Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a service agreement from HomeServe for interior/exterior electrical protection. The term start date is listed as 3/26/25 and term end date is 3/25/26. It should be 3/26/24 to 3/25/25. I called HomeServe on or about 3/20/24 for a date correction. Was told they would correct it and within a couple of weeks, I would receive a corrected agreement. Called again on 4/17/24 and was told the same thing. Called again on 4/22/24 and was told that a corrected agreement would be mailed and emailed to me. Called again on 4/29/24 and was told that I would receive the agreement in the mail within 10-14 days. Also, was told that they didn’t send it via email, because I was taken off their marketing list. Called again on 5/23/24 and was told I would receive an email with the corrected agreement within 24-48 hours and they would also mail a corrected agreement. I have never received any emails with the corrected agreement, nor was it mailed to me. Additionally, today I went online and created an account with HomeServe. I located my protection plan. The start date noted for exterior/interior protection is 1/5/25. There is an inconsistency here. I just looked at our prior protection plan. We received two separate agreements in the past - one agreement for interior which ended on 3/25/23 and another protection plan for the exterior which ended on 1/5/23. The service agreement which we received in March, 2024, combines both interior and exterior; however, with incorrect dates. So, apparently, we are not covered for the year 2024. However, we are being charged $12.98 per month on our electric bill from HomeServe.

  Business Response

  Date: 06/10/2024

  We are in receipt of the
  complaint filed b* **** ***** ****** and regret to learn
  of her dissatisfaction. Service Line Warranties of
  America (“SLWA”) places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We
  take customer complaints seriously and are happy to report that the issue is
  resolved.
  
  In response to this complaint,
  a member of SLWA’s Office of the President conducted a detailed investigation
  of the issue and as a result, called **** ****** on June 6, 2024, and provided
  her with clarification regarding the documentation she received. **** ****** accepted
  this outcome.
  
  We
  trust this response satisfactorily resolves **** ******’s concerns. We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome **** ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 06/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recieved a bill in February for sewage insurance thru Service line warranties of America stating my payment was past due. I contacted the company knowing my bill was due till April. I said since I'm on the phone I'd just pay it then. I recieved another over due bill again in March. They stated they did not apply previous payment. On March 21st I called again and gave debit information again. This time I had a reference number ********. payment taken from my account in April. verified with my bank. On May 2nd my account was again charged 99.96 for sewage insurance. I called they said refund in 10 days. May 12th still no refund I called and was told the refund was not processed thru the company. On May 15th my bank statement shows a credit of 0.00 from this company. I called again and they had no idea what that was. They could not connect me to a supervisor or tell me the name of the CEO. I've had this company for years never had a problem. This renewal nothing but problems. please help me get my refund!

  Business Response

  Date: 05/23/2024

  We are in receipt of
  the complaint filed by **** **** and regret to learn of her dissatisfaction.
  Service Line Warranties of America (“SLWA”) places our customers at the heart
  of everything we do and considers customer satisfaction of utmost importance. We
  take customer complaints seriously and are happy to report that the issue is
  resolved.
  
  In response to this
  complaint, a member of SLWA’s Office of the President conducted a detailed
  investigation of the issue and as a result, called *** **** on May 20, 2024,
  and confirmed after the last reissue on May 14, 2024, she has now received her
  refund of $99.96. *** **** accepted this outcome.
  
  We trust this
  response satisfactorily resolves *** **** ** concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome *** **** to reach out to us with any further concerns.

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keep getting advertisement for gas line insurance coverage on a property I no longer own. I called the phone numbe* ************ and explained that I was not the property owner on this address. Two week later I received the same request for coverage on the same property. I did verify with Columbia gas that I no longer have an account on the same property.

  Business Response

  Date: 05/13/2024

  We are in receipt of the
  complaint filed by *** *** ***** and regret to learn of her
  dissatisfaction. Service Line Warranties of America
  (“SLWA”) places our customers at the heart of everything we do and considers
  customer satisfaction of utmost importance. We take
  customer complaints seriously and are happy to report that we have resolved
  this issue.
  
  In response to this complaint,
  a member of SLWA’s Office of the President conducted a detailed investigation and
  confirmed that on April 23, 2024, *** ***** had been added to the Do Not Mail
  list for the property she no longer owns. 
  We ask that *** ***** allow 4-6 weeks from that date for her request to
  be implemented. In the meantime, she may continue to receive solicitations
  while our system updates her profile.
  
  We
  trust this response satisfactorily resolves *** ******* concerns. We appreciate
  you bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome *** ***** to reach
  out to us with any further concerns.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** *********** I seem to get a cancellation notice once a quarter. "Your payment for the plan(s) is past due." This has been ongoing for years.
  The invoice doesn't include any payment history. When I go to the website, there's no information. No payment history and no account statement is available. "View Details" only shows the contact information. I repeatedly get the message "You currently do not have any active plans that are eligible for recurring payment."
  Why is making a payment so complicated? Does each of these notices put Service Line Warranties in a position of not being responsible for claims because each time the agreement is canceled and renewed, any claims become "pre-existing"?
  Service Line Warranties is the only company I do business with that makes it difficult to make a payment.
  Why?

  Business Response

  Date: 04/19/2024

  We are in receipt of
  the complaint filed by ****** ******** and regret to learn of his
  dissatisfaction. SLWA - Service Line Warranties of America (“SLWA”) places our
  customers at the heart of everything we do and considers customer satisfaction
  of utmost importance. We take customer complaints seriously and have attempted
  to reach out to *** ******** for resolution.
  
  In response to this
  complaint, a member of SLWA’s Office of the President(“OTP”) attempted to reach
  him on April 16, 2024, April 17, 2024 and again on April 19, 2024 by phone and
  email, but we were unable to make contact with him.
  
  We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome *** ******** to reach out to us to discuss his billing concerns. 

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally contacted Service Line Warranties on 1/8/2024 regarding a visible leak in the water line running to my home. I pay approximately $120/yr for this service and have for 10 years or more. They dispatched a plumbing company on 1/22/2024 to begin excavation to locate leak. On 1/25/2024 the plumber replaced the water service line from my house to the city meter. I was informed there was still a leak and it appeared to be coming from under my slab which is not covered under the warranty. I was told that I could hire my own plumber for any subsequent work. Before they left they completely refilled the excavation and water began accumulating again. In essence, their work had resulted in no change to my situation. At that point, I decided to call my regular plumber who I have worked with a number of years. My plumber re-excavated the line near my house and found the leak. The leak was located about 16" on the outside of my slab (not underneath) and in my opinion should have been covered under the warranty. The cost of the repair was $1668 (receipt attached). My plumber provided me with a video of when/where he discovered the leak (which I have attached). I immediately contacted Service Line Warranties and they began an investigation of the situation. I provided them with the video and receipt that my plumber had provided. At first, they were cooperative. They promised me an answer and there was some back and forth communication, but after a while that ceased. I called repeatedly and left messages, but got no call back or messages. I finally reached a point of frustration and decided to make this complaint in hopes it will save other people the problems that I have experienced. I think Service Line Warranties could have been scammed by their plumber because I got a new line from my house to the city. I think they replaced a line that probably didn't need replacing and charged Service Line for it.

  Business Response

  Date: 04/18/2024

  We are in receipt of the complaint filed by **** ******** and
  regret to learn of his dissatisfaction. Service Line Warranties of America
  (SLWA) places our customers at the heart of everything we do and considers
  customer satisfaction of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved. 
  
  In response to this complaint, a member of SLWA’s Office of the
  President conducted a detailed investigation of the issue and as a result,
  called *** ******** on April 15th 2024, and offered a reimbursement
  of the total amount paid for the water service line repair.  *** ********
  accepted this outcome. 
  
  We trust this response satisfactorily resolves *** ********
  concerns. We appreciate you bringing this matter to our attention and giving us
  the opportunity to respond.  We welcome *** ******** to reach out to us
  with any further concerns. 

  Customer Answer

  Date: 04/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid to renew my Exterior Water Service Line Insurance with Service Line Warranties online on 11/25/23 Account **********  The money was taken out of my bank account a month later, 12/28/23. The plan continued to show online the next renewal date was 11/25/24 but was in an expired column on the website. Called company on 4/1/24. They stated that my account was in fact expired even though they took my money in December. I would have to re-enroll if I wanted coverage. They stated that the money would be refunded to my account, but it has not to date 4/10/24. This company took my money, never covered me, and now they won't cover me unless I pay them again.

  Business Response

  Date: 04/12/2024

  We are in receipt of the complaint filed by ***** *****s and
  regret to learn of her dissatisfaction. Service Line Warranties of America
  (SLWA) places our customers at the heart of everything we do and considers
  customer satisfaction of utmost importance. We take customer complaints
  seriously and are happy to report that the issue is resolved. 
  
  In response to this complaint, a member of SLWA’s Office of the
  President conducted a detailed investigation of the issue and as a result,
  called *** ****** on April 11th 2024, and advised that the billing
  her had been corrected, her exterior water line plan had been reinstated, and
  her payment had been correctly applied.  *** ****** accepted this outcome. 
  
  We trust this response satisfactorily resolves *** ******’ concerns.
  We appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *** ****** to reach out to us with any
  further concerns.

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Line Warranties of America (SLWA) has charged my credit card 2 times for the annual fee for Exterior Sewer/Septic line coverage due in November 2023. I have been trying to obtain refund of overpayment since 1/31/24. I have made multiple calls to SLWA and even received a call from Lydia with HomeServe (my understanding is the SLWA is a Home Serve company) on 3/13/24 saying my refund was approved and I should receive credit within 7-10 business days. I called again on 4/4/24 as it had been 16 business days and was advised by Sabrina that the refund did not go through and it would have to be submitted again by the refund department. As of today, I still have not been credited the overpayment. This is unacceptable practice by SLWA and there is no reason my refund should not have been addressed in a timely manner. I will appreciate any assistance you can provide with obtaining this refund. I did read several complaint listed for SLWA in regards to duplicate payments and the BBB was able to assist with resolving this issue. Thank you, in advance, for your assistance.

  Business Response

  Date: 04/12/2024

  We are in receipt of the complaint filed by ******** **** and regret to learn of her dissatisfaction. Service Line Warranties of America (“SLWA”) places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are happy to report that the issue is resolved.
  
  In response to this complaint, a member of SLWA’s Office of the President (OTP) conducted a detailed investigation of the issue and as a result, called *** **** on April 10, 2024 and advised her refund was approved and we are in process of issuing her refund for the double billing. Contingent on receiving the refund *** **** has accepted this outcome.
  
  We trust this response satisfactorily resolves *** *****s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome *** **** to reach out to us with any further concerns.

  Customer Answer

  Date: 04/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.  The refund has been received. Thank you for your assistance with getting this complaint resolved as I was unable to get a resolution prior to submitting this complaint.  
  
  
  
  Regards,
  
  
  ******** ****

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023 I had a massive water leak under my slab of my house. To fix it required rerouting of our water lines. The plumbers contracted to assess and bid on the problem highed by the insurance assessed it about 2 weeks after reporting it and never did the bid. There were no plumbers locally that were able to complete the job in a timely manner so we asked if we could be reimbursed for our costs if we did the work ourselves. My contact ****** ******* negotiated so that I could do this. I was told that I would be reimbursed by my inside water line insurance that I could get reimbursed for the cost of my supplies and for my permit that was required to fix this myself prior to starting the work myself. My time spent would not be reimbursed because i was not a professional plumber, but because Coos Bay allows us to do our own work as a "private contractor" on the application we could get the supplies and permits reimbursed. i was given this promise from ****** over the phone and I was given the link to submit my claim. My claim was submitted on 10/29/23. I have emailed my contact with the company several times asking for updates on my claim. I called and to check on my claim and was told that they could see it submitted but no actions had been taken on it yet. My claim for $3,037.02 has not been reimbursed yet. I have paid this company over 300 dollars a year since 2018 and this is the first claim I have ever made. I do not feel it is unreasonable to get what was promised to me.

  Business Response

  Date: 03/28/2024

  We are in receipt of the complaint filed by ****** ******** and regret to learn of her dissatisfaction. HomeServe USA places our customers at the heart of everything we do and considers customer satisfaction of utmost importance. We take customer complaints seriously and are working with **** ******** to resolve the issue to her satisfaction. 

  A member of HomeServe’s Office of the President (“OTP”) is investigating this matter thoroughly and working diligently with **** ******** to review her reimbursement request and the invoices provided. We anticipate a detailed explanation and solution in the next week.

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We look forward to reaching a mutual resolution with **** *********

  Customer Answer

  Date: 03/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged 3 times and paid each time for our interior water contract for the year of $103.08 each time. The company then said that they did not receive the money and canceled our contract. My husbands Bank account shows them receiving the money three times in December, January, and February. I have called them and sent emails to them and they will not resolve this issue. I would like the contract reinstated, and a refund for two of the payments. Thank you.

  Business Response

  Date: 03/22/2024

  We are in receipt of the
  complaint filed by ******** ***** and regret to learn of her dissatisfaction.
  HomeServe USA places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously and are happy to report that the issue is resolved.
  In response to this complaint, a
  member of HomeServe’s Office of the President conducted a detailed
  investigation of the issue and as a result, called *** ***** on 03/22/24 and
  advised that HomeServe had issued a refund for the additional charges and
  reinstated her interior plumbing and drainage plan *** ***** accepted this
  outcome.
  We trust this response
  satisfactorily resolves *** ***** concerns. We appreciate you bringing this
  matter to our attention and giving us the opportunity to respond. We welcome
  *** ***** to reach out to us with any further concerns.

• Initial Complaint

  Date:03/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Line Warranties of America: On 12/26/23. I was unable to pay my quarterly premium via SLW website. I called their Customer service number and made a phone payment. However, the payment was never completed. I received a policy cancellation notice for non-payment. I called on 2/12/24. I was told the website was operational an to make the payment. I made the payment and the funds were deducted from my checking account on 2/14/24, I received another cancellation notice on 3/11/24.. I called and was informed that they could not see my payment and that I had to send bank statements to [email protected]. I did as directed along with showing payment history from their website for my account showing the payment. Additionally, I was also told to make another payment to renew the policy. I made the payment on 3/12. The funds were deducted from my checking account on 3/14/24. As of today, neither transaction shows against my policy and the account is delinquent with the policy scheduled to lapse on 3/22/24 for non-payment.

  Business Response

  Date: 03/29/2024

  We are in receipt of
  the complaint filed by ******* ****** and regret to learn of his
  dissatisfaction. Service Line Warranties of America places our customers at the
  heart of everything we do and considers customer satisfaction of utmost
  importance. We take customer complaints seriously and are happy to report that
  the issue is resolved.
  
  In response to this
  complaint, a member of Service Line Warranties of America’s Office of the
  President conducted a detailed investigation of the issue and as a result,
  called *** ****** on March 25, 2024 and advised we have corrected this issue.
  His two quarterly payments made on 2/12/2024 and 3/13/2024 of $16.98 and
  $18.48, have been correctly applied to his Exterior Water Service Line policy.
  We have restored his policy to active status with no current or previous lapses
  in coverage. *** ****** accepted this outcome.
  
  We trust this
  response satisfactorily resolves *** ******** concerns. We appreciate you
  bringing this matter to our attention and giving us the opportunity to respond.
  We welcome *** ****** to reach out to us with any further concerns.

  Customer Answer

  Date: 04/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******