HomeServe USA Corp.

We are in receipt of the complaint filed by [redacted], and regret to learn of his dissatisfaction.   According to our records, [redacted] enrolled in the [redacted] Plan, via telephone on January 24, 2017.  On November 1, 2017, [redacted] called HomeServe to schedule an annual...

tune up on her heating system.  On November 21, 2017, a HomeServe technician performed the tune up.  On November 29, 2017, [redacted] called HomeServe to report no heat in the home and that the boiler was leaking.  On November 29, 2017, a HomeServe technician reported that the boiler had dry fired and was leaking.  [redacted] requested to speak to a supervisor.  [redacted] spoke to a Field Manager at HomeServe who submitted the claim to HomeServe’s insurance company.       In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”), called [redacted] on December 5, 2017 and left a voicemail.  On December 6, 2017, the CAT member called again and spoke to [redacted], who advised that the damaged boiler has already been replaced with a new one and the old unit is still in the garage of the home.  [redacted] stated that she had not been contacted yet by the insurance company.  We reached out to the insurance carrier and confirmed that the insurance adjuster has advised that [redacted], a third party inspector/appraiser would call the customer on December 7, 2017 to schedule a time so that they can go out and inspect the damages.  The claim number is [redacted].    On December 8, 2017, CAT called [redacted] who confirmed that she had not yet spoken to an agent from [redacted] to schedule the inspection.   HomeServe has remanded the matter over to our insurance carrier, [redacted], to investigate the matter thoroughly, determine the cause of loss, and, if appropriate pay any and all claims associated with this incident. We await the results of the insurance carrier’s findings and potential settlement.   We trust that this response satisfactorily resolves the matter, thank you for the opportunity to respond. Tell us why here...

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 reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.
At approximately 10:47pm EST on 10/29/2014, Mr. [redacted] called HomeServe to request service for a malfunctioning heating unit at his residence. Although Mr. [redacted]’s account was suspended, we deployed a...

contractor to assist Mr. [redacted] because we could not confirm with the Customer Service department at that hour the reason for suspension. That evening our contractor replaced a hot surface igniter, which restored the functionality of the home’s heating system.

On 11/3/2014, we received a call from Mr. [redacted]. Upon reviewing his account, our agent advised that his three policies were currently suspended. Per Mr. [redacted]’s request, our agent cancelled his contracts.

In response to this complaint, we attempted unsuccessfully to contact Mr. [redacted] by telephone on 11/5/2014, 11/10/2014, and 11/12/2014. Out of respect for our customer’s privacy, we ask Mr. [redacted] to contact us at ###-###-#### to discuss his account.

We thank you for the opportunity to respond.

I wanted to let you know that I spoke to Justin at Home Serve USA, and he said I checked a box on my initial form that I filled out for one years of service for automatic renewal.  I advised him I did not do that and wouldn’t have done that without knowing what the renewal charges  (double...

the first year) would have been or if I could afford them.  He said he would look for the original form & get back to me by phone with answer (and if box not checked would refund overdraft fee of $12.50) but would cancel me & refund the $71.88.  He never called me back as promised but did refund the $71.88 to my account.  I am still disputing the overdraft fee because I never authorized this charge, & I think that’s why he never called me back, but wanted to let you know that I did get something back.  Thank you for all your help and hope to resolve the remainder of the problem some time soon.   Sincerely,   [redacted]

We are in receipt of the complaint filed by [redacted], and regret to learn of his dissatisfaction. According to our records, on 12/14/17 [redacted] called HomeServe and spoke with a Customer Service agent in regards to the billing and cancellation letter issue. HomeServe’s agent opened up an IT...

ticket to resolve the issue. The issue was resolved regarding [redacted]s billing issue on 12/21/17. In response to this complaint, on 12/26/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted], and advised the issue has been completed and there will be no more billing issues and cancellation letters sent out. [redacted] accepted the resolution and thanked the CAT agent for the quick follow up to his concerns. [redacted] has been provided our CAT agent’s direct number, ###-###-#### if he has any questions or concerns.   We trust this response satisfactorily resolves the matter, 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, [redacted] contacted Homeserve on January 19th, 2018, and reported to us that her heating unit would not turn off. We assigned a contractor to go out to [redacted]’s...

home to take care of the repair issue. On January 20th, 2018, [redacted] called for an update on the job because he had not heard from the contractor. We reached out to our contractor to see why they have not set up an appointment with the customer, and advised [redacted] to give the contractor a little time to respond. On the same day we received a phone call from [redacted], and she stated that she has called her own contractor to come out. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) Called [redacted] on January 25th, 29th, 30th, and February 1st with no response from the customer. The customer advocate left [redacted] a voicemail with their direct contact information.  Customer advocacy has processed a refund check for $215.88 for this year’s heating system contract, $77.94 for the external sewer line coverage, $40.47 for the water heater coverage, and $89.00 goodwill check. If [redacted] has further questions regarding this matter, she may contact our CAT agent directly at ###-###-####.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 '[redacted]'S," a heating and cooling company  which we found odd because this is a plumbing problem!  The technician  for [redacted]'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."  Great... the 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, [redacted]'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 [redacted]'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: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because the statement is false.  The incident of what happened makes HomeServe look like they did nothing wrong, and I just "exaggerated" the details.  
First, when speaking with HomeServe's Customer Advocacy Team, I informed the individual how I felt.  Over the years, the service of the HomeServe technicians have declined.  The technicians are not as knowledgeable as they once were, and rush through the job to get to the next job.  The details of the incident are incorrect. I will, therefore, repeat the details of the incident.
On the evening of February 23, 2016, a heating system in my home stopped working.  We had no heat or hot water in the house. Being that I have a Service Plan with HomeServe, I placed a call to HomeServe. I informed the customer representative the problem with my heating system. The customer representative scheduled a service call and a technician was dispatched to my home that evening on February 23, 2016. After taking a look at my heating system, the technician informed me that a new part needed to be ordered and he could not make any repairs. He further informed me that he would order the part and someone would come out to the house the next day to make the repair. 
On February 24, 2016, I did not receive a call from the HomeServe Parts Department.  In calling HomeServe in the morning to inquire if the part for my heating system was ordered, I was informed that the technician never logged in his report.  Therefore, no part was ordered and no technician will be coming out to the house to make the needed repair on the heating system. A new service call was issued for that day, February 24, 2016.  The two technicians who arrived at the house did not have the integrated control board to the heating system.  They "rigged" the heating system, informed my husband that the heating system was fixed, and left.  Unfortunately, there was only hot water; no heat. I called HomeServe again regarding this problem. A new service call was issued on the evening of February 24, 2016. The technician that arrived at the house an hour later did not replace a malfunctioning transformer on the heating system.  The technician informed my husband that the prior technicians had "rigged" the heating system, he did not know what was done,  and did not feel comfortable touching anything in the heating system.  He made a call to his dispatcher and informed him that the "lead" technician should be dispatched to my home the next day, February 25, 2016, to take a look at the "job" that was previously done on the heating sysgtem. There was an electrical smell in my home that night after the heating system was "rigged."
On February 25, 2016, I called HomeServe after two days of no heat in my home.  I informed the customer representative regarding the problem with my heating system. The customer representative informed me that she did not see a service call scheduled for February 25, 2016 and would place a new service call. I was very upset and asked to speak with a supervisor. The customer representative placed me on hold and never returned to the telephone. I hung up the telephone and called HomeServe again. I informed the new customer representative of the problem I was having and what the prior customer representative had done to me (left me on hold and never returned to the phone). The customer representative repeatedly apologized and informed me that there was a service call scheduled between 8:00 a.m. and 12:00 pm on February 25, 2016.  At this point, I finally had a wonderful customer representative named Tameka who helped me.  Tameka was able to connect me with a Manager, Kelly J[redacted], who helped me tremendously.  Thanks to Tameka and Kelly J[redacted] I had a "Master Technician" dispatched to my home for repair of my heating system.
On February 25, 2016, in the late afternoon, the heating system was repaired.  The Master Technician, Joe, dispatched to my home to make the repair is professional and has knowledge of how to fix the heating system.  Joe took his time to make the needed repairs, replaced old parts, and made sure that the heating system was working properly before leaving my home.
On March 9, 2016, I spoke with the HomeServe Customer Advocacy Team, Laurie R[redacted].  I stuck to my story regarding the problems I experienced with my heating system from February 23rd through February 25th, 2016.  Ms. R[redacted] offered me a discount, which I accepted.  I was not aware at the moment that my story would be "twisted" so that HomeServe appeared in the right and I appeared like a liar.  That is unprofessional.  If taking a discount on my annual contract makes HomeServe feel that it can report a false report, please take back your discount.  I am not a liar and do not wish to be "paid" to look like a liar.  
Sincerely,
[redacted]

From: [redacted]] Sent: Thursday, February 23, 2017 6:04 PM To: [redacted] Cc: [redacted] Subject: Case Number [redacted] Importance: High   I received a call from [redacted] with HomeServe USA Corp today. She argued with me about the...

grass and the service that I received from their contractor [redacted]. I would like to file arbitration with my case. We do not seem to have resolved our differences.   [redacted]

We have reviewed Mr. [redacted]’ complaint and are sorry to learn of his dissatisfaction with his service call.
Mr. [redacted] contacted HomeServe on 11/26/2014 at approximately 4:56pm to report a problem with his heating system. Our technician was onsite the next morning and found that Mr....

[redacted]’s furnace required a new model-specific circuit board, which was promptly ordered on 11/28/2014, and arrived on 12/1/2014. No parts suppliers were open for business on 11/27 due to the Thanksgiving holiday. A repair appointment for the following afternoon was scheduled.
A technician arrived onsite at 1:22 PM on 12/2/2014 but no one was present at the [redacted]’ residence. HomeServe unsuccessfully tried to reach Mr. [redacted] by phone. Mr. [redacted] returned the call and rescheduled his appointment for the following afternoon. On 12/3/2014, our technician attempted to install the new circuit board, but discovered the part was not compatible with the customer’s heating unit. Our technician ordered another part for Mr. [redacted] and installed the correct circuit board on 12/4/2014.
We apologize for any inconvenience Mr. [redacted] may have experienced during the repair and hope that he is now satisfied with his repair.

In response to this complaint, HomeServe made several attempts to reach Mr. [redacted] by phone regarding his concerns over the service call. If Mr. [redacted] would like to discuss his service call, we invite him to contact our Customer Advocacy Team at ###-###-####. Thank you for the opportunity to respond to this complaint.

We are in receipt of the complaint filed by [redacted] and are happy to report that we have resolved this matter to her full satisfaction.
According to our records, [redacted] had an air conditioning tune-up appointment scheduled for 5/26/2016. On 5/26/2016, a HomeServe repair agent contacted...

[redacted] to advise her that due to a high level of emergency service requests in her area, her tune-up appointment would be rescheduled.
On5/26/2016, [redacted] contacted HomeServe to discuss the re-scheduling of her tune-up appointment. A member of HomeServe’s repair management team explained that a high volume of emergency service calls necessitated the cancellation. Our repair management agent informed [redacted] that her appointment had been rescheduled for the earliest available appointment window, 7/7/2016. At this time, [redacted] requested to cancel her Premier Heat and Cool Plus Plan coverage; however, while speaking with a cancellation agent, the call was inadvertently disconnected and the cancellation request was not processed.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 5/31/2016 to discuss her concerns. Our CAT agent apologized to [redacted] for any inconvenience she experienced due to the rescheduling of her tune-up appointment and was able to reschedule the tune-up for 6/6/2016. [redacted] indicated that she was satisfied with the resolution
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

To Whom It May Concern,
I bought my house 6 months ago, and in that time, I have had to snake the basement 4 times. On Dec 26th, I made a second service call to HomeServe regarding my flooded basement. They sent someone out ([redacted]) and he snaked it accordingly. On Dec 31, the same issue arose. I called back to HomeServe to notify them that the issue had not been resolved from 5 days prior when they were out. [redacted] returned and notified me that I had to fix the sewer. They got authorization from HomeServe to fix the sewer and HomeServe was going to pay roughly $2500 while I paid the remaining $550 out of pocket.
The job ended up being more than we thought, and they needed to excavate my entire yard and fix the entire sewer line. This was not notified to HomeServe, as they had said I only had $3000 limit, and the contractors needed to move forward with a contract between us both to fix it. Since then, I have paid out of pocket $4500 and have retained the other $4550. The job is mostly completed, minus the yard/cement and clean out pipe.
I called HomeServe to get clarification on the coverage on Jan 4th. I explained that I didn't understand that there is a $6,000 annual benefit amount but that only 2 service calls can max at $3000. I said it didn't make sense, considering there is no sewer fix that is less than $3000. I asked if there was any way around this considering the nature of emergency of the situation. They transferred me to the repair center for more information, where I spoke to a woman about these questions. I was told that it is $3000 max per 2 calls, UNLESS the contractor submits a bill indicating that the job is much higher than anticipated. I was told to have the contractor submit the new bill, as they didn't have this on file that the yard needed excavation. I called the contractors (who have been excellent, by the way, and have been super helpful and honest during this crisis) and explained that I needed them to send over the new bill.
I got a call back from HomeServe asking more information about the sewer excavation and how much I had paid and what the total bill was. I was told that the contractors called in, but did not submit the new bill. I was told that they should have gotten authorization from HomeSErve to move forth with replacing the whole sewer, and that since they hadn't, I was told "You didn't have access to half of your benefits. We will take care of you, sorry about all of this." The contractors did what they thought was right, which was to just work out a contract with me considering my $3000 limit with Homeserve and that this job was much bigger in fact.
The contractors were over last night and we called the contractor/authorization department and spoke with someone regarding this matter. The guy told me that I had only a $3000 limit per call and that they would not be covering anymore. I explained that, although I understand what the contract says, I was still told by 2 women from the repair center that this would be resolved if the new contract was sent over. I asked to speak with a supervisor and was transferred. I explained my concerns for the 4th time, sharing my phone conversations with the 2 women. The supervisor stated that they would potentially look into listening on the phone calls and see if anything could be done, but he couldn't make any promises.
I am feeling very upset about this entire issue, as I feel like I have been mislead and given incorrect information from a company I trusted to help me in a house emergency. I understand the contract as it is laid out to me, but I don't understand how 2 people can be so incorrect in their delivery and how this would be acceptable in running a business? We are talking about going from me paying $550 out of pocket, to $9000 out of pocket- quite the difference! So when I called for clarification, I should have been told the exacts of the plan and what we were dealing with; not given hope that I would get some assistance in paying for such a costly service repair.
This is not about anyone doing anything wrong; the contractors have been excellent from [redacted] and I would recommend them to anyone! Its not about me trying to play the system. Its not even about the 2 women who were so incorrectly informed in their job; its now about a company (HomeServe) doing some service recovery with a paying customer and trying to make this right. If I don't get some proper resolution, I will make sure everyone I know is aware of how they do business.

We are in receipt of the complaint filed by [redacted] and are sorry to learn of her dissatisfaction. [redacted] assertion that HomeServe behaved in a “criminal” manner is wholly without merit.
According to our records, [redacted] enrolled in the Exterior Water Service Line Coverage (the...

“Water Contract”) offered by HomeServe in 11/2013. [redacted] Water Contract remained in effect until 11/1/2015 when it lapsed due to nonpayment.
Our records also show that [redacted] enrolled in the Sewer Septic Line Coverage (the “Sewer Contract”) on 3/11/2015 by way of HomeServe’s website. In addition, [redacted] also enrolled in another Exterior Water Service Line coverage plan (the “Second Water Contract”). During the online enrollment process, the addresses entered by [redacted] did not match the address we already had on file (e.g. “[redacted]”) for the Water Contract. Because of this, the Second Water Contract was not flagged as duplicate coverage by our system, and subsequent renewal notices were automatically generated for all of the contracts held by [redacted].
On 3/15/2016, [redacted] contacted HomeServe and expressed her concern over receiving a renewal notification for the Water Contract. A member of HomeServe’s Case Management Team determined that [redacted] had duplicate water service line coverage after a review of her account. At this time, [redacted] elected to cancel the Water Contract, the Sewer Contract, and the Second Water Contract. Following this request, HomeServe processed three refunds: (1) $65.88 to the card on file for the Second Water Contract, (2) $119.88 to the card on file for the Sewer Contract, and (3) a $45.88 check for the Water Contract. Importantly, it is HomeServe’s policy to fully refund any customer where duplicate coverage has been identified.
We would like to assure [redacted] that our Case Manager did not intend to place blame by highlighting the non-matching addresses. This information was provided merely in an attempt to explain why our system did not identify the duplicate coverage in her name. We apologize if [redacted] felt that this explanation was an attempt to cast blame on her.
On 3/29/2016, [redacted] contacted HomeServe and confirmed receipt of the Water Contract refund check. During the call, a HomeServe agent confirmed that the other refunds had been processed.
Per her request, we have added [redacted] address, [redacted] to our internal “Do Not Mail” list. We ask that she please allow up to 4-6 weeks for the requests to be implemented. In the meantime, she may continue to receive pre-scheduled mailings while our system updates.
We trust that this response adequately resolves this matter and thank you for the opportunity to respond.

Every year I get an incredibly insulting letter from this enterprise demanding that I pay them and purchase expensive 'coverage" based on their claim (and I quote) that "as a homeowner you are responsible for maintaining the natural gas heating system system in your home. We have found that your heating system at ###### is not covered with a PremierHeat Plan from HomeServe". In previous years they referenced my Natural gas provider and I complained to them and they disavowed any relationship. These people prey on the elderly homeowners with these offensive threatening letters and need to be stopped. I have repeatedly complained to them, but they refuse to stop sending these offensive letters.

We are in receipt of the complaint by Dr. [redacted] and are happy to report that we have resolved her complaint to her full satisfaction.
In response to this complaint, one of HomeServe’s Area Network Managers (“ANM”) contacted Dr. [redacted] on to discuss her concerns relating to her 8/5/2015 water...

service line repair. Our ANM explained that during the course of performing a partial water service line replacement, our contractor ,K&S Plumbing (“K&S”), observed that a separate section of the line appeared to have been crushed during the repaving of Dr. [redacted]’s driveway. Our ANM explained that under the terms and conditions of Dr. [redacted]’s Water Service Line coverage, damage caused by third parties was not covered. Dr. [redacted] explained her dissatisfaction with being denied a second opinion of her water service line following K&K’s diagnosis. Our ANM apologized and offered to reimburse her the cost of any repairs that would have otherwise been covered under the Contract.  Dr. [redacted] agreed to submit the required documents and indicated her satisfaction with HomeServe’s efforts to resolve her complaint. Following our receipt and review of the repair invoice, HomeServe contacted Dr. [redacted] on 8/15/2015 and advised that we would issue a reimbursement check in the amount of $1,600.00, representing the full cost of the water service line repairs performed by Dr. [redacted]’s contactor. According to our records, Dr. [redacted] received the reimbursement check on 8/20/2015.
We appreciate Dr. [redacted]’s patience in resolving this matter, and thank you for the opportunity to respond.

We are in receipt of the complaint filed b[redacted]nd are happy to report the matter has been resolved to her complete satisfaction.
According to our records, [redacted] scheduled a tune up and was provided with service date of 10/28/2016 through her Premier Heat Plus Plan (the “Contract”). Due...

to a high volume of service calls placed by customers without heat, [redacted] tune up was rescheduled. Unfortunately, [redacted] was not notified that her appointment needed to be rescheduled.
In response to this complaint, on 11/8/2016 a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] Our CAT agent apologized for the lack of notice, and offered to assist with rescheduling the appointment. HomeServe’s dispatch team was able to reschedule the tune up for 11/11/2016. Our CAT agent also provided [redacted] with a discount of $146.21 towards the current balance for his Contract. On 11/23/2016 our CAT agent confirmed with [redacted] that the tune up was completed, and that they were fully satisfied with the resolution.
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 [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 6/8/2017. 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 $5,000.00 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 time. On 6/22/2017, our RM CM contacted [redacted]. [redacted] reiterated that he was not happy that a permanent repair had not been made. HomeServe’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 6/27/2017. 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 7/20/2017. 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 joints. We 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 liner. HomeServe 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 roots. He further explained HomeServe would have paid $2,500.00 under the Contract. Our 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 8/11/2017.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction. On 3/8/2018, [redacted] reported a leak to a pipe connected to his bathtub. An attempt to locate a contractor was made on 3/9/2018, 3/12/2018, and 3/13/2018. On 3/14/2018, our contractor [redacted]...

[redacted] (“[redacted]”) accepted the work order. On 3/15/2018 [redacted] was on-site and completed the need repairs to the drain line coming from the bathtub.   In response to this complaint, on 3/16/2018 a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] and apologized for the excessive delay. As a courtesy we offered to discount the remaining costs of coverage for [redacted]s Internal Plumbing and drainage coverage. The discount of $47.98 was applied to [redacted]s account on 3/16/2018. 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.

We are in receipt of the complaint filed by [redacted], and regret to learn of her dissatisfaction. [redacted] assertion that HomeServe is a scam is wholly without merit.
HomeServe is a leading provider of home repair solutions with operations in 48 states and has been serving customers in North...

America since 2003. In fact, over the past three years, HomeServe has provided over $255 million in services to its customers, representing 1,000,000 service jobs across North America, including Canada. HomeServe’s customers hold over 3 million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating.
According to our records, [redacted] enrolled in the Exterior Electrical Line Coverage (the “Contract”) over the telephone on 9/15/2015. [redacted]’s Contract is billed on her AEP bill as part of our partnership agreement with AEP. In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 1/27/2017, 2/1/2017, and 2/2/2017 without success. Our CAT agent was able to determine that [redacted]’s account is currently up to date, and all payments have been applied. Any payment discrepancy has been resolved. If [redacted] has any questions, she can contact our CAT agent directly at [redacted]
We trust this response satisfactorily resolves the issue, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by Ms. [redacted] and regret to learn of her dissatisfaction.
According to our records, on 9/27/2016 Ms. [redacted] contacted HomeServe to report an issue with her sewer line and requested a service call under her [redacted] coverage (the “Contract”)....

HomeServe deployed [redacted] and Sons Inc. (“[redacted]”), and they were onsite the same day. The technician from [redacted] determined that Ms. [redacted]’s sewer line was open and flowing clearly, showing no signs of a breakdown or blockage. [redacted] further explained that the issue at hand was a code violation reported by the Philadelphia Water Department, and is affecting several homes in the area. The HomeServe agent contacted Ms. [redacted] to advise the repair would not be covered.
Ms. [redacted] disputed the decision, and spoke with a member of HomeServe’s Repair Management Case Management team (“RM CM”) on 9/29/2016. The RM CM upheld the repudiation after reviewing the documentation provided by Ms. [redacted] and speaking with [redacted]. Ms. [redacted]s Contract states “If You have an Emergency Breakdown to Your external sewer drain, for which You have sole responsibility, from the point at which it crosses the outer vertical wall of the building on your property to the point at which it reaches Your property boundary, You should call the Emergency Service Hotline.” The area Ms. [redacted] requested to be repaired is located outside of the property boundary, and would not be covered under the Contract. Additionally the Contract states “5. EXCLUSIONS We are not responsible for any of the following: . . . m) COSTS TO CORRECT OR UPGRADE ANY PART, EQUIPMENT AND/OR SYSTEM IN ORDER TO COMPLY WITH ANY FEDERAL, STATE, OR LOCAL LAWS, REGULATIONS, ORDINANCE OR UTIILITY REGULATIONS.” As the line was flowing clearly with no obstructions, the code upgrade requested by Ms. [redacted] would not be covered under her Contract.
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms. [redacted] on 10/17/2016 and 10/19/2016 without success. Our CAT agent has determined that, based on the information provided, the decision made by the RM CM is the correct one. If Ms. [redacted] wishes to speak with our CAT agent further, she can contact her directly a [redacted].
We trust this response satisfactorily resolves the matter and thank you for the opportunity to respond.