HomeServe USA Corp

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, however, it should be pointed out that the permission to "charge my account" might reasonably be interpreted as "charge to my Home Serve account." The request by Home Serve to have the initial payment made by personal check, in combination with the supposed permission to directly access my personal bank account, gives this company about which I know nothing, all the account information needed to directly access my personal savings account While the explanation provided by Home Serve indicates no illegality, it does not adequately reveal the fact that the online application for service contains vague and easily misconstrued language I have absolutely no doubt that this obfuscation is deliberate.Thank you very much for helping me with this matterI hope that enough people complain about this outfit to drive it out of business.Thanks again Sincerely, [redacted] ***

We are in receipt of the complaint filed b [redacted] *nd are happy to report the matter has been resolved to her complete satisfaction According to our records, [redacted] scheduled a tune up and was provided with service date of 10/28/through her Premier Heat Plus Plan (the “Contract”)Due to a high volume of service calls placed by customers without heat, [redacted] tune up was rescheduledUnfortunately, [redacted] was not notified that her appointment needed to be rescheduled In response to this complaint, on 11/8/a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] Our CAT agent apologized for the lack of notice, and offered to assist with rescheduling the appointmentHomeServe’s dispatch team was able to reschedule the tune up for 11/11/Our CAT agent also provided [redacted] with a discount of $towards the current balance for his ContractOn 11/23/our CAT agent confirmed with [redacted] that the tune up was completed, and that they were fully satisfied with the resolution We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction Utilizing standard direct-marketing methodologies, HomeServe Emergency Insurance Solutions (“HomeServe”) periodically sends mailers to residential addresses to inform homeowners of optional home emergency repair coverage available in their areaHomeServe is a legitimate company with operations in states We 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 services HomeServe is accredited with the Connecticut Revdex.com and has an “A-” rating The two mailers referenced by [redacted] were informing her of HomeServe’s optional Water Service Line coverage, which offers protection from the cost of covered repairs to a property owner’s water service line In response to this complaint, we unsuccessfully attempted to reach [redacted] by telephone on 10/14/and 10/27/ Should [redacted] have any additional questions, we invite her to reach us at ###-###-#### We hope this response provides [redacted] with a better understanding of the offer and potential benefits our products and services provide for California homeowners, and that you will reassure [redacted] that the offer and our company are legitimate We 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 do believe they should refund the last payments instead of just the last one Sincerely, [redacted] Please take notice that they said they mailed me a notice in October One month after I had moved out of the United Staates and I was not forwarded any mail stating such notice My passport is stamped [redacted] Sept So maybe they should refund the last $ please read the pdfs if they said they sent me a letter in October

Complaint: [redacted] I am rejecting this response for two reasons: First, the company should notify a policy holder of any intent to discontinue a policy in time for the holder to take remedial action Homeserve gives no indication that this will be done in the future, nor do they accept any responsibility for omitting this step I have no other policy in which the intent to terminate is not make clear well in advance Second, I have attached the flier given to me by HomeServe, which states, in prominent, large, bold print: FOR FASTAFFORDABLE, 24-HOUR EMERGENCY HOME REPAIRS This was exactly the pitch that was told to me when I purchased this policy For HomeServe to hold that they are not responsible because their contract is at variance with their distributed flier smacks of downright fraud Had I known that their hour service refers only to a call center, I NEVER WOULD HAVE SIGNED UP FOR THIS SERVICE I speculate that the majority of their customers are unaware that the only "emergency" service is a hour call center As HomeServe states in their response: my original call for no heat went in at about 2:AM, and the technician arrived at the house at 5:PM, a time exceeding hours., and more than sufficient time for the water pipes to have frozen II was able to "jury rig" the heating system and get the heat running but only by luck Furthermore, it is terrifying for an untrained person to rig a natural gas system, and indeed, a friend has his home destroyed a number of years ago by a natural gas explosion But I had no choice in this due to Homeserve's purposeful misrepresentations I informed the HomeServe caller that if they want to send me the $50, that's fine but it was not to be construed as an indication that I am satisfied with the response or that I am thereby agreeing to withdraw any complaintsSincerely, [redacted] %

We are in receipt of the complaint filed by Mrs***, and regret to learn of her dissatisfaction with our Exterior Water Service Line offerWe would like to take this opportunity to assure Mrs [redacted] that the offer and our company are legitimate HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including Canada, holding over million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the CT Revdex.com and has an “A+” rating We utilize standard direct-marketing methodologies to periodically send mailers, like the one received by Mrs***, 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 MichiganWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts We trust that this response provides Mrs [redacted] with more clarity regarding our mailers, services, and company, and thank you for the opportunity to respond

On 10/18/I contacted Homeserve at 6:30am due to furnace not working.I was told I would so wine would be calling to come out between 9-11..no one contacted me.I called again at 12:to see what the hold up was...They said still working on getting a contractor out to my houseFew hours passed bad nothing...every tine was in touch they said we are still working on getting a contractor..they stated have calls into contractors and no one can come out until Monday.I finally put it into my own hands and finally was in touch with the on call person for a local heating businessHe stated he had received no calls from Homeserve and also told me Homeserve will not send anyone out until business hours due to not wanting to pay overtimeIn meantime Homeserve calls and tells me they have located someone miles away that will be here Sunday morningThat was cancelled due to finding my own personI don't appreciate the lies from Homeserve ...It took hours to get someone to my home to fix the furnace!! VERY poor customer service

I am very disappointed with the service appointmentsEach scheduled appointment was not satisfactoryIn one case, I got a call saying a technician was on the way and no appointment was scheduledIn another, I was told that the technician would be at my house between 8-I asked a neighbor to waitThey did not showhours?? How disrespectful of their customer's time!

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our optional Water Service Line offer 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”) and has an “A+” rating 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 Tennessee where [redacted] residesIn fact, over the last three years, HomeServe has performed over 800,service jobs; providing more than $million in customer savings As per her request, we have added [redacted] ’ address, [redacted] to our internal “Do Not Mail” listWe ask that she please allow up to 4-weeks for the request to be implementedIn the meantime, she may continue to receive mailings while our system updates We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: The only discrepancy I see in HomeServ's response is the fact that the contractor is not coming here to fix the leak on October 31st, only to give us another estimateTime will tell if the leak is actually repaired [redacted] Complaint # [redacted]

We are in receipt of the complaint filed by [redacted] and [redacted] and regret to learn of their dissatisfaction regarding their recent service call On 6/16/2015, Mrs [redacted] contacted HomeServe and stated that her water service line was leaking and requested a service call under her Water Service Line Coverage (the “Contract”)HomeServe deployed the job to [redacted] ) who was onsite at the [redacted] residence on 6/17/While onsite, the technician from [redacted] contacted HomeServe and advised that there was a leak on the line that was not visible and advised that they would need to return to the [redacted] for additional inspection of the leak On 6/22/2015, Mrs [redacted] contacted HomeServe requesting a job updateA HomeServe agent reached out to [redacted] and was informed that the [redacted] had a water line leak on their property and that they would contact HomeServe when they planned to return to the [redacted] residenceOn 6/29/2015, [redacted] contacted HomeServe and advised that a foot spot repair needed to be performed on the [redacted] water service line, but that work could not begin until July 2nd due to utility mark outs On 7/6/2015, Mrs [redacted] contacted HomeServe and stated that the contractor contacted her regarding the appointment and she expressed her dissatisfaction with the service call delayOur agent apologized for the delayOn 7/9/2015, a representative from [redacted] contacted HomeServe and advised that the repair was complete On 7/14/2015, a member of HomeServe’s customer advocacy team (“CAT”) reached out Mrs [redacted] and apologized for any frustration and inconvenience she experienced due to the service call delayOur agent also informed Mrs [redacted] that while the cost of water loss is not covered under the Contract, HomeServe would review copies of her recent water bills and consider reimbursement of cost increases associated with the leak Following our receipt of Mrs [redacted] water bills, a member of CAT spoke with Mrs [redacted] on 7/23/and informed her that HomeServe would issue a gratuity check in the amount of $110.72, representing the difference between her elevated and customary water bills We thank Mrs [redacted] for her patience and trust that this response adequately resolved this matterThank you for the opportunity to respond

We reviewed Ms***’s complaint and regret to learn of her dissatisfaction 0in 0in 10pt;">The solicitations Ms [redacted] referenced in her complaint are legitimate offers for optional Water Line Protection Insurance from Home Emergency Insurance Solutions (HEIS), a wholly-owned subsidiary of HomeServe USA In its introduction letter, [redacted] Water Company makes it very clear that the offer is optional and services are provided by a third party, HEIS The first paragraph states: “[t]he optional plan described in the enclosed materials, which is offered and administered by Home Emergency Insurance Solutions, can provide you with coverage ” (emphasis in the original) Further down, it states: [c]overage from Home Emergency Insurance Solutions in an optional, third-party service not related to the water service you receive from [redacted] Water CompanyAs a [redacted] Water Company customer, you are under no obligation to sign up for this product” The reader is also provided with a toll free telephone number and web address to opt out of receiving future mailings In the enclosed offer, Home Emergency Insurance Solutions (HEIS) states that HEIS “is an independent company separate from [redacted] Water Company All services are performed by a licenses and insurance independent contractor and not by [redacted] Water CompanyYour choice of whether to participate in this policy will not affect the price, availability or terms of water service from [redacted] Water Company.” That statement is not buried in fine print, but is presented in the same size type – and on the same page – as the main body of the offer In addition, HomeServe is accredited with the Connecticut Revdex.com, with whom it maintains a rating of “A-“, not a “C” as Ms***’s suggests Per Ms***’s request, we have added her address to our internal “Do Not Contact” list We ask that she allow up to 4-weeks for the requested to be implemented In the meantime, the customer may continue to receive mailings while our system updates Thank you for the opportunity to respond We trust that this response provides Ms [redacted] with more clarity regarding our mailers and services and that it satisfactorily resolves and concludes this matter

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction According to our records, on 2/1/2017, [redacted] contacted HomeServe to report an issue with her heater and requested a service call under her Heating System coverage (the “Contract”) HomeServe deployed a technician to her home, and he was on site 2/2/The technician on site determined the heating issue was due to a faulty back flow preventer [redacted] Contract does not cover the back flow preventerHomeServe’s technician offered to perform the repair for [redacted] but she opted to use her own plumber for the repairOn 2/10/2017, [redacted] contacted HomeServe to request a reimbursement for the back flow preventer, but was advised by a member of HomeServe’s Repair Management Case Management team (“RM CM”) that no reimbursement would be considered for this part In response to this complaint, on 2/24/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms [redacted] Our CAT agent explained what components of the heating system are covered, and apologized that the back flow preventer was not coveredShe assured [redacted] that HomeServe will indeed cover any repair that falls under the Contract, and explained that while [redacted] did have a repair in 12/2016, this was a separate service call with a separate issue [redacted] expressed her understanding, and thanked our CAT agent for the clarification We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Mr [redacted] and are sorry to learn of his dissatisfaction On 11/8/2014, Mr [redacted] contacted HomeServe to report a leak in his heating system and requested a service call under his [redacted] (the “Contract”)Our technician contacted Mr [redacted] the same day to obtain information about the heating systemDuring the call, our technician determined that the issue with the heating system was due to a leaking radiator, which is not covered under the Contract, and the service call was cancelledMr [redacted] informed our technician that he would have his own plumber come insteadOn 12/1/2014, Mr [redacted] contacted HomeServe and requested a $reimbursement for out of pocket costs incurred following the repair of his heating system and stated that he believed the issue was the heating system itself, and not the radiator On 12/3/2014, HomeServe deployed a technician to Mr [redacted] home to inspect the repair work performed on the heating systemOur technician observed that a zone valve and expansion tank had been replacedUnder the terms and conditions of the Contract, only the zone valve was a covered repairMr [redacted] was advised to submit certain documents pertaining to the repair for HomeServe’s review prior to reimbursement being considered On 5/4/2015, HomeServe received the repair invoice from Mr [redacted] On 5/6/2015, HomeServe contacted Mr [redacted] and informed him that following our review of the repair invoice, a reimbursement, in the amount of $419, had been approvedMr [redacted] accepted this amount and was advised that the check would be mailed on 5/13/and it could take 10-business days before it is received We thank Mr [redacted] for his patience and trust that this response adequately resolves this matterThank you for the opportunity to respond

We are in receipt of the complaint filed by M [redacted] , and are happy to report the matter has been resolved to her complete satisfaction According to our records, on 11/19/ [redacted] contacted HomeServe to report an issue with her heater and requested a service call under her Premier Heat and Cool Plus Plan (the “Contract”)HomeServe deployed a technician to M [redacted] ’s home on 11/22/While onsite the technician identified that M [redacted] ’s filter needed to be replaced, and returned to M [redacted] ’s home to install the filter after she purchased oneAfter installing the filter and replacing the condensate pump HomeServe’s technician confirmed that the heat was functioning On 11/23/2016, [redacted] contacted HomeServe again and reported that her heating system was leakingA HomeServe technician returned to the home on 11/24/and identified that the secondary heat exchanger was blocked and needed to be replacedThe technician was also able to determine that the leak was not coming from the heater systemThe replacement of the heat exchanger was completed on 12/2/ In response to this complaint, on 12/2/a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] and confirmed that she was satisfied with the repairs completed to her heating systemOur CAT agent offered to discount M [redacted] ’s policy price to compensate for any inconvenience or frustration she experiencedA $discount was applied towards the remaining balance, and [redacted] expressed her satisfaction with the resolution We trust this response satisfactorily resolves the 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, however, it should be pointed out that the permission to "charge my account" might reasonably be interpreted as "charge to my Home Serve account." The request by Home Serve to have the initial payment made by personal check, in combination with the supposed permission to directly access my personal bank account, gives this company about which I know nothing, all the account information needed to directly access my personal savings account While the explanation provided by Home Serve indicates no illegality, it does not adequately reveal the fact that the online application for service contains vague and easily misconstrued language I have absolutely no doubt that this obfuscation is deliberateThank you very much for helping me with this matterI hope that enough people complain about this outfit to drive it out of businessThanks again Sincerely, [redacted] ***

The word that comes to mind is " [redacted] ." And theftAnd incompetenceAnd junk-mail--lots of itComplete lack of interest in performanceIt's so bad, I'm considering self-insuring We have a few properties insured & they cannot keep them straight, and due to the incompetence on the front end, I dread ever having to hope they performThey won't rectify a $situation--I have little confidence they'd perform as insurers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is OK to me, even though it took almost months and a complaint to Revdex.com to get a response from them Sincerely, [redacted]

We are in receipt of the complaint filed by [redacted] ***, and regret to learn of her dissatisfaction [redacted] assertion that HomeServe is a scam is wholly without merit HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe’s customers hold over million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating According to our records, [redacted] enrolled in the Exterior Electrical Line Coverage (the “Contract”) over the telephone on 9/15/ [redacted] ***’s Contract is billed on her AEP bill as part of our partnership agreement with AEPIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 1/27/2017, 2/1/2017, and 2/2/without successOur CAT agent was able to determine that [redacted] ***’s account is currently up to date, and all payments have been appliedAny payment discrepancy has been resolvedIf [redacted] has any questions, she can contact our CAT agent directly at [redacted] We trust this response satisfactorily resolves the issue, 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 Sincerely, [redacted] ***