HomeServe USA Corp.

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. I appreciate them taking the time to address each and every item of my complaint, in a very personal manner
Sincerely,
*** ***

We have reviewed the complaint filed by *** ***, and are sorry to learn of her dissatisfaction
According to our records, a technician performed a tuon *** ***’ heating system on 9/27/ During the
tune-up, our technician discovered that the system had high levels of carbon monoxide and that her boiler required a new site glass and washers. A parts order was created and further repair appointment scheduled for 9/29/
During the 9/29/repair, the technician discovered that the boiler had an existing internal crack, and deemed it to be beyond repair, condemning the unit Our technicians followed up with *** *** on 10/3/to provide a more detailed explanation of the findings and to offer assistance in obtaining a 3rd-party replacement quote
In response to this complaint, we contacted *** *** on 10/9/and she requested further review of her allegations that our technician damaged her boiler We spoke with *** *** again on 10/20/and advised her that our review confirmed that our technicians bore no responsibility for the condition of her boiler. We reminded her that during the 9/29/repair call, our technician informed her that the unit could not be repaired and required replacement
We trust that this response provides *** *** clarity regarding HomeServe’s investigation into this matter, and thank you for the opportunity to respond

*** *** *** *** Sent: Tuesday, August 09, 4:PMTo: Revdex.com Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #***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 are in receipt of the rejection filed by Ms* *** and are sorry to learn of her continued dissatisfaction
Ms* ***’s assertion that “[t]his is the way this business works” and that HomeServe utilized any means to “[keep] [customer’s] money and [excuses] not to live up to the contract” is wholly without meritAs noted in our prior response, our contractor, *** ***, performed an onsite inspection of Ms* ***’s sewer line and did not observe any bain the lineFurther, as a courtesy, *** *** performed a camera inspection of the line and observed damage to the line outside of Ms* ***’s property boundaryNotably, the terms and conditions of Ms* ***’s Exterior Sewer/Septic Line coverage (the “Contract”) provide that Ms* ***’s sewer line is covered from the “point at which they cross the outer vertical wall of the building on Your property to the point of connection with the public sewers on Your property .” (Emphasis added)As such, the area outside of Mrs* ***’s property boundary, to which *** *** observed damage, was not covered under the Contract
Further, as noted in our prior response, Ms* *** is not entitled to a refund under the Contract, as the price of the services provided to her exceed the $already paid to HomeServeHowever, Ms* *** is entitled to a pro-rata refund in the amount of $for her Water Service Line coverage, as no service calls were made under that contractA HomeServe Customer Advocacy Team agent attempted to contact Ms* *** by phone to inform her of the foregoing, but was unsuccessfulMs* ***’s refund check was mailed on 3/7/If she has not yet received her check, we invite her to contact HomeServe at ###-###-####
We trust that this response adequately resolves this matter and thank you for the opportunity to respond

We have reviewed the complaint filed by *** *** and are sorry to learn of his dissatisfaction regarding his repair claim
Our records indicate that on July 5, *** *** called and reported that he had a sewage backup in his homeWe deployed a plumbing contractor who was onsite the same day and cleared the blockage in the sewer line, restoring functionality to *** ***’s drains*** *** called us on July 6, 2014, and advised that his sewer drains were blocked againHomeServe redeployed the plumbing contractor, who cleared the line again, and advised that a camera inspection of the sewer line would be necessary to identify the cause of the frequent blockages
In response to *** ***’s complaint, we instructed our contractor to expedite the camera inspection, which was performed on 7/18/We informed *** *** on July 22, that HomeServe is awaiting the repair recommendations from the contractor based on the results of the camera inspection*** *** acknowledged that he filed the Revdex.com complaint unaware that HomeServe had already approved his camera inspection
Our contractor recommended a 30-foot section repair to the sewer lineThe cost of the repair exceeded the repair contract’s benefit limitOn 7/28/2014, we advised *** *** of the out-of-pocket expense for the remaining balance and he accepted and authorized the repair to commenceOur contractor completed all repairs to the sewer line on 8/4/2014, and then performed basic restoration to the work area
Thank you for the opportunity to respondTo thank *** *** for his patience in the matter, we have discounted all the remaining fees of *** ***’s contract so that he may enjoy the coverage for the current term free of chargeWe trust this matter has been resolved to *** ***’s satisfaction, and are pleased to keep him as a valued HomeServe customer

We are in receipt of the complaint filed by Ms*** and regret to learn of her dissatisfaction
According to our records, on 4/20/Ms*** contacted HomeServe to report a clogged toilet and request a service call under her Interior Plumbing and Drainage System coverage (the
“Contract”)HomeServe deployed D *** Plumbing and Sewer Contractors LLC (“D ***”) to Ms*** home and they were on site 4/20/
D *** reported inches of water being present in the basement upon their arrival, prior to opening the cleanoutThe technician from D *** opened the cleanout cap in an attempt to clear the lineAt this point, the technician advised Ms*** to contact the city to check the sewer line from its side, as this area is known for flooding
Ms*** spoke with one of HomeServe’s Repair Management Case Managers (“RMCM”) on 4/22/2015, 5/1/2015, and 5/7/to address the damages she claimed were caused by the technician from D *** According to Ms*** the damages totaled $12,Our RMCM was unable to resolve the issue to Ms***s satisfaction, and the matter was escalated to a member of HomeServe’s Customer Advocacy Team (“CAT”)
Our CAT agent spoke with Ms*** on 6/2/2015, and advised that she was researching the situation, and would be speaking with a Regional Operations Manager (“ROM”) to determine if the actions by D *** caused the damageOn 6/3/2015, our CAT agent and ROM reviewed the repair with D ***Doug ***, the owner of D ***, provided further clarification into the actions taken by his technician on 4/20/
As stated, when the technician arrived on site there was already inches of water in the homeD *** advised that when there is standing water in a home, a toilet should not be removed to snake the lineWe verified that this approach was standard practice with an independent plumberSo, in an attempt to resolve the leak, the D *** technician opened the cleanout to determine the location of a potential blockageAs soon as he removed the cleanout cap, the technician identified that the cleanout was under pressure and placed the cap back onThis action released a small amount of additional water, approximately gallonsHaving now discovered that the sewer line beneath the cleanout cap was under pressure, our technician was able to determine that the issue was a blockage within the city sewerD *** also stated that MsDiaz-Irby’s home is located in a flood zone area, a fact that was also confirmed by the Township of *** Municipal DepartmentIn fact, the Superintendent confirmed that on the day in question, there was a report of a city sewer backup in the area
Based on the above information, our CAT agent and ROM determined that the damages were not caused by D ***On 6/5/2015, our CAT agent spoke with Ms*** and provided discounts off the renewal price of the Contract, and the Sewer/Septic Line Plus CoverageA check for $was also offered to Ms*** as a courtesy towards any deductible with her homeowner’s insurance, however Ms*** declined this offer
On 1/18/2016, Ms*** contacted HomeServe to request a reimbursement in the amount of $for the damages to her homeThe original CAT agent assigned to the case attempted contact on 1/21/2016, without success
In response to this complaint, a second CAT agent fully reviewed the previous interactions with the *** and original CAT agentOur CAT agent attempted to contact Ms*** on 8/25/2016, 8/29/2016, and 9/2/2016, without successAfter a comprehensive review, our CAT agent is upholding the previous determination made by the CAT department and ROMIf Ms*** wishes to discuss this further, she may contact our CAT agent directly at *** HomeServe is willing to honor the original offer of $as a courtesy toward any homeowner’s insurance deductible
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
According to our records, on 1/7/2017, *** *** contacted HomeServe to report an issue with his furnace, and requested a service call under his Premier Heat Plus Plan (the “Contract”)
HomeServe deployed a technician to *** *** home on 1/9/The technician found that the duct damper was not opening to allow heat to flow through to one of the floors of the homeThe issued was then traced to the duct damper control board that controls the operation of the duct dampers and needed to be repairedThis part is not covered under the Contract since this is not part of the furnace, but is an ato the duct work that supplies the heat around the home*** *** was advised that the part would need to be ordered, and he agreed to the price quoted
The part was installed on 1/13/Prior to leaving the home, our technician verified both heating zones had heat, and confirms the unit is in full operation at the time he leavesThe damper control board does not operate the furnace, it is solely responsible for controlling the damper to provide heat to both zones in the home
*** *** contacts HomeServe again reporting no heat, on 1/14/a technician replaces the furnace circuit board, and orders an *** high limit for the furnaceAfter completing the repair, *** *** heating unit was operating, and he had heat in both zonesThe furnace circuit board has no connection to the damper control board that was installed prior
On 1/20/2017, the *** high limit was replaced, and our technician confirmed the heat was functioning prior to leaving the home*** *** advised HomeServe that he once again had no heatWhen a tech was on site 1/26/he found the unit in operation, and both zones had heat*** *** advised HomeServe again on 1/30/that he had no heat, a technician was back to his homeThe technician found on 1/30/that the pressure switch on the furnace ID motor was defective and replaced the switch*** *** additional repair issues were with the operating parts of his furnace the duct dampers operated properly after every repair visit
HomeServe’s Field Operations Manager (“FOM”) contacted *** *** on 1/30/and advised that the damper control board only controls the opening and closing of the zone dampersOur FOM further explained that the damper control board has no effect on the parts that were replaced on subsequent visitsHe denied a reimbursement of the cost for the damper control board
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed the repair completed by HomeServe’s technicians, and reviewed with the FOMAfter reviewing the case, our CAT agent spoke with *** *** on 2/14/and explained that the repairs were all validShe further explained that the original repair of the damper control board was unrelated to the following repairs, however without that original repair he would not have had control of the heat for the zones in his home*** *** did not agree with the result of the investigation, and advised that he had filed a dispute with his credit card company regarding the charge for the damper control board*** *** has filed a dispute with his credit card companyThe purchase an installation of the damper control board was a valid charge, and therefore, HomeServe is not submitting a refund for the chargeIf *** *** has any further questions he may contact our CAT agent at ***
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

this is not a complaint but a clarification on my behalfI recently sent an e-mail concerning HomeserveAlthough, I did not like the way you were given inaccurate information, I do give credit to the company for fulfilling their contract and oral agreement.I am fully satisfied with how the company took care of the problem at no expense to me.It was an error in my part to have sent a rejection response.I did not reject the offer from Homeserve and homeserve is a company that takes care of it's customersThank you,

We are in receipt of the complaint filed by Mr***r and are happy to report that this matter has been resolved to his full satisfaction
According to our records, Mr***r was enrolled in the Premier Heat Plus Plan (“PHPP”) on 11/24/On 11/30/2015, Mr***r contacted HomeServe and
requested cancellation of the PHPP and enrollment in the Premier Heat Plan (the “Contract)Our agent informed Mr***r that because he had already paid in full for the PHPP coverage ($309.00), HomeServe would apply those funds towards the Contract ($235.08), and issue a credit to his credit card in the amount of $
On 12/30/2015, Mr***r contacted HomeServe and advised that HomeServe had charged his credit card $235.08, rather than issuing a creditOur agent apologized to Mr***r and informed him that a system error caused the additional chargeIn effort to exceed customer satisfaction, HomeServe issued a $gratuity check to Mr***rOn 1/6/2015, a pro-rated refund in the amount of $was deposited into Mr***r’s checking account on file
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) reached out to Mr***r to discuss his concernsMr***r advised the CAT agent that he had nothing further to discuss regarding his complaint
We thank Mr***r for his patience and trust this response adequately resolves this matterThank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and are happy to report that we have resolved this matter to his satisfaction
According to our records, *** *** contacted HomeServe on 2/9/and reported no heat in his upstairs bedroom, requesting a service call under his Plan A Primary
Heating Unit Coverage (the “Contract”)On 2/10/2016, *** *** * *** ***(“***”) was on site and diagnosed two malfunctioning zone valvesFollowing his diagnosis, ***’s technician contacted HomeServe and inquired as to whether zone valves were covered under the Contract; our agent informed him that they were not***’s technician gave no further information and ended the callOn 2/12/*** *** called HomeServe and informed our agent that ***’s technician stated that zone valves were not covered repairs; however, *** *** indicated that he could find no mention of zone valves in the terms and conditions of the ContractOur agent directed *** *** to the “What’s Covered” section of the Contract and noted that parts not included in that section would not be covered*** *** then elected to cancel the Contract, as well as two other service contracts he held with HomeServe*** *** cancelled his contracts less than days after their start date and was therefore entitled to a full refund, less any claims paidBecause the cost of the *** service call was in excess of any refund that would have otherwise been due under the Contract, he was not entitled to a refundNonetheless, HomeServe elected to process a full refund of the Contract, in the amount of $78.95, which was credited back to *** ***’s credit card on 2/18/HomeServe also issued a full refund for the additional service contracts cancelled by *** ***, both in the amount of $These refunds were credited back to *** ***’s credit card on 2/17/On 2/12/2016, *** *** re-contacted HomeServe and requested additional clarification regarding zone valve coverage under the ContractOur agent referred him to the website www.ugirepairplans.com; which provides UGI consumers the opportunity to review coverage options available in their areaNotably, the webpage indicates that “zoning components” are not covered under the Contract
In his complaint, *** *** noted that UGI previously repaired his zone valve, and indicated his belief that the Contract was a “bait and switch scam”A member of HomeServe’s Customer Advocacy Team (CAT) reviewed our records to determine whether UGI had previously covered zone valves in the service contracts they offered their customersOur records indicate that UGI’s service contracts for circulating hot water heating systems, like the one owned by *** ***, did not cover the repair or replacement of zone valvesAs such, any assertion that the contracts offered by HomeServe are a “scam” is wholly without meritWe encourage homeowners to read the information available on our website, direct mail, etcand carefully consider the benefits before purchasing our optional service contracts
As to *** ***’s statement that he will “be seeking another company if I can find one with some integrity”, HomeServe would like to point out that it is a leading provider of home repair solutions in the United 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 the United States and Canada, holding over million service contracts, and has 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
In response to this complaint, our CAT agent contacted *** *** to discuss his concerns on 3/7/He informed *** *** that the heating line and the zone valves were part of the secondary heating system (i.ethe hot water delivery pipes from the boiler which provide heating throughout the home), the Contract indicates it is for repair of covered heating unit parts specifically listed, and the zone valves and heating line are not covered because they are not included in this list*** *** stated that he understood why the zone valves were not covered, that he had already paid to have them repaired at his own expense, that he appreciated receiving the full refund on all three of the service contracts he previously held with HomeServe, and that he had no further concerns
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and regret to learn of his dissatisfactionOn 11/16/2017, *** *** reported a sewage back up on his property, the contractor *** *** (“***”) was onsite that same dayA request to complete a camera inspection on the line was
completed on 11/17/An issue was reported past the curb of the customers propertyUpon the technician reporting the location of the break to HomeServe *** *** was advised that his External Sewer Line Coverage (“Sewer Coverage”) would not cover past the property boundary line as stated in the “What’s Covered” portion of the contractIt states: “We will arrange and pay for the repair or replacement due to wear and tear of a leaking or permanently blocked Exterior Sewer Line or Exterior Septic Line for which You have sole responsibility, that supports Your Residence…” “…An Exterior Sewer Line is the line that takes waste water from the external wall of Your Residence to Your Property boundary.” *** *** disputed the diagnosis, the customer stated the repair location was not marked by ***On 11/28/2017, the customer stated the City had come out to his home, marked his property lines, and the property lines extend into streetThe city of *** also advised *** *** the issue with the sewer line is within his boundaryA new work order was created and sent to *** *** (“***”)ON 11/29/2017, *** agreed they would contact *** *** to schedule a camera inspection to locate and mark the break on the customers sewer lineIn response to this Complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact *** *** on 11/22/2017, 11/30/2017, and on 12/1/spoke with the customer*** *** was advised we will continue to proceed forward to diagnose if this repair may be a covered event*** *** will move forward with supplying documentation from the city showing property boundary locations for his homeIf it is determined that the needed repair is inside the property boundary markings of *** ***’s responsibility, HomeServe will proceed forward with repair completion with ***CAT took the opportunity to clarify the process for a legal request with *** ***, confirming any legal requests would have to be submitted in writingWe trust that this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We have reviewed the complaint
filed by *** *** and are sorry to learn of his dissatisfaction
*** *** contacted HomeServe on
1/5/to report issues with his humidifier and was advised that he would
receive a call back from a Field Operations Supervisor within -
hours. On 1/6/2015, a Field Operations
Supervisor returned *** *** call and scheduled an appointment for a
technician to assess the situation on 1/8/2015.
Our technician inspected the
humidifier on 1/8/and determined that the humidifier required replacement
due to a burned out water valve
The replacement humidifier was installed
on 1/13/2015. HomeServe contacted *** *** on 1/13/to apologize for any confusion and to follow up with him
regarding any remaining concerns. *** *** indicated that he was satisfied with the repair and installation
We trust this response resolves
this matter and thank you for the opportunity to respond

Complaint* ***
I am rejecting this response because:
Sincerely,
*** ***

We are in receipt of the complaint filed by Mr* *** and regret to learn of his continued dissatisfaction
In his original complaint, Mr* *** stated that the part replaced was a capacitor, and that he was advised it was not a covered partThe information provided to Mr* *** at that time was correctMr* ***’s coverage at the time of the repair was the Premier Heat and Cool Plus Plan (the “Contract”), which does not cover a capacitor for a cooling systemThe information provided by Mr* *** in this complaint is for coverage that he did not purchaseThis coverage does not have the same parameters of Mr* ***’s Contract, and while it covers a capacitor, his did not
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with Mr* *** on 9/6/Our CAT agent explained the difference in his Contract and the coverage Mr* *** referencedShe explained that his Contract provided a higher claim limit, and provided for an annual tuto the unitAdditionally, our CAT agent explained that the HomeServe technician provided an accurate diagnosis, replaced pounds of RFreon, and recommended the replacement based on the leak located in the condenser coilMr* *** maintained that the capacitor was the sole cause of the lack of cooling, and he states that his technician he hired said there was no leakAn A/C unit is a sealed unit, the only way there would be a need to replace Freon is if there is a leakMr* *** did not accept the diagnosis, and wished to have the full contract year refunded to himOur CAT agent explained that the prorated refund of $already provided was the refund that would be available due to having a service call, and having the pounds of RFreon replaced
We trust this response satisfactorily resolves the matter and thank you for the opportunity to respond

First of all, the first service provider Homeserve sent to our home was '***'S," a heating and cooling company which we found odd because this is a plumbing problem! The technician for ***'S walked around the basement, seen the cracks in the floor and called the plumber who according to this technician said to me, " He sent me to see what is going on." At this point, I asked him where the plumber was, he said,"The office." Greatthe plumber is at the office. After the phone call to the plumber at the office, the technician responded with "You have a broken tile somewhere so we can't help you." So here we have the qualified plumber sitting at the office diagnosing our problem over the phone without being on the premises.This is the kind of problems we have been having with Homeserve - they send unqualified technicians and waste our time and money. Homeserve doesn't even keep track of the companies they send to the home to diagnose problems. In our case, ***'s came here and left and did nothing. Then Emergency **Plumber came and ran dye, scoped our pipes and finally diagnosed our problem.At the end of Homeserve's rebuttal, they say that ***'s was here working on our problem the last time I spoke with a Homeserve representative. When in fact, the company that was here working on our problem was Emergency **Plumber; therefore, Homeserve cannot even get their facts straight!Homeserve has rejected our claim and the problem is still being evaluated and dealt with by our city's Public Workers Department and our water and sewer provider, Northwest Sewer and Water. As soon as we receive the final reports from these two agencies, we will be providing these reports to Homeserve to supplement our claim for reevaluation.Any help you can provide us regarding this situation would be appreciated
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We have reviewed Ms*** complaint and regret to learn of her dissatisfaction, which appears to have come from a misunderstanding
HomeServe never refused to honor its contract, and, in fact, all repairs were made at no expense to Ms***Ms*** called HomeServe on 2/3/to report hearing a non-visible pipe leak coming from inside or underneath her home HomeServe deployed a plumbing contractor to diagnose the source of the leak and make repairs On 2/12/2014, Ms*** contacted HomeServe to advise that she was having difficulties finding a mutually convenient appointment time for the plumbers to come out to her home, citing her own work schedule as the cause HomeServe representatives worked with Ms*** and the contractor to schedule an appointment on 2/17/Once onsite, the plumbers diagnosed the source of the leak and were authorized to make repairs. Ms*** was made aware on 2/18/that the repairs were approved, and they were completed at a later date.
Upon receipt of this complaint, we contacted Ms*** on 2/24/to better understand her concerns because as of the date of her complaint, the repairs had been approved and scheduled to take placeShe explained that her concerns were primarily with the tone of the 2/17/telephone conversation between the onsite plumber and the HomeServe agentsWe clarified that the HomeServe agents were negotiating repair costs with plumbing company, which would have otherwise resulted in an out-of-pocket cost to Ms***We further followed up with Ms*** upon the completion of the repairs, and she advised us that she was fully satisfied with the repair work and the claim
Thank you for allowing us the opportunity to respond. We trust this matter has been resolved to Ms***’s full satisfaction

Complaint: ***
I am rejecting this response because: I did not get any calls from Home Service in regards to my situation. I did recieve a letter dated 2/24/14...whenever I call the number I get a recording to call back. My problem is I do not have any information to give them regarding my account. I gave him my address and the Customer ID# and the Statement#....which was not acceptable for him to talk to me. He wanted the phone number which I had when I originally paid the agreement. I have since had my number changed and I do not know the old number. So, if I were to have a problem with my pipes....I still cannot talk to anyone regarding my agreement. I have been paying this agreement for probably nine years.....I never had to call them before to find out that they won't talk to me since I didn't have correct phone number. I would like to talk to someone to KNOW that if I were to have a problem, I can get through
Sincerely,
*** ***

We are in receipt of the complaint filed by *** *** and are happy to report that we have resolved this matter to his full satisfaction
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 4/8/to discuss his concernsOur CAT agent
informed *** *** that the City of Alliance only permitted approved contractors to perform excavation of City streets (required for the subject repair), and that HomeServe was in the process of setting up the repair with an approved contractorOur CAT agent indicated that a Repair Management Case Manager was continuing to monitor *** ***’s repair and would follow up with him after the repair was completed to ensure his satisfaction
On 4/12/2016, a HomeServe agent contacted *** *** and left a voice message, advising that an approved contractor, * *** * *** ***), had been located and that a representative would contact him to schedule an appointmentON 4/13/2016, *** contacted HomeServe and advised that they performed an onsite inspection at *** ***’s home***s agent provided HomeServe with a quote for the required work, which was approved by a member of the HomeServe’s Repair Management leadership teamNotably, a portion of the quote involved an upgrade to the water line, which was not covered under *** ***’s service contract*** *** accepted the out of pocket charges for the upgrade and the repair was approved to commence
On 4/18/2016, *** was onsite and began repair work, which was subsequently completed on 4/19/On 4/20/2016, our CAT agent attempted to contact *** *** to confirm his satisfaction with the repairs, but she was unable to speak with himAn additional unsuccessful attempt was made on 4/22/Thereafter, *** *** returned our CAT agent’s call and via voicemail confirmed that he was satisfied with the repair work
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and regret to learn of her dissatisfaction
According to our records, on 5/1/2017, *** *** was enrolled in the Exterior Water Service Line Coverage (the “Contract”) after HomeServe received a postal enrollment form*** *** enrolled in
HomeServe’s E-Z PAY program by signing the section of the form that states: “I authorize HomeServe to charge my account for Exterior Water Service Line Coverage at the frequency specified and my financial institution to debit these payments from the account providedI understand that, regardless of the payment frequency I select, my optional coverage is based on an annual contract and will be renewed annually on the same payment terms selected at the then-current renewal priceI have the option to cancel this contract at any time without additional cost to me by calling ***I confirm that I am the homeowner and have read the information in this package and meet the eligibility requirements for this coverage.” Due to this enrollment, *** *** coverage was automatically renewed on 5/1/2016, and 5/1/On 5/10/2017, *** *** spoke with a HomeServe agent who assisted in cancelling the coverage, and providing a refund of $to the account on file
In response to this complaint, on 5/19/2017, and 5/22/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact *** ***, but was not successfulOur CAT agent has confirmed the cancellation and refund have been processed, and confirmed that *** *** would not have further payments deducted for the ContractIf *** *** has any further concerns, she may contact our CAT agent directly at ***
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the response filed by *** *** and regret to learn of his continued dissatisfaction
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** Plumbing LLC (“Royal”) to obtain additional information regarding their onsite diagnosis on 6/22/*** advised that their technician observed a leaking water leaking into the combustion chamber of the water heaterTheir technician also identified issues with the gas connection and that resulted in the unit not satisfying local code requirementsAs such, *** technician determined that the water heater required replacementBased on the foregoing, any assertion that HomeServe attempted to “con” the *** out of money is wholly without merit
In his complaint, *** *** indicates that he “was able to simply reset [the] hot water heater and it’s working perfectly.” While *** *** may have restored functionality, resetting the water heater would not remedy the faults identified by *** Our CAT agent contacted the *** on 7/18/and 7/19/to discuss their concerns, but was unable to reach them
We trust this satisfactorily resolves this matter, and thank you for the opportunity to respond