HomeServe USA Corp.

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:While I appreciate them taking me off their mailing list, I am not happy that they are falsely sending out envelopes that imply the correspondence is from SoCalGas when they are a completely separate company.  It's not just about me getting them-- it's about everyone else on their mailing list, too.
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]

Complaint: [redacted]
I am rejecting this response because I don't want my credit cards on the website or in an offsite server. There are 3 of my credit cards on the website which the site doesn't allow me to delete only edit. I should have the right to delete my credit cards from theirs or any website, it's that simple. My preferred method of communication is email, have the business contact me via email only. The only satisfactory response is that I and anyone who does business with this company have the right to delete a credit card at there will.
Sincerely,
[redacted]

We reviewed the complaint filed by [redacted] and are sorry of learn of her dissatisfaction. On 8/7/2017, the [redacted]’s account was schedule to be migrated from [redacted] to HomeServe, and a notice sent to Mr. and [redacted]. Upon renewal on 9/27/2017, the coverage costs...

would increase to $96.78. On 10/21/2017 the account with [redacted] was cancelled for no payment, the HomeServe account became active on 10/22/2017. As this was the time of renewal, the new funds were due to the [redacted] account, but were not received until after the account had been migrated. On 1/16/2018, the check was returned from HomeServe as the payment for the HomeServe account was not due until renewal on 10/22/2018. On 2/6/2018 the customer called in and the account information was brought to date and the corrections made to the account. The HomeServe account was re-enrolled and the waiting period waived, this payment will not be due until the annual invoice is sent. Based on the findings this account would be considered active during the time frame of migration and the invoice will be take into consideration for reimbursement for the [redacted]’s. In response to this complaint, we attempted to contact [redacted] on 2/9/2018, 2/13/2018, and 2/19/2018. We spoke with Mr. [redacted] on 2/19/2018, and confirmed we would consider any invoice for repairs made to his sewer line during this time that would be covered under the HomeServe contract terms and conditions. The customer will be sending any additional information needed to HomeServe to review. We thank the [redacted]’s for their continued patience and thank you for the opportunity to respond. If Mr. and [redacted] have any further questions feel free to contact us directly at ###-###-####. Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Home Serve states in their response to you that they check with the local utility companies in a particular zip code to see whether water service line responsibility is the responsibility of the customer or if it is covered by the local utility.company.  If that is the case, why are they mailing out flyers to [redacted] residents, as the [redacted] told me on two different occasions that repair of the water service line is not the responsibility of their customers.  If that is true, It seems to me HomeServe should be required to advise all [redacted] residents of that fact.   In addition, HomeServe should advise people to check their homeowners policy to see if they have coverage.
Sincerely,
[redacted]

We are in receipt of the complaint filed By Ms. [redacted] and regret to learn of her dissatisfaction.
HomeServe received Ms. [redacted]’s signed postal enrollment form for Exterior Water Service Line coverage (the “Contract”) on 7/17/2014 along with a check in the amount of $59.98, representing the...

yearly price of the Contract. On the enrollment form, a copy of which is attached, Ms. [redacted] selected the “EZ-PAY” billing option which provides the following: “I authorize HomeServe to charge my account for Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account provided. I understand that, regardless of the payment frequency I select, my coverage is based on an annual contract and will be renewed annually on the same payment terms selected at the then current renewal price.”
On 6/24/2015, HomeServe mailed a renewal notice to Ms. [redacted], notifying her that the Contract would automatically renew on 7/24/2015 at the then current contract price, $65.88. The renewal notice also provided a toll-free number Ms. [redacted] could use to cancel the Contract in advance of its renewal. On 7/24/2015, HomeServe unsuccessfully attempted to process Ms. [redacted]’s $65.88 payment; however, the payment was rejected by her bank.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) unsuccessfully reached out to Ms. [redacted] on 8/24/2015 to provide clarification. While we are disappointed to lose a valued customer, per her request, we have cancelled the Contract effective 8/24/2015. Because no payment was received for the coverage term beginning on 7/24/2015, Ms. [redacted] is not due a refund.
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond.

We have reviewed Mr. [redacted] complaint and are sorry to learn of his dissatisfaction.
Mr. [redacted] contacted HomeServe on 4/8/2015 reporting a sewer line back-up in his basement and requested a service call under his Exterior Sewer/Septic Line coverage (the “Contract”). HomeServe deployed...

Precision Plumbing and Construction (“Precision”) to Mr. [redacted] home the same day. Precision advised HomeServe that there was no issue with the home’s sewer line and indicated that the issues experienced by Mr. [redacted] were attributable the internal floor drain in the basement. Our agent informed Mr. [redacted] that because the back-up was attributable to the internal plumbing at his home, his Contract did not cover the required repairs.
In response to this complaint, we contacted Mr. [redacted] on 4/23/2015, and discussed his service call. Mr. [redacted] informed us that following the 4/8/2015 service call, he had his own contractor inspect his sewer line. Mr. [redacted] stated that his contractor performed a full sewer line replacement after they located a collapsed section of the line following a video inspection. We apologized for the misdiagnosis of Mr. [redacted] sewer line emergency and offered to reimburse him the cost of any repairs that would have otherwise been covered under the terms and conditions of the Contract. Mr. [redacted] informed us that he was satisfied with our efforts to provide a reimbursement, and he agreed to submit the required documents for our review.
We trust this matter has been resolved to Mr. [redacted] satisfaction, and thank you for the opportunity to respond.

Worthless money spent. Refused to repair my waterline due to it broke when meter was removed by licensed plumber. Claimed plumber caused the break when in actuality pipe is 60 yrs. old and would have broke if anyone tried to remove meter. Was required to replace meter by [redacted]. Was doing the right thing and got burned. No reason to renew as they refuse to fix the problem. Save your money.

We are in receipt of the complaint filed by [redacted] and regret to learn of their dissatisfaction.According to our records, [redacted]’s has been receiving marketing mailers offering optional HomeServe protection plans.  [redacted] is not enrolled in a heating system protection plan...

through HomeServe.   [redacted]’s complaint is that the statement included in the mailing, “"This letter is to inform you that as a home owner you are responsible for maintaining the natural gas system in your home". We have found that your heating system is not covered with a [redacted] plan from HomeServe." is misleading and a fear tactic.   In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on December 28, 2017. The agent spoke to [redacted], co-homeowner, and listened to [redacted]’s concerns.  The agent explained how the disputed statement is not intended to be misleading since homeowners are typically responsible for any breakdowns that occur in the home which they own, and that according to our records [redacted] is not enrolled in any of our protection plans. In addition, the agent advised that the mailer mentions that this coverage is optional.  The agent apologized for the confusion and offered to remove [redacted] from HomeServe’s mailing list.  [redacted] declined stating she was not bothered by the mailings.  The agent asked if there were any other concerns she would like to discuss.  [redacted] indicated that there were not.  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 partially satisfactory to me.   They addressed the issue of the Exterior Water Line Service, but not the Exterior Sewer Line Service.  However, I have finally been able to reach them by phone and enrolled in the Exterior Sewer Line Service.  These two services are what I wanted from the beginning.  I still have an issue with their on-line customer service.  I have never received any kind of response to my requests to reset my password, or any on-line confirmation of my services or inquiries.
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]

We reviewed Mr. [redacted]’s complaint and regret to learn of his dissatisfaction.
Our records show Mrs. [redacted] called with a heating service request on 3/7/2014, and a technician arrived on site that same day.  The technician determined that the replacement of non-covered parts, namely 3 check flow valves, would be required to repair the [redacted]’s heating system.
On 3/11/14, HomeServe contacted Mrs. [redacted] by phone to discuss the cost involved with the repair; she requested her appointment be cancelled.  The [redacted]s had the repair completed by a 3rd-party contractor. 
We spoke with Mrs. [redacted] again on 3/14/2014, and she communicated that it was their understanding that their heating unit required the replacement of a zone valve, and we had denied coverage due to the involvement of water work.  There appears to have been a miscommunication because our technician notes reflect that 3 check flow valves needed replacing, not zone valves.  In addition, the 3rd-party contractor invoice that the [redacted]s submitted shows that 3 check flow valves were replaced, not zone valves.  Check flow valves are not the same as either zone valves or zone valve heads, only the latter being a covered part under the Terms and Conditions (T&Cs) that the [redacted]s attached to their complaint.
However, due to customer tenure and to ensure customer satisfaction, HomeServe extended a gesture of goodwill to issue a one-time reimbursement for the work performed by the [redacted]s’ contractor.  Mrs. [redacted] accepted the offer and the [redacted]s remain valued customers.  She was advised to expect the reimbursement within the next 5-7 business days.   
Thank you for the opportunity to respond.  We trust that this satisfactorily resolves and concludes this matter.

We are in receipt of the complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction. [redacted]s assertion that he has been “bullied and threatened by” HomeServe 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 Massachusetts. 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 heating emergencies at their homes. Responsibility for repairing the heating system typically rests with homeowners, not with the local utility or [redacted], 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.

We reviewed Mr. [redacted] complaint and regret to learn of his dissatisfaction.
0in 10pt;" class="MsoNormal">Per his request, we have added his address to our internal “Do Not Contact” list.  We ask that Mr. [redacted] allow up to 4-6 weeks for the request to be implemented.  In the meantime, Mr. [redacted] may continue to receive solicitations while our system updates our files.
Thank you for the opportunity to respond.  We trust that this response satisfactorily resolves and concludes this matter.

We are in receipt of the complaint filed by [redacted], and regret to learn of his dissatisfaction.On 11/8/2017, [redacted] experienced a breakdown on his dishwasher. The [redacted] (“[redacted]”) had a contractor onsite on 11/16/2017. [redacted] was advised the unit needed to be replaced. The customer was offered a replacement unit or cash equivalent for the existing unit, the customer chose the cash equivalent and was told a check would be sent. On 11/30/2017 [redacted] called to inquire on the status of his check. He was advised the check was sent on 11/21/2017 and that the check should be delivered by 12/5/2017. On 12/7/2017 [redacted] called to inquire again the status of his check as he had yet to receive it.  This information was escalated to [redacted] to follow up with the customer.On 12/28/2017 a Customer Advocate (“CAT”) a reached out to [redacted] after several attempts to reach the customer with no success. [redacted] again advised the check sent on 11/21/2017 should have been received within 7-10 business days. CAT asked if [redacted] could escalate the delay so an update could be provided to [redacted] stated they would inquire if the check had been cashed and provide an answer in 24-72 hours directly to CAT. On 1/1/2018 [redacted] left a voice mail advising he still had not received the check. CAT followed up with [redacted] on 1/3/2018, and assured him per an email from Manuel at [redacted] that the replacement check was sent out to him on 12/28/2017. CAT offered [redacted] a $100 gratuity due to the delay and lack of follow up he had experienced. The $100 gratuity was sent via [redacted] delivery on 1/3/2018 with a tracking number.CAT is currently in contact with [redacted] regarding the delivery of his checks. If [redacted] has any further concerns regarding his complaint, 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 have reviewed the complaint filed by [redacted] and regret to learn of his continued dissatisfaction.
In the process of deploying his service call, [redacted] requested from our agent the [redacted]. license number for each contractor which was scheduled to deploy to his residence. HomeServe agents were willing to assist [redacted] with his request and attempted to provide him with the requested information as quickly as possible. Unfortunately, in relaying that information, a mistake was made. We strive to have all information readily available and apologize to [redacted] for the error.
On 03/03/2015, a member of our Customer Advocated Team spoke to [redacted] regarding his complaint. We expressed our sincere apologies for not meeting his expectations on the service call and for the issues with [redacted] and [redacted]. As we explained to [redacted] was deployed in error and was immediately removed as the assigned contractor. We informed [redacted] that ensuring proper licensing of our contractors was a top priority and assured him that [redacted] Plumbing, who began the repairs at [redacted]’s residence, was properly licensed in [redacted] (holding license #[redacted]).
We trust this response adequately 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. [redacted] assertion that HomeServe is a “shaky profit center” and conducting business that is “slightly shady in concept and presentation” 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.
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.
HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against sewer/septic service line emergencies at their homes. Responsibility for repairing the sewer/septic 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 damaged exterior water service line components. The optional Exterior Sewer/Septic Service Line product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence.
Further, in his/her complaint, [redacted] referenced our use of the [redacted] Water logo. Notably, HomeServe does not present itself as part of any municipality or utility. In fact, our mailers explicitly state: “HomeServe USA Repair Management Corp. (“HomeServe”), with corporate offices located at [redacted], is an independent company separate from [redacted] Water Company and offers this optional service plan as an authorized representative of the contract issuer, AMT Warranty Corp., [redacted]. Your choice of whether to participate in this service plan will not affect the price, availability or terms of service from [redacted] Water Company”. 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.
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] on 10/14/2016. Our CAT agent explained that HomeServe has a business relationship with [redacted] Water under which HomeServe is the warranty provider for [redacted] Water customers, and provides the Exterior Water Service Line coverage (the “Contract”) in which he is currently enrolled. She further clarified that, while the Contract does have a claim limit, the premium payments do not stop when he pays that amount. [redacted] advised that he believes HomeServe is a “profit center” due to the practice of receiving premium payments, even if the amount paid in is in excess of any claim limit. Our CAT agent explained that HomeServe follows the same pattern that other forms of insurance, including homeowners and auto policies, follow for payment methods. Meaning, the coverage is there for the eventuality of a loss, and does not depend on the amount paid in, only the enrollment itself. [redacted] elected to leave his Contract active at this time, however advised that he still has his doubts that the relationship between HomeServe and [redacted] Water is a beneficial for the customers of both companies. If he wishes to discuss the matter further with our CAT agent, he may contact her directly at [redacted].
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We regret to learn that [redacted] is still dissatisfied.
[redacted] contacted us on 7/31/2014. We had a brief conversation, during which we were hoping to clarify discrepancies in the information she has provided in order to determine whether her reimbursement request should be approved. We asked her to clarify the following:
(1)    [redacted] stated that she contacted HomeServe in October 2013 about a heating issue, but we have no such records. We record all customer calls and include notes in customer profiles. 
(2)    Our records do have a phone call placed on 1/7/2014, where [redacted] spoke with a repair management agent to request service for her heating system. On this recorded call, [redacted] was offered a service appointment the very next day, 1/8/2014. [redacted] was not satisfied  with the next-day appointment, and stated that she may retaliate by contacting the Revdex.com.
(3)    The third-party invoice submitted for reimbursement is dated 1/8/2014, coinciding with our service call on record, but it does not list any repairs that are covered under her Preferred Service Plan. The invoice lists maintenance work performed on a water heater (drain down/flushing procedures), which are not services our company offers or covers.
[redacted] declined to clarify any of the discrepancies on her complaint, and instead demanded we reimburse her for the non-covered work. We advised [redacted] that her reimbursement could not be approved with the information submitted, and she abruptly disconnected the call.
We hope this response confirms that we are willing to reimburse [redacted] for any covered repair work. if we somehow failed to meet HomeServe’s high standard of quality and workmanship on one of our service calls. Thank you for the opportunity to respond.

We are in receipt of the complaint filed by Ms. [redacted] and regret to learn of her dissatisfaction.
According to our records, Ms. [redacted] contacted HomeServe on 9/19/2015 and requested cancellation of her Water Service Line and Sewer/Septic Line coverage (the “Contracts”) due to a scheduled...

price increase. Our agent informed Ms. [redacted] that the price increase would not go into effect until the time of renewal, 10/16/2015, and that she could re-contact HomeServe by 10/13/2016 to check for available promotions or to cancel her coverage. Ms. [redacted] agreed and indicated that she would re-contact HomeServe when the Contracts were set to renew.
On 11/05/2015, Ms. [redacted] contacted HomeServe and inquired as to the availability of discounts on the Contracts. Our agent advised that no discounts were available in [redacted] and apologized for the incorrect information that she had previously been provided. Ms. [redacted] understood and elected to continue her coverage. On 12/03/2015, Ms. [redacted] contacted HomeServe again and indicated that she had incurred overdraft fees due to her account being debited on 12/2/2015, rather than 12/3/2015. Our agent advised Ms. [redacted] that the Contracts’ payments had always been debited on the 2nd of each month and apologized for any confusion.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) attempted to contact Ms. [redacted] on 12/8/2015 and 12/21/2015 to discuss her concerns, but was unable to speak with her. In an effort exceed customer satisfaction, HomeServe has processed a gratuity check in the amount of $60.00, representing the overdraft fees incurred by Ms. [redacted]. Ms. [redacted] should receive the check within 10-15 business days. In addition, our CAT agent modified Ms. [redacted]’s payment date so that future debits will be made on the 3rd of each month, rather than the 2nd. Should Ms. [redacted] wish to discuss this matter further, she can contact CAT directly at ###-###-####.
We trust this response adequately resolved this matter and thank you for the opportunity to respond.