HomeServe USA Corp

We have reviewed the complaint filed by [redacted] and are happy to report that we have resolved this matter to his full satisfaction A review of our records indicates that [redacted] ***l contacted HomeServe on 10/9/and reported a sewer line backup, and requested a service call under his Exterior Sewer/Septic Line Contract (the “Contract”)HomeServe dispatched [redacted] ”) to [redacted] ***l’s residence on 10/12/2015; following an onsite inspection, [redacted] was unable to observe any sewer line backup, but did indicate that the sewer lateral pipe in the street needed repairOur agent advised [redacted] ***l that under the terms and conditions of his Contract, any portion of the sewer line outside of his property was not covered On 10/28/2015, [redacted] contacted us expressing dissatisfaction and informed our agent that the City of Philadelphia had performed a camera inspection of his sewer line and observed a collapse on or near the streetIn response to [redacted] ***l’s telephone call, HomeServe deployed In a [redacted] to his residence on 10/30/Following an onsite inspection, Flash informed HomeServe that the sewer lateral in the street was damagedA HomeServe agent contacted the Balls and informed them that based on [redacted] diagnosis, the breakdown was not a covered repair under the Contract On 12/31/2015, [redacted] ***l contacted HomeServe and advised that despite a full sewer line replacement performed by his contractor, a new sinkhole had appeared and requested a service call under the ContractHomeServe deployed [redacted] who was onsite on 1/4/and discovered a flooded ditch with runoff from [redacted] ***l’s contractor’s faulty, unfinished repairBased on this assessment, HomeServe approved [redacted] to complete the repairs on the covered portion of the sewer line, and also agreed to reimburse [redacted] ***l for the cost of the repairs performed by his plumber On 1/5/2016, we received a copy of our customer’s paid invoice, in the amount of $3,400.00, for the fees they paid to a 3rd party contractor to replace their sewer lineOn 1/27/2016, HomeServe processed a full reimbursement check, which was mailed to [redacted] ***l on 2/11/Following several calls from [redacted] advising our agent that she had not yet received the check, HomeServe reissued a second reimbursement check that was mailed by FedEx on 2/29/According to the FedEx tracking information, this check was delivered on 3/2/ In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 3/22/to address her concerns [redacted] confirmed that she received the reimbursement check and that this matter had been resolved to her satisfaction Finally, in his complaint, [redacted] ***l states: “we still have not received reimbursement from [HomeServe] for a service which should have been originally covered .” (Emphasis added)During our review of this complaint, our CAT agent reviewed the phone calls involving [redacted] ***l, our onsite plumbers, and our Repair Management agentsOur CAT agent determined that [redacted] ***l was erroneously advised that the repairs performed by his contractor after the 10/30/Flash service call should have been covered at the outsetA review of the calls and other account information available to our CAT agent reveals that this conclusion was incorrect, and that the repairs performed by [redacted] ***l’s contractor were not actually covered under the ContractDespite the error, we are pleased that the Balls were satisfied with the overall resolution of this matter 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 regret to learn of his dissatisfaction with our Water Service 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 CT Revdex.com (“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 [redacted] , where [redacted] resides In fact, over the last three years, HomeServe has performed over 800,service jobs; providing more than $million in customer savings As per his request, we have added [redacted] ’ [redacted] ***, to our internal “Do Not Mail” listWe ask that he please allow up to 4-weeks for the request to be implementedIn the meantime, he 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

We reviewed Mr [redacted] ’s complaint and regret to learn of his dissatisfaction Our records show Mrs [redacted] called with a heating service request on 3/7/2014, and a technician arrived on site that same day The technician determined that the replacement of non-covered parts, namely check flow valves, would be required to repair the [redacted] ’s heating system On 3/11/14, HomeServe contacted Mrs [redacted] by phone to discuss the cost involved with the repair; she requested her appointment be cancelled The [redacted] s had the repair completed by a 3rd-party contractor We spoke with Mrs [redacted] again on 3/14/2014, and she communicated that it was their understanding that their heating unit required the replacement of a zone valve, and we had denied coverage due to the involvement of water work There appears to have been a miscommunication because our technician notes reflect that check flow valves needed replacing, not zone valves In addition, the 3rd-party contractor invoice that the [redacted] s submitted shows that check flow valves were replaced, not zone valves Check flow valves are not the same as either zone valves or zone valve heads, only the latter being a covered part under the Terms and Conditions (T&Cs) that the [redacted] s attached to their complaint However, due to customer tenure and to ensure customer satisfaction, HomeServe extended a gesture of goodwill to issue a one-time reimbursement for the work performed by the [redacted] s’ contractor Mrs [redacted] accepted the offer and the [redacted] s remain valued customers She was advised to expect the reimbursement within the next 5-business days Thank you for the opportunity to respond We trust that this satisfactorily resolves and concludes this matter

We reviewed the complaint filed by Mrs [redacted] and are sorry of learn of her dissatisfaction Mr [redacted] contacted HomeServe on 10/13/reporting a drain line back up in his basementHomeServe deployed [redacted] on 10/16/and the repair was completed on 10/24/ Mr [redacted] contacted HomeServe on 11/4/regarding the condition of his yard following the sewer line repair work [redacted] advised HomeServe that [redacted] would return to the [redacted] residence to completing site restoration, but were allowing the excavated ground time to settle In response to this complaint, we contacted Mr [redacted] then followed up directly with [redacted] [redacted] confirmed that they removed repair debris and rebuilt a landscaping wall, but recommended that restoration of the [redacted] ’s landscaping and lawn should be performed during warmer weatherHomeServe advised Mr [redacted] of [redacted] ’s recommendation and he agreed to wait As a sign of our appreciation, we provided a complimentary gratuity check in the amount of $145.00, which will be received by mail within 10-business daysWe thank the [redacted] s for their continued patience and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] , and regret to learn of her dissatisfactionAccording to our records, [redacted] contacted Homeserve on January 19th, 2018, and reported to us that her heating unit would not turn offWe assigned a contractor to go out to [redacted] ’s home to take care of the repair issueOn January 20th, 2018, [redacted] called for an update on the job because he had not heard from the contractorWe reached out to our contractor to see why they have not set up an appointment with the customer, and advised [redacted] to give the contractor a little time to respondOn the same day we received a phone call from [redacted] , and she stated that she has called her own contractor to come outIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) Called [redacted] on January 25th, 29th, 30th, and February 1st with no response from the customerThe customer advocate left [redacted] a voicemail with their direct contact information Customer advocacy has processed a refund check for $for this year’s heating system contract, $for the external sewer line coverage, $for the water heater coverage, and $goodwill checkIf [redacted] has further questions regarding this matter, she may contact our CAT agent directly at ###-###-####.We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: On the mailing that we received it specifically stated that we did not have coverage for the external water pipes I think that this is misleading If the company does not know who has coverage then word it differently I am not complaining about the company's service as I know nothing about them I also asked that I be kept on their mailing list (when I called them) so that I can see if they make any changes Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:This company solicited me to purchase coverage that I already had, so I do have merit!!!!! This is why I ordered the duplicate coverage I was told by people, Stacy & Kendra on 3-15-that I had duplicate policies in force Then when I got my refund, and it as so low, I was told I had only duplicate policy in force by Tonya on 3-29- Someone is lying to me This company to this day is still soliciting me for coverage via an email daily I am sick of it.I want them to leave me alone and they will not This is not a lie I can send you copies of these emails, just tell me what email address to use, and I will be happy to forward you the continuous solicitation that I am receiving Bad Business all the way around Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:This is not correct!i would really like to know why I was told different reasonsthat the check was not mailed outI was told that the check would be mailed out on the 30thThen when I called back it was not mailed because the person mailing the checks was on vacationThen I was told the check was not mailed because they moved the office where the checks get mailed out of.never once was there an explanation of the truth.Yes a nice plesant lady called and informed me that the check will be mail out and would investigateand later confirmed I received the check but not once offered an apology or explanation.from the first conversation when I was told payment was approved and the check will be mailed out on the 30th(any usps letter mail takes 2-days) I did object with the lady on the phone saying it could take up to days to receivethe check once mailed..nothing takes days within the United States to be mailed anymore.there are other motives with them.thanks [redacted] Sincerely, [redacted] ***

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 incidentOn 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 repair On 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 systemOn 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 homeOn 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 are in receipt of Mr [redacted] complaint and regret to learn of his dissatisfaction Our records indicate that Mr [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 4/25/On his enrollment form, Mr [redacted] selected the “EZ-PAY” billing option and elected to make annual payments for the ContractNotably, the authorization in the EZ-PAY billing section provides: “I authorize HomeServe to charge my account for Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account providedI understand that, regardless of the payment frequency I select, my coverage is based on an annual contract and will be renewed annually on the same payment terms selected at the then-current price” (emphasis added)A copy of Mr [redacted] Acceptance Form is enclosed for your reference HomeServe mailed a renewal notice (enclosed) to Mr [redacted] , notifying him that the Contract would automatically renew on 4/25/at the then-current contract price, $The renewal notice also provided a toll-free number Mr [redacted] could use should he desire to cancel the ContactOn 4/25/2015, Mr [redacted] coverage automatically renewed and on 5/1/HomeServe processed Mr [redacted] $annual payment In response to this complaint, a member of our Customer Advocacy Team spoke with Mr [redacted] to provide clarification regarding his enrollmentMr [redacted] stated that he had forgotten about enrolling in the Contract and apologized for the complaintHe requested that the Contract be cancelled, which we did on 5/12/and a $refund was processedAccording to our records, Mr [redacted] refund was returned to his checking account on 5/14/ We trust this matter has been resolved to Mr [redacted] ‘s satisfaction, and thank you for the opportunity to respond

We reviewed the complaint filed by Ms [redacted] .>Ms [redacted] stated in her complaint that on 3/21/2013, she requested that her Exterior Sewer/Septic and Water Service Line coverage at her home address, Norbourne Ave, [redacted] , KY be cancelled in addition to cancelling her Water Service Line coverage (“WSL”) at a rental property located at [redacted] *** HomeServe does record all customer calls so we were able to listen to 3/21/conversation We confirmed that Ms [redacted] requested cancellation of the WSL coverage at [redacted] only After being asked by the agent, Ms [redacted] acknowledges that she is cancelling coverage at the rental property only, and specifically clarifies that she wishes to keep the coverage at her home addressThe coverage remained active at her home address, and she received monthly billing until she contacted HomeServe on 5/5/to be added to HomeServe’s internal “Do Not Contact” listDuring that conversation, she was reminded of her coverage at her home address, which she then promptly cancelled We have made several unsuccessful attempts to reach Ms [redacted] by phone, to advise her that our 3/21/call recording does not match her recollection of the call, and to advise her that no refund will be issued, but billing stopped effective 5/5/ We trust this response will clarify any misunderstandings Ms [redacted] had about her cancellation request on 3/21/2013, and invite her to return our calls and discuss the matter if she has further questions

Complaint: [redacted] I am rejecting this response because: Don’t know what Home Serve is looking at with the pictures I sentWhat other options do I have to get my property fixed correctly? Sincerely, Moravia Johnson

Complaint: [redacted] I am rejecting this response because:I have not received their check for the costs that I incurred Sincerely, [redacted] [redacted]

We are in receipt of the complaint filed by [redacted] and are happy to report the matter has been resolved to her satisfaction According to our records, on 10/16/2016, [redacted] contacted HomeServe to report an issue with her sewer line and requested a service call under her Exterior Sewer/Septic Line CoverageHomeServe deployed [redacted] to [redacted] s home, and they were onsite 10/25/ [redacted] identified that the issue was not with the sewer, the issue was with the water service line and would be covered under [redacted] s Exterior Water Service Line Coverage (the “Contract”)The technician from [redacted] advised they would need to run a leak detection test to locate the exact location of the leak On 11/14/2016, [redacted] requested that HomeServe deploy a different contractor, as [redacted] had not provided the results of the leak detectionHomeServe deployed [redacted] ( [redacted] and they were onsite 11/16/ [redacted] advised that the entire water service line would need to be replaced, and the work could commence within days In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 11/15/2016, 11/23/2016, and spoke with her on 11/28/At that time, [redacted] h was satisfied with the time frame presented by [redacted] Due to weather delays, [redacted] could not perform the repair on the originally scheduled date of 11/19/On 12/12/2016, our CAT agent spoke with [redacted] , and was advised they still had not been to MsS [redacted] s home to complete the water line replacementShe spoke with [redacted] on 12/14/2016, who requested to use a third party contractor [redacted] request was approved and our CAT agent asked [redacted] an invoice once the work was completedOur CAT agent received [redacted] invoice on 1/16/2017, and provided a full reimbursement in the amount of $1,The reimbursement check was sent to [redacted] h via Federal ExpressOur CAT agent spoke with [redacted] on 1/16/and [redacted] expressed her satisfaction with the resolution to the complaint We trust this response satisfactorily resolves the complaint, and thank you for the opportunity to respond

We reviewed Mr [redacted] complaint and regret to learn of his dissatisfaction Our records show that Mr [redacted] did contact HomeServe on February 6, 2014, to enroll in optional Water Service Line Coverage Mr [redacted] informed our agent that he is a [redacted] Water customer so his enrollment was submitted to the [redacted] Water Company for approval Based on Mr [redacted] ’s complaint, it appears [redacted] Water informed him that customers in his region/zip code are not eligible for the coverage offered by HomeServe in partnership with the [redacted] Water Upon receipt of this complaint we attempted to reach Mr [redacted] to offer him of HomeServe’s own Water Service Line Coverage, which is available to customers in his area Due to the misunderstanding, we will also waive the 30-day wait period on the coverage Unfortunately, we have been unsuccessful in reaching Mr [redacted] at the phone numbers provided in his complaint We would like Mr [redacted] to contact HomeServe at his earliest convenience, at ###-###-#### x ***, so that we can process his enrollment in our Water Service Line Coverage Thank you for the opportunity to respondWe trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused Mr [redacted]

now it is solved/ repair Thank you Revdex.comThank you so much 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] ***

Complaint: [redacted] I am rejecting this response because: This company solicited me to purchase coverage that I already had, so I do have merit!!!!! This is why I ordered the duplicate coverage I was told by people, Stacy & Kendra on 3-15-that I had duplicate policies in force Then when I got my refund, and it as so low, I was told I had only duplicate policy in force by Tonya on 3-29- Someone is lying to me This company to this day is still soliciting me for coverage via an email daily I am sick of itI want them to leave me alone and they will not This is not a lie I can send you copies of these emails, just tell me what email address to use, and I will be happy to forward you the continuous solicitation that I am receiving Bad Business all the way around Sincerely, [redacted]

We are in receipt of Mr [redacted] ’s complaint and regret to learn of her dissatisfaction In response to a prior complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr [redacted] on 9/21/to discuss his July service callOur CAT agent advised that the terms and conditions of his Sewer/Septic Line coverage (the “Contract”) did not cover pre-existing conditionsOur agent explained that during Mr [redacted] ’s original call to HomeServe on 7/28/he advised our agent that he had experienced slow drainage for at least six monthsBased on this information, HomeServe’s agent had determined that the issue existed prior to Mr [redacted] ’s enrollment in the Contract in March and repudiated the service callMr [redacted] indicated his understanding and added that he experienced slow drainage since his purchase of the home years ago Per his request, HomeServe cancelled Mr [redacted] ’s Contract effective 9/21/HomeServe issued a refund check in the amount of $119.88, representing the full amount paid by Mr [redacted] for the ContractAccording to our records, Mr [redacted] received the refund check on 9/23/ While we are disappointed to lose a valued customer, we appreciate Mr [redacted] ’s patience in resolving this matterWe trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

We reviewed the complaint filed by [redacted] ***, and are sorry to learn of his dissatisfaction [redacted] did contact HomeServe on 5/23/due to a water leak HomeServe made several unsuccessful attempts to deploy one of our network service providers in [redacted] ***’s local area On 5/25/2014, our agents contacted [redacted] to apologize for the scheduling delay, and that we were continuing our efforts to coordinate a local in-network plumber to deploy to his home [redacted] was understandably upset with the prospect of having to wait further for a plumber, and advised us that he would contact a local 3rd party plumber with whom he is familiar to repair the water service line We spoke with [redacted] on 6/4/and offered to reimburse him for his repair ($112.70), as well as all fees paid to date for his Sewer/Septic Line Coverage and Water Service Line Coverage ($299.52) In addition, [redacted] ***’s contracts are due for renewal next month, so we offered to renew both contracts for the next term free of charge, as a way of saying thank you for giving us a chance to earn back his trust [redacted] accepted our offer and will receive the above amounts as two separate payments, both within 10-business days Thank you for the opportunity to respond We also thank [redacted] for staying a valued HomeServe customer, and apologize for the inconvenience We trust that this matter has been resolved to his full satisfaction

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction.According to our records, [redacted] enrolled in HomeServe’s Water Heater Repair and Replacement coverage (the “Coverage”) on July 24, On January 26, 2018, [redacted] reported a breakdown with her water heater [redacted] requested a service appointment on February 20, HomeServe sent a technician to [redacted] ’s home, who called HomeServe to report that the water heater’s damage was due to wet animal bedding pushed against the base of the water heater, causing it to rust HomeServe received pictures of the damage from the technician and a HomeServe agent called [redacted] to advise her that, based on the technician’s diagnosis and the photographs of the water heater, the breakdown discovered by the technician was not the result of wear and tear On March 7, 2018, [redacted] called HomeServe back and requested to cancel the Coverage [redacted] ’s request was processed, effective immediately.In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on March 8, 2018, and advised that we would investigate her case and corroborate the onsite technician’s diagnosis about the cause of the breakdown On March 15, 2018, the CAT member followed up with [redacted] , and advised that his investigation confirmed the validity of the original technician’s diagnosis that the breakdown observed on her water heater was not the result of wear and tear However, the CAT member offered to reimburse [redacted] for the cost of her own second opinion, up to the Coverage’s benefit limit, should she get one from a qualified, licensed technician that refutes the findings of our technicians, and finds that the cause of the water heater’s observed breakdown was the result of wear and tear [redacted] declined this offer, and instead requested a full refund of all fees paid for the coverage to date The CAT member advised [redacted] that she was not eligible for a refund of this kind, considering that this claim existed under the Coverage Upon further consideration, HomeServe has decided, as a matter of customer courtesy, to issue a full refund to [redacted] for $ This provides [redacted] with the relief she requested in her recent conversation with our CAT member and will, we hope, resolve this matter to her satisfactionWe thank you for the opportunity to respond