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:10/27/2023

  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.

  Failure to honor service agreement.
  
  I entered into a service agreement with Service Line Warranties of America in January 2020 for coverage of my exterior sewer line and I have paid my yearly fees. Side note, I’m aware they used my city logo on their mailed solicitations for customers.
  
  My service agreement indicates coverage for a permanently blocked OR LEAKING LINE.
  
  In September 2023, due to slow drain issues, I hired a plumber that was recommended by my city public works department to inspect and video the line. Findings indicate the line is compromised at multiple points, causing ground water to enter into line and/or sewage to enter into ground water. Upon review of the video, the city has ordered me to have the line repaired within 90 days.
  
  I then contacted the warranty company to make a claim. They sent a plumber of their choice to inspect the line. He cleaned some tree roots out and obtained a video.
  
  Here is where it gets stupid.
  The warranty company begins to give me the run around. Transferring me around, putting me on hold, not returning my calls at times, and telling me they’re waiting on an estimate for the repair. This has been going on for a month now.
  
  The current position they are taking is that there is no coverage because the line isn’t blocked or leaking. IT IS LEAKING.
  
  I would like them to prove they’re not a scam company and to honor their service agreement.

  Business Response

  Date: 11/07/2023

  We are in
  receipt of the complaint filed by *** ***** ****** and regret
  to learn of her dissatisfaction. Service Line Warranties
  of American (“SLWA”) places our customers at the heart of everything we do and
  considers customer satisfaction of utmost importance. We take customer
  complaints seriously.
  
  In response
  to this complaint, a member of SLWA’s Office of President team (“OTP”)
  conducted a detailed investigation of the issue and as a result, contacted *** ****** on October 30, 2023. While the repair request was initially denied, SLWA has
  decided to approve reimbursement up to the benefit limit as a one-time courtesy
  and a resolution to this issue. Currently, HomeServe is awaiting the submission
  of the paid invoice from Ms. Bowman upon the completion of the repairs. *** ****** has acknowledged and accepted the 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:09/27/2023

  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.

  On 926, 2023. I contacted the company about a major water line break directly into my house. They said they were going to get somebody out there. They will contact me back and let me know. That was at about 330 Illinois time. I didn’t hear nothing for the rest of the day. On 926 2023. I called early in the morning to ask what is going on. They said they have contacted a company and waiting for them to call back and I should give them another four hours and then call them back. I called back four hours later no answer the company that they were trying to come out here to fix that leak did not answer so they’re trying to get to another company. Then they told me I have to wait another four hours and they were going to call me back within two hours to let me know. no status update for the rest the day I called two more times and got the same answer. Don’t know how long it takes. They gonna call me back. No phone calls. this morning on 927 2023. I got Josh on the phone he told me the same thing I have two disabled, elderly in my home and 87 year old and 75 year old. Both have dementia and Alzheimer’s. I have no running water in the house . So far there is no resolution to my problem they offered me to do the reimbursement route which I can’t afford. I was told by Josh that they would contact me back today to see what the status of this claim is. So there is two days gone with no running water in the house. The break is still there and this is a major waterline break not a clogged up toilet. They need to come out and fix this. I called 8 times so far.

  Business Response

  Date: 10/06/2023

  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 repair has been completed and the matter 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, the member was able to confirm that
  *** **** experienced a delay in service due to contractor availability. The
  member contacted *** **** on September 29, 2023, and confirmed that HomeServe
  completed the repair on September 27, 2023. Because of the delay in service,
  *** **** was offered a one-time courtesy payment. *** **** accepted the offer
  and confirmed her satisfaction.
  
  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:09/25/2023

  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.

  My name is *** ********. I am filing this report for my 85 year old mother because she is not capable. Under her name we will be using my email and phone number. My mother has been paying insurance premiums to Service Line Warranty for five years. Since June 2023 we have had a problem with our sewer line. My mother has been snaking the line out at her expense, every two to three weeks. After having a camera ran down, we found that the original line settled. All the information was sent to Service Line Warranty. After many weeks of no replies or resolution, we were finally able to talk to the
  secretary.
  We were told that the claim is denied because it was a third-party install. Not true, this is the original line. The lady that I talk to could not give me a clear description of what a third party install is and how they would know. We were told that we would have to talk to management or supervision on this issue. After being put on hold for many times, and long periods of time we were told that management will contact us. Not surprising that did not happen. Service Line Warranty has no problems taking my mothers premiums for this sewer line but when there’s a problem, they want nothing to do with it. My mother has to use the neighbors bathroom often. She has been having sewage back ups in her home. Looks like Service Line Warranty stays in business by taking advantage of the elderly. Her policy, with Service Line Warranty is under her name,af ****** ******* *** *** ******** **** ***** *** ** ****** We appreciate you looking into this matter for us. Thank you.

  Business Response

  Date: 10/04/2023

  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.
  
  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: 10/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  My name is *** ********* I am filing the complaint for my 86 year old mother, ****** ******, who is not capable.  I was directed by the BBB to bring to your attention ,our complaint, that has been pushed aside, dismissed, and ignored.  Since June 2023 we have been trying to get our claim resolved with Service Line Warranty for my mothers sewage line that my mother has been paying insurance premiums on. Since June 2023, Service Line Warranty has acknowledged that there’s a problem, but fails to follow through with the repairs. We have had four different companies come out and tell us that the sewage line has settled, leaving a low section in the line, creating sewage back up. Since Jun, Service Line Warranty scheduled three different companies to send a camera down the sewage line to assess the damage. Each company tells us that there is a belly in the sewage line that has settled. With normal use the line will plug up disrupting gravity flow. Three times, Service Line Warranty told us there’s nothing they can do about the repair because the companies that they hired failed to give them camera footage. After filing a complaint with the BBB, Service Line Warranty passed off our claim to a company called Home Serve. Again, Home Serve. sent out a company, Santa Fe Express Plumbing and Drain. They sent a camera in the sewage line and told us there is a belly in the sewage line. Again we had no follow up call from Home Serve. After several weeks we finally got a hold of the secretary. We found they are not going to do  anything about this sewage line, claiming that they have insufficient evidence that there’s a problem. Also, stating that my mother needs to monitor the sewage line and call them when there’s a problem. We have already removed sewage from her house several times and havewho is not capable.  I was directed by the BBB to bring to your attention , had this line snaked out so my mother at least can run water. She is not using the toilet in her house in fear of another sewage backup, having to use the neighbors bathroom. What Home Serve is telling us is they’re not going to do anything about the sewage line until my  mother gets another sewage backup in her house again. It looks to me this is just another stall tactic by Home Serve, hoping that my mother will not follow through.
  
  The last two companies that came out and looked at the sewage line told us there is a problem, and due to gravity flow being disrupted, the sewage line will always be a problem until it’s repaired. My mother is still using the neighbors bathwho is not capable.  I was directed by the BBB to bring to your attention ,room to get through this issue. We've been patiently waiting for Service line Warranty to fulfill their commitment.  it sounds like they are doing anything possible to not follow through and wash their hands of this problem.
  who is not capable.  I was directed by the BBB to bring to your attention ,
  The last two companies that were at my mothers house, confirming there’s a problem with the sewage line were:
  ****** *********  ************ sent by  Service Line Warranty *** *** *****
  ***** ** *******, Plumbing and Drain  **********1  sent by **** *****  *** *** ****
  
  
  It sounds to me like Service Line Warranty, passes  off their claims to Home Serve, washing their hands of their obligation.
  We appreciate any support from the BBB in taking care of this issue. Also. I will forward all the original BBB complaint over to you.   
  Thank you for any support with this issue.
   *** ********* *** *** ****

   

  Business Response

  Date: 11/09/2023

  We are in receipt of the rejection
  complaint filed by *** *** ********* on behalf of his mother ****** ****** and regret
  to learn of his continued 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.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) contacted *** *******s
  on October 19, 2023. The OTP agent explained that his mother's sewer line is
  functioning properly and is not in need of repairs. After evaluating the
  footage and consulting with our reliable network service providers, HomeServe decision
  has not changed; the belly in the service line is maintainable* *** ****** should
  continue using her facilities as usual and must contact HomeServe in case any
  new issues arise.  
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome *** *******s
  to reach out to us if further issues occur.

• Initial Complaint

  Date:09/13/2023

  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.

  BREACH OF CONTRACT, PAIN AND SUFFERING FROM WAIT FOR A WEEK OF SEWAGE IN MY FINISHED BASEMENT. ALL THEY DO IS GIVE YOU THE RUN AROUND. WEEK MISSED OF WORK SITTING AND WAITING FOR A PLUMBER THAT THEY PROMISED 4 TIMES WOULD COME TO MY HOUSE AND HOURS ON 21 PHONE CALLS TO GET THE ACTION THEY PROMISED

  Business Response

  Date: 09/21/2023

  We are in receipt of the
  complaint filed by *** *** ******r 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 working with *** ******* to resolve this
  issue.
  
  In response to this complaint,
  a member of SLWA’s Office of the President (“OTP”) called *** ******* who
  informed us that he had hired his own service provider. OTP informed *** ******* that we would consider reimbursement for covered repairs up to the
  benefit limit of the Exterior Sewer/Septic Line service agreement upon
  receiving the required documentation.
  
  We
  appreciate you bringing this matter to our attention and look forward to
  working with *** ******* towards a mutual resolution.

• Initial Complaint

  Date:09/08/2023

  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 signed up for Sewer and Water line warranty in the event something happened to my private lines. I’ve been a member since 2020. Recently, discovered my sewer line needs to be repaired and HomeServe has rejected to help with this citing it’s due to improper installation. I have lived in my home for 40 years and no work has been done on my sewer line. My home was built in 1955, when they installed pipe using clay. I believe over the years and considering it located in the woods it has caused the pipes to be exposed and damaged. The sole purpose of signing up for the warranty is to help cover the cost. Now I’m left trying to figure out who to find to help and where to get the money. I feel like this warranty is a complete scam. Geared at taking customers money and not trying to help resolve issues at all.

  Business Response

  Date: 09/18/2023

  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 are
  continuing to work with *** ******* to reach a mutual resolution to this issue.
  

  
  In response to this complaint a
  member of SLWA’s Office of the President team “OTP” contacted *** ******* on September
  12, 2023, and advised further investigation was needed based on her complex sewage
  situation. Currently, SLWA has completed a secondary visit of her home and is
  awaiting further information from the city sewer authority before determining
  next steps.
  
  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: 09/22/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I do appreciate that HomeServe sent the contractor back to my home to do a deeper investigation into my sewer line. However, the issue is not completely resolved at this time so I do not wish to close this case until it is. 
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 09/29/2023

  We are in
  receipt of the complaint rejection filed by *** ******* and regret to learn of her continued 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 are continuing to work with *** ******* to reach a
  mutual resolution to this issue.
  In response to this complaint a
  member of SLWA’s Office of the President team “OTP” contacted *** ******* on September
  22, 2023, and advised further investigation was needed based on her complex
  sewage situation. Currently, SLWA has completed a secondary visit to the home,
  and are in the process of submitting a proposal and estimate to SLWA. On
  receipt of the new proposal, we will liaise with *** *******, and are committed
  to support any covered repairs under the Sewer/Septic Line Service
  Agreement 
  
  We appreciate you bringing this matter to our attention
  and giving us the opportunity to respond. 

• Initial Complaint

  Date:07/20/2023

  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.

  This company is not providing the coverage that they advertise. My sewer line keeps backing up because the line is damaged. Each time, I have to pay thousands of dollars to clean up the raw sewage.
  
  This time, their plumber found a cable stuck in the line, which was left by one of the previous service providers who tried to augur it. So not only have they not fixed the cause of these backups, but they've actually contributed to more damages.
  
  Their last plumber couldn't clear the line, so the warranty company sent someone else out to jet it.
  
  I still had to clean up the sewage and try to stop this from happening again and again. I sent out another plumber who took out the house trap and took camera footage. He found a blockage just on the other side of the trap and another major blockage farther in the line.
  
  This is the reason that the line can't be cleared.
  
  This warranty company is claiming that the line is now clear and would have to have an active sewer backup for them to take any action. This WAS an active sewer backup and they didn't fix the problem. Even their plumber said he couldn't unclog the line.
  
  I had asked for a call from a supervisor before the jet company came out and never heard back. Now, one day after the line was jetted, the warranty company asks me why I didn't call them immediately after the line was jetted. Well, I was still waiting
  on your call. And on top of that, I was still having to deal with this issue without any effective help from this company. Now they're punishing me for having to shell out my own money to deal with this catastrophe.

  Business Response

  Date: 07/28/2023

  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.
  
  In response to this complaint a
  member of SLWA’s Office of the President team “OTP” contacted Ms.
  Sadres on July 24, 2023, and completed a detailed investigation of the issue. A
  network contractor cleared the sewer line on July 19, 2023. As *** ****** *ontinued
  to be unhappy with the actions taken, SLWA has approved a network
  contractor to go out to the home to camera the sewer line again. Once,
  the contractor submits his findings to SLWA we will perform an additional
  thorough review of the information to move towards a mutual resolution.
  
  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:06/15/2023

  Type:Billing 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.

  This home warranty company has attempted to charge my credit card 3 times in the last month.
  
  I have no business with them.
  
  My credit card has declined the charges.

  Business Response

  Date: 06/23/2023

  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 pleased to
  report that the issue has been 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, spoke with *** ***** by phone on June 20, 2023,
  and canceled her Exterior Service Line coverage at her request. *** ***** 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:06/10/2023

  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 filed a claim for our sewer replacement and have never heard anything from them since and they will not return my emails or phone calls. Claim was for $8000.00

  Business Response

  Date: 06/19/2023

  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.
  
  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 *** ******* by phone on June
  13, June 16, and June 19, 2023. We highly encourage *** ******* to reach out to
  us at her earliest convenience so we can assist with her complaint.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  

• Initial Complaint

  Date:06/02/2023

  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.

  Denied my claim for external sewer pipe repair. Broken exterior pipe.found by company replacing Interior pipe under basement concrete floor. Could not call and hold up company doing work on inside for another company to come out just to do exterior repair.Not a practical solution. Seeking $4900 for exterior repair as homeowners only covers inside repair Thank you

  Business Response

  Date: 06/12/2023

  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 we have resolved
  this issue.
  
  In response to this complaint,
  a member of SLWA’s Office of the President conducted a detailed investigation and
  as a result, called *** ********* on June 9, 2023, and offered reimbursement
  for his exterior sewer line repair.  *** ********* 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 Mr.
  Koslofsky to reach out to us with any further concerns.

  Customer Answer

  Date: 06/12/2023

  [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:03/16/2023

  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 had a leak in my Interior water pipe and called SLWA to try and get a plumber to repair the leak. They had called me and informed me that the earliest they can get a plumber to me is in 2 days. I asked her if they can send one sooner because I do not want to have my water off as we need the water in our home and she said that was the earliest. My wife had called back and the representative was really rude to her so my wife had hung up. So, I called and had a plumber that same day to repair the line. I had paid $425 for the repairs and submitted to SLWA to see if they can reimburse me on these repairs and they said that According to my agreement with them that they do not do reimbursement. I feel that they just want your money and do not want to accommodated you as the customer. That is why I had called them back to remove me from having their warranties auto renew. I feel that they should reimburse customers since they cannot provide service that same day.

  Business Response

  Date: 03/23/2023

  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 we have
  resolved this issue.
  
  In response to this complaint,
  a member of HomeServe’s Office of the President team (“OTP”) conducted a
  detailed investigation and as a result, called *** ********* on March 21, 2023,
  and informed him that his request for reimbursement had been approved. Mr.
  Balajadia 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: 03/23/2023

  [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,
  
  
  
  ****** *********