HomeServe USA Corp.

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.

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 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 am a year old, handicapped womanI bought a service plan for my heater from HomeServe which states that it would give me priority, emergency service in the event of a system breakdownI've held this policy with HomeServe since 2012, when they bought out [redacted] with whom I had carried a policy for decadesOn the 2nd of November, 2014, my heater broke downThis was the first time I ever had to call HomeServe for an emergency heat issueThey said they could not come for two daysThis is cold, November weather, and this is a heating emergencyI told them that the length of the wait was unacceptableThey said they could not service the heater any soonerI ended up calling a local company and they were able to come out within an hourI am an elderly, handicapped woman, if I had been forced to wait for two days with no heat, that would have also been a health emergencyI think all elderly people should be warned that this company is not reliable in an emergency.Desired Settlement: I want people to be informed that this company is not reliable in an emergency
Business
Response:
We reviewed the complaint filed by Ms[redacted] and are sorry to learn of her dissatisfaction
On 11/2/2014, Ms[redacted] contacted HomeServe and advised that she had no heat and requested a service call to restore her heating unit's functionalityUnfortunately, our agent failed to expedite the service appointment and scheduled a contractor deployment on 11/4/Ms[redacted] contacted us again on 11/2/and advised that she had called a 3rd-party contractor who had already remedied the issue
On 11/11/2014, in response to this complaint, we contacted Ms[redacted] and explained that our agent had erred in failing to expedite her service requestWe offered to reimburse Ms[redacted] for her repair expenses and provided the appropriate mailing address to expedite the process
We trust this matter has been resolved to Ms[redacted]'s satisfaction
Thank you for the opportunity to respond

Review: I called HomeServe on Monday, June 15,2015 to place a service call to come and get one of our water pipelines fixed. I told them our problem, they recorded my information and they told me they would go ahead and process our claim. On Tuesday, one of their contractors contacted us and told us they would come by our house between the hours of 9am-1pm Thursday, June 18, 2015 to check out the problem. So we "assumed" everything was ok. Here is Thursday morning, around 9:45 and we get a call from HomeServe saying that they would not be able to send someone to check the issue at our home because we have already made our 2 allowed service calls /per year. This is unacceptable!!!! I had to call my boss and tell her I was going to be late because a plumbing company was going to be at my house and my mother had to miss work. I am furious because of the lack of communication from this company. Here we are, with no water running to our home for 4 days, we've had to go relatives homes to take showers. Why weren't we notified of this issue (we have already met our 2 service calls/year) the day that I called Homeserve about our situation instead of the same day they said they would come out and check on our plumbing. This has been very inconvenient for us. If they would of told us this on Monday, we could have done something about it and we wouldn't be in this situation right now. Now we have to go a couple of more days until we can find someone who can fix our problem because of the lack of communication from Homeserve.

Business

Response:

We are in receipt of the complaint filed by Mrs. [redacted] and regret to learn of her dissatisfaction regarding her recent service call.

On 6/15/2015, Mrs. [redacted] contacted HomeServe and stated that a pipe was leaking under her home and requested a service call. HomeServe deployed the job to [redacted] (“[redacted]”) and a service call was scheduled under Mrs. [redacted] Exterior Water Service Line contract (the “Exterior Contract”).

On 6/18/2015, [redacted] contacted HomeServe and informed us that the leak was attributable to one of the interior systems of Mrs. [redacted] residence, not the exterior water service line. A HomeServe agent immediately contacted Mrs. [redacted] and advised her that the issue she was experiencing was not covered under the Exterior Contract. Our agent informed Mrs. [redacted] that she also had Internal Plumbing & Drainage coverage (the “Internal Contract”), but that she had already reached her maximum number of service calls for the current coverage term. Our agent informed Mrs. [redacted] that HomeServe could send [redacted] to her residence, but she would be responsible for the cost of any repairs. Mrs. [redacted] declined this offer and the call ended.

Mrs. [redacted] contacted HomeServe again the same day and expressed her dissatisfaction. Our agent apologized to Mrs. [redacted] for the inconvenience and advised her that [redacted] could still come out and perform any repairs on a self-pay basis. Mrs. [redacted] declined and requested to speak to a supervisor. Mrs. [redacted] was transferred to a Case Manager who relayed the same message and offer.

We trust this response provides Mrs. [redacted] clarification regarding her service call, and thank you for the opportunity to respond.

Disregard last review form me.....wrong review on my part...HomeServe USAdid great by me review was for wrong corporation.

Review: HomeServe's inability to perform their duties has resulted in my having no water whatsoever from 1:24 pm Friday, July 25, 2014, until sometime the following Monday.I had a break in my main water supply line and had to call my local water company to shut off service entirely. I called HomeServe. As usual, I was left on hold for a very long period of time; never did talk to anyone, and had to call back and go through the customer service number instead of the so-called 24 hour emergency hotline. I was told I would hear from someone within 2 hours. (I stupidly assumed this would be a plumber). HomeServe called later (I don't know how much later) and said they were still trying to find a plumber. I was very upset already, thinking I was going to have a plumber at my house within a few hours from calling. The girl even asked me if I knew of any local plumbers. I told her my phone book was full of them and they all advertised 24 hour emergency service and that was her job to find one and get them to my house. I told her the water company could only turn my water back on until 8:00 pm. No response. I called back and was told they were still trying to find someone. They told me one plumber they spoke with said they were booking for NEXT WEEK. This company is supposed to have a network of repair people.After I CALLED - no contact from them - many more times they said they had a company, one I had dealt with on an electrical issue previously, who didn't call me back when they were supposed to for 2 weeks - who SHOULD BE ABLE to come SOMETIME tomorrow - Saturday. At this point, I'm out of service for 6 1/2 hours and the 8:00 deadline is fast approaching.I called [redacted] and they were at my house within the hour. By this time, it's too late to get the water turned back on by 8:00 PM. I'm probably without water for the entire weekend. Not sure if they can come or not. I live alone, cannot go out in case I miss them and I have no water and no one to call to get me some.Desired Settlement: During one of my many phone calls to HomeServe I asked if I could be reimbursed for the [redacted] repair bill and they refused saying they had a plumber coming on Saturday between 10:00 am and 3:00 pm. No one with HomeServe ever told me any time frame for Saturday, nor could they say for sure the plumber was coming at all.I want to be reimbursed the $174.94 [redacted] bill and an additional $500 for my inconvenience of being without water for the entire weekend with no way to get any.

Business

Response:

We have reviewed the complaint filed by [redacted], and regret to learn of her dissatisfaction with her service call.

Review: [redacted] sends letters to their customers with the heading "IMPORTANT INFORMATION". It is clearly shown to come from [redacted]. However, it is for an insurance service from a company, HOMESERVE, which operates out of the US. I signed up for their service, using my credit card, then decided I did not want it and called and cancelled a few weeks later. I continue to be billed months after I cancelled. [redacted] has teamed up with this dishonest company and so takes some responsibility in how they are treating their customers. I am now in a nightmare trying to get the service cancelled and get my money back, in addition to stopping them from charging me every month for a service that I cancelled.Desired Settlement: I want [redacted] to stop associating their name with this dishonest company and want them to help to get my money back, plus get them to stop charging my credit card month after month.

Business

Response:

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

Our records show this account is in the name of [redacted]’s spouse. On 5/5/2014, [redacted] and [redacted] enrolled in the Exterior Water Service Line, Exterior Sewer/Septic Line, Interior Plumbing and Drainage, and Water Heater Repair and Replacement Insurance policies via telephone. A credit card was used to pay the monthly fees for each contract. On 5/6/2014, [redacted] called to cancel the policies, but was informed the named policyholder, [redacted], must call to process the cancellation. [redacted] called later that day and requested the cancellation of the Exterior Water Service Line, Exterior Sewer/Septic Line, and Interior Plumbing and Drainage Insurance policies only, leaving the Water Heater Repair and Replacement Insurance policy active.

Payments for each policy had already been processed on 5/6/2014 prior to her call. Refunds to her credit card were issued on 5/8/2014 for the Exterior Water Service Line and Exterior Sewer/Septic Line Insurance policies. However, no refund was processed for the Interior Plumbing and Drainage Insurance policy.

On 7/14/2014, [redacted] called HomeServe and asked to cancel her Water Heater Repair and Replacement Insurance policy so the policy was cancelled effective immediately, and there were no further payments processed.

In response to this complaint, we have processed a refund for the for the Interior Plumbing and Drainage Insurance policy.

We trust [redacted] is satisfied with our resolution, and 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.

However, there were some mistakes in their response. The complaint was due to them charging MY credit card for MY insurance policy that was cancelled, not [redacted]'s.

I have a house at [redacted] that the complaint was revolving around. They charged my credit card even though the service was cancelled long before.

Review: I purchased a HomeServeUSA heating system warranty through my electric company ([redacted]). This agreement was to cover my heating system as well as my water heater in my residential home. On On 9/1/2015, my electric water heater began to leak from the bottom of the unit. I immediately contacted my plumber who told me that 80 gallon electric water heaters are no longer made and that if I was going to go with propane that it would make sense for me to go with a tankless water heater. I purchased the [redacted] RL94EP tankless water heater and had it installed by my plumber, as an emergency call. I called HomeServeUSA and asked them how I would get reimbursed for my expenses, and they asked me to send my receipts to [redacted].com, which I did on 9/16/2015.

On 9/23/2015, I called HomeServeUSA to follow up on my reimbursement, and they told me that my water heater is NOT covered, only my heating system is. All the paperwork that I have from HomeServe tells me that my water heater IS covered.Desired Settlement: I would like HomeServeUSA to reimburse me for the cost of repairing/replacing my electric water heater under the terms of our agreement.

Business

Response:

We are in receipt of Mr. [redacted]’s complaint and are happy to report that we have resolved this matter to his full satisfaction.

According to our records, Mr. [redacted] received a mail offer from HomeServe for a Heating System Repair plan (the “Contract”). Mr. [redacted]’s signed enrollment form was processed on 12/31/2014. On 9/11/2015, Mr. [redacted] called HomeServe to advise our agent that after observing that his water heater was leaking, Mr. [redacted] had his own contractor replace the water heater and was seeking reimbursement. Our agent advised Mr. [redacted] that water heaters were not covered under the Contract.

On 10/1/2015, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] to discuss his concerns. There was some confusion as to what was covered and due to his dissatisfaction, Mr. [redacted] requested for the Contract to be cancelled. Per his request, the Contract was cancelled on 10/1/2015 and a refund check in the amount of $83.93, representing the full cost paid toward the Contract, was issued. Mr. [redacted] should receive the gratuity check within 3-5 business days.

We appreciate Mr. [redacted]’s patience in resolving 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. In addition, I wish to say that HomeServe's programs are very confusing and misleading, even to their own admission. Clarity and proper communication goes a long way. Much grief and dissatisfaction could have been avoided had the company been truly honest in the wording of the documentation of their offerings.

Sincerely,

Review: I am not sure if this is an advertising issue or not. My address recieved a notice to another household member that is not the owner of the property. Asking to give credit card information in return for insurance on the water service line. The address provided is not one of your offices listed here. They gave a website homeservecoverage.com and a toll-free number 1-877-444-7750 to call. I am leery of doing either which is why I came to the Revdex.com. If this is a legitimate offer from your company you should have the correct owner of the property as recorded on the deed. If it is not you should know that someone is using your name to defraud people.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like verification that this is not a scam. Thank you. If I do not here from you within a week I will bring this matter to the Attorney General's office and local police. Thank you for the prompt attention to this matter.

Business

Response:

Business Response /* (1000, 11, 2013/06/14) */

Thank you for bringing this matter to our attention. We regret to learn of any dissatisfaction expressed by Ms. [redacted].

As you know, utilizing standard direct-marketing methodologies, HomeServe USA Corp. ("HomeServe") periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. These mailers are intended to provide information about services that have been an enormous help for tens of thousands of homeowners.

We encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions, or require more information. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid.

HomeServe currently services over 1.3 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com.

We regret that the name of the homeowner may have been incorrect on the mailing. We obtain publically available information for our mailings through 3rd party vendors, as do numerous companies. Please be assured that we have added the address to our do not mail file. Our mailing lists are prepared a few weeks in advance, so it is possible one more mailing may be received.

We trust this explanation satisfactorily addresses Ms. [redacted]'s concerns. Thank you for allowing us the opportunity to respond.

Review: I purchased this policy to protect against possible water and sewer line problems outside my home. The water line broke on my property. I contacted the company to have a technician repair the problem. Then the company states they will not replace the broken water line because they claim the damage was caused by a third party. They cannot prove this claim. I called to request a second opinion of a second plumber. They refused to do so. The water line is 75 years old and the damage is a result of normal wear and tear on a water line this old, which is the reason I purchased this policy. I need fresh water to my home, therefore I am paying for the repair myself.Desired Settlement: I am requesting a reimbursement of $1600, the cost of replacing the water line. I am also requesting they stop advertising their services in my area because they do not cover the services they claim to cover in their policy.

Business

Response:

We are in receipt of the complaint by Dr. [redacted] and are happy to report that we have resolved her complaint to her full satisfaction.

In response to this complaint, one of HomeServe’s Area Network Managers (“ANM”) contacted Dr. [redacted] on to discuss her concerns relating to her 8/5/2015 water service line repair. Our ANM explained that during the course of performing a partial water service line replacement, our contractor ,K&S Plumbing (“K&S”), observed that a separate section of the line appeared to have been crushed during the repaving of Dr. [redacted]’s driveway. Our ANM explained that under the terms and conditions of Dr. [redacted]’s Water Service Line coverage, damage caused by third parties was not covered. Dr. [redacted] explained her dissatisfaction with being denied a second opinion of her water service line following K&K’s diagnosis. Our ANM apologized and offered to reimburse her the cost of any repairs that would have otherwise been covered under the Contract. Dr. [redacted] agreed to submit the required documents and indicated her satisfaction with HomeServe’s efforts to resolve her complaint. Following our receipt and review of the repair invoice, HomeServe contacted Dr. [redacted] on 8/15/2015 and advised that we would issue a reimbursement check in the amount of $1,600.00, representing the full cost of the water service line repairs performed by Dr. [redacted]’s contactor. According to our records, Dr. [redacted] received the reimbursement check on 8/20/2015.

We appreciate Dr. [redacted]’s patience in resolving this matter, and thank you for the opportunity to respond.

Review: I, [redacted], called Home Serve 4 weeks ago about a water pipe beursed. I called them and they said that I would have to give them $700 before they can do anything. Then they said that they was going to see if they can do away with the $700. Then they said to have someone to come out and cut the water off on 01/17/2014 and someone will come out and do the job on 01/27/2014. They didn't come out to do the job. When I called, they said that no one was coming out. So we had to pay someone to temporary fix it for us. I called them about 20 times and they keep saying that someone will call us back and didn't. They take money out of my bank account every month for coverage.Desired Settlement: I would like for them to come out and fix my water pipe or pay for someone to fix it. On the contract states that you pay nothing for covered repairs (within the service agreement limits).

Business

Response:

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

Review: I purchased this for [redacted] as a Christmas present. I was sent a contract, but have misplaced it. We have tried several times calling them to have them resend the contract, but have not had any luck.Desired Settlement: We just want a copy of the written contract that we signed with them.

Business

Response:

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction. On 01/14/2015, [redacted] contacted HomeServe and requested that a copy of his Premier Heat Plus plan (the “Contract”) be mailed to him. Per his request, a copy of the Contract was sent to the address HomeServe had on file, [redacted] In response to this complaint, we reached out to [redacted] and verified her mailing address. We have updated the [redacted] account information and have forwarded a copy of the Contract to [redacted]. We trust this matter has been resolved to the [redacted] satisfaction and thank you for the opportunity to respond.

Review: My mother in law (** years old( received an advertisement for coverage of sewer line from house to sewer connection.

We paid for a full year of coverage.($65.88) in March. No policy was ever received. Check No. [redacted] sent 3/7/15

This week (6/18/15) another letter was received offering the coverage from the same company.

I tried to call them.( Phone No. does not exist) I tried to email them at the website given in their letter, but the email address did not exist. Is this a legit company or have we been scammed???Desired Settlement: Contact by company that coverage is in effect . A contract showing coverage and effective date.

It should be sent to

Mrs. [redacted]

Business

Response:

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

Mrs. [redacted] enrolled in our Exterior Water Service Line Coverage (the “Contract”) via postal enrollment on 3/28/2015. Our records indicate that on 4/9/2015 a welcome letter and a copy of the Contract’s terms and conditions were mailed to Mrs. [redacted] at [redacted].

In response to this complaint, we unsuccessfully reached out Mr. [redacted] on 7/2/2015 to provide clarification regarding Mrs. [redacted] coverage. Per his request, a copy of the Contract was mailed to the above address on 7/2/2015. If Mrs. [redacted] has questions regarding her coverage or needs to request a service call, she may call HomeServe at [redacted].

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

Review: Had them as my sewer/ septic line coverage then I found out that they were over charging me back in May of this year called them an ask to cancel all my service they agreed. Then last month some how they went into my checking and lied to my bank and charge me again.Call them again and told them to STOP charging me I DO NOT want there service period. They said they was. But just today they HomeServe again went into my account did the same thing again.Sick and tired of thisDesired Settlement: Give me back my money ASAP Never again contact me And DO Not That Do Not Go into my Bank Account ever again. HomeServe owe me $135.45 to be Paid by Money Order Post Office money Order only I do not trust them. I do not want them to put it back into my account. I do not want ever again to have anything to do with my Bank Accout

Business

Response:

We are in receipt of the complaint filed by Mrs. [redacted] and regret to learn of her dissatisfaction.

HomeServe received Mrs. [redacted] signed postal enrollment form for Sewer/Septic Line coverage (the “Sewer Contract”) on 3/9/2015 along with a money order in the amount of $29.97, representing the quarterly price of the Sewer Contract. On the enrollment form, Mrs. [redacted] selected the “EZ-PAY” billing option and elected to make quarterly payments for the Contract using payment information previously provided to HomeServe for her existing Water Service Line Coverage (the “Water Contract”).

In response to this complaint, we have reviewed Mrs. [redacted] account. On 6/19/2015, Mrs. [redacted] contacted HomeServe and requested that the Sewer and Water Contract be removed from the EZ-PAY billing format. Unfortunately, it appears that she was mistakenly re-enrolled in the EZ-PAY billing option when her next payment came due in July 2015. We apologize for the error.

Per her request, we have cancelled Mrs. [redacted] Sewer Contract and Water Contract and have issued a refund check in the amount of $135.45. Mrs. [redacted] should expect to receive the check by 8/7/2015.

We appreciate Mrs. [redacted] patience in resolving the matter and trust this response has been resolved to Mrs. [redacted] satisfaction. Thank you for allowing us the opportunity to respond.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I called home serve for a plumbing issue I was having on 10/3 at 1:30 pm and was told I would have a repairman out to me in 3-5 hours and that came and went. I called serveral times trying to get a time I could expect them and was promised a call back and that never happened. I finally called again the next day and was told they have left a message for the repairman and that they would be calling me. [redacted] finally called and said they could not come until the next day. I have a drain blockage and I am unable to use my washing machine or my dishwasher. This have posed a real inconvience because I had to take the day off to be home and they were late for the appointment I was told 10-12 and they never showed.Desired Settlement: Refund of the amount I paid to have the service.

Business

Response:

We are in receipt of Mrs. [redacted]’s complaint and are happy to report that we have resolved this matter to her full satisfaction.

In response to this complaint, a HomeServe Repair Management Case Manager (“RCM”) contacted Mrs. [redacted] on 10/12/2105 to discuss her concerns. Our RCM informed Mrs. [redacted] that HomeServe would issue a gratuity check in the amount of $150 as a courtesy for the scheduling inconvenience. Mrs. [redacted] accepted and appreciated HomeServe’s efforts. Per our records, Mrs. [redacted] should expect to receive the check within 10-15 business days.

We thank Mr. and Mrs. [redacted] for their patience and trust that this matter has been resolved to their full satisfaction. Thank you for the opportunity to respond.

received an threatening notice that my gas heating system was not covered by their repair plan. #1- I am not a homeowner. #2- our heat is by oil.

Review: I was told that my pipes in my home was not up to code therefore they could not stop the leakage. The initial contract never mention up to code.

I feel that Home Serve should have found the leak and fixed it no matter what. They fixed other leaks and did not mention pipes not being up to code. My problem has exist since January and I am about to have a mold problem and now I am being told that pipes are not up to codeDesired Settlement: llllll

Business

Response:

Business Response /* (1000, 8, 2013/05/08) */

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

Our records show that Ms. [redacted] is enrolled in our optional Internal Plumbing & Drainage coverage for the period of 06/13/2012 to 6/12/2013. On 12/18/2012, Ms. [redacted] called to report a plumbing leak that was damaging a hallway ceiling in her home. We dispatched plumbers that same day, and they discovered a leaking pipe in the attic. The plumbers were promptly authorized, and proceeded to make all necessary repairs. On 02/28/2013, Ms. [redacted] again contacted HomeServe to report a plumbing leak near a Jacuzzi tub in her home. We dispatched plumbers, who confirmed the tub drain was leaking. All necessary repairs were completed on 3/04/2013.

On 04/02/2013, Ms. [redacted] again called for service for another leaking pipe in her home. According to the terms and conditions of her optional Internal Plumbing and Drainage coverage, Ms. [redacted] is entitled to two service calls per 12-month contract term. Although she had already reached her two service calls limit on prior repair calls (12/18/2012 and 02/28/2013), HomeServe dispatched plumbers to her home to diagnose the leak, and to re-attend any previously repaired section of pipe, in the event there was a repair failure. Once onsite, our plumbers discovered that the previous repairs remained intact, but confirmed there was a plumbing leak in another area of Ms. [redacted] home, unrelated to the two prior repairs. In addition to this leaking pipe, the plumbers also recommended code upgrades to some sections of the internal plumbing, due to its construction and overall condition. HomeServe representatives advised Ms. [redacted] of the plumber's findings, and reminded her of the two service calls limit per 12-month contract term.

In response to this notice, we contacted Ms. [redacted] on 4/22/2013 to address her concerns. After further review of her situation, as a gesture of goodwill, we offered to provide our plumbing contractor to make the repairs to the internal plumbing leak discovered on 04/02/2013. We advised Ms. [redacted] that, although we would cover the current repairs, any code upgrades to other portions of the plumbing she may decide to have done would not be covered. Ms. [redacted] accepted our goodwill offer, and stated that she was satisfied with our resolution.

We trust this matter has been resolved to Ms. [redacted] satisfaction.

Review: I called HomeServe to make an appointment to get my boiler looked at. They came on Saturday and supposedly tuned it up. They left and the next day my tenant had no hot water. I contacted them again on Sunday and they gave me a time frame that they were unable to keep. I had a friend come and look at it and he realized that they left the water running in the boiler leaving it non-functional. I called them Monday to let them know what happened. They have been so evasive. Someone came on Tuesday and tried to say that they boiler was cracked. They never mentioned this to me initially. He said that someone would call me and now two days later no one has called, my water is still cold and I am extremely frustrated and at my wits end.Desired Settlement: I want them to take responsibility for flooding out my boiler and to take steps to repair/replace. I have read other reviews of people who have had really bad dealings with this company and I am prepared to go to the attorney general to shine a light on this sham of a company

Consumer

Response:

Sorry, this service was purchased on December 9, 2013 NOT September 2013

Business

Response:

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

Review: I have a maintenance contract with HomeServe which guarantees service for one year as long as maintenance is completed. Apparently the credit card that HomeServe has on file expired this month and I was not notified that it had expired. When the heating system of my home failed I was told that my account had been suspended and I was no longer eligible for service, ALTHOUGH it is under a year since my last maintenance which guaranteed 24/7 service for one year at no cost for covered repairs, making the fact that my credit card expired irrelevant. I called about 2:30 am since calls for no heat are clear emergencies. Furthermore, I had identified a leaky relief valve on my heating system which may lead to water damage in the basement. The person answering the call was unyielding because my account had been suspended, and I was told to reinstate the call during normal business hours. Their card advertises 24 hour emergency home repairs, while the representative taking my call told me with complete certainty that the HomeServe technicians work only during normal business hours, and that my expectation of 24/7 service refers only to answering calls.Desired Settlement: HomeServe is responsible for restoring my home heat and damage including but not limited to burst water pipes, water damage to the basement, any damage resulting from delays to emergency repairs. HomeServe must clarify their policy of 24/7 repairs. Homeserve must notify any policy holder immediately if their policy is suspended, including the reason for suspension and the ability to rectify the suspension immediately. HomeServe must honor its claim of 24/7 home repairs.

Business

Response:

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

On 1/28/2015, at approximately 2:31AM, [redacted] contacted HomeServe and requested service call for a malfunctioned heating under his Premier Heat Plus plan (the “Contract”). Our agent observed that [redacted] coverage was in a suspended state due to non-payment. Upon further inspection, it was discovered that the credit card [redacted] had on file with HomeServe had expired and his monthly payment had not been processed. [redacted] was advised to callback at 8:00AM to update the credit card information.

On 01/28/2015, at approximately 8:10AM, [redacted] called HomeServe to update his credit card information. A service call was scheduled and a contractor arrived at his residence at 5:41PM that evening. Onsite, the contractor was able to restore the functionality of [redacted] heating unit.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with [redacted] by phone regarding his concerns. Our CAT representative apologized for any confusion [redacted] had regarding the availability of service technicians and explained that the terms and conditions of the Contract provided: “Customers can obtain service under the Plan by call toll-free 24/7 at [redacted]. HomeServe will perform service under the Plan Monday through Saturday during the hours of 8 a.m. to 5 p.m.”

In an effort to exceed customer satisfaction, HomeServe offered a gratuity in the amount of $50.00 for any inconvenience [redacted] may have experienced while scheduling the service call. [redacted] accepted the gratuity and should receive his check by mail within 10-14 business days.

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