Service Line Warranties of America

Review: I have tried for 4 days to get through to this company only to be placed on hold for over an hour each time that I have call ( I have called 4-5 times each day). I have never been able to get to talk to a person in the past 4 days that I have tried. I understand that being on hold is a matter of doing businss, but 45 minutes to an hour per call without talking to anyone is outrages.The issue at hand is a simple one if I could talk to someone.Desired Settlement: Please call me so we can resolve this issue.

Business

Response:

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

Review: I have had a Service Line Warranty for 2 years. On 02/13/15 late in the evening I noticed a leak in my front yard. I turned off the water and immediately filed a claim on the website. I spoke to someone with the company the next morning. This was the only positive contact. After not hearing from the contractor, I placed a second call only to get a quick call from the contractor stating he should be out the next morning. 2 days passed so I called the contractor who said he would be by shortly. The contractor stopped by for a few minutes and said he coundnt even start without a locator and that the leak detector would call the same day. 2 days passed and the leak detector finally called and came out to locate the leak. 2 more days and 2 phone calls later the contractor showed up unannounced, took 2 shovelfulls of dirt out and said the locate wasnt right and they would have the leak detector out later that day. That was 9 days ago and nothing else has happened. I have made more calls to Service Line Warranties and all that happens is I get transfered to the contractor who promises same day service then 2 days later I call Service line again. I have made multiple calls demanding another contractor because this one obviously does not care and all they want to do is send me back to the contractor again. My only hope is that the company at lease cares what the Revdex.com thinks about them enough to come fix my leak that has now more than tripled in size. PS. The leak has gotten so bad that I can only turn the water on for 5 minutes at a time when needed or the entire yard floods. Today is day 16 without water.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.

Business

Response:

[redacted]

Revdex.com

Serving Western Pennsylvania

Claim ID: [redacted]?

Customer Information: [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,

Customer Care Manager

Review: SLWofA has not been repeatedly unsucccessful in securing a contractor to come over and complete the service issue claim that I have filed with them.

outside sewer drainage appears to be clogged and needs immediate attention to avoid expensive inside house damage. the service claim was filed on 2/10/15 and every time I speak to them on the status about getting a contractor to come over they say someone will contact in 1 hr but nothing so far. Repeated conversations with their customer service representative only gets me the same message "someone will contact in 1 hr".Desired Settlement: Immediate resolution and any resulting repairs to be handled by them at their expense.

Business

Response:

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 contact with our company to file an external sewer line claim earlier this month. On February 10, 2015 Mr. [redacted] called our Customer Care call center to inform us of an external sewer line issue. As a result a claim was filed (#[redacted]) and a contractor was dispatched, [redacted] Service, to contact [redacted] so that a service call could be scheduled for the customer. It is a requirement for our contractors to contact the customer no later than an hour after the dispatch to schedule the service call. As the contractor, [redacted], did not meet this requirement and Mr. [redacted] was unsuccessful in his attempt to speak to the contractor, he called back to SLWA on February 12, 2015 to have an alternate plumber assigned, [redacted] plumbing, which was done. The contractor provided service to [redacted] early the following week however he (Mr. [redacted]) contacted us on February 20, 2015 to advise that he is still experiencing sewer back up issues. I called Mr. [redacted] on the same day, he told me that the contractor was scheduled to return to provide service for the issue. I assured Mr. [redacted] that I will contact him the following week to ensure that all necessary service and repair has been completed to address his Revdex.com claim. When I returned the call on February 25, 2015 Mr. [redacted] advised that the sewer was again draining slowly, at which point we dispatched the contractor back to address the issue. I called Mr. [redacted] on February 26, 2015 and left a voicemail and called again on February 27, 2015 to speak to him and confirm that the work was completed. Mr. [redacted] 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 shareholders. It is with this that Mr. [redacted] 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 [redacted] this week to ensure that no reoccurrence of the issue has taken place. Very truly yours, [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. It appears that [redacted] personally ensured that the issue was resolved satisfactorily.

Regards,

Review: I HAD A PLUMBING ISSUE IN MAY OF 2014 WHICH I PAID FOR OUT OF POCKET WITH DELTA PLUMBING. I RECEIVED AN ADVERTISEMENT FOR SERVICE LINE WARRANTIES AND I CONTRACTED WITH THEM FOR WATER AND SEWER LINE COVERAGE. ON 09/29/2015 I CONTACTED SERVICE LINE WARRANTIES ABOUT A PLUMBING ISSUE. THEY CONTRACTED [redacted] TO COME AND SERVICE THE PROBLEM. [redacted] CAME THE NEXT DAY AROUND 8:30 TO 9:00 PM (IT WAS DARK) TO FIX THE BLOCKAGE. THE PLUMBER TOLD MY HUSBAND HE WOULD BE BACK THE NEXT DAY BECAUSE HE NEEDED A CAMERA TO SEE WHERE THE PROBLEM WAS LOCATED. WE NEVER HEARD BACK FROM THEM. WE RECEIVED A FOLLOW UP CALL FROM SERVICE LINE WARRANTIES ASKING IF THE PROBLEM HAD BEEN FIXED. MY HUSBAND TOLD THE YOUNG LADY NO. SHE SAID SHE WOULD FOLLOW UP AND GET BACK IN TOUCH WITH A RESOLUTION. ON 10/02/2015 MY HUSBAND RECEIVED A VOICEMAIL FROM MATT (SERVICE LINE WARRANTIES) STATING THE OUR CLAIM WAS DENIED DUE TO THIRD PARTY NEGLIGENCE. APPARENTLY THE CONTACTOR CAME TO THE HOUSE ON 10/02/2015 (WHEN NO ONE WAS HOME) AND STATED THAT THE PREVIOUS PLUMBER INSTALLED SOMETHING WRONG AND THAT SERVICE LINE WARRANTIES WAS DENYING MY CLAIM. I HAVE CALLED AND SPOKE WITH MATT AT LEAST 3 TIMES AND EVERY TIME I SPEAK WITH HIM HE ASSURES ME THAT HE WILL PROVIDE PAPERWORK FROM [redacted] STATING THAT 3RD PARTY NEGLIGENCE. TODAY IS 10/19/2015 AND I STILL HAVENT RECEIVED ANY PROOF OR PAPERWORK STATING THIS. IN THE MEAN TIME MY PLUMBING IS STILL BACKED UP AND EVERYONE JUST KEEPS GIVING ME THE RUN AROUND. THE PURPOSE OF THE SERVICE IS TO COME AND FIX ISSUES AND I PAY MY MONTHLY DEDUCTIBLE EVERY MONTH ON TIME. THIS IS THE FIRST TIME I HAVE FILED A CLAIM AND NOTHING IS BEING DONE. I JUST WANT THE PROBLEM FIXED.Desired Settlement: I WANT SERVICE LINE WARRANTIES TO PROVIDE A RELIABLE CONTRACTOR TO COME AND FIX THE ISSUE.

Business

Response:

October 30, 2015

Complaint ID: [redacted]

Customer Information: [redacted]

Dear Ms. [redacted],

Service Line Warranties of America regrets any concern or inconvenience caused to Ms. [redacted] regarding her recent external sewer line warranty claim.

On Tuesday September 29, 2015 Ms. [redacted] contacted SLWA to file an external sewer line warranty claim. The contractor’s assessment of the service call was that an external sewer line warranty claim was ineligible due to third party negligence: previous work done for Ms. [redacted] by a private contractor in May of 2014 resulted in a “back fall”, a term used to describe the pitch of the pipe going the wrong way. The result would likely indicate that the rest of the sewer has a bad pitch which would prevent the sewer from draining properly, the cause of the back up that Ms. [redacted] filed the claim for.

The customer was advised that the issue will have to be addressed with either the contractor that made the repairs in May 2014 or a non-network privately hired contractor as SLWA could not maintain the sewer moving forward. Ms. [redacted] informed me that she has requested a written assessment from SLWA so that she can adequately communicate the needed repairs to her contractor of choice.

Service Line Warranties of America is committed to act with the highest level of integrity and ethics in our relationships with our clients, customers, employees, contractors, and shareholders. The customer called initially to file the claim on Tuesday September 29, 2015. I have spoken to Ms. [redacted] on Tuesday October 27, 2015 at which point she has not received her written assessment as requested. I have forwarded the assessment to her via email later that day. Ms. [redacted] confirmed receipt of the assessment by email reply the following day, Wednesday October 28, 2015. SLWA is proactively working to ensure that oversights of this nature are prevented as well as resolving them in a timely manner when they do occur.

Very truly yours,

John K[redacted]Customer Care Manager

Business

Response:

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: 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 Mr. John K[redacted] (Sewer Line Warranties) they contracted another company to come out. The other company came out on 11/10/2015 and diagnosed the problem. I contacted Mr. John K[redacted] on 11/12/2015 for an update on when work will be performed. I have not heard back from Mr. K[redacted] as of yet. The bottom line is I have been paying for a warranty since June of 2014. 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 09/30/2015 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 opinion. Ms. [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 line. On 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 line. She was requesting status on the claim. I replied, via email, that I would confirm and provide the information to her. On 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 her. The 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 Manager. This information was included in my email to Ms. [redacted] on Friday November 13, 2015:John, Lee from [redacted] explained the same thing as [redacted] did. The cleanout was installed, by our customer’s privately hired contractor, incorrectly. It has back fall which is causing the issues and will continue to until she has her own contractor fix it. The rest of the sewer is in good shape as it conveys wastewater properly. I have attached the email with the video from [redacted]. On the video you can listen to Lee explaining the situation to our customer several times. Service Line Warranties of America regrets any frustration and inconvenience caused to Ms. [redacted] in regards to her sewer line repair. On Monday, December 7, 2015, I spoke to Ms. [redacted]. She has advised me that her sewer is currently open and flowing. Whereas 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 necessary. Ms. [redacted] confirmed that this was acceptable. I have assured her that she can contact me directly via phone or email with any further questions, concerns, or assistance that she may require. Very truly yours, John K[redacted]Customer Care Manager

Review: I called service line warranty on 5-20 at 12:52pm due to my main drains backing up in my basement suddenly, I was all the sudden unable to use any water. The company said they would send a contractor who did come out that evening. He snaked my sewage pipe and told me he told me his got mud back which means my sewage pipe is broken somewhere and that no water could be used till it was fixed. The next morning I called service line at 11:40am and again at 4:21pm. I received a call from the original contractor after that stating he was instructed to come back and camera inspect my pipes. He came back that night located the break and marked my yard. He stated I should be hearing from the company tomorrow. I again called the company on 5-22-15 at 4:23pm because I had not heard from them. They said they had just received a bid on estimated cost of repairs and that their contracting department would have to review it and that they would then be in touch. I again called on 5-23-15 at 7:24 am to inquire as to what was going on. I was told that the contracting department was out of the office for the holiday weekend and that I would not get an answer till at least Tuesday. I have previously asked and was insured that my claim would not be delayed because of the holiday. I called again on Tuesday May 26th at 9:17am to again try to find out when my broken sewage line could be fixed as I am still not able to use water. I received a call back at 2:43 on 5-26 stating they were sending a second contractor for a second opinion. That contractor came at 11am on 5-27. He verified the line was broken at told me he would immediately let the company know. I called the company again. I finally got a call at 9:23am on 5-28 that the bid of the second contractor was $4700 and I would be responsible for the other $700. I said no problem and they also wanted me to sign a release of responsibility for my tree which I agreed to. I not received anything to sign, no work has started. 15 days without a working sewage pipe.Desired Settlement: I would like my sewage line fixed. 15 days is way to long to go without being able to use water in your own house. I cannot shower, use the bathroom, do laundry or anything else involving water. My basement is flooded with water and smells terrible because its had standing water for 15 days. I can only imagine the mold that could be growing which is a huge health issue. The carpet downstairs is partially ruined because of the water backup and I want the sewage pipe fixed.

Business

Response:

June 24, 2015 Complaint ID: [redacted]Customer Information: [redacted] Dear Ms. [redacted], Service Line Warranties of America (SLWA) sincerely apologizes for any inconvenience or frustration that may have been caused to Ms. [redacted] regarding her external sewer line warranty claim. We appreciate her patience and understanding with our efforts in providing resolution in light of the unusually complicated circumstances surrounding this particular claim. Please excuse the delayed response to the complaint; the intent was to include all pertinent information up to and including the completion of the job in order to ensure Ms. [redacted]’s satisfaction. On Wednesday, May 20, 2015, Ms. [redacted] called into SLWA to file an external sewer line warranty claim. The original contractor dispatched for the work, [redacted] submitted an estimate that included work that would involve digging under a large tree on Ms. [redacted]’s property. Contractor Services Manager [redacted], after conferring with [redacted], enlisted the services of contractor [redacted] for a second opinion due to the initial estimate differing from the scope of work necessary to resolve the claim. [redacted] arrived at the residence of Ms. [redacted] on Wednesday, May 27, 2015, for the second opinion. The weather in [redacted], during this time was a significant factor in the additional time it took to make the second opinion; heavy rains backed up contractors on existing jobs and created a dangerous situation with severe ground saturation, preventing digging and excavation. This period also included the Memorial Day weekend. SLWA received an estimate for the job on Thursday, May 28, 2015. The cost of the work was more aligned with the scope of the work to be completed and significantly higher than the earlier estimate. [redacted] advised of their concern with the liability of the tree. The sewer line, which ran directly beneath the tree, would have to be accessed by digging at a depth of 9 feet. Based on this situation, the contractor advised that he would perform the work for Ms. [redacted] only after she would sign a Release of Liability form. [redacted]’s attorney was contacted to produce the Release of Liability form. SLWA contacted her the same day and advised her of the agreement: $4000.00 to be paid by SLWA to our contractor and she would be required to pay a $700.00 out-of-pocket expense. Ms. [redacted] agreed to sign the Release of Liability and to pay $700.00 towards the work that needed to be done, however, she did not want the tree to be cut down. On Monday, June 1, 2015, [redacted] sent pictures of the tree to SLWA and again on Wednesday, June 3, 2015. After Ms. [redacted]’s Revdex.com complaint on the same day, Wednesday June 3, 2105, our Contractor Services group and Senior Management reconvened to implement an alternate plan of rerouting the external sewer line rather than jeopardizing the integrity of the tree and/or property. During the time period from Thursday, June 4, to Wednesday, June 10, 2015, SLWA worked in conjunction with [redacted] County Wastewater Authority Chief Inspector [redacted] and [redacted] to collaborate on the best course solution to Ms. [redacted]’s situation: reroute a new sewer line to a new tap at the main and seal the old tap internally at the main. An estimate for the job was priced not to exceed $10,000.00 and a 1-CALL was scheduled, as required by law to mark all underground lines in the area. Chief Inspector [redacted] met with [redacted] to collectively discuss the design of the new sewer, and calls were made to schedule a contractor bid for the reseal of the old tap. On Monday, June 15, 2015, AA Drain and Chief Inspector [redacted] set elevations, re-camerad line, and mapped out the route to the new tap to ensure the work to be completed meets all appropriate requirements and codes. Later that week, Thursday, June 18, 2015, Chief Inspector [redacted] approved the start of the job. [redacted] broke ground the same day and began work in order to complete the job in a timely manner, which was completed the next day, Friday, June 19, 2015. [redacted]’s service was then inspected by [redacted] County Wastewater Authority to ensure compliance to city and county requirements for the work performed. 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 SLWA has affected repairs at a cost that dramatically exceeded its contractual obligations, at no cost to Ms. [redacted], in an effort to satisfy the customer’s requests. In recognition of her wishes that the tree on her property remain intact, the adverse weather conditions and the time taken to establish the second opinion and estimate, obtain the appropriate permits and approvals, and performed the work required, we have offered Ms. [redacted] temporary lodging, which she declined in order to remain with her pets. I spoke to Ms. [redacted] on Monday, June 22, 2015, to confirm that the work has been completed to her satisfaction and offered my contact information. I have emailed her to contact me in order to schedule our contractor to return to her residence in order to cut down two clean out pipes in her yard once the ground has settled and informed her that the [redacted] County Wastewater Authority is scheduling a contractor to reseal the old tap. Very truly yours, [redacted]Customer Care Manager

Review: I paid for a year of coverage in October. The check cleared in mid-November. I received a bill at the end of November for $79. I called at the beginning of December when I received the first bill and was informed we were not covered and was told I would be called back to advise of the resolution. I was never called. I got another bill for $79 at the end of December, again showing no coverage for our address so I asked for a refund of the $79. I was told by the rep that they would have to talk to a supervisor and I would be called back. That was earlier this month in the first week. I finally got a call this morning saying that we would be getting a refund for $58-something, prorated for the amount of time we were covered in November, December, and part of January instead of the full $79, when each time I called in about the bills I was receiving for the amount of the check that had cleared, I was told there was no coverage at my address. Now that a refund is being issued, suddenly we had coverage for this whole time we were being billed for something I had already paid.Desired Settlement: Full refund of $79. That is all.

Business

Response:

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,

Customer Care Manager

Service Line Warranties of America

He called them for a collapsed sewer line [redacted] was discovered during a inspection. They denied the claim because they weren't called first. We did not know there was a problem until the inspection, how did we know to call them. Feels like a big scam collecting money and never paying any claims. Fraud?

Review: I have tried calling a few times, left messages and have sent two e-mails, May 30th and June 3rd, and have not gotten a response from any of them.I never received any terms and conditions on how to file a claim, just a statement for enrolling into the warranty program. It wasn't until after I had my sewer main replaced thay I looked it up on the website because I had found the biil for the warranty. I understand that they have your own network of Licensed and Insured Contractors, which I would have liked to have used. When I had two different contractors out because of the sewer backing up and the old clay tile had collapsed something needed done and I did not know how to file a claim with SLWA. thier offer to only pay $500.00 of the $7200.00 bill that I had to pay is ridicules when on thier website they state that, Coverage caps listed in the Terms & Conditions are per occurrence as follows:Sewer - $4,000. I understand that they will not pay the full amount, but only paying approx. 6% is unacceptable.Desired Settlement: I would like SLWA to pay the $4,000.00 sewer cap and to pay for basic restoration to the site, like thier warranty claims to do.

Business

Response:

Service Line Warranties of America (SLWA) received correspondence regarding the complaint referenced above on June 25, 2014. The complaint pertains to Mr. [redacted]’s dissatisfaction with SLWA decision to reimburse $500 towards his out-of-network contractor’s invoice totaling $7,200.

Mr. [redacted] enrolled by business reply card with Service Line Warranties on May 28, 2013, for an External Sewer Line Warranty. On June 6, 2013, SLWA mailed Mr. [redacted] a copy of his Terms and Conditions which includes the following language: To initiate a service call under this Service Program, you must call SLWA, toll free at ###-###-#### (assistance is available 24 hours per day, 7 days a week) before any work is performed. All work must be performed by an authorized SLWA contractor. Any exceptions to this are at the sole discretion of SLWA’s liability for reimbursement on work performed for a non-SLWA contractor exceed $500.

On May 12, 2014, Mr. [redacted] called into SLWA to report he experienced a back-up with his sewer line, and he contacted his own plumber for repair. Mr. [redacted] stated that he failed to remember he enrolled in the External Sewer Line Warranty. The agent explained to Mr. [redacted] that SLWA does not reimburse residents who hire their own plumbers, based on SLWA’s Terms and Conditions. Mr. [redacted] was instructed to send in his contractor’s invoice and a letter explaining why he did not follow the Terms and Conditions and management will review.

The paperwork from Mr. [redacted] was received by SLWA on May 15, 2014. Mr. [redacted]’s letter (dated May 12, 2014) stated he was going through papers and found the warranty papers that he forgotten he had enrolled. Mr. [redacted] letter states he had sewer problems back in January and had [redacted] come out and replace the main line.

On May 19, 2014, SLWA Contractor Management Services reviewed Mr. [redacted]’s request for reimbursement. Based on Mr. [redacted]’s letter dated May 12, 2014, the management team stated Mr. [redacted] events did not follow the SLWA Terms and Conditions, and the date of the invoice Mr. [redacted] submitted dated back to January 2014. SLWA questioned why Mr. [redacted] did not contact SLWA in January, 2014, and now are now in May 2014.

On May 21, 2014, a letter was sent to Mr. [redacted] explaining the total amount of reimbursement ($500), Terms and Conditions, and a request for him to sign a Release of Liability since the External Sewer Line was not repaired by SLWA. The letter explained upon receiving the Release of Liability, the check for $500 would be sent to him.

On June 3, 2014, Mr. [redacted] emailed SLWA Customer Service and expressed his displeasure of the $500 reimbursement, stating he never received a copy of the Terms and Conditions. He did not know how to file a claim; he understood that SLWA contracts with a network of licensed and insured contractors, which he would have liked to use. Mr. [redacted] stated he needed to contact a contractor due to the urgency of his sewer backing up, because he did not know how to file a claim. He spoke about the landscaping that was needed and how SLWA would have also taken care of this responsibility.

On June 9, 2014, SLWA responded to Mr. [redacted] inquiry on the reimbursement for the External Sewer Line warranty expressing apology that we would not be able to reimburse the total requested amount, but only $500. Another copy of the Terms and Conditions were provided.

SLWA wants to be able to provide service for all customers associated with the warranty programs, but in Mr. [redacted]’s request for reimbursement was not authorized under SLWA Terms and Conditions; there is question why Mr. [redacted] is seeking reimbursement in May, 2014 for a January, 2014 invoice.

We apologize for all the inconveniences Mr. [redacted] experienced, and hope the reimbursement of $500 will be considered as a good will offer on our behalf. If there are any further questions, I will be happy to answer. I can be reached at ###-###-####.

Best regards,

Manager, Customer Service

Consumer

Response:

On June 17, 2013 I received a statement for $52.00 annually that I can have external sewer line warranty and that the payment can be automatically deducted from my checking or savings account. I never received a copy of the Terms and Conditions telling me how to file a claim that SLWA supposedly mailed out June 6, 2013. I wrote a check and sent it in on July 5, 2013 thinking that’s when I enrolled, the check cleared on July 10, 2013. I never got anything else from SLWA. On May 12, 2014, I called SLWA to report that I had a back-up with my sewer line, and contacted a plumber for repair. The agent never explained to me that SLWA does not reimburse residents who hire their own plumbers, based on SLWA’s Terms and Conditions. The agent instructed me to send in my contractor’s invoice and a letter explaining what had happened and that SLWA would review it for reimbursement. I looked up SLWA on the internet and found out that they would only pay up to $4,000.00, I wasn’t happy with the fact that they would not cover the whole amount but could except that. Never did I see anything about SLWA would only reimbursement $500.00 for the External Sewer Line work performed by out-of-network contractor. I called in May 2014 about a January 2014 invoice because I had been talking to some neighbors who brought up that they had purchased a sewer line warranty and that jogged my memory and that’s when I looked for my invoice and found it but nothing else from SLWA stating how to file a claim. I only want what I had purchased and if SLWA contractors would have replaced my sewer line for $4000 and I paid $7200 then I have no problem paying the difference. As I stated I would have preferred to use one of SLWA licensed and insured contractors, but never receiving the term and conditions and how to file a claim I did not know what to do.

Review: I started receiving letters in the mail from what looked like a water bill from the Town of [redacted]. Same letterhead - very deceptive. When I opened the letter, it was an advertisement from Service Line Warranties. First mistake, advertiser deceiving the consumer. That really pissed me off. I've received a couple of similar letters since the first letter and I'm tired of wasting my time opening these useless advertisements. Second mistake - There's no [redacted] that lives here. The advertiser can't even get our names correct, so I'm sure they wouldn't be able to fix a water or sewer line correctly. FYI - It's called the [redacted] plumbing department and a shovel.

Revdex.com - I can't believe you're giving this company an A+ rating. I'll stop using the Revdex.com as a reputable source when researching companies.Desired Settlement: STOP SENDING THESE USELESS ADVERTISEMENTS.

Business

Response:

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 February 12, 2012, 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 February 12, 2012, 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. I have personally adjusted his prospect account to DO NOT SOLICIT based on his Customer’s Statement of the Problem, which will ensure that he receives no further correspondence from SLWA. I welcome the opportunity to speak to Mr. [redacted] personally if he so desires. Very truly yours, [redacted] Customer Care Manager

Review: On 4/3/2015 at or around noon I attempted to file a claim with (SLWofA) and waited for quite along time. I just decided to leave a call back number per the prompts given. I never received a call back from the company. Then on 4/6/2015 at 4:30 PM I call again and left my home telephone number. Once again no call back from (SLWofA).I was calling this company due to the warranty I have. The pipe leading to the street sewer was blocked and backing up. I ended up calling [redacted] who came out under an hour and resolved the issue. I began to think the warranty was fraudulent.Desired Settlement: Because I ended up paying $300.00 for the service from another company and put in that situation and yet to talk to anyone from the company(SLWofA) as of today.I was also informed that the pipe should be replaced leading to the street. Bellied pipe,and leaking joint were reported and need to be replaced if not I would like a full refund .

Business

Response:

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

Review: I continue to receive notices from this company that appear to come from the City of [redacted] They use the [redacted] Logo and everything. They make every attempt to appear this is an official City document. This constitutes fraud in my opinion. Elderly or disabled people may not be able to tell that this is a dishonest and unethical company and not the City of [redacted]Desired Settlement: They need to be forced not to use the [redacted] logo and not indicate that the offer comes from the "Office of the City Manager".

Business

Response:

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,

Manager, Customer Care

Service Line Warranties of America

###-###-####

Review: Sewer drain problem between our house and the city line at the street- checked with the city and they sent 2 men and they checked the problem, measured the blockage and found it to be on our property, SLWOA sent a man who attempted to clear the blockage and failed; SLWOA sent a man who worked 3-4 hours by digging a hole in our yard, 3ft X 5ft X 5ft deep, on Wed. Feb 17-18, without finding the blockage, placed plastic signs around the structure and left, telling us/me, they would call then return to finish the job. We've called, and attempted to call, numerous times with no results !!!

Business

Response:

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

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: Columbia Gas Service Partners covers my sewage line. The line broke and their contracted plumber came out to fix the line. [redacted] plumbing committed to the job, started the job and then never finished the job. I am now left with a broken sewage line and not enough warranty money to cover the repair. Columbia Services offered me a cash buy out but I was not happy with their offer. I am essentially getting this sewage job dumped on my lap because their employed plumber doesn't want to complete his work. Their excuse is that [redacted] is the only plumber in their network that can perform this work and they can not make him do his job. This is not a good enough explanation. We were also mislead by weekly telephone calls form Columbia Service and [redacted] Plumbing that the job would start in 2 weeks. These updates have gone on since April 2015 and the job is still not done.Desired Settlement: I am allotted a $4, 000 dollars per warranty claim to fix my line. I want the whole amount and not a discounted amount. I feel that Columbia Services is responsible for their employees and need to have more than one plumber who is capable of performing this type of repair. They should screen their employees better. They offered me $3,200 and I did not accept this amount. I feel it wrong to pay their plumber any amount for his work because he did not finish the work.

Business

Response:

July 13, 2015 Complaint ID: [redacted]Customer Information: [redacted] Phone: ###-###-#### E-mail: [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

Review: On 10/28/2013 we contacted this business to file for a sewer line problem. Three days later we had a contractor that was from a neighboring city come to our home and check the line. We didn't like their attitude or their demeanor. We called SLWOA and they said that this person was their contractor for this area. The contractor then tried to tell us that it would be $1400 over what the warranty covers. We told them that we would hire someone else to do the cement work. We asked repeatedly for a new contractor and was refused by SLWOA. They never returned any e-mails. It's now 11/20/2013 and we have not heard from anyone. We do NOT trust the person that they sent to our home. We do NOT want them tearing up our yard and home.Desired Settlement: We want a reputable contractor from OUR city to come and check our sewer line and to give us something in writing explaining the work to be done and what part that the insurance doesn't cover. If we do not receive the service that we paid for we will be forced to take other actions with our city to not endorse this company for the citizens of our city.

Business

Response:

Service Line Warranties of America (“SLWA”) received Complaint Number 9810469 filed by Ms. [redacted]. Firstly, SLWA apologizes to Ms. [redacted] for any inconveniences caused by the service failures. The Complaint states the service provided by the contractor assigned was unsatisfactory: the contractor was late, missed scheduled appointments, and the job is not completed. Also, Ms. [redacted] was notified by the contractor that she was responsibility for the concrete remediation charges totaling $1,400, which she states should not be her financial responsibility.

In exchange for a monthly fee, SLWA provides repair or replacement services for external sewer lines for those consumers enrolled in our Warranty Program (provided the nature of the problem falls under the corresponding Terms & Conditions).

Several phone attempts have been made to reach Ms. [redacted] regarding this complaint. Two voicemails were left at her home residence on November 26, 2013, as well as another call on Monday, December 2, 2013, where Mr. [redacted] advised to contact Ms. [redacted] after 6 pm. A returned call was made after 6 pm, where a voicemail was received and a message was left. SLWA takes great care to ensure that important matters such as this are properly managed and processed, although due to the contractor’s service level failure, as well as the communication breakdown between our internal staff and the contractor regarding who is responsible for the concrete repair costs, we have not succeeded in meeting Ms. [redacted]’s expectations. In light of this, SLWA made the decision to have our original contractor (or another local contractor if requested by Ms. [redacted]) make the sewer repairs necessary including the concrete work associated with the disturbance of the repair. There would be no out of pocket expense for the customer. We hope this will be acceptable to Ms. [redacted] The Manager of Customer Service will be in contact with Ms. [redacted] the week of December 9, 2013 to discuss the arrangements.

At SLWA, we take our customer complaints seriously, and appreciate that Ms. [redacted] brought this issue to our attention. Our contractor interaction and internal processes will be re-evaluated for process improvement and training based on this complaint ultimately striving for customer satisfaction.

SLWA appreciates the opportunity to review and respond accordingly. If you have any questions or comments regarding this matter, please feel free to contact me.

Sincerely,

Manager, Consumer Service

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 if they allow me to choose a contractor. I am awaiting a call back today 12/13/2013 from the Manager of customer service.