HomeServe USA Corp.

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.

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.

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

We have reviewed the complaint filed by [redacted] 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.

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.

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]

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!!

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:
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]

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

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 that this resolution is satisfactory to me.
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]

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

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 reviewed the complaint filed by Ms. [redacted] and are sorry to learn of her dissatisfaction.
On 12/18/2014 Ms. [redacted] called HomeServe regarding water pooling in her yard and requested a service call under her Exterior Water Service Line policy. A plumbing contractor, who was onsite 12/20/2014,...

advised HomeServe the pooling was caused by a clogged storm drain, not the water service line. Our agent informed the contractor that drains were not covered under Ms. [redacted]’s policy and any further work performed by the contractor would be her sole responsibility.
As per the Terms and Conditions of Ms. [redacted]’s policy, a copy of which was mailed to her on 6/23/2014, external drainage lines are not covered under the Exterior Water Service Line policy. In addition, the mailer/offer letter that Ms. [redacted] received outlined the coverage details and stated that the Exterior Water Service Line policy covers the cost of repairing or replacing a broken or leaking exterior water service line from the property boundary or well casing to the subject home’s foundation wall.
In response to the complaint, we contacted Ms. [redacted] on 1/2/2015 to explain the terms of her coverage and the subject claim. However, Ms. [redacted] indicated she did not wish to speak with HomeServe prior to the posting of our response. HomeServe stands by its position regarding Ms. [redacted]’s claim. Per her request, HomeServe has cancelled Ms. [redacted]’s policy effective 1/9/2015. Further, HomeServe has initiated a refund of the $59.40 annual contract price; Ms. [redacted] should receive her refund by 1/14/2015.
We trust this response resolves this matter and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  I am pleased that I will no longer receive the company's mailings.  I am not pleased that the company will apparently continue to send misleading messages of the type that have caused it trouble in [redacted]., and [redacted] and that cause negative reviews to appear in such publications as the [redacted].  There is no reason why this company should not present its product to the public in an honest and forthright manner. 
Sincerely,
[redacted]