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According to information provided by the company about its business products: What is Utility Shield? Utility Shield is a service agreement that provides repair or replacement of the essential, hard-working utility lines and systems throughout your home.  Utility Shield is a Manchester Group product. Who is The Manchester Group? The Manchester Group is part of IGS Energy - a privately held energy products and services company. The Manchester Group has entered into agreements with utility providers to offer customers the option to include Utility Shield charges on their monthly utility bills. The Manchester Group is not your utility provider. Utility Shield Overview - Utility Shield's utility line protection plans provide repair or replacement service if a protected line leaks or fails due to normal wear and tear or inherent defects in material or craftsmanship.  Utility Shield's system protection plans provide repair due to failure caused by normal wear and tear. You will receive protection only for the eligible lines and/or protected systems which you have enrolled, and only if the plan fees have been paid according to the service agreement. Utility Shield only provides service to failed lines or systems which fail due to a covered cause. Other limitations and exclusions apply. Please read your entire service agreement. Eligibility - You must own and be responsible for the single family dwelling, planned unit development, or mobile home to which the protected lines are attached. Further, you must be responsible for the upkeep of all the protected lines and/or protected systems. Participants certify that there are no pre-existing conditions affecting their utility lines or systems. All protected lines and protected systems must be attached to or located in a single family home owned by you, and for outside protection, you must own the land upon which your single family home is located.  All protected lines and protected systems must have been installed by a licensed contractor according to the applicable building code, and they must be in use and in good working order, without any leaks or failures at the time of your enrollment. By enrolling, you agree that you understand that you are purchasing a service agreement and not an insurance policy. Also, you certify that there are no pre-existing conditions affecting your utility lines or systems. Further, you agree that you understand and agree that lines or systems with pre-existing conditions are not eligible for protection under Utility Shield. Prior removal of material from your sewer line is deemed a pre-existing condition.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Manchester Group, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for The Manchester Group, LLC include:

  • 8 complaint(s) filed against business

Factors that raised the rating for The Manchester Group, LLC include:

  • Length of time business has been operating
  • Response to 8 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

8 complaints closed with BBB in last 3 years | 3 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 5
Total Closed Complaints 8

Customer Reviews Summary Read customer reviews

3 Customer Reviews on The Manchester Group, LLC
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 3

Additional Information

BBB file opened: May 22, 2007 Business started: 03/01/2006 in OH Business started locally: 03/01/2006 Business incorporated 03/01/2006 in OH
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Bill Thomas, President Mr. Doug Austin, Co-owner Mr. Jason Moore, CEO of The Manchester Group Mrs. Monica Scharschmidt, Customer Relations Manager Mr. Scott White, Co-owner
Contact Information
Customer Contact: Mrs. Monica Scharschmidt, Customer Relations Manager
Principal: Mr. Bill Thomas, President
Business Category

Extended Warranty Contract Service Companies

Method(s) of Payment
annual check or credit card, monthly check (ACH) or credit card and in some areas utility billing.
Alternate Business Names
IGS Energy Home Services Utility Shield
Additional Information

This company offers service agreements, not insurance. Protection for utility lines is for the repair or replacement of: inside electric lines, inside gas lines, inside water lines, inside sewer lines, outside water supply lines from the street to your home or from your home to the well, outside sewer lines that go to the city sewer or septic tank. Protection for systems repair include: HVAC systems (air conditioner, furnace, heat pump, boiler) and water heater that are not operating properly due to normal wear and tear. 

Additional Information

According to the Office of the Ohio Consumer's Counsel, these consumer warranties are also called line insurance. Line insurance is a program to help consumer's cover the cost of repairs to utility lines that run to or inside a home. For more information on line insurance, consumers may wish to contact the OCC at http://www.pickocc.org choose utility questions and select their tip sheet called "The Facts About Utility Line Insurance" at http://www.pickocc.org/publications/consumer_protection/Facts_About_Utility_Line_Insurance.pdf

Customer Review Rating plus BBB Rating Summary

The Manchester Group, LLC has received 3.89 out of 5 stars based on 3 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in 21 Counties in Central Ohio. Businesses may engage in more than one type of business.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.