We have a services agreement with HomeServe through Dominion. After a recent snowstorm, we began taking water in our basement. We thought it was due to melting snow. After a few days, we noticed the basement walls were wet. After that, a small pool of water formed in our front yard. Now suspecting a water line leak, we called the HomeServe emergency hotline. They had a "contractor", "PHI Group LLC", AKA Paramount Plumbing, assigned to the job. A person from "PHI" arrived at our residence a few hours later. Unfortunately, that person was unable to locate the water shut off, which had been clearly marked by the water company. Then he said that our concrete front walk and perhaps porch would have to be broken up to locate the leak in the line and he would have to have an "excavation crew" come to do that work. I was assured that an appropriate crew would be there that afternoon. Late that afternoon, no crew arrived. I called the contractor. They told me that they were working on it. Then they said that they would have someone out within four days. Meanwhile, we were underwater and our sump was pumping full time to keep the basement somewhat dry. After a couple of days and two complaints to HomeServe, they finally assigned the project to another contractor. The new contractor's owner called me to say that he understood our problem and assigned a person for the job who would be at our residence within four hours.
The new contractor was at our home 45 minutes after my conversation with the owner. He immediately located the area of the leak, shut the water off at the street connection the "PHI" contractor couldn't find and dug down to the broken line. The line was repaired less than an hour after his arrival. There was no need for an "excavation crew" and no need for the walkway or porch to be disturbed. We did sustain considerable water damage due to the lack of responsiveness by PHI. We do not recommend "PHI" for water line repair. read more
