HomeServe USA Corp.

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]

THIS IS A SCAM. Unless your contract with your local water company indicates otherwise, any water lines on your property, but "upstream" from your water meter are your local water company's responsibility. While they can use easement laws to dig up your lawn to repair leaky or obsolete pipes, they can't bill you for these repairs.
Even if your contract with your water company puts you on the hook for repairs to external water lines on your property, your homeowner's insurance policy is likely to cover cost of lost water and repairs unless it indicates otherwise.
UNLESS YOU HAVE SIGNED A CONTRACT WITH YOUR WATER COMPANY WHICH PUTS YOU ON THE HOOK FOR REPAIRS TO WATER PIPES ON YOUR PROPERTY, AND/OR YOUR HOMEOWNER'S INSURANCE DOESN'T COVER DAMAGES AND REPAIRS TO EXTERNAL WATER LINES, addition insurance to cover cost of repairs "upstream" from your water meter is unnecessary.
I have forwarded junk mail from Homeserve to the [redacted]. and I encourage others to do likewise. Forward physical copies or scans of Homeserve's official-looking, but bogus, mailings to your state attorney general. The faster we can put these scammers behind bars, or out of business, the better.
This isn't just me blowing smoke, there are plenty of newspapers who are also sounding the alarm, and the [redacted] AG reached a settlement with Homeserve in 2011. Shame on the Revdex.com for allowing these scammer to get an "A+" rating from their organization.
Caveat: I am not a lawyer, nor to I play one on TV.

I have not received any reimbursement check to date (2/2/17) so I do not find that this resolution is resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted]
 
I will get back in touch when a check is delivered and cashed.
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction[redacted]’s assertion HomeServe’s intent “is to prey on unsuspecting and naïve homeowner[s] (new homeowners, the elderly)” 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.

Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factor. HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted], to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of [redacted] We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
Further, in his complain[redacted] referenced our mailers ‘appear official and very easy to be misconstrued as a mandatory service rather than an optional one”. Notably, our mailer prominently displayed on the front page in 10 point font that “We have found that the heating system in your home….. is not covered with a PremierHeat plan from HomeServe” and the word optional appears in mentioned several times in 10 point font in our mailer as well.
HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against heating emergencies at their homes. Responsibility for repairing the heating system typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing damaged heating system components. The optional Premier Heat Plan product offers homeowners protection from the costs associated with the repair or replacement of the gas powered heating system providing heat to their residence.
Per his request, we have added [redacted], to our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the requests to be implemented. In the meantime, he may continue to receive pre-scheduled 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is OK to me, even though it took almost 4 months and a complaint to Revdex.com to get a response from them
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.

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 issue has been resolved to her complete satisfaction.
[redacted] previously spoke with HomeServe’s Customer Advocacy Team (“CAT”) regarding a complaint and was promised a refund of $10.83 for the Exterior Water...

Service Line coverage (the “Water Contract”) and $18.79 for the Exterior Sewer/Septic Service coverage (the “Sewer Contract”). The original complaint was due to not receiving documentation for the Water and Sewer Contracts. Our CAT agent offered to provide the $10.83 and $18.79 to Mrs. [redacted] as that would reflect a full refund for the amount paid to HomeServe. The CAT agent requested the refunds to be processed on 8/19/2016.
Unfortunately, due to an error, the request was not processed. When Mrs. [redacted] contacted the CAT agent handling this matter on 9/9/2016 and 9/12/2016 to inquire about the refund, she was out of the office, and thus unable to answer. When our CAT agent returned to the office on 9/16/2016, she immediately researched the refund, identified the error and spoke with Mrs. [redacted] to explain why she had not returned the calls prior, and advised of the steps already taken to resolve the matter.
The refunds were processed again as a check, and were mailed to Mrs. [redacted] via [redacted] The refund was delivered on 9/20/2016 with tracking number [redacted]0. Our CAT agent contacted Mrs. [redacted] on 9/19/2016 to advise of the tracking number and method of refund provided. Mrs. [redacted] confirmed that she received the check.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  They attempted to reach me only once on 10/6/14 (a voice message was left) and I called and left a message on that person's voicemail  to return my call which he never did.  His voicemail left a phone number to call which was not an 800 number and was out of state which I would have had to pay for.  I called their 800 number and was transferred to his line.  So you can add lying to their so called customer service.  It still does not answer the complaint that they offer a  service and then do not have enough of a 'labor force' to fulfill that service in a timely manner. 
.
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, it should be pointed out that the permission to "charge my account" might reasonably be interpreted as "charge to my Home Serve account."  The request by Home Serve to have the initial payment made by personal check, in combination with the supposed permission to directly access my personal bank account, gives this company about which I know nothing, all the account information needed to directly access my personal savings account.  While the explanation provided by Home Serve indicates no illegality, it does not adequately reveal the fact that the online application for service contains vague and easily misconstrued language.  I have absolutely no doubt that this obfuscation is deliberate.
Thank you very much for helping me with this matter. I hope that enough people complain about this outfit to drive it out of business.
Thanks again.
Sincerely,
[redacted]

We reviewed the complaint filed by [redacted], and regret to learn of his dissatisfaction with his service call.
Our records indicate [redacted] contacted us on July 17th to report a loose wire close to his electric meter.
The next day the contractor found that there was a loose and frayed exterior service entrance cable requiring replacement. In order to repair it, [redacted] would have to upgrade his meter configuration and amperage, as there were two 60 amp interior meters that needed to be replaced with one 100-120 amp meter. In addition, the home must be rated at 80 amps or higher to be eligible for coverage. We advised [redacted] that the coverage would be cancelled for eligibility reasons.  Coverage was cancelled effective 8/1/2014 and we issued a full refund for all fees paid, and as a gesture of goodwill added $95.00 as a gratuity to assist the [redacted] with their repair costs. The [redacted] received the $140 check on 8/18/2014.
After receiving this complaint we spoke with [insert name] on 8/6/2014, who stated that they were willing to pay for the interior repairs if HomeServe would make the repairs to the exterior service entrance cable. HomeServe decided to cover both the interior and exterior repairs and re-enrolled the [redacted]. We also let the [redacted] keep the refund.
We trust this response is to our customer’s full satisfaction. Thank you for the opportunity to response.

We are in receipt of the complaint filed by [redacted] and regret to learn of his continued dissatisfaction.
[redacted] Contract provides for restoration stating “We will provide for basic site restoration to the area disturbed by the repair in a neat and professional manner to the standard of care of a plumber who regularly performs residential water line repairs. Such restoration is limited to: filling, raking, and reseeding of grass, reinstallation of existing soft landscaping and shrubbery and patching of paved surfaces. We cannot guarantee the survival of any living materials disturbed as a result of the repair and will not be responsible for the replacement of any decorative paving, pathways, or landscaping features.” The restoration of concrete on [redacted]s property is a basic restoration as provided in his Contract. If [redacted] is not satisfied with the basic restoration, he has the option to complete any work on his private property that he wishes. HomeServe does not find any evidence of the restoration not being “to the standard of care of a plumber who regularly performs residential water line repairs.”
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We are in receipt of the rejected response filed by [redacted], and regret to hear of his dissatisfaction. On 01/08/2018, 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. It was expressed that Mr. [redacted] was the previous homeowner. 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] under Mr. [redacted]’s account. If the property owner has changed hands HomeServe can correct the account information, once it has been updated through [redacted]. If Mr. [redacted] is still the property owner, the account will need to stay in his name. To allow a claim or action to be completed on the account, [redacted] will need to add Mr. [redacted] or his son, Mr. [redacted] as an authorized user. For account security, [redacted] will be unable to create a claim on this account until [redacted] has explicitly requested to add [redacted] as an authorized user. Due to compliance regulations, agents receiving a call from either Mr. [redacted] or Mr. [redacted], will not process a cancellation or refund on this account. As was requested by [redacted] on 01/08/2018, the account was not cancelled. In response to this rejection, we have attempted to contact [redacted] on 01/22/2018, 01/23/2018, and 01/24/2018, to resolve this dispute and have been unsuccessful. If a cancellation and/ or refund needs processed we recommend Mr. [redacted] contact CAT directly at ###-###-####.

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 consider it dishonest. one of the most important issues, was HomeServes policy of sending unlicensed dc plumbers and refering customer inquires of licensing information to the contractor. Their statement that "i was given a [redacted] license number due to a misunderstanding is clearly disingenuous. I specifically asked HomeServe as well as [redacted] for their dc plumbing license number. It was because of my insistence that the contractor be dc licensed that the job was rejected. futhermore HomeServes response omits the two (2) other unlicensed dc plumbers they attempted to contract before finally contracting [redacted] Plumbing. I find it insulting that a company has so little respect for their clients intelligence. You have a network of plumbers in your workforce but are unaware of their license status. 
Sincerely,
[redacted]

We are in receipt of the complaint filed by Ms. [redacted] and are sorry to learn of her dissatisfaction with our optional Premier Heat Plan offer. Ms. [redacted]’s assertion that HomeServe USA’s (“HomeServe”) mailings are “deceitful and confusing” and a “scam” is wholly without merit.
HomeServe is a...

legitimate company with operations in 48 states that has been serving customers in North America since 2003. Over the past three years, HomeServe has provided over $192 million in services to its customers, representing 890,000 service jobs across its product lines. We serve more than 2 million customers 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.
The Premier Heat Plan coverage mailer received by Ms. [redacted] offers homeowners protection from the costs associated with the repair of their natural gas heating system. Responsibility for repairing these components typically rests with the homeowner, not with the local utility, and basic homeowners insurance typically does not cover the costs of repairing the natural gas heating system.
Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factor. We utilize standard direct-marketing methodologies to periodically send mailers, like the one received by Ms. [redacted], to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are not intended to alarm potential customers, but to inform them of services that have been an enormous help to tens of thousands of homeowners, including those in the state of [redacted]. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
In her letter, Ms. [redacted] noted that her mother does not have a natural gas heating system in her residence. Notably, HomeServe obtains publicly available information for its mailings through third party vendors. The age and accuracy of the information is subject to the records utilized by our vendors in aggregating this data. Unfortunately, an erroneous name or address may be included in that information from time to time. We apologize for any confusion this may have caused.
As a courtesy, we have added Ms. [redacted]’s address, [redacted], [redacted], [redacted], to our internal “Do Not Mail” list and ask that she please allow 4-6 weeks for her request to be implemented. In the meantime, Ms. [redacted] may continue to receive pre-scheduled solicitations while our system updates our files.
We hope this response will provide Ms. [redacted] with a better understanding of the offer and potential benefits our products and services provide for [redacted] homeowners, and that you will reassure Ms. [redacted] that the offer and our company are legitimate.

We are in receipt of the complaint filed by Mr. [redacted] and are happy to report that we have resolved this matter to his full satisfaction.
According to our records, Ms. [redacted] contacted HomeServe on 1/25/2016 and informed our agent of the sale of their home in November and requested cancellation...

of their Exterior Water Service Line coverage (the “Contract”). HomeServe cancelled the Contract effective 1/25/2016 and issued a pro-rated refund in the amount of $3.43 to the checking account on file.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr. [redacted] and apologized for any frustration he experienced following cancellation of the Contract. Our CAT agent advised that HomeServe issued a pro-rated refund following cancellation of the Contract on 1/25/2016. In an effort to exceed customer satisfaction, our CAT agent offered to provide Mr. [redacted] with an additional refund in the amount of $7.55, representing the refund amount Mr. [redacted] would have been due in November, less the $3.43 previously paid by HomeServe. Mr. [redacted] should expect to receive this refund check within 5-10 business days. Mr. [redacted] was appreciative of this offer and thanked us for the call.
We trust that this response adequately resolves this matter and thank you for the opportunity to respond.

We are in receipt of the complaint filed with your office by Mrs. [redacted] and are sorry to learn of her dissatisfaction with our optional [redacted] Line offer.
In her complaint, Mrs. [redacted] referenced HomeServe’s use of [redacted] County Water District’s (“[redacted]”) logo. HomeServe...

currently has partnership arrangements with municipalities and utilities across the country, covering over 22 million households. Like many utilities, [redacted] has seen the opportunity for cooperation and partnership with HomeServe to provide an optional protection program to the homeowners they serve. Importantly, HomeServe does not present itself as affiliated with any utility. In fact, our mailers state explicitly that “Home Emergency Insurance Solutions, [redacted], with corporate offices located at [redacted], is an independent company separate from [redacted] County Water District. . . .”(emphasis supplied).
We have added Mrs. [redacted] address, [redacted] to our internal “Do Not Mail” list and ask that she please allow 4-6 weeks for her request to be implemented. In the meantime, Mrs. [redacted] may continue to receive pre-scheduled solicitations while our system updates our files.
We trust that this response satisfactorily resolves this matter and thank you for the opportunity to respond.

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction.  Our records show that Ms. [redacted] contacted HomeServe on 2/21/2014, advising her sewer drains were...

backing up, affecting all drains in her home.  HomeServe made several attempts to deploy local contractors, but the weather had caused an influx of emergency calls.  The HomeServe agent informed Ms. [redacted] that the appointment would have to be schedule for Monday, 2/24/2014.  The plumber did arrive on 2/24/2014 and cleared a clog on the customer’s main exterior sewer line.
Upon receipt of this complaint we attempted twice to reach the Ms. [redacted] by phone using her two phone numbers on file, but were unsuccessful.  We also sent an email to the email address sent to us with this complaint, but have not received a response.  If Ms. [redacted] still wishes to discuss her service call, we ask that she reach out to the HomeServe Customer Advocacy Department at ###-###-####, or respond to our email at [redacted] and we will be happy to discuss it with her.
Thank you for the opportunity to respond.  We trust that this response satisfactorily resolves this matter and apologize for any inconvenience this may have caused.

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction with our optional Complete Exterior Water Service Line Coverage offer. [redacted]’s assertion that HomeServe USA (“HomeServe”) is “. . . trying to compel . . .” him to purchase an optional...

service contract or participating in “deceptive practices” 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 holds over 3 million service contracts and has a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating.
HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted], to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of Georgia. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against water service line emergencies at their homes. Responsibility for repairing the water service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing or replacing the water service line. The optional Complete Exterior Water Service Line Coverage product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence.
In his complaint, [redacted] referenced our use of the [redacted] County logo and the [redacted] County Water Resources Division name. Notably, HomeServe does not present itself as affiliated with any municipality or utility. In fact, our mailers explicitly state: “HomeServe USA Repair Management Corp . . . is an independent company separate from [redacted] County Water Resources Division and offers this optional service plan as an authorized representative of the service contract provider . . . . Your choice of whether to participate in this service plan will not affect the price, availability or terms of service from [redacted] County Water Resources Division.” This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page.
HomeServe currently has partnership arrangements with over 60 utilities across the country, covering over 22 million households. HomeServe’s use of the [redacted] County logo and name is the subject of a licensing agreement between the parties. All mailing materials are reviewed and approved by [redacted] County prior to use.
Finally, [redacted] indicated his belief that HomeServe has been “sued” by multiple Attorneys General who have barred it from certain practices in those jurisdictions. HomeServe has entered into several agreements with Attorneys Generals relating to investigations opened in 2010 and early 2011. Importantly, in reaching agreements with these Attorneys General, there has not been any finding or admission of wrongdoing by HomeServe.
Per his request, we have added [redacted]’s address, [redacted] to our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the requests to be implemented. In the meantime, he may continue to receive pre-scheduled mailings while our system updates our files.
We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.