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,
*** ***

November 14,
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Patricia ***
Revdex.com
Holiday Drive, Suite Pittsburgh, PA Phone: ###-###-#### | Fax: ###-###-#### ***
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Claim ID: ***
Customer Information:? ? ? ? ? ? ? ? ? ? ?
*** * ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** *** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Daytime Phone: ###-###-####
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? E-mail: ***
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Dear Ms***
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Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to the *** when they contacted our company for assistance with their sewage backup and then, later, with a reimbursement request
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The *** enrolled in an External Sewer Line Warranty with SLWA on 10/2/On 8/12/2016, the *** reported an issue to our company and there is no dispute with the summary that the *** provided regarding the events that occurred to ultimately resolve the backup they were experiencing
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Subsequent to the completion of the claim, there were some internal miscommunications which led to a delay in reimbursing the *** for the expense they incurred when they hired their own contractorThe invoice in question was not received by the department which processes reimbursementsWhen the *** called in multiple times, their inquiries were not handled appropriately primarily due to a lack of oversight for interdepartmental handoffs
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We have identified and resolved the gaps in interdepartmental communicationAt this time, the information for the reimbursement was received and processedThe reimbursement package has been processed and a check is in transit via FedEx with a scheduled delivery for Monday, 11/14/2016, prior to 8PM.?
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SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholdersWe sincerely apologize for the confusion and inconvenience caused to the *** during this incidentWe have taken steps to ensure these delays do not occur again for either the *** or any of our other customers
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Very truly yours,
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Renee R***
Service Line Warranties of America
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We are in receipt of the complaint filed by Mr***, and regret to learn of his dissatisfaction For your background, Service Lien Warranties of America (“SLWA”) is now a part of the HomeServe Group of companiesAccording to our records, on 6/14/Mr*** advised SLWA that he was having
an Exterior Sewer Line issue under his homeWe deployed *** *** ***., to his home On 6/21/17, *** Plumbing went to Mr***’s homeAn SLWA agent spoke with Matt from *** Plumbing and was advised that Mr*** had a recent repair made before they was sent out to the home that was not done entirely up to codeMatt spoke with Mr*** and advised for him that the previous plumber needed to address the repair issue*** *** was unable to do any work at the property as he would be held liable and it would jeopardize the inspection of any work done on the covered line On 6/22/2017, Mr*** requested for us to send a different contractor to his homeWe sent *** * *** *** ***We informed Mr*** was informed that we assigned a new contractorMr*** contacted SLWA on 7/5/and 7/10/2017, to advise that *** had yet to follow up on the service callMr*** asked for the matter to be resolved within the next day.? On 7/10/2017, *** went out to Mr***’s home and found that the cause of the issue was a broken French drain, and not any portion of his covered exterior sewer lineThe French drain is not covered under Mr***’s external sewer line warranty (“Contract”) In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** on 8/21/The CAT team member went over ***’s findings with Mr***, advising that the broken French drain is not covered under his Contract, and there were no repairs needed to his exterior sewer lineThough it had no bearing to ***’s findings, we apologize for any inconvenience Mr*** experienced by the uncustomary delay in getting a service provider out to his home We trust this response provides Mr*** with clarity as to his Contract’s coverage benefits, and invite him to contact our Customer Advocacy Team if he wishes to discuss his customer experience furtherThank you for the opportunity to respond Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12953121, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
? Regards,
*** ***I don't understand why I should be inconvenienced because their business system is flawed.? If I receive any more late notices or phone calls, I will again complain.? There is no reason this should not be resolved immediately!!

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

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

We are in receipt of the
complaint filed by Mrs***, and regret to learn of her dissatisfaction
Service Line Warranties of America has been acquired by HomeServe USA in June
According to our records, she has
been enrolled in External Gas Line Warranty since September
15th,
1999, in Home Gas Line Warranty since February 28th, 2002, and in
External Water Line Warranty since January 10th, with Utility
Service Partners, Incthe service company for Columbia GasUtilities Service
Partners was bought out by Service Line Warranties of America in On
November 17th, Mrs***’s External Water Line Warranty
and In Home Gas Line Warranty lapsed out and was cancelled by Columbia GasOn
June 10th, there was a refund that was issued to Mrs
*** for $for the External Water Line coverage by Columbia Gas per
customer request
In response to this complaint, a
member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mrs***
on October 20th, and let her know that we will be issuing her a
refund for $We explained to Mrs*** how she enrolled in the
coverage and why we are refunding the funds we received and she understoodWe
are also providing her with a breakdown of the payments receivedIf Mrs*** 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 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 home On 5/10/2017, Mrs*** contacted SLWA and expressed her concern that ***’s had not completed the repair She explained that ***’s had been on site, however they did not have the equipment on hand and advised they would need to return SLWA’s Contractor Services department reviewed Mrs***’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 completed On 5/19/2017, Mrs*** spoke with our CSS and confirmed the line was working correctly Mrs*** 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

Thank you for all your helpThe situation has been resolvedThe company has mailed me a refund checkYou are amazing! God be with you alwaysSincerely, *** ***?

September 16,
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*** ***
Revdex.com
Holiday Drive, Suite Pittsburgh, PA Phone: ###-###-#### | Fax: ###-###-#### ***
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Claim ID: ***
Customer Information:? ? ? ? ? ? ? ? ? ? ?
*** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** * *** **
? ? ? ? ?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? *** ** ***
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Daytime Phone: ###-###-####
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? E-mail: ***
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Dear Ms***
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Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr*** when he cancelled his service line warranties with our company
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Mr*** enrolled in an External Water Line Warranty with SLWA on 3/10/He later enrolled in an External Sewer Line warranty with SLWA on 7/21/On that date (7/21/2016), he reported an issue to our company and we sent a network contractor out to investigateThe contractor informed us that the issue was not a covered itemMr*** decided to cancel his warranties with us
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Mr*** should have received a refund of the full amount paid in on the External Sewer Line Warranty ??" $??" and he didThe $that was charged to his credit card was refunded back to that same card on 8/11/Unfortunately, issuing a refund for the remaining term of his External Water Line Warranty ??" which was paid up until 3/10/??" was missed
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We have initiated the refund process for the remaining balance on that warranty ??" $??" which reflects the unused term of the warranty agreement based on an annual payment of $No additional fees have been withheld from the refund amountA refund check for the $will be fedexed to Mr***’s address of record by the end of the week
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We sincerely apologize for any confusion that we caused when we refunded only one warranty to Mr*** after the cancellation and for any misinformation provided to him because of the mbetween the two warranties and their respective refunds
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SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholdersAfter confirming that the refund was ready to be issued, I contacted Mr*** directly at the phone number associated with this complaint and explained the situation and provided Mr*** my direct contact information in case there are any future issues
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Very truly yours,
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Renee R***
AVP, Customer Care
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October 30,
Complaint ID: ***
Customer Information: *** ***
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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

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[redacted], and regret to learn of his dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, on August 30, 2017, Mr[redacted] called Service Line Warranties of America (“SLWA”) and advised
that his main sewer line backed upSLWA deployed a plumbing contractor, [redacted] Plumbing (“[redacted]”) to assist Mr[redacted] with the plumbing emergencyLater that day, Mr[redacted] called back and advised that [redacted] hadn’t contacted him as yetSLWA contacted [redacted] and they advised that they were unable to take on additional work at that timeSLWA advised Mr[redacted] that his service call would be assigned to another contractor, who would contact him the next morningOn August 31, 2017, [redacted] (“[redacted]”) was deployed to assist with Mr[redacted]’s plumbing issue On September 1, 2017, Mr[redacted] advised that [redacted] had yet to contact him to schedule an appointment.? SLWA contacted [redacted] and they clarified that they made several unsuccessful attempts to reach Mr[redacted] scheduled Mr[redacted]’s appointment for the next dayOn September 2, 2017, [redacted] advised us that the sewer was damaged and needed to be repaired[redacted] scheduled the work to commence on September 5, [redacted] completed the work, advising SLWA that the service call was closed on September 6, In response to this complaint, which was filed before the repair was performed and completed, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr[redacted] on September 27, We confirmed with Mr[redacted] that he was satisfied with the plumbing work.? Mr[redacted] stated that he filed his complaint with the Revdex.com before the repair wasWe provided Mr[redacted] with a $gift for the inconvenience that was caused during the repair.? If Mr[redacted] has further questions regarding this matter, he may contact our CAT agent directly at [redacted]We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Ms***, and regret to learn of her dissatisfactionUpon receipt of this complaint our Customer Advocate reached out to Ms*** who advised the her Goodwill check had been returned by the bank which also led to a charge to her bank account
Our Customer advocate advised we have a control in place to protect against unauthorized or fraudulent check transactions and we believe your check may have been inadvertently flagged and unpaid.? We will send you a new draft overnight, and reimburse all fees you may have incurred as a resultThe check has been sent to Ms***We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

January 30, 2017Service Line Warranties of America regrets any concern caused to Ms*** *** in regards to her External Sewer Line Warranty enrollment.Based on our records, a Service Line Warranty of America account was established in our billing system for Ms*** on October 11, 2016,
upon receipt of a signed billing response cardAs per Ms***'s request, the account has been cancelled and updated to do not solicit (email, phone, and direct mail)Service Line Warranties of America will automatically cancel an account after billing cycles of non-paymentThis is an internal process at Service Line Warranties of America; no charges to Ms*** have or will be provided to any credit reporting agencies.Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholdersWe apologize for any miscommunications or misunderstandings to Ms***.Very truly yours,John K***Customer Care Manager ?

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

We are in receipt of the complaint filed by Ms***, and regret to learn of her dissatisfaction
According to our records, on 7/27/2017, Ms*** contacted Service Line Warranties of America (“SLWA”) to report a sewer backup, and requested a service call under her External Sewer Line
coverage (the “Contract”) SLWA deployed ** *** (“**”) and they confirmed the line was clear and flowing on 8/1/
On 8/6/2017, Ms*** contacted SLWA to advise she was experiencing another backup, and requested another service callAA was deployed to the property, and advised a backflow preventer would need to be installed to prevent the backup from occurring again Ms*** requested to have AA run a camera through the sewer line, however AA advised a camera was not needed, as they had performed a camera inspection on the previous service callAA stated Ms*** had been advised a back flow preventer needed to be installed to prevent backups when it rainedA member of SLWA’s Contractor Services department spoke with Ms*** and advised the repair would not be covered as a back flow preventer had not been installed
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with Ms*** on 8/24/ Ms*** advised she had work completed on her own, and agreed to provide the invoices to our CAT agentAfter a full review of the invoices, our CAT agent contacted Ms*** on 8/29/2017, and 8/30/2017, but was unsuccessful SLWA is providing Ms*** a reimbursement of $89.00, as it was not clearly communicated to Ms*** that a back flow preventer was a necessary component of her sewer lineWithout a back flow preventer Ms*** would continue to experience sewer backups any time there is a significant amount of rainfall As Ms*** did not have a back flow preventer at the time of the backup, installing one would be considered an upgrade to her line and would not be covered under the ContractThe second invoice provided by Ms*** was for a camera inspection As Ms*** had been advised that SLWA would not cover a second camera inspection, we will not be providing a reimbursement for this portionMs*** should expect her reimbursement check of $within 10-business days If Ms*** has any further questions, she may contact our CAT agent 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[redacted], and regret to learn of her dissatisfactionAccording to our records, on August 21, 2017, Mrs[redacted] called in to file a claim for reimbursement for her gas line repair that she paid for out of pocket forMrs
[redacted] was advised that we would need a copy of her invoice from the repair she paid for in order for the reimbursement process to be started.On August 22, 2017, Mrs[redacted] called in to check on the status of her reimbursementMrs[redacted] was told that her invoice had not yet been receivedOn August 23, 2017, Service Line Warranties of America received a copy of the repair invoice from Mrs[redacted]On August 28, 2017, Mrs[redacted] called in to check on the status of her reimbursementMrs[redacted] was told that she would have to sign the release of liability (ROL) form and send it back to us.? ? All customers who request a reimbursement must fill out the (“ROL”) in order to start the reimbursement considerationThe ROL was received from Mrs[redacted] and reimbursement was sent via FedEx on September 13, In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reached out to Service Line Warranties of America on 9/11/to follow up on the reimbursementThe CAT agent was told that the reimbursement was being processed and will be sent to the customer on 9/13/The CAT agent requested to have the reimbursement sent via FedEx standard overnight delivery.? On September 13, 2017, the CAT agent contacted Mrs[redacted] and provided her with the FedEx tracking number for her reimbursementIf Mrs[redacted] has any further questions regarding this matter, she may contact our CAT agent directly at [redacted]We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Ms*** and are happy to report that the matter has been resolved to her satisfaction On 2/20/2018, Ms*** reported a backup from the main sewer line into her homeContractor *** *** *** *** (“***”) was onsite that same day and
attempted to clear the blocked sewer lineAfter being unable to clear the sewer line, the contractor determined the line needed repairs.? *** determined the tree near the sewer line would need to be removed in order to move forwardOn 3/6/2018, approval for a second opinion was authorizedOn 3/9/2018, *** *** was on site and they also determined the line was blocked and impassableOn 3/14/2015, *** *** provided an estimate to move forward with a repair without having to remove the treeThe estimate was approved on 3/15/In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Ms*** on 3/12/Ms*** advised that her complaint had been resolved and she had no further concerns We thank you for the opportunity to respondIf Ms*** has any further questions, she can contact us directly at ***