Service Line Warranties of America

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]

Service Line Warranties of America (“SLWA”) received your correspondence regarding the complaint referenced above. The 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 mailings. Mr. [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 conversation. Please do not hesitate to have Mr. [redacted] contact me at ###-###-####.  
 
Very truly yours,
[redacted]
Manager, Customer Care
Service Line Warranties of America
###-###-####

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]

Service Line Warranties of America (SLWA) sincerely apologizes for any inconvenience or frustration that may have been caused to Mr. and Mrs. [redacted] as a result of their contact with our company to file an external sewer line claim this month. Mr. [redacted] was unsuccessful in multiple attempts to...

contact the contracted plumber to get information on when they may return to complete service on the job that was started.  On February 17 and 18, 2015, work was performed at the residence of Mr. and Mrs. [redacted] by our contracted plumber, [redacted], to repair their external sewer line (claim #[redacted] under the External Sewer Line Warranty provided through Service Line Warranties of America. To find the issue and make the necessary repairs, a 3’x5’x5’-deep hole was dug. When the cause of the blockage was not determined, [redacted] informed Mr. [redacted] that they would call to schedule a date and time so that they could return to finish the job. An open, unfilled hole was left at the worksite with the appropriate signs posted around the work area. On February 23, 2015, Mr. [redacted] contacted our Customer Care department twice by phone to notify us that his attempts to contact [redacted] for the follow-up service was unsuccessful. SLWA then attempted to contact the plumber and left a voicemail to advise them to call the [redacted]s [DP1] and communicate when they will return to complete the service. On February 24, 2015, [redacted] returned to perform the necessary repair work to the sewer line much to the delight of [redacted] as referenced in his email:  From: [redacted] [mailto:[redacted]] Sent: Tuesday, February 24, 2015 2:48 PMTo: SLWofA Service; [redacted]Cc: [redacted]Subject: [redacted] I simply must explain and declare to you about your contractor in [redacted]- and their employee "[redacted]" who is the finest employee a company could have.[redacted] came to my house, [redacted] and had the problem with my drain system fixed within an hour. What a dedicated employee!!!I thank you for your services!!! [redacted] I called to follow up the next day, Wednesday, February 25, 2015, and spoke to Mr. [redacted] who advised that the contractor called earlier in the day to inform him that he would be back to fill in the excavated area, at which time I told him that I would follow up to ensure all work has been completed. In speaking with [redacted] today, March 2, 2105, she has informed me that [redacted] arrived this morning to fill in the excavated area. Ms. [redacted] has also advised that there has been inclement weather in [redacted], over the last week, which delayed the work until today.  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. Very truly yours, [redacted]Customer Care Manager

Columbia Service Partners (CSP) received correspondence in regards to a complaint filed by [redacted] Mr. [redacted] filed a complaint against CSP due to a reimbursement request for services provided to him by a non-participating contractor.  In exchange for a monthly fee CSP will provide...

repair and replacement services for external sewer and water line warranties for those consumers that are enrolled in our warranty programs provided the repair and contractor are participating components of our terms and conditions.  On August 25, 2014 Mrs. [redacted] called into our Customer Care center to inquire about the warranty service on her sewer line: she did not recall enrolling in the program and advised that she had work done on her sewer line on November 11, 2012 totaling $1900.00. Once it was established that the [redacted]’s were enrolled in the warranty program we then instructed her to provide CSP with documentation and invoice so that we may review for a potential reimbursement. CSP did receive the requested documentation from Mr. [redacted] including a letter, cancelled check, copy of invoice, and bill containing monthly warranty charge. On October 17, 2014 a reimbursement to the customer was approved in the amount of $569.71. As the customer enlisted the services of a contractor that did not participate in our warranty program CSP made the decision to accommodate the [redacted]’s with an amount that was based on an average for work done in the area. On December 2, 2014 Mr. [redacted] sent another letter to CSP to advise that the reimbursement amount was not to his satisfaction given the amount of labor, time, andmaterials that were used as well as a $4000.00 limit of liability that is stated in our terms and conditions. He asked us to reconsider the amount of the reimbursement.  On December 4, 2014 Mrs. [redacted] was contacted by [redacted] CSP Assistant VP Contractor Management and myself [redacted] CSP Customer Care Manager. A conference call was made during this time between the plumber that performed the labor in 2012, Mrs. [redacted], and [redacted]. The purpose of this conference call was to inquire if the contractor, [redacted] of [redacted] took video of the sewer line to verify the work/repairs that needed to be completed. The contractor did not have the video, if there were we would then validate the request to reimburse the full amount, $1900.00.   It was communicated to Mrs. [redacted] during the conversation that it is our mission to ensure that we fulfill the needs of customers while coming together to reach an amicable agreement. The fact that the work was completed and paid for outside of the warranty agreement was made apparent to the customer as well as not being able to obtain video of the sewer line. Based on these factors a final reimbursement amount of $1500.00 was negotiatedwith the customer. Mrs. [redacted] was very pleased with our willingness to listen to their situation and to make an accommodation in the best interest of the customer. She informed us that she will contact the Revdex.com toregister her satisfaction in regards to the outcome and also to maintain her warranty service with CSP.  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.  Very truly yours,[redacted]Customer Care Manager

October 19, 2016
 
[redacted]
Revdex.com
400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: [redacted] [redacted]
 
Claim ID: [redacted]
Customer...

Information:            [redacted] [redacted]                           
                   [redacted]
                                        ...⇄ />                                                 [redacted]
                                                [redacted]
 
Dear Ms. [redacted]
 
I am writing in response to the complaint regarding Service Line Warranties of America’s (SLWA) recent mailing to the [redacted], and the use of the city logo and Mayor’s, [redacted]s, signature.
 
SLWA operates through a partnership with more than 300 cities across the nation, including the City of [redacted] as of June 21, 2016. Together, city officials and SLWA work together to craft educational marketing letters we mail to local residents. City leaders are offering this voluntary program to residents as an option to protect their homes from the high costs of water and sewer line repairs. The city announced the program to residents on the city website, http://www.[redacted]
 
As an accredited Revdex.com company, we operate within Revdex.com guidelines for all business practices, including our communications. Our commitment to these standards is evidenced by SLWA’s selection as the 2013 Winner of the Western Pennsylvania Revdex.com Torch Award for Marketplace Ethics.
 
Thank you for sharing your comments with us. If you have any further questions or concerns, please feel free to reach out to me directly at ###-###-#### or [redacted]
Sincerely,
 
Renee R[redacted]
Service Line Warranties of America

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, 2015.  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 claim. He 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 agent. Due 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 concerns. 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. With this, the decision was made to reimburse Mr. [redacted] in the amount of $250.00 ($70.00 for equipment rental and $180.00 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 customers. Mr. [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

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. [redacted]’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

[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 Revdex.com 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 Revdex.com 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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me.  I am not happy with the time it took to refund my money.  That was the BIG ISSUE to begin with.  It did not take them 4-6 weeks to charge my account.  Why should it take that long to give me my money back.  I've heard their excuse and to me it's a POOR ONE AT BEST.  Stating that their accounting dept is "backed up" with "refund requests", tells me that I am not the only person that they are doing this to.  Holding MY money and who knows how many other peoples money for 4-6 weeks, means that they are basically "stealing our money and using it for their use before they decide to return it to us. Yes, I did get a refund on August 6, when the charge to my credit card was on June 26, yes just about the FULL 6 weeks of the 4-6 week period.  Satisified, BUT NOT HAPPY!!!!
Regards,
[redacted]

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.
I appreciate that I will not receive future mailings from this company; however, I have no memory of signing any form to receive correspondence from the company. I totally dispute that. I will consider this matter resolved, but, again, I contest that I signed anything requesting to stay on their mailing list or receive further solicitations.  I was advised by my insurance company that these services were not necessary.  Many thanks for your assistance.
Regards,
[redacted]

June 11, 2015 [redacted] Complaint ID: [redacted] Customer Information: [redacted]                                ...

              Daytime Phone: ###-###-####                                               E-mail: [redacted]   Dear Ms. [redacted], Service Line Warranties of America sincerely apologizes for any confusion or misperceptions that may have resulted from  recent communications from the City of [redacted], ** to Mr. [redacted]. The Marketing License Agreement was approved by the [redacted] City Council on April 22, 2015 and signed by the City: 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].  The Agreement specifically authorizes the use of the City’s name and logo by SLWA.  The Agreement was approved by the [redacted] City Council on April 22, 2015 and signed by the City. Prior to its mailing to City residents, the marketing letter was reviewed and approved by the City, in accordance with the terms of the 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. Very truly yours, [redacted] Customer Care Manager

Review: I cancel and never return the left portion of the many I call them at ###-###-#### they keep me on hold long time live message never call back

I pay 49 dolls for one year of warranty 3-10-16 and cancel 8-12-16 never received any service from them when I sing up I was told the cover sewer then I found out the only cover outside I was told they was goin to mail me the and used portion of the many w f aDesired Settlement: they need to return the many never use

Business

Response:

September 16, 2016

Revdex.com

400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: ###-###-#### | Fax: ###-###-#### [redacted]

Claim ID: [redacted]

Customer Information: [redacted]

Daytime Phone: ###-###-####

E-mail: [redacted]

Dear Ms. [redacted]

Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr. [redacted] when he cancelled his service line warranties with our company.

Mr. [redacted] enrolled in an External Water Line Warranty with SLWA on 3/10/2015. He later enrolled in an External Sewer Line warranty with SLWA on 7/21/2016. On that date (7/21/2016), he reported an issue to our company and we sent a network contractor out to investigate. The contractor informed us that the issue was not a covered item. Mr. [redacted] decided to cancel his warranties with us.

Mr. [redacted] should have received a refund of the full amount paid in on the External Sewer Line Warranty – $73.00 – and he did. The $73.00 that was charged to his credit card was refunded back to that same card on 8/11/2016. Unfortunately, issuing a refund for the remaining term of his External Water Line Warranty – which was paid up until 3/10/2017 – was missed.

We have initiated the refund process for the remaining balance on that warranty – $31.01 – which reflects the unused term of the warranty agreement based on an annual payment of $43.00. No additional fees have been withheld from the refund amount. A refund check for the $31.01 will be fedexed to Mr. [redacted]’s address of record by the end of the week.

We sincerely apologize for any confusion that we caused when we refunded only one warranty to Mr. [redacted] after the cancellation and for any misinformation provided to him because of the mix-up between the two warranties and their respective refunds.

SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. After confirming that the refund was ready to be issued, I contacted Mr. [redacted] directly at the phone number associated with this complaint and explained the situation and provided Mr. [redacted] my direct contact information in case there are any future issues.

Very truly yours,

Renee R[redacted]

AVP, Customer Care

Review: I have concerns on the advertising letters they are mailing out. letter has a City of [redacted] logo and comes across as being from sent out by the city of [redacted]. Several elderly resident that I know thought that it was from the City and that it was something the City was suggesting that they needed to purchase. I feel that the this company fully intended on making the letter look like an official City letter. The second paragraph in the letter starts out {AS a [redacted] homeowner and city official} It may well be within legal terms, but is rather misleading. I would be more than happy to email you a copy of the letter.Desired Settlement: would like the advertisement be changed to look like an advertisement from a independent warranty company trying to sell a insurance policy not an official City letter making a suggestion

Business

Response:

October 19, 2016

Revdex.com

400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: [redacted]

Claim ID: [redacted]

Customer Information: [redacted]

Dear Ms. [redacted]

I am writing in response to the complaint regarding Service Line Warranties of America’s (SLWA) recent mailing to the [redacted], and the use of the city logo and Mayor’s, [redacted]s, signature.

SLWA operates through a partnership with more than 300 cities across the nation, including the City of [redacted] as of June 21, 2016. Together, city officials and SLWA work together to craft educational marketing letters we mail to local residents. City leaders are offering this voluntary program to residents as an option to protect their homes from the high costs of water and sewer line repairs. The city announced the program to residents on the city website, http://www.[redacted]

As an accredited Revdex.com company, we operate within Revdex.com guidelines for all business practices, including our communications. Our commitment to these standards is evidenced by SLWA’s selection as the 2013 Winner of the Western Pennsylvania Revdex.com Torch Award for Marketplace Ethics.

Thank you for sharing your comments with us. If you have any further questions or concerns, please feel free to reach out to me directly at ###-###-#### or [redacted]

Sincerely,

Renee R[redacted]

Service Line Warranties of America

Review: We purchased home flood insurance from service lines of america. My basement flooded and the company has been out over seven times to look at my pipes below my house. After several floods in my basement they finally came over my house seven times to look at my pipes. After about six months they finally sent a plumbing company over to fix the pipes underneath my front yard. They finally came and duh up my front yard on July 8th 2016. They left my yard with a five foot by 10 foot moind of dirt. They were supposed to be out a week later to finish the pipes but have never came back out. I have been in contact with service line and they keep telling me they are waiting for approval from the city to start work again. After calling the city to figure out what the hold up was, they informed me that service lines of america never contacted them regarding work. After reaching out to both plumbing companie and service lines of America I had no choice but to reach out to the Revdex.com. I hope that this information helps show how this business is treating their customers.

Business

Response:

September 8, 2016

Claim ID: [redacted]

Customer Information:

[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

Review: Service Line Warranties of America's advertising is misleading. It advertises that its warranty covers the portion of water line and sewer line that is of a home owner's responsibility. This makes customer thinking that other than the portion that the city covers (which is normally from city upto the streat of the home), all the rest of of the water line and sewer line are covered including the water line and sewer line under the house. However this is not the case. It usually does not include the portion that is under the house. Because it only covers the portion that is from the street up to the first branch, which could be the first connection to any toilet, kitchen or even just a branching place. That basically means if anything happen inside a house, it's not covered. When I enrolled the service, the sales man in the phone didn't mention anything about above limitation either.Desired Settlement: Either refund the enrollment fee or provide warranty to cover the portion of water line or sewer line that is also inside the house.

Business

Response:

October 6, 2016

Revdex.com

400 Holiday Drive, Suite 220 Pittsburgh, PA 15220 Phone: ###-###-#### | Fax: ###-###-#### [redacted]

Claim ID: [redacted]

Customer Information: [redacted]

Dear Ms. [redacted]

Service Line Warranties of America (SLWA) regrets any inconvenience or frustration caused to Mr. [redacted] regarding the service line warranties offered by our company.

Mr. [redacted] enrolled in the combination External Water Line Warranty & External Sewer Line Warranty with SLWA on 5/31/2016. During the phone enrollment conversation, an overview of the product was included, which included reference to the coverage being for the outside lines. In addition, approximately two weeks after enrollment, all customers receive a welcome package that contains an official copy of the product’s Terms and Conditions (which are also available online at www.slwaterms.com and www.slwofa.com). During the same enrollment call on 5/31/2016, Mr. [redacted] also enrolled in our recurring credit card payment program and the first monthly charge of $13.00 was charged to his credit card on record on 7/8/2016.

A few days beforehand – on 7/2/2016 – Mr. [redacted] called in to file a claim against the External Sewer Line portion of his warranty. A network contractor was dispatched to investigate and determined that, unfortunately, the issue Mr. [redacted] was experiencing was not covered under the Terms and Conditions (enclosed) of the warranty product. With regard to the External Sewer Line Warranty, the product covers “the primary sanitary sewer line from the point of entry at your home…to the point of public or municipal sewer responsibility….” According to the report from the network contractor, the issue with Mr. [redacted]’s line was limited to the laundry line and not the main sewer line. Our policy is to dispatch a network contractor and pay for the investigation, even if the contractor determines after arriving on site that the issue is not a covered item. SLWA did pay the network contractor for the investigative site visit but did not authorize the network contractor to perform work outside the coverage listed in the Terms and Conditions.

SLWA issues refunds to customers who have paid for a portion of their warranty coverage period that has not yet elapsed. In Mr. [redacted]’s case, the $13.00 collected on 7/8/2016 was for a previous period. However, SLWA strives to deliver an exceptional experience to all of our customers. SLWA credited the $13.00 back to the card on record on 10/6/2016.

SLWA is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. After confirming that the refund was processed, a member of management contacted Mr. [redacted] at the phone number associated with this complaint and explained the situation. Mr. [redacted] was satisfied with our response.

Very truly yours,

Renee R[redacted]AVP, Customer Care

Review: I filed a claim with this company on December 23, 2015, and since then what I get from them is the following; 12-29-15 received a call from the contractor that he will 30mins before he arrives. Never called

12-30-15 (per Service Line Warranties) A new contractor will call. No one called.

1-4-16 Called again and spoke with Amanda. Was told that Ken of [redacted] Service will be out there today. Never called and never arrived.

1-11-16 Called Service Line, and was told I would be called with updates on my claim. No call received.

1-12-16 Called Service Line and spoke with Bryan. Told that he wold call me with updates on my claim, and he would personally handle it, and he would call me back either today or tomorrow.

At 11:00 am the secretary at the [redacted], called. She said there had been problems with the camera, and she would call me back, definitely today after the images had been studied. No one called me back.

1-19-16 Called Service Line and spoke with Sarah. Promised to forward my claim to supervisor if the service people have not called within the hour. I made this call at 2:26 pm and I was never contacted.Desired Settlement: Come out and make repairs as stated in the contract.

Business

Response:

February 5, 2016

Complaint ID: [redacted]

Customer Information: [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 home. On Wednesday December 23, 2015 he called SLWA to file a claim. The initial network contractor that was dispatched for the job recommended a camera of the line to determine the issue. SLWA did not adequately communicate the progress/results of the camera footage to Mr. [redacted] over the course of the following weeks. When the video footage was reviewed the quality of the film was of a very low quality. SLWA then dispatched a second network contractor to camera the line. The results of this video were significantly better than the first. On Wednesday January 27, 2016 SLWA contacted Mr. [redacted] to apologize for the delay and confirm the scheduling of the second network contractor to jet his external sewer line. On Tuesday February 2, 2016 Mr. [redacted]’s external sewer line was jetted and cleared. He 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 shareholders. We 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Service Line Warranties of America (SLWA) is supposed to provide me with timely sewer line service (cleaning, repair, replacement). I had a clogged sewer. Called SLWA. They sent someone out two days later. After ramming the plumbing snake down my main line for an hour, they came up with mud. No surprise, a fragile line can be broken when you have a large metal snake pounding on it continuously. The contractor explained that the snake had probably created a huge hole in my line from spinning around in the mud. SLWA scheduled an inspection for the following Tuesday (5 days later). I called SLWA and asked for a different contractor who could come sooner. I was told to continue using my water as normal and that there were no other contractors in my area. I did not use my water and tried to explain to SLWA that my line was broken and not useable. Due to rain in the area, the saturated ground started pumping up water into my basement on Monday night. Called SLWA to tell them I was flooded. Still sent the same guy to scope my line on Tuesday morning. No surprise- he can't do anything with all the water. Tuesday morning I now have 6-12 inches in my basement with wet/damaged appliances and property including hot water heater, air conditioner, washer, dryer. SLWA tells me to call my fire dept. to pump out the water bc the contractor who's supposed to scope my line can't work with all the water. Duh. Through multiple phone calls I hear that SLWA does have other contractors that they could send. I can't speak with a manager but am told every time that they're looking into the problem. Yet it keeps raining and raining, pushing water through my broken pipe into my basement ruining more and more property. Poor scheduling, misinformation over the phone about contractors and scheduling, unresponsiveness and negligence, the inability to speak with a manager, and a lack of understanding of this situation has left me very frustrated with this company.Desired Settlement: Water pumped from basement.Woodwork and drywall restored.Maintenance to Washer (4 yr old), Dryer (4 yr old), Hot Water Heater (1 yr old), Air Conditioner (6? yr old) unless replacement is needed due to water damage.Compensation for damaged property due to flooding from a line broken by SLWA contractor and neglected by SLWA for a scheduled 2 weeks, and one week in effect.New Replacement Sewer Line per contract - this was the original claim that was to be remedied. Negligence led to the rest.

Business

Response:

Service Line Warranties of America (SLWA) received your correspondence regarding the complaint referenced above. The complaint pertains to Mr. [redacted]’ assertion that he did not receive timely service from the SLWA contractor for his External Sewer Line Warranty Program.

Mr. [redacted] called to file a claim on June 3, 2014 due to a sewer line back up in the basement floor drain of his house. SLWA dispatched our network plumber, to provide service to Mr. [redacted]’ sewer line. The contractor was not able to clear the line, but discovered that a repair would need to be made, but due to continuous rain events in the customer’s area, a repair was not able to be scheduled until approximately a week after filing the initial claim.

On June 9, 2014, Mr. [redacted] contacted SLWA to explain that due to the rain, the sewer line is backing up in his basement. The contractor attempted to clear the line again, but they were unsuccessful. They scheduled a time to run a camera through the sewer line on June 11, 2014, at 7:30 a.m. After the camera was completed, the contractor identified a blockage in the line and made arrangements to do a spot repair on the line on either June 12, or June 13, 2014, depending on weather and utility lines being marked. Mr. [redacted] requested to use a contractor that would perform a trenchless method to repair his sewer line. After Contractor Management review, SLWA was not able to accommodate Mr. [redacted]’ request, but a solution was offer to Mr. [redacted] and he agreed to receive the $4,000 Coverage Cap as stated in the Terms and Conditions MO-SLWA SF & MF Version 2.0 (attached), and SLWA agreed to reimburse an additional $920 for damages caused by the delay of action (receipts attached). These payments were delivered and signed by Mr. [redacted] on June 27, 2014 (receipt attached).

[redacted] spoke to Mr. [redacted] on June 25, 2014, of his satisfaction from the decision made by SLWA since we received a Better Business Bueau complaint on June 10, 2014. Mr. [redacted] stated he was satisfied with the decision and would sign the complaint as such when he received his check. The check was signed received on June 27, 2014.

On a final note, it is important to SLWA to provide timely service to our customers, and this particular claim was not completed in a timely fashion. Our Contractor Services Management Team discussed the unsatisfactory service level Mr. [redacted] received, and how to avoid this situation from occurring again in the future. The Contractor Services Department has communicated the importance of scheduling with the contractor, and the contractor has agreed to improve his scheduling and communication to better service the customers of SLWA.

SLWA sincerely apologizes for the frustrations and inconveniences this situation has caused Mr. [redacted]. Our intention is to provide customers with excellent Customer Service at all times. Thank you for allowing us to service you. If there are any questions, please do not hesitate to contact me at ###-###-####.

Very truly yours,

Manager, Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. While there is no middle-ground (because responses must either be accepted or rejected) I will add some clarification to SLWA's response. That said, I find the final resolution satisfactory.

I am enthusiastically grateful to this company! The ease of filing a claim, speaking to a representative and professionalism of the representatives was refreshing in the midst of a stressful water backup situation at my rental property! They had a contractor out to the house in an hour! The work was approved the next day, and completed the day after that! I had a huge plumbing issue that didn't cost me a dime and was completely handled in a timely manner! Thank you Service Line Warranties of America!

Review: I was billed and told that I had to pay for a external sewer line warranty through their service. I do not have a sewer line. I am not a native speaker of English. I was told that if I did not pay this money to them immediately they will turn off the services and block my septic system and not warranty it or grant access to itDesired Settlement: I am using a translator to help me here, I want the refund of the $112.00 paid under [redacted].

Business

Response:

July 15, 2015Complaint ID: [redacted] Dear Ms. [redacted] Service Line Warranties of America sincerely apologies for any inconvenience or frustration that may have been caused to Mr. [redacted] as a result of his external sewer line warranty service with our company. On Wednesday July 1, 2015 SLWA received a call from an individual that advised us that he is calling in a translator capacity on behalf of Mr. [redacted]. We were informed that Mr. [redacted] had a septic system for his sewer at his residence which would render him ineligible for the external sewer line warranty. The caller also explained that there were two payments made by Mr. [redacted] in which a refund for the payments was requested. Mr. [redacted] enrolled via a signed Business Reply Card (BRC) dated June 9, 2014, which he returned to SLWA for enrollment into the Sewer Line Warranty Program. The Terms & Conditions received by Mr. [redacted] for the Sewer Line Warranty program identifies that it covers service, repair, and replacement of external sanitary sewer lines connected to a public sewer utility when they fail due to normal wear and tear. SLWA does not provide warranty coverage for septic systems, nor is SLWA capable of blocking, restricting, or terminating service for any septic system for any reason. Furthermore, when we discover that a customer has a septic system and is therefore ineligible for the Sewer Line Warranty, our practice is to contact the customer, explain the situation, cancel the warranty, and return any payment the customer made into the warranty program. SLWA records all calls made to and received from customers. We have only one recorded call from Mr. [redacted], which was on July 1, 2015, with the translator. The only other contact we have from Mr. [redacted] is his enrollment by mail via signed BRC and two annual payments, one received electronically on July 21,2014, and the other received by check on May 29, 2015.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 that a refund of $214.00 dollars, the collective cost of both payments, has been approved to be refunded to Mr. [redacted]. Once the refund has been completed the account will be deactivated. I have forwarded a message with this information to the E-mail address provided, [redacted] with an attachment of Mr. [redacted]’s signed/dated enrollment form as well as a request for the email recipient to provide me with a contact name so that I can verbally confirm the information has been received by calling the Daytime Phone provided, ###-###-####. Very truly yours, John [redacted]