Tom Phillips Agency

We reviewed the complaint filed by Mrs*** and are happy to report her issue has been resolved
On 1/24/18, Mrs*** 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*** 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*** called in to enroll in Exterior Water Line Coverage with HomeServe USA Mrs*** inquired at that time on additional coverages offered through HomeServe USA We took the opportunity to advise Mrs*** that she is currently enrolled in one of those coverages with one of our recently acquired subsidiaries, SLWAThe agent then offered to cancel Mrs***’s SLWA Coverage and refund the annual amount paid, $ This would ensure that Mrs*** 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*** on 4/9/ We apologized for the confusion, confirmed we have the correct HomeServe Coverages enrolled, and that Mrs*** did not receive the refund yet for her cancelled SLWA Coverage Upon that confirmation we transferred the paid balance of $on Mrs***’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*** for their continued patience and thank you for the opportunity to respondIf Mrs*** has any further questions 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 processingIn 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

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 Mrs***, and regret to learn of her dissatisfactionIn 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

Good morningCompany did not do as they agreed.Bob R*** is no longer returning callsThank you

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, Mr*** contacted Service Line Warranties of America (SWLA) October 13th, 2017, to
make a one-time payment of $7.75, and the payment went through twiceWe informed Mr*** that since the payment went through twice he would have a credit on his accountOn October 17th, Mr*** called SWLA about the double billing because he did not see it go through on his bank accountWe advised Mr*** to call back in a couple of days and he will see the credit on his accountMr*** also stated that he was having issues with his online password and every time he resets his password online he does not get it in his emailIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** about the billing issue, and informed him that there would not be a double payment for his coverageThe customer advocate advised Mr*** that we are actually crediting the account so he want owe anything and providing him with a free month of serviceMr*** then stated how can he go online and make a payment since his password will not reset, and stated that he was told that the password will not reset because SWLA is getting a new systemThe customer advocate advised Mr*** of the acquisition of SWLA to HomeServe, and explained that he could call in and make his payment until acquisition process is completedThe customer advocate explained that Homeserve does have a website that he can go online and make an account, but it will not allow him to make a payment online. 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

I don't know how they tried to contact me but I don't have a phone anymore. don't need one and all I got was spam calls anyway. they paint a good picture of themselves, in their reply they are stating all the mail and emails they sent me, funny I never got a oneif they are so "rosy" look on your site at all the comments from other customers saying how badly they were treated. not much on the site good to say about them. they admit to getting the emails I sent and that they had computer problems but why didn't they answer any of them then?? I started with them when I got a letter on city letter head signed by the mayor. I have also sent a letter of complaint to the mayor and the city administrator I just want to be rid of them

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, Mr*** contacted Service Line Warranties of America on November 11th, because he
received a cancellation letterWe called reached out to Mr*** that same day to go over the cancellation letter, but we were unable to reach him and we left a voicemailOn November, 22nd, 2017, we were able to speak to Mr*** about his complaint, and we went over the letter he receivedIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** on November 27th, 2017, and spoke to him about his complaintMr*** explained that he had a contractor coming out todayMr*** asked if he was enrolled in the exterior water line and exterior sewer line coverageThe customer advocate advised Mr*** that he was enrolled in both coverages and provide Mr*** with the contact number in case he had an emergencyIf 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

December 7, 2015Complaint ID: ***Customer Information: *** *** Dear Ms***,I am writing in response to Ms***’s message to the Revdex.com dated November 13, 2015: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.The correspondence I received from Sewer Line Warranty was delivered to *** Plumbing (previous contractor who did work prior to me having a warranty) They sent a technician out to investigate the allegations Their findings where that the was no negligence found in the clean out they installed I forwarded this information to MrJohn K*** (Sewer Line Warranties) they contracted another company to come out The other company came out on 11/10/and diagnosed the problem I contacted MrJohn K*** on 11/12/for an update on when work will be performed I have not heard back from MrK*** as of yet The bottom line is I have been paying for a warranty since June of I pay my deductible on time every month without lapse Sewer Line Warranty of America should fix my issue They have failed to do so This is the reason I do not accept the response made by Sewer Line Warranty of America This issue occurred in 09/30/and we are well into November and nothing has been done.Regards, *** *** Ms*** advised Service Line Warranties of America by email on Wednesday, November 4, 2015, of the following: *** Plumbing, the private contractor that completed the work on her sewer line, was out to inspect the sewer line on Monday, November 2, 2015, in response to our initial contracted plumber’s (***) determination of third-party negligence*** concluded that there was no negligence on their part concerning the repair/service completed on Ms***’s sewer line (the email also included a PDF file with ***’s assessment)I replied to her email by voicemail the same day informing her that Service Line Warranties of America will accommodate, at no cost to her, a second service call by another contracted plumber to inspect the sewer line as a second opinionMs*** then emailed me back for information, to which I replied with the name of the contractor, ***, and I advised that they would contact her to set up an appointment when convenient with her to camera the lineOn Thursday, November 12, 2015, Ms*** emailed me to advise that our contractor, ***, was at her residence on Tuesday, November 10, 2015, to camera her external sewer lineShe was requesting status on the claimI replied, via email, that I would confirm and provide the information to herOn Friday, November 13, 2015, I emailed Ms*** the determination by *** of the second opinion as well as the attached camera footage of the sewer line (with audio) to herThe determination (second opinion) by *** mirrored the initial claim of our contracted plumber, ***Please refer to the determination documented below by our Contractor Services ManagerThis information was included in my email to Ms*** on Friday November 13, 2015:John, Lee from *** explained the same thing as *** didThe cleanout was installed, by our customer’s privately hired contractor, incorrectlyIt has back fall which is causing the issues and will continue to until she has her own contractor fix itThe rest of the sewer is in good shape as it conveys wastewater properlyI have attached the email with the video from ***On the video you can listen to Lee explaining the situation to our customer several timesService Line Warranties of America regrets any frustration and inconvenience caused to Ms*** in regards to her sewer line repairOn Monday, December 7, 2015, I spoke to Ms***She has advised me that her sewer is currently open and flowingWhereas the service/repair that was made to her external sewer line by her private contractor prior to her claim filed with SLWA is not a covered item under our terms and conditions, we have accommodated Ms*** with the option of a semi-annual sewer line jetting (maintenance)She has also been informed that if she experiences any sewer line issues prior to the six-month jetting, she can file a claim through SLWA, at which point we can adjust her maintenance schedule if necessaryMs*** confirmed that this was acceptableI have assured her that she can contact me directly via phone or email with any further questions, concerns, or assistance that she may requireVery truly yours, John K***Customer Care Manager

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

We reviewed the complaint filed by Mrs*** and regret to hear of her dissatisfaction
On 4/3/2018, Mrs*** reported signs of a water service line leak to HomeServe for her External Water Service Line CoverageOn 4/4/2018, our contractor *** *** *** went on site and were unable to
confirm the location of the leakOn 4/8/2018, Mrs*** reported dissatisfaction with the rescheduling with *** *** ***, causing a delay in diagnosticsShe requested we send a new company to her property to proceed with the workOn 4/9/2018, our contractor, *** *** was onsite and determined further leak detection was needed before repairs could be determinedOn 4/13/2018, *** *** was onsite, the further leak detection determined the leak was inside the homeThe customer does not carry Internal Plumbing coverageMrs***’s current Exterior Water Service Line coverage covers the line that supplies fresh water to her home from her Utilities responsibility to the external wall of her home Due to an immediate family emergency, HomeServe has offered to complete the needed internal repairs as a courtesy for Mrs***
In response to this complaint, a member of our Customer Advocacy Team will remain in communication with Mrs*** and monitor the progress of our contractor to facilitate the timely completion of Mrs***’s repairs
We thank Mrs*** for her continued patience and thank you for the opportunity to respondIf Mrs*** has any further questions, feel free to contact us directly at ***

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 Mr***, and regret to learn of his dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, Mr*** contacted Service Line Warranties of America on November 11th, because he
received a cancellation letterWe called reached out to Mr*** that same day to go over the cancellation letter, but we were unable to reach him and we left a voicemail On November, 22nd, 2017, we were able to speak to Mr*** about his complaint, and we went over the letter he received In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** on November 27th, 2017, and spoke to him about his complaintMr*** explained that he had a contractor coming out todayMr*** asked if he was enrolled in the exterior water line and exterior sewer line coverageThe customer advocate advised Mr*** that he was enrolled in both coverages and provide Mr*** with the contact number in case he had an emergencyIf 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 find that this resolution is satisfactory to me.
Regards,
*** ***

We reviewed the complaint filed by Mr*** and we are sorry to learn of his dissatisfaction
Our records show that, on 10/29/Mr*** enrolled in External Sewer and In-Home Plumbing coverageOn 11/26/16, Mr*** called in to inform us that he had work completed by a private
plumber thinking that he had a day waiting periodMr*** stated that he paid $4,for the repair work11/26/16, we requested Mr*** submit the repair invoice to be reviewedOn 12/27/17, Mr*** 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*** followed up on his reimbursement which was the second call he madeOn 1/23/17, we received Mr*** 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*** a copy of the Release of Liability to ***We only gave $2,back for the reimbursement because that is the average cost of a sewer line repairOn 3/24/Check number *** for $2,was cutWe overnighted the check to the customer on 3/29/17, tracking number *** via FedEx

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 dissatisfactionService Line Warranties of America has been acquired by HomeServe USA as of June HomeServe USA (“HomeServe”) marketed the Water Service Line Service contract (“Contract”), and will respond with
our position in relation to this consumer complaint.According to our records, Mr*** enrolled in the External Water Line Coverage (“Contract”) on October 15th, 2014, paying the annual fee of $The Contract renewed on an annual basis, at the same cost, up to the current contract term, due to renew on October 15, On August 7, 2017, we mailed Mr*** an advance notice advising him that the cost of his Contract would be changing upon renewal, to $per annual termOn September 11, 2017, we received payment from Mr***, in the amount of $39.00, via our websiteIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called Mr*** and spoke to him on September 25, The Customer Advocate advised Mr*** that we did indeed send him an advance notice by mail, advising of the Contract’s renewal price changeIf Mr*** has further questions regarding this matter, he may contact our Customer Advocate at ***.We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We reviewed the complaint filed by Mr*** and are happy to report that the matter has been resolved to Mr***’s satisfaction
On 11/13/17, Mr*** reported a claim for his Sewer line to Service Line Warranties of America, a HomeServe Company The service job was deployed to ***
Contracting (“***”)On 12/20/17, Mr*** called with concerns about his yard, and requested to see the video from the camera inspection*** confirmed with our Contractor Management Team, that they misdiagnosed the utility line locations in the yard, causing a lot of digging in the customer’s yard that did not need to take place*** provided in the same update that approximately yards of dirt was removed but they had not raked or seeded due to the weatherMr*** was advised that *** would come back in late spring or early summer to reseed and strawMr*** stated they could not wait that long due to the amount of digging that was done and had to get restoration startedWe called *** and discussed the camera footage and the restoration neededOn 12/22/17, we advised Mr***, his line is maintainable even with a crack in the pipe because the line is not broken or backing upMr*** stated they were concerned there would be future repairs that will need to be done and his yard would be dug up againMr*** requested for *** to backfill and to remove the machinery & equipment from his property On 1/26/18, we followed up with Mr*** and advised of ***’s scheduling availability for restorationMr*** advised there was also some decorative bushes and landscape lighting that was damaged during the digging process On 3/29/18, Mr*** stated that he would be contacting the Revdex.com because *** never came back to fix the mess they caused while completing the prior repairsMr*** paid out of pocket for his yard restoration and requested reimbursementWe advised Mr*** that to qualify for a reimbursement work would have to be done by a licensed contractor, which his restoration was notMr*** states he has spent many hours of his time for which he was not expecting reimbursement, but wants reimbursed for the seed, bushes, and the landscape fixtures he had to replace
In response to this complaint, on 4/5/a member of HomeServe’s Customer Advocacy Team (“CAT”)
called and spoke to Mr*** regarding his complaintMr*** stated that he had multiple issues with the contractor and believed the contractor did not restore his yard properlyMr*** advised he had to put in fill dirt, seed, straw and replace bushes out of pocketOn 4/10/2018, the member from CAT as a courtesy offered Mr*** $towards his costs spent on restoration to his yard As a token of appreciation for his patience, we also waived the remaining costs on Mr***’s Exterior Sewer/ Septic Line coverage for this contract year Mr*** accepted the $goodwill and the waiving of the remainder of his contract cost
We thank Mr*** for his continued patience and thank you for the opportunity to respondIf Mr*** has any further questions feel free to contact us directly at ***

October 19,
*** ***
Revdex.com
Holiday Drive, Suite Pittsburgh, PA Phone: *** *** * *** *** *** ***
Claim ID: ***
Customer
Information: *** * ***
*** ** ***
*** ** ***
*** *** *** ***
*** ***
Dear Ms***
I am writing in response to the complaint regarding Service Line Warranties of America’s (SLWA) recent mailing to the *** ** *** ***, and the use of the city logo and Mayor’s, *** ***s, signature
SLWA operates through a partnership with more than 300 cities across the nation, including the City of *** as of June 21, Together, city officials and SLWA work together to craft educational marketing letters we mail to local residentsCity leaders are offering this voluntary program to residents as an option to protect their homes from the high costs of water and sewer line repairsThe city announced the program to residents on the city website, http://www.***
As an accredited Revdex.com company, we operate within Revdex.com guidelines for all business practices, including our communicationsOur commitment to these standards is evidenced by SLWA’s selection as the Winner of the Western Pennsylvania Revdex.com Torch Award for Marketplace Ethics
Thank you for sharing your comments with usIf you have any further questions or concerns, please feel free to reach out to me directly at ###-###-#### or ***
Sincerely,
Renee R***
Service Line Warranties of America

We reviewed the complaint filed by Ms*** and happy to advise this issue has been resolved According to our records, Ms*** enrolled in Service Line Warranties of America (“SLWA”) External Sewer Line warranty, on 12/23/2015. HomeServe acquired SLWA in June of 2016.
On March 12, 2018, Ms*** Called SLWA to report a plumbing breakdown in her home We sent a contractor to the Ms***’s home, but because of scheduling difficulties, Ms*** did not receive the standard of care that our customers have come to expect. In response to Ms***’s complaint, a member of HomeServe’s Customer Advocacy (“CAT”) team contacted Ms*** on April 10, 2018. The CAT member agreed to honor the customer’s request of a $goodwill gestureWe ask that Ms*** please allow up to business days for the check to arrive. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond