2017, and explained to her that we are willing to allow her to use her own contractor to do the work, but we will only be reimbursing her the amount we would be paying our contractor to do the work which is $1,950. The customer advocate advised Mrs*** that the $4,in the response is supposed to be $1,950, and Mrs*** understoodThe customer advocate advised Mrs*** that if she uses her own contractor that she would need to send an itemized invoice in and we would reimburse her the $1,If Mrs*** has further questions regarding this matter, she may contact our CAT agent directly at ***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***, and regret to learn of her dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June 2016.According to our records, Mrs*** contacted Service Line Warranties of America on August 22nd, 2017, and
reported her kitchen since was backed upWe deployed *** *** Plumbing (“*** ***”) to go out and resolved the plumbing issueOn August 24th, 2017, Mrs*** contacted us because the contractor told her that she would have to pay $out of pocket to repair the pipe under her sink because it was not a straight pipeMrs*** stated that he will lose his license if her touches the pipeWe called *** *** to get confirmation about the repair, and they advised that the pipe is not up to code, and actually illegalOn November 2nd, 2017, we received the invoice for reimbursement from Mrs***In response to this complaint, On November 16th, 2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mrs*** about her complaint, and advised Mrs*** to email the invoice to CATMrs*** sent the email the same day, and the customer advocate processed the reimbursement to be sent via FedEx Tracking ***On November 21st, CAT received email from Mrs*** thanking them for following through as they promisedWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

February 5,
Complaint ID: ***
Customer Information: ***
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*** *** ***
*** ** ***
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*** ***
Dear Ms***,
Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr*** *** regarding his external sewer line warranty claim
Mr*** experienced an external sewer line issue at his homeOn Wednesday December 23, he called SLWA to file a claimThe initial network contractor that was dispatched for the job recommended a camera of the line to determine the issueSLWA did not adequately communicate the progress/results of the camera footage to Mr*** over the course of the following weeksWhen the video footage was reviewed the quality of the film was of a very low qualitySLWA then dispatched a second network contractor to camera the lineThe results of this video were significantly better than the firstOn Wednesday January 27, SLWA contacted Mr*** to apologize for the delay and confirm the scheduling of the second network contractor to jet his external sewer lineOn Tuesday February 2, Mr***’s external sewer line was jetted and clearedHe was called on Wednesday February 3, 2016, and confirmed that the work was completed to his satisfaction
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 are working diligently to improve our processes, procedures, and communications to ensure that we provide the best possible service in our industry to Mr*** and all of our valued customers
Very truly yours,
John K***Customer Care Manager

December 21,
Service Line Warranties of America regrets any inconvenience or frustration caused to Mr*** *** regarding the external sewer line warranty claim filed on Sunday December 13,
On Sunday December 13, Mr*** contacted SLWA to file an external
sewer line warranty claimHe opted for the callback option as our agent was handling a call at the time and was unable to answerMr*** called back approximately minutes later, our agent answered the callIt was communicated to our agent that the basement of the home was flooded and that he was unable to use the toilets or the sinkMr*** was advised that the contractor will be made aware of this and that they will be in touch shortlyMr*** called back approximately one hour later to inform our agent that he has not been contacted by our network contractorHe was informed that we will call the contractor again to contact Mr*** to schedule a service callAfter approximately one hour Mr*** called to advise that the contractor has not called and was told that he would be contacted to set up a service call within hours
On Monday December 14, our network contractor called Mr*** to schedule the service call at his convenienceOn Tuesday December 15, the contractor arrived at the residence to clear roots from Mr***’s sewer line which successfully opened the line to a flowing status as per the terms and conditions of the external sewer line warranty agreement
Service Line Warranties of America’s mission is to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholdersWe are working diligently to ensure that all processes are being properly utilized to create a positive customer experience and to avoid potential communication issues for our valued customersI have spoken to Mr*** on Monday December 21, He has informed me that all work performed by our network contractor has been completed to his satisfactionOn behalf of Service Line Warranties of America I have extended our sincerest apologies
Very truly yours,
John K***
Customer Care Manager

We are in receipt of the complaint filed by Mrs***, and regret to learn of her dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, Mrs*** contacted Service Line Warranties of America on September 10th, 2017, and
reported her sewer line back up*** Plumbing (“** ***) was deployed to go out to resolve the sewer line issue, and they reported back to us that they went out and cleared the lineOn October 28th, Mrs*** in stating she was having another back upWe deployed *** Plumbing (“***”)On October 31st, 2017, *** was onsite for investigation and cleared the line againOn November 1st, 2017, Mrs*** called in stating that the line was backed up again, and stated that *** had been on the property twice, but they were still having a backupOn November 6th, *** went back out to the property, and on November 6th, *** provided an update that the person who did the waterproofing appeared to have cut into the sewer line*** also stated that the sewer leaches off into a sump pumpWe called Mrs*** to provide her with an update, and left a voicemail for her to call us back to discuss the findingsOn November 8th, 2017, Mrs*** called back for the updateWe explained to Mrs*** of the findings that *** foundMrs*** disagreed stating it had been years since the waterproofing was completed, and stated they have not experienced any issues priorWe sent out *** *** to clear the line, and they do not digOn November 9th, 2017, *** *** 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 ***’s findingsWe contacted Mrs***, and informed we would have ** *** Plumbing provide a bid given the situation with ***On November 10th, 2017, we received and approved the bid from ** *** for $1,950, however the porch would need to be removed for accessWe explained to Mrs*** 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 unhappinessOn November 14th, 2017, Mrs*** 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 themIn 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*** 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*** 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*** again, and was still unable to reach her and left a voicemail againLater that day Mr*** called CAT back to go over the complaintMr*** 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*** 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*** 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*** declined and hung up on the agentMr*** is making a special request for his repair that is outside the scope of his protection planIf Mr/Mrs*** have further questions regarding this matter, they may contact our CAT agent directly at ***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 Mr***, and are happy to report the matter has been resolved to his full satisfaction
According to our records, on 5/6/2017, Mrs*** 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*** *** (“***’s”) to the homeOn 5/10/2017, Mrs*** contacted SLWA and expressed her concern that ***’s had not completed the repairShe explained that ***’s had been on site, however they did not have the equipment on hand and advised they would need to returnSLWA’s Contractor Services department reviewed Mrs***’s experience, and determined to deploy a different contractor to complete the repair
On 5/12/2017, a Contractor Support Specialist (“CSS”) contacted Mrs*** and advised that SLWA would deploy *** *** *** (“***”) to complete the repair*** was onsite 5/15/2017, and confirmed the repair was completedOn 5/19/2017, Mrs*** spoke with our CSS and confirmed the line was working correctlyMrs*** is going to provide the invoice from the septic service repair work she had done from a third party contractor prior to *** completing the repair, and our CSS will process the reimbursement once received
If Mror Mrs*** 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are in receipt of the complaint filed by Ms***, and we regret to learn of their dissatisfactionMs***’s complaint is that her family was left without use of sewer facilities during the holiday weekend because of a delay in getting the sewer services restored, that the contractor which
Service Line Warranties of America (“SLWA”) was too shorthanded to complete the work in a timely manner and that SLWA would not allow Ms*** to be reimbursed if she used her own contractor. Unfortunately, the delay was due to waiting on the Utility Company to mark the line According to our records, Ms*** is enrolled in Sewer Line Coverage. On Thursday, December 21, 2017, Ms*** called Service Line Warranties of America to report a breakdown with her sewer and to file a claim under the terms of her contractOn the next day, Friday, December 22, 2017, SLWA sent a local and licensed plumbing contractor to try to restore use of the sewer. The technician discovered that the line was broken and needed to be replaced. The technician contacted the utility company as required to mark the location of the line for excavation. Because of the holiday weekend, the utility was not able to mark the line until Tuesday, December, 26, 2017. The repair was scheduled for the very next day, Wednesday, December 27, 2017. Ms*** expressed dissatisfaction with the delay. An agent of SLWA spoke to Ms*** and offered a reimbursement of up to SLWA’s $estimate if she opted to have a contractor of her choice do the work instead of the contractor SLWA sent. Ms*** decided to allow SLWA’s contractor to complete the job. The SLWA contractor restored use of the sewer on the next day, Wednesday, December 27, 2017. On December 29, 2017, SLWA confirmed that the work had passed inspection and been backfilled on Thursday December 28, 2017. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms***, on Monday, January 1, and left a message on Ms***’s voicemail. The CAT member received a voicemail from Ms*** on January 3, and returned the call but again reached Ms***’s voicemail and left a message. Given the lack of contact with Ms*** after repeated attempts, the CAT member sent a letter via US Postal Service to Ms*** asking that she please call us at her earliest convenience.

We are in receipt of the complaint filed by Mr***, 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*** Enrolled in Sewer Line Coverage, Contact ID ***, via
telephone conversation on June 09, 2017. On November 12, 2017, at approximately 2:18PM, Mr*** called Service Line Warranties of America (“SLWA”) to report a clogged drain. We deployed the service to *** *** Plumbing (“***”)*** advised that they were able to come out to the home to attend to the issue on the morning of November 13, Mr*** 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*** called SLWA and advised that he hired *** *** and requested that we reimburse him for his repair fees. Mr*** 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 reimbursementsFurthermore, our records confirmed that we could have had a contractor at his home within hours of his initial service request. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”), called Mr*** on November 28, 2017, and November 30, 2017, leaving him voicemails. On December 1, 2017, a CAT member called and spoke to Mr***, who provided a service invoice for consideration of reimbursement. CAT agreed to reimburse the full requested amount of $out-of-pocket expenseMr*** accepted this resolution. We ask Mr*** to please allow up to twenty business days to receive his reimbursementThank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

We are in receipt of the complaint filed by Ms***, and regret to learn of her dissatisfaction
According to our records, on 3/28/2017, Ms*** 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 *** *** due to the fact that the original solicitation was mailed in his name On 4/17/2017, Ms*** contacted SLWA to advise she had received the Contracts in Mr***’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***’s name, and re-enrolled in Ms***’s name A member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms*** on 5/3/2017, and 5/4/2017, without success Our CAT agent has verified the Contracts were mailed to Ms*** on 5/4/If Ms*** has any questions, or would like to provide an email address to receive the Contracts, she may contact our CAT agent at ***
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***