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 [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]

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.

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: 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: 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: 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 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: 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 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: 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: 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: 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: I am receiving at least one solicitation from this company each month now and it looks so official when you first read it that you think this is a legitimate document from our water utility company. I find this consistent solicitation not only annoying but an insult to especially the elderly that live in our neighborhood since their official rating in their headquarters location is a "C" rating. They need to stop these mailings and solicit like any other third party mailing that you can easily tell is a solicitation.Desired Settlement: Is there any way to make this company STOP what they are doing?

Business

Response:

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction.

Review: I have a Water Heater Coverage insurance policy with Homeserve (policy# [redacted] in the name of [redacted]). On 12-14-13, my hot water heater began leaking,water ran into the catch pan and out the pipe from the pan to the outside of my house. As soon as I knew there was a problem I called Homeserve about my water heater. The service agreement states they have a 24-hr. emergency service hotline 7-days a week 24 hrs a day 365 days a year. I talked with an operator who told me that they could not send a tech. out until Monday 12-16-13 (2-days later). I was called on 12-15-13 by [redacted] and was told by them that Homeserve contacted them as a local contractor to replace the water heater. Person at [redacted] told me they would be out Monday morning 12-16-13 to fix water heater. On Monday 12-16-13 no one called or came by!! On Tuesday 12-17-13 [redacted] came by and looked at the leaking water heater and said they would be back tomorrow 12-18-13. What about that 24-hr. EMERGENCY _SERVICE_ HOTLINE??? On 12-18-13,[redacted] came back and brought a 40 gal. [redacted] heater after I specifically requested a [redacted]. Heater was taken upstairs to the attic and after a short time they brought it back down stairs and said they had to take it back and exchange, wrong one! They returned later with another heater and finally got it installed, late on 12-18-13(5 days without hot water)! NOW!!! HERE IS THE MAJOR PROBLEM I WANT RESOLVED! THIS REPLACEMENT WATER HEATER COSTS APPROX. $25O. THE HOMESERVE POLICY SAYS IT WILL COVER UP TO $850 FOR REPAIRS! ALSO, STATES NO BILL TO PAY, HOMESERVE WILL SETTLE THE BILL! AFTER MY HEATER REPAIR WAS FINALLY FINISHED, I WAS PRESENTED A BILL FOR $625 FROM [redacted] PLUMBER. I GOT A QUOTE EARLIER FROM LOWE`S AND FOR THEM TO INSTALL HEATER AND I PURCHASE FROM THEM $625(HOMESERVE NOT INVOLVED). IF HOMESERVE AMT. IS $850 AND I HAD TO PAY $625, THE TOTAL AMT. IS $1475 FOR COVERED INSURANCE AND MY CHECK OF $625. HOW CAN IT COST $1225 TO INSTALL A #250 WATER HEATER! I WANT HOMESERVE TO PAY AND $625 REFUDDesired Settlement: I was charged $625 over and above what my Homeserve policy was suppose to cover (up to $850 for covered repairs)! I did some checking and I could have [redacted]s install same water heater and never have to leave my house, bought, delivered and installed for $625! I am 85 years old and I think this was some sort of scam or, like I told the plumber a rip-off! My Homeserve policy would of taken care of this repair well under the maximum amount that they advertise $850. I want my $625 back!!!!!

Business

Response:

Thank you for bringing Ms. [redacted]’s complaint to our attention. We regret to learn of her dissatisfaction.

Review: I have received two direct ACH withdrawals by Homeserve from my personal checking account. Both withdrawals were in the amount of$16.47. They were made on 9/1/15 and 12/2/15.

Although I do recall replying to an unsolicited email describing their insurance or warranty coverage for water main failure, I do not believe that I ever authorized any direct withdrawal from my personal bank account. I do not allow any third party direct access to my bank accounts.

I would like to know how they obtained my account number and gained direct access to my account.

I would also like to immediately suspend whatever warranty coverage I am currently paying for until there is a full resolution of this matter and end all direct withdrawals from my bank account.

Thank you!

[redacted].[redacted]Desired Settlement: I would an explanation for how this company was able to gain direct access to my checking account and withdraw money from it. I also request reassurance that this will never happen again.

Business

Response:

We are in receipt of the complaint submitted by Mr. [redacted] and are sorry to learn of his dissatisfaction.

A review of our records indicates that Mr. [redacted] was enrolled in our optional Exterior Water Service Line Coverage (the “Contract”) on 7/24/2015 following our receipt of his completed postal enrollment form (enclosed). On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing option and elected to make quarterly payments, in the amount of $16.47, for the Contract using the bank account information submitted with his enrollment form. Notably, the following authorization language is included in the “EZ-PAY” section of the enrollment form: “I authorize HomeServe to charge my account for Exterior Water Service Line Coverage at the frequency specified and my financial institution to debit these payments from the account provided.” (Emphasis added).

On 12/7/2015, Mr. [redacted] contacted HomeServe and requested cancellation of the Contract. Per his request, the Contract was cancelled effective immediately and HomeServe processed a pro-rata refund in the amount of $14.40 into Mr. [redacted]’s bank account on 12/9/2015.

We trust this response adequately resolved this matter 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, however, it should be pointed out that the permission to "charge my account" might reasonably be interpreted as "charge to my Home Serve account." The request by Home Serve to have the initial payment made by personal check, in combination with the supposed permission to directly access my personal bank account, gives this company about which I know nothing, all the account information needed to directly access my personal savings account. While the explanation provided by Home Serve indicates no illegality, it does not adequately reveal the fact that the online application for service contains vague and easily misconstrued language. I have absolutely no doubt that this obfuscation is deliberate.