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:10/21/2022

  Type:Sales and Advertising 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 card was just charged 95.40 from Service Line warranties and I do not nor have I ever had an account with them and need this to be reversed.

  Business Response

  Date: 10/31/2022

  We are in receipt of the
  complaint filed by *** ********* and regret to learn of his
  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 October 31,
  2022, to request banking documentation. *** ********* confirmed he had already received
  his money back and that the matter was resolved.  
  
  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:10/19/2022

  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.

  We have been trying to get ahold of someone to come out and fix our sewer for 2 days now and no one will dispatch the call to the plumber.
  I am not allowed to talk to a supervisor or the deployment office.

  Business Response

  Date: 10/26/2022

  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.
  
  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 and spoke to Mr. Sauseda on October
  24, 2022 and confirmed that the network contractor had been to the home on
  October 19, 2022, and cleared the Sewer Line blockage. The OTP member advised
  that she had spoken to the network contractor, and they confirmed that the
  repair recommendation and estimate will be submitted October 25, 2022. On
  receipt of the estimate, the OTP member confirmed that she would follow up to
  discuss the repair recommendation.
  
  We
  trust this response satisfactorily resolves M*** ********* initial concern and
  the ********* are aware that additional work is pending to fully complete the
  repair. 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:10/11/2022

  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.

  It has been over 2 weeks since my first call to Service Line Warranties for a water leak. They still haven't identified the leak despite the city's estimate that it is 25-35 gallons per hour. There have been 3 appointments. The first appointment took a week to get and then the contractor didn't show. The second appointment the contractor said he couldn't find a leak. The third he admitted there was a leak but that we needed to schedule a "leak detection".
  
  Within an hour after the being told that they needed to schedule a "leak detection" I received a call. They told me that they would not be covering my claim and they kept trying to transfer me to cancellations.
  
  I reviewed my warranty contract and there is no reason to deny my claim. I called them back and they cited the following two clauses in the contract as reasons why they would not cover my claim.:
  
  "4. Repairs to any section of Your Exterior Sewer/Septic Line that You share with any third party or is covered by a homeowners’, condominium or like association"
  
  "7. Any shared Exterior Sewer/Septic Line that provides service to multiple properties or secondary buildings, whether known or unknown"
  
  The property is a single home, on a single parcel of land, completely owned by me and no third party or association involved.
  
  They keep using terms like duplex or condo, and asking how many kitchens the house has. There are no mentions of these things in the warranty contract.
  
  My last call 1.5 hours and I was disconnected twice and transferred more times than I remember between 2 departments. Meanwhile the leak is still there and I am worried they will cancel my appointment with the leak detection crew. My last communication was that they were going to ask someone else to review it and call me back.
  
  There is no valid reason in our contract for them to deny my claim so I want the claim covered and the repair made as soon as possible.
  
  att. Contract

  Business Response

  Date: 10/21/2022

  We are in receipt of the
  complaint filed by *** ****** and regret to learn of his 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 his
  satisfaction.
  
  In response to this complaint a
  member of HomeServe’s Office of the President contacted *** ****** on October
  17, 2022. The member confirmed that his home was eligible for the Exterior
  Water Service Line coverage and deployed a network contractor to diagnose the
  repair.  The contractor went to the home
  on October 19, 2022, and advised they are working to schedule the next
  appointment with *** ****** at this time.
  
  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:10/04/2022

  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.

  Service Line warranty Canada. With out proper contract sending invoice with wrong name. No Guaranteed Insurence has been sold. Address
  **** **** ****** ********* * ***** *** *********** ** ******

  Business Response

  Date: 10/13/2022

  We are in receipt of the
  complaint filed by Mr. ***** and regret to learn of his
  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 Mr. ***** on October 7, 2022,
  but the phone number provided was invalid. An email was sent to the email
  address provided in the complaint, but the reply was unclear.   The
  reply mentioned the Sewer Septic Line coverage for the address listed on the
  complaint however the complainants name does not match the account holders name
  according to our records.  The account holder
  no longer has the Sewer Septic Line coverage.  The Regional Municipality of Durham-ON resumed
  responsibility for maintaining and repairing sewer lines as of September 28,
  2022. As a result, all sewer septic line service agreements were canceled, and
  a detailed letter was sent out. If the customers had more than one service
  agreement, those agreements would remain active unless canceled by the
  accountholders.
  
  We
  appreciate you bringing this matter to our attention and giving us the
  opportunity to respond.  We welcome the
  accountholder to reach out to us with any further concerns.

• Initial Complaint

  Date:09/27/2022

  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.

  We purchased a sewer line policy with SLWA on the recommendation of our local municipality. Our policy and the SLWA website clearly advertises a 24/7 hotline for emergencies. Unfortunately, we experienced a sewer line collapse on a Sunday afternoon; when we called the hotline listed on our policy, however, we could not get past the digital routing system to a client service representative to connect with an SLWA-approved contractor. The "AI assistant" Charlie repeatedly told us to call back and schedule service on Monday during normal business hours; disconnected us twice; and could not be bypassed by any of the normal methods (dialing 0). Interestingly, the 27/4 hotline and regular client service numbers listed on our policy are exactly the same, so there is no alternative contact number to call if one doesn't work. With sewage backing up into the basement, I called another local contractor to address the emergency. When I called SLWA on Monday as directed, the customer agent told me that I was not eligible for reimbursement because I "opted" to use my own contractor. When I explained that I had called the emergency hotline several times but could not get past "Charlie", the agent told me that this was a "known issue" with the AI routing assistant. Other policy holders should be made aware that the 24/7 coverage does not work as advertised if they have an after-hours emergency. I also emailed a complaint to SLWA about the problem, including screenshots of our multiple attempts to call the hotline; their auto-reply said I could expect a response or explanation within 48 hours, and I have yet to hear back from SLWA after 14 days. Perhaps "Charlie" also manages SLWA's email? I do not want to drag this process out and the repair is complete (thousands of dollars at our own expense). If possible, I'd like to have several years of useless premiums refunded. Thank you.

  Business Response

  Date: 10/03/2022

  We are in receipt of the
  complaint filed by Ms. ******* 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.
  
  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 and emailed Ms. ******* on
  September 28, 2022 to acknowledge receipt of the complaint and requested
  further information regarding the screen shots and the paid invoice from Roto
  Rooter.  A second message was left on Ms. *******’s voicemail on September
  29, 2022 requesting a call back to discuss the complaint and confirm that we had
  located one call on September 11, 2022 and two calls on September 12, 2022.
  
  Based on the information from our
  Telecom team.
  A call was received from Ms. *******’s number at 17.36pm on September 11, 2022
  Customer stated: “I had a sewer line collapse and I'm calling to find out about the insurance that I have on that”
  Per customer utterance, we identified her needs as ‘Confirm Coverage’ intent and her call was routed to our Inbound Customer Service team.
  Since our Inbound Customer Service department is closed on Sundays, she reached our out-of-hours message. Please note this is the only call from this customer that reached this message.
  
  Further information can be
  shared with Ms. ******* regarding the other two calls we have from September
  12, 2022.
  
  Ms. *******
  responded to the email on September 29, 2022 and stated she would forward the
  documentation, including the screen shots of the phone record and the
  information from the third-party contractor repair. As we did not receive the
  documentation, a further email was sent to Ms. ******* on October 3, 2022
  requesting she contact HomeServe to discuss the investigation findings.
  
  We appreciate you
  bringing this matter to our attention and giving us the opportunity to
  respond.  We welcome Ms. ******* to reach out to us to discuss the
  complaint.
  
  

• Initial Complaint

  Date:09/01/2022

  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 main line pipes have been blocked for two weeks. Therefore, when I take a shower or run my washing machine, my toilet gurgles. Since I have been a member of Service Line Warranty for years, I called them to clear my main line. Twice they denied my claim. The plumbers they sent out were even in amazement as to why my claim was denied. I was told my line has to be totally collapsed and not working for them to “clear” my line. They also denied a claim to use a camera to scope to see the problem. So, I called my personal plumber and paid a great amount of money for him to unblock the line and camera my line. He found major bellying and blockage and recommended a new sewer line. Guess what? I was denied again. I am left with a policy I’ve been paying monthly for years that is useless. I also can’t use my washing machine or flush any type of tissue or toilet paper down my toilet due to the blockage. My next step will be legal representation if the problem is not resolved.

  Business Response

  Date: 09/09/2022

  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.

• Initial Complaint

  Date:08/30/2022

  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.

  We have had a sewer back up for months now we can't use our toilets or water with out having the sewer back up in our basement causing damage to our walls and floors. I get different answers every time I call Service Line one will tell me they have it aproved then a week later they tell me it's not. All I want is our sewer back up fixed so we can use our toilets again.

  Business Response

  Date: 09/08/2022

  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.

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising 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.

  Service Line company (Presidio Plumbing) was dispatched to my house on April 15 due to sewage backup. I was informed that the contract covered my problem. They had to dig up the street and sidewalk and go down several feet to replace pipe. This was completed, then they came out to fill in the hole, replace street asphalt, curbing and sidewalk. Things looked good until a couple months later when the street and curbing started sinking. Now it has sunk several inches and has caused my sidewalks to have water collecting under because of recent rain. I called the company and they sent Eric from Presidio Plumbing out. I was sent an email saying he was on the way but never heard from him. Finally called and got him on the phone, He said he had been out earlier to take a picture but it was not good so he woud have to return. Never heard another word from him. On August 6 I got an email from the company saying service was complete. On August 8 I called the company and asked what was going on because I had not seen or heard from anyone. They said the job was complete and that Eric said the problem I was having with the sinking was due to weather not to sewage line. However I tried to explain that if the job had been finished correctly there should not be this severe sinking and now extensive damage under sidewalks. I called again and talked to Breesha who said she had no information on the job being closed and make an appointment with Presidio Plumbing to come out again, the next thing I knew I had an email that Presidio Plumbing had cancelled the job. I really need to have this job completed properly. By the way I was never given something to sign that said the job was completed to my satisfaction.

  Business Response

  Date: 08/30/2022

  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
  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:08/19/2022

  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.

  Overview:
  I took out a service plan for exterior pipes and sewer lines in 2017 from Service Line Warranties of Canada.
  In 2019 there was a sewer smell in my basement, and I made a claim. They sent a plumber who repaired the line. In June 2022 there was a sewer smell again and it was the same pipe 3 feet further on the line. I called to make a claim and they advised me it is not covered in my plan. They made a mistake and was negligent that they should have advised me because I was misled to believe this type of repair is covered. Now I cannot get a service plan because of my broken pipe, and they will not cover the repair.
  
  I have attached a more detailed document with dates and other information because those exceed the character limits of 200 in this form

  Business Response

  Date: 08/25/2022

  We are in receipt of the
  complaint filed by *** ******** and regret to learn of his 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 his
  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: 08/26/2022

  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.

  The business states they are in receipt of the
  complaint filed and regret to learn my dissatisfaction and that HomeServe USA places customers at the heart of everything they do and
  considers customer satisfaction of utmost importance. However, they are wrong and untruthful in saying they are working with me to resolve the issue to my satisfaction because they have not contracted me in anyway and they are not working towards a solution. My request was for them to complete the repair that was covered by them before and with that to be fair I would sign up to the correct warranty plan to cover repairs of this nature in the future. I have a tape of them acknowledging their negligence in failing to inform me on their first repair and they must take responsibility for that. 
  
  

  
  
  
  
  Regards,
  
  
  ******* ********

  Business Response

  Date: 09/02/2022

  We are in receipt of the
  complaint filed b* *** ******** and regret to learn of his 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 his
  satisfaction.
  
  In response to this complaint a
  member of HomeServe’s Office of the President reached out to *** ******** on September
  2, 2022 and enrolled him in the requested coverage. The request has been
  assigned to a service provider who will contact *** ******** for scheduling.  
  
  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: 09/08/2022

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The business contacted me and said they would set up a service contract and dispatch a service provider and that they have reversed the pre existing condition and that my plumbing issue would be fixed. I stayed on the phone while I set up a new contract. A service provider did respond but acknowledged that they looked at this before and it was not covered when they did and that it is a pre existing condition. I explained the business has agreed to have this approved so they came out to look at the issue. The service provider they sent acknowledged the temporary fix to stop water damage (which can be removed)  and said they could not see a leak and so would not be able to do any work. I said I had to put in a fix because I can't have water leaking in my basement and i must be able to use the kitchen sink and dishwasher upstairs in the kitchen. I took a video of the leak but the service provider left. the service provider called me to tell me a price to fix the leak but I would have to pay because the plan does not cover pre existing conditions. The business They advised me that it was not approved by Service Line Warranties because it was a pre existing condition. Therefore the business did not do their part of the agreement even though I did my part and signed up to a plan. When  what they said would be resolved.  I did get a call today on September 8 that they will pay and will have the service provider perform the repair at no cost to me and that the area I live in does not allow the pre existing clause and so by setting up my account, I would be able to have the repair. 
  
  Therefore as of today they are working on resolving this, but until that is done i cannot release the business obligation and want to keep this open until the work is done and that may be a few weeks because I have to remove a wall section so they can het in. I asked the service provider to let me know how much has to be removed because I do not want to remove too much more than they need, nor too less so they can get access. 

  Regards,

  
  
  ******* ********

  Customer Answer

  Date: 10/05/2022

  [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 ********* ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising 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.

  Hello, recently the town of tempe partnered with this organization to take over their SLIP program and now call it SLWA. I understood the mail to the offer of signing up for this the first two times it came in the mail back in november and decwmber of last year. I don’t understand the continued mail every month after that. It’s both a waste of paper and becoming a very annoying letter to open that appears at fiest glance to be related to my actual water utilities. I tried to reach out to ask for reasons and to stop this and was meet with warnings that they would use my information for other businesses purposes. That makes no sense, i purley wanted a reason for so many duplicate advertisements for something that’s due date keeps changing monthly. This is a terrible support model and impossible to get ahold of a representative that will give any answers without taking down personal information that they state will be used and sold for business purposes. This company already looked odd from their business model and is now worse with their aggressive advertising and inability to stop mass spamming possible customers of the towns water service. I would like to not receive any more spam advertisements from this company.

  Business Response

  Date: 08/01/2022

  We are in
  receipt of the complaint filed by *** ****** regret to learn of his
  dissatisfaction.  HomeServe USA places
  our customers at the heart of everything we do and considers customer
  satisfaction of utmost importance.
  According to
  our records, *** ****** has never been a customer of HomeServe USA.  We thank him for taking the time to provide
  feedback on the City of Tempe program. The City of Tempe has partnered with
  HomeServe to offer a suite of optional service plans that cover repairs to a
  variety of home systems. The service plans are designed to protect homeowners
  from the inconvenience and unexpected expenses created when one of these
  systems fails. This program is one that The City of Tempe supports and entirely
  optional. The City of Tempe customers are not required to purchase any of the
  plans. We have added *** ******’s address to our Do Not Mail List. We ask that he
  allow 4 to 6 weeks for this change to take effect. In the meantime, he may
  continue to receive pre-scheduled mailings while our system updates his file.
  We trust
  this response satisfactorily resolves *** ****** concerns, and we thank you for
  the opportunity to respond.