After we made the initial call to report our problem, the tech called us back quickly to make an appointment on when they could come. Very pleased with the service that we received!

I would have liked to give you a better review, but I initiated a service request for a sewage backup on January 8, 2023 which could have presented a serious health hazard and loss of use of my home that could have cost me as much as the repair itself. I remained without the ability to shower, wash clothes, and had to minimize use of my toilet and sinks until yesterday due to the intervention of my municipality, who went beyond their responsibilities to complete the portion of the repairs necessary to get the sewer functioning again. When that happened, some of the people I spoke with both at HomeServe and at Fly Plumbing tried to say that part was the city's responsibility all along -- it is not, as it was my sewer that was broken, not theirs. It is only today, Thursday January 19th, that your provider, Fly Plumbing of Wheeling, IL is here completing the repair of the first break under my driveway.I do not believe in giving negative reviews without also trying to provide suggestions from what I've observed could be done to improve things. I understand that you must protect both yourselves and your customers from unnecessary expenses, that diagnosing sewer problems can be complicated, and that requires a certain process to be followed, but when what should be a 3-day job at best turns into 2 weeks or more, something is very wrong. I would begin by suggesting a more thoughtful designation of companies assigned to jobs based on their scheduling availability and ability to handle worst-case scenarios like mine, rather than just dispatching them by working through the alphabet, which seems to have been what happened based on the three contractors who responded to this job. (Aquaflow was the first to be called, and despite my designating this as an emergency, would not have been able to come out until Tuesday following my call. BBP was then sent, and when they could not auger the sewer and said the portion under my driveway was broken and would need excavating, they referred it back to you because the soonest they could get here to do that would have been Thursday. So then Fly Plumbing was contacted, came here and repeated the very same work BBP had done with the same conclusion, and then instead of getting back here the next day (Tuesday), kept avoiding my phone calls and kept me waiting until 10 a.m. Thursday anyway with excuses about obtaining permits and having J.U.L.I.E. mark underground utility lines. I know from many years of home ownership and long-time familiarity with my municipality that in such situations J.U.L.I.E. only needs 2 hours, and this town can issue emergency work permits in a similar expedited fashion. Fly Plumbing, after excavating my driveway and passing an auger through the sewer, encountered another obstacle about 50' out under the city street preventing them from getting the water flowing again.That evening they sent out another man with a similar, supposedly more powerful auger, to try again. Their own technician said it was unlikely a hydro-jet could break through and the street would have to also be dug up to get at the problem. Nevertheless, Fly Plumbing wasted more time asking for you to approve the hydro-jet, didn't get back here until late Friday afternoon, and as predicted, failed to clear the sewer line. These last two steps were a waste of both your time and money, and mine (mine because the hydro-jet used about 300 gallons of water -- 6 times my regular use, impacting my water bill. I had told Christina, their office liaison, that they needed to contact my city and HomeServe before the end of the day to alert them of next steps because of the upcoming Martin Luther King holiday when city offices would be closed. They did nothing. They also did not tell you, the city, or me they did not have the equipment to excavate that deep into the street until Tuesday when I had to call them, if that is even true. Fly says they are full-service company “available 24 hours a day for fast and efficient emergency plumbing services." Not being able to handle all types of plumbing repairs is not my idea of "full service." By the time HomeServe on Wednesday was able to find yet another contractor (USA Plumbing) to get here on Thursday afternoon January 19th, my city water department crews had already cleared the obstruction, replaced the section of my sewer under the street, and back-filled the area. But I had to have both my city building department and HomeServe call Fly Plumbing (because my efforts seemed futile) to get them back here to complete the part of the job for which you'd approved payment to them. When Christina called me late Wednesday afternoon, she and falsely claimed that all that remained was cleanup and back-fill of my driveway and tried to get me to believe it took an entire week (4 business days, technically) to schedule a village inspection for them to complete their part of the job . I told her quite firmly that no, they still had to remove the broken section of pipe in my driveway and replace it before they could back-fill anything, and they'd better get it done by the end of the day Thursday, January 19. I want to make clear in all this that my displeasure is not at all related to the actual technicians who came to my home to do the hard, heavy, dirty work -- rather it is the office project managers and personnel, many of whom probably do not see or understand the realities involved.I hope this helps you find ways to improve your procedures for scheduling jobs and assigning contractors. If I'd had the misfortune to have sewage and foul odors repeatedly backing up into my bathroom and basement, the cost of staying in even the cheapest hotel would have cost me in excess of $3000 to this point in time, and by the way this was proceeding it could easily have gone on for another week or two, so double that amount. If my city hadn't interfered in the generous way it did, I may have very well had out of pocket repair costs beyond the $8500 SLWA covers. The stress alone on someone my age could have easily landed me in a hospital emergency room.

Brannon and his helper were very courteous and worked diligently to fix the problem.

Painless experience. Sewer line backed up on a Saturday. Contacted HomeServe and they had someone out the next day, a Sunday no less, who cleared the line.

Water line was up and running the very next day. Cole from Moon Valley Plumbing was a pleasure to work with .

This was my first time to fly with JSX. The people were great! Very helpful. Thanks for the good experience!

The company that did the service call was very professional and completely the job in a timely manner.

Quick and easy to put in a claim! Customer service was very helpful and had someone out to my house in a couple hours!

I called home service in the morning for a water leak in between the wallsAnd the water leak was repaired the same dayGreat job!!!

I didn’t know what the problem was, but the technician came in and correct the problem, professionally and efficiently and that’s been 100% satisfied