Reviews

Review Details

• Review fromJoe J

  Date: 08/01/2025

  Had a sewer backup and they arrived just over 2 hours which was excellent due to the distance they had to travel. They were extremely pleasant, understood the problem and it was remedied in 20 minutes. I did have a clear path for them to access the drains.

• Review fromStephen K

  Date: 25/09/2024

  Had a sewer backup and needed an emergency clean out by local utility company. Was told the pipe needs repair or will clog again. Called SLWOFC and was told I have to wait until it clogs again and then can initiate a claim. This does not make sense. I will not wait until it clogs again and causes more damage. Therefore this insurance is not useful. This insurance gives a false sense of security.

• Review fromMandy L

  Date: 19/08/2024

  Customer service is terrible. Language is a large barrier. Customer service reps do not understand basic accounting on how to read customer accounts. Logging in online is no help either as the website does not provide an option to view your billing history. Bill increased from one month to the next with no notification and customer service reps could not figure out why. Asked to speak with someone in A/R, was told they'd get back in 24hrs (they didn't get back at all). Followed up 4 days later, rep couldn't understand that people in Canada use a Postal Code not a zip code. Tried entering it in 4 times and when she couldn't figure it out, she hung up on me. I have zero confidence that should I have an actual emergency that it would be handled properly.

• Review fromSherron M

  Date: 28/05/2024

  Paying them is very difficult. They want their clients to pay by credit card so they can keep that card number in their files. That is not secure and I do not want anyone to keep my credit card in their online accessible files. Alternatively, they will not accept an ******* e-transfer, nor will they accept payment through ****** and they are not set up for online banking, so I have to pay by cheque which is a good method because they make me send it to a PO Box number, not a street address. This year the invoice said 'NOTE new mailing address', but it did not provide one. When I called the supposedly Canadian telephone customer service line, it is not a Canadian division but the American company. When I asked what the new mailing address is, they did not know, I sat on hold for a long time while they figured it out. In the end the PO Box address in Toronto, ON. that they gave me was unknown to our ****** ****, resulting in my cheque (which I mailed on April 19/24) being returned to me on May 5/24. I have re-mailed my cheque to the ‘old’ PO Box number I have used in the past in Niagara Falls, ON. on May 5/24, and it still has not arrived at their USA office - now our warranty coverage is SUSPENDED! I called today May 28/24 at 10:30 am to see if my cheque arrived, it has not and they suspended our warranty, so I asked to speak to a manager, there are none available.

• Review fromChris P

  Date: 08/05/2024

  What an absolute mess. This company seems incapable of managing their accounts. I have spent so much time on the phone trying to sort out my bill that I’m finally at the point where it would make more sense to cancel the service. I was told by the Canadian rep that I was paid up until June, however, I received a past due bill in May. I called again and was advised my account was suspended (yet again!). I am not in arrears! In fact I have paid ahead and was given a credit of one month for prior billing problems. One star is being generous. The fact that our municipality dumped this service on us adds even more salt to the wound. How hard is it to collect $6 a month???

• Review fromLori L

  Date: 03/05/2024

  I have paid 3 of these Service Line Warranties for about 5 years now. The billing system that they use is a mess. Every Spring when they come due I receive multiple bills in my mail. I gave up trying to pay by check and paid the last two years online. This year I saw that it had been taken from **** on March 6 but I still I have twice since then received bills in the mail for various amounts. Today I received one with an American postal stamp although the heading was a Toronto address. I will not use this company in the future.

• Review fromSyed r

  Date: 03/02/2024

  Customer support is very poor. Wait time online is beyond imagination. I called at the time of renewal of my interior plumbing was there. I said your web page is showing $5.69/month for Interior Plumbing, and I am charged $10.17/month. Kindly renew at the rate of $5.69 as advertised on your webpage. Ten times I called, but every time they said we have made the change, but I kept getting billed for $10.17/month ($122/yearly). Last time I called, I was surprised, they said your billing is showing $240/ year? Customer service is horrible. I immediately cancelled my subscription online. I need that SWOLFC should provide better customer care, and treat all customers alike, and charge same amount of monthly fee for the same service.

• Review fromCatherine R

  Date: 08/11/2023

  I am not impressed with the whole process. I asked for a plumber. They indicated what I asked required three separate bills. I was not happy with the plumber sent by another outsourced company. I am still stuck the problems that I called. The plumber sent suggested we get the parts that he thought we required to fix things. Then he said that we will be charged their going rate to fix things..I believed that this policy was recommended by the city to cover unexpected problems.

• Review fromAndrew P

  Date: 16/12/2022

  Terrible experience. had a serious issue in which they arranged support over 12 hours after incident. Due to the back-up had to call another company to help out. The insurance was useless as I had to pay out of pocket for a service the should have been covered by this insurance

• Review fromLee K

  Date: 17/11/2022

  I've had exterior and interior main water line insurance coverage with Homeserve for 10 years. Recently, the town said I've got a main line leak which ended up beging under my finished bedroom basement floor. After three weeks of mumbo jumbo they finally relented that the leak is under the bedroom basement floor but want to tear up the floor to see the leak. This is a finished bedroom and I indicated that destroying the bedroom was not the way to go I wanted them to do a pull through of a new line. They indicated that digging up the floor was their only option. Additionally, they indicated that a policy condition is that if the water pressure to the house was over 35 psi they wouldn't haave to fix anything. House pressure is supposed to be 60 psi and it's down to 40 psi indicating a line leak. When I signed up for insurance coverage I wasn't given a detailed policy with these types of conditions. If I was able to read that, I would have seen that they wouldn't not cover a leak and would have never bothered with them. I indicated that destroying my finished bedroom wasn't an optionnd . They indicated that digging up the floor was their only offer. I cancelled my insurance with them and have opted to make a bank loan to do the repairs with a reputable complany. ***** ****** * * * * ***** ***** *** ********* ******