HomeServe USA Corp.

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,

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: 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: 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.

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 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 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: [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: 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: 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.

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

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: 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.

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: 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: 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 cancelled coverage on a house that I sold. They keep billing my checking account for the monthly coverage. Tried to go to website to lodge complaint, but website is not active. Nobody answers the phone.Desired Settlement: Refund my money

Business

Response:

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

According to our records, Ms. [redacted] contacted HomeServe on 1/25/2016 and informed our agent of the sale of their home in November and requested cancellation of their Exterior Water Service Line coverage (the “Contract”). HomeServe cancelled the Contract effective 1/25/2016 and issued a pro-rated refund in the amount of $3.43 to the checking account on file.

In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr. [redacted] and apologized for any frustration he experienced following cancellation of the Contract. Our CAT agent advised that HomeServe issued a pro-rated refund following cancellation of the Contract on 1/25/2016. In an effort to exceed customer satisfaction, our CAT agent offered to provide Mr. [redacted] with an additional refund in the amount of $7.55, representing the refund amount Mr. [redacted] would have been due in November, less the $3.43 previously paid by HomeServe. Mr. [redacted] should expect to receive this refund check within 5-10 business days. Mr. [redacted] was appreciative of this offer and thanked us for the call.

We trust that this response adequately resolves this matter and thank you for the opportunity to respond.

Review: This company sent a deceitful and confusing letter to my elderly parents. The letter reads as if the recipient must purchase their service in order to be compliant with [redacted]. The letter states that the heating system at my parents specific address requires a specialized HVAC technician. I came home and found my mother very confused and concerned as a result of receiving this letter as we take care of my father who suffers from a chronic illness. I can only imagine the amount of elderly individuals who live alone and get scammed because they do not understand what type of heating system they even have. The advertisement is for a natural gas system. The letter states that my parents have a natural gas system, which they do not, and that the

system requires their soecialized services and requests money.Desired Settlement: The company should be forced to stop sending confusing and deceitful advertisements.

Business

Response:

We are in receipt of the complaint filed by Ms. [redacted] and are sorry to learn of her dissatisfaction with our optional Premier Heat Plan offer. Ms. [redacted]’s assertion that HomeServe USA’s (“HomeServe”) mailings are “deceitful and confusing” and a “scam” is wholly without merit.

HomeServe is a legitimate company with operations in 48 states that has been serving customers in North America since 2003. Over the past three years, HomeServe has provided over $192 million in services to its customers, representing 890,000 service jobs across its product lines. We serve more than 2 million customers across North America, including Canada, holding over 3 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 and has an “A” rating.

The Premier Heat Plan coverage mailer received by Ms. [redacted] offers homeowners protection from the costs associated with the repair of their natural gas heating system. Responsibility for repairing these components typically rests with the homeowner, not with the local utility, and basic homeowners insurance typically does not cover the costs of repairing the natural gas heating system.

Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factor. We utilize standard direct-marketing methodologies to periodically send mailers, like the one received by Ms. [redacted], to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are not intended to alarm potential customers, but to inform them of services that have been an enormous help to tens of thousands of homeowners, including those in the state of [redacted]. We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.

In her letter, Ms. [redacted] noted that her mother does not have a natural gas heating system in her residence. Notably, HomeServe obtains publicly available information for its mailings through third party vendors. The age and accuracy of the information is subject to the records utilized by our vendors in aggregating this data. Unfortunately, an erroneous name or address may be included in that information from time to time. We apologize for any confusion this may have caused.

As a courtesy, we have added Ms. [redacted]’s address, [redacted], to our internal “Do Not Mail” list and ask that she please allow 4-6 weeks for her request to be implemented. In the meantime, Ms. [redacted] may continue to receive pre-scheduled solicitations while our system updates our files.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] My issue is with a their advertising. The letter was outright deceptive and I want my mothers address removed from their list.

Review: Business said I signed up for there service in July of 2014. Business has been billing me for the past year and a half on my Electric bill for $5.49 without me knowing it. I would never sign up for a service like this. Business will not refund me the money. Business has somehow signed me up without my knowledge.Desired Settlement: Refund of $87.84 needed

Business

Response:

We are in receipt of Mrs. [redacted]’s complaint and regret to learn of her dissatisfaction.

Our records indicate that Mrs. [redacted] enrolled in our optional Exterior Electrical Line Protection Plan (the “Contract”) by mail on 7/15/2014. Mrs. [redacted] signed the enrollment form (enclosed) directly below the following affirmation: “YES, please sign me up for the Exterior Electrical Line Protection Plan from HomeServe and include the $4.99 monthly charge on my electricity bill (if available). I understand that this Plan is billed on a monthly basis and based on an annual contract that will be renewed automatically at the then-current renewal price.” Further, on 9/2/2014 and 9/28/2015, HomeServe mailed Mrs. [redacted] notices regarding changes to the Contract.

On 10/20/2015, Mr. [redacted] contacted HomeServe and requested that the Contract to be cancelled. Per the request, the Contract was cancelled effective immediately. A refund check in the amount of $5.49, representing the 10/2/2015 Contract payment, has been processed and Mrs. [redacted] should expect the check in 10-15 business days.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) made two unsuccessful attempts to contact Mrs. [redacted] by telephone to discuss her concerns. We invite Mrs. [redacted] to contract our CAT team at ###-###-#### should she wish to discuss this matter further.

We trust this response adequately resolves the issues set forth in the complaint, and thank you for the opportunity to respond.