HomeServe USA Corp.

We are in receipt of the complaint filed by [redacted] and are happy to report that we have resolved this matter to his satisfaction According to our records [redacted] spoke with a HomeServe agent at our contact center and enrolled in the Exterior Sewer/Septic Service Line Plus (the “Contract”) on 3/31/During the enrollment process, our agent informed [redacted] that the contract would automatically renew following the end of the first year of coverage On 4/18/2015, [redacted] contacted HomeServe after receiving a suspension notice for the ContractOur agent explained that the payment method on file had expired and required updating [redacted] advised she would re-contact HomeServe to provide payment informationOn 4/28/ [redacted] contacted HomeServe and provided updated payment information and the Contract was removed from suspended status In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] to discuss his concerns but was unable to reach himOn 4/19/2016, our CAT agent was able to contact [redacted] and explained that the subject charge was for the renewal of the Contract [redacted] indicated his understanding, but requested that the Contract be cancelled nonethelessPer his request, the Contract was cancelled effective immediately and a full refund issued to the payment card on fileWhile we regret to lose [redacted] ’s business, we are happy that we were able to resolve this matter to his full satisfaction We trust that this response adequately resolves this 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 do everything 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 BBB 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 BBB, 29 Berlin Rd., Cromwell, CT., Att: Carolyn Betts. > > This e-mail is to notify you that you currently have a new message with > BBB in regards to complaint # [redacted] . > > Please click on the link below to access BBB'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.bbb.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 have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our Exterior Water Service Line offerHomeServe 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 [redacted] , where [redacted] resides In fact, over the last three years, HomeServe has performed over 800,service jobs; providing more than $million in customer savingsAs per her request, we have added [redacted] address, [redacted] to our internal “Do Not Mail” listFurther, we have added [redacted] e-mail address and phone number to our “Do Not E-Mail” and “Do Not Call” lists, respectivelyWe ask that she please allow up to 4-weeks for the requests to be implementedIn the meantime, she may continue to receive mailings while our system updatesWe trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction According to our records, on 6/29/2016, [redacted] enrolled in HomeServe’s Exterior Electrical Line Protection Plan (the “Contract”) on HomeServe’s websiteDue to an administrative issue this enrollment was not successfulOn 8/19/2016, HomeServe received [redacted] enrollment through the mail and enrolled her ContractWe immediately implemented her request to cancel her account On 2/15/2017, [redacted] contacted HomeServe to report an issue with her interior electrical wiringShe requested to cancel her Contract after being informed that her coverage was only for the external wiring components, and would not cover the issue In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 2/17/2017, 2/22/2017, and 2/23/2017, without successI [redacted] would like to speak with our CAT agent, she may contact her at [redacted] We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We regret to learn that [redacted] is still dissatisfied [redacted] contacted us on 7/31/We had a brief conversation, during which we were hoping to clarify discrepancies in the information she has provided in order to determine whether her reimbursement request should be approvedWe asked her to clarify the following: (1) [redacted] stated that she contacted HomeServe in October about a heating issue, but we have no such recordsWe record all customer calls and include notes in customer profiles (2) Our records do have a phone call placed on 1/7/2014, where [redacted] spoke with a repair management agent to request service for her heating systemOn this recorded call, [redacted] was offered a service appointment the very next day, 1/8/ [redacted] was not satisfied with the next-day appointment, and stated that she may retaliate by contacting the Revdex.com (3) The third-party invoice submitted for reimbursement is dated 1/8/2014, coinciding with our service call on record, but it does not list any repairs that are covered under her Preferred Service PlanThe invoice lists maintenance work performed on a water heater (drain down/flushing procedures), which are not services our company offers or covers [redacted] declined to clarify any of the discrepancies on her complaint, and instead demanded we reimburse her for the non-covered workWe advised [redacted] that her reimbursement could not be approved with the information submitted, and she abruptly disconnected the call We hope this response confirms that we are willing to reimburse [redacted] for any covered repair workif we somehow failed to meet HomeServe’s high standard of quality and workmanship on one of our service callsThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention We regret to learn of her dissatisfaction Our records show that Ms [redacted] enrolled in Internal Plumbing & Drainage Coverage, which covers repairs to the plumbing and drainage pipes in her home, on 12/23/ HomeServe sent out a copy of the contract terms and conditions on 12/30/ Ms [redacted] contacted HomeServe on 2/11/and reported that she had a drain clog was affecting multiple drains inside her homeShe stated that the symptoms began manifesting between 1/15/and 1/20/ Based on our experience, drain clog symptoms that affect multiple drains throughout the home simultaneously are caused by issues in the home’s main exterior drain line Our representative advised Ms [redacted] that her Internal Plumbing & Drainage Coverage contract does not cover repairs to problems in the exterior sewer drain The representative also advised that plumbing problems that already exist prior to the coverage start date of her contract, 1/22/2014, as Ms [redacted] advised, are considered pre-existing, and the repairs to correct these issues are not covered Ms [redacted] responded by requesting to cancel her contract, which was cancelled immediately Ms [redacted] was issued a pro-rated refund in the amount of $3.00, which is being mailed in 7-business days Upon receipt of this complaint, we have been unsuccessful in reaching Ms [redacted] by phone We trust that this response clarifies any misconceptions Ms [redacted] may have regarding the denial of her service request and satisfactorily resolves and concludes this matter If Ms [redacted] does not receive her refund by 3/14/2014, she should contact me directly at [redacted] and I will be happy to assist her

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfactionOn 3/8/2018, [redacted] reported a leak to a pipe connected to his bathtubAn attempt to locate a contractor was made on 3/9/2018, 3/12/2018, and 3/13/On 3/14/2018, our contractor [redacted] [redacted] (“ [redacted] ”) accepted the work orderOn 3/15/ [redacted] was on-site and completed the need repairs to the drain line coming from the bathtub In response to this complaint, on 3/16/a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] and apologized for the excessive delayAs a courtesy we offered to discount the remaining costs of coverage for [redacted] s Internal Plumbing and drainage coverageThe discount of $was applied to [redacted] s account on 3/16/If [redacted] has any further questions, he may contact our CAT agent directly at ###-###-####We trust this response satisfactorily resolves the matter, and thank you for 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 meIn addition, I wish to say that HomeServe's programs are very confusing and misleading, even to their own admissionClarity and proper communication goes a long wayMuch 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 regret to learn of her dissatisfaction regarding her recent service call Our records indicate that on 2/9/2016, [redacted] contacted HomeServe requesting a service call under her Premier Heat Plus Plan (the “Contract”) as her boiler was not workingOn 2/10/2016, a HomeServe technician (“Tech”) arrived at her residence and observed damage to the boiler as the result of floodingOur Tech noted that the following non-covered parts would require replacement: gas valve, transformer, pilot assembly, and control boardWith [redacted] approval, we immediately replaced the gas valve and transformer [redacted] was charged $for these partsIn addition, our Tech ordered the pilot assembly and control board, and notified [redacted] that HomeServe would contact her when they were available On 2/10/2016, a HomeServe agent spoke with [redacted] and discussed the scheduling of a follow up appointment for 2/11/to install the pilot assembly and the control boardOur agent initially provided an appointment window between – 10PM, but [redacted] requested that we arrive after 7:30PMOur agent noted that we could not guarantee that request, but indicated that they would place a note on her account requesting that the Tech come after 7:30PMUnfortunately, due to an internal error, this note was not added to [redacted] account On 2/11/2016, the pilot assembly and control board were delivered to [redacted] homeOur Tech arrived at [redacted] residence at approximately 7PM to complete the repairs, but discovered that no one was home [redacted] contacted HomeServe at 7:22PM to reschedule her appointment for the same dayOur agent informed her that HomeServe would be unable to do so as there was no Tech available to return to her residenceAt this time, [redacted] elected to cancel the Contract as well as the Interior Gas Line and the Interior Electrical Repair Plans she also had with HomeServe Following [redacted] cancellation request, HomeServe processed a pro-rated refund in the amount of $for the Interior Gas Line Contract and $Interior Electrical coverage to the bank account on fileNo refund was due for the Contract as the cost of the service calls provided under the Contract exceeded the pro-rated amount that [redacted] would have otherwise been entitled to In response to this complaint, a member of our Customer Advocacy Team (“CAT”) reached out to [redacted] to apologize for any frustration she experienced and address the concerns raised in her complaintIn her complaint, [redacted] indicated her belief that HomeServe’s Tech unplugged her boiler, causing her no heat problemDuring our discussion with [redacted] she indicated that the plug, which was tied to her sump pump and not her boiler, had likely been accidentally unplugged and not intentionally removed from the socket by HomeServe’s TechAccordingly, any asserting that HomeServe or its technicians have engaged in “fraud” is wholly without merit In an effort to exceed customer satisfaction, our CAT agent offered to provide [redacted] with a goodwill check in the amount of $251.74, representing the annual renewal price of the Contract paid by [redacted] on 11/16/ [redacted] accepted this offer and indicated her satisfaction [redacted] should expect to receive the check within – business days We trust that this response has been adequately resolvedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: The only discrepancy I see in HomeServ's response is the fact that the contractor is not coming here to fix the leak on October 31st, only to give us another estimateTime will tell if the leak is actually repaired [redacted] Complaint # [redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction [redacted] assertion that HomeServe is a “shaky profit center” and conducting business that is “slightly shady in concept and presentation” is wholly without merit HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe’s customers hold over million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted] , to residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of [redacted] We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against sewer/septic service line emergencies at their homesResponsibility for repairing the sewer/septic service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged exterior water service line componentsThe optional Exterior Sewer/Septic Service Line product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence Further, in his/her complaint, [redacted] referenced our use of the [redacted] Water logoNotably, HomeServe does not present itself as part of any municipality or utilityIn fact, our mailers explicitly state: “HomeServe USA Repair Management Corp(“HomeServe”), with corporate offices located at [redacted] ***, is an independent company separate from [redacted] Water Company and offers this optional service plan as an authorized representative of the contract issuer, AMT Warranty Corp., [redacted] ***Your choice of whether to participate in this service plan will not affect the price, availability or terms of service from [redacted] Water Company”This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 10/14/Our CAT agent explained that HomeServe has a business relationship with [redacted] Water under which HomeServe is the warranty provider for [redacted] Water customers, and provides the Exterior Water Service Line coverage (the “Contract”) in which he is currently enrolledShe further clarified that, while the Contract does have a claim limit, the premium payments do not stop when he pays that amount [redacted] advised that he believes HomeServe is a “profit center” due to the practice of receiving premium payments, even if the amount paid in is in excess of any claim limitOur CAT agent explained that HomeServe follows the same pattern that other forms of insurance, including homeowners and auto policies, follow for payment methodsMeaning, the coverage is there for the eventuality of a loss, and does not depend on the amount paid in, only the enrollment itself [redacted] elected to leave his Contract active at this time, however advised that he still has his doubts that the relationship between HomeServe and [redacted] Water is a beneficial for the customers of both companiesIf he wishes to discuss the matter further with our CAT agent, he may contact her directly at [redacted] We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

[redacted] To: [email protected] Subject: Complaint [redacted] Thank you very much for your help! Just spoke to company's representative and the problem was resolved to my satisfactionThanks again for your quick responseSent from my iPad

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 6/7/2017, [redacted] contacted HomeServe to report a backup in his sewer, and requested a service call under his Exterior Sewer Septic Line Plus Coverage (the “Contract”)HomeServe deployed [redacted] (“Suffolk”), and they were onsite 6/8/While onsite [redacted] snaked the sewer line, and restored service to [redacted] On 6/16/2017, [redacted] contacted HomeServe to express concern that we had not repaired the sewer line properly, and that the line would back up again because a permanent repair was not performed [redacted] indicated that he had gotten his own second opinion done, through [redacted] and it would cost approximately $5,to get the issue fixed properly [redacted] ’s concern was escalated to HomeServe’s Repair Management Case Management team (“RM CM”)Our RM CM contacted [redacted] on 6/21/2017, and [redacted] indicated the line was snaked and cleared [redacted] did not recommend the line be replaced at this timeOn 6/22/2017, our RM CM contacted [redacted] [redacted] reiterated that he was not happy that a permanent repair had not been madeHomeServe’s RM CM advised that the contractor we sent to the home did not believe that a new line was required [redacted] advised that he had already contracted [redacted] r to install a liner in the sewer, and they were scheduled to come to his home on 6/27/Our RM CM advised [redacted] that because he had contracted with his own contractor to install a liner HomeServe would not grant a reimbursement; however HomeServe would send a contractor to camera the sewer line to determine if it needed repair [redacted] accepted the offer, and [redacted] was scheduled to perform the inspection on 6/30/2017, the only day [redacted] had available [redacted] contacted [redacted] on 6/30/2017, he advised the liner had already been installed and cancelled the appointment In response to this complain, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 7/20/Our CAT agent offered to review [redacted] r’s video of the line to determine whether additional work was appropriate under the Contract [redacted] *ubsequently insisted on receiving authorization from [redacted] to release the video, authorization which [redacted] provided last week After reviewing the video, it was clear that roots were present in the line at the jointsWe concluded that HomeServe would have provided further service if [redacted] had waited for our contractor to inspect the line before having [redacted] r install the linerHomeServe would have power jetted the line to fully remove the roots Following our review of the video, our CAT agent contacted [redacted] on 7/31/2017, and explained what HomeServe would have done to complete the removal of the rootsHe further explained HomeServe would have paid $2,under the ContractOur CAT agent offered to reimburse $2,500.00, and [redacted] accepted the reimbursement in settlement of his claim [redacted] will receive the check on or before 8/11/ We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We received the complaint filed by Mrs***, and regret to learn of her dissatisfactionWe confirm that Mrs***’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 are in receipt of Mrs [redacted] ’s complaint and regret to learn of her dissatisfaction Our records indicate that Mrs [redacted] enrolled in our optional Exterior Electrical Line Protection Plan (the “Contract”) by mail on 7/15/Mrs [redacted] signed the enrollment form (enclosed) directly below the following affirmation: “YES, please sign me up for the Exterior Electrical Line Protection Plan from HomeServe and include the $monthly charge on my electricity bill (if available)I understand that this Plan is billed on a monthly basis and based on an annual contract that will be renewed automatically at the then-current renewal price.” Further, on 9/2/and 9/28/2015, HomeServe mailed Mrs [redacted] notices regarding changes to the Contract On 10/20/2015, Mr [redacted] contacted HomeServe and requested that the Contract to be cancelledPer the request, the Contract was cancelled effective immediatelyA refund check in the amount of $5.49, representing the 10/2/Contract payment, has been processed and Mrs [redacted] should expect the check in 10-business days In response to this complaint, a member of our Customer Advocacy Team (“CAT”) made two unsuccessful attempts to contact Mrs [redacted] by telephone to discuss her concernsWe invite Mrs [redacted] to contract our CAT team at ###-###-#### should she wish to discuss this matter further We trust this response adequately resolves the issues set forth in the complaint, and thank you for the opportunity to respond

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.

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 have reviewed the complaint filed by [redacted] 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 unitIn response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with [redacted] by phone regarding his concernsOur 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/at [redacted] HomeServe will perform service under the Plan Monday through Saturday during the hours of a.mto p.m.” In an effort to exceed customer satisfaction, HomeServe offered a gratuity in the amount of $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-business days We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction A review of our records indicates that [redacted] contacted HomeServe and reported an issue with his water heater, and requested a service call under his Water Heater Repair plan (“Contract”) On 2/2/2016, Stan’s Discount Rooter (“Stan’s”) was onsite at the Crawford residence and determined that the water heater located in a shed on the exterior of the dwelling required replacementDuring their diagnosis, Stan’s noted that the shed was not fully enclosed and that the water heater exhibited signs of damage consistent with exposure to weather elementsFollowing their onsite inspection, Stan’s technician contacted HomeServe and informed our agent that the breakdown of the water heater was caused by the water heater’s exposure to weather elements, including rain from a recent storm Shortly thereafter, a HomeServe repair management agent contacted [redacted] and explained that replacement of the water heater would not be covered under the Contract due to its improper storage in an unenclosed shed outside the homeAt this time, [redacted] requested to speak with a supervisorHer call was transferred to a Repair Management Case Manager (“RMCM”) who asked [redacted] to supply pictures of the water heater so that he may conduct an internal review of her service callOn 2/18/2016, our RMCM received the requested photos of [redacted] ’s water heater which confirmed that the shed did not have doors installed and that the water heater was directly exposed to exterior weather conditionsOn 2/25/2016, our RMCM was able to speak with a representative at Stan’s to discuss their technician’s findings, as well as the photos provided by [redacted] Based on the foregoing, the RMCM upheld HomeServe’s decision not to replace the water heaterUnfortunately, our RMCM did not contact [redacted] to explain their findings; we apologize for this oversight On 4/6/2016, [redacted] contacted HomeServe and requested to speak with a member of the RMCM’s management team; our agent informed [redacted] that a Supervisor would contact her as soon as possibleOn 4/7/2016, a HomeServe Case Management Supervisor (“CMS”) contacted [redacted] to discuss her concerns [redacted] explained that when the water heater was purchased and installed by a third party, she was not advised that the unit could not be installed outdoorsOur CMS informed [redacted] that a HomeServe representative would contact her the following day to discuss their investigation In response to this complaint, and further to the timeline set forth above, a member of HomeServe’s Customer Advocacy Team (“CAT”) performed a comprehensive review of [redacted] ’s service callUsing the pictures provided by [redacted] , our CAT agent was able to confirm that the water heater in question was a [redacted] unit, model # [redacted] The manufacturer’s website provides an Operation Manual for this particular unit; the “Installation” section of the Operational Manual explicitly provides the following disclosure in bolded text: “This water heater MUST be installed indoors out of the wind and weather.” Further, the warranty page on the [redacted] website provides that the warranty on their water heaters is voided by “Damage caused by flooding, exposure to weather or negligence.” (Emphasis supplied)As such, the third party installation of the subject water heater was performed in a manner inconsistent with the manufacturer’s specifications Based on the foregoing, as well as conversations with members of HomeServe’s Repair Management team who investigated the subject service call, our CAT agent determined that HomeServe’s decision not to replace the water heater was a correct interpretation of the terms and conditions of the ContractSpecifically, the terms and conditions provide that HomeServe will “not be responsible for any of the following: [Damage or negligence caused by you or others] [Systems that are not installed according to manufacturer specifications] ” (Emphasis supplied) On 4/8/2016, our CAT agent contacted [redacted] to review HomeServe’s findings [redacted] informed our CAT agent that she did not want to speak with her if the water heater was not going to be replacedAt this time, the conversation endedBecause [redacted] ’s water heater is not currently eligible for coverage, HomeServe has elected to cancel her ContractAs such, HomeServe will issue a full refund, in the amount of $ [redacted] should expect to receive her refund check in 10-business daysShould [redacted] wish to discuss this matter further, she may contact HomeServe directly at ###-###-#### We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We reviewed the complaint filed by [redacted] and are sorry of learn of her dissatisfactionOn 8/7/2017, the [redacted] ’s account was schedule to be migrated from [redacted] to HomeServe, and a notice sent to Mrand [redacted] Upon renewal on 9/27/2017, the coverage costs would increase to $On 10/21/the account with [redacted] was cancelled for no payment, the HomeServe account became active on 10/22/As this was the time of renewal, the new funds were due to the [redacted] account, but were not received until after the account had been migratedOn 1/16/2018, the check was returned from HomeServe as the payment for the HomeServe account was not due until renewal on 10/22/On 2/6/the customer called in and the account information was brought to date and the corrections made to the accountThe HomeServe account was re-enrolled and the waiting period waived, this payment will not be due until the annual invoice is sentBased on the findings this account would be considered active during the time frame of migration and the invoice will be take into consideration for reimbursement for the [redacted] ’sIn response to this complaint, we attempted to contact [redacted] on 2/9/2018, 2/13/2018, and 2/19/We spoke with Mr [redacted] on 2/19/2018, and confirmed we would consider any invoice for repairs made to his sewer line during this time that would be covered under the HomeServe contract terms and conditionsThe customer will be sending any additional information needed to HomeServe to reviewWe thank the [redacted] ’s for their continued patience and thank you for the opportunity to respondIf Mrand [redacted] have any further questions feel free to contact us directly at ###-###-####Tell us why here