HomeServe USA Corp.

We are in receipt of the complaint filed by Ms. P[redacted] and regret to learn of her dissatisfaction.
According to our records, Ms. P[redacted] contacted HomeServe on 6/13/2016 to report a leaking water heater and requested a service call under her Premier Heat Plus Plan (the “Contract”). HomeServe’s agent...

scheduled an appointment for 6/13/2016 between 12 - 4 PM. Ms. P[redacted] advised our agent that when HomeServe’s technician arrived they would need to call her in order to be let into the home; our agent confirmed the best contact number for Ms. P[redacted] at this time.
On 6/13/2016, Ms. P[redacted] contacted HomeServe at approximately 12:36 PM to advise that she missed the call from HomeServe’s technician. Our agent confirmed that the technician was at Ms. P[redacted] residence at 12:15 PM, but left after he was unable to contact Ms. P[redacted] on the phone number provided. Ms. P[redacted] requested that we send a technician back to her home that day. Our repair agent contacted HomeServe’s dispatch office, but was advised that the technician had already been dispatched to their next job and no other technicians were available for the remainder of the day. However, our agent was able to provide Ms. P[redacted] with the first appointment window on the following day, 6/14/2016. According to our records, a HomeServe technician was onsite on 6/14/2016 and resolved the issue the same day.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact Ms. P[redacted] on 6/15/2016, 6/17/2016, and 6/20/2016, but was unable to reach her. Should Ms. P[redacted] wish to discuss this matter further, she can contact our CAT agent directly at [redacted].
We trust this 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] enrolled in Exterior Water Service Line coverage (the “Contract”) on 1/12/2015 via a postal enrollment form, authorizing a $5.49 monthly charge to be added to her [redacted]...

(“[redacted]”) bill. On 3/27/2015, Mrs. [redacted] contacted HomeServe requesting cancellation of the Contract; our agent processed the request effective the same day. On 5/4/2015, Ms. [redacted] contacted HomeServe and informed our agent that the monthly charge was still appearing on her [redacted] bill.
HomeServe contacted [redacted] and learned that the property owner, [redacted], enrolled in Exterior Water Service Line via a postal enrollment form for the same address. Because the water bill for that address is in Ms. [redacted] name, [redacted] added the charges to her water bill. On 6/3/2015, [redacted] confirmed that $21.96 would be credited back to Ms. [redacted] account and that the Contract would be cancelled immediately.
On 6/3/2015, a member of our Customer Advocacy Team reached out to Mr. [redacted] to advise him that the Exterior Water Service Line coverage he had enrolled in had been cancelled due to the charges appearing on Ms. [redacted] bill. On 6/3/2015, we also attempted to speak with Ms. [redacted] to provide clarification regarding the charges, but were unable to reach her. Should Ms. [redacted] wish to speak with a member of our Customer Advocacy Team, or have any additional questions, we invite her to contact us at [redacted].
We trust this matter has been resolved to Ms. [redacted] satisfaction and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and [redacted] and regret to learn of their dissatisfaction regarding their recent service call.
On 6/16/2015, Mrs. [redacted] contacted HomeServe and stated that her water service line was leaking and requested a service call under her Water Service...

Line Coverage (the “Contract”). HomeServe deployed the job to [redacted]) who was onsite at the [redacted] residence on 6/17/2015. While onsite, the technician from [redacted] contacted HomeServe and advised that there was a leak on the line that was not visible and advised that they would need to return to the [redacted] for additional inspection of the leak.
On 6/22/2015, Mrs. [redacted] contacted HomeServe requesting a job update. A HomeServe agent reached out to [redacted] and was informed that the [redacted] had a water line leak on their property and that they would contact HomeServe when they planned to return to the [redacted] residence. On 6/29/2015, [redacted] contacted HomeServe and advised that a 6 foot spot repair needed to be performed on the [redacted] water service line, but that work could not begin until July 2nd due to utility mark outs.
On 7/6/2015, Mrs. [redacted] contacted HomeServe and stated that the contractor contacted her regarding the appointment and she expressed her dissatisfaction with the service call delay. Our agent apologized for the delay. On 7/9/2015, a representative from [redacted] contacted HomeServe and advised that the repair was complete.
On 7/14/2015, a member of HomeServe’s customer advocacy team (“CAT”) reached out Mrs. [redacted] and apologized for any frustration and inconvenience she experienced due to the service call delay. Our agent also informed Mrs. [redacted] that while the cost of water loss is not covered under the Contract, HomeServe would review copies of her recent water bills and consider reimbursement of cost increases associated with the leak.
Following our receipt of Mrs. [redacted] water bills, a member of CAT spoke with Mrs. [redacted] on 7/23/2015 and informed her that HomeServe would issue a gratuity check in the amount of $110.72, representing the difference between her elevated and customary water bills.
We thank Mrs. [redacted] for her patience and trust that this response adequately resolved this matter. Thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted], and are pleased to report the matter has been resolved to her satisfaction.   According to our records, on 3/11/17, [redacted] contacted HomeServe to report a leak behind a master shower, and requested a service call under her Interior...

Plumbing and Drainage Coverage (the “Contract”).  HomeServe called upon the services of one of our network contractors, [redacted], to determine the source of the leak and advise of the needed repairs.  When attempting to schedule [redacted], asked that servicing be postponed until further notice due to personal scheduling challenges/availability.    On 6/5/17, [redacted] contacted HomeServe to revisit the leak behind her master shower.   On 6/6/17, [redacted] called to report low water pressure within an additional bathroom sink, as well as, no water to that shower.  HomeServe established a service call under her Interior Plumbing and Drainage Coverage (the “Contract”) and again called upon our network contractor, [redacted] to service both matters.  HomeServe attempted to obtain another contractor to visit [redacted] home, instead of [redacted] but was unable to get another contractor.   On 6/6/17, [redacted] was onsite and determined the issues [redacted] was experiencing were due to fixtures and not the internal fresh water supply lines which would have been covered under her existing Internal Plumbing and Drainage Coverage. [redacted] later advised that while [redacted] was onsite, a technician broke a soap dish within the master bathroom.    In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] to further discuss this concern.  After reviewing this customer’s experience and receiving all supporting documentation, HomeServe reimbursed [redacted] $1,400 for the repair/damage. If [redacted] has further questions regarding this matter, she can  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 are happy report this issue has
been resolved.
On
02/27/2014, a postal enrollment was processed for [redacted] and [redacted] for
the [redacted] property, no request was submitted to change the account name
from [redacted]...

[redacted] to [redacted]. On 04/052017, [redacted] called in to request
cancellation of coverage and was offered a retention based discount of $25.00.
In October, a call was placed by [redacted]’s son, [redacted], of a sewer line
issue for the property on the existing account. Unable to confirm the name
associated with the account, the HomeServe representative advised [redacted] that
the coverages for that property were not eligible for a claim. On 12/21/2017,
[redacted] contacted HomeServe requesting a copy of the charges of $83.88, made
to his bank account. The requested statement was faxed that day showing active
coverage for [redacted]’s property.
In response
to this complaint, on 01/08/2017, our Customer Advocacy Team (“CAT”) reached
out to [redacted], and his son [redacted]. CAT advised the customer on the existing
name for that property being listed under [redacted] still. We recommended the
customer update the information with their utility provider and then follow up
with HomeServe to update the information for their coverage, as the coverage is
billed through [redacted]. The customer confirmed he would like to keep his
coverage active until the end of the current term on 02/28/2018, but requested
the coverage does not automatically renew. We advised [redacted] he would still
receive manual renewal notices, which he can respond to if he would like to
renew his Exterior Sewer/ Septic Line coverage. The customer thanked me for the
clarification, and correction for any miscommunication he had received.
If [redacted]
has any further concerns regarding her complaint, she may contact our CAT agent
directly at ###-###-####.

We are in receipt of the complaint filed by Ms. [redacted] and are happy to report that we have resolved the matter to her complete satisfaction.
According to our records, Ms. [redacted] enrolled in the Exterior Water Service Line coverage (the “Contract”) on 1/10/2012 after HomeServe received a postal...

enrollment form. On the enrollment form, Ms. [redacted] selected the “E-Z PAY” option which, in pertinent part, provides: “I authorize Home Emergency Insurance Solutions to charge my account for Water Line Insurance Protection at the frequency specified above and my financial institution to debit these payments from the account provided. . . This authorization is to remain in effect and my coverage will be automatically renewed at the then-current rate unless I cancel by calling 1-888-300-5031.” Home Emergency Insurance Solutions is a trading name of HomeServe, and is not affiliated with Ms. [redacted]s utility company.
On 4/17/2015, Ms. [redacted] contacted HomeServe to report an issue with a pipe that had broken in her kitchen area and requested a repair. The HomeServe agent explained that Ms. [redacted] Contract covers external water lines only, and the issue was not on the external water line. Ms[redacted] accepted the explanation.
In response to this complaint, a member of [redacted] Customer Advocacy Team (“CAT”) contacted [redacted] on 8/29/2016. Ms. [redacted] advised the CAT agent that she did not file a complaint, and that she wanted to keep the service. Our CAT agent clarified that Ms. Boyd did fully understand why the repair on 4/17/2015 was not covered. Ms. [redacted] expressed her understanding that the coverage is not related to the utility company in any way. No changes were made to Ms. [redacted]s account. Our CAT agent did advise that the services were currently suspended due to a failed payment, and the expectation was set that Ms. [redacted]d will contact customer service to resolve.
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond.

I am very disappointed in the contractors that have been per-screened by HomeServe USA and Home Serve's handling of the matter.
I had a covered plumbing leak to my toilet drain. HomeServe assigned Calso Contracting (spelling?) to handle this simple plumbing repair. I made an appointment with them to make the repairs. They never showed up or called I had to leave work early to meet them, but I was not given the courtesy of a call. .I called them to rescheudle and made a second appointment. for a week later. I again had to leave work early to meet the contractor at 4 PM. The contractor showed up three hours late, looked at the job, but said he had no tools or materials to complete the repairs.
I scheduled another appointment with the contractor, and AGAIN they never showed up or called me. Again, I had to leave work early, and again they lacked the professionalism or courtesy to call me.
At this point, I called Homeserve to express my dissatisfaction with the contractor they assigned to handle my plumbing, and asked that they assign another contractor to the job. I was informed that I could do so, but my service plan provided for only two service calls per year, and if I requested another r contractor, this ONE repair would count as TWO service calls, leaving me without any coverage for the remainder of the year.
How is being charged two service calls fair or even logical, if the first contractor was so unreliable and never made the repairs in the first place?
The Home Serve supervisor assured me that the contractor would be at my home today at 4 PM, and would wait for me to get home from work. Guess what? It is now 6:02 PM and no contractor.
Think long and hard before wasting your money on such unreliable contractors and loopholes in the Homeserve coverage agreement. Save your money!

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction. On 2/9/2018, [redacted] reported a sewage back up in her basement, and created a claim. On 2/12/2018, [redacted], completed an exterior sewer line repair, with a clean out installation. On...

3/4/2018, [redacted] called in requesting correction to the restoration to her yard. Upon the completion of the repair, [redacted]’ yard settled and created a dip along the location where the trench was dug for the repair. HomeServe advised [redacted] of the limits to restoration of her property; “Restoration to any area disturbed by the repair that is on Your Property and outside Your Residence is limited to: filling, raking and reseeding of grass, reinstallation of existing soft landscaping and shrubbery and patching of paved surfaces.” [redacted] was advised we would not cover bringing fill dirt back to the property to complete the landscaping restoration.   In response to this complaint, on 3/12/2018 and 3/14/2018, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] leaving a message.  On 3/19/2018, [redacted] returned our call, as a courtesy we offered to review an estimate from a contractor of [redacted] choosing. [redacted] will reach back out to HomeServe once she has received a reasonable estimate to complete the landscaping restoration. If [redacted] has any further questions, she may contact our CAT agent directly at ###-###-####. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
 
I called on 7/30/14 to provide whatever details I could. The person I spoke with engaged me in a long drawn out conversation where he continued to ask me names of people I had spoken with. he went on to say he wants to help but cannot so basically he was wasting my time.
He refused to assist me as "he did not documentation" which is really the company responsibility to keep documentation.
 
I see this as bad service and business practice but I don't have the time to note peoples names of issues now past 6 months.
 
I consider this an unethical business with poor customer service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:This is all fine & good except that the charge is stil showing up on my current bill. I did not sign up for this service-ever! If Mr. [redacted] signed for it, it should be on his bill. I want this removed from my bill once & for all. I've been told by the water company that they can turn my water off if I do not pay. I had my lawyer check in  to this matter for me & was informed of the scam, that the water co. gets a kickback of 10% on each bill, Further, HomeServe has already been charged & fined in  England for the same scam. Please stop this company from stealing from the people of [redacted]. and all the other states where they are running the scam. According to past results, even the folks who did buy the insuranced have an extremely difficult time collecting on losses.

We reviewed the complaint filed by Mrs. [redacted] and are sorry of learn of her dissatisfaction.
Mr. [redacted] contacted HomeServe on 10/13/2014 reporting a drain line back up in his basement. HomeServe deployed [redacted] on 10/16/2014 and the repair was...

completed on 10/24/2014.
Mr. [redacted] contacted HomeServe on 11/4/2014 regarding the condition of his yard following the sewer line repair work. [redacted] advised HomeServe that [redacted] would return to the [redacted] residence to completing site restoration, but were allowing the excavated ground time to settle..
In response to this complaint, we contacted Mr. [redacted] then followed up directly with [redacted]. [redacted] confirmed that they removed repair debris and rebuilt a landscaping wall, but recommended that restoration of the [redacted]’s landscaping and lawn should be performed during warmer weather. HomeServe advised Mr. [redacted] of [redacted]’s recommendation and he agreed to wait.
As a sign of our appreciation, we provided a complimentary gratuity check in the amount of $145.00, which will be received by mail within 10-14 business days. We thank the [redacted]s for their continued patience and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted]r and regret to learn of her dissatisfaction.
According to our records, on 9/4/2016 [redacted] contacted HomeServe to report a backup in her shower and requested a service call under her Sewer/Septic Line Coverage (the “Contract”). We offered...

[redacted] the earliest available appointment, which was on 9/5/2016. [redacted] declined the appointment and arranged her own technician to complete the work. On 9/6/2016, [redacted] advised HomeServe that she had the work performed on 9/4/2016.
On 9/6/2016, a Repair Management Case Manager (“RM CM”) contacted [redacted] regarding the out-of-pocket expenses she incurred. Our RM CM offered to review the invoice from the completed repairs for a potential reimbursement, and provided a fax number for [redacted] to submit the invoice. The invoice was received on 9/8/2016. It includes work not covered by the Contract, including an estimate of charges that would be required to remove furniture and deodorize the rooms affected. The Contract provides the following exclusions: “. . . n) COSTS ASSOCIATED WITH TREATMENT, REMOVAL, RECOVERY, OR DISPOSAL OF HAZARDOUS MATERIAL; . . . r) COST OF REPLACING AND REINSTALLING (INCLUDING BUT NOT LIMITED TO: CARPETS, CABINETS, KITCHEN ASSEMBLIES, PANELING, STUCCO, WOOD, TILE, WALL PAPER, FIXTURES, FITTINGS, MIRRORS) . . .”.
As for the portion of the invoice that relates to work that would be covered by the Contract, had [redacted] used HomeServe, [redacted] did not include a license number for the contractor. We determined that without the license number to validate that the contractor is a legitimate, qualified business, the invoice was insufficient to process for reimbursement of such work. We attempted to contact [redacted] on 9/9/2016 to advise her of these decisions, however we were unsuccessful.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 9/22/2016, and spoke with her on 9/26/2016. Our CAT agent provided the above reasons that we denied the reimbursement. Our CAT agent did offer to consider reimbursement for the actual repair work, if HomeServe was provided a license number for the contractor. [redacted] was unable to provide this, so our CAT agent advised she would reach out to the contractor to obtain the information. Our CAT agent attempted to contact Renaud Home Repair Services (“Renaud”) on 10/3/2016, without success. As a result HomeServe is unable to provide a reimbursement to [redacted]. Our CAT agent attempted to contact [redacted] on 10/11/2016 and 10/13/2016, however she was unsuccessful.
As this complaint does not address this reimbursement, but rather requests reimbursement for her carpet, we suggest [redacted] contact her homeowner’s insurance provider. The type of damage she describes is not covered under our Contract, but is of a type that is frequently covered by a homeowner’s policy. As a customer accommodation, HomeServe is prepared to reimburse [redacted] for the costs she incurred for Renaud’s services to clear her backup, even without proof that he is licensed, if this will resolve the matter for her.
Thank you for the opportunity to respond.

We in receipt of the complaint filed by [redacted] and are sorry to learn of his dissatisfaction with his recent service call.
On 12/7/2015, [redacted] contacted HomeServe and reported a water service line leak and requested a service call under the Exterior Line Coverage (the “Contract”). ...

HomeServe deployed Prime Plumbing (“Prime”) to [redacted]’s residence on 12/8/2015. Onsite, Prime was unable to locate a water service line leak, but advised HomeServe that [redacted] had a sewer line leak under the steps of his home. On 12/10/2015, HomeServe contacted [redacted] and advised him that per the terms and conditions of the Contract, he was responsible for the replacement of the steps in the event of a repair should he elect to proceed with a sewer line repair. At this time, [redacted] requested a second opinion.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted [redacted] on 12/14/15 to discuss his concerns. Our CAT agent apologized for any inconvenience [redacted] had experienced and informed him that HomeServe’s Area Network Manager (“ANM”) was scheduled to perform an onsite inspection at his residence on 12/15/2015 to assess the sewer line issue and determine if there were available alternative repair options.
Following our ANM’s onsite inspection, HomeServe determined that the sewer line could be repaired without disturbing [redacted]’s steps. Prime was scheduled to repair [redacted]’s sewer line on 12/22/2015, but the appointment was rescheduled for 12/29/2015 due to heavy rain in the area. On 12/29/2015, Prime was onsite at [redacted]’s residence and completed the repair the same day.
While Prime was onsite performing the repair, [redacted] contacted HomeServe and advised that he had not been informed that Prime would be onsite that day, having previously been informed the repair would be rescheduled for 12/31/2015 due to excessive ground water. Our CAT agent apologized for the miscommunication and assured him that his concerns would be communicated internally and to Prime. [redacted] thanked our CAT agent for their assistance.
On 1/8/2016, [redacted] contacted HomeServe to report another leak in his sewer line. Prime was onsite the following day and performed a camera inspection of his line, but were unable to identify any issues and indicated that the City of Baltimore may have a break in their sewer line. HomeServe has been informed that the City of Baltimore is scheduled to inspect the line on 1/13/2016. HomeServe will continue to closely monitor this situation and provide [redacted] with any support which he may be entitled to under the Contract.
We thank [redacted] for his patience and trust this response adequately resolves this matter. Thank you for the opportunity to respond.

We are in receipt of the complaint filed by Mrs. [redacted] and regret to learn of her dissatisfaction regarding her recent service call.
On 6/15/2015, Mrs. [redacted] contacted HomeServe and stated that a pipe was leaking under her home and requested a service call. HomeServe deployed the job to [redacted]...

[redacted] (“[redacted]”) and a service call was scheduled under Mrs. [redacted] Exterior Water Service Line contract (the “Exterior Contract”).
On 6/18/2015, [redacted] contacted HomeServe and informed us that the leak was attributable to one of the interior systems of Mrs. [redacted] residence, not the exterior water service line. A HomeServe agent immediately contacted Mrs. [redacted] and advised her that the issue she was experiencing was not covered under the Exterior Contract. Our agent informed Mrs. [redacted] that she also had Internal Plumbing & Drainage coverage (the “Internal Contract”), but that she had already reached her maximum number of service calls for the current coverage term. Our agent informed Mrs. [redacted] that HomeServe could send [redacted] to her residence, but she would be responsible for the cost of any repairs. Mrs. [redacted] declined this offer and the call ended.
Mrs. [redacted] contacted HomeServe again the same day and expressed her dissatisfaction. Our agent apologized to Mrs. [redacted] for the inconvenience and advised her that [redacted] could still come out and perform any repairs on a self-pay basis. Mrs. [redacted] declined and requested to speak to a supervisor. Mrs. [redacted] was transferred to a Case Manager who relayed the same message and offer.
We trust this response provides Mrs. [redacted] clarification regarding her service call, 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 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 working. On 2/10/2016, a HomeServe technician (“Tech”) arrived at her residence and observed damage to the boiler as the result of flooding. Our Tech noted that the following non-covered parts would require replacement: gas valve, transformer, pilot assembly, and control board. With [redacted] approval, we immediately replaced the gas valve and transformer. [redacted] was charged $275.78 for these parts. In 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 2/11/2016 to install the pilot assembly and the control board. Our agent initially provided an appointment window between 4 – 10PM, but [redacted] requested that we arrive after 7:30PM. Our 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 7:30PM. Unfortunately, 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] home. Our 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 day. Our agent informed her that HomeServe would be unable to do so as there was no Tech available to return to her residence. At 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 $5.09 for the Interior Gas Line Contract and $70.19 Interior Electrical coverage to the bank account on file. No 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 complaint. In her complaint, [redacted] indicated her belief that HomeServe’s Tech unplugged her boiler, causing her no heat problem. During 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 Tech. Accordingly, 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 11/16/2015. [redacted] accepted this offer and indicated her satisfaction. [redacted] should expect to receive the check within 7 – 10 business days.
We trust that this response has been adequately resolved. Thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction.
A review of our records indicates that on 3/6/2012 HomeServe received [redacted] Water Service Line Coverage (the “Contract”) postal enrollment form along with payment in the amount of $47.88,...

representing the then-annual price for the Contract based on annual or quarterly payments. On the enrollment form, a copy of which is enclosed, [redacted] selected the [redacted]” option which provides: “I authorize HomeServe to charge my account for the Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account provided. I confirm that I have read the reverse of this letter and meet the eligibility requirements for this optional coverage. This authorization is to remain in effect and my coverage will be automatically renewed at the then-current rate unless I cancel by calling ###-###-####.” (Emphasis added).
Our records indicate that renewal notifications were sent to Mr. [redacted] on 2/3/2014, 2/2/2015, and 2/2/2016, advising him the date and price at which his Contract would renew. Further, a review of [redacted] account does not reveal any prior cancellation requests received by HomeServe.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact [redacted] on 3/16/2016, 3/22/2016 and 3/23/2016 to discuss his concerns, but was unable to reach him. As a courtesy, we have cancelled [redacted]’s Contract and have processed a refund check in the amount of $53.88, representing the full price of the Contract. [redacted] can expect to receive the refund check in the next 7-10 business days.
We trust this response adequately resolves this matter and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
My issue is with a their advertising. The letter was outright deceptive and I want my mothers address removed from their list.

Home Serve USA- We have used this service for a # of years.
1. I received a mailer & so did a friend. I read it & saw it as simply an ins offer. The friend went ballistic, took it to the utility co. & they pointed out that it was just as I said,' an ins offer'!!
2. I have several policies with Home Serve going on now for a # of years. I have had occasion to call them 3 times. The first 2 issues they sent competent people & issue resolved.
3rd issue came up on Jan. 6, 2017,a Fri. It was not resolved until late night Sun. Jan. 8, 2017.
On Fri., an electrician came & as I told him the sump pump in the basement was running continually placing too much stress on the box. He disconnected, cleaned it said it was questionable then reconnected said defective pump. Part of our electricity kept going out overloading the system every 8-10 hours. We called him. We called Home Serve 7 times from Sat. til late Sun afternoon, telling them it was becoming a dangerous situation. Each time a rep said they would send it to the right section so it could be addressed & would call back but they never called back. They kept saying can't reach the original service tech. but would find another one. By Sun. afternoon, I was in tears, Fire Dept advising we must get an electrician soon or they would have to pull the whole electric meter!!
The only problem I see with Home Serve is poorly trained Customer Service Reps. It took 3 days of 7 phone calls, each with a wait time of 25-30 min. to speak with one rep after another until I reached a competent person who resolved the issue. The new electrician simply unhooked the bad water pump & the box began to cool! I hope the problem is solved & no more issues but...who knows? Home Serve, please tell your rep's that telling a person in the middle of an emergency to have a 'wonderful day or weekend' is not a good idea & to make false promises is even worse!! There are competent people seeking employment but I doubt Home Serve will take steps to resolve this issue & I am certain they will have more issues due to lack of communication skills & thus more unnecessary complaints & hardships on their customers. Against my better judgement at this time I am keeping the service as this poor customer service seems to be a part of almost every business I deal with these days so I might be jumping out of the frying pan & into a real FIRE, which almost happened anyway!!

We have reviewed the complaint filed by [redacted] and are happy to report that we have resolved this matter to his full satisfaction.
A review of our records indicates that [redacted]l contacted HomeServe on 10/9/2015 and reported a sewer line backup, and requested a service call under his Exterior...

Sewer/Septic Line Contract (the “Contract”). HomeServe dispatched [redacted]”) to [redacted]l’s residence on 10/12/2015; following an onsite inspection, [redacted] was unable to observe any sewer line backup, but did indicate that the sewer lateral pipe in the street needed repair. Our agent advised [redacted]l that under the terms and conditions of his Contract, any portion of the sewer line outside of his property was not covered.
On 10/28/2015, [redacted] contacted us expressing dissatisfaction and informed our agent that the City of Philadelphia had performed a camera inspection of his sewer line and observed a collapse on or near the street. In response to [redacted]l’s telephone call, HomeServe deployed In a [redacted] to his residence on 10/30/2015. Following an onsite inspection, Flash informed HomeServe that the sewer lateral in the street was damaged. A HomeServe agent contacted the Balls and informed them that based on [redacted] diagnosis, the breakdown was not a covered repair under the Contract.
On 12/31/2015, [redacted]l contacted HomeServe and advised that despite a full sewer line replacement performed by his contractor, a new sinkhole had appeared and requested a service call under the Contract. HomeServe deployed [redacted] who was onsite on 1/4/2016 and discovered a flooded ditch with runoff from [redacted]l’s contractor’s faulty, unfinished repair. Based on this assessment, HomeServe approved [redacted] to complete the repairs on the covered portion of the sewer line, and also agreed to reimburse [redacted]l for the cost of the repairs performed by his plumber.
On 1/5/2016, we received a copy of our customer’s paid invoice, in the amount of $3,400.00, for the fees they paid to a 3rd party contractor to replace their sewer line. On 1/27/2016, HomeServe processed a full reimbursement check, which was mailed to [redacted]l on 2/11/2016. Following several calls from [redacted] advising our agent that she had not yet received the check, HomeServe reissued a second reimbursement check that was mailed by FedEx on 2/29/2016. According to the FedEx tracking information, this check was delivered on 3/2/2016.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 3/22/2016 to address her concerns. [redacted] confirmed that she received the reimbursement check and that this matter had been resolved to her satisfaction.
Finally, in his complaint, [redacted]l states: “. . . we still have not received reimbursement from [HomeServe] for a service which should have been originally covered . . . .” (Emphasis added). During our review of this complaint, our CAT agent reviewed the phone calls involving [redacted]l, our onsite plumbers, and our Repair Management agents. Our CAT agent determined that [redacted]l was erroneously advised that the repairs performed by his contractor after the 10/30/2015 Flash service call should have been covered at the outset. A review of the calls and other account information available to our CAT agent reveals that this conclusion was incorrect, and that the repairs performed by [redacted]l’s contractor were not actually covered under the Contract. Despite the error, we are pleased that the Balls were satisfied with the overall resolution of this matter.
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 M[redacted], and are happy to report the matter has been resolved to her complete satisfaction.
According to our records, on 11/19/2016 [redacted] contacted HomeServe to report an issue with her heater and requested a service call under her Premier Heat...

and Cool Plus Plan (the “Contract”). HomeServe deployed a technician to M[redacted]’s home on 11/22/2016. While onsite the technician identified that M[redacted]’s filter needed to be replaced, and returned to M[redacted]’s home to install the filter after she purchased one. After installing the filter and replacing the condensate pump HomeServe’s technician confirmed that the heat was functioning.
On 11/23/2016, [redacted] contacted HomeServe again and reported that her heating system was leaking. A HomeServe technician returned to the home on 11/24/2016 and identified that the secondary heat exchanger was blocked and needed to be replaced. The technician was also able to determine that the leak was not coming from the heater system. The replacement of the heat exchanger was completed on 12/2/2016.
In response to this complaint, on 12/2/2016 a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] and confirmed that she was satisfied with the repairs completed to her heating system. Our CAT agent offered to discount M[redacted]’s policy price to compensate for any inconvenience or frustration she experienced. A $200.00 discount was applied towards the remaining balance, and [redacted] expressed her satisfaction with the resolution.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.