HomeServe USA Corp.

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our record** *** *** contacted HomeServe on 5/17/after she was notified that her Exterior Sewer/Septic Service Line and Exterior Water Service Line coverage (collectively
the “Contracts”) had been suspended due to non-paymentMs*** advised that her credit card had expired, resulting in the missed monthly installment payment in MayA HomeServe agent offered to update Ms*** credit card information and indicated that he could schedule a June payment to satisfy the account’s deficiencyAt this time, Ms*** declined to provide updated billing information and ended the callOn 5/18/2016, Ms*** contacted HomeServe and provided our agent with updated credit card informationOur agent advised that her next monthly installment payment would be deducted on 6/3/and would include a pro-rated portion of her missed May payment
On 5/27/2016, Ms*** contacted HomeServe and asked if she could make a same-day payment to bring her account current, rather than increasing the cost of her monthly installments to account for her missed May paymentOur agent noted that payments are processed overnight and that her Friday payment request would not be processed until the following business day, 5/31/At this time, Ms*** requested to speak with a managerA HomeServe Case Manager took the call and attempted to explain the billing system to Ms*** however, they were unable to reach an understanding before the call ended
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms*** on 5/31/Our CAT agent explained HomeServe’s billing process and systems and the reason why a “same-day” payment could not be madeAfter speaking with our CAT agent, Ms*** expressed her understandingUnfortunately, the call abruptly disconnected following this explanationOur CAT agent unsuccessfully attempted to reach Ms*** again on 5/31/2016, 6/1/2016, and 6/3/without success
HomeServe has attempted to debit Ms*** monthly installment payments using her updated billing information, but has been unable to do soOur CAT agent attempted to contact Ms*** on 6/9/and 6/15/to obtain accurate billing information, but has been unable to reach herIf Ms*** would like to further discuss the matter, she may contact our CAT agent directly at *** We trust this satisfactorily resolves this matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and are happy to report the matter has been resolved to her satisfaction
According to our records, on 7/6/2017, *** *** contacted HomeServe to report her air conditioning system was not cooling, and requested a service call under her
*** *** *** *** *** Plan (the “Contract”)A HomeServe technician was on site on 7/6/2017, and determined they would need a new freezestat and time delay to repair the unitAdditionally the technician advised they would repair a hole cut in the duct work to access the air conditioner coilsParts were received on 9/26/2017, however due to an administrative error they were not the correct parts
In response to this complaint on 10/3/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** ***Our CAT agent apologized for the lack of follow up *** *** has experienced from HomeServe, and assured her that HomeServe would complete the repairs to the air conditioning system, and repair the duct workThe correct parts were received and installed on 10/12/On 10/13/2017, our CAT agent spoke with *** *** to confirm the parts were installed and the duct was repaired*** *** advised that the temperatures outside were too cool to test the air conditioning unit at this time, and our CAT agent advised to contact her directly at ###-###-#### if she found the unit was not functioningOur CAT agent also offered *** *** a refund of half the price of her Contract, as she did not receive the expected service for the cooling portion of the ContractA check in the amount of $has been mailed to *** *** with an expected arrival time of 10-business days
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Received sales materials in the mail from these guys Not sure how they got my name and address but everything looks and smells 'SCAM'Went to their website *** and 'Do not mail' link is no where to be foundPlease remove me from your mailing list

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
The only problem I have is that they say they receive this information from third party and sometimes it is incorrect
I would like to know what third party has listed my son as the home owner for my homeThere is no such information anywhere to be foundI would more that likely assume that the company took it upon itself to decide that he was the homeowner
Sincerely,
*** ***

How in the world this company get A+
while the review rating show
17% postive and 77% negative?????

only thing I would like to add is that in the future this company should not delay customer satisfaction in the form of stating miscommunication.sears was turned away the first time for repair and stated homeserve wanted a cheaper repair done
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction According to our records, on February 15, 2018, *** *** called HomeServe and advised us that she had mailed in an enrollment form for Exterior Water Service Line coverage in December of
2017, along with a check for $*** *** stated that she had paid her bank a stop payment for this check. We advised her that that if she did indeed have her bank issue a stop payment on the check, this would suffice to stop the enrollment. *** *** also requested to be added to HomeServe’s Do Not Mail list. The HomeServe agent fulfilled *** ***’s request and asked that she please allow four to six weeks for her request to be implemented In response to this complaint, between February and March 20, 2018, a member of HomeServe’s Customer Advocacy Team (“CAT”) tried but was unsuccessful in reaching *** ***, to advise that HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water service linesHomeServe USA serves more than million customers across North America, including Canada, holding million service contractsIn just the last three years, HomeServe has performed over 800,service jobs; ninety-eight percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and familyWe are a Revdex.com (“Revdex.com”) accredited business, which means that HomeServe has met the standard of trust the Revdex.com upholds, with an “A+” ratingAs with all of its partner mailings, the City of *** reviews and approves every mailing sent out in partnership with HomeServe to consumers. This was the case with the mailing sent out by the City of *** which *** *** received*** *** requested a refund of the $fee she paid to her bank to stop payment on the check she sent to HomeServe. HomeServe did not receive these funds, but as a courtesy, we will send *** *** a check for $in a gesture of good will. We hope this response provides *** *** with clarity regarding HomeServe, our products, and the intent of our mailersWe thank you for the opportunity to respondTell us why here

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction
Mr*** states in his complaint that HomeServe charged his account for coverages he did not requestIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”)
spoke with Mr*** on 11/08/At that time Mr*** advised that he had already placed a dispute on the charges with his bankOur CAT agent explained that since the dispute had already been placed with the bank, she would not be able to process any refunds until that process is completedIf the bank declined the dispute she would be able to process a refund if determined that HomeServe had received funds from him in errorAs agreed with Mr***, our CAT agent attempted to follow up with him on 11/16/2016, 11/23/2016, and 11/28/to confirm the status of the dispute with his bankUnfortunately our CAT agent was unable to reach Mr*** on any of those datesIf Mr*** did not receive any funds back from his bank, he can contact our CAT agent at ###-###-#### for a refund
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

We are in receipt of Ms***’s complaint and are happy to report that we have resolved this matter to her full satisfaction
Ms*** enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 9/9/On her enrollment form, Ms*** selected the “EZ-PAY” billing option which provides that the Contract will automatically renew at the then current price using the banking information provided by the customerHomeServe mailed Ms*** a Contract Renewal Notice on 8/10/notifying her of the upcoming renewal of the ContractThe Contract renewed on 9/9/
Ms*** contacted HomeServe on 9/21/to cancel the ContractA refund in the amount of $71.88, representing the full price of the Contract, was issued to Ms***’s bank account on 9/23/On 10/5/2015, our Customer Advocacy Team agent contacted Ms*** to advise that a gratuity check in the amount of $12.50, covering her over-draft fee, would mailed within 10-business days
While we are disappointed to lose a valued customer, we appreciate Ms***’s patience in resolving this matterWe trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

From: *** * *** ** *** Sent: Friday, June 23, 11:AM To: *** Subject: Revdex.com Att To whom it my concern at the Revdex.com Complaint *** Thanks for all your support and help I received my reimbursement check of
$on June via *** from HomeServe finally after a long wait since April thank you very much Unfortunately I had a another repair done and more problems with this same company on June 2017.When my hot water heater went out just filed a new complaint on HomeServe once again today June I will no longer do business with these folks any longer more problems once again

From: m*** *** *** Sent: Wednesday, November 23, 12:PM To: *** *** *** Subject: Re: About your Internal Plumbing & Drainage Coverage service call Hello, I have been in contact with *** from the Customer Advocacy group and
she was a pleasure to work with in resolving this issueI was told today that since my issue was a rare occasion that was complex in nature, it required further investigationI am getting a refund for my out-of-pocket expenses related to the actual leakThank you HomeServeI am happy we were able to reach a compromiseI will keep all my other coverage plans with HomeServeHappy Holidays

We are in receipt of the complaint filed by *** *** and are happy to report that this matter has been resolved to her full satisfaction
On 12/1/2015, *** *** contacted HomeServe and stated that her own contractor, *** *** *** snaked her bathroom pipe and during the course of
the snaking the bathroom pipe began to leak*** *** stated that *** informed her that the repair would be expensive and rather than have them perform the work she elected to contact HomeServe and request a service call under her Interior Plumbing and Drainage Coverage (the “Contract”)Per her request, HomeServe deployed the job to *** *** ***) who was onsite the same day but observed no leak
On 12/3/2015, *** *** contacted *** and advised that the bathroom pipe was leaking again*** informed *** *** that they would be onsite that afternoonThe same day, *** *** contacted HomeServe to cancel the service call, the Contract, and an additional service contract she purchased from HomeServePer her request, the service call and service contracts were cancelled
On 12/15/2015, *** *** contacted HomeServe to file a complaintShe noted that although *** did not observe a leak, they could have inspected the pipeShe advised our agent that *** charged her $on 12/1/and wanted to dispute the chargeOur agent apologized to *** *** and advised that a HomeServe Repair Management Supervisor would contact her on 12/15/On 12/17/2015, *** *** contacted HomeServe and informed our agent that she had not received a call from a Repair Management Supervisor and requested on update on the status of her complaintOur agent apologized to her and advised that a member of our management team would contact her
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted *** *** on 1/21/to discuss her concerns*** *** advised our CAT agent that the $credit card charge she disputed in her 12/15/complaint was not from HomeServe or ***, but actually from her contractor, *** *** *** *** ***s*** *** apologized for the error, but requested a full refund due to the inconvenience she had experienced during her service calls
Our CAT agent apologized for the inconvenience and frustration experienced by MrsHardyIn an effort to exceed customer satisfaction, Our CAT agent informed *** *** that she would receive a full refund check in the amount of $80.70, representing the full amount paid for the Contract and additional coverage previously held by *** *** *** accepted and thanked HomeServe for their effortsAccording to our records, *** *** should expect to receive the refund check within 10-business days
We thank *** *** for her patience and trust this response adequately resolves this matterThank you for the opportunity to respond

We have reviewed the complaint filed by *** *** and regret to learn of his dissatisfaction with our 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 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 ***, where *** *** 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 *** ***' address, *** *** *** *** *** ** ***, to our internal “Do Not Contact” 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 *** *** with more clarity regarding our mailers and services, and thank you for the opportunity to respond

This is the worst company to work with ever and they have terrible customer service They have no problem taking your monthly premiums but don't try to file a claim If they do send someone out they will not call or send you anything telling what you should do nextCalled today and was told my account was closed by *** because I had movedI have lived in the same house for years However there was no proof they could provide me that *** had done thisSo I have been paying for over a year for nothing Would highly not recommend

We have reviewed the complaint filed by*** *** and regret to learn of his dissatisfaction with our optional*** *** *** *** offer*** *** assertion that HomeServe is a scam is wholly without meritHomeServe 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+” ratingHomeServe 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 *** *** where *** *** residesIn fact, over the last three years, HomeServe has performed over 800,service jobs; providing more than $million in customer savingsAs per his request, we have added *** *** address,*** *** *** *** ** ***, 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 mailings while our system updatesWe trust that this response provides *** *** with more clarity regarding our mailers and services, and thank you for the opportunity to respond

We are in receipt of the rejected response filed by *** *** on 1/18/2018, and are happy to advise this issue has been resolvedOn 1/30/HomeServe’s Customer Advocate reached out to *** *** and confirmed he has received both checks offeredA check of $on behalf of The *** ***, and a check of $offered as a goodwill gesture from HomeServeWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

They did refund my money, but I had no idea that I was enrolled in several plans because of the mass mailings they send youI thought that I was on one plan and that the renewals were just for that one planThey never notified me that I had several plans goingThe only reason I got my money back was because they did not want their name trashed on the Revdex.com siteThey never did address the poor customer service including the employees sending me the wrong paperwork or not returning calls when they said they wouldI still would like the rating for this business changed because none of this should have happened in the first placeThey need to change how they do business and address their customer service issues.Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We have reviewed the complaint filed by Mr*** and are sorry to learn of his dissatisfaction
According to our records, Mr*** received a postal solicitation from HomeServe for our Exterior Water Service Line service contract (the “Contract”)Notably, the solicitation Mr
*** received for the Contract included the following language: “As part of our commitment to WaterOne customers, we want to keep you informed of your responsibilities as a homeownerWaterOne is responsible for installing, and continuing to maintain, the water main in the streetYour water service line branches off the water main and is your responsibility from your property boundary to the foundation of your home.” (Emphasis added)Mr*** signed enrollment form was returned to HomeServe and processed on 12/6/
On 3/26/2015, Mr*** contacted HomeServe and advised our agent that he had contacted *** after observing a clogged shower drain in his homeOnsite, *** performed a camera inspection of the line which revealed a broken drainage pipe*** provided Mr*** with a repair estimate of $3,Our agent advised Mr*** that sewer/septic lines were not covered under the ContractMr*** also inquired about enrolling in HomeServe’s sewer/septic line coverageOur agent advised Mr*** that our customer service department could enroll him, but noted that there would be a day waiting period before he could make any claims
In response to this complaint, we have reviewed Mr*** accountHomeServe stands by its position that the damaged sewer/septic line is not covered by the ContractWe encourage the recipients of our postal solicitations to read the information carefully and consider if HomeServe’s offers will be of benefit to them
We trust that this response clarifies HomeServe’s position and thank you for the opportunity to respond

We reviewed the complaint filed by Mr*** and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">On 11/19/2013, HomeServe was contacted by the *** who reported water pooling in their yard, indicating a possible water service line leak HomeServe deployed contractors who confirmed a water service line leak The contractor provided HomeServe with a repair estimate, but failed to begin the repair in a timely manner
On 2/7/2014, HomeServe deployed a second plumbing contractor to diagnose the water service line and perform necessary repairs We found that the second plumbing contractor also delayed in assisting our customer, arriving on site on 3/24/2014. The contractor advised HomeServe that they would follow up with an estimate for repairs According to our records, no estimate was ever received by HomeServe from the second contractor assigned to this claim
In response to this complaint, we spoke with Mrs*** on 10/22/and apologized for the process failures identified in our investigation of this matter. HomeServe offered the *** reimbursement for any covered repair expenses they may have incurred However, Mrs*** advised that no repairs had yet been performed on their water service line In response to this information, we immediately deployed a new plumbing contractor and assured Mrs*** that her claim would be closely monitored by our Repair Management department to ensure prompt resolution.
As a gesture if goodwill, and to thank the *** for their extraordinary patience, HomeServe has offered them a free year of Exterior Water Service Line coverage for the following year, beginning on 11/26/2014)Ms*** thanked us for the resolution and thorough investigation of this complaintIn Our contractor has advised us that they have scheduled an on-site repair for 10/31/2014.
We trust our customers are satisfied with this resolution. Should they have any additional questions regarding their repair, they may feel free to contact us at ###-###-####. Thank you for the opportunity to respond

From: us c [mailto:[email protected]] Sent: Thursday, June 30, 8:PMTo: [email protected]: Fwd: Complaint# ID ***
---------- Forwarded message ----------From: us c ***Date: Thu, Jun 30, at 7:PMSubject: RE: Complaint#
ID ***To: [email protected] complaint has been tentatively resolved, pending a release from HomeServe. Please close this complaint. Thank you. **