HomeServe USA Corp.

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

We reviewed the complaint filed by Ms. [redacted].

class="MsoNormal">Ms. [redacted] stated in her complaint that on 3/21/2013, she requested that her Exterior Sewer/Septic and Water Service Line coverage at her home address, 7606 Norbourne Ave, [redacted], KY 40222 be cancelled in addition to cancelling her Water Service Line coverage (“WSL”) at a rental property located at [redacted].  HomeServe does record all customer calls so we were able to listen to 3/21/2013 conversation.  We confirmed that Ms. [redacted] requested cancellation of the WSL coverage at [redacted] only.    After being asked by the agent, Ms. [redacted] acknowledges that she is cancelling coverage at the rental property only, and specifically clarifies that she wishes to keep the coverage at her home address. The coverage remained active at her home address, and she received monthly billing until she contacted HomeServe on 5/5/2014 to be added to HomeServe’s internal “Do Not Contact” list. During that conversation, she was reminded of her coverage at her home address, which she then promptly cancelled.
We have made several unsuccessful attempts to reach Ms. [redacted] by phone, to advise her that our 3/21/13 call recording does not match her recollection of the call, and to advise her that no refund will be issued, but billing stopped effective 5/5/2014.
We trust this response will clarify any misunderstandings Ms. [redacted] had about her cancellation request on 3/21/2013, and invite her to return our calls and discuss the matter if she has further questions.

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 her dissatisfaction.
A review of our records indicates that [redacted] contacted HomeServe and reported an issue with his water heater, and requested a service call under his Water Heater Repair plan (“Contract”). ...

On 2/2/2016, Stan’s Discount Rooter (“Stan’s”) was onsite at the Crawford residence and determined that the water heater located in a shed on the exterior of the dwelling required replacement. During their diagnosis, Stan’s noted that the shed was not fully enclosed and that the water heater exhibited signs of damage consistent with exposure to weather elements. Following their onsite inspection, Stan’s technician contacted HomeServe and informed our agent that the breakdown of the water heater was caused by the water heater’s exposure to weather elements, including rain from a recent storm.
Shortly thereafter, a HomeServe repair management agent contacted [redacted] and explained that replacement of the water heater would not be covered under the Contract due to its improper storage in an unenclosed shed outside the home. At this time, [redacted] requested to speak with a supervisor. Her call was transferred to a Repair Management Case Manager (“RMCM”) who asked [redacted] to supply pictures of the water heater so that he may conduct an internal review of her service call. On 2/18/2016, our RMCM received the requested photos of [redacted]’s water heater which confirmed that the shed did not have doors installed and that the water heater was directly exposed to exterior weather conditions. On 2/25/2016, our RMCM was able to speak with a representative at Stan’s to discuss their technician’s findings, as well as the photos provided by [redacted]. Based on the foregoing, the RMCM upheld HomeServe’s decision not to replace the water heater. Unfortunately, our RMCM did not contact [redacted] to explain their findings; we apologize for this oversight.
On 4/6/2016, [redacted] contacted HomeServe and requested to speak with a member of the RMCM’s management team; our agent informed [redacted] that a Supervisor would contact her as soon as possible. On 4/7/2016, a HomeServe Case Management Supervisor (“CMS”) contacted [redacted] to discuss her concerns. [redacted] explained that when the water heater was purchased and installed by a third party, she was not advised that the unit could not be installed outdoors. Our CMS informed [redacted] that a HomeServe representative would contact her the following day to discuss their investigation.
In response to this complaint, and further to the timeline set forth above, a member of HomeServe’s Customer Advocacy Team (“CAT”) performed a comprehensive review of [redacted]’s service call. Using the pictures provided by [redacted], our CAT agent was able to confirm that the water heater in question was a [redacted] unit, model # [redacted]. The manufacturer’s website provides an Operation Manual for this particular unit; the “Installation” section of the Operational Manual explicitly provides the following disclosure in bolded text: “This water heater MUST be installed indoors out of the wind and weather.” Further, the warranty page on the [redacted] website provides that the warranty on their water heaters is voided by “Damage caused by flooding, exposure to weather or negligence.” (Emphasis supplied). As such, the third party installation of the subject water heater was performed in a manner inconsistent with the manufacturer’s specifications.
Based on the foregoing, as well as conversations with members of HomeServe’s Repair Management team who investigated the subject service call, our CAT agent determined that HomeServe’s decision not to replace the water heater was a correct interpretation of the terms and conditions of the Contract. Specifically, the terms and conditions provide that HomeServe will “. . . not be responsible for any of the following: 1. [Damage or negligence caused by you or others] . . . 8. [Systems that are not installed according to manufacturer specifications] . . . . ” (Emphasis supplied).
On 4/8/2016, our CAT agent contacted [redacted] to review HomeServe’s findings. [redacted] informed our CAT agent that she did not want to speak with her if the water heater was not going to be replaced. At this time, the conversation ended. Because [redacted]’s water heater is not currently eligible for coverage, HomeServe has elected to cancel her Contract. As such, HomeServe will issue a full refund, in the amount of $226.01. [redacted] should expect to receive her refund check in 10-15 business days. Should [redacted] wish to discuss this matter further, she may contact HomeServe directly at ###-###-####.
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and 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.

We reviewed the complaint filed by Ms. [redacted] and are
sorry to learn of her dissatisfaction.
10pt;">Ms. [redacted] called HomeServe on 12/27/2014 regarding sewage
backing up into her bathtub and requested a service call under her Exterior Sewer/Septic
Line coverage (the “Contract”). 
HomeServe deployed a plumbing contractor, [redacted] (“[redacted]”),
who advised the sewer line back up was due to debris in the sewer line and a
full septic tank that would require pumping. 
Our agent informed Ms. [redacted] that HomeServe would cover the sewer
line snaking, but the pumping of the sewer tank would be her sole
responsibility.  Following the call, [redacted] successfully
snaked the sewer line at Ms. [redacted]’s residence.  On 12/29/2014 Ms. [redacted] called HomeServe
and cancelled her contract. 
In response to this complaint, we have reviewed the Contract,
our Sewer/Septic Line direct mail solicitation, and Ms. [redacted]’s request
for reimbursement.  Both the solicitation
and the Contract that Ms. [redacted] received clearly state that septic tanks
are not covered. 
The solicitation states on the front that “Septic tank and
leaching field are not included in this coverage.”  Per the terms and conditions of the Contract,
coverage is limited to “the external sewer drains from the point at which they
cross the outer vertical wall of the building on Your property to the point of
connection with Your septic system on Your property for which You have
responsibility.  Coverage does not include the septic system itself” (emphasis
added).
Further, the Contract provides that in the event of
cancellation, the contract holder is entitled to a pro rata refund for the
contract year less any claims paid.  As it
relates to Ms. [redacted]’s contract and claim, HomeServe has already paid [redacted] for the snaking of the sewer line as well as a call out fee for the service
call.  Because these fees are in excess
of the total monthly payments we have received for the Contract this contract year,
$62.93, she is not due a refund. 
We trust our response clarifies HomeServe’s position and
adequately resolves this matter.  Thank
you for the opportunity to respond.

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction.
According to our records, [redacted] enrolled in the Exterior Electrical Protection Plan coverage (the “Contract”) on 01/26/2016. On 3/24/2016, [redacted] contacted HomeServe and advised that he...

had contacted his own electrician who performed repair work to his exterior electrical system, and requested reimbursement for the work performed by his contractor. Our agent informed [redacted] that according to the terms and conditions of the Contract, he was required to contact HomeServe so that our agents may assist in the diagnosis and scheduling of a repair appointment with one of our local contractors. Further, our agent also explained that it is HomeServe’s policy not to consider reimbursement requests when a contract has been active for less than six months at the time of the request. At this time, [redacted] asked us to cancel the Contract.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) unsuccessfully attempted to contact [redacted] on 04/06/2016. On 4/7/2016 our CAT agent was able to speak with [redacted] and reviewed the requirements of the terms and conditions and HomeServe’s reimbursement policy, as set forth above. At this time, [redacted] disconnected the call.
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond.

We have reviewed Mr. [redacted] complaint and are sorry to learn of his dissatisfaction.
Mr. [redacted] contacted HomeServe on 7/24/2015 and requested the cancellation of the Exterior Water Service Line and Sewer/Septic Line coverage (the “Contracts”) at his mother’s residence due to the recent...

passing of his mother. The agent advised Mr. [redacted] that Power of Attorney (“POA”) or Executor of Estate (“EOE”) documentation was required in order to proceed with the cancellation request as the contracts were in the name of his father, Mr. [redacted], and he was not listed as an authorized user on the account.
On 7/24/2015, Ms. [redacted], Mr. [redacted] sister, contacted HomeServe and advised that she did not have a POA or EOE; however, she stated that she had a copy of the land tax invoice for her mother’s property. After a review of the document, the Contracts were cancelled on 7/24/2015. On 7/28/2015, HomeServe issued a $197.16 refund to the account on file; the refund represents the total pro-rata amounts due to Mr. [redacted] for the Contracts.
In response to this complaint, a member of the Customer Advocacy Team (“CAT”) spoke to Mr. [redacted] on 8/11/2015 and advised him of the refund and apologized for any inconvenience. Mr. [redacted] was understanding and appreciative of the call.
We thank Mr. [redacted] for his patience and 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.
According to our records, on 6/13/2017, [redacted] contacted HomeServe to report an issue with his sewer, and requested a service call under his Exterior Sewer Septic Line Coverage (the...

“Contract”). HomeServe deployed [redacted] Plumbing and Heating (“[redacted]), and they were onsite 6/14/2017. [redacted] identified the issue as being beyond [redacted]s property, and the repair was denied. [redacted] Contract identifies the coverage area as “. . . the external wall of Your Residence to Your Property boundary.” A HomeServe agent explained the Contract and the reason for the repudiation, and [redacted] expressed his understanding.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 8/7/2017. Our CAT agent offered to review [redacted]’s invoice, to determine if any of the work he had completed on his own would be covered. After receiving the invoice, and fully reviewing, our CAT agent contacted [redacted] on 8/11/2017. Our CAT agent explained that the document provided was created prior to the service call, and would not qualify for a reimbursement request. The document was created by [redacted]’s contractor on 5/16/2017, with [redacted]’s signature, date, and initials dated 5/17/2017. [redacted] accepted our CAT agent’s decision.
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 are in receipt of Mrs. [redacted]’s complaint and regret to learn of her dissatisfaction.
Our records indicate that Mrs. [redacted] enrolled in our optional Exterior Electrical Line Protection Plan (the “Contract”) by mail on 7/15/2014. Mrs. [redacted] signed the enrollment form (enclosed) directly below...

the following affirmation: “YES, please sign me up for the Exterior Electrical Line Protection Plan from HomeServe and include the $4.99 monthly charge on my electricity bill (if available). I understand that this Plan is billed on a monthly basis and based on an annual contract that will be renewed automatically at the then-current renewal price.” Further, on 9/2/2014 and 9/28/2015, HomeServe mailed Mrs. [redacted] notices regarding changes to the Contract.
On 10/20/2015, Mr. [redacted] contacted HomeServe and requested that the Contract to be cancelled. Per the request, the Contract was cancelled effective immediately. A refund check in the amount of $5.49, representing the 10/2/2015 Contract payment, has been processed and Mrs. [redacted] should expect the check in 10-15 business days.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) made two unsuccessful attempts to contact Mrs. [redacted] by telephone to discuss her concerns. We invite Mrs. [redacted] to contract our CAT team at ###-###-#### should she wish to discuss this matter further.
We trust this response adequately resolves the issues set forth in the complaint, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction.
According to our records, on 6/29/2016, [redacted] enrolled in HomeServe’s Exterior Electrical Line Protection Plan (the “Contract”) on HomeServe’s website. Due to an administrative issue this...

enrollment was not successful. On 8/19/2016, HomeServe received [redacted] enrollment through the mail and enrolled her Contract. We immediately implemented her request to cancel her account.
On 2/15/2017, [redacted] contacted HomeServe to report an issue with her interior electrical wiring. She requested to cancel her Contract after being informed that her coverage was only for the external wiring components, and would not cover the issue.
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] on 2/17/2017, 2/22/2017, and 2/23/2017, without success. I[redacted] would like to speak with our CAT agent, she may contact her at [redacted]
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

My hot water heater was leaking and I contacted HomeServe who contacted a licensed plumbing company and within 3 days I had the leaking hot water heater replaced with similar new. I was only responsible for the installation of a shut-off valve parts/labor, that should have been installed previously, but wasn't when the previous heater was installed. Overall experience was positive. The consumer needs realize that this insurance is to lessen the intensity of the overall repair costs in an emergency situation and may not completely cover all costs associated with said repair/replacement under HomeServe.

Complaint: [redacted]
I am rejecting this response because: I was able to simply reset my hot water heater and it's working perfectly. The plumber never attempted to fix it, just wanted to install a new one at an overinflated price. We paid our premiums to HomeServe and then they tried to con us out of a lot of money. Very disturbing. With 79% negative comments about this company it's appalling they have a good rating with the Revdex.com, just because they 'respond' to every complaint. 
Sincerely,
[redacted]

[redacted]
[redacted] To: [email protected] Subject: Complaint [redacted]     Thank you...

very much for your help! Just spoke to company's representative and the problem was resolved to my satisfaction. Thanks again for your quick response. Sent from my iPad

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.
I thank the Revdex.com for what they did for me!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Don’t know what Home Serve is looking at with the pictures I sent. What other options do I have to get my property fixed correctly?
Sincerely,
Moravia Johnson

We have reviewed the complaint filed by [redacted] and regret to learn of dissatisfaction.
On 02/26/2015, [redacted] contacted HomeServe to report a leaking shut off valve in his basement and requested a service call under his Internal Plumbing & Drainage contract (the “Contract”). We...

deployed a service call to [redacted] & Construction (“Elevated”); they indicated their earliest appointment window was 2/27/2015 between 3-5PM. Prior to Elevated arriving onsite, [redacted] requested [redacted]s license number. Due to a miscommunication, our agent provided [redacted] with [redacted]s [redacted] license number. Shortly thereafter, Elevated cancelled the service call. Our agent then sent the service call to [redacted] (“[redacted]”).
[redacted] was onsite 2/28/2015 and identified a loose packing nut as the source of the leak. Once tightened, [redacted] was able to stop further leaking in the basement; however, [redacted] was unable to replace [redacted]’s shut off valve as it was inaccessible to the technician. [redacted] will return to [redacted]’s residence to complete repairs once [redacted]’s carpenter provides access to the valve.
In response to this complaint, a member of our Customer Advocacy Team spoke with [redacted] on 3/3/2015 to address his concerns regarding our contractors and service availability. We apologized to [redacted] for not meeting his expectations during his service call, and for the miscommunication regarding [redacted]s license number.
Further, we assured [redacted] that HomeServe’s emergency phone number is available 24 hours a day, and that our deployment team works diligently to dispatch a service call to our network contractors as quickly as possible while also being mindful of individual scheduling requests made by our customers. [redacted] indicated he was satisfied with the information provided by our agent.
We trust this matter has been resolved to [redacted]’s satisfaction and thank you for allowing us the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
>Regarding case number [redacted] I called Friday to call rather than do
everything by e-mail.  That's OK but I still don't really know what to do.  We bought this house 10 years ago and have had several things replaced by [redacted] Warranty and there was no consequence (but it cost a lot obviously).  Then as part of switching out an electric stove (via [redacted] above) we decided to switch from electric to natural gas.  This was all OK but the contractor we hired to switch us over rigged up under our house but he used copper tubing.  He made a mistake as the man from the gas company told me --  he said natural gas would quickly deteriorate and someone would have to renew the piping with black iron [implied, before they'd turn the gas back on].  So essentially I had to pay for that being done over using [redacted] Plumbing in [redacted].  Then you tell m the guys at Home Serve have the right to court and earn my business (??) then do nothing when I actually have a problem -- what you're telling me really doesn't make any sense -- the [redacted] told me I'd get my money back, but with all this having elapsed the way it did, it sounds to me like someone local "didn't do their job, in essence" then someone on the national level (by e-mail) asked what I thought of their job when the job was not done.
 
All you've said was that by their "by laws" or whatever they took the right to do that and they did what they should in refunding my money.  But my question is how can they do this and have a Revdex.com rating.  I have a 3 inch stack of mail soliciting my business then when push comes to shove they do nothing.  What's to say they haven't a computer genius who knows how to make a big splash and escape making anything of it.
 
I have a box of Rid X and hope that might help in the case of a tree root (if that's what it is).  If it doesn't I'll be going to a city council meeting this coming Tuesday and I'll be asking about what I can do next.
In a house I've lived in for 10 years and there's an Oak Tree [any on driving by here can just imagine what a root system a tree that tall would develop] in the house next door's yard and my contention is it's just taken time for the roots to spread into this area where it5 can get further nourishment.  I'm under the jurisdiction of www.cityofnitro.org.
If Home Serve just trying to say I meed Roto Rooter, why do I have a huge stack of mail from who implies they'd "do it" no matter what it takes.
Tree is in the yard of 1436 Sattes Circle.
 
To Nitro City Hall, copy of this also sent by snail mail, mailed Sunday.
Written to Connecticut Revdex.com, 29 Berlin Rd., Cromwell, CT., Att: Carolyn Betts.
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Thank you.
 
 

Sincerely,
David [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]