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 Sincerely, [redacted] ***

We are in receipt of the complaint filed by [redacted] ***, and are pleased to report the matter has been resolved to her satisfaction According to our records, on 3/11/17, [redacted] contacted HomeServe to report a leak behind a master shower, and requested a service call under her Interior Plumbing and Drainage Coverage (the “Contract”) HomeServe called upon the services of one of our network contractors, [redacted] , to determine the source of the leak and advise of the needed repairs When attempting to schedule [redacted] ***, asked that servicing be postponed until further notice due to personal scheduling challenges/availability On 6/5/17, [redacted] contacted HomeServe to revisit the leak behind her master shower On 6/6/17, [redacted] called to report low water pressure within an additional bathroom sink, as well as, no water to that shower HomeServe established a service call under her Interior Plumbing and Drainage Coverage (the “Contract”) and again called upon our network contractor, [redacted] to service both matters HomeServe attempted to obtain another contractor to visit [redacted] *** home, instead of [redacted] but was unable to get another contractor On 6/6/17, [redacted] was onsite and determined the issues [redacted] was experiencing were due to fixtures and not the internal fresh water supply lines which would have been covered under her existing Internal Plumbing and Drainage Coverage [redacted] later advised that while [redacted] was onsite, a technician broke a soap dish within the master bathroom In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] to further discuss this concern After reviewing this customer’s experience and receiving all supporting documentation, HomeServe reimbursed [redacted] $1,for the repair/damageIf [redacted] has further questions regarding this matter, she can contact our CAT agent directly at ###-###-#### We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Every year I get an incredibly insulting letter from this enterprise demanding that I pay them and purchase expensive 'coverage" based on their claim (and I quote) that "as a homeowner you are responsible for maintaining the natural gas heating system system in your home We have found that your heating system at ###### is not covered with a PremierHeat Plan from HomeServe" In previous years they referenced my Natural gas provider and I complained to them and they disavowed any relationship These people prey on the elderly homeowners with these offensive threatening letters and need to be stopped I have repeatedly complained to them, but they refuse to stop sending these offensive letters

Thank you for bringing Mrs [redacted] ’s complaint to our attention We regret to learn of her dissatisfaction Mrs [redacted] contacted HomeServe on 1/14/to report an issue with her water service line HomeServe deployed a plumbing contractor on 1/15/2014, who performed diagnostic procedures and determined a water service line replacement was necessary Local regulations require the installation of a pressure reducing valve, a backflow preventer, and an expansion tank for the customer’s water heater Those additional items are not covered per the Water Service Line Coverage terms and conditionsWe advised Mrs [redacted] of the additional fee required by the contractor, but Mrs [redacted] was unable to authorize the water service line replacement due to the out-of-pocket expense Due to the difficulties Mrs [redacted] expressed in finding a contractor to accommodate her budget, on 2/18/HomeServe offered to cover the cost of the non-covered repair items as a gesture of goodwill so that the replacement of her water service line could be completed Mrs [redacted] expressed her gratitude and is satisfied with this resolution Thank you for the opportunity to respond We trust that this satisfactorily resolves and concludes this matter

We are in receipt of the complaint filed by [redacted] and regret to learn of their dissatisfaction.According to our records, [redacted] ’s has been receiving marketing mailers offering optional HomeServe protection plans [redacted] is not enrolled in a heating system protection plan through HomeServe [redacted] ’s complaint is that the statement included in the mailing, “"This letter is to inform you that as a home owner you are responsible for maintaining the natural gas system in your home"We have found that your heating system is not covered with a [redacted] plan from HomeServe." is misleading and a fear tactic In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on December 28, The agent spoke to [redacted] , co-homeowner, and listened to [redacted] ’s concerns The agent explained how the disputed statement is not intended to be misleading since homeowners are typically responsible for any breakdowns that occur in the home which they own, and that according to our records [redacted] is not enrolled in any of our protection plansIn addition, the agent advised that the mailer mentions that this coverage is optional The agent apologized for the confusion and offered to remove [redacted] from HomeServe’s mailing list [redacted] declined stating she was not bothered by the mailings The agent asked if there were any other concerns she would like to discuss [redacted] indicated that there were not We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I never ever received the policyLiar liar pants on fireAll I want is the $ back and never do service with them againI requested the policy times Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: half of the information is false While I spoke with two (2) agents - one with the screw up on the appointment schedule change in the middle of a work day (had HomeServe told me they would be to my home early I would have taken a day off from work, but they didn't they scheduled me between and PM) The statement that we waited so long "due to high volume of emergency heating jobs in the area" - really, what was the reason for the same treatment by HomeServe the only other time I called them for help? And why is that reason being input here but never told to me when I called, never told to me when I spoke with your agents, etc.? The second agent or CAT specialist I spoke with did apologize for our inconvenience but NEVER explained what a Premiere account is, never stated that the hours of service are Monday - Saturday 8AM - 5PM - what good is having a contract with HomeServe if a problem occurs between 5:PM and 7:59AM??, OR mentioned anything about a check being sent to us - does this "gratuity check" for the balance of our contract cancel our contract? Also please explain how you can claim hour service if your hours are so limited? Sincerely, [redacted]

We are in receipt of the complaint filed by Mr [redacted] and are happy to report that we have resolved this matter to his full satisfaction According to our records, Ms [redacted] contacted HomeServe on 1/25/and informed our agent of the sale of their home in November and requested cancellation of their Exterior Water Service Line coverage (the “Contract”)HomeServe cancelled the Contract effective 1/25/and issued a pro-rated refund in the amount of $to the checking account on file In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr [redacted] and apologized for any frustration he experienced following cancellation of the ContractOur CAT agent advised that HomeServe issued a pro-rated refund following cancellation of the Contract on 1/25/In an effort to exceed customer satisfaction, our CAT agent offered to provide Mr [redacted] with an additional refund in the amount of $7.55, representing the refund amount Mr [redacted] would have been due in November, less the $previously paid by HomeServeMr [redacted] should expect to receive this refund check within 5-business daysMr [redacted] was appreciative of this offer and thanked us for the call We trust that 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 the matter has been resolved to his satisfaction According to our records, on 5/19/2017, [redacted] contacted HomeServe to request a reimbursement for plumbing work he had completed [redacted] *** obtained his own contractor after he disputed the out of pocket expense presented by HomeServe’s contractor Total Plumbing for a repair under his Interior Plumbing and Drainage Coverage (the “Contract”) On 6/26/2017, HomeServe’s reimbursement department received [redacted] ***’s invoice, and our reimbursement agent contacted [redacted] to advise the reimbursement had been approved in the amount of $2, [redacted] was advised that the estimated arrival time frame is days, and he expressed his understanding In response to this complaint, on 7/13/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] ***Our CAT agent advised the finance team had confirmed the reimbursement check mailed on 7/12/2017, and arranged to follow up with him to confirm receipt of the checkOn 7/28/2017, our CAT agent spoke with [redacted] and confirmed his receipt of the reimbursement check [redacted] expressed his satisfaction with the resolution We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We reviewed Ms [redacted] ’s complaint and regret to learn of her dissatisfaction Our records show that Ms [redacted] contacted HomeServe on 2/21/2014, advising her sewer drains were backing up, affecting all drains in her home HomeServe made several attempts to deploy local contractors, but the weather had caused an influx of emergency calls The HomeServe agent informed Ms [redacted] that the appointment would have to be schedule for Monday, 2/24/ The plumber did arrive on 2/24/and cleared a clog on the customer’s main exterior sewer line Upon receipt of this complaint we attempted twice to reach the Ms [redacted] by phone using her two phone numbers on file, but were unsuccessful We also sent an email to the email address sent to us with this complaint, but have not received a response If Ms [redacted] still wishes to discuss her service call, we ask that she reach out to the HomeServe Customer Advocacy Department at ###-###-####, or respond to our email at [redacted] and we will be happy to discuss it with her Thank you for the opportunity to respond We trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused

[redacted] Sent: Tuesday, August 09, 4:PMTo: Revdex.com Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] Please note that I received a check today from HomeServe USA for $by FederalExpress It seems as though once I put this issue on their Facebook page they immediatelycut the check yesterday on 8/8/and sent it overnight.Thank you for your help

We have reviewed [redacted] complaint and regret to learn of her dissatisfactionOur service records show that we performed a cooling “tune-up” maintenance service on [redacted] air conditioning unit on 5/31/The 12-point Tune Up procedure included all the following: Check/adjust the thermostat Cleaned condenser coil (if necessary) Check and clean condensate lines Check starting and running amps on compressor Visual inspection for refrigerant leaks Check contactors and relays Inspect all electrical connections (if necessary) Check filter(s) and belt (if applicable) Check emergency disconnect Check Supply/Return Delta T Visually inspect internal condensate pan (if necessary) Visually inspect internal emergency condensate pan (if applicable) Our technicians cycled and ran the air conditioning, and at that time the unit was running normally without any issues On 6/11/2014, we received a call from [redacted] advising that her air conditioning unit was leakingWe sent out a technician who was onsite the same day, and determined that the source of the leak was a sudden clog forming in the condensate/drain lines Otherwise, the unit functioned in condition, and the lines were clear At the request of [redacted] , a HomeServe Field Manager also went to [redacted] ’s home to inspect the air conditioning unit, and took pictures of the unitThe Field Manager could find no proximate cause between the tuappointment on 5/31/2014, and the reported leak on 6/11/2014, especially since the unit had been running normally between those dates After several unsuccessful attempts, we were able to speak with [redacted] on 7/16/and discuss our findingsBecause [redacted] is a valued HomeServe customer, we sent a goodwill gesture equivalent to her Cooling Coverage contract fee, a check in the amount of $ Thank you for allowing us the opportunity to respondWe hope that this response provides clarity into this matter, and that [redacted] is satisfied with our resolution

I bought a 10.000.oo sewer line and water heater insurance from this company, two years later when my pipe line collapsed, I opened a claim to repair it, but they gave me all kind of excuses to deny the claim, I called my own contractors whom were disagree with theirs, after using a portable toilette for many days, I decided to pay out of my pocket for the repairs, and after fighting and struggling with this company, they only refunded one third of the money I paidmy contractor charge less than their original contractor estimated the repair will cost

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfactionOur records show this account is in the name of [redacted] ***, [redacted] ’s spouseOn 5/5/2014, [redacted] and [redacted] enrolled in the Exterior Water Service Line, Exterior Sewer/Septic Line, Interior Plumbing and Drainage, and Water Heater Repair and Replacement Insurance policies via telephoneA credit card was used to pay the monthly fees for each contractOn 5/6/2014, [redacted] called to cancel the policies, but was informed the named policyholder, [redacted] ***, must call to process the cancellation [redacted] called later that day and requested the cancellation of the Exterior Water Service Line, Exterior Sewer/Septic Line, and Interior Plumbing and Drainage Insurance policies only, leaving the Water Heater Repair and Replacement Insurance policy active Payments for each policy had already been processed on 5/6/prior to her callRefunds to her credit card were issued on 5/8/for the Exterior Water Service Line and Exterior Sewer/Septic Line Insurance policiesHowever, no refund was processed for the Interior Plumbing and Drainage Insurance policy On 7/14/2014, [redacted] called HomeServe and asked to cancel her Water Heater Repair and Replacement Insurance policy so the policy was cancelled effective immediately, and there were no further payments processed In response to this complaint, we have processed a refund for the for the Interior Plumbing and Drainage Insurance policy We trust [redacted] is satisfied with our resolution, and thank you for allowing us 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]

We are in receipt of the complaint filed by Mrs [redacted] and regret to learn of her dissatisfaction regarding her recent service call On 6/15/2015, Mrs [redacted] contacted HomeServe and stated that a pipe was leaking under her home and requested a service callHomeServe deployed the job to [redacted] [redacted] (“ [redacted] ”) and a service call was scheduled under Mrs [redacted] Exterior Water Service Line contract (the “Exterior Contract”) On 6/18/2015, [redacted] contacted HomeServe and informed us that the leak was attributable to one of the interior systems of Mrs [redacted] residence, not the exterior water service lineA HomeServe agent immediately contacted Mrs [redacted] and advised her that the issue she was experiencing was not covered under the Exterior ContractOur agent informed Mrs [redacted] that she also had Internal Plumbing & Drainage coverage (the “Internal Contract”), but that she had already reached her maximum number of service calls for the current coverage termOur agent informed Mrs [redacted] that HomeServe could send [redacted] to her residence, but she would be responsible for the cost of any repairsMrs [redacted] declined this offer and the call ended Mrs [redacted] contacted HomeServe again the same day and expressed her dissatisfactionOur agent apologized to Mrs [redacted] for the inconvenience and advised her that [redacted] could still come out and perform any repairs on a self-pay basisMrs [redacted] declined and requested to speak to a supervisorMrs [redacted] was transferred to a Case Manager who relayed the same message and offer We trust this response provides Mrs [redacted] clarification regarding her service call, and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because the statement is false The incident of what happened makes HomeServe look like they did nothing wrong, and I just "exaggerated" the details First, when speaking with HomeServe's Customer Advocacy Team, I informed the individual how I felt Over the years, the service of the HomeServe technicians have declined The technicians are not as knowledgeable as they once were, and rush through the job to get to the next job The details of the incident are incorrectI will, therefore, repeat the details of the incident.On the evening of February 23, 2016, a heating system in my home stopped working We had no heat or hot water in the houseBeing that I have a Service Plan with HomeServe, I placed a call to HomeServeI informed the customer representative the problem with my heating systemThe customer representative scheduled a service call and a technician was dispatched to my home that evening on February 23, After taking a look at my heating system, the technician informed me that a new part needed to be ordered and he could not make any repairsHe further informed me that he would order the part and someone would come out to the house the next day to make the repairOn February 24, 2016, I did not receive a call from the HomeServe Parts Department In calling HomeServe in the morning to inquire if the part for my heating system was ordered, I was informed that the technician never logged in his report Therefore, no part was ordered and no technician will be coming out to the house to make the needed repair on the heating systemA new service call was issued for that day, February 24, The two technicians who arrived at the house did not have the integrated control board to the heating system They "rigged" the heating system, informed my husband that the heating system was fixed, and left Unfortunately, there was only hot water; no heatI called HomeServe again regarding this problemA new service call was issued on the evening of February 24, The technician that arrived at the house an hour later did not replace a malfunctioning transformer on the heating system The technician informed my husband that the prior technicians had "rigged" the heating system, he did not know what was done, and did not feel comfortable touching anything in the heating system He made a call to his dispatcher and informed him that the "lead" technician should be dispatched to my home the next day, February 25, 2016, to take a look at the "job" that was previously done on the heating sysgtemThere was an electrical smell in my home that night after the heating system was "rigged."On February 25, 2016, I called HomeServe after two days of no heat in my home I informed the customer representative regarding the problem with my heating systemThe customer representative informed me that she did not see a service call scheduled for February 25, and would place a new service callI was very upset and asked to speak with a supervisorThe customer representative placed me on hold and never returned to the telephoneI hung up the telephone and called HomeServe againI informed the new customer representative of the problem I was having and what the prior customer representative had done to me (left me on hold and never returned to the phone)The customer representative repeatedly apologized and informed me that there was a service call scheduled between 8:a.mand 12:pm on February 25, At this point, I finally had a wonderful customer representative named Tameka who helped me Tameka was able to connect me with a Manager, Kelly J***, who helped me tremendously Thanks to Tameka and Kelly J [redacted] I had a "Master Technician" dispatched to my home for repair of my heating system.On February 25, 2016, in the late afternoon, the heating system was repaired The Master Technician, Joe, dispatched to my home to make the repair is professional and has knowledge of how to fix the heating system Joe took his time to make the needed repairs, replaced old parts, and made sure that the heating system was working properly before leaving my home.On March 9, 2016, I spoke with the HomeServe Customer Advocacy Team, Laurie R*** I stuck to my story regarding the problems I experienced with my heating system from February 23rd through February 25th, MsR [redacted] offered me a discount, which I accepted I was not aware at the moment that my story would be "twisted" so that HomeServe appeared in the right and I appeared like a liar That is unprofessional If taking a discount on my annual contract makes HomeServe feel that it can report a report, please take back your discount I am not a liar and do not wish to be "paid" to look like a liar Sincerely, [redacted]

We reviewed Ms [redacted] ’s complaint and regret to learn of her dissatisfactionOur records confirm that Ms [redacted] has been a valued customer of HomeServe for over three years On 3/4/2014, at approximately 10:17pm, Ms [redacted] contacted HomeServe to report that she had a main sewer line blockage affecting all the drains of her home, causing damage to her basement HomeServe dispatched a plumbing contractor who was onsite at her home within hours Upon arrival, the contractor informed us that Ms [redacted] already had a 3rd-party plumber clear the blockage Ms [redacted] advised HomeServe that she was informed by the 3rd-party plumber that the sewer line may be damaged, but our agent advised Ms [redacted] that HomeServe does not authorize repairs based on outside recommendations Once our contractor performed a diagnostic to confirm the home’s facilities were functioning properly he left On 3/7/2014, Ms [redacted] contacted HomeServe and reported that her sewer line is backing up again HomeServe dispatched the same contractor that was previously onsite They arrived the following morning and performed a diagnostic video procedure He identified the damages and repairs that were needed to be performed on the sewer line The contractor advised Ms [redacted] that he would need to follow up with us and provide an estimate On 3/10/2014, Ms [redacted] contacted HomeServe to inquire about that estimate Because our contractor had not provided the appropriate information in a timely manner, we reviewed her 3rd party plumber’s diagnostic video and approved their proceeding with the repairs We contacted Ms [redacted] on 3/12/2014, and reminded her that HomeServe will reimburse her covered work performed by her 3rd-party plumbers up to her benefit limits, and we are awaiting invoices for review [redacted] Thank you for the opportunity to respond We trust this response satisfactorily resolves and concludes matter

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 meSincerely, [redacted] ***

We are in receipt of the complaint filed by Ms [redacted] and are happy to report that we have resolved the matter to her complete satisfaction According to our records, Ms [redacted] enrolled in the Exterior Water Service Line coverage (the “Contract”) on 1/10/after HomeServe received a postal enrollment formOn the enrollment form, Ms [redacted] selected the “E-Z PAY” option which, in pertinent part, provides: “I authorize Home Emergency Insurance Solutions to charge my account for Water Line Insurance Protection at the frequency specified above and my financial institution to debit these payments from the account providedThis authorization is to remain in effect and my coverage will be automatically renewed at the then-current rate unless I cancel by calling 1-888-300-5031.” Home Emergency Insurance Solutions is a trading name of HomeServe, and is not affiliated with Ms***s utility company On 4/17/2015, Ms [redacted] contacted HomeServe to report an issue with a pipe that had broken in her kitchen area and requested a repairThe HomeServe agent explained that Ms [redacted] Contract covers external water lines only, and the issue was not on the external water lineMs [redacted] accepted the explanation In response to this complaint, a member of [redacted] Customer Advocacy Team (“CAT”) contacted [redacted] on 8/29/Ms [redacted] advised the CAT agent that she did not file a complaint, and that she wanted to keep the serviceOur CAT agent clarified that MsBoyd did fully understand why the repair on 4/17/was not coveredMs [redacted] expressed her understanding that the coverage is not related to the utility company in any wayNo changes were made to Ms***s accountOur CAT agent did advise that the services were currently suspended due to a failed payment, and the expectation was set that Ms***d will contact customer service to resolve We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond