HomeServe USA Corp.

We are in receipt of the complaint by Dr [redacted] and are happy to report that we have resolved her complaint to her full satisfaction In response to this complaint, one of HomeServe’s Area Network Managers (“ANM”) contacted Dr [redacted] on to discuss her concerns relating to her 8/5/water service line repairOur ANM explained that during the course of performing a partial water service line replacement, our contractor ,K&S Plumbing (“K&S”), observed that a separate section of the line appeared to have been crushed during the repaving of Dr [redacted] ’s drivewayOur ANM explained that under the terms and conditions of Dr [redacted] ’s Water Service Line coverage, damage caused by third parties was not coveredDr [redacted] explained her dissatisfaction with being denied a second opinion of her water service line following K&K’s diagnosisOur ANM apologized and offered to reimburse her the cost of any repairs that would have otherwise been covered under the Contract Dr [redacted] agreed to submit the required documents and indicated her satisfaction with HomeServe’s efforts to resolve her complaintFollowing our receipt and review of the repair invoice, HomeServe contacted Dr [redacted] on 8/15/and advised that we would issue a reimbursement check in the amount of $1,600.00, representing the full cost of the water service line repairs performed by Dr [redacted] ’s contactorAccording to our records, Dr [redacted] received the reimbursement check on 8/20/ We appreciate Dr [redacted] ’s patience in resolving 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 [redacted] ***’s assertion HomeServe’s intent “is to prey on unsuspecting and naïve homeowner[s] (new homeowners, the elderly)” 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 Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factorHomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted] ***, 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 about services that have been an enormous help for over a million 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 Further, in his complain [redacted] referenced our mailers ‘appear official and very easy to be misconstrued as a mandatory service rather than an optional one”Notably, our mailer prominently displayed on the front page in point font that “We have found that the heating system in your home is not covered with a PremierHeat plan from HomeServe” and the word optional appears in mentioned several times in point font in our mailer as well HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against heating emergencies at their homesResponsibility for repairing the heating system typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged heating system componentsThe optional Premier Heat Plan product offers homeowners protection from the costs associated with the repair or replacement of the gas powered heating system providing heat to their residence Per his request, we have added [redacted] ***, to our internal “Do Not Mail” listWe ask that he please allow up to 4-weeks for the requests to be implementedIn the meantime, he may continue to receive pre-scheduled 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: It is not trueI might have some dates wrong but one thing is for sure I called, was offered a service days after and asked to fax the invoice to be reimbursed, which I did They dont want to pay they shoudl just say they changed their mind Sincerely, [redacted] ***

Even with the existence of a known break in a sewer line, Homeserve contractors cannot fix it without creating a backup into the basement Utterly ridiculous and stupid Why create a health hazard in order to prove a known quantity? It is a ruse to get people to use their coverage while Homeserve can give customers the runaround while using up coverage on service calls that accomplish nothing

We are in receipt of the complaint filed By Ms [redacted] and regret to learn of her dissatisfaction HomeServe received Ms [redacted] ’s signed postal enrollment form for Exterior Water Service Line coverage (the “Contract”) on 7/17/along with a check in the amount of $59.98, representing the yearly price of the ContractOn the enrollment form, a copy of which is attached, Ms [redacted] selected the “EZ-PAY” billing option which provides the following: “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 renewal price.” On 6/24/2015, HomeServe mailed a renewal notice to Ms [redacted] , notifying her that the Contract would automatically renew on 7/24/at the then current contract price, $The renewal notice also provided a toll-free number Ms [redacted] could use to cancel the Contract in advance of its renewalOn 7/24/2015, HomeServe unsuccessfully attempted to process Ms [redacted] ’s $payment; however, the payment was rejected by her bank In response to this complaint, a member of our Customer Advocacy Team (“CAT”) unsuccessfully reached out to Ms [redacted] on 8/24/to provide clarificationWhile we are disappointed to lose a valued customer, per her request, we have cancelled the Contract effective 8/24/Because no payment was received for the coverage term beginning on 7/24/2015, Ms [redacted] is not due a refund We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

The work order was initiated in Feb of The not only used a contractor that did not get a permit, or inspection, but also caused damage to my outside front siding & foundation On July 21, 2016, the contractor finally came out, but just started They advised that they would be out the next day to complete the job order, & repair the damage caused by their contractor Not only did they not show up the next day, they didn't even have the common curtesy to call & reschedule I would definitely not ever refer this Company

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction According to our records, on 6/13/2017, [redacted] contacted HomeServe to report an issue with his sewer, and requested a service call under his Exterior Sewer Septic Line Coverage (the “Contract”)HomeServe deployed [redacted] Plumbing and Heating (“ [redacted] ), and they were onsite 6/14/ [redacted] identified the issue as being beyond [redacted] s property, and the repair was denied [redacted] Contract identifies the coverage area as “the external wall of Your Residence to Your Property boundary.” A HomeServe agent explained the Contract and the reason for the repudiation, and [redacted] expressed his understanding In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 8/7/Our CAT agent offered to review [redacted] ’s invoice, to determine if any of the work he had completed on his own would be coveredAfter receiving the invoice, and fully reviewing, our CAT agent contacted [redacted] on 8/11/Our CAT agent explained that the document provided was created prior to the service call, and would not qualify for a reimbursement requestThe document was created by [redacted] ’s contractor on 5/16/2017, with [redacted] ’s signature, date, and initials dated 5/17/ [redacted] accepted our CAT agent’s decision We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We have reviewed [redacted] request to remove her from our mailing list and concern as to how we obtained her information HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous companiesUnfortunately, sometimes an erroneous name or address may be included in that informationUtilizing standard direct-marketing methodologies, HomeServe periodically sends our mailers to residential addresses to inform homeowners of services that have been an enormous help to tens of thousands of homeowners As per her request, we have added [redacted] address to our internal Do Not Mail listWe ask that she please allow up to 4-weeks for mailings to her address to cease In the meantime, it is possible that *** [redacted] may receive a previously scheduled mailing as our system updates our mailing lists Thank you for allowing us the opportunity to respond We hope this response provides [redacted] with more clarity about HomeServe and how we obtain mailing information

We reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfactionAccording to our records, Ms [redacted] contacted HomeServe on 9/17/to report electrical issues in one of the bedrooms in her home HomeServe initiated a service call to a local electrical contractor who was onsite on 9/19/The contractor found that an electrical circuit was not functioning in a bedroom where two individuals were sleeping The contractor was asked to leave the premises Later that day, we received a call from Ms [redacted] inquiring about the pending repairs in her homeWe advised her of the contractor’s findings and set up a service call the following business day, 9/22/ On 9/22/2014, we advised Ms [redacted] that unfortunately none of our network contractors had availability that day In the interest of time, we told Ms [redacted] that she could contact her own out-of-network contractor and we would reimburse her for any covered repairs On 9/25/Ms [redacted] let us know that she could not locate a contractor, and asked HomeServe to renew our efforts to deploy an in-network contractor HomeServe deployed a new service call and our contractor performed the repairs on 10/1/to malfunctioning electrical circuits affecting a bedroom in Ms [redacted] ’ home As a gesture of goodwill, we provided Ms [redacted] with a discount on the remaining service contract fees for the current term of her Interior Electrical Repair Coverage We thank Ms [redacted] for remaining a valued HomeServe customer, and for the opportunity to respond to this complaint

We have reviewed the complaint filed by [redacted] and regret to learn of dissatisfaction On 02/26/2015, [redacted] contacted HomeServe to report a leaking shut off valve in his basement and requested a service call under his Internal Plumbing & Drainage contract (the “Contract”)We deployed a service call to [redacted] & Construction (“Elevated”); they indicated their earliest appointment window was 2/27/between 3-5PMPrior to Elevated arriving onsite, [redacted] requested [redacted] s license numberDue to a miscommunication, our agent provided [redacted] with [redacted] s [redacted] license numberShortly thereafter, Elevated cancelled the service callOur agent then sent the service call to [redacted] (“ [redacted] ”) [redacted] was onsite 2/28/and identified a loose packing nut as the source of the leakOnce tightened, [redacted] was able to stop further leaking in the basement; however, [redacted] was unable to replace [redacted] ’s shut off valve as it was inaccessible to the technician [redacted] will return to [redacted] ’s residence to complete repairs once [redacted] ’s carpenter provides access to the valve In response to this complaint, a member of our Customer Advocacy Team spoke with [redacted] on 3/3/to address his concerns regarding our contractors and service availabilityWe apologized to [redacted] for not meeting his expectations during his service call, and for the miscommunication regarding [redacted] s license number Further, we assured [redacted] that HomeServe’s emergency phone number is available hours a day, and that our deployment team works diligently to dispatch a service call to our network contractors as quickly as possible while also being mindful of individual scheduling requests made by our customers [redacted] indicated he was satisfied with the information provided by our agent We trust this matter has been resolved to [redacted] ’s satisfaction and thank you for allowing us the opportunity to respond

Prior to this experience, I have never had to use my HomeServe contract for an emergency repairMy furnace went out on a night when temperatures were reaching freezing and I called right after work (6PM) to have a technician come out HomeServe said to wait up to 4hrs for someone to arrive After waiting the 4hrs (now 10PM), I called HomeServe to find that the third-party technician had declined the call and no bahad been contacted They said to give them 1hr to resolve the situation After 1hr (now 11PM), I called again and was told that I would have to wait another 4hrs as they were having trouble locating a technician My house was now below 60deg inside I told them to cancel the call because this was unacceptable and was able to find a local person on my own to assist us within 5min of hanging up with HomeServe The manager who called the next day told me they may be able to reimbursement me, but didn't know how much they could/would cover and they would need an abnormally large amount of documentation to support the service I have since given up Overall, my first emergency call experience was below satisfactory and I would never recommend HomeServe I am considering what my options are going forward regarding this experience

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, there were some mistakes in their response The complaint was due to them charging MY credit card for MY insurance policy that was cancelled, not [redacted] ***'sI have a house at [redacted] that the complaint was revolving around They charged my credit card even though the service was cancelled long before I called to discuss it and I see that they have reversed the charged on MY credit card, so it seems the matter has been resolved But this had nothing to do with [redacted] ***'s account Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Home Serve refused to divulge how many contractors they have in our area and how many were contracted to accept the job during the 9=hour time frame that they delayed in getting a worker to my home I will repeat my position that when I first HomeServe about the sewer back up, the water in my basement was a puddle about inches in diameterIn four hours, it was inch deep and the water was all around my basementNobody at HomeServe ever mentioned that it may take up to 48hrs for someone to come to the houseHad I known that "fast and reliable service means hours and my basement potentially in feet of sewer water by the time a "same day appointment " was fulfilled, I would have called a plumber myself and handled the problem earlier than even the four hours that HomeServe initially told me to wait for someone to call The burden is on HomeServe to prove that they have contracts with enough contractors in the area to handle emergency callers and to show that they did their best to get help to me, considering that I told them over and over how fast the water was risingIf they could not get a contractor to accept the job to come to my house when the water was inches deep, why did they refuse my request to contact my own plumber and reimburse me for the work? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: They attempted to reach me only once on 10/6/(a voice message was left) and I called and left a message on that person's voicemail to return my call which he never did His voicemail left a phone number to call which was not an number and was out of state which I would have had to pay for I called their number and was transferred to his line So you can add lying to their so called customer service It still does not answer the complaint that they offer a service and then do not have enough of a 'labor force' to fulfill that service in a timely manner Sincerely, [redacted]

Worthless money spentRefused to repair my waterline due to it broke when meter was removed by licensed plumberClaimed plumber caused the break when in actuality pipe is yrsold and would have broke if anyone tried to remove meterWas required to replace meter by [redacted] ***Was doing the right thing and got burnedNo reason to renew as they refuse to fix the problemSave your money

We are in receipt of the complaint filed by [redacted] , and regret to learn of his dissatisfaction In his complaint [redacted] expresses his concern that having credit card information saved within the HomeServe system puts it at risk for hackers to accessHomeServe fully understands the concern, and have taken steps to safeguard our customer’s informationOn HomeServe’s website, as well as internal systems, the only recorded data is the last digits of a customer’s credit cardAll other data is recorded in a secure system outside of the HomeServe system called [redacted] , the information logged within internal HomeServe systems is a token/unique identifierHomeServe is a certified Payment Card Industry Data Security Standards (“ [redacted] compliant merchant since The data retained by HomeServe is in compliance with the regulations and laws regarding credit card dataDue to the measures taken by HomeServe [redacted] ’s credit card information is not saved by HomeServe, nor is it stored on the HomeServe website In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 2/17/2017, 2/22/2017, and 2/23/without successIf [redacted] has further concerns regarding information security, he may contact our CAT agent directly at [redacted] We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We reviewed the complaint filed by Mr [redacted] and are sorry to learn of his dissatisfaction At approximately 10:47pm EST on 10/29/2014, Mr [redacted] called HomeServe to request service for a malfunctioning heating unit at his residenceAlthough Mr [redacted] ’s account was suspended, we deployed a contractor to assist Mr [redacted] because we could not confirm with the Customer Service department at that hour the reason for suspensionThat evening our contractor replaced a hot surface igniter, which restored the functionality of the home’s heating system On 11/3/2014, we received a call from Mr [redacted] Upon reviewing his account, our agent advised that his three policies were currently suspendedPer Mr [redacted] ’s request, our agent cancelled his contracts In response to this complaint, we attempted unsuccessfully to contact Mr [redacted] by telephone on 11/5/2014, 11/10/2014, and 11/12/Out of respect for our customer’s privacy, we ask Mr [redacted] to contact us at ###-###-#### to discuss his account We thank you for the opportunity to respond

We in receipt of the complaint filed by [redacted] and are sorry to learn of his dissatisfaction with his recent service call On 12/7/2015, [redacted] contacted HomeServe and reported a water service line leak and requested a service call under the Exterior Line Coverage (the “Contract”) HomeServe deployed Prime Plumbing (“Prime”) to [redacted] ’s residence on 12/8/Onsite, Prime was unable to locate a water service line leak, but advised HomeServe that [redacted] had a sewer line leak under the steps of his homeOn 12/10/2015, HomeServe contacted [redacted] and advised him that per the terms and conditions of the Contract, he was responsible for the replacement of the steps in the event of a repair should he elect to proceed with a sewer line repairAt this time, [redacted] requested a second opinion In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted [redacted] on 12/14/to discuss his concernsOur CAT agent apologized for any inconvenience [redacted] had experienced and informed him that HomeServe’s Area Network Manager (“ANM”) was scheduled to perform an onsite inspection at his residence on 12/15/to assess the sewer line issue and determine if there were available alternative repair options Following our ANM’s onsite inspection, HomeServe determined that the sewer line could be repaired without disturbing [redacted] ’s stepsPrime was scheduled to repair [redacted] ’s sewer line on 12/22/2015, but the appointment was rescheduled for 12/29/due to heavy rain in the areaOn 12/29/2015, Prime was onsite at [redacted] ’s residence and completed the repair the same day While Prime was onsite performing the repair, [redacted] contacted HomeServe and advised that he had not been informed that Prime would be onsite that day, having previously been informed the repair would be rescheduled for 12/31/due to excessive ground waterOur CAT agent apologized for the miscommunication and assured him that his concerns would be communicated internally and to Prime [redacted] thanked our CAT agent for their assistance On 1/8/2016, [redacted] contacted HomeServe to report another leak in his sewer linePrime was onsite the following day and performed a camera inspection of his line, but were unable to identify any issues and indicated that the City of Baltimore may have a break in their sewer lineHomeServe has been informed that the City of Baltimore is scheduled to inspect the line on 1/13/HomeServe will continue to closely monitor this situation and provide [redacted] with any support which he may be entitled to under the Contract We thank [redacted] for his patience and trust this response adequately resolves this matterThank you for the opportunity to respond

We reviewed the complaint filed by Mr [redacted] and are sorry to learn of his dissatisfactionOur records do not reflect a customer named [redacted] residing at [redacted] *** We contacted Mr [redacted] at the phone number he provided with his complaint on 4/4/ Mr [redacted] clarified with us that he has a property at another address that is currently enrolled in our LeakGuard product, for is automatically billed as “LeakGuard” on a quarterly basis in the amount of $ Mr [redacted] expressed his apologies over the confusion regarding the service address, and suggested that we provide more information in our automated billings We thanked Mr [redacted] for his feedback, and he remains one of our valued customers Thank you for the opportunity to respond We trust that this matter has been resolved to Mr [redacted] ’s satisfaction

We are in receipt of the complaint filed by [redacted] , and regret to learn of his dissatisfaction.On 11/8/2017, [redacted] experienced a breakdown on his dishwasherThe [redacted] (“***”) had a contractor onsite on 11/16/ [redacted] was advised the unit needed to be replacedThe customer was offered a replacement unit or cash equivalent for the existing unit, the customer chose the cash equivalent and was told a check would be sentOn 11/30/ [redacted] called to inquire on the status of his checkHe was advised the check was sent on 11/21/and that the check should be delivered by 12/5/On 12/7/ [redacted] called to inquire again the status of his check as he had yet to receive it This information was escalated to [redacted] to follow up with the customer.On 12/28/a Customer Advocate (“CAT”) a reached out to [redacted] after several attempts to reach the customer with no success [redacted] again advised the check sent on 11/21/should have been received within 7-business daysCAT asked if [redacted] could escalate the delay so an update could be provided to [redacted] [redacted] stated they would inquire if the check had been cashed and provide an answer in 24-hours directly to CATOn 1/1/ [redacted] left a voice mail advising he still had not received the checkCAT followed up with [redacted] on 1/3/2018, and assured him per an email from Manuel at [redacted] that the replacement check was sent out to him on 12/28/CAT offered [redacted] a $gratuity due to the delay and lack of follow up he had experiencedThe $gratuity was sent via [redacted] delivery on 1/3/with a tracking number.CAT is currently in contact with [redacted] regarding the delivery of his checksIf [redacted] has any further concerns regarding his complaint, he may contact our CAT agent directly at ###-###-####.We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond