Details for the above options are posted on the CoW website.
Conclusion: We detected no evidence to support that "CoW should have advised citizens that they should inquire directly to their home owner insurance provider first, before promoting any external service provider". Management posted information advising homeowners to contact their existing insurance providers first to obtain such services. As the letter in question is from SLWC, with City agreement, the specific letter from SLWC is not likely the place for such a communication. The City website, where such information is currently located appears more apporpriate. If the letter were issued by the City then such an approach may make more sense.
Allegation #4:
The letters citizens receive appear to indicate that the City of Windsor is endorsing this company or that this company is somehow affiliated with the City.
Procedures and results:
| Procedure | Results | |
|---|---|---|
| 4.1 | Is the City of Windsor endorsing this company? | IA inquired with management regarding endorsement of SLWC services. Management indicated that as per the Council’s approval, the CoW is endorsing SLWC’s Water Line and Sewer Program for homeowners for Windsor however it is clearly communicated by the CoW via its website that it is not a City program, but rather SLWC is its program partner, and SLWC is solely responsible for the administration and service of the warranty program. Further, the City wishes to make residents aware of the availability of this product since water and sewer line repairs can be very expensive. |
| 4.2 | Is the City of Windsor affiliated with this company? | IA inquired with management regarding its affiliation with SLWC. Management indicated that CoW is not affiliated with SLWC in any manner and also mentioned that this is not a City program, but rather SLWC is a program partner of the City. |
| 4.3 | Is affiliation or endorsement of the City of Windsor with this company implied in the letter? | IA inspected the marketing letter and noted that the marketing letter used by SLWC to send to the homeowners, has been endorsed by the CoW as per the recommendation and approval of Council. CoW provided SLWC, along with reviewing and approving the content within the letter. The letter has the signature of the City Engineer. |
Conclusion: The City is endorsing SLWC's Water Line and Sewer Program for homeowners within Windsor. The City is not formally affiliated with this entity but is a program partner of SLWC.
Allegation #5:
If you investigate the company's actual 'user complaints', here and in the USA, one can see that their service isn't that good.
Procedures and results:
| Procedure | Results | |
|---|---|---|
| 5.1 | Did the City investigate the background of this company prior to engaging in a relationship with them: | IA inquired with management regarding steps taken before getting into an arrangement with SLWC. Management indicated that CoW conducted its own research/investigation by inquiring with other municipalities for the services received from SLWC including meetig with City of Hamiltion management which was already into such an arrangement with SLWC. Based on assessing SLWC’s reputation and credibility, a detailed report to the Council was presented for approval. |
| IA inspected both the City’s analaysis and the agreement between City of Hamilton and SLWC. IA also noted that various muncipalities across Ontario have entered into such an arrangement with SLWC. Further, the SLWC program is endorsed by the Association of Municipalities Ontatrio and maintains an A+ rating with the Better Business Bureau. The report to Council indicates |