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
Sincerely,
*** ***

We have reviewed the complaint filed by *** *** and regret to learn of his dissatisfaction
On 8/13/2014, *** *** contacted HomeServe regarding the sewer line repairs performed at his residence On 8/22/2014, a HomeServe Area Network Manager met with *** *** and inspected the work site Based on our findings, we advised *** *** that HomeServe would redress all outstanding issues related to the sewer line and replace any damaged landscaping located on the customer’s property HomeServe authorized a new contractor to re-inspect the sewer line and perform all necessary work
On 8/25/2014, after reviewing *** ***’s rebuttal to our prior response, we contacted *** *** and reaffirmed our commitment to correcting any outstanding issues on his property; in fact, the contractor was onsite that same day to discuss those issues and a plan to move forward with the repairs *** *** thanked us for our continued efforts to resolve his concerns
We thank *** *** for remaining a loyal HomeServe customer Thank you for allowing HomeServe the opportunity to respond

Dear Revdex.com - I just want to share this grateful note I sent to HomeServe today:
I am VERY grateful for the caring, prompt, efficient service I know I can count on from you and *** Plumbing - never anything but wonderfulJohn at *** went out of his way to get help to me as soon as possible, knowing that I have to leave for Massachusetts because of a tragic death in my familyMark and Dan came this morning and did a great jobI tell everyone about HomeServe and will continue toThank you!!!!!

We reviewed the complaint filed by Ms*** and are sorry to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our records show that Ms*** was enrolled in our Exterior Water Service Line Coverage (from 6/04/until 5/21/2014), which provides coverage for repairs to the main water service line from the property boundary to the exterior wall of the homeOn 5/20/2014, Ms*** called HomeServe and told us that she had a leak underneath her homeShe advised that a resident of the home heard water running underneath the home while the shower was being usedOur call center agent informed Ms*** that because she was not certain about the source of the possible leak, it would be helpful if someone could check under the home to better identify if a pipe was leaking
Ms*** contacted HomeServe later that day to confirm that the leak was coming from a drain pipe under the homeOur call center agent then informed Ms*** that her Exterior Water Service Line coverage does not cover repairing leaks under the homeMs*** requested that her contract be cancelled, which it was effective 5/21/
We have since reviewed the recorded conversations between Ms*** and our call center agents and confirmed that neither agent advised Ms*** that the leak was covered under the planHowever, it was not necessary for the customer to check under her home to determine that a repair under the home is not covered by Exterior Water Service Line coverage As a gesture of goodwill, we offered to reinstate Ms***’s Exterior Water Service Line coverage for one term, free of charge, but she declined our offer
Thank you for the opportunity to respondWe hope this response provides Ms*** with clarity regarding the boundary limits of our Exterior Water Service Line Coverage, and continue to extend our offer to reinstate her coverage for one free term, should she change her mind in the future

We reviewed the response filed by Ms*** and are sorry to learn of her continued dissatisfaction
While HomeServe is sympathetic to Ms***’s concerns, we stand by our initial determination regarding her claim and initial complaintAs previously noted, Ms***’s contract and our direct mail solicitation clearly state that Sewer/Septic Line coverage does not include the subject property’s septic system
Further, HomeServe has paid *** *** (“***”) $for costs associated with the snaking of Ms***’s sewer lineThe payments to *** were in excess of the total monthly payments we had received this contract year for Ms***’s Sewer/Septic line coverage prior to its cancellationAccordingly, Ms*** is not due a refund
We trust our response clarifies HomeServe’s position and adequately resolves this matterThank you for allowing us the opportunity to respond

We are in receipt of Ms***’s complaint and regret to learn of her dissatisfaction
Ms*** enrolled via mail in our optional Exterior Water Service Line Coverage (the “Contract”) on 11/05/On her enrollment form, Ms*** selected the auto-renew “EZ-PAY” billing option which
provides: “I understand that my coverage is based on an annual contract and will be renewed annually on the same payment terms selected .” In addition, on 10/06/and 9/30/2015, HomeServe mailed Ms*** her Contract renewal notices, which informed her that her coverage would automatically renew on 11/06/and 11/06/2015, respectively
On 11/17/2015, Ms*** contacted HomeServe and requested that her Contract be cancelledPer her request, HomeServe cancelled Ms***’ Contract, effective 11/17/A refund in the amount of $71.88, representing the full price of the 2015-Contract, was deposited into Ms***’ bank account on 11/19/
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

We reviewed the complaint filed by *** ***, and regret to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our records do not show a service request by *** *** for the month of October We reviewed the service invoice that *** *** provided with this complaint, the date of the document is 1/08/2014, which coincides with a service call our techs performed at the home to repair a malfunction with the home’s heating system on 1/7/However, the invoice details maintenance procedures performed on a water heater
In order to clarify and address discrepancies between *** ***’s invoice, the complaint narrative, and our service records, we have tried several times unsuccessfully to reach *** *** by phone
If *** *** is still seeking to have HomeServe address their concerns, we ask *** *** to contact HomeServe at ###-###-#### at her earliest convenience.
Thank you for the opportunity to respond. We look forward assisting *** *** with his concerns

This is a follow up regarding ID# *** I have not heard anything since the complaint was administered in DecemberI did receive an e-mail indicating that my complaint was forwarded to Home Serve concerning the settlement check I was to receive in the amount of $ They're response to the
Revdex.com is the same response as a consumerHaving been formally employed by the *** ** *** *** I expect an accredited member to live by the contract promises that are madeI will if no other choice is made forward my situation to the *** *** ** ***

We reviewed the complaint filed by [redacted], and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">On 7/21/2014, [redacted] contacted HomeServe and reported an exterior water service line leak at the stop box located on his property HomeServe deployed a plumbing contractor, [redacted] Excavating, on 7/22/
[redacted] contacted us on 9/10/regarding a bill he received from his utility company for repairs to his exterior water service line [redacted] explained that [redacted] Excavating performed the repair work under the authorization of his local utility, which in turn billed [redacted] for the cost of the repairs[redacted] confirmed with HomeServe that the local utility authorized and paid for the repair of [redacted]'s exterior water service line
On 10/1/2014, we attempted to contact [redacted] by phone to advise him that HomeServe had approved a $reimbursement check for the repairs performed by [redacted]. HomeServe mailed the reimbursement check (Check #[redacted]) via [redacted] on 10/10/2014; the check was delivered on 10/14/
Should [redacted] have any further questions or concerns, we invite him to contact HomeServe at ###-###-#### Otherwise, we trust this matter has been resolved to his satisfaction Thank you for the opportunity to respond

We reviewed the complaint filed by Ms[redacted] and are sorry to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">According to our records, Ms[redacted] contacted HomeServe on 9/15/and requested a tufor the heating unit at her residence All non-repair services, such as a tune ups, are scheduled by HomeServe based on labor availability and the type of service requested. Ms[redacted] was provided the next available appointment for this type of preventative maintenance appointment, 10/21/
We made unsuccessful attempts to reach Ms[redacted] by phone on 9/19/2014, 9/26/2014, and 10/6/2014. If Ms[redacted] has any further questions, we invite her to contact HomeServe at ###-###-####. We thank you for the opportunity to respond

We have reviewed [redacted] complaint and regret to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our service records show that we performed a cooling "tune-up" maintenance service on [redacted] air conditioning unit on 5/31/The 12-point Tune Up procedure included all the following:
1. Check/adjust the thermostat
2. Cleaned condenser coil (if necessary)
3. Check and clean condensate lines
4. Check starting and running amps on compressor
5. Visual inspection for refrigerant leaks
6. Check contactors and relays
7. Inspect all electrical connections (if necessary)
8. Check filter(s) and belt (if applicable)
9. Check emergency disconnect
10. Check Supply/Return Delta T
11. Visually inspect internal condensate pan (if necessary)
12. Visually inspect internal emergency condensate pan (if applicable)
Our technicians cycled and ran the air conditioning, and at that time the unit was running normally without any issues
On 6/11/2014, we received a call from [redacted] advising that her air conditioning unit was leakingWe sent out a technician who was onsite the same day, and determined that the source of the leak was a sudden clog forming in the condensate/drain lines Otherwise, the unit functioned in condition, and the lines were clear At the request of [redacted], a HomeServe Field Manager also went to [redacted]'s home to inspect the air conditioning unit, and took pictures of the unitThe Field Manager could find no proximate cause between the tuappointment on 5/31/2014, and the reported leak on 6/11/2014, especially since the unit had been running normally between those dates
After several unsuccessful attempts, we were able to speak with [redacted] on 7/16/and discuss our findingsBecause [redacted] is a valued HomeServe customer, we sent a goodwill gesture equivalent to her Cooling Coverage contract fee, a check in the amount of $
Thank you for allowing us the opportunity to respondWe hope that this response provides clarity into this matter, and that [redacted] is satisfied with our resolution

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction
"margin: 0in 0in 0pt;" class="MsoNoSpacing">Utilizing standard direct-marketing methodologies, HomeServe Emergency Insurance Solutions ("HomeServe") periodically sends mailers to residential addresses to inform homeowners of optional home emergency repair coverage available in their areaHomeServe is a legitimate company with operations in states. We 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 services. HomeServe is accredited with the Connecticut Revdex.com and has an "A-" rating
The two mailers referenced by [redacted] were informing her of HomeServe's optional Water Service Line coverage, which offers protection from the cost of covered repairs to a property owner's water service line
In response to this complaint, we unsuccessfully attempted to reach [redacted] by telephone on 10/14/and 10/27/21004. Should [redacted] have any additional questions, we invite her to reach us at ###-###-####.
We hope this response provides [redacted] with a better understanding of the offer and potential benefits our products and services provide for California homeowners, and that you will reassure [redacted] that the offer and our company are legitimate. We thank you for the opportunity to respond

We reviewed Ms[redacted]'s complaint and regret to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our records confirm that Ms[redacted] has been a valued customer of HomeServe for over three years. On 3/4/2014, at approximately 10:17pm, Ms[redacted] contacted HomeServe to report that she had a main sewer line blockage affecting all the drains of her home, causing damage to her basement. HomeServe dispatched a plumbing contractor who was onsite at her home within hours. Upon arrival, the contractor informed us that Ms[redacted] already had a 3rd-party plumber clear the blockage Ms[redacted] advised HomeServe that she was informed by the 3rd-party plumber that the sewer line may be damaged, but our agent advised Ms[redacted] that HomeServe does not authorize repairs based on outside recommendations Once our contractor performed a diagnostic to confirm the home's facilities were functioning properly he left
On 3/7/2014, Ms[redacted] contacted HomeServe and reported that her sewer line is backing up again HomeServe dispatched the same contractor that was previously onsite They arrived the following morning and performed a diagnostic video procedure. He identified the damages and repairs that were needed to be performed on the sewer line The contractor advised Ms[redacted] that he would need to follow up with us and provide an estimate On 3/10/2014, Ms[redacted] contacted HomeServe to inquire about that estimate. Because our contractor had not provided the appropriate information in a timely manner, we reviewed her 3rd party plumber's diagnostic video and approved their proceeding with the repairs
We contacted Ms[redacted] on 3/12/2014, and reminded her that HomeServe will reimburse her covered work performed by her 3rd-party plumbers up to her benefit limits, and we are awaiting invoices for review[redacted]
Thank you for the opportunity to respond. We trust this response satisfactorily resolves and concludes matter

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our records show this account is in the name of [redacted], [redacted]'s spouseOn 5/5/2014, [redacted] and [redacted] enrolled in the Exterior Water Service Line, Exterior Sewer/Septic Line, Interior Plumbing and Drainage, and Water Heater Repair and Replacement Insurance policies via telephoneA credit card was used to pay the monthly fees for each contractOn 5/6/2014, [redacted] called to cancel the policies, but was informed the named policyholder, [redacted], must call to process the cancellation[redacted] called later that day and requested the cancellation of the Exterior Water Service Line, Exterior Sewer/Septic Line, and Interior Plumbing and Drainage Insurance policies only, leaving the Water Heater Repair and Replacement Insurance policy active
Payments for each policy had already been processed on 5/6/prior to her callRefunds to her credit card were issued on 5/8/for the Exterior Water Service Line and Exterior Sewer/Septic Line Insurance policiesHowever, no refund was processed for the Interior Plumbing and Drainage Insurance policy
On 7/14/2014, [redacted] called HomeServe and asked to cancel her Water Heater Repair and Replacement Insurance policy so the policy was cancelled effective immediately, and there were no further payments processed
In response to this complaint, we have processed a refund for the for the Interior Plumbing and Drainage Insurance policy
We trust [redacted] is satisfied with our resolution, and thank you for allowing us the opportunity to respond

We reviewed the complaint filed by [redacted], and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">[redacted] did contact HomeServe on 5/23/due to a water leak. HomeServe made several unsuccessful attempts to deploy one of our network service providers in [redacted]'s local area On 5/25/2014, our agents contacted [redacted] to apologize for the scheduling delay, and that we were continuing our efforts to coordinate a local in-network plumber to deploy to his home [redacted] was understandably upset with the prospect of having to wait further for a plumber, and advised us that he would contact a local 3rd party plumber with whom he is familiar to repair the water service line
We spoke with [redacted] on 6/4/and offered to reimburse him for his repair ($112.70), as well as all fees paid to date for his Sewer/Septic Line Coverage and Water Service Line Coverage ($299.52) In addition, [redacted]'s contracts are due for renewal next month, so we offered to renew both contracts for the next term free of charge, as a way of saying thank you for giving us a chance to earn back his trust [redacted] accepted our offer and will receive the above amounts as two separate payments, both within 10-business days
Thank you for the opportunity to respond We also thank [redacted] for staying a valued HomeServe customer, and apologize for the inconvenience. We trust that this matter has been resolved to his full satisfaction

We reviewed the complaint filed by Mr[redacted] and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Our 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 reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">According 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, 9/22/2014. 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 reviewed the complaint filed by [redacted], and regret to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">[redacted] has indeed been a HomeServe customer since 12/12/when she enrolled in the Exterior Water Line Coverage, External Sewer Line Coverage, and Interior Water Supply Line CoverageShe has since enrolled in the Interior Electrical Line Coverage (1/23/2012), Interior Plumbing and Drainage Coverage (4/23/2012), Cooling System Coverage (4/23/2012), the Water Heater Repair Plan (7/6/2012), the Heating System Repair Plan (8/4/2012), and the Interior Gas Line Repair Coverage (8/8/2013)
Our service records show that [redacted] had two service calls to address a clogged toilet back on 11/12/and 11/17/On both occasions, our contractors unclogged the toilet drain lineThe contractors reported to HomeServe that the drains were restored to full functionality after each visit. [redacted] hadn't notified us that there was any further issues regarding the toilet
Our records show that [redacted] called HomeServe on 5/7/2014, and reported that her kitchen lights were not functioningWe deployed an electrical contractor, who discovered that the malfunctioning kitchen light was part of a fixture on an improperly installed ceiling fanWe informed [redacted] that the Interior Electrical Wiring Coverage does not cover repairs to ceiling fans. [redacted] declined our referral to have our contractor repaired the ceiling fan her own expense
In response to this complaint, we contacted [redacted] on 08/20/2014, and discussed her service recordShe informed us that after her toilet clog incidents, the toilet was clogged again soon thereafterShe stated that she called her own contractor, who snaked the line clear – paying him $[redacted] said that she didn't call HomeServe back out because she believed she had used up all of her service calls, to which we clarified that she still had a service call remaining at the time of her breakdownAs a way to thank [redacted]'s for her continued loyalty, we reimbursed [redacted] $to cover the cost of her plumber's work, and gave her 100% discounts on her Interior Plumbing and Drainage and Interior Electrical Wiring Coverage, to be applied upon renewal of each contracts
We thank [redacted] for choosing to remain a HomeServe customer, and trust that we have resolved her complaint to her full satisfactionThank you for the opportunity to response

We received the complaint filed by Mrs[redacted], and regret to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">We confirm that Mrs[redacted]'s credit card was indeed charged on March 31, 2014, in the amount of $89.75, to pay the annual fee for her LeakGuard contract. We reviewed our records and found that Mrs[redacted] had LeakGuard coverage from June through October 2010, when her coverage lapsed. On February 28, 2012, Mrs[redacted] reenrolled in the LeakGuard program via telephone, providing her credit card for payment of the annual fee, and agreeing to automatic annual renewals of the coverage. The contract has since renewed on 3/1/2013, and on 3/1/
We contacted Mrs[redacted] her on 4/16/and she stated that she had forgotten that she reenrolled in the plan on 2/28/ Mrs[redacted] was advised that when she cancelled the LeakGuard contract on 4/4/2014, she was given a prorated refund in the amount of $ We explained that the refund automatically calculated based on the amount of days since her contract renewed However, as a gesture of goodwill, we refunded Mrs[redacted] an additional $11.07, for a total refund of $89.75, which represents a refund for the entire year
Thank you for the opportunity to respondWe trust that Mrs[redacted] is satisfied with our resolution

We reviewed the complaint filed by [redacted], and regret to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">According 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 9/4/2014. 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