HomeServe USA Corp.

We are in receipt of Mrs. [redacted] complaint and regret to learn of her dissatisfaction.
Our records indicate that Mr. [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 4/23/2014. On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing...

option and elected to make annual payments for the Contract. Notably, the authorization in the EZ-PAY billing section provides: “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 price.” (Emphasis Supplied).
HomeServe mailed a renewal notice (enclosed) to Mr. [redacted], notifying him that the Contract would automatically renew on 4/23/2015 at the then-current contract price, $65.88. The renewal notice also provided a toll-free number Mr. [redacted] could use should he desire to cancel the Contract. On 4/23/2015 Mr. [redacted] coverage automatically renewed and on 4/29/2015 HomeServe processed Mr. [redacted] $65.88 annual payment.
On 5/6/2015, Mr. [redacted] wife contacted HomeServe regarding the $65.88 charged for the Contract. Our agent explained the above to Mrs. [redacted]; at this time, Mrs. [redacted] requested that our agent cancel the Contract. Per her request, the Contract was cancelled effective immediately, and on 5/11/2015 a $65.88 refund was processed into the bank account on file for the [redacted]s’.
We trust this matter has been resolved to Mrs. [redacted] satisfaction, 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 Mrs. [redacted] and regret to learn of her dissatisfaction.
Mrs. [redacted] enrolled in our optional Premier Heat Plus Plan (the “Contract”) on 10/7/2015 via web enrollment. During the enrollment process, Mrs. [redacted] elected to make monthly payments for the...

Contract using the bank account information submitted with her enrollment form. On 11/8/2015, HomeServe attempted to debit Mrs. [redacted]’s account; however, the transaction was rejected by Mrs. [redacted]’s bank and no payment was remitted. After two additional debit attempts on 11/11/2015 and 11/14/2015, the Contract was suspended.
On 11/15/2015, Mr. [redacted] contacted HomeServe and requested a service call under the Contract. Our agent advised Mr. [redacted] that the Contract was suspended due to several failed payment attempts, and that he should contact HomeServe during normal business hours to update his payment information. On 11/16/2015, Mr. [redacted] contacted HomeServe and updated his payment information; thereafter, HomeServe deployed a technician to his residence who repaired the malfunctioning thermostat.
On 1/6/2015, a HomeServe Customer Advocacy Team (“CAT”) agent spoke with Mr. [redacted] regarding his wife’s complaint. Mr. [redacted] expressed his frustration with not being contacted following the failed payment attempts, as well as his inability to update his payment information online. Our CAT agent apologized and advised Mrs. [redacted] that HomeServe was in the process of dispatching a letter regarding suspension of the Contract, but Mrs. [redacted] updated that information prior to the letter being sent. Mr. [redacted] was also informed that HomeServe was in the process of upgrading its online services to enable customers to update account information. Our CAT agent offered to reimburse Mr. [redacted] the cost of the thermostat purchased by his contractor following our receipt of an invoice. Mr. [redacted] accepted and thanked our agent for the call.
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]’s complaint is that when he tried to cancel his coverage, he was not able to speak to anyone to complete the cancelation, so he gave up.  According to our records, [redacted] enrolled in...

Exterior Water Service Line via [redacted] on May 4, 2017.   On February 6, 2018, the date the complaint was filed, [redacted] called HomeServe, at about 2:40pm was transferred to a HomeServe cancelations agent and successfully cancelled coverage.   In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted].  On February 7 and February 8, 2018 the CAT agent left several voicemails for [redacted] confirming the coverage was cancelled successfully according to [redacted]’s request.  The CAT agent was not able to speak to [redacted] directly and sent [redacted] a no-contact letter. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:How long does it take not to stop the calls?  We do not feel it should take 30 days for the calls to stop.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:i sent pictures of my sewer repair on my propertywith in my property lines how come nothing was said about pictures showing where repairs were made of bkn pipe there were faxed to Revdex.com to show proof of area of repair. This company is completely wrong in how they did me as a customer
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It contains incorrect information regarding my account. The account was not suspended and was paid in full. Home Serve knows this and failed to admit there error. As I result I can not recommend this business to anyone. Beware if your considering HomeServe they are not an honest company. They take your money and then refuse to provide the service using the excuse that your account is somehow mysteriously suspended for some unknown reason. I thank the Revdex.com for attempting to assist in this issue. At this point I am requesting no further action.
Sincerely,
[redacted]

We are in receipt of the complaint filed by Mr. [redacted], and regret to learn of his dissatisfaction.
According to our records, on 11/18/2016 Mr. [redacted] contacted HomeServe to report a backup of his external sewer and requested a service call under his Sewer/Septic Line Coverage (the “Contract”)....

HomeServe deployed [redacted] (“[redacted]’s”) to Mr. [redacted]’s home, and they were onsite the same day. While onsite [redacted]’s identified that Mr. [redacted]’s sewer line was no longer blocked, because Mr. [redacted] had already contracted separately with [redacted] to clear the back up. As a consequence, there was no need for further repairs, the sewer was flowing properly. Mr. [redacted]’s Contract states “WHAT’S COVERED: We will arrange and pay for the repair or replacement of a leaking or permanently blocked Exterior Sewer Service Line or Exterior Septic Service Line supporting a Residential Property, for which You have sole responsibility.”
In his complaint, Mr. [redacted] states that he has damage to his home due to the issue. HomeServe is not liable for the damages to his home, the Contract states “WHAT’S NOT COVERED: We will not be responsible for any of the following: . . . 3. CONSEQUENTIAL OR INCIDENTAL DAMAGES, INCLUDING, BUT NOT LIMITED TO , ANY DAMAGES NECESSARY TO REASONABLY ACCESS THE REPAIR AREA;” In addition, HomeServe deployed [redacted]’s to Mr. [redacted]’s property the same day, there was no delay in the deployment.
In response to this complaint, on 12/5/2016 a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with Mr. [redacted]. Our CAT agent clarified with Mr. [redacted] that there was not currently a backup in his sewer line. Mr. [redacted] explained that he wanted the sewer line pipes to be replaced to prevent a backup in the future. Preventative maintenance is not covered by the Contract, as mentioned above the Contract covers “the repair or replacement of a leaking or permanently blocked Exterior Sewer Service line”. Our CAT agent explained this to Mr. [redacted], and per his request cancelled all coverages in which he was enrolled.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Review: I was billed for insurance services on my sewer line which I never authorized. When I called to explain the mistake I was told that I needed to call a third party. The water company also told me that I have to pay the charge regardless even though I did not authorize it because it shows up on the bill. It is unethical for a utility service to bill me for something a third party claims I owe. They should not force me to pay for something that has nothing to do with their service.

customer service refuses to help and forces me to call this insurance company in another state. Bad business practices.Desired Settlement: The money I have been wrongly billed refunded and a review of bad business practices against fraudulent charges.

Business

Response:

Dear [redacted]:

Thank you for bringing this matter to my attention. I sincerely apologize for the inconvenience this matter has caused you. Enrollment and cancellation in the warranty programs that we bill for should be simple and stress free. I have followed up with the telephone representatives that you spoke with and re-trained on appropriate handling of such issues.

I have also contacted Home Serve on your behalf and requested that the service be cancelled and all charges refunded. It is important that we get Home Serve involved as the warranty program is something they manage. L[redacted] simply acts as a billing agent for ease of payment.

You should receive a credit for the full amount of the charges so feel free to pay your current bill less the Home Serve charges. If you have any questions or concerns, please do not hesitate to contact me directly.

Sincerely,

Manager, Customer Care

Business

Response:

We reviewed the complaint filed by [redacted], and are sorry to learn of his dissatisfaction.

Review: The company keep sending me these letters to take out insurance on my water line from my water meter to house. just wonder is this company legeimate. if so have them quit sending me these letters.Desired Settlement: want to know if this is an legimate company or a scam

Business

Response:

We reviewed Mr. [redacted]’s complaint and are sorry to learn of his dissatisfaction with our optional Exterior Water Service Line Coverage 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 2.7 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.

Our mailers are intended to inform potential customers of the services we offer that have been an enormous help to tens of thousands of homeowners, including those in the state of South Carolina, where Mr. [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.

We encourage Mr. [redacted] to read the information carefully and consider if HomeServe’s offer will be of benefit to him. We have added his address to our internal “Do Not Mail” list. We ask that he please allow 4-6 weeks for mailings to his address to cease. In the meantime, he may receive a prescheduled mailing as we update our files. We thank him for his patience.

We hope this response will provide Mr. [redacted] with a better understanding of the offer and potential benefits our products and services provide for South Carolina homeowners like him, and that you will reassure Mr. [redacted] that the offer and our company are legitimate.

Consumer

Response:

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,

Review: I was sent a mailer from Home Serve about coverage for the home I just purchased. The coverage was only $3.99/mo to cover what I though were the water lines from my home. However, that coverage only applies to the water line. It DOES NOT apply to the sewer line. 2 years into owning my home I had a $3,700 repair that was not covered. While I understand I should have done more research, my warning to future customers is this... IF YOU RECEIVE A MAILER from them about coverage, make sure to call the office rather than just mail the form back in. Get coverage for both sewer and waterDesired Settlement: split cost of repairs $1,850. I feel they should place a call to consumers who sign up that more coverage is available. There initial mailer does not provide the option of having both water line and sewer line coverage. It also should specifically state that you will not have coverage for sewer.

Business

Response:

We have reviewed the complaint filed by Mr. [redacted] and are sorry to learn of his dissatisfaction.

According to our records, Mr. [redacted] received a postal solicitation from HomeServe for our Exterior Water Service Line service contract (the “Contract”). Notably, the solicitation Mr. [redacted] received for the Contract included the following language: “As part of our commitment to WaterOne customers, we want to keep you informed of your responsibilities as a homeowner. WaterOne is responsible for installing, and continuing to maintain, the water main in the street. Your water service line branches off the water main and is your responsibility from your property boundary to the foundation of your home.” (Emphasis added). Mr. [redacted] signed enrollment form was returned to HomeServe and processed on 12/6/2013.

On 3/26/2015, Mr. [redacted] contacted HomeServe and advised our agent that he had contacted [redacted] after observing a clogged shower drain in his home. Onsite, [redacted] performed a camera inspection of the line which revealed a broken drainage pipe. [redacted] provided Mr. [redacted] with a repair estimate of $3,750. Our agent advised Mr. [redacted] that sewer/septic lines were not covered under the Contract. Mr. [redacted] also inquired about enrolling in HomeServe’s sewer/septic line coverage. Our agent advised Mr. [redacted] that our customer service department could enroll him, but noted that there would be a 30 day waiting period before he could make any claims.

In response to this complaint, we have reviewed Mr. [redacted] account. HomeServe stands by its position that the damaged sewer/septic line is not covered by the Contract. We encourage the recipients of our postal solicitations to read the information carefully and consider if HomeServe’s offers will be of benefit to them.

We trust that this response clarifies HomeServe’s position and thank you for the opportunity to respond.

Consumer

Response:

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,

Review: Mr [redacted] took out a contract with HomeServe USA back in 2010 for his mother's residence . HomeServe has been automatically deducting the annual fee out of his account each year, as per the contact states. Mr. [redacted] mother has recently passed and Mr [redacted] no longer needs to purchase this water/sewer protection for his mother since she has died. The contract is in Mr. [redacted] name but Mr [redacted] called HomeServe and this company is stating that he cannot cancel his contract UNLESS he furnishes either a power of attorney for his deceased mother or a land tax invoice for the insured residence on the contract. Power of attorney is unobtainable and unnecessary since the contract is in Mr. [redacted] name and he SHOULD be able to cancel his contract with HomeServe since the funds are being automatically withdrawn out of Mr. [redacted] bank account each year.Desired Settlement: full refund of current renewal year charges AND cancellation of contract with HomeServe USA.

Business

Response:

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.

Consumer

Response:

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,

Review: I had a sewer backup.they sent a company to repair issue.company made mistake fixed 9 feet down when problem was 9 feet away from cleanout.acknowledged mistake but will not complete job.contacted a few times.say super will but never calls.Desired Settlement: Come back and do correct job.any plumber can see the issue.they saw it but was 6 pm so wanted to leave.

Business

Response:

We are in receipt of complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on 11/9/2015 to discuss his concerns with the sewer line repair completed by [redacted] on 10/30/2015. He stated that although he is not currently experiencing a problem, he believed that [redacted] repaired the wrong section of line. Our CAT member dispatched [redacted] to Mr. [redacted]’s home on 11/13/2015, during which [redacted] found that a repair of an additional 9 feet of sewer line was needed. Mr. [redacted] was advised of that and appreciated HomeServe’s effort to rectify the situation. Mr. [redacted]’s repair is scheduled for 12/2/2015.

We thank Mr. [redacted] for his patience and thank you for the opportunity to respond.

Consumer

Response:

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

For the sake of clarification I would like to note that they are somewhat being inaccurate in what happened.They are stating they see they now need to do more etc... They never did the right thing to start.They are coming to fix what they never fixed.Lets call a spade a spade or a pipe a pipe!

Sincerely,

Review: trying get through to the customer service; I think the pilot is out within my household and I am not receiving heat; would like to get someone to come out and fix the issue but cannot get through to anyone.Desired Settlement: to receive a call back or my situation handled

Business

Response:

Thank you for bringing Ms. [redacted]’ concerns to our attention.

Review: When a water pump was installed the water was shut off to the humidifier damaging the unit. They have failed to get back to me and failed to act in a timely manner to fix the problem.Desired Settlement: I want the unit to be replaced and fixed since they damaged the unit..

Business

Response:

We have reviewed the complaint

filed by [redacted] and are sorry to learn of his dissatisfaction.

[redacted] contacted HomeServe on

1/5/2015 to report issues with his humidifier and was advised that he would

receive a call back from a Field Operations Supervisor within 24 - 48

hours. On 1/6/2015, a Field Operations

Supervisor returned [redacted] call and scheduled an appointment for a

technician to assess the situation on 1/8/2015.

Our technician inspected the

humidifier on 1/8/2015 and determined that the humidifier required replacement

due to a burned out water valve.

The replacement humidifier was installed

on 1/13/2015. HomeServe contacted [redacted] on 1/13/2015 to apologize for any confusion and to follow up with him

regarding any remaining concerns. [redacted] indicated that he was satisfied with the repair and installation.

We trust this response resolves

this matter and thank you for the opportunity to respond.

Review: This is the 2nd letter I have received from this company about buying insurance to cover external water lines on residential property. It has a reply date of March 30, 2015. Since I did not respond to the first request, I would think the company would cease sending letters to my address. I do not want the insurance and do not need it. It bothers me that the company represents itself as an entity of [redacted], Tn. by referring to [redacted] Water Service Responsibility. We do not have a [redacted] Water Service in my area. The letter is misleading and false. It is signed: [redacted], Chief Operating Officer of HomeServe. It requests a response within 30 days.Desired Settlement: I want the letters to stop.

Business

Response:

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.

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]’s address, [redacted], to our internal “Do Not Mail” list. We ask that [redacted] please allow up to 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 our mailers and services, and thank you for the opportunity to respond.

Review: Hello,I am receiving information in the mail from a HomeServe USA Repair Management Corp, "Homeowners Water Service Line," [redacted], asking me to PAY $5.49 a month or $16.47 per quarter or $65.88 per year to have Exerior Water Service Line coverage. The letters are signed "[redacted], Homeserve"Can you please investigate this company and stop them from sending this info in the mail to homeowners?Thank youDesired Settlement: DesiredSettlementID: Other (requires explanation)

Please send a STOP letter to this "company" who is soliciting $ from homeowners to take care of their water service line.

Business

Response:

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our optional 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 [redacted] (“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 Tennessee 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. We ask that she please allow up to 4-6 weeks for the request 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.

Review: We have carried HomeServe USA since 2010. My water heater was leaking, so I called them to have it looked at. They called in [redacted] & [redacted] of [redacted] to look at it. The service person came the next day. We told him that our son-in-law installed the water heater. He has a license for cooling & heating & installs them reguarly. The service person said he thought the leak came from a valve & replaced the valve. Two days later we went down in our basement & part of the area was all wet again. We found out that the service person had not plucked in a electrical cord needed for the water heater, this was the reason for the new leaks, we assumed.. We called [redacted] & they had the service person bring in a fan, to try the carpet and floor. I assumed they would have sent in a professional fan, but just brought a floor model, anyone can purchase. We went down a few days later & it was dry again. So we CANCELLED the service with HomeServe, becasue we asumed the leak had been taken care of. A few days later we went down to the basement & it was still leaking. We had a plastic holder on the bottom of the heater, which caught most of the water this time. We called or son-in-law back over & he said there was a leak in the bottom of the heater & it could not be repaired. It would need to be replaced. We phoned HomeServe & they said they could not do anything about it, because we had cancelled the contract. We argued & said when the inital problem was found, we were still under contract. After not giving up, they said they would forward the complaint higher up & get back to us. About 2-3 days later I got a call from Tania @ XXX-XXX-XXXX, who said she understood what we were saying & get with her Supervisor & get back to us. She called a few days later, to say she was still workin on it & that she had to get with the [redacted] to see what they had to say. Approx 2 days later she called to say they spoke to Munier & could not do anything about it. This is crazy!

Desired Settlement: DesiredSettlementID: Replacement

I would like for them to pay for a new hot water heater.... When we initally called with the problem, we did have their service. We thought the problem had been taken care of, cancelled the contract, then had more problems because it wasnt taken care of correctly the first time. I called Munier this morning & they said there is nothing they can do about it. I feel like I have totally been taken advantage of by a large busines...

Business

Response:

Business Response /* (1000, 5, 2013/08/12) */

Thank you for bringing Ms. [redacted]'s concerns to our attention. We regret to learn that Ms. [redacted] expressed dissatisfaction with her water heater repair.

According to our records, Ms. [redacted]'s water heater was serviced by a HomeServe network contractor, for repair of a leak on 6/21/2013. At the time of service, the contractor reported that the drain pan was full with water, and that the leak had been repaired.

On 6/24/2013, Ms. [redacted] called HomeServe to cancel the water heater contract, stating that she no longer wanted the coverage.

On 7/18/2013, Ms. [redacted] called our call center and requested that HomeServe pay $300 toward a replacement water heater, based on her previous contract with HomeServe. She was advised that due to the fact her contract was cancelled, we were unable to honor any benefits of the contract.

After further review of the claim, we noted some missed opportunities by the contractor during the diagnosis of the water heater's condition, which were not reported to us at the time of service. We contacted Ms. [redacted] and offered to send a different contractor to her home to re-assess the condition of the water heater. Ms. [redacted] informed us she had replaced the water heater, and we requested she forward the invoice to us for review and possible reimbursement. Following our review, we agreed to reimburse Ms. [redacted] the total invoice amount of $335, as a goodwill gesture, and for the missed opportunity to provide the level of service expected of our contractors. We have since addressed this matter with the contractor, and believe it to be an isolated issue.

Ms. [redacted] is satisfied with the resolution of the matter. We trust that this response provides clarity. Thank you for allowing us the opportunity to respond.

Consumer Response /* (-5, 11, 2013/08/15) */

I did receive the reimbursement check today. thank you so much for your help...

Review: Iam continuing to receive a sign up plan for insurance that I already am cover for with my home owners insurance, but the flier they send starts out saying Iam not covered, This is out right fraud,and manipulation,, for countless Iowans who are elderly , and disabled like me, I live on a fixed income and these parisites will not stop trying to defraud me and others in my neighborhood,The address and phone number you have for home serve is incorrect, PH# [redacted],address is not stamforn CT. it is [redacted] whitch means this is a fedral crimeDesired Settlement: Please contact the Attorney General and put these people out of buisness, they are using the US mail for this scam and federal laws should apply,, Iam avalible for any court date or deposition, and have saved the missinformation I have been sent over and over by them

Business

Response:

Thank you for bringing [redacted] concerns to our attention. However, Mr. [redacted] has no basis for accusing HomeServe of fraud or alleging that our marketing practices are a scam.

The mailer Mr. [redacted] received clearly states that his exterior water service line is not covered with Water Service Line Coverage from us. In City Rapids, Iowa, the responsibility of repairing water service lines rests with the homeowner, not with the local utility or government, and most basic homeowners’ insurance policies do not cover the costs of repairing or replacing a broken service line. HomeServe is a part of an emerging service industry that offers homeowners a low-cost program to cover such costs. In fact, HomeServe has provided over $100 million in services to its customers, representing more than 600,000 service jobs, over the last three years.

Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area. These mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners to date. HomeServe does not target recipients of these mailers on the basis of age, physical capabilities or their socioeconomic status.

We encourage all homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. A toll-free number ([redacted]) is provided for those who may have additional questions. Homeowners who purchase the coverage have 30 days to review the plan to decide if it is right for them. If they choose to cancel within that time frame, or if they have duplicate coverage provided by others, they are entitled to a full refund.

Lastly, the telephone number and address are not incorrect. HomeServe USA, which has been in operation since 2002, was headquartered in Stamford, Connecticut until November 25th when we moved our corporate office to Norwalk, CT. HomeServe’s mailers contain return addresses to state-specific post office boxes that we maintain to properly sort and direct the thousands of parcels we receive every month nationwide from prospective customers like Mr. [redacted].

We regret that the mailer may have caused Mr. [redacted] any inconvenience. As a courtesy, we have removed Mr. [redacted]’s address from our mailing lists. Please note that, although the address has been removed from our list, it may take up to 30 days for the information to be completely removed from all mailing files.

We trust this response satisfactorily resolves the matter. Thank you for allowing us the opportunity to respond.

Consumer

Response:

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,

Donald [redacted] and it totaly disreguards any of the major fraud , and out right manipulation , they call buisness common practice,, you are dooping the poor and the ederly ,, you will not stop untill you are fined ,, I vote they beheal finacialy reponcible for the interstae traficing of knowingly fraudulent material by federal mail,,I am ready to go to court, to stop this once and for all

Review: I noted a debit on my [redacted] account in the amount of $65.88 with a transaction date of 05/01/2015 paid to Home Service USA. I have never been in contact with this company and do not know what the transaction amount is for and DO NOT KNOW HOW THEY WERE ABLE TO DEBIT MY ACCOUNT!Desired Settlement: I want a refund of my $65.88 and an explanation on how this Home Service USA company was able to debit my bank account without my consent.

Business

Response:

We are in receipt of Mr. [redacted] complaint and regret to learn of his dissatisfaction.

Our records indicate that Mr. [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 4/25/2014. On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing option and elected to make annual payments for the Contract. Notably, the authorization in the EZ-PAY billing section provides: “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 price” (emphasis added). A copy of Mr. [redacted] Acceptance Form is enclosed for your reference.

HomeServe mailed a renewal notice (enclosed) to Mr. [redacted], notifying him that the Contract would automatically renew on 4/25/2015 at the then-current contract price, $65.88. The renewal notice also provided a toll-free number Mr. [redacted] could use should he desire to cancel the Contact. On 4/25/2015, Mr. [redacted] coverage automatically renewed and on 5/1/2015 HomeServe processed Mr. [redacted] $65.88 annual payment.

In response to this complaint, a member of our Customer Advocacy Team spoke with Mr. [redacted] to provide clarification regarding his enrollment. Mr. [redacted] stated that he had forgotten about enrolling in the Contract and apologized for the complaint. He requested that the Contract be cancelled, which we did on 5/12/2015 and a $65.88 refund was processed. According to our records, Mr. [redacted] refund was returned to his checking account on 5/14/2015.

We trust this matter has been resolved to Mr. [redacted]‘s satisfaction, and thank you for the opportunity to respond.

Consumer

Response:

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,