HomeServe USA Corp

We are in receipt of the complaint filed by Ms [redacted] and are sorry to learn of her dissatisfaction with our optional Premier Heat Plan offerMs***’s assertion that HomeServe USA’s (“HomeServe”) mailings are “deceitful and confusing” and a “scam” is wholly without merit HomeServe is a legitimate company with operations in states that has been serving customers in North America since Over the past three years, HomeServe has provided over $million in services to its customers, representing 890,service jobs across its product linesWe serve more than million customers 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 The Premier Heat Plan coverage mailer received by Ms [redacted] offers homeowners protection from the costs associated with the repair of their natural gas heating systemResponsibility for repairing these components typically rests with the homeowner, not with the local utility, and basic homeowners insurance typically does not cover the costs of repairing the natural gas heating system Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factorWe utilize standard direct-marketing methodologies to periodically send mailers, like the one received by Ms***, to residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them of services that have been an enormous help to tens of thousands of homeowners, including those in the state of [redacted] ***We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts In her letter, Ms [redacted] noted that her mother does not have a natural gas heating system in her residenceNotably, HomeServe obtains publicly available information for its mailings through third party vendorsThe age and accuracy of the information is subject to the records utilized by our vendors in aggregating this dataUnfortunately, an erroneous name or address may be included in that information from time to timeWe apologize for any confusion this may have caused As a courtesy, we have added Ms***’s address, [redacted] ***, [redacted] ***, [redacted] ***, to our internal “Do Not Mail” list and ask that she please allow 4-weeks for her request to be implementedIn the meantime, Ms [redacted] may continue to receive pre-scheduled solicitations while our system updates our files We hope this response will provide Ms [redacted] with a better understanding of the offer and potential benefits our products and services provide for [redacted] homeowners, and that you will reassure Ms [redacted] that the offer and our company are legitimate

Complaint: [redacted] I am rejecting this response because: I have left two more messages for the individual who's number I have They have yet to return my call from 5/ And there will be no repair on file because the agent I spoke to indicated since I had cleaned up the basement, it wasn't technically backed up Sincerely, [redacted] ***

Complaint: I am rejecting this response because: I have left several messages for the lady who has called me She only left a message 1x in which I returned the phone call around Labor Day weekend I have spoken to the city ( [redacted] has to told me there was no problem with the sewer this dayFunny how [redacted] is stating I had inches of water in basement when they arrived I was told by Homeserv that they would not have entered my home if my home was under water This was not the first time [redacted] was at my house for this problem When they came this time the approach was different from the previous service call, they tried to snake the cap that should have never have been opened, the water comes out of this like [redacted] I am not sure how they attempted this with inches of water that was supposedly in my home The cap is not that easy to come off This is why it states on my claim that the most damage done to my home was in the laundry room where the cap is located The funny part the least damage was in the bathroom Homeserv, has stated many different things to me when this has happened They have stated the supervisor from [redacted] was going to call me never happened Supervisor from [redacted] was going to stop by never happened They have stated this happen because of the tremendous amount of rain If this was there procedure or policy “D [redacted] advised that when there is standing water in a home, a toilet should not be removed to snake the line” why did they try to do anything to my home The technician stated I needed to wait until it stop raining and place another call to get the service done I had a problem with [redacted] before I went thru Homeserv because water was leaking from my bathroom into my bedroom The service tech told me to make sure I close the door when I shower Honestly, I told him you have to be kidding me right Then he looked a little further and stated I need a new shower body Honestly, that was not what I needed fixed I started getting water in my living room I called HomeServ and they dispatched another Plumbing Company who actually found the problem, I was standing on pile wood in my showerNo fault of anyone that the previous home owner did not have the shower done properly So the moral of this point is they are not a reliable company to me HomeServ should have this entire document alsoMy home is in a flood zone I have only been flooded when there was [redacted] was floodedThe previous home owner in (I believe) I have never had water in my home because of the city sewer being backed up If the city sewer was backed up several other homes in the surrounding area would have had the same problem as I didThe city sewer is not connected just to my house The DPW keeps all this on file There is no record of my sewer being the problem At this point we can go back and forth but the fact is [redacted] was contracted by HomeServ who cause damaged to my home A police report is on file and DPW is well aware of the situation HomeServ is responsible for the damaged done to my homeThe $is my $deductible and $is what the insurance did not cover Sincerely, [redacted]

We reviewed Mr [redacted] complaint and regret to learn of his dissatisfaction 0in 10pt;">Per his request, we have added his address to our internal “Do Not Contact” list We ask that Mr [redacted] allow up to 4-weeks for the request to be implemented In the meantime, Mr [redacted] may continue to receive solicitations while our system updates our files Thank you for the opportunity to respond We trust that this response satisfactorily resolves and concludes this matter

Very disappointed in HomeServe I didn't know I was supposed to call them first so I called the repair people to come fix the problem Now Home Serve will not reimbursement me the full amount I paid ($241.02) - they want to pay me $less When I call them they are rude and say they will get back to me but they don't I've probably talked to 6-people trying to get help.I asked for a phone number for the reimbursement deptand the guy refused to give it to me I just want to be reimbursed the amtI paidI live on Social Security so that $is a lot of money to me

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is "partially" but not "entirely" satisfactory to me I was indeed told over the telephone by a Homeserve customer rep that "when we wrote them a personal check it gives Homeserve the authority to withdraw payments fromour checking account without notifying us", I can provide the name of the rep if required but not the date or yearTheir rep most likely did not enter the information in hisnotes because I told him I would file a lawsuit against Homeserve if he didOther than this the response is accepted Sincerely, [redacted] & [redacted] , **

We reviewed the complaint filed by [redacted] , and regret to learn of his dissatisfactionAccording to our records, [redacted] submitted his enrollment request through the HomeServe website On 8/6/2014, [redacted] contacted HomeServe and our agents advised him that his enrollment request had not been processed as it was still awaiting approval form his utility, [redacted] Water Company [redacted] contacted us again on 8/18/and was advised that his enrollment was not activated yet [redacted] Water contacted our Customer Advocate Specialists regarding [redacted] ’s enrollment; we worked with [redacted] Water Company to remedy the issue and ultimately completed [redacted] ’s enrollment In response to this complaint, we contacted [redacted] on 9/4/ He informed us that he was satisfied with our efforts to process his enrollment As a gesture of goodwill, we offered him a gratuity of $119.88, representing the annual fee for his Exterior Sewer/Septic Service Line Plus coverage In addition, we sent [redacted] a copy of his service agreement letter via email We trust this matter has been resolved to [redacted] ’s satisfaction, 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, I am very concerned about your lack of ownership for the misleading and threatening (not offering) statements in your letter I find this practice to be unethical and highly objectionable For shame on [redacted] to package their name with and sell their client list to companies who market in such a deceptive manner Sincerely, [redacted] ***