HomeServe USA Corp.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted].  I still have not received the $ 339.00 check, even after I was assured it would arrive within  7 to 10 business days effective 1/3/2018.

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 are in receipt of the complaint filed by [redacted] and are happy to report the matter has been resolved to his full satisfaction.
According to our records, on 6/5/2017, [redacted] contacted HomeServe and requested to cancel his Exterior Water Service Line coverage (the “Contract”). [redacted]...

advised the HomeServe agent that he wished to cancel due to his repair not being covered. The agent processed the cancellation, and explained that there would be no refund due as a claim had been filed.
On 6/6/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] and advised that she would provide a full refund, as the service call did not use any of his annual claim limit. Our CAT agent processed a refund check in the amount of $89.88 to be mailed to [redacted]. He should receive the check within 10-15 business days. If he has further questions, or has not received the check within the specified time frame, 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 Mr. [redacted] and regret to learn of his dissatisfaction.
According to our records, on 3/10/2008 Mrs. [redacted] enrolled in the Exterior Water Service Line Coverage (the “Contract”) via telephone and authorized a $4.99 monthly fee to be added to her...

[redacted] Water bill. On 8/31/2010, the [redacted]’ account was deleted out of HomeServe’s system when another [redacted] Water customer enrolled for coverage with HomeServe and inadvertently provided the [redacted]’ [redacted] Water account number. While the [redacted] information was deleted from HomeServe’s system, the monthly Contract charges continued to appear on her [redacted] Water bill. On 3/17/2015, Mr. [redacted] was reimbursed $289.46 for the total paid between 08/2010 and 02/2015.
In response to this complaint, we are issuing Mr. [redacted] a check in the amount of $139.68, representing the full amount paid to HomeServe by the [redacted] for the Contract from the date of enrollment through 07/2010 original enrollment. We appreciate Mr. [redacted] patience in resolving this matter. Mr. [redacted] should expect to receive the check on Monday, April 13, 2015.
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our Exterior Water Service Line offer. HomeServe is a legitimate company with operations in 46 states. We serve more than 1.7 million customers across North America, including Canada, holding 2.8...

million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the CT Revdex.com (“Revdex.com”) and has an “A+” rating. HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous other companies. We 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 800,000 service jobs; providing more than $150 million in customer savings. As per her request, we have added [redacted] address, [redacted] to our internal “Do Not Mail” list. Further, we have added [redacted] e-mail address and phone number to our “Do Not E-Mail” and “Do Not Call” lists, respectively. 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 mailings while our system updates. We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

Thank you for bringing Mrs. [redacted]’s complaint to our attention.  We regret to learn of her dissatisfaction.
Mrs. [redacted] contacted HomeServe on 1/14/2014 to report an issue with her water service line.  HomeServe deployed a plumbing contractor on 1/15/2014, who performed diagnostic procedures and determined a water service line replacement was necessary.  Local regulations require the installation of a pressure reducing valve, a backflow preventer, and an expansion tank for the customer’s water heater.  Those additional items are not covered per the Water Service Line Coverage terms and conditions. We advised Mrs. [redacted] of the additional fee required by the contractor, but Mrs. [redacted] was unable to authorize the water service line replacement due to the out-of-pocket expense.
Due to the difficulties Mrs. [redacted] expressed in finding a contractor to accommodate her budget, on 2/18/14 HomeServe offered to cover the cost of the non-covered repair items as a gesture of goodwill so that the replacement of her water service line could be completed.  Mrs. [redacted] expressed her gratitude and is satisfied with this resolution. 
Thank you for the opportunity to respond.  We trust that this satisfactorily resolves and concludes this matter.

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 are in receipt of the complaint filed by Ms. [redacted] and regret to learn of her dissatisfaction regarding her recent service call.
On 6/5/2015, Ms. [redacted] contacted HomeServe to report that her toilets and bathtubs were backing up and requested a service call under her Sewer/Septic Line coverage...

(the “SSL Contract”). HomeServe deployed [redacted] (“[redacted]”) to Ms. [redacted] residence on 6/8/2015. Upon arrival, [redacted]d informed HomeServe that there was no electricity or water service at Ms. [redacted] home and that both would need to be restored before a diagnosis and repairs could be made. Following Ms. [redacted] confirmation that the services had been restored, [redacted]d returned to Ms. [redacted] residence on 6/16/2015 and observed multiple leaks on the home’s internal plumbing lines. [redacted]d recommended replacement of the subject lines and provided HomeServe with a $4,297.00 quote.
Because the repairs were associated with Ms. [redacted] internal plumbing and drainage systems, and not her sewer/septic line, the estimated cost was assessed against her Internal Plumbing & Drainage coverage (the “IPD Contract”) and not the SSL Contract. On 6/16/2015, HomeServe contacted Ms. [redacted] and informed her that the [redacted] Contract had an annual coverage limit of $2,500.00 and that she would be responsible for the remaining $1,797.00. Ms. [redacted] declined this option and the call ended.
On 7/13/2015, Ms. [redacted] contacted HomeServe and reported that there was no water coming into her home and requested a service call under her Water Service Line coverage (the “[redacted] Contract”). [redacted]d was onsite at Ms. [redacted] residence on 7/15/2015 and advised HomeServe that the water to the home had been shut off at the meter. [redacted]d further stated that until the internal plumbing repairs identified during the 6/16/2015 visit were completed, they would be unable to properly diagnose the water service line issue. HomeServe advised Ms. [redacted] of [redacted]d’s findings, but she declined any further repair work. On 8/6/2015, Ms. [redacted] contacted HomeServe and requested that her policies be cancelled. Per her request, Ms. [redacted] policies were cancelled on 8/6/2015.
In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Ms. [redacted] on 8/12/2015 to provide clarification regarding the service call. The CAT agent advised Ms. [redacted] of the contractor’s findings and the reason for the out of pocket expense. Ms. [redacted] informed us that her own contractor inspected the internal plumbing lines and she was advised not all of the subject pipes needed to be replaced. Ms. [redacted] noted that the quote she received from her contractor was less than that provided by [redacted]d.
Our CAT agent apologized to Ms. [redacted] for the possible misdiagnosis, and offered to review her contractor’s quote. Our agent also informed her that in the event our contractor misdiagnosed the internal pipe repair, HomeServe would assist her with repairs that would have otherwise been covered under the IPD Contract. Ms. [redacted] informed our agent that while she was not currently experiencing any issues with her sewer/septic or plumbing, she appreciated our willingness to review her contractor’s proposal.
We trust this matter has been resolved to Ms. [redacted] satisfaction, and thank you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and are sorry to learn of his dissatisfaction with our optional internal gas line offer.
HomeServe Emergency Insurance Solutions (“HomeServe”) is a legitimate company with operations in 46 states. We serve more than 1.7 million customers across...

North America, including Canada, holding 2.8 million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the ** Revdex.com (“Revdex.com”) and has an “A+” rating. In the United States, HomeServe USA provided over $192 million in services to its customers, representing 890,000 service jobs across its product lines, over the last three years.
HomeServe obtains publicly available information for our mailings through third-party vendors, as do numerous other companies. We 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 .
HomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over 22 million households. Like many municipalities and utilities, Southern [redacted] Gas (“SoCalGas”) has seen the opportunity for cooperation and partnership with us to provide an optional protection program to the homeowners they serve. Our mailers state explicitly that “Home Emergency Insurance Solutions (“HomeServe”)… is not the same company as Southern [redacted] Gas Company. You are not required to purchase products from Home Emergency Insurance Solutions to receive natural gas utility service….”
Per his request, we have added [redacted]’s address, [redacted], to our internal “Do Not Mail” list. We ask that [redacted] please allow 4-6 weeks for this request to be implemented. In the meantime, [redacted] may continue to receive solicitations while our system updates our files.
We trust that this response provides [redacted] with more clarity regarding out mailers and services, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by Ms. [redacted] and are happy to report that we have resolved this matter to her full satisfaction.
Our records show that on 2/14/16, Ms. [redacted] contacted HomeServe to report no heat in her home and request a service call under her Premier Heat Plus Plan...

contract. A technician arrived that same day approximately 43 minutes after the promised 8AM – 12PM time frame, and restored heat back in the home.
Later that evening, Ms. [redacted] contacted us to report she was without heat again. We scheduled an appointment for the following day, between the hours of 12PM – 4PM. We understand that Ms. [redacted] requested that the technician return that night, but we were unable to accommodate that request.
On 2/15/16, the same technician returned to Ms. [redacted]’s home approximately 2.5 hours after the promised time frame. The technician discovered that there was a short in the thermostat wire, traced the wire and replaced it, testing the unit to ensure the unit was operating properly. Unfortunately, the unit did not produce enough heat after the technician left, causing Ms. [redacted] to once again contact us to report this. Ms. [redacted] requested that the same technician return to her home on 2/17/16, between the hours of 8 – 12P, which he did and discovered a defective thermostat. Ms. [redacted] was pleased with the repair, and our efforts to ensure that the work was done at no cost to her.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) reached out to Ms. [redacted] and addressed her concerns. CAT apologized to Ms. [redacted] and assured her that customer concerns are addressed immediately when they are expressed. As a measure of goodwill, HomeServe extended a free year of the Premier Heat Plus contract that will renew on 12/16/16. Ms. [redacted] was appreciative for the goodwill gesture and had no further concerns.
We trust this response resolves the matter. Thank you for allowing us the opportunity to address Ms. [redacted]’s concerns

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]

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.
  However, I am very concerned about your lack of ownership for the misleading and threatening (not offering) statements in your letter.  I find this practice to be unethical and highly objectionable.  For shame on [redacted] to package their name with and sell their client list to companies who market in such a deceptive manner.
Sincerely,
[redacted]

[redacted]Subject:...

complaint   complaint was taken care of by the company I made complaint on after Revdex.com contacted them thank you for your help

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not totally satisfactory to me, however, in the interim my wife has made contact with the company and worked out an arrangement that is satisfactory to both parties.  And just so you know, it was not me that contacted the company, it was my wife, and she has been handling communications with this company. 
Sincerely,
[redacted]

Complaint:[redacted]
I am rejecting this response because:
I never ever received the policy. Liar liar pants on fire. All I want is the $ back and never do service with them again. I requested the policy 3 times.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Accroding to the water department of Philadelphia I was told fixing the sewer line was my responsibility. This is why I had the sewer line plus insurance through HOMESERVE. I have documentation from the water department and the plumber who fixed the issue stating it was a sewer line issue. NOT AN UPDATE.  I will take the necessary steps to make sure an insurance company that states it covers sewer line plus insurance will be resonsible to fix what I have paid for the last few years.
Sincerely,
Karen [redacted]

Complaint: [redacted]
I am rejecting this response because: First, HomeServe did not set up an appointment to let us know they were coming as per their response " 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. " Secondly, HomeServe contacted us by phone (My wife and I were at work when the call came in) and told us we would be receiving a check for $50 as a gratuity for our trouble. I telephoned back and left a voicemail confirming our address that was asked of me. As of this date, January 7, 2015, I have not received the check.
Sincerely,[redacted]

We are in receipt of the complaint filed by Mrs. [redacted], and regret to learn of her dissatisfaction with our Exterior Water Service Line offer. We would like to take this opportunity to assure Mrs. [redacted] that the offer and our company are legitimate.
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, holding over 3 million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the CT Revdex.com and has an “A+” rating.
We utilize standard direct-marketing methodologies to periodically send mailers, like the one received by Mrs. [redacted], 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 Michigan. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
We trust that this response provides Mrs. [redacted] with more clarity regarding our mailers, services, and company, 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 this resolution will need be the final reply.  While not everything in the response is accurate I'm tired of going back and forth with them.  They are not a reputable company and did not live up to their contract.  Their own agent and service rep agreed with the reasoning of our dissatisfaction and confirmed that HomeServe under manned for the night we called for service because of the fact that the weather has been so good.  Again, HomeServe is not a company that lives up to their contract or advertisements.  
Thank you for your time in this matter.
Sincerely,
[redacted]

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