ComplaintsforService Line Warranties of America

Extended Warranty Contract Service Companies

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Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
03/15/2024
Complaint Type:
Order Issues
Status:
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.
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
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
03/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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,

******* ******
Initial Complaint
03/02/2024
Complaint Type:
Billing Issues
Status:
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.
DOUBLE BILLING AND ERRONEOUS CHARGES I have a home warranty account with Service Line Warranties of America also known as HomeServe USA. I was doubled billed in December of 2023. My bill was supposed to be $14.00 but I was charged $28.00. I should be charged $8.00 for the sewer line and $6.00 for the water line with the amount totaling $14.00. They took out $14.00 on 12/21/2023 and another $14.00 on 12/22/2023. I brought this to their attention, and they told me that they would refund $14.00 back to my checking account. I have made over ten requests to resolve this matter and I still have not received a refund. While waiting for a refund of $14.00 for extra payment taken out of my account in December 2023. I made a payment on Jan 17, 2024 of $14.00 over the phone. However, they said the payment didn’t go through and told me that I now owe $28.00 for the month of January and February of 2024. I made a payment of $28.00 on Feb 13, 2024, for the months of January and February. Now, I have been double billed erroneous charges for the months of January, February and March. Please see breakdown of charges below: 02/21/2024 $8.00 02/23/2024 $8.00 03/04/2024 $12.00 Pending 03/04/2024 $16.00 Pending 03/04/2024 $8.00 Pending 03/04/2024 $6.00 Pending =$58.00 - $14.00 for March = $44.00 __________________________________ So, $44.00 plus the $14.00 refund for December 2023, is $58.00. I only owed $28.00 for January and February 2024. My bill date was originally on the 20th of the month. However, since they told me to switch from paper to automatic payment, my bill date will be on the 15th of the month. I've already paid $14.00 on March 4, 2024, and now I am afraid that they will double bill me for March 15th also. This is unprofessional and shady. I am tired of being lied to about my refund and them taking out more money than is required. So $58.00 - $28.00 is $30.00. I want my refund of $30.00.
Business response
03/11/2024
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 are pleased to report that we have resolved this issue.

In response to this complaint a member of SLWA’s Office of the President (“OTP”) spoke with *** ******** on March 8, 2024, and informed her that based on our findings, the refunds have been processed and should be clearing in her account. The OTP member provided their direct contact details for any future concerns. We asked that she allow up to two weeks for the funds to post back to her account. *** ******** accepted this outcome.

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
02/21/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged $83.52 on Dec 21, 2023 for exterior sewer insurance. I was again charged $83.52 on Dec 22, 2023 for exterior sewer insurance. I spoke to a representative on Jan 3, 2024 and she informed me that there was a glitch in their system and many people had been doubled charged. She informed me that I would receive a refund within 72 hours. On Feb 1, 2024 I spoke to NayNay with SLW & was told to submit bank statements of the overcharge. I forwarded my bank statements. I received an email stating that my email was forwarded to the appropriate party. As of today Feb 21, 2024 I have not received a refund. I spoke to Shirley, Delicia and Anaca and was told that the refund was being processed but they were unsure when I would receive the refund. Service Line was aware of their system overcharging and they have been negligent with refunding customers money. Holding onto a double payment for over 2 months is poor customer service and criminal. In speaking with SLW it is a big run around. They do not allow you to speak to the accounting department or a supervisor until the customer has lost all patience.
Business response
02/28/2024
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, contacted *** ***** on February 28, 2024, and confirmed her refund had been processed to her bank account.

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 response
03/01/2024
[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,

***** *****
Initial Complaint
02/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The company has become non-responsive, which is not good for an insurance company. I have been a customer for many years, my annual payment for renewal of my sewer and water line coverage was due at the end of the year. I paid it online and received an email from the company confirming that it was paid. However, it was never processed by my credit card company. I have since tried paying two more times, both times have received emails stating that payment was received, but again never processed by my credit card company and the SLW website still indicates that my account is past due. I have tried calling them with no luck. The call is either on infinite hold, or if I use the option to have them call me back when someone is available I get a call back in about 10 minutes - there's no one on the line and it disconnects after about 15 seconds. I have tried emailing them and have gotten no response.
Business response
02/16/2024
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, contacted *** ******* on February 8th, 2024, and confirmed with him that his policy payments show processed as of February 6th, 2024, and that his policies were up to date. *** ******* accepted this resolution.

We trust this response satisfactorily resolves *** *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.
Customer response
02/16/2024
[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
02/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company uses the City of Gold Beach Logo on its mailings and in the letter head in the enclosed paperwork. it stats "The City of Gold Beach has partnered with Service Line Warranties of America (SLWA). This statement is false and using the City of Gold Beach logo's on its paperwork is meant to mislead the reader into thinking that the mail was from the City of Gold Beach, this is misleading and fraudulent at best.
Business response
02/09/2024
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 complaints seriously and are happy to report that the issue is resolved.

Although, *** ***** is not currently a customer of SLWA, we thank him for taking the time to provide feedback on the Gold Beach program. Gold Beach, based in Oregon has partnered with SLWA 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 Gold Beach supports fully and is entirely optional. Customers are not required to purchase any of the plans. *** ***** confirmed via email on February 7, 2024, that the city endorses this partnership.

We appreciate you bringing this matter to our attention and giving us the opportunity to respond, and welcome *** ***** to reach out to us with any further concerns.
Customer response
02/11/2024
[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,

***** *****

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