ComplaintsforService Line Warranties Of America

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ALTHOUGH THE PROBLEM BEGAIN IN 2022 THE RELUCTANCE OF SERVICE LINE WARRNTIES TO PAY THE REMAINING POTION OF THE PLUMBING BILL HAS CARRIED OVER IN TO 2023. i HAVE SENT REPEAT LETTERS INCLUDING A CERTIFIED LETTER TO SERVICE LINE WARRNTIES ASKING FOR THE REIMBURSEMNT OF THE REMAIING PORTION OF THE PLUMBERS BILL WHICH AMOUNTS TO $1381.55. THE COMPANY TO THIS DATE HAS NOT RESPONDED IN ANY WAY SHAPE OR FORM. i WAS HOPING THAT YOU MIGHT BE ABLE TO INTEVENE TO HELP RESOLVE THIS ISSUE. THE CLAIM REIMBURSEMENT CLAIM # *************

  Business response

  04/05/2024

  We are in receipt of the complaint filed by Mr. ******* 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, spoke to Mr. ******* on April 4, 2024, and offered to send a partial reimbursement. We advised him that the check will arrive within 14 days and he accepted this outcome.

  We trust this response satisfactorily resolves Mr. *******’s concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome the opportunity for Mr. ******* to reach out to us with any further concerns.
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had been paying Service Line Warranty for my sewer protection and contacted them back in January 2024 for a question about sewer issues and was advised that I do not qualify for the service since my sewer goes to my neighbors and then to the city sewer. I was told that I would be getting a refund back. After a couple weeks I called back to check on refund status and was told that it was sent back to my card. When they verified the card number I let them know that was not the correct card information and provided them with the correct card number. I keep calling back and I am being told something different Everytime. I have also contacted my bank and was told that Service Line Warranty should be able to track and see that I never received the refund. *** ***** told told by a representative at Service Line they would mail a check to me. It has been over three weeks and I have not received a check. I have been calling since January and it is already March and nothing has been resolved. I also had requested a supervisor call back and was told they would put a request in, but would not be getting a call back because supervisors don't call back. This is very frustrating and I would just like my issue resolved. Thank you

  Business response

  03/28/2024

  We are in receipt of the complaint filed by Mrs. *********** 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, spoke to Mrs. *********** on March 27, 2024, and offered to send her a refund check. We advised her that the funds will arrive back to her 10-14 days and she accepted this outcome.

  We trust this response satisfactorily resolves Mrs. ***********’ concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome the opportunity for Mrs. ****** to reach out to us with any further concerns.
  

  
  

  Customer response

  03/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was contacted by someone on March 27th, but was advised that they were having issues getting the money back they had sent and even though it was not my fault, she said that she was still working on getting me a refund back and would be contacting me back to let me know. She asked if I was ok with getting a check in the mail and I said yes. She never told me I would be getting a check she said she would contact me back and has not yet done so. She did apologize for not contacting me sooner from the previous time we had talked which was on March 19th, because she was sick. To my understanding of the conversation on March 27th the issue has not been resolved.

  
  
  Sincerely,
  
  ********* ***********

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Accidentally overpaid this company. I have called several times for just the refund of the over payment. 3 months later I am still waiting. I have had several conversaions and the problem has been "kicked" up stairs several time. It is apparent now that there was never any intent to refund my money. I paid $217.80 and would like my money refunded, but am now thinking I should cancel and get a full refund of an additional $280.00 so that I can get a service that is more trustworthy.

  Business response

  03/12/2024

  We are in receipt of the complaint rejection filed by ***** ******** and regret to learn of her 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 Ms. ********** complaint, a HomeServe Office of the President (OTP) representative contacted her on February 29, 2024, and confirmed a reimbursement check had been entered and she will receive that by mail. Ms. ******** accepted this outcome.

  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 
  

  
  

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:   Even though I was contacted, as of today I have NOT received the refund.  Perhaps the problem is it is being sent to whoever Mrs. ******** may be instead of to the name listed in the complaint. This check has been in the mail for nearly 4 months.
  
  Sincerely,
  
  ******* ******

  Customer response

  03/25/2024

  I did receive a refund. I am super satisfied with their customer service. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/1/24 I wrote 2 check, #**** and #****, in the amounts $43.50 each to pay for my exterior sewer and septic lines at two residences. These amounts will pay for 6 months. These checks cleared my bank account 1/11/24. I've spoken on the phone numerous times, and sent them copies of the cancelled checks. Nothing seems to help. I've just gotten another bill today, to say my account is past due and will be cancelled 4/4/24.

  Business response

  03/14/2024

  We are in receipt of the complaint filed by Ms. ****** 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 team (“OTP”) conducted a detailed investigation of the issue and contacted Ms. ****** on February 26, 2024, through voicemail and email. HomeServe has confirmed and processed the payments for the Exterior Sewer/Septic Line plan. On March 11, an OTP member reached out to Ms. ****** to provide an update. Ms. ****** accepted the outcome.
  
  We trust this response satisfactorily resolves Ms. ******** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Ms. ****** to reach out to us with any further concerns.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  reimbursement of $1243 plus $150

  Customer response

  02/15/2024

  This is a complaint against  Homeservusa **** *** *** *********** ** ***** *** **********
    Subject company failed to perform the outside waterline repair after repeated  request for 5 weeks. Finally i engaged my own contractor **** plumbing to repair the leak with an invoice paid $1243 plus $150 for renovation.
  Homeserv is refusing to pay stating that the repair does not fall under exterior water serviceline plus contract *********.
  
  For me this water leak outside house the house .Homeserve tech initial repair lasted only 2 weeks before the leak appeared again.
  My plumber **** reported that Homeserv tech installed Sharkebite fitting on soft copper line coming outside the wall to pvc pipe in yard caused the leak.**** finally fixed the leak with proper tools and seal. I have uploaded the **** invoice and their findings

  Business response

  02/23/2024

  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, contacted Mr. ************ on February 22nd, 2024, and confirmed that the reimbursement for his repair expenses were approved and a check would be mailed to his home. The member also acknowledged his request for reimbursement for the replacement of sheetrock but was advised that is not a covered benefit. Mr. ************ accepted this outcome.
  
  We trust this response satisfactorily resolves Mr. ************** concerns. We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ************ to reach out to us with any further concerns.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took money out of my checking account without my authorization on December 22, 2023 for $99.00 and $75.00 for a total of $174.00 which I did not authorize, and don't do for any household business and leaving me standing in front of a grocery store clerk tell me my card does not have enough funds to pay. I usually get the warranty every year and send in the payment with check, but for some reason they took the money out of my account without my authorization. Then on January 2 2024 they took another $99.00 and $74.00 totaling $174.00 again without my authorization this time overdrafted me. Called them that morning, and was told it would be refunded back to my account in 24 to 48 hours. Gave them 96 business day hours, still no refund. January 6 2024 called again, was told that the information I was given was incorrect and it would take 7 to 10 business days for refund and said they would cover overdraft charges, told them no thanks on the overdraft coverage just refund the extra $174.00 they took out of my account without my authorization for a second time, was told agian it would be 7 to 10 business day. January 25 2024 more then ten business days from the 6th of January still no refund in my account, but sent snail mail check for twenty dollars to cover two thrity dollar overdraft fee (can you see a pattern here) So called again January 26 2024 was told by the computer assistant that it would be in my account in 48 to 72 hours, fine, waited for real live person talked to them for 10 minutes to confirm what the computer assistant told me, all they came back with was and quote "we don't have any records of you getting double billed and can't do anything for me, unless I agree to send them my bank account statement showing that I was doubled billed (now do you see a pattern showing up) they will not refund it even though they continue to lie and say that it was already approved for the last 3 weeks. They illegally took out of my account without authorization? They need to refund my money as they promised. February 7, 2024 update, called again begging for them to return MY UNAUTHORIZED WITHDRAWAL FROM CHECKING ACCOUNT. Person I talked to stated he would look into it farther and call me back Friday Feb 9 NO CALL This company is a sham, and scammer, preying on senior citizens and low income families, unknowing vulnerable people, something has to be done about companies like this. I have sent a copy of this to my state Representative, Attorney General, along with posting on other media outlets to get the word out about their shady business. I will update with more as it developes. Thanks for reading

  Business response

  02/23/2024

  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 Mr. ******* to resolve the issue to his satisfaction.
  
  In response to this complaint a member of HomeServe’s Office of the President contacted Mr. ******* on February 19th, 2024, to confirm the refund was showing processed back to his account. Mr. ******* advised he is not showing the refund pending in his own account. The member reached back out on February 21st, 2024, to apologize for the delay and confirmed they are working to get an additional status update of the refund. Mr. ******* accepted this outcome.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mr. ******* to reach out to us with any further concerns.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past several years, my husband and I have been experiencing problems paying our bill with Service Line Warranties (SLW). After paying our monthly bills, the following month we receive statement indicating our bill is unpaid and has the identical amount we paid in the prior month. For example, a glimpse of the problem: 1/5/24, I call SLW and talked with **** in the Cancellation Department because our service was canceled for lack of payment. I explained to **** that we called on 12/16/23 and paid our monthly with *********. According to *********, our total bill was $16. 48 and to disregard the recorded statement charge of $43.36. ********* informed me that the $43.36 was a system error. **** restored our account and I paid again for our monthly services. We paid **** $25.42 and our service was restored. I also asked **** about all conversations being recorded when submitting payments. ****, checked his system and saw that I multiple payments were made and not deducted from my account. Prior to this incident, 11/27/23, I called and talked with ****** and paid $26.88 for our service because he said October payment was not received. ****** informed me that the system was down and experiencing problems and did not accept a lot of payments. So $8.49 was paid for Exterior Sewer and $18.39 was paid for the Water Exterior. However, that payment was not credited to our account. I can go on to October, September, August, July, and on. I have copies of all our monthly bills with names of associates who took payments.This is problematic with paying our monthly bill with SLW. We are current with all our monthly bills and have no other problems with any other creditor. However, this has been an on-going problem with SLW; we call every month and pay our bill only to receive a statement indicating that our bill is unpaid. Repeatedly, they mail us threatened notices for unpaid statements.there is always a problem as we aim to keep our bill current.

  Business response

  02/18/2024

  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 working with Ms. ***** to resolve the issue to her satisfaction.
  
  In response to this complaint a member of SLWA’s Office of the President contacted Ms. ***** on February 5th, 2024. The member advised further research was being conducted with our Billing department to ensure her issues are fully rectified and do not reoccur. Ms. ***** accepted this update. We will continue to work closely with Ms. ***** through to full resolution.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Ms. ***** to reach out to us with any further concerns as we work to resolve this issue. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 11 an unauthorized payment was taken from my account to pay for my line warranty. I pay by check normally, but the payment before I paid over the phone. That was on 3-21-23. payments are made quarterly, so that was the first payment of the year. in May a payment was taken from my account on the 11th on June 14 I sent in a payment and contacted the company regarding the payment in May. I sent the proof that was asked for and never heard from ****** again. On October 10 I called to speak to somebody about the unauthorizes payment and the gentleman I spoke to said he could fix it and messaged his supervisor. I explained that as far as I was concerned they were paid in full for the year and he agreed. On December 28th, another unauthorized payment was taken from my account. i called SLW again questioning the deduction and again I was told it would be taken care of and she would personally call me back. on January 19th I called for an update and after entering the info called for the automation said that the issue was resolved and I would see a a deposit within 72 hours. On January I called back after no deposit was made to my account and spoke to London wo messaged a supervisor to call me back and as of today...Feb 2nd 2024...no deposit and no call back!

  Business response

  02/16/2024

  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.
  
  In response to this complaint, a member of HomeServe’s Office of the President (“OTP”) conducted a detailed investigation of the issue and as a result, contacted Ms. ******** on February 6th,8th, and 9th 2024, to discuss her concerns. Unfortunately, we were unable to connect with the customer to work towards a resolution together.
  
  We appreciate you bringing this matter to our attention and encourage Ms. ******** to reach out to us to discuss this matter further, in order to attain a mutual resolution. 

  Customer response

  02/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: Every time I called, the person that forwarded my message was given a call back number contrary to the one on the account!  Now if they want to get a hold of me...again...they can call me at ************!
  
  Sincerely,
  
  ***** ********

  Business response

  03/19/2024

  We are in receipt of the complaint rejection filed by ***** ******** and regret to learn of her 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 Ms. ********** complaint, a HomeServe Office of the President (OTP) representative contacted her on February 29, 2024, and confirmed a reimbursement check had been entered and she will receive that by mail. Ms. ******** accepted this outcome.
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. 

  Customer response

  03/28/2024

  
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In late September 2023, I contracted with a plumber to repair a collapsed sewer from my house to the city sewer line. The repair was completed and I mailed a copy of the bill to SLWA in Chattanooga, TN in mid-October. Now at the end of December, they have not replied to me except to expect me to continue their insurance policy. No other phone call, email, or snail mail. I have not attempted to contact them other than sending the completed service bill for $24,237.90. My service agreement with SLWA is *********.

  Business response

  01/31/2024

  We are in receipt of the complaint filed by Mr. **** ******* 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 Mr. ******* to resolve the issue.
  
  In response to this complaint, a member of SLWA’s Office of the President conducted a thorough review of Mr. ********* reimbursement request and as a result, called Mr. ******* on January 29, 2024, to inform him that we have requested additional information from his service provider. We will remain in contact with Mr. ******* until the issue is resolved.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond.  We welcome Mr. ******* to reach out to us with any further concerns.

  Customer response

  02/01/2024

  
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I previously owned a home located at **** * ******* *** ** ****** **. When living in the home, I purchased two insurance policies from Service Line Warranties of America. One of the policies guarded against any damage that may occur to the exterior sewer/septic line while the other policy guarded against any damage to the exterior water service line. In light of the fact that I was selling my home on November 27, 2023, I contacted Service Line Warranties of America to cancel my two policies. I received email confirmation that both policies were cancelled effective November 21, 2023 (please see the two emails I have attached confirming that the two policies were cancelled). Despite the fact that I cancelled the policies on November 21, 2023, and sold my home on November 27, 2023, they continue to bill my credit card for the premiums on the insurance policy. They have charged my credit card three times for each policy since the cancellation dates. The charges are dated November 26, 2023, December 19, 2023, and January 1, 2024. The premium is $6.49 for one of the policies and $4.49 for the other. I called their customer service line shortly before Christmas to ask why I had received the charges on November 26th and December 19th. The woman I spoke to was unable to help me since the issue needed to be referred to their accounting department. She said she would contact me within 4 or 5 days with a resolution to my issue. I never heard back from her -- however, instead of processing a credit to my account, they made the additional debit on January 1st. To resolve this issue, I want them to send me a check immediately for $32.94 to my current address and to stop charging my credit card in the future. I also want them to be aware that I will be contacting my credit card company to refuse any additional charges from them.

  Business response

  01/11/2024

  We are in receipt of the complaint filed by Mr. ****** ******** 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 the issue is resolved.
  
  In response to this complaint, a member of SLWA’s Office of the President team (“OTP”) conducted a detailed investigation of the issue. On January 4, 2023, Mr. ******** was contacted to provide reassurance that his Water Service Line and Sewer Line plans were canceled, and the refunds were in the process of being issued. On January 10, 2024, the OTP member attempted to contact Mr. ******** by phone and left a voicemail verifying that the refunds had been processed. Mr. ******** replied by email accepting the outcome.
  
  We appreciate you bringing this matter to our attention and giving us the opportunity to respond. We welcome Mr. ******** to reach out to us with any further concerns. 

  Customer response

  01/12/2024

  
  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.  I appreciate the quick response from Service Warranties in resolving this issue.
  
  Sincerely,
  
  ****** ********

*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. ↩