Service Line Warranties of America

I've had this coverage for at least a year and a half. I called a week ago because of a clog in my sewar line. The original contact with customer service was pleasant and the ticket was put in as urgent yet Air Assurance wouldn't be able to come for a week. Since the clog was not backing up into the house I went with it. They show up today and supposedly one plumber can't fix the problem. Not sure why as I've seen other plumbers from a previous house snake the drain through a roof vent but I was told two plumbers would be out between 10 and 2 but they didn't show. I called Air Assurance and they couldn't provide an eta but was told they would check with some someone and call me right back. No call back received so I called SLWA and the customer service rep was rude and unhelpful. She acted irritated because I was asking for an approximate eta and all I could get was soon. I've now been scheduled for yet another four hour slot to wait. On my ticket the initial service rep stated "no use of facilities" and yet it's week later and the rep is irritated because I'm asking for an eta. Both SLWA and Air Assurance get a big fat F.

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It appears that [redacted] personally ensured that the issue was resolved satisfactorily Regards, [redacted]

Dear Ms [redacted] , I am writing in response to the most recent message from [redacted] to the Revdex.com in which she has rejected the response to your agency for the following reasons: Ms [redacted] has not received her refund check from Service Line Warranties of America totaling $which was mailed on 01/23/Additionally, based on her message, I have not accurately communicated the events of Ms***’s warranty/payment issue with SLWA Today, Friday 01/30/2015, I have contacted Ms [redacted] by phone in hopes of addressing these most recent concernsThe refund check (#19349) in the amount of $was mailed from SLWA on Friday 01/23/I have contacted my Accounting department after my call with Ms***Accounting has confirmed that the check would be under the Post Office’s responsibility at this pointI have verified with Ms [redacted] that she has retained my email address and contact numbers from previous emails and to contact me if she does not receive the check within the next few daysI have also forwarded an email to her this afternoon with the information In regards to my reference to an account being activated for Ms***: this was not correctThe account was created however it was not activatedAs SLWA misapplied the payment the account was not activated as it should have beenI sincerely apologize for the miscommunication in my initial letter and any frustration this may have caused Ms*** On February 5, 2015, in a conversation with Ms***, receipt of the refund check has been confirmed Very truly yours, [redacted] Customer Care Manager Service Line Warranties of America

Service Line Warranties of America (“SLWA”) received your correspondence regarding the complaint referenced aboveThe complaint references Mr [redacted] frustration with SLWA mailing multiple campaign letters for different product offerings, and a concern over improper use of the City of [redacted] (“ [redacted] ***” or the “City”) logo For a monthly fee, SLWA provides repair or replacement services for external sewer and water lines for consumers enrolled in our Warranty Programs, provided the nature of the problem is covered under the corresponding Terms & Conditions SLWA and [redacted] *** entered into a marketing agreement to provide the [redacted] homeowners the option to enroll in the External Water Line Warranty Program [redacted] homeowners are responsible for the maintenance and repair of the buried outside service lines that run between their home and the utility connection The agreement authorized the use of the City logo and required City approval of all marketing materials Campaign letters offering the opportunity to enroll in SLWA’s External Sewer and Water Line Warranties are mailed twice a year, each offering an individual product, to homeowners not currently enrolled in the campaign product Mr [redacted] expressed his concern over the receipt of receiving multiple campaign letters; to avoid this from happening in the future, Mr [redacted] ’s account has been changed to “Do Not Solicit.” This will prevent any future campaign mailingsMr [redacted] ’s concern regarding SLWA’s use of the [redacted] *** logo is totally misplaced As noted previously, the City expressly authorized SLWA’s use the city logo and approved the marketing letters, which were signed by Mr [redacted] , the City Manager(Campaign Letter enclosed) SLWA apologizes to Mr [redacted] for any confusion, our Vision, Mission and Values embrace respect, honesty, trustworthiness, and a commitment to ethical behavior We believe this complaint is the result of unfortunate misunderstanding, and remain available to Mr [redacted] , should he wish further conversationPlease do not hesitate to have Mr [redacted] contact me at ###-###-#### Very truly yours, [redacted] Manager, Ce Line Warranties of America ###-###-####

[redacted] RevDex.com Serving Western Pennsylvania [redacted] Claim... ID: [redacted] ? Customer Information: [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] ***, Service Line Warranties of America sincerely extends our apologies for the frustration and inconvenience that Mr. [redacted] has experienced with our company in filing his water line warranty claim last month, February 2015. On February 14, 2015, [redacted] contacted Service Line Warranties of America to report a water line issue (leak and/or break). His claim was filed and dispatched the same day to our contractor [redacted] ***. As part of our claims process, we are required follow up with the customer to confirm that service has been completed to their satisfaction and to contact the plumber for additional service if warranted. In this case, [redacted] was called on February 17, 2015, by SLWA to follow up on his water line warranty claim. He advised that [redacted] ***. had been to his residence; however, a leak locater was needed as they were unsuccessful in determining where the actual leak was occurring. [redacted] called SLWA again on February 18, 2015, to advise that he was still waiting for a return call from [redacted] ***. At this point, a conference call was set up between [redacted] , SLWA, and the contractor and the customer was assured that the leak locator service would contact him that day. On February 21, 2015, we received another call from [redacted] to inform us that the leak locator had been to his residence; however, [redacted] ***. had not. Again a conference call was set up with the customer, SLWA, and the contractor to make arrangements for the service call by [redacted] ***. February 24, 2015, [redacted] called back to SLWA to advise us that [redacted] ***. had not made the appropriate repairs and continued to cancel appointments that had been made. The contractor was emailed when SLWA attempted to contact them by phone and was unsuccessful. When [redacted] called again later that same day, the contractor was contacted. [redacted] ***. informed us that he had to schedule a different leak locator as the initial company could not locate the leak. When SLWA called [redacted] back to confirm if the leak locator was rescheduled, we received voicemail and left a message to contact us. [redacted] ***. informed us that they would contact us in reference to the reschedule (leak locator). An individual (not [redacted] ) contacted us very upset that they did not have water. On March 3, 2015, I received the BBB claim # [redacted] for [redacted] . I coordinated an agent to contact him in reference to the information on the claim. The agent contacted him on March 4, 2015, to verify service, which was done that morning, had been completed. March 6, 2015, I spoke to [redacted] to ensure that his water line issue was resolved, and he confirmed that it was. I have also discussed with him his desired settlement as stated in his BBB claim: Desired Settlement: Pretty Simple I want the service I pay for and I want it today. Some compensation for my time and the lost water would be nice as well considering how long this has dragged on. He advised that $375.OO was adequate compensation for his time and that his electric water heater may have been damaged as a result of the water line issue taking some time to resolve. 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. It is with this in mind that the accommodation was made to [redacted] in the amount of $500.00 (above his suggestion of $375.00). Additionally, on March 13, we arranged a service call for his electric water heater that the customer was concerned had been affected by the water line issue. The contractor made slight adjustments and the electric water heater is working successfully. SLWA, working in conjunction with our contractors, is diligently implementing updates and improvements for our claims, dispatch, and follow-up process to prevent these types of situations from occurring in the future as it is our mission to be the leading provider of solutions to our North American municipal and utility clients. Very truly yours, [redacted] Customer Care Manager

Service Line Warranties of America sincerely apologizes for any inconvenience or frustration that may have been caused to Mr [redacted] as a result of his attempt to contact our company to file an external sewer line claim on April 8, On April 8, 2015, Mr [redacted] called in to the Customer Care department of Service Line Warranties of America to advise that he was unsuccessful in his attempts to speak to an agent in reference to filing an external sewer line claimHe also informed us that he was in the call queue for an extended period of time before he actually was able to speak to a live agentDue to this situation, Mr [redacted] rented a sewer machine and opened the flow to his sewer line himself On April 10, 2015, I spoke to Mr [redacted] in reference to his concernsDuring our conversation, I explained to him that our callback feature was not performing to our standardsAs a result, the decision was made to deactivate the option and make the necessary repairs to have this feature available to our customersWe are working diligently to have this option up and running as soon as possibleSLWA has also experienced much higher than inbound call volumes during the week and our billing cycle occurred during the same timeThe combination of these factors proved challenging with our efforts to answer the inbound call volume at the levels and speed that our customers have come to expect 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 shareholdersWith this, the decision was made to reimburse Mr [redacted] in the amount of $($for equipment rental and $for the inconvenience of time and personal labor)He was also provided instruction on how to set up a web-based account so that he can file claims online, a self-serve option that has proven to be a favorable alternative for our customersMr [redacted] was provided with direct contact information from my Team Lead and myself for any further questions, concerns, or residual issues Very truly yours, [redacted] Customer Care Manager

Service Line Warranties of America sincerely apologizes for any inconvenience or frustration that may have been caused to Mr [redacted] as a result of his attempt to contact our company to file an external sewer line claim on Friday, April 3, 2015, and then again on Monday, April 6, On Friday, April 3, 2015, Mr [redacted] called into the Service Line Warranties of America call center in an attempt to file an external sewer line warranty claimWhen he held for an extended period of time, Mr [redacted] then utilized our callback feature, in which he left his name and telephone number for SLWA to return his call so that the claim may be filedAs he did not receive a callback, Mr [redacted] again contacted SLWA on Monday, April 6, 2015, and was unsuccessful in speaking to anyoneHe left another message with his name and phone number for a callback that went unansweredMr [redacted] then enlisted the services of [redacted] to resolve his sewer issue as he was unsuccessful in filing a claim with Service Line Warranties of America After leaving Mr [redacted] a voicemail on April 8, 2015, I was able to speak to him the next day, Thursday, April 9, During our conversation, I explained to him that our callback feature was not performing to our standardsAs a result, the decision was made to deactivate the option and make the necessary repairs to have this feature available to our customersWe are working diligently to have this option up and running as soon as possibleSLWA has also experienced much higher than inbound call volumes during the week and our billing cycle occurred during the same timeThe combination of these factors proved challenging with our efforts to answer the inbound call volume at the levels and speed that our customers have come to expect 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, which is why we have processed a reimbursement in the amount of $to Mr [redacted] This was the cost of the service provided for his sewer issue by [redacted] We have also taken the steps to re-dispatch a contractor, [redacted] **, who has camera-d Mr [redacted] ’s sewer line and scheduled to have the line jetted by our contracted plumber, [redacted] , which was completed on Monday April 13, Very truly yours, [redacted] Customer Care Manager

Dear Ms. [redacted] , Service Line Warranties of America sincerely apologizes for the misapplied payment in regards to [redacted] ***’s check to establish sewer line warranty service in November 2014. The payment was found, applied and resulted in a refund check (minus administration fee and a... pro-rated charge for service). We are sorry for any frustration or inconvenience this may have caused her. In November 2014, [redacted] was activated as a customer for the sewer line warranty program through Service Line Warranties of America. She submitted her Business Reply Card (application) with a check payment for an annual fee of $79.00. In December 2014, Ms. [redacted] contacted SLWA to advise that the check had cleared at her bank the previous month however the payment was not applied to her account. A research ticket for the application of payment was submitted at this point to locate the check and apply it to her account. In January 2015, she contacted SLWA to advise that she no longer wanted to continue service. Ms. ***’s account was deactivated and a refund check in the amount of $58.72 was mailed. 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 shareholders. During my phone call with Ms. [redacted] today, I have explained that the amount of the refund check did not total $79.00 as she is requesting, but rather $58.72 as a $6.00 administration fee and a $14.28 pro-rated service charge was systematically generated and deducted from the refund check. SLWA will refund an additional $20.28 (the combined total of the administration fee and pro-rated service charge) to Ms. [redacted] to accommodate her desired resolution. She has also informed me that she received less than adequate assistance from our Customer Care department. I have assured Ms. [redacted] that I will review the call records and ensure that appropriate coaching is implemented to address her concerns. Very truly yours, [redacted] Customer Care Manager Service Line Warranties of America

We have called this company numerous times about billing issues. We have two services. One is the Exterior Water Line. One is for the Exterior Sewer/Septic Line. We bought these a few months apart. After I paid for the year on the water line, as soon as they cashed our check, they sent another bill saying I owed again. Called them and they said it was a mistake. Paid for the sewer line a few months later for the whole year. As soon as they cashed the check, they sent another bill. Called them and was told it was a mistake. I haven't made a payment on the water line in 18 months and they claim we are paid up for both which is impossible. They are incapable in billing for services.

Service Line Warranties of America sincerely apologies for any inconvenience or frustration that may have been caused to Mr*** *** as a result of his contact with our company to file an external sewer line claim earlier this month On February 10, Mr*** called our Customer
Care call center to inform us of an external sewer line issueAs a result a claim was filed (#***) and a contractor was dispatched, *** *** *** Service, to contact *** so that a service call could be scheduled for the customerIt is a requirement for our contractors to contact the customer no later than an hour after the dispatch to schedule the service callAs the contractor, *** *** ***, did not meet this requirement and Mr*** was unsuccessful in his attempt to speak to the contractor, he called back to SLWA on February 12, to have an alternate plumber assigned, *** plumbing, which was doneThe contractor provided service to *** early the following week however he (Mr***) contacted us on February 20, to advise that he is still experiencing sewer back up issuesI called Mr*** on the same day, he told me that the contractor was scheduled to return to provide service for the issueI assured Mr*** that I will contact him the following week to ensure that all necessary service and repair has been completed to address his Revdex.com claimWhen I returned the call on February 25, Mr*** advised that the sewer was again draining slowly, at which point we dispatched the contractor back to address the issueI called Mr*** on February 26, and left a voicemail and called again on February 27, to speak to him and confirm that the work was completedMr*** did verify work was completed and sewer is draining appropriately 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 shareholdersIt is with this that Mr*** issue was reviewed by our Customer Care and Contractor Services departments as well as Senior Management to ensure that all aspects of claim, dispatch, and contractor processes were applied appropriately while addressing any issues that have negatively impacted the customer’s experience. I will follow up with *** this week to ensure that no reoccurrence of the issue has taken place Very truly yours, *** ***Customer Care Manager

Service Line Warranties of America sincerely apologies for any inconvenience or frustration that may have been caused to Mr*** *** as a result of his contact with our company to file an external sewer line claim earlier this month
On February 3, 2015, SLWA filed a
sewer line warranty claim for Mr*** when he reported to us that he had water backing up into his laundry tub and toiletOur contracted plumber, *** *** Plumbing, was dispatched to the customer’s residence
As per SLWA’s hour follow up process, Mr*** was contacted on February 5, A voicemail message was left with instructions to contact us to advise of the status on the service provided by the contractor, if work was completed and if it was to his satisfaction
February 6, 2015, *** *** Plumbing was dispatched back to Mr***’s residence as he informed us that his sewer line was still backing up and he requested it to be snaked again
SLWA received confirmation from *** *** Plumbing on February 12, 2015, that service had been provided to Mr***The next day, February 13, 2015, the customer contacted SLWA again to inform us that he still had a clogged sewer lineOn Monday, February 16, 2015, SLWA followed up with *** *** Plumbing in regards to the customer’s sewer line claim*** *** Plumbing advised us that the line had been camera-d, the sewer line was clear and flowing, and nothing further was to be done at that time
Secondary contractor *** Plumbing was then dispatched to the customer’s residence on February 26, 2015, as the initial contractor, *** *** Plumbing, did not assure Mr*** that he was free of a sewer line clog*** Plumbing made the effort to camera the customer’s line; however, rain created a situation wherein the contractor could not safely work on Mr* ***’s roofThe contractor was to reschedule the service for the sewer line camera
On March 19, 2015, Mr* *** was contacted by SLWA in response to his Revdex.com claimHe advised us that he enlisted the services of his own contractor, *** *** *** * *** ***, to repair his sewer line in the amount of $4,
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 shareholdersIt is with this in mind that a reimbursement in the amount of $4,will be made to Mr* *** for the repair completed by his own contractor*** *** Plumbing made three service calls to his residence without diagnosing the appropriate issue and *** Plumbing and SLWA did not provide adequate follow up to Mr* ***Based on these circumstances, the decision was made to accommodate him for our shortcomings in addressing his sewer line warranty claim
SLWA, working in conjunction with our contractors, is diligently implementing updates and improvements for our claims, dispatch, and follprocess to prevent these types of situations from occurring in the future as it is our mission to be the leading provider of solutions to our North American municipal and utility clients
Very truly yours,
*** ***
Customer Care Manager

I am rejecting this response because: I still have not received the payment that was assured to me by Mr***Additionally, his statement regarding the reason for my calls into their customer service department is inaccurateI ONLY called them because they were billing me for the amount I had paid and I was told each time I called that I had no service which is why I was being billed; to start serviceIf service had been activated as he said it was, I would have had no reason to complain or cancel service due to my dissatisfaction over how they took my money and did not apply it to the year of service I paid for
Regards,
*** ***

Service Line Warranties of America (“SLWA”) received your correspondence regarding the complaint referenced above. The complaint references Mr***’s frustration with SLWA mailing multiple campaign letters for different product offerings. For a monthly fee, SLWA
provides repair or replacement services for external sewer and water lines for consumers enrolled in our Warranty Programs, provided the nature of the problem is covered under the corresponding Terms & Conditions
In 2013, SLWA and the City of San Diego, CA partnered to provide San Diego homeowners the option to enroll in the External Water and Sewer Line Warranty Programs, as San Diego homeowners are responsible for the maintenance and repair of the buried outside service lines that run between their home and the utility connection. Campaign letters offering the opportunity to enroll in SLWA’s External Sewer and External Water Line Warranties are mailed twice a year, each offering an individual product, to homeowners not currently enrolled in the campaign product SLWA purchases a mail list from a third party vendor, in accordance with all applicable Federal, State and local regulations. Mr***’s contact information was contained in this list
SLWA received Mr***’s signed business reply card (BRC) October 21, 2013, and processed an enrollment in an External Water Line Warranty, with an effective date of October 21, 2013. SLWA mails annual reminder statements as a courtesy to our customers. Mr***’s received his on or around September 19, 2014, this may have contributed to Mr***’s frustration over receiving multiple SLWA solicitations. To avoid any further confusion, Mr***’s account is now marked “Do Not Solicit, “preventing any further mailings
I apologize for the inconvenience that this may have caused to you. SLWA’s Vision, Mission and Values embrace respect, honesty, trustworthiness and a commitment to ethical behavior We believe this complaint is the result of unfortunate misunderstanding, and remain available to Mr***s should he wish further conversation Please do not hesitate to contact me at ###-###-####.
Very truly yours,
*** ***
Manager, Customer Service
Service Line Warranties of America
###-###-####

I will never do business or trust a company that is unwilling to post their office location.
slwa, is evasive. Read the posted costumer complaints. They are difficult to get your reimbursement payment from.
Likewise, anyone who needs sewer line, can easily, find, get offers, bids, for your
job with approved and certified local, Licensed Contractors. Beware of slwa, fancy large
envelope in your mailbox. Jan 8, 2019 Chuck, San Diego, Ca.

Dear Ms. [redacted],
 
I am writing in response to the most recent message from [redacted] to the Revdex.com in which she has rejected the response to your agency for the following reasons: Ms. [redacted] has not received her refund check from Service Line Warranties of America totaling $20.28 which was mailed on 01/23/2015. Additionally, based on her message, I have not accurately communicated the events of Ms. [redacted]’s warranty/payment issue with SLWA.
 
Today, Friday 01/30/2015, I have contacted Ms. [redacted] by phone in hopes of addressing these most recent concerns. The refund check (#19349) in the amount of $20.28 was mailed from SLWA on Friday 01/23/2015. I have contacted my Accounting department after my call with Ms. [redacted]. Accounting has confirmed that the check would be under the Post Office’s responsibility at this point. I have verified with Ms. [redacted] that she has retained my email address and contact numbers from previous emails and to contact me if she does not receive the check within the next few days. I have also forwarded an email to her this afternoon with the information.
 
In regards to my reference to an account being activated for Ms. [redacted]: this was not correct. The account was created however it was not activated. As SLWA misapplied the payment the account was not activated as it should have been. I sincerely apologize for the miscommunication in my initial letter and any frustration this may have caused Ms. [redacted].
 
On February 5, 2015, in a conversation with Ms. [redacted], receipt of the refund check has been confirmed.
 
Very truly yours,
 
 
[redacted]
Customer Care Manager
Service Line Warranties of America

My mother is 72 years young and had this warranty for several years now. She had a water line under her house break in Oct 2017 (6 months ago).. I was helping her out with some bills and came across this warranty. When we called to see if they would help reimburse her some of her expense ($6,229.20) they refused. They informed us since the repair was over 3 months old they couldn't help..

WHY.. ?

This is a service you provide under your warranty so regardless of when it happen it should be covered. All she was thinking about at the time was to get her line fixed.. and since she forgot about this warranty, that she’s been paying on for years, she's SOL.. How is that fair to her.?!?!?!... I will make sure every review place I can find on this company hears about how you treat the elderly.. Nice Customer Service... NOT !

September 8, 2016
 
Claim ID: [redacted]
Customer Information:
                                    [redacte...⇄ />
[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 line. When the initial contractor could not open the line, a secondary work order was opened for a new plumber. The second contractor advised that the sewer line was broken at the tap and that he would contact the city to gather more information. On June 8, 2016, our records indicate that the [redacted]s advised SLWA that the second contractor assigned was delaying the job.
 
On June 20, 2016, Mrs. [redacted] contacted SLWA for an update on the status of the claim. We informed her that she would get a call. The same day Mrs. [redacted] was contacted, a new network contractor was dispatched. On June 24, 2016, a camera was run through the sewer line to capture footage which in turn was sent to SLWA on June 29, 2016. Based on the results, a cleanout needed to be installed in order to jet the line for a better view of the pipe. The cleanout installation cost was covered by SLWA.
 
On July 15, 2016, Mrs. [redacted] called to discuss the claim. A break was located on the city side of the line. Our network contractor was waiting for approval from SLWA to do the repair. On August 1, 2016, Mrs. [redacted] called to get an update on the service; however, the contractor was on vacation at this time.
 
On August 16, 2016, SLWA was contacted for an update and also informed that the sewer line was backing up again. The [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.
 
SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. Taking into consideration the multiple claims and the requirements of city permits and service, the experience for the [redacted]s was obviously less than satisfactory. After 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 city. The issue has been surfaced and checks have been put in place to prevent this issue from occurring again.
 
Specific to the [redacted]s’ claim, our Contractor Services Department contacted Mrs. [redacted] to ensure that the work would be completed to their satisfaction. The work was scheduled for August 31, 2016, which was executed very smoothly. The 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 collapsed. The repair was made and inspected and I contacted the [redacted]s again to ensure their satisfaction with the progress. The property has since been completely cleaned up and seeded. The scheduling of the sidewalk repair will occur this week. During this time, our Contractor Services Department was in constant contact with the [redacted]s. They have advised that they are now satisfied customers. We 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

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]

December 12, 2016[redacted]Revdex.comServing Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220Phone: ###-###-#### | Fax: ###-###-####[redacted]Customer Information:     [redacted]...


                              [redacted]
                              [redacted]                               Daytime Phone: ###-###-####                               Evening Phone: ###-###-####                               E-mail: [redacted]
[redacted] Service Line Warranties of America regrets any inconvenience or concern caused to Ms. [redacted] regarding her External Sewer Line Warranty claim. On November 19, 2016, Ms. [redacted] called in to our Customer Care department to report sewage odor inside of her residence. Our agent proceeded to ask Ms. [redacted] a series of qualifying questions to determine if the issue was covered under the terms and conditions of the contract. Based on our call records, Ms. [redacted] advised of no backup of toilets or any type of sounds (gurgling) that would indicate an external sewer line issue. The agent then reviewed the coverage of the External Sewer Line Warranty and advised it did not include internal issues that may be present in the residence. Ms. [redacted] was advised to use a private plumber. If the private plumber could determine an external sewer line issue existed, Ms. [redacted] was told to contact Service Line Warranties of America so that we could dispatch a plumber from our network for an External Sewer Line claim. As she did not contact Service Line Warranties of America and paid her private plumber outside of our network for the repair, the service provided was not covered under the terms and conditions of the contract. 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. I have spoken to Ms. [redacted] today via telephone to request documentation of the repairs made by her private plumber to be sent to me directly. We will review the information to see if we can provide Ms. [redacted] with some accommodation per her request. Very truly yours,  John K[redacted]Customer Care Manager

Service Line Warranties of America sincerely apologizes for any...

inconvenience or frustration that may have been caused to Mr. [redacted] as a result of his attempt to contact our company to file an external sewer line claim on Friday, April 3, 2015, and then again on Monday, April 6, 2015.  On Friday, April 3, 2015, Mr. [redacted] called into the Service Line Warranties of America call center in an attempt to file an external sewer line warranty claim. When he held for an extended period of time, Mr. [redacted] then utilized our callback feature, in which he left his name and telephone number for SLWA to return his call so that the claim may be filed. As he did not receive a callback, Mr. [redacted] again contacted SLWA on Monday, April 6, 2015, and was unsuccessful in speaking to anyone. He left another message with his name and phone number for a callback that went unanswered. Mr. [redacted] then enlisted the services of [redacted] to resolve his sewer issue as he was unsuccessful in filing a claim with Service Line Warranties of America.  After leaving Mr. [redacted] a voicemail on April 8, 2015, I was able to speak to him the next day, Thursday, April 9, 2015. During our conversation, I explained to him that our callback feature was not performing to our standards. As a result, the decision was made to deactivate the option and make the necessary repairs to have this feature available to our customers. We are working diligently to have this option up and running as soon as possible. SLWA has also experienced much higher than normal inbound call volumes during the week and our billing cycle occurred during the same time. The combination of these factors proved challenging with our efforts to answer the inbound call volume at the levels and speed that our customers have come to expect.  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, which is why we have processed a reimbursement in the amount of $400.00 to Mr. [redacted]. This was the cost of the service provided for his sewer issue by [redacted]. We have also taken the steps to re-dispatch a contractor, [redacted], who has camera-d Mr. [redacted]’s sewer line and scheduled to have the line jetted by our contracted plumber, [redacted], which was completed on Monday April 13, 2015.  Very truly yours,  [redacted]Customer Care Manager