Tom Phillips Agency

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

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.

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'm not sure if doing business with this company is a good idea. Only after contacting the Revdex.com did I finally have my issue resolved

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

We are in receipt of the complaint filed by Ms*** and are happy to advise this matter has been resolved On March 25th, 2018, Ms***’s Exterior Sewer/Septic Line coverage (the “Coverage”) was migrated from a Service Line Warranties of America based billing system, to a HomeServe
USA (“HomeServe”) systemOne April 26th, 2018, Ms***’s account was suspended due to none paymentOn May 29th, Ms*** mailed a payment of $Ms*** called multiple times to confirm if her payment had clearedDuring the migration, a delay occurred in processing any mailed paymentsOn June 26, 2018, Ms***’s payment was processed and applied to her account In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Ms*** on June 21st, We apologized for the delay and offered to waive the remaining costs for this policy termMs*** accepted the offerThe CAT member assisted further by creating a claim for Ms***’s sewer line blockageOn June 28th, 2018, Ms*** confirmed the repairs were completed and the sewer line on her property was now open and flowing We thank Ms*** for her patience and thank you for the opportunity to respondIf Ms*** has any further questions, she should feel free to contact us directly at ***

We are in receipt of the complaint filed by Mr***, and regret to learn of his dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, we mailed Mr*** the release of liability letter on July 7th, 2017, however we never
received the signed agreementOn December 15th, 2017, we forwarded Mr***’s paperwork to our accounting department for payment processing In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** on December, 15th, 2017, an advised Mr*** that we have received his complaint, and started the reimbursement processThe reimbursement was process today December 18th, 2017, we sent if via FedEx with tracking number If Mr*** has further questions regarding this matter, he may contact our CAT agent directly 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Here is the current status regarding the initial issues, which I stated required action on part of Home Serve USA:"To cancel heating and cooling repair service agreement." Status: This service appears to be cancelled, as requested. However, in the process of cancelling the heating and cooling repair service, my water line replacement service agreement (#***) was also cancelled. I am waiting for my online account with Home Serve USA to reflect that this water line service agreement has been reinstated to active status. Bob, the Home Serve Customer Service Advocate handling this request was notified of this problem about one week ago.2. "To receive a refund check for the two months, to date, charged subsequent to verbal cancellation of plan on January 31, 2018."Status: I have only verbal agreement that this will be reimbursed. No actual reimbursement has been received to date. I wiill not consider this complaint "resolved to my satisfaction" until the refund is actually received. Past experience with this company has demonstrated that verbal promises can not be counted on. 3. "Written and detailed documentation substantiating the person, by name, who initiated the referenced heating and cooling repair service agreement, who was spoken with, and the method of communication used to request it."Status: I have been verbally advised that the Home Serve is unable to locate any written or verbal documentation that I requested this service. Therefore, they have agreed to refund the amount paid for this service since it was established on December 2007. Once again, no actual reimbursement has been received to date. I will not consider this complaint "resolved" until the refund is actually received. Past experience with this company has demonstrated that verbal promises can not be counted on. Upon receipt of this email from Revdex.com, I left voice mail for my aforenamed point of contact, Bob, indicating that I do NOT agree that this issue has been resolved to my satisfaction and shared the above outstanding concerns. Thank you for keeping me abreast of status of this complaint. I remain cautiously optimistic that the water line repair service will be reactivated and that I receive a refund check for the actual total amount that I have paid for the heating and cooling service, which I never requested.Thank you,*** ***

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 issue Mr*** rejected the response to his complaint. On May 23, May and again on May 25, 2018, the CAT member called Mr*** and left messages on his voicemail, providing a phone number to contact the CAT member directly to discuss the matter, but has not yet received a response. The CAT member also sent a letter to the Mr***’s address which included the CAT member’s contact information. We thank you for the opportunity to respond

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction. According to our records, Mr*** enrolled in External Sewer Line Warranty ("Coverage") offered by Service Line Warranties of America ("SLWA"), a HomeServe companyOn October 13, 2017, Mr*** called SLWA to make a one-time credit card payment of $for his September billing period over the phone because the online bill payment system was not functioning properlyOn October 17, Mr*** called SLWA to report that he still could not log in to his SLWA account onlineWe advised that the balance due was still showing up as $15.50, indicating two payments of $each that had not been madeOn November 27, 2017, because of the account error, we credited Mr***’s account for the balance due at that time which was reflected as the $for the September and October balance as of October 17, 2018, the next payment of $due for November and one extra month as a courtesy, totaling $and ensuring that his account was in good standingWe continued to bill Mr*** for the Coverage but received no further paymentsOn May 10, 2018, we received a written cancellation request which we processed immediately which removed any past due amounts shown on the billIn response to this complaint a member of HomeServe’s Customer Advocacy Team ("CAT") unsuccessfully attempted to contact Mr*** on May 9, and again on May 10, We would like Mr*** to be aware that HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water service linesHomeServe USA serves more than million customers across North America, including Canada, holding million service contractsIn just the last three years, HomeServe has performed over 800,service jobs; ninety-eight percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and familyWe are a Revdex.com ("Revdex.com") accredited business, which means that HomeServe has met the standard of trust the Revdex.com upholds, with an "A+" ratingThe CAT member sent a letter to Mr*** advising that if he would like to discuss the matter further he could contact the CAT member at *** ***We trust that this successfully resolves the matter at this time 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. According to our records, Ms*** enrolled in Exterior Water Service Line coverage (“Coverage”) offered by Service Line Warranties of America, (“SLWA”), a HomeServe company,
on May 17, 2011. On April 20, 2018, Ms*** called SLWA stating she had forgotten about the Coverage and that she had work done in October for a leak under her home. Ms*** requested some type of reimbursement. We reminded Ms*** that according to the terms and conditions of the Coverage, Ms*** would have had to contact SLWA first as there is no provision for reimbursement for work not authorized by SLWA. SLWA does occasionally allow discretionary reimbursements if work was completed within the past three months, but in this case, October was later. Because Ms*** informed us that the repair was to a plumbing pipe under the house and she has a Coverage that protects the water service line that brings clean water from the street to the house, the type of repair Ms*** had is not covered under the terms of the Coverage. We were unable to honor Ms***’s request for reimbursement. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms*** on April 25, 2018. The CAT member listened to Ms***’s concerns, and reviewed the terms of the Coverage. The CAT member asked Ms*** to send a paid invoice to see if there was anything we could consider for reimbursement. Ms*** sent the receipt that showed the technician ran a camera through and diagnosed a break in the sewer line. On April 26, 2018, the CAT member contacted Ms*** to advise that the Coverage covers the water service line from the street to the house, but Ms*** had an issue with her waste water sewer line running from the house to the street. This repair is not a covered by the Coverage. The CAT member offered to send a courtesy check of $to Ms***’s address as a gesture of goodwill. Ms*** accepted this offer HomeServe would like to share with Mr*** that HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water service linesHomeServe USA serves more than million customers across North America, including Canada, holding million service contractsIn just the last three years, HomeServe has performed over 800,service jobs; ninety-eight percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and familyWe are a Revdex.com (“Revdex.com”) accredited business, which means that HomeServe has met the standard of trust the Revdex.com upholds, with an “A+” ratingWe thank you for the opportunity to respond

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.*** came out on September 10th and cleared the line up to our trapPlumber stated to Mr*** he could not traverse the trap.Mr*** was with *** plumbing on site on November 5th. ***'s plumber came to the conclusion that the waterproofing had cut into the sewer line. On 11/we paid ** *** plumbing $to come out and assess the situationThey informed me that the waterproofing had not cut into the sewer line, and that the clean out *** was looking at was for the sewer line right before the trap, not the waterproofingInvoice attached. On 11/we paid ** *** plumbing $to snake the line through the trapThey hit clay past the trapInvoice and pictures attached.On November 14th, Mrs*** called to state that removing my year old porch off of my year old house does not seem to be a good idea for the structural integrity of my home. Mrs*** 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, Mrand Mrs*** 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*** called and stated that *** *** plumbing would repair the line for $They would dig the line with shovels under our porchProposal is attached. The response we received through the Revdex.com from HomeServe's Customer Advocacy Team stated "we are willing to allow Mrs*** to use her own contractor, and reimburse her the $4,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,
*** *** ***

October 5,
Complaint ID: ***
Customer Information: ***
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*** ***
Dear Ms***,
Service Line Warranties of America (SLWA) regrets any frustration or concern caused to Mr*** *** regarding our correspondence offering external utility line warranties and his existing account
Mr*** received a letter offering our external utility line warranties with other residents of *** ***Due to his account enrollment method (Mr*** enrolled online), the original account that was systematically generated remained in our system as a prospect account, which prompted him to receive a letter in the latest mailing for our fall campaign
When Mr*** called the toll-free number on the letter, ###-###-####, he reached our enrollment call centerHe informed us that the representative that he spoke to was unable to retrieve his account in the SLWA database after the verification information was providedThis issue will be appropriately addressed with the agent and management at the enrollment call centerMr*** then contacted our SLWA Customer Care DepartmentHe was informed by the agent that he does currently have an account and that the prospect account in question would be deactivatedThis is based on review of the recorded call and account notes
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 shareholdersI spoke to Mr*** on Monday, September 28, 2015, and again on Tuesday, September 29, 2015, to obtain and also to provide information on the cause and resolution to his issueI have advised him that I have personally adjusted the prospect account to Do Not Solicit and that his active account will be billed normally for his external sewer line warrantyMr*** was offered my office number to speak to me directly for any further questions or concerns
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 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*** 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

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,
*** ***

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'm not sure if doing business with this company is a good idea. Only after contacting the Revdex.com did I finally have my issue resolved

October 5,
Complaint ID: ***
Customer Information: ***
***
*** *** **
*** ** ***
*** *** ***
*** *** ***
*** ***
Dear Ms***,
Service Line Warranties of America (SLWA) regrets any frustration or concern caused to Mr*** *** regarding our correspondence offering external utility line warranties and his existing account
Mr*** received a letter offering our external utility line warranties with other residents of *** ***Due to his account enrollment method (Mr*** enrolled online), the original account that was systematically generated remained in our system as a prospect account, which prompted him to receive a letter in the latest mailing for our fall campaign
When Mr*** called the toll-free number on the letter, ###-###-####, he reached our enrollment call centerHe informed us that the representative that he spoke to was unable to retrieve his account in the SLWA database after the verification information was providedThis issue will be appropriately addressed with the agent and management at the enrollment call centerMr*** then contacted our SLWA Customer Care DepartmentHe was informed by the agent that he does currently have an account and that the prospect account in question would be deactivatedThis is based on review of the recorded call and account notes
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 shareholdersI spoke to Mr*** on Monday, September 28, 2015, and again on Tuesday, September 29, 2015, to obtain and also to provide information on the cause and resolution to his issueI have advised him that I have personally adjusted the prospect account to Do Not Solicit and that his active account will be billed normally for his external sewer line warrantyMr*** was offered my office number to speak to me directly for any further questions or concerns
Very truly yours,
John K***
Customer Care Manager

Revdex.com:
For future reference, digging should never start before calling and having the utilities marked...no assumptions should be made as a natural gas explosion is a lethal matter. is the phone number you call before digging to protect yourself and others from unintentionally hitting underground utility lines.There are millions of miles of buried utilities beneath the surface of the earth that are vital to everyday living like water, electricity and natural gasis the federally designated call before you dig number that helps homeowners and professionals avoid damaging these vital utilitiesWhen you make the free call to a few days before you dig, you'll help prevent unintended consequences such as injury to you or your family, damage to your property, utility service outages to the entire neighborhood and potential fines and repair costs.Yes! Any type of digging requires a callBuilding a deck? Planting a tree? Installing a fence or mailbox? is the number you should call before you begin any project.Making the callCall from anywhere in the country a few days prior to digging, and your call will be routed to your local one call centerTell the operator where you're planning to dig. Your affected local utility companies will be notified about your intent to dig and will send locators to your dig site to mark the approximate location of buried lines with flags or paint.Remember: Always call before you start any digging project! You can help avoid injury, expense, embarrassment and a very inconvenient day without critical services like electricity, internet or phone.Wait for the marks! Utilities will mark their buried lines on your dig site.Most locate crews will arrive to mark your dig site with paint or flags within a few days and will make sure you know where to avoid digging so you don't hit buried utilites. Remember the depths of utility lines may vary and there may be multiple utility lines in the same area. Be sure to check your state laws for specific information.Digging SafelyYou called before digging, waited for your lines to be marked, and now it's time to roll up your sleeves and get to work! Make sure to always dig carefully around the marks, not on themSome utility lines may be buried at a shallow depth, and an unintended shovel thrust can bring you right back to square one - facing potentially dangerous and/or costly consequencesDon't forget that erosion or root structure growth may shift the locations of your utility lines, so remember to call again each time you are planning a digging jobSafe digging is no accident!
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,
*** ***