HomeServe USA Corp.

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. In addition, I wish to say that HomeServe's programs are very confusing and misleading, even to their own admission. Clarity and proper communication goes a long way. Much grief and dissatisfaction could have been avoided had the company been truly honest in the wording of the documentation of their offerings.
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted], and are happy to report the matter has been resolved to his satisfaction.
According to our records, on 6/25/2017, [redacted] contacted HomeServe to report a backup with his sewer, and requested a service call under his Exterior Sewer Septic...

Line Coverage (the “Contract”). HomeServe deployed [redacted] (“[redacted]”), and they were onsite 6/26/2017. While onsite [redacted] augured the main sewer line, and confirmed the line was flowing.
On 6/29/2017, [redacted] contacted HomeServe to advise he was experiencing another backup with his sewer, and [redacted] augured the main sewer line again. While [redacted] verified the line was flowing before leaving the property, [redacted] experienced another backup and contacted HomeServe on 7/1/2017. [redacted] returned on 7/2/2017, and advised the sewer line was collapsed and would need to be replaced.
On 7/6/2017 [redacted] advised the issue with the sewer line was located at the city tap, and the city is not responsible. A member of HomeServe’s leadership team advised [redacted] the tap would be covered by the Contract. After receiving the approval to cover the tap, [redacted] contacted HomeServe and advised the tap was just past [redacted]’s property boundary, and thus not covered by the Contract. On 7/7/2017, [redacted] disputed the diagnosis, and spoke with a member of HomeServe’s Repair Management (“RM”) WOW team. HomeServe’s RM WOW agent upheld the diagnosis provided by [redacted], but did arrange with [redacted] to have HomeServe review any information from a third party contractor if he provides a conflicting report.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed the service calls [redacted] performed for [redacted]. Our CAT agent worked with HomeServe’s Regional Operations Manager (“ROM”) and contacted [redacted] on 8/4/2017 to advise that HomeServe had requested a second opinion. HomeServe deployed ** [redacted] (“** *”), and they were onsite 8/7/2017. While onsite ** * discovered the sewer, line was not collapsed, in fact it was not fully cleared of all root intrusions. [redacted] cleared the line of all root intrusions. [redacted] advised our CAT agent that ** * was very thorough, and he was satisfied with the resolution. If [redacted] has any further concerns regarding the issue, he may contact our CAT agent directly.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:>Regarding case number [redacted] I called Friday to call rather than doeverything by e-mail.  That's OK but I still don't really know what to do.  We bought this house 10 years ago and have had several things replaced by [redacted] Warranty and there was no consequence (but it cost a lot obviously).  Then as part of switching out an electric stove (via [redacted] above) we decided to switch from electric to natural gas.  This was all OK but the contractor we hired to switch us over rigged up under our house but he used copper tubing.  He made a mistake as the man from the gas company told me --  he said natural gas would quickly deteriorate and someone would have to renew the piping with black iron [implied, before they'd turn the gas back on].  So essentially I had to pay for that being done over using [redacted] Plumbing in [redacted].  Then you tell m the guys at Home Serve have the right to court and earn my business (??) then do nothing when I actually have a problem -- what you're telling me really doesn't make any sense -- the [redacted] told me I'd get my money back, but with all this having elapsed the way it did, it sounds to me like someone local "didn't do their job, in essence" then someone on the national level (by e-mail) asked what I thought of their job when the job was not done. All you've said was that by their "by laws" or whatever they took the right to do that and they did what they should in refunding my money.  But my question is how can they do this and have a Revdex.com rating.  I have a 3 inch stack of mail soliciting my business then when push comes to shove they do nothing.  What's to say they haven't a computer genius who knows how to make a big splash and escape making anything of it. I have a box of Rid X and hope that might help in the case of a tree root (if that's what it is).  If it doesn't I'll be going to a city council meeting this coming Tuesday and I'll be asking about what I can do next. In a house I've lived in for 10 years and there's an Oak Tree [any on driving by here can just imagine what a root system a tree that tall would develop] in the house next door's yard and my contention is it's just taken time for the roots to spread into this area where it5 can get further nourishment.  I'm under the jurisdiction of www.cityofnitro.org. If Home Serve just trying to say I meed Roto Rooter, why do I have a huge stack of mail from who implies they'd "do it" no matter what it takes. Tree is in the yard of 1436 Sattes Circle. To Nitro City Hall, copy of this also sent by snail mail, mailed Sunday.Written to Connecticut Revdex.com, 29 Berlin Rd., Cromwell, CT., Att: Carolyn Betts.> > This e-mail is to notify you that you currently have a new message with> Revdex.com in regards to complaint #[redacted].> > Please click on the link below to access Revdex.com's Online Complaint> Management System to read this message.> > Click here to read the message.> >  If your email program does not support the link above, then please> copy and paste the link below into your browser.> > > http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGui>...⇄ d=50498e62-4c45-4fc0-85cc-f1c73fd72e39> >  This is a post-only mailing. Replies to this message are not monitored> or answered. If you have any further questions or concerns, please do > not hesitate to contact us at  [email protected] or (203)269-2700.> > Thank you.  
Sincerely,
David [redacted]

We are in receipt of the complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction regarding his recent service call.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) attempted to contact Mr. [redacted] on 8/11/2015, but was unable to speak with him. We...

apologize to Mr. [redacted] for the miscommunication relating to his service call and any resulting inconvenience it may have caused him. As per his request, his service contract was cancelled on 7/22/2015. HomeServe has issued a refund check in the amount of $31.24, representing the full amount paid to HomeServe by Mr. [redacted] for his service contract. Mr. [redacted] should expect to receive the check within 10-15 business days.
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

We reviewed the complaint filed by Ms. [redacted] and are
sorry to learn of her dissatisfaction.
Ms. [redacted] called HomeServe on 12/27/2014 regarding sewage
backing up into her bathtub and requested a service call under her Exterior Sewer/Septic
Line coverage (the...

“Contract”). 
HomeServe deployed a plumbing contractor, [redacted] (“[redacted]”),
who advised the sewer line back up was due to debris in the sewer line and a
full septic tank that would require pumping. 
Our agent informed Ms. [redacted] that HomeServe would cover the sewer
line snaking, but the pumping of the sewer tank would be her sole
responsibility.  Following the call, [redacted] successfully
snaked the sewer line at Ms. [redacted]’s residence.  On 12/29/2014 Ms. [redacted] called HomeServe
and cancelled her contract. 
In response to this complaint, we have reviewed the Contract,
our Sewer/Septic Line direct mail solicitation, and Ms. [redacted]’s request
for reimbursement.  Both the solicitation
and the Contract that Ms. [redacted] received clearly state that septic tanks
are not covered. 
The solicitation states on the front that “Septic tank and
leaching field are not included in this coverage.”  Per the terms and conditions of the Contract,
coverage is limited to “the external sewer drains from the point at which they
cross the outer vertical wall of the building on Your property to the point of
connection with Your septic system on Your property for which You have
responsibility.  Coverage does not include the septic system itself” (emphasis
added).
Further, the Contract provides that in the event of
cancellation, the contract holder is entitled to a pro rata refund for the
contract year less any claims paid.  As it
relates to Ms. [redacted]’s contract and claim, HomeServe has already paid [redacted] for the snaking of the sewer line as well as a call out fee for the service
call.  Because these fees are in excess
of the total monthly payments we have received for the Contract this contract year,
$62.93, she is not due a refund. 
We trust our response clarifies HomeServe’s position and
adequately resolves this matter.  Thank
you for the opportunity to respond.

Complaint:[redacted]
I am rejecting this response because:
While I appreciate them taking me off their mailing list, I am not happy that they are falsely sending out envelopes that imply the correspondence is from SoCalGas when they are a completely separate company.  It's not just about me getting them-- it's about everyone else on their mailing list, too.
Sincerely,[redacted]

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction.
On 1/28/2015, at approximately 2:31AM, [redacted] contacted HomeServe and requested service call for a malfunctioned heating under his Premier Heat Plus plan (the “Contract”).  Our agent...

observed that [redacted] coverage was in a suspended state due to non-payment.  Upon further inspection, it was discovered that the credit card [redacted] had on file with HomeServe had expired and his monthly payment had not been processed.  [redacted] was advised to callback at 8:00AM to update the credit card information.
On 01/28/2015, at approximately 8:10AM, [redacted] called HomeServe to update his credit card information.  A service call was scheduled and a contractor arrived at his residence at 5:41PM that evening.  Onsite, the contractor was able to restore the functionality of [redacted] heating unit.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with [redacted] by phone regarding his concerns. Our CAT representative apologized for any confusion [redacted] had regarding the availability of service technicians and explained that the terms and conditions of the Contract provided: “Customers can obtain service under the Plan by call toll-free 24/7 at [redacted]. HomeServe will perform service under the Plan Monday through Saturday during the hours of 8 a.m. to 5 p.m.” 
 
In an effort to exceed customer satisfaction, HomeServe offered a gratuity in the amount of $50.00 for any inconvenience [redacted] may have experienced while scheduling the service call.  [redacted] accepted the gratuity and should receive his check by mail within 10-14 business days.
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Diane Toy

Complaint: [redacted]
I am rejecting this response because: See below. The bold face item is an email from [redacted]. The other names are other plumbers that HomeServe was trying to contact to fix the issues created by the first plumber. (Damages to property creating a sinkhole ) You can call for a more detailed explanation. 
 
 
Sincerely,
[redacted]
###-###-####
 
 
[redacted],
I just wanted to let you know that I received your email.
Here is what I know at this time:
The worked was permitted under Devon Rose #71126 He is the Master Plumber for Twins Plumbing not any of the noted companies performing the work on permit numberP629963.
                LICENSEE ID:       71126                                            ...⇄ />                 LAST NAME:       ROSE                                     FIRST:    DEVON                 MI:         D   
COMPANY NAME:           TWINS PLUMBING                                                  
                ADDRESS:            5603 MAPLE MILL PLACE                                     �...⇄ />                 CITY:      BOWIE                             ST: MD       ZIP:        20720-4780
                PHONE:                ###-###-####
If you have copies of invoices please forward those to me there are potential violations of both the WSSC Code and numerous State of Maryland Consumer violations.
JAY Sky has an expired sewer and drain cleaning license they cannot perform plumbing work or sewer and drain cleaning.
1ST CHOICE PLUMBING INC No valid insurance.
Brown’s Sewer and Drain cleaning No Licenses with WSSC.
Thank you
                                                       ...⇄ />  
Edward Iames
Plumbing Inspections Unit Coordinator
###-###-####
[email protected]
[email protected]

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction.
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 area. HomeServe is a legitimate company with operations in 46 states.  We serve more than 1.7 million customers across North America, including Canada, holding 2.6 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 10/14/2014 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.

Complaint: [redacted]
I am rejecting this response because: [redacted], which is my father in law is still living in the same property. Even if the utility bill was still under his name, you still cannot reject your service because our contract with you still in effect and you continue to charge us a month after you refused your service. How can you explain that the coverage is not illegible on the property of [redacted] while you still continue to charge the owner of the same property? You don't need a law degree to understand that. Once again, I am requesting a refund that you charged us on November 2017.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because, the information in the response is not all factual.                                                                      First, there was no misunderstanding. I had difficulty getting Home Serve to comply with the repairs. First, the representative the plumber first spoke with, did argue with the plumber, and refused to approve certain repairs that were needed.                                                                                                     Second, I kept calling Home Serve many times to get this problem resolved.                                                                                   Third, my work schedule was not the cause. The plumber cancelled his appointment several times due to other work obligations. The work was completed on 03/01/14.                         In conclusion, I conveyed all this information to Mr. Thomas in several phone calls. Proof of the following can be found in the recorded calls as well as the plumbing company. My complaint to the Revdex.com is valid and have not lied on my written complaint. Blame was placed on my character in the response from Home Serve. If it were not for the fact that direct accusations were not made, it would sound to me like defamation to my character.
Sincerely,
Corine [redacted]

Complaint:[redacted]I am rejecting this response because:Sincerely,
[redacted]
I a 70 year old widow, no children , live alone.  I also have myasthenia gravis, which is a auto-immune system disease, which can cause blurred vision or double vision.  I can only assume I could not read the brochure which is not printed in large text
and assumed the brochure was correct.  Istill feel I should be reimbursed and feel the FCC should take my view of the situation.  These people have been citied many times for their confusing information ad feel they  should have contacted me and asked
if I understand and agree to the terms of the brochure.
[redacted]

now it is solved/ repair Thank you Revdex.com. Thank you so much.
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.
Sincerely,
[redacted]

We smelled gas and called the gas company. Their tech came out and determined there was a leak and to call a plumber immediately. we called our regular plumber who arrived in 20 minutes. We had 4 policies with Homeserve. My wife called their number and was told by their representative to cancel the plumber. Their plumber was 5 hours away. A second plumber they recommended had a bad reputation. She asked if we could be reimbursed. They refused. We cancelled all the policies. I would not recommend their services to anyone.

Complaint: [redacted]
I am rejecting this response because:This is not correct!i would really like to know why I was told 3 different reasonsthat the check was not mailed out.1. I was told that the check would be mailed out on the 30th2. Then when I called back it was not mailed because the person mailing the checks was on vacation.3. Then I was told the check was not mailed because they moved the office where the checks get mailed out of.never once was there an explanation of the truth.Yes a nice plesant lady called and informed me that the check will be mail out and would investigateand later confirmed I received the check but not once offered an apology or explanation.from the first conversation when I was told payment was approved and the check will be mailed out on the 30th(any usps letter  mail takes 2-5 days) I did object with the lady on the phone saying it could take up to 30 days to receivethe check once mailed..nothing takes 30 days within the United States to be mailed anymore.there are other motives with them.thanks[redacted]
Sincerely,
[redacted]

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.
I acceptance is contingent upon the receipt of the accused fees.
Sincerely,
[redacted]

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.   I do believe they should refund the last 2 payments instead of just the last one
Sincerely,
[redacted]
 Please take notice that they said they mailed me a notice in October 2014.    One month after I had moved out of the United Staates and  I was not forwarded any mail stating such notice   My passport is stamped [redacted] Sept 10. 2014  So maybe they should refund the last 2    $59.40 
please read the pdfs if they said they sent me a letter in October 2014

We have reviewed the complaint filed by Ms[redacted] and are sorry to learn of her dissatisfaction.
On 2/1/2016, Ms[redacted] contacted HomeServe, stating that she was experiencing a sewage back up in her basement and that her own contractor had already unsuccessfully attempted to snake the sewer...

line. On 2/2/2016 our contractor [redacted] was on site, within 48 hours of Ms[redacted]’ call, as was our goal under Ms[redacted]’ Exterior Sewer/Septic Line Coverage (the “Sewer Line Contract”). [redacted] ran water through the line, which was not backing up but flowing fine, giving no reason for any further action at that time. Nevertheless, as a courtesy, HomeServe had [redacted] run a camera through the line, revealing the problem to be the condition of the line before the sewer main, but beyond her property boundary and thus beyond the limits of Ms[redacted]’s Sewer Line Contract. Our records of the pertinent interactions between Ms[redacted] and our call center representatives revealed courteous and professional communication and no complaints about either her calling her own contractor first or accusations that her contractor broke the line. On 2/3/2016, Ms[redacted] cancelled the Sewer Line Contract and the Exterior Water Service Line Coverage (the “Water Line Contract”), more than 30 days after the start date for both contracts. In that situation, the contracts provide for a pro-rata refund, less any claims paid. Thus, Ms[redacted] is not entitled to a full refund under either contract. She is in fact not entitled to any refund under the Sewer Line Contract, because the [redacted] service call was a claim in excess of any pro-rata refund that would otherwise be due to her. However, Ms[redacted] is due a pro-rata refund of $2.75 under the Water Line Contract, for which she has had no claims. Ms[redacted] can expect to receive a check for $2.75, payable to her, in the next 10 business days. We attempted to contact Ms[redacted] to inform her of the foregoing but were unsuccessful.
We trust that this response clarifies HomeServe’s position and thank you for the opportunity to respond.

Prior to this experience, I have never had to use my HomeServe contract for an emergency repair. My 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 back-up had 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.