HomeServe USA Corp

Complaint: [redacted] I am rejecting this response because: I am pleased that I will no longer receive the company's mailings I am not pleased that the company will apparently continue to send misleading messages of the type that have caused it trouble in ***., and [redacted] and that cause negative reviews to appear in such publications as the [redacted] There is no reason why this company should not present its product to the public in an honest and forthright manner Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] *** Well what else is there but, for me to eat the $that they caused the problem of taking $ out of my acctwithout my knowledge and me having a bounced ck from another store--and the embarrassment at MY bank-- also I did not know they put it in the same way till I got my bank statement yesterday!!-thanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThat said, I would be curious to know if the [redacted] Water Company benefits from the Premiums paid to HomeServe Sincerely, [redacted]

We are in receipt of the complaint submitted by Mr [redacted] and are sorry to learn of his dissatisfaction A review of our records indicates that Mr [redacted] was enrolled in our optional Exterior Water Service Line Coverage (the “Contract”) on 7/24/following our receipt of his completed postal enrollment form (enclosed)On his enrollment form, Mr [redacted] selected the “EZ-PAY” billing option and elected to make quarterly payments, in the amount of $16.47, for the Contract using the bank account information submitted with his enrollment formNotably, the following authorization language is included in the “EZ-PAY” section of the enrollment form: “I authorize HomeServe to charge my account for Exterior Water Service Line Coverage at the frequency specified and my financial institution to debit these payments from the account provided.” (Emphasis added) On 12/7/2015, Mr [redacted] contacted HomeServe and requested cancellation of the ContractPer his request, the Contract was cancelled effective immediately and HomeServe processed a pro-rata refund in the amount of $into Mr***’s bank account on 12/9/ We trust this response adequately resolved this matter and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because having complained for two years to be told that they might add me to the do not contact list in to weeks is unacceptable The original letter used my utility and when I contacted them, they disavowed any relationship ( [redacted] ***) They insist in their bullying letter that I am required to maintain my system, but fail to observe either that (1) I am not required to buy their plan, or (2) they are required to stop sending me misleading and abusive letters after several years of complaints Sincerely, [redacted]

We have reviewed the complaint filed by [redacted] and are sorry to learn of his dissatisfaction with our optional internal gas line offer HomeServe Emergency Insurance Solutions (“HomeServe”) is a legitimate company with operations in statesWe serve more than million customers across North America, including Canada, holding million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the [redacted] Revdex.com (“Revdex.com”) and has an “A+” ratingIn the United States, HomeServe USA provided over $million in services to its customers, representing 890,service jobs across its product lines, over the last three years HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous other companiesWe utilize standard direct-marketing methodologies to periodically send these mailers to residential addresses to inform homeowners of optional home service contracts available in their area that have been an enormous help to tens of thousands of homeowners, including those in the state of [redacted] , where [redacted] resides HomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over million householdsLike many municipalities and utilities, Southern [redacted] Gas (“SoCalGas”) has seen the opportunity for cooperation and partnership with us to provide an optional protection program to the homeowners they serveOur mailers state explicitly that “Home Emergency Insurance Solutions (“HomeServe”) is not the same company as Southern [redacted] Gas CompanyYou are not required to purchase products from Home Emergency Insurance Solutions to receive natural gas utility service .” Per his request, we have added [redacted] ’s address, [redacted] ***, to our internal “Do Not Mail” listWe ask that [redacted] please allow 4-weeks for this request to be implementedIn the meantime, [redacted] may continue to receive solicitations while our system updates our files We trust that this response provides [redacted] with more clarity regarding out mailers and services, and thank you for the opportunity to respond

We are in receipt of the complaint filed with your office by Mrs [redacted] and are sorry to learn of her dissatisfaction with our optional [redacted] Line offer In her complaint, Mrs [redacted] referenced HomeServe’s use of [redacted] County Water District’s (“ [redacted] ”) logoHomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over million householdsLike many utilities, [redacted] has seen the opportunity for cooperation and partnership with HomeServe to provide an optional protection program to the homeowners they serveImportantly, HomeServe does not present itself as affiliated with any utilityIn fact, our mailers state explicitly that “Home Emergency Insurance Solutions, [redacted] , with corporate offices located at [redacted] ***, is an independent company separate from [redacted] County Water District.”(emphasis supplied) We have added Mrs [redacted] address, [redacted] to our internal “Do Not Mail” list and ask that she please allow 4-weeks for her request to be implementedIn the meantime, Mrs [redacted] may continue to receive pre-scheduled solicitations while our system updates our files We trust that this response satisfactorily resolves this matter and thank you for the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I acceptance is contingent upon the receipt of the accused fees Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Accroding to the water department of Philadelphia I was told fixing the sewer line was my responsibilityThis is why I had the sewer line plus insurance through HOMESERVEI have documentation from the water department and the plumber who fixed the issue stating it was a sewer line issueNOT AN UPDATE I will take the necessary steps to make sure an insurance company that states it covers sewer line plus insurance will be resonsible to fix what I have paid for the last few years Sincerely, Karen [redacted]

Revdex.com:I have read the company's response of which some parts noted were untrue as I take very precise notesHowever as I explained in my previous response it was very very cold in my house and the company did little to rectify the situation I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction According to our records, [redacted] enrolled in the Exterior Electrical Protection Plan coverage (the “Contract”) on 01/26/On 3/24/2016, [redacted] contacted HomeServe and advised that he had contacted his own electrician who performed repair work to his exterior electrical system, and requested reimbursement for the work performed by his contractorOur agent informed [redacted] that according to the terms and conditions of the Contract, he was required to contact HomeServe so that our agents may assist in the diagnosis and scheduling of a repair appointment with one of our local contractorsFurther, our agent also explained that it is HomeServe’s policy not to consider reimbursement requests when a contract has been active for less than six months at the time of the requestAt this time, [redacted] asked us to cancel the Contract In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) unsuccessfully attempted to contact [redacted] on 04/06/On 4/7/our CAT agent was able to speak with [redacted] and reviewed the requirements of the terms and conditions and HomeServe’s reimbursement policy, as set forth aboveAt this time, [redacted] disconnected the call We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] , and regret to learn of his dissatisfaction According to our records, [redacted] enrolled in the [redacted] Plan, via telephone on January 24, On November 1, 2017, [redacted] called HomeServe to schedule an annual tune up on her heating system On November 21, 2017, a HomeServe technician performed the tune up On November 29, 2017, [redacted] called HomeServe to report no heat in the home and that the boiler was leaking On November 29, 2017, a HomeServe technician reported that the boiler had dry fired and was leaking [redacted] requested to speak to a supervisor [redacted] spoke to a Field Manager at HomeServe who submitted the claim to HomeServe’s insurance company In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”), called [redacted] on December 5, and left a voicemail On December 6, 2017, the CAT member called again and spoke to [redacted] , who advised that the damaged boiler has already been replaced with a new one and the old unit is still in the garage of the home [redacted] stated that she had not been contacted yet by the insurance company We reached out to the insurance carrier and confirmed that the insurance adjuster has advised that [redacted] , a third party inspector/appraiser would call the customer on December 7, to schedule a time so that they can go out and inspect the damages The claim number is [redacted] On December 8, 2017, CAT called [redacted] who confirmed that she had not yet spoken to an agent from [redacted] to schedule the inspection HomeServe has remanded the matter over to our insurance carrier, [redacted] ***, to investigate the matter thoroughly, determine the cause of loss, and, if appropriate pay any and all claims associated with this incidentWe await the results of the insurance carrier’s findings and potential settlement We trust that this response satisfactorily resolves the matter, thank you for the opportunity to respondTell us why here

We are in receipt of the complaint filed by [redacted] and regret to learn of their dissatisfaction.According to our records, [redacted] enrolled in [redacted] ***, on November 1, 2017, via telephone enrollment [redacted] called to schedule an annual tune up of her heating system on November 30, On December 11, 2017, [redacted] called HomeServe to report no heat coming from her boiler On December 12, 2017, a HomeServe technician repaired the boiler On December 13, 2017, [redacted] called HomeServe to report that the boiler was leaking On December 14, 2017, a HomeServe technician found the boiler was cracked and condemned the unit advising that it needed to be replaced HomeServe quoted $to replace the boiler [redacted] ’s complaint is that HomeServe caused the boiler failure HomeServe denies that any action of the technicians we sent caused the boiler to fail In response to this complaint, HomeServe has offered to install a new boiler at no cost to [redacted] A member of the Customer Advocacy Team (“CAT”) spoke to [redacted] which would require [redacted] to sign a release prior to the start of the work The release includes verbiage indicating that HomeServe denies any fault in the failure of the boiler and is making this offer as a good will gesture with the understanding that any additional expense, such as for modifying the existing walls in the home, or moving and reinstalling other appliances after the installation of the new boiler would be the [redacted] ’s responsibility and that [redacted] would remove negative comments about HomeServe from Social Media [redacted] has declined this offer and has opted to hire her own installer The CAT agent has advised that after [redacted] signs an amended release, HomeServe would assist with the cost of installing a new boiler as a good will gesture As of December 27, HomeServe is awaiting [redacted] ’s responseWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

I sent a check for maintenance contract a year ago (March 2015)I was sent a renewal form for twice the money months agoI did not renewThey went ahead and charged my bank account anywayI called them, asked them to cancel the contract I did not agree with and I want the money back to the accountI also asked that they delete my bank account they had on file but they refused to do it

We are in receipt of [redacted] rejection and are happy to report that we have resolved this matter to his full satisfaction According to our records, [redacted] $reimbursement check was processed and mailed on 3/14/On 3/24/2016, [redacted] contacted HomeServe’ Customer Advocacy Team to advise that he had received the reimbursement check and would notify the Revdex.com that HomeServe had resolved his concerns We appreciate [redacted] patience and thank him for remaining a valued HomeServe customerWe trust this response adequately resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] and are happy to report that we have resolved this matter to her full satisfaction According to our records, [redacted] had an air conditioning tuappointment scheduled for 5/26/On 5/26/2016, a HomeServe repair agent contacted [redacted] to advise her that due to a high level of emergency service requests in her area, her tuappointment would be rescheduled On5/26/2016, [redacted] contacted HomeServe to discuss the re-scheduling of her tuappointmentA member of HomeServe’s repair management team explained that a high volume of emergency service calls necessitated the cancellationOur repair management agent informed [redacted] that her appointment had been rescheduled for the earliest available appointment window, 7/7/At this time, [redacted] requested to cancel her Premier Heat and Cool Plus Plan coverage; however, while speaking with a cancellation agent, the call was inadvertently disconnected and the cancellation request was not processed In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 5/31/to discuss her concernsOur CAT agent apologized to [redacted] for any inconvenience she experienced due to the rescheduling of her tuappointment and was able to reschedule the tufor 6/6/ [redacted] indicated that she was satisfied with the resolution We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I still have not received the $ check, even after I was assured it would arrive within to business days effective 1/3/

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction A review of our records indicates that on 3/6/HomeServe received [redacted] Water Service Line Coverage (the “Contract”) postal enrollment form along with payment in the amount of $47.88, representing the then-annual price for the Contract based on annual or quarterly paymentsOn the enrollment form, a copy of which is enclosed, [redacted] selected the [redacted] ***” option which provides: “I authorize HomeServe to charge my account for the Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account providedI confirm that I have read the reverse of this letter and meet the eligibility requirements for this optional coverageThis authorization is to remain in effect and my coverage will be automatically renewed at the then-current rate unless I cancel by calling ###-###-####.” (Emphasis added) Our records indicate that renewal notifications were sent to Mr [redacted] on 2/3/2014, 2/2/2015, and 2/2/2016, advising him the date and price at which his Contract would renewFurther, a review of [redacted] account does not reveal any prior cancellation requests received by HomeServe In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] on 3/16/2016, 3/22/and 3/23/to discuss his concerns, but was unable to reach himAs a courtesy, we have cancelled [redacted] ***’s Contract and have processed a refund check in the amount of $53.88, representing the full price of the Contract [redacted] can expect to receive the refund check in the next 7-business days We trust this response adequately resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by Ms [redacted] and are happy to report that we have resolved this matter to her full satisfaction Our records show that on 2/14/16, Ms [redacted] contacted HomeServe to report no heat in her home and request a service call under her Premier Heat Plus Plan contractA technician arrived that same day approximately minutes after the promised 8AM – 12PM time frame, and restored heat back in the home Later that evening, Ms [redacted] contacted us to report she was without heat againWe scheduled an appointment for the following day, between the hours of 12PM – 4PMWe understand that Ms [redacted] requested that the technician return that night, but we were unable to accommodate that request On 2/15/16, the same technician returned to Ms***’s home approximately hours after the promised time frameThe technician discovered that there was a short in the thermostat wire, traced the wire and replaced it, testing the unit to ensure the unit was operating properlyUnfortunately, the unit did not produce enough heat after the technician left, causing Ms [redacted] to once again contact us to report thisMs [redacted] requested that the same technician return to her home on 2/17/16, between the hours of – 12P, which he did and discovered a defective thermostatMs [redacted] was pleased with the repair, and our efforts to ensure that the work was done at no cost to her In response to this complaint, a member of our Customer Advocacy Team (“CAT”) reached out to Ms [redacted] and addressed her concernsCAT apologized to Ms [redacted] and assured her that customer concerns are addressed immediately when they are expressedAs a measure of goodwill, HomeServe extended a free year of the Premier Heat Plus contract that will renew on 12/16/Ms [redacted] was appreciative for the goodwill gesture and had no further concerns We trust this response resolves the matterThank you for allowing us the opportunity to address Ms***’s concerns

We reviewed the complaint filed by Mr [redacted] and are sorry to learn of his dissatisfaction On 11/19/2013, HomeServe was contacted by the [redacted] who reported water pooling in their yard, indicating a possible water service line leak HomeServe deployed contractors who confirmed a water service line leak The contractor provided HomeServe with a repair estimate, but failed to begin the repair in a timely manner On 2/7/2014, HomeServe deployed a second plumbing contractor to diagnose the water service line and perform necessary repairs We found that the second plumbing contractor also delayed in assisting our customer, arriving on site on 3/24/ The contractor advised HomeServe that they would follow up with an estimate for repairs According to our records, no estimate was ever received by HomeServe from the second contractor assigned to this claim In response to this complaint, we spoke with Mrs [redacted] on 10/22/and apologized for the process failures identified in our investigation of this matter HomeServe offered the [redacted] reimbursement for any covered repair expenses they may have incurred However, Mrs [redacted] advised that no repairs had yet been performed on their water service line In response to this information, we immediately deployed a new plumbing contractor and assured Mrs [redacted] that her claim would be closely monitored by our Repair Management department to ensure prompt resolution As a gesture if goodwill, and to thank the [redacted] for their extraordinary patience, HomeServe has offered them a free year of Exterior Water Service Line coverage for the following year, beginning on 11/26/2014)Ms [redacted] thanked us for the resolution and thorough investigation of this complaintIn Our contractor has advised us that they have scheduled an on-site repair for 10/31/ We trust our customers are satisfied with this resolution Should they have any additional questions regarding their repair, they may feel free to contact us at ###-###-#### Thank you for the opportunity to respond