Tom Phillips Agency

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

December 12, 2016*** ***Revdex.comServing Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220Phone: ###-###-#### | Fax: ###-###-####***Customer Information: *** * ***
*** ***
*** *** *** ** *** Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: ***
*** *** *** Service Line Warranties of America regrets any inconvenience or concern caused to Ms*** *** regarding her External Sewer Line Warranty claimOn November 19, 2016, Ms*** called in to our Customer Care department to report sewage odor inside of her residenceOur agent proceeded to ask Ms*** a series of qualifying questions to determine if the issue was covered under the terms and conditions of the contractBased on our call records, Ms*** advised of no backup of toilets or any type of sounds (gurgling) that would indicate an external sewer line issueThe agent then reviewed the coverage of the External Sewer Line Warranty and advised it did not include internal issues that may be present in the residenceMs*** was advised to use a private plumberIf the private plumber could determine an external sewer line issue existed, Ms*** was told to contact Service Line Warranties of America so that we could dispatch a plumber from our network for an External Sewer Line claimAs she did not contact Service Line Warranties of America and paid her private plumber outside of our network for the repair, the service provided was not covered under the terms and conditions of the contractService 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 shareholdersI have spoken to Ms*** today via telephone to request documentation of the repairs made by her private plumber to be sent to me directlyWe will review the information to see if we can provide Ms*** with some accommodation per her requestVery truly yours, John K***Customer Care Manager

Complaint ID: *** Customer Information: *** ***
*** *** *** *** ** *** Daytime Phone: ###-###-#### E-mail: *** Dear Ms***, Service Line Warranties of America sincerely apologizes for any confusion or misperceptions that may have resulted from recent communications from the City of *** *** ***, to Mr***The Marketing License Agreement was approved by the *** City Council on February 12, 2012, 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 ***. The Agreement specifically authorizes the use of the City’s name and logo by SLWA. The Agreement was approved by the *** City Council on February 12, 2012, and signed by the CityPrior to its mailing to City residents, the marketing letter was reviewed and approved by the City, in accordance with the terms of the AgreementService 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 shareholdersI have personally adjusted his prospect account to DO NOT SOLICIT based on his Customer’s Statement of the Problem, which will ensure that he receives no further correspondence from SLWAI welcome the opportunity to speak to Mr*** personally if he so desiresVery truly yours, *** *** Customer Care Manager

We are in receipt of the complaint filed by Mr*** on behalf of Mr*** who is the homeownerWe regret to learn of his dissatisfactionAccording to our records, Mr*** enrolled in Premier Heat PLUS Plan Contract number *** on March 3, via US postal serviceOn the
morning of December 13, 2017, Mr*** reported no heat in the homeOn that same day, December 13, 2017, around 2PM, a HomeServe technician repaired the no heat issueOn December 14, 2017, Mr*** reported that the heating system would not shut down on its own, had to be turned off and on manually and that the home was too warmHomeServe sent an installation technician to the home on Monday 12/18/who repaired the unitIn response to this complaint a member of HomeServe’s Customer Advocacy Team ("CAT") called Mr*** and Mr*** on December 19, and left messages at voicemailAgain on December 2017, the CAT agent left a voicemail with Mr*** advising that Mr*** would have to provide authorization to HomeServe in order for us to discuss the case with Mr***, since Mr*** is not listed as an authorized user on Mr***’s accountOn December 26, 2017, I called Mr*** again and spoke to Mrs***, the co-homeownerThe CAT agent listened to her concerns, apologized for the inconvenience, confirmed that the unit is now running properly and advised that we will cover the cost of next year’s renewal priceMrs*** was satisfied with this outcomeMrs*** considers this case resolvedWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

September 4, 2015Complaint ID: ***Complaint Involves:Advertising Issues Customer’s Statement of the Problem:They make it look like official business from the City of ***, which is misleading until you read everythingThey also are sending these notices to people who are not property
ownersThis is not my home; I'm not responsible for repairsHow did they get my name? This is not the first time, eitherI complained to them about this issue in the past and they still send these official-looking noticesI want them to stop RIGHT NOW.Dear Ms*** Service Line Warranties of America regrets any concern or frustration caused to Ms*** *** in reference to marketing material that she has received from our companyUtility 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 ***. The Agreement specifically authorizes the use of the City’s name and logo by SLWA. The Agreement was approved by the *** City Council on March 28, and signed by the CityPrior to its mailing to City residents, the marketing letter was reviewed and approved by the City, in accordance with the terms of the AgreementA mailing list is obtained through a marketing contact management company that is used upon the approval of the Marketing License 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 shareholdersWe have adjusted Ms*** prospect account in our system to Do Not Solicit which will discontinue any further correspondence from SLWA by direct mail, phone, and email.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,
*** ***

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

October 30,
Complaint ID: ***
Dear Ms***
Service Line Warranties of America regrets any frustration or concern caused to Ms*** regarding our correspondence offering our external sewer line warranty
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 ***, UT. The Agreement specifically authorizes the use of the city’s name and logo by SLWAPrior to its mailing to city residents, the marketing letter was reviewed and approved by the city, 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
Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We have set her prospect account 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***Customer Care Manager

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 Exterior Water Service Line coverage and Sewer/Septic Line coverage on June 19, 2015. Mr*** subsequently
cancelled the Sewer/Septic Line coverage on June 28, 2015. On November 16, 2017, Mr*** re-enrolled in Sewer/Septic Line coverage and states that he never received the service agreement documentation for this coverage or any additional billing information to send in his payments after making several requests to have this information sent to him. Mr*** also states that HomeServe customer service agents have advised him that his Sewer/Septic Line coverage is cancelled. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called and spoke to Mr*** on February 23, 2018. The CAT agent listened to Mr***’s concerns, confirmed that his Exterior Sewer/Septic Line coverage is in good standing and offered to have the service agreement documentation mailed to him via Fed Ex and email him the tracking information The CAT agent also offered to email Mr*** confirmation that both his Water Service Line coverage and his Sewer/Septic Line coverage are in good standing. Mr*** was satisfied with this resolution 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,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me I am not happy with the time it took to refund my money That was the BIG ISSUE to begin with It did not take them 4-weeks to charge my account Why should it take that long to give me my money back I've heard their excuse and to me it's a POOR ONE AT BEST Stating that their accounting dept is "backed up" with "refund requests", tells me that I am not the only person that they are doing this to Holding MY money and who knows how many other peoples money for 4-weeks, means that they are basically "stealing our money and using it for their use before they decide to return it to usYes, I did get a refund on August 6, when the charge to my credit card was on June 26, yes just about the FULL weeks of the 4-week period Satisified, BUT NOT HAPPY!!!!
Regards,
*** ***

October 30,
Complaint ID: ***
Customer Information: *** ***
Dear Ms***,
Service Line Warranties of America regrets any concern or inconvenience caused to Ms*** *** regarding her recent external sewer line warranty
claim
On Tuesday September 29, Ms*** contacted SLWA to file an external sewer line warranty claimThe contractor’s assessment of the service call was that an external sewer line warranty claim was ineligible due to third party negligence: previous work done for Ms*** by a private contractor in May of resulted in a “back fall”, a term used to describe the pitch of the pipe going the wrong wayThe result would likely indicate that the rest of the sewer has a bad pitch which would prevent the sewer from draining properly, the cause of the back up that Ms*** filed the claim for
The customer was advised that the issue will have to be addressed with either the contractor that made the repairs in May or a non-network privately hired contractor as SLWA could not maintain the sewer moving forwardMs*** informed me that she has requested a written assessment from SLWA so that she can adequately communicate the needed repairs to her contractor of choice
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 shareholdersThe customer called initially to file the claim on Tuesday September 29, I have spoken to Ms*** on Tuesday October 27, at which point she has not received her written assessment as requestedI have forwarded the assessment to her via email later that dayMs*** confirmed receipt of the assessment by email reply the following day, Wednesday October 28, SLWA is proactively working to ensure that oversights of this nature are prevented as well as resolving them in a timely manner when they do occur
Very truly yours,
John K***Customer Care Manager

We are in receipt of the complaint filed by Ms*** and regret to learn of his dissatisfaction According to our records, Ms*** enrolled in Water Line Coverage, on July 7, On November 17, Ms*** reported a high water bill and possible water line leak to Service Line
Warranties of America (“SLWA”). SLWA sent the job to contractor *** Plumbing LLC (“***”). On December 6, 2017, *** completed the repair. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms*** on December 6, and left a voicemail which was returned. The CAT agent called and spoke to Ms*** on December 7, and learned that some reasons for the delay in the completion of the job were the fact that the line had to be dug by hand in order to locate the leak and that the utility inspector required the whole water line to be replaced instead of just conducting a spot repair. Ms*** stated that while it was very inconvenient to have to turn her water on and off outside at the meter, what frustrated her the most was the lack of communication between *** and herself. Ms*** had a hard time getting *** to return her phone calls. *** reported to Ms*** that one of the reasons for this was that they were very busy and taking on more and more work. The agent listened to Ms***’s concerns, apologized for the situation, and confirmed that the issue was resolved. Ms*** considers this case resolved. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Ms*** and regret to learn of her dissatisfaction.Ms***’s complaint is that SLWA canceled her water line coverage without notice and should therefore pay for the current plumbing repair inside her home. HomeServe acquired Service
Line warranties of America (“SLWA”) in 2016. According to our records, Ms*** enrolled in SLWA’s Exterior Sewer/Septic Line Coverage on October 26, and has been paying $monthly for this protection plan. On July 5, 2017, Ms*** enrolled in External Water Line coverage via US Postal Service. SLWA sent three statements for $for this coverage but never received any payments. On October 23, 2017, the External Water Line coverage was canceled for non-payment According to our records, Ms*** called SLWA on January 8, to file a claim on her External Water Line coverage for a leak within the home itself. The SLWA agent confirmed that the only active coverage was for Ms***’s External Sewer Line. Ms*** stated at that time that she had been paying $monthly, so she should have coverage. The SLWA agent advised Ms*** that the SLWA water coverage is monthly. SLWA had only been debiting for the Sewer Line coverage. The SLWA agent advised Ms*** that the External Water Line coverage was not set up on monthly installments, but annual installments, which SLWA never received. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms*** on January 11, 2018. The CAT agent listened to Ms***’s concerns, apologized for the inconvenience and answered questions and concerns about the billing of Ms***’s active Sewer Line Coverage. The CAT agent confirmed that Ms*** only has one active service, for the External Sewer Line, and that SLWA never received payment for the External Water Line coverage. The CAT agent advised that even if the External Water Line coverage had been enrolled in successfully, it does not cover plumbing problems inside the home, so would not have helped with the internal plumbing issue Ms*** reported. The CAT agent is also assisting Ms*** with billing questions separate from the plumbing repair issue that prompted the original complaint. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Hello my name is *** ***, I received a letter back on my complaint on ID ***The information presented is not fully accurate on what happened, First a call was made to me on March the 9th and was presented as a marketing call not stating that the person calling was from the Revdex.com, in addition to the call I let the person on the line know my mother passed awaySecondly only information I received was that Revdex.com had to go to another state to work on the complaintThat's all I receivedThird did this business slw explain that they were changing their name this why they were raising their ratesI was a devoted consumer to this company never missing a payment , or making a service callIf business decide to just do this to customers who dont use the service and change their name to raise their rates knowing a customer cant afford the increase and can get by with this calling it a pay as you go system what kind of fraudaent business is this even when you have not even made service callI can understand if contact service call was submittedBut using a name change to increase pricing to price out customers who can't afford the increaseThis is not insurance ! As I have said I never used it , and I was told from SLW all money would be returned if no initiated service was doneBut since they changed their name this has changed

We are in receipt of the complaint filed by Ms*** and are happy to report the matter has been resolved to her satisfactionAccording to our records, Ms*** enrolled in Service Line Warranties of America’s In-Home Plumbing coverage on July 17, 2016. HomeServe acquired Service
Line warranties of America (“SLWA”) in 2016. On January 18, 2018, Ms*** called HomeServe to report a breakdown with her interior plumbing and drainage system On January 18, HomeServe sent a plumber who denied the claim on site as a fixture issue, which is not covered by the terms and conditions of the contract. Ms*** still heard water running, she called HomeServe on January 20, 2018. HomeServe sent a second technician on January 24, 2018, who noted that there was a leak in the crawlspace, but the entrance was too small for him to inspect the plumbing and he left the premises. Ms*** had a friend put a cap on it so she could use water elsewhere in the house. Ms*** called HomeServe on January 26, and obtained permission to call her own plumber and submit the paid invoices for reimbursement. Ms*** did so, but HomeServe only offered $of the $she spent out of pocket. On February 8, 2018, Ms*** experienced another unrelated leak in her home. Ms*** called HomeServe to set up a service call and was assured a plumber would call her within hours. When Ms*** did not receive a return call within the two hour time period SLWA promised, she called her own plumber. Her previous repair took three days and she did not want to that long for a response. On February 9, Ms*** called to submit a reimbursement for this repair, she was denied reimbursement In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms*** on February 23, 2018. The CAT agent reached Ms***’ voicemail and left her a messageOn February 27, the CAT agent spoke to Ms***. The CAT agent listened to Ms***’ concerns and asked Ms*** to send copies of paid invoices related to the internal drainage breakdown for consideration of full reimbursement. Upon receipt of the invoices, the CAT agent requested full reimbursement of the out of pocket expenses as requested by Ms***. On March 7, 2018, HomeServe approved the reimbursement request. On March 8, 2018, the CAT agent called, spoke to Ms*** to advise the approval of her reimbursement, we asked that she please allow up to business days for delivery of the reimbursementMs*** accepted this resolution. We trust this response satisfactorily resolves the matter at this time, and thank you for the opportunity to respondTell us why here

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. please send refund ASAPThank you.
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 Ms*** and regret to learn of her dissatisfaction.Ms***’s complaint is that SLWA canceled her water line coverage without notice and should therefore pay for the current plumbing repair inside her home. HomeServe acquired Service
Line warranties of America (“SLWA”) in 2016. According to our records, Ms*** enrolled in SLWA’s Exterior Sewer/Septic Line Coverage on October 26, and has been paying $monthly for this protection plan. On July 5, 2017, Ms*** enrolled in External Water Line coverage via US Postal Service. SLWA sent three statements for $for this coverage but never received any payments. On October 23, 2017, the External Water Line coverage was canceled for non-payment According to our records, Ms*** called SLWA on January 8, to file a claim on her External Water Line coverage for a leak within the home itself. The SLWA agent confirmed that the only active coverage was for Ms***’s External Sewer Line. Ms*** stated at that time that she had been paying $monthly, so she should have coverage. The SLWA agent advised Ms*** that the SLWA water coverage is monthly. SLWA had only been debiting for the Sewer Line coverage. The SLWA agent advised Ms*** that the External Water Line coverage was not set up on monthly installments, but annual installments, which SLWA never received. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called Ms*** on January 11, 2018. The CAT agent listened to Ms***’s concerns, apologized for the inconvenience and answered questions and concerns about the billing of Ms***’s active Sewer Line Coverage. The CAT agent confirmed that Ms*** only has one active service, for the External Sewer Line, and that SLWA never received payment for the External Water Line coverage. The CAT agent advised that even if the External Water Line coverage had been enrolled in successfully, it does not cover plumbing problems inside the home, so would not have helped with the internal plumbing issue Ms*** reported. The CAT agent is also assisting Ms*** with billing questions separate from the plumbing repair issue that prompted the original complaint. 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 regret to learn of his dissatisfactionAccording to our records, Mr*** enrolled in Exterior Water Service Line and Sewer/Septic Line (“Coverage”) offered by Service Line Warranties of America (“SLWA”), a HomeServe company, on June 19, 2015. Mr*** subsequently cancelled the Sewer/Septic Line coverage on June 28, 2015. On November 16, 2017, Mr*** re-enrolled in Sewer/Septic Line coverage and states that he never received the service agreement documentation for this coverage or any additional billing information to send in his payments after making several requests to have this information sent to him. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called and spoke to Mr*** on February 23, 2018. The CAT agent listened to Mr***’s concerns, confirmed that his Exterior Sewer/Septic Line coverage is in good standing and offered to have the service agreement documentation mailed to him via Fed Ex and email him the tracking information The CAT agent also offered to email Mr*** confirmation that both his Water Service Line coverage and his Sewer/Septic Line coverage are in good standing. M*** received the email, but not the hardcopy of the service agreement documents. On May 24, 2018, the CAT member contacted Mr***, apologized for the situation and informed Mr*** that the Sewer line coverage had become suspended due to non-payment. Mr*** confirmed that the payments were up to date. The CAT member unsuspended the Sewer/Septic Line coverage and verified that the Water Service Line coverage was also behind in payments and on the verge of being suspended. The CAT member discounted the remaining payments so that Mr***’s coverage would not be at risk of suspension and sent another request to have the service agreements sent to Mr*** via Fed Ex We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond