When Dominion Energy partnered with HomeServe to provide water line protection for their customers, they knew the service could represent a lifeline for homeowners facing expensive repairs. What they couldn’t have known was how that partnership would go on to deliver exceptional customer experiences, strengthening their community ties and elevating their brand reputation.
Midlothian resident Nathan C. and his wife were expecting their first child when an unusual puddle in their cul-de-sac turned into an urgent water line crisis. Because the issue stemmed from his property’s main water line, resolving the problem fell squarely on Nathan’s shoulders. With his wife due to deliver at any moment, he anticipated both costly repairs and additional stress on their growing family.
Thankfully, six months prior to the incident, Nathan had signed up for a water line protection plan through HomeServe, a program offered in partnership with Dominion Energy. When technicians confirmed the issue stemmed from his water line, Nathan revisited his policy and called HomeServe’s customer support for help. Within minutes, he was connected to McAtee Plumbing, a trusted member of HomeServe’s contractor network.
Despite an already full workload, McAtee Plumbing adjusted their schedule after learning about Nathan’s situation. Within 18 hours of reaching out to HomeServe, Nathan’s water line was completely repaired.
The plumber handling the repair worked to ensure minimal disruption by digging carefully around Nathan’s sprinkler system. He also took the time to explain each step of the process, ultimately fixing the leak and leaving Nathan’s yard untouched.
Nathan credits the service for sparing his family both financial strain and emotional stress during such a critical moment in their lives.
“This would have been financially and emotionally debilitating for us had I not signed up for a HomeServe policy,” said Nathan. “From the cost savings aspect to the exceptional quality of service I received from HomeServe and McAtee, the suffering we could have endured was completely eliminated from this experience.”
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