Tom Phillips Agency

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 account On 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 email In 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

We are in receipt of the complaint filed by *** ***, and regret to learn of her dissatisfaction According to our records, on June 21st, Mrs*** called us because her outdoor light was not working, and escalated the issue to the HomeServe Customer Advocacy team because we sent out
a contractor before and, the issue reoccurredThe Customer Advocate scheduled a contractor called 1st Quality Electric to go out to her home, but the contractor could not reach Mrs*** to schedule the appointmentMrs*** then contacted The Customer Advocate on July 3rd, to schedule an appointment to get her light fixed because she had not been home when the first contractor calledThe Customer Advocate scheduled *** *** to go out to Mrs***’s home and they completed the repair on July 6th, On the same day, Mrs*** contacted the Customer Advocate and stated that the contractor broke her window when he opened it, and also caused a 2”x4” board across the top of the window to break as well On July 11th, 2017, *** *** confirmed to us that their technician did indeed open the window during the course of the repair, and that it broke while they were using it*** *** followed up and sent us photos of the damaged window On July 12th, 2017, we requested photos from Mrs*** to review the details of her reported damages, which Mrs*** immediately furnished for usWe also reached out to *** *** to get a cost estimate to repair the damages in questionBy July 20th, 2017, we had yet to receive a cost estimate from *** ***Thus, our Customer Advocate offered Mrs*** the opportunity to get an estimate for the repairs from her own contractorOn August 3rd, 2017, we received an estimate from Mrs*** drawn up by a company called *** *** *** totaling $1,The estimate was to remove the window entirely, seal up the area, and perform a repair to an old broken floor joist near the window The Customer Advocate reviewed the estimate with our Regional Operation Management, and we resolved that the estimate’s repair work was out of scope with the reported damages to the window and, in fact, did not mention any repairs to the actual windowThe Customer Advocate reached out to *** *** *** for clarification on the scope of the proposed repairs On August 29th, *** *** *** contacted HomeServe and explained that the estimate was written up at Mrs*** direction, and that she expressly advised that she didn’t want the window replacedThey advised that Mrs***, instead, wanted the window removed from her basement entirely, and the area where the window currently resides to be sealed up completelyWe continued to reach out to *** *** for their own damage estimate, as well as Mrs*** to communicate our findings thus farOn September 18th, 2017, *** *** offered $toward the repair of Mrs***’s window and, on October 5th, we successfully contacted Mrs*** to let her know that we would only consider paying to replace the damaged window, but not to repair the damaged floor joist, or to remove the window and seal up the basementMrs*** agreed to not have the window removed, but still insisted that we pay for repairing the damaged floor joist advising that she believed it was damaged when *** *** opened her basement window The Customer Advocate called *** *** *** to clarify what they found regarding the floor joist’s condition, and asked them if the floor joist was indeed damaged when *** *** opened the window*** *** *** advised that the joist was actually a larger 2”x 8” board, not a 2”x4”, and that there was no way that opening the window damaged the floor joistThey advised that he floor joist’s damages were older than the reported date of loss, and reiterated that it was not damaged as a result of opening the windowThus, we resolved to offer Mrs*** $450.00, to repair her Window, which was more than the equivalent costs to purchase and install a new window similar to the broken window in questionOn October 10th, our Customer Advocate called Mrs***, leaving her a voicemail message with the complaint resolution offer In response to this complaint, our Customer Advocate again reached out to Ms***, finally speaking with her on October 19th, He offered her the $as a payment directly to her to get a window installed, and Mrs*** accepted the offerIn fact, she accepted the offer, but said that she would take the money, and still seek out money via legal meansThe Customer Advocate then sent Mrs*** a copy of a release letter, asking that Mrs*** sign, notarize, and return to HomeServe ??" at which point we will send her a check for $within five (5) business daysTo date, we have not received a response from Mrs*** regarding the release We invite Mrs*** to reach out to us if she has further questions regarding this matter, by calling our Customer Advocate at ***We thank you for the opportunity to respond

December 7, 2015Complaint ID: [redacted]Customer Information: [redacted]? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Dear Ms[redacted],I am writing in response to Ms[redacted]’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 [redacted], 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 [redacted] 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[redacted] (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[redacted] on 11/12/for an update on when work will be performed? I have not heard back from MrK[redacted] 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, [redacted] Ms[redacted] advised Service Line Warranties of America by email on Wednesday, November 4, 2015, of the following: [redacted] 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 ([redacted]) determination of third-party negligence[redacted] concluded that there was no negligence on their part concerning the repair/service completed on Ms[redacted]’s sewer line (the email also included a PDF file with [redacted]’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[redacted] then emailed me back for information, to which I replied with the name of the contractor, [redacted], 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[redacted] emailed me to advise that our contractor, [redacted], 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[redacted] the determination by [redacted] of the second opinion as well as the attached camera footage of the sewer line (with audio) to herThe determination (second opinion) by [redacted] mirrored the initial claim of our contracted plumber, [redacted]Please refer to the determination documented below by our Contractor Services ManagerThis information was included in my email to Ms[redacted] on Friday November 13, 2015:John, Lee from [redacted] explained the same thing as [redacted] 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 [redacted]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[redacted] in regards to her sewer line repairOn Monday, December 7, 2015, I spoke to Ms[redacted]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[redacted] 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[redacted] 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[redacted]Customer Care Manager?

October 30,
Complaint ID: [redacted]
? ? ? ? ? ? ? ?
Dear Ms[redacted]
Service Line Warranties of America regrets any frustration or concern caused to Ms[redacted] 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 [redacted], 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[redacted]Customer Care Manager

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

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 10,
?
Complaint ID: [redacted]
Customer Information: [redacted]
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Dear
Ms[redacted]
Columbia Service Partners (CSP) regrets any frustration or inconvenience caused to Mr[redacted] regarding the condition of his lawn and flowerbed after the external gas line repair was performed at his residence
On August 20, 2015, an external gas line warranty claim was filed by Mr[redacted] after inspection by his gas companyOnce the service was completed, our network contractor backfilled and replaced the sod over the access holes that were dugOur records indicate that Mr[redacted] contacted CSP on September 8, 2015, to advise us of the condition of the lawn after the contractor finished the job: dirt was left in the flowerbeds, there had been no attempt to level the area (sod), and plants were destroyedHe also provided photos of the yard and flowerbedCSP informed Mr[redacted] that the contractor would return the following week to level and seed the areasHe advised me during my conversation with him on November 4, 2015, that the follwork on his property the following week was not adequate or to his satisfaction
Columbia Service Partners is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors and shareholdersMr[redacted] has been compensated with a $gift card as reimbursement towards the landscaping bill from his private contractor based on CSP’s terms and conditions to provide basic site restoration: filling in holes, mounding (to allow for settling), raking and seedingHe was forthright in his request for reimbursement of only the items associated with our contracted service as well as providing information pertaining to the claim and our network contractorI have provided Mr[redacted] with my contact information to contact me personally for any further questions or concerns
Very truly yours,
John K[redacted]
Customer Care Manager

The purpose of this message is to confirm receipt of your lettered dated Tuesday, April 17, which forwards the final response sent from tHomeServe to the Revdex.com regarding the status of this complaint.? Furthermore, I wish to advise you that I concur with the response provided by HomeServe and consider the case closed.Thank you for your assistance in my getting resolution on this concern.? If you had not intervened on my behalf, I am confident that I would not have been able to speak directly to a company representative willing to and capable of resolving the complaint.Again, thank you.[redacted]

? We are in receipt of the complaint filed by Ms*** and are happy to report that this matter is resolvedAccording to our records, Ms*** enrolled in Exterior Sewer/Septic Line coverage ("Coverage") by Service Line Warranties of America ("SLWA"), a HomeServe company("Coverage") on
January 18, Ms*** set up payments for the Coverage to come from her bank every monthOn March 22, 2018, we sent Ms*** a suspension notice because we had not received the expected monthly paymentsOn April 12, 2018, Ms*** called us to confirm the transaction numbers and the dates that her payments had cleared from her account as proof that she had made payments for her CoverageOn April 22, 2018, Ms***’s Coverage was suspended once againOn May 21, 2018, the coverage cancelled for non-paymentIn response to this complaint a member of HomeServe’s Customer Advocacy Team ("CAT") contacted Ms*** on May 24, The CAT member apologized for the frustration with the billing issues to Ms*** and confirmed that the Coverage was cancelledMs*** stated that she would prefer to have the Coverage reinstated as long as the billing issues were resolvedThe CAT member re-enrolled Ms*** in the Coverage and given the billing issues and Ms***’s experience offered to discount the first year of paymentsMs*** accepted this offerWe 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[redacted] and regret to learn of his dissatisfaction.? ? According to our records, Mr[redacted] enrolled in External Sewer Line Warranty (“Coverage”) offered by Service Line Warranties of Canada (“SLWC”), a HomeServe company, on August 22,
2017.? On December 28, 2017, we experienced a billing error which caused Mr[redacted]’s account to appear incorrectly as past due.? In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr[redacted] on May 29, 2018.? The CAT member apologized for the situation and confirmed that according to our records, Mr[redacted] was not behind in his payments and that his Coverage was in good standing in our system.? The CAT member agreed to send Mr[redacted] an email confirming this information.? The CAT member provided his direct contact information to Mr[redacted] in the event there were any further questionsMr[redacted] accepted this resolution.? We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

I enrolled with slwoa for sewer line coveragethis was approxyrs agoI paid my monthly fee of $each monthlast fall I couldn't log in to make a payment, said my password was wrong, its the same one I always usedI have sent them emails about this and have never gotten a reply to any of themI called their number and it was answered by someone in CanadaI told him the problem and he replied that the company was changing its name and that I should be able to log in in a cpl of daysthat they were changing the computer all overdays later I could still not log in and I called them again and the first guy I talked to wasn't thereI was told he only works weekends and that they would leave a message for him to call meI couldn't talk to the 2nd guy cause he said since I talked to someone already that I had to talk with himwell its months later and he still hasn't called meI tried loggin in again today and it says my password is still wrongthe 5th email I sent I told themt o cancel my policy and didn't get a reply from themToday I get a bill in the mail for the last months and they are reporting me to the credit bureau as seriously PAST DUEI think they are a fly by night company and when I searched the net for reviews, almost all of them say they had trouble with the company when they needed repairs, they kept delaying anyone to answer the call and get the repairs madeI just want them to honor my request to cancel the policy and throw away the billthink its kind of hookey for them to keep my policy in effect when I don't pay they, additionaly this is the first time they have sent me a billmust be hard up for moneyTranslatecancel the policy I told them to do months agoremove the bill from I account as I have no intention of paying it after I told them to cancel correct the credit reporting to the credit bureau and get rid of the seriously past due on my credit report

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

We are in receipt of the complaint filed by Mr[redacted], and regret to learn of his dissatisfaction
According to our records, on 7/20/2017, Mr[redacted] contacted Service Line Warranties of America (“SLWA”) to report an issue with his sewer line, and requested a service call under his External Sewer
Line Repair plan (the “Contract”)SLWA deployed Drain & Plumbing Service, and they were onsite 7/21/ While on site the contractor identified a clog in the line, due to an intrusion of rootsAs there was not a break present, and the line appeared to be flowing, no repair was completed
On 8/1/2017, Mr[redacted] contacted SLWA and advised that he had a repair done on his own, and requested a reimbursement SLWA reviewed the invoice, and provided Mr[redacted] with a reimbursement in the amount of $1, In response to this complaint, on 8/22/2017, and 8/23/2017, a member of our Customer Advocacy Team (“CAT”) attempted to contact Mr[redacted] but was unsuccessful If Mr[redacted] has any further questions, he may contact our CAT agent directly at [redacted]
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

August 11, 2015Claim ID: *** Dear Ms***
Service Line Warranties of America sincerely apologies for any inconvenience or frustration caused to Ms*** *** in regards to her billing/refund issue
Ms*** enrolled online Sunday May 31, for external water and sewer
line warranty coverage to be billed at an annual cost of $She selected the automatic credit card draft optionOn Thursday June 25, Ms*** contacted SLWA to advise that her credit card was billed twice, once on Sunday May 31, for the initial payment and again on Wednesday June 24, A billing error occurred in which her credit card was actually charged for a monthly draft as opposed to the annual draft (Wednesday June 24, 2015)As a result of the billing issue a system repair ticket was submitted to correct the errorThe refund request in the amount of $was also submitted the same day for the second credit card draft
Ms*** contacted SLWA on Friday July 17, and again on Thursday July 24, to inquire on the status of her refund which she had not received at that pointDue to a backlog on the processing of refunds, the actual receipt dates of checks for our customers were delayed considerablyOn Tuesday August 4, SLWA received her Revdex.com complaintI have contacted Ms*** the same day to advise her that I am personally reviewing her issue: she has informed me that she would prefer to have her refund applied to her credit card rather than receiving a paper check which I have offered to process and overnight to her the same dayI then forwarded a confirmation email to the address listed on the complaint (***) with direction to reply or call me with any further questions or concerns pertaining to her issue or account
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 have called Ms*** at ###-###-#### as a follow up to confirm the refund being applied to her credit cardI left a message on her voicemail to reply to my email or contact me on my office number, ###-###-####, as well as sending a second email with this informationOn Saturday August 8, Ms*** notified me by email that the credit amount of $was applied to her credit card
Very truly yours,
John *** Customer Care Manager

September 8,
?
Claim ID: [redacted]
Customer Information:
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted]
[redacted]
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted]
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? [redacted]? [redacted]
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Daytime Phone: ###-###-####
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Evening Phone:? ###-###-####
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? E-mail: [redacted]
?
Dear Ms[redacted]
?
Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr[redacted] when he filed an External Sewer Line Warranty claim
?
On March 4, 2016, a network contractor was dispatched to the [redacted] residence for a clogged sewer lineWhen the initial contractor could not open the line, a secondary work order was opened for a new plumberThe second contractor advised that the sewer line was broken at the tap and that he would contact the city to gather more informationOn June 8, 2016, our records indicate that the [redacted]s advised SLWA that the second contractor assigned was delaying the job
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On June 20, 2016, Mrs[redacted] contacted SLWA for an update on the status of the claimWe informed her that she would get a callThe same day Mrs[redacted] was contacted, a new network contractor was dispatchedOn June 24, 2016, a camera was run through the sewer line to capture footage which in turn was sent to SLWA on June 29, Based on the results, a cleanout needed to be installed in order to jet the line for a better view of the pipeThe cleanout installation cost was covered by SLWA
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On July 15, 2016, Mrs[redacted] called to discuss the claimA break was located on the city side of the lineOur network contractor was waiting for approval from SLWA to do the repairOn August 1, 2016, Mrs[redacted] called to get an update on the service; however, the contractor was on vacation at this time
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On August 16, 2016, SLWA was contacted for an update and also informed that the sewer line was backing up againThe [redacted]s stated it was an ongoing issue and that they were unsure of the status of the permits and the work to be done under the street
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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 shareholdersTaking into consideration the multiple claims and the requirements of city permits and service, the experience for the [redacted]s was obviously less than satisfactoryAfter review of the claims and the Revdex.com letter, our Contractor Services Department identified a breakdown in oversight relating to jobs that are placed in a paused status, such as waiting for permits or input from the cityThe issue has been surfaced and checks have been put in place to prevent this issue from occurring again
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Specific to the [redacted]s’ claim, our Contractor Services Department contacted Mrs[redacted] to ensure that the work would be completed to their satisfactionThe work was scheduled for August 31, 2016, which was executed very smoothlyThe street was cut and excavated and it was found that the external sewer line running under the road all the way to the city main had collapsedThe repair was made and inspected and I contacted the [redacted]s again to ensure their satisfaction with the progressThe property has since been completely cleaned up and seededThe scheduling of the sidewalk repair will occur this weekDuring this time, our Contractor Services Department was in constant contact with the [redacted]sThey have advised that they are now satisfied customersWe here at SLWA are most pleased with the customer’s satisfaction but regret that it took so long to complete the customer’s repair
?
Very truly yours,
?
John K[redacted]
Customer Care Manager
?
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We are in receipt of the complaint filed by Mrs[redacted], and regret to learn of her dissatisfactionService Line Warranties of America has been acquired by HomeServe USA in June According to our records, Mrs[redacted] contacted Service Line Warranties of America on September 10th, 2017, and
reported her sewer line back up[redacted] Plumbing (“[redacted]) was deployed to go out to resolve the sewer line issue, and they reported back to us that they went out and cleared the line On October 28th, Mrs[redacted] in stating she was having another back upWe deployed [redacted] Plumbing (“[redacted]”) On October 31st, 2017, [redacted] was onsite for investigation and cleared the line again On November 1st, 2017, Mrs[redacted] called in stating that the line was backed up again, and stated that [redacted] had been on the property twice, but they were still having a backup On November 6th, [redacted] went back out to the property, and on November 6th, [redacted] provided an update that the person who did the waterproofing appeared to have cut into the sewer line[redacted] also stated that the sewer leaches off into a sump pumpWe called Mrs[redacted] to provide her with an update, and left a voicemail for her to call us back to discuss the findings On November 8th, 2017, Mrs[redacted] called back for the updateWe explained to Mrs[redacted] of the findings that [redacted] foundMrs[redacted] disagreed stating it had been years since the waterproofing was completed, and stated they have not experienced any issues priorWe sent out [redacted] to clear the line, and they do not dig On November 9th, 2017, [redacted] reported their findings to us, and confirmed a break in the line about feet from the house underneath the porchThey did not see anything to confirm [redacted]’s findingsWe contacted Mrs[redacted], and informed we would have [redacted] Plumbing provide a bid given the situation with [redacted] On November 10th, 2017, we received and approved the bid from [redacted] for $1,950, however the porch would need to be removed for accessWe explained to Mrs[redacted] what needed to be done in order to do the repair, and she stated she would get that arranged and scheduled with the contractorThere was no indication of unhappiness On November 14th, 2017, Mrs[redacted] made a Revdex.com complaint about her repair, and stated that she does not want to remove her porchShe also stated that she reached out to her own contractor that can go around the porch without removing the porch and wanted to use them In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed the complaint on November 14th, 2017, contacted Service Line Warranty side of the business for more informationOn November 16th, 2017, CAT received the information, and we are willing to allow Mrs[redacted] us her own contractor, and reimburse her the $4,that it would cost us to fix the sewer lineOn November 20th, 2017, the CAT agent called Mrs[redacted] about her complaint, but was unable to get in touch with the customer at that timeA voicemail with a phone number was left to contact CAT directlyOn November 21st, CAT reached out to Mrs[redacted] again, and was still unable to reach her and left a voicemail againLater that day Mr[redacted] called CAT back to go over the complaintMr[redacted] stated that he spoke to his neighbor who is a plumber that lives up the street from him who is willing to use shovels and dig up the line under his porch to get the repair doneMr[redacted] expressed his dissatisfaction with our contractor wanting to us a backhoe to do the work when he can use a shovel to do the workThe CAT agent advised Mr[redacted] that we can send out our contractor to do the work, or we can allow him to use his own contractor to do the work, but we will only reimburse him $1,which is what it will cost us to fix the lineMr[redacted] declined and hung up on the agentMr[redacted] is making a special request for his repair that is outside the scope of his protection planIf Mr/Mrs[redacted] have further questions regarding this matter, they 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 Mr. [redacted], and regret to learn of his dissatisfaction. Service Line Warranties of America has been acquired by HomeServe USA as of June 2016. 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. [redacted] enrolled in the External Water Line Coverage (“Contract”) on October 15th, 2014, paying the annual fee of $39.00. The Contract renewed on an annual basis, at the same cost, up to the current contract term, due to renew on October 15, 2017. On August 7, 2017, we mailed Mr. [redacted] an advance notice advising him that the cost of his Contract would be changing upon renewal, to $48.45 per annual term. On September 11, 2017, we received payment from Mr. [redacted], in the amount of $39.00, via our website. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called Mr. [redacted] and spoke to him on September 25, 2017. The Customer Advocate advised Mr. [redacted] that we did indeed send him an advance notice by mail, advising of the Contract’s renewal price change. If Mr. [redacted] has further questions regarding this matter, he may contact our Customer Advocate at [redacted].We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

July 13, 2015 Complaint ID: [redacted]Customer Information: [redacted]                                  [r...⇄ />
[redacted]                                  [r...⇄ ###-###-####                                  ...⇄ [redacted]
 Dear Ms. [redacted],  Columbia Service Partners, Inc. sincerely apologizes for any inconvenience or frustration that may have been caused to Mr. [redacted] as a result of his contact with our company to file an external sewer line warranty claim on March 29, 2015.  On March 30, 2015, [redacted] Plumbing, our contracted plumber, opened the sewer line for Mr. [redacted]. The contractor advised that although the line was opened and flowing, it would more than likely back up again, whereas they, [redacted] Plumbing, would be repairing the line within the next two weeks. CSP left a message for Mr. [redacted] with this information on March 30, 2015, ensuring him that he can contact us with any sewer line issues that may occur before that time.  On Friday, April 10, 2015, Mr. [redacted] called into CSP to inform us that he had not received a call from [redacted] Plumbing in regards to the repair work for his sewer line. CSP called the contractor, who advised that they would contact the customer on Monday, April 13, 2015, with an update. On Thursday, April 16, 2105, Mr. [redacted] called CSP to inquire on a status update of his claim. [redacted] Plumbing informed CSP that the repair would be extended a couple of weeks due to obtaining permits that are required when repairs are made in the street. On Monday, April 20, 2015, Mr. [redacted] contacted CSP to tell us that he had not heard from [redacted] Plumbing in regards to the proposed repair work. The contractor advised CSP that [redacted] would contact the customer as to what to expect in the coming weeks and to reassure him that the work would be completed by the end of May (before the graduation party at Mr. [redacted]’s residence).  Mr. [redacted] called CSP on Tuesday, May 5, 2015, to verify that his repair would be scheduled by the end of the month. Per [redacted] Plumbing, the permits for the municipality would now involve repair to the street; however, the contractor informed CSP that they were looking at work to begin sometime the following week. On Friday, May 15, 2015, [redacted] Plumbing advised CSP that the customer’s issue may involve massive root intrusion, in which case the sewer line could be jetted to clear it. It was also communicated that if digging had to be done in the street and the road had been paved less than five years, it would have to be milled from curb to curb; if it was paved more than five years, it would have to be milled from the curb to the center of the road. 0n Friday, May 29, 2015, [redacted] plumbing informed CSP that they had been challenged with obtaining the necessary permits with the municipality; the repair work cannot be started without the permit. The contractor is only allowed to make the repair and patch. The city code is to have the road milled, which our contractor will not be doing, and a paving company would also need to be involved.  The contractor did not receive a response to his calls from the municipality to this point.  On Monday, June 8, 2015, CSP contacted [redacted] Plumbing in regards to Mr. [redacted]’s claim. The following response was provided by the contractor: Still trying to get a street permit. Everything was given to the engineer. Paper was sent back (to [redacted] Plumbing) and stated that it was not drawn to scale for the street opening. This was received on Friday, June 6, 2015. Ron will need to get the drawing back to them (municipal engineer). He ([redacted]) is not able to talk to anyone in the office due to being new employees and needs to deal with the engineer directly. The drawing will be given back to them today.  Mr. [redacted] was contacted by CSP, who informed him of this information on the same day, Monday, June 8, 2015. On Monday, June 15, 2015, Mr. [redacted] called CSP for an update on the status of his claim. The contractor advised that they are continuing to wait for the permits and making numerous phone calls in an attempt to start the repair. At this point, Mr. [redacted] informed CSP that he would contact the municipality to inquire if the process can be expedited. At this point in time, the sewer line continues to be open and flowing; however, they are taking care to ensure that it maintains the flow while attempting to get repair approved. On Monday, June 22, 2015, Mr. [redacted] called for an update on the status of the claim and permit. [redacted] Plumbing was contacted, at which point they opted to not continue the job as they were challenged with acquiring the necessary permit and the extensive nature of the work that needed to be completed.  Based on jetting, snaking, camera of the line, and the amount of hours dedicated to communications with the municipality, the cost incurred, based on [redacted] Plumbing, was $1600.00. CSP offered to provide Mr. [redacted] with an additional $2400.00 to hire a contractor of his choice. The difference was to provide the customer with a $4000.00 cap-out amount. Mr. [redacted] advised us that he is requesting $4000.00 cap out for the work that is still required to repair his line. CSP agreed with his request and a $4000.00 cap-out check was approved for him to select the contractor of his choosing.   Columbia Service Partners is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. We strive to improve our processes and communications with our contracted plumbers to ensure that we meet our commitments as well as the needs of our customers. Due to the complexity and requirements of the repair, CSP understands the inconvenience that was caused to Mr. [redacted]. It is with that that we have accommodated him with a $4000.00 cap out. I left a voicemail for Mr. [redacted] today to inform him that his check would be mailed to him tomorrow, Tuesday, July 14, 2015. I spoke to him on Monday, July 6, 2015, to ensure that we have resolved his issue to his satisfaction. Mr. [redacted] advised that we have; however, he did communicate his disappointment with our contracted plumber.  Very truly yours,  John [redacted] Customer Care Manager

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction.
According to our records, on 7/20/2017, Mr. [redacted] contacted Service Line Warranties of America (“SLWA”) to report an issue with his sewer line, and requested a service call under his External Sewer...

Line Repair plan (the “Contract”). SLWA deployed Drain & Plumbing Service, and they were onsite 7/21/2017. While on site the contractor identified a clog in the line, due to an intrusion of roots. As there was not a break present, and the line appeared to be flowing, no repair was completed.
On 8/1/2017, Mr. [redacted] contacted SLWA and advised that he had a repair done on his own, and requested a reimbursement. SLWA reviewed the invoice, and provided Mr. [redacted] with a reimbursement in the amount of $1,950.00. In response to this complaint, on 8/22/2017, and 8/23/2017, a member of our Customer Advocacy Team (“CAT”) attempted to contact Mr. [redacted] but was unsuccessful. If Mr. [redacted] has any further questions, he may contact our CAT agent directly at [redacted].
We trust this response satisfactorily resolves this 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]