HomeServe USA Corp.

We are in receipt of the complaint filed by [redacted] and regret to learn of his continued dissatisfaction [redacted] Contract provides for restoration stating “We will provide for basic site restoration to the area disturbed by the repair in a neat and professional manner to the standard of care of a plumber who regularly performs residential water line repairsSuch restoration is limited to: filling, raking, and reseeding of grass, reinstallation of existing soft landscaping and shrubbery and patching of paved surfacesWe cannot guarantee the survival of any living materials disturbed as a result of the repair and will not be responsible for the replacement of any decorative paving, pathways, or landscaping features.” The restoration of concrete on [redacted] s property is a basic restoration as provided in his ContractIf [redacted] is not satisfied with the basic restoration, he has the option to complete any work on his private property that he wishesHomeServe does not find any evidence of the restoration not being “to the standard of care of a plumber who regularly performs residential water line repairs.” We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by Mr [redacted] and regret to learn of his dissatisfaction regarding his recent service call In response to this complaint, a member of our Customer Advocacy Team (“CAT”) attempted to contact Mr [redacted] on 8/11/2015, but was unable to speak with himWe apologize to Mr [redacted] for the miscommunication relating to his service call and any resulting inconvenience it may have caused himAs per his request, his service contract was cancelled on 7/22/HomeServe has issued a refund check in the amount of $31.24, representing the full amount paid to HomeServe by Mr [redacted] for his service contractMr [redacted] should expect to receive the check within 10-business days We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] , and regret to learn of his dissatisfaction. According to our records, on 12/14/17 [redacted] called HomeServe and spoke with a Customer Service agent in regards to the billing and cancellation letter issue. HomeServe’s agent opened up an IT... ticket to resolve the issue. The issue was resolved regarding [redacted] s billing issue on 12/21/17. In response to this complaint, on 12/26/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with [redacted] , and advised the issue has been completed and there will be no more billing issues and cancellation letters sent out. [redacted] accepted the resolution and thanked the CAT agent for the quick follow up to his concerns. [redacted] has been provided our CAT agent’s direct number, ###-###-#### if he has any questions or concerns. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Complaint: [redacted] I am rejecting this response because:>Regarding case number [redacted] I called Friday to call rather than doeverything by e-mail That's OK but I still don't really know what to do We bought this house years ago and have had several things replaced by [redacted] Warranty and there was no consequence (but it cost a lot obviously) Then as part of switching out an electric stove (via [redacted] above) we decided to switch from electric to natural gas This was all OK but the contractor we hired to switch us over rigged up under our house but he used copper tubing He made a mistake as the man from the gas company told me -- he said natural gas would quickly deteriorate and someone would have to renew the piping with black iron [implied, before they'd turn the gas back on] So essentially I had to pay for that being done over using [redacted] Plumbing in [redacted] *** Then you tell m the guys at Home Serve have the right to court and earn my business (??) then do nothing when I actually have a problem -- what you're telling me really doesn't make any sense -- the [redacted] told me I'd get my money back, but with all this having elapsed the way it did, it sounds to me like someone local "didn't do their job, in essence" then someone on the national level (by e-mail) asked what I thought of their job when the job was not doneAll you've said was that by their "by laws" or whatever they took the right to do that and they did what they should in refunding my money But my question is how can they do this and have a Revdex.com rating I have a inch stack of mail soliciting my business then when push comes to shove they do nothing What's to say they haven't a computer genius who knows how to make a big splash and escape making anything of itI have a box of Rid X and hope that might help in the case of a tree root (if that's what it is) If it doesn't I'll be going to a city council meeting this coming Tuesday and I'll be asking about what I can do nextIn a house I've lived in for years and there's an Oak Tree [any on driving by here can just imagine what a root system a tree that tall would develop] in the house next door's yard and my contention is it's just taken time for the roots to spread into this area where itcan get further nourishment I'm under the jurisdiction of www.cityofnitro.orgIf Home Serve just trying to say I meed Roto Rooter, why do I have a huge stack of mail from who implies they'd "do it" no matter what it takesTree is in the yard of Sattes CircleTo Nitro City Hall, copy of this also sent by snail mail, mailed Sunday.Written to Connecticut Revdex.com, Berlin Rd., Cromwell, CT., Att: Carolyn Betts.> > This e-mail is to notify you that you currently have a new message with> Revdex.com in regards to complaint # [redacted] .> > Please click on the link below to access Revdex.com's Online Complaint> Management System to read this message.> > Click here to read the message.> > If your email program does not support the link above, then please> copy and paste the link below into your browser.> > > http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGui> d=50498e62-4c45-4fc0-85cc-f1c73fd72e39> > This is a post-only mailingReplies to this message are not monitored> or answeredIf you have any further questions or concerns, please do > not hesitate to contact us at [email protected] or (203)269-2700.> > Thank you Sincerely, David [redacted]

I have used Homeserve on two occasionsOne, I had a leak in my water line between the meter and my houseI noticed a soft wet space in my yardI called themThey were at my house within a couple of hoursTwo men spent about three hours fixing the leakThey did a good, neat job, even put the lawn back so you could hardly tell anybody had worked in the yardThe second time, I had a leak in the wall of my bathroomAgain two men came out in a couple of hoursWorked on the leak about three hoursIt was fixed, they did an excellent job

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfactionUtilizing standard direct-marketing methodologies, HomeServe Emergency Insurance Solutions (“HomeServe”) periodically sends mailers to residential addresses to inform homeowners of optional home emergency repair coverage available in their areaHomeServe is a legitimate company with operations in states We serve more than million customers across North America, including Canada, holding million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services HomeServe is accredited with the Connecticut Revdex.com and has an “A-” rating The two mailers referenced by [redacted] were informing her of HomeServe’s optional Water Service Line coverage, which offers protection from the cost of covered repairs to a property owner’s water service line In response to this complaint, we unsuccessfully attempted to reach [redacted] by telephone on 10/14/and 10/27/ Should [redacted] have any additional questions, we invite her to reach us at ###-###-#### We hope this response provides [redacted] with a better understanding of the offer and potential benefits our products and services provide for California homeowners, and that you will reassure [redacted] that the offer and our company are legitimate We thank you for the opportunity to respond

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

We are in receipt of the complaint filed with your office by Mrs [redacted] and are sorry to learn of her dissatisfaction with our optional Exterior Water Service Line offer HomeServe offers homeowners the option to purchase protection against breaks in the service lines on their property, including the exterior water service lineResponsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing or replacing a broken service line HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by Mrs***, 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] As noted by Mrs***, our mailer bears the red [redacted] logoHomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over million householdsLike many municipalities and utilities, [redacted] allows HomeServe to market to their members, knowing that our goal is to free customers from the worries of home emergenciesWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts In addition, prior to offering a product in a specific zip code, HomeServe communicates with the local utility and municipality to verify that homeowners are responsible for the maintenance of the service lines on their propertyImportantly, in the event a HomeServe customer finds that they have similar coverage, or that their local utility company or municipality is responsible for the maintenance of their service line(s), they can contact HomeServe to cancel their coverageIn such a situation, the customer would be entitled to a full refund of payments made, less any claims paid by HomeServeFurther, should HomeServe discover that the customer has overlapping coverage, or that a utility or municipality has responsibility for the maintenance of a customer’s service line(s), we will cancel the customer’s coverage and issue a refund of any payments, less any claims paid We have added Mrs***’ address, [redacted] ***, to our internal “Do Not Mail” list and ask that she please allow 4-weeks for her request to be implementedIn the meantime, Mrs [redacted] may continue to receive solicitations while our system updates our files We hope this response will provide Mrs [redacted] with a better understanding of the offer and potential benefits our products and services provide for [redacted] homeowners, and thank you for the opportunity to respond

We reviewed the complaint filed by [redacted] ***, and are sorry to learn of his dissatisfaction On 7/21/2014, [redacted] contacted HomeServe and reported an exterior water service line leak at the stop box located on his property HomeServe deployed a plumbing contractor, [redacted] Excavating, on 7/22/ [redacted] contacted us on 9/10/regarding a bill he received from his utility company for repairs to his exterior water service line [redacted] explained that [redacted] Excavating performed the repair work under the authorization of his local utility, which in turn billed [redacted] for the cost of the repairs [redacted] confirmed with HomeServe that the local utility authorized and paid for the repair of [redacted] ***’s exterior water service line On 10/1/2014, we attempted to contact [redacted] by phone to advise him that HomeServe had approved a $reimbursement check for the repairs performed by [redacted] HomeServe mailed the reimbursement check (Check #***) via *** on 10/10/2014; the check was delivered on 10/14/ Should [redacted] have any further questions or concerns, we invite him to contact HomeServe at ###-###-#### Otherwise, we trust this matter has been resolved to his satisfaction Thank you for the opportunity to respond

We reviewed the complaint filed by Mr [redacted] and are sorry to learn of his dissatisfaction On 10/10/Mr*** enrolled in our Premier Heat PLUS Plan via the HomeServe websiteAlthough the price shown is $12.87, the online checkout screen clearly states: “If applicable, local sales tax will be applied when your payment is processed.” Accordingly, the charges which Mr*** observed represent the contract price plus applicable sales tax As a gesture of goodwill, however, HomeServe has applied an $credit on Mr***’s accountThis credit exceeds the amount of sales tax that he would have otherwise paid toward his plan during the entire first year of coverageIn addition, we have updated Mr***’s mailing address and he has since received a copy of his contract documentation We trust this matter has been resolved to Mr***’s satisfaction and thank you for the opportunity to respond

We are in receipt of the complaint filed by [redacted] ***, and are happy report this issue has been resolved On 02/27/2014, a postal enrollment was processed for [redacted] and [redacted] for the [redacted] property, no request was submitted to change the account name from *** [redacted] to [redacted] ***On 04/052017, [redacted] called in to request cancellation of coverage and was offered a retention based discount of $ In October, a call was placed by [redacted] ***’s son, [redacted] ***, of a sewer line issue for the property on the existing accountUnable to confirm the name associated with the account, the HomeServe representative advised [redacted] that the coverages for that property were not eligible for a claimOn 12/21/2017, [redacted] contacted HomeServe requesting a copy of the charges of $83.88, made to his bank accountThe requested statement was faxed that day showing active coverage for [redacted] ***’s property In response to this complaint, on 01/08/2017, our Customer Advocacy Team (“CAT”) reached out to [redacted] ***, and his son [redacted] ***CAT advised the customer on the existing name for that property being listed under [redacted] stillWe recommended the customer update the information with their utility provider and then follow up with HomeServe to update the information for their coverage, as the coverage is billed through [redacted] ***The customer confirmed he would like to keep his coverage active until the end of the current term on 02/28/2018, but requested the coverage does not automatically renewWe advised [redacted] he would still receive manual renewal notices, which he can respond to if he would like to renew his Exterior Sewer/ Septic Line coverageThe customer thanked me for the clarification, and correction for any miscommunication he had received If [redacted] has any further concerns regarding her complaint, she may contact our CAT agent directly at ###-###-####

This company is constantly sending "official looking" mail as if it was from my water companyThis is several times a year for the past few yearsMy neighbors and I have had it with hits companyWhat part of "NO" don't they understand

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]

[redacted] ] [redacted] Subject: complaint complaint was taken care of by the company I made complaint on after Revdex.com contacted them thank you for your help

We are in receipt of the complaint filed by [redacted] and are happy to report the matter has been resolved to his full satisfaction According to our records, on 6/5/2017, [redacted] contacted HomeServe and requested to cancel his Exterior Water Service Line coverage (the “Contract”) [redacted] *** advised the HomeServe agent that he wished to cancel due to his repair not being coveredThe agent processed the cancellation, and explained that there would be no refund due as a claim had been filed On 6/6/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted] and advised that she would provide a full refund, as the service call did not use any of his annual claim limitOur CAT agent processed a refund check in the amount of $to be mailed to [redacted] ***He should receive the check within 10-business daysIf he has further questions, or has not received the check within the specified time frame, he may contact our CAT agent directly at ###-###-#### We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We have reviewed the complaint filed by Mr*** and are sorry to learn of his dissatisfaction According to our records, on 9/17/we processed Mr [redacted] personal check with his signed enrollment form for our Water Service Line Coverage Mr [redacted] chose the ‘E-Z PAY” option, with quarterly payments in the amount of $ Mr [redacted] contacted HomeServe on 9/16/2014, and our agent informed him that his account was not yet entered into HomeServe’s system She also explained that it generally takes between -weeks to process an enrollment form submitted by mail In response to this complaint, HomeServe contacted Mr [redacted] and advised him that, we would cancel his contract immediately, and because his enrollment check had not yet been cashed, it would be safely destroyed and his banking information had been deleted from our records We trust this matter has been resolved to Mr***’ satisfaction, and thank you for the opportunity to respond

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/via web enrollmentDuring the enrollment process, Mrs [redacted] elected to make monthly payments for the Contract using the bank account information submitted with her enrollment formOn 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 remittedAfter two additional debit attempts on 11/11/and 11/14/2015, the Contract was suspended On 11/15/2015, Mr [redacted] contacted HomeServe and requested a service call under the ContractOur agent advised Mr [redacted] that the Contract was suspended due to several failed payment attempts, and that he should contact HomeServe during business hours to update his payment informationOn 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 complaintMr [redacted] expressed his frustration with not being contacted following the failed payment attempts, as well as his inability to update his payment information onlineOur 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 sentMr [redacted] was also informed that HomeServe was in the process of upgrading its online services to enable customers to update account informationOur CAT agent offered to reimburse Mr [redacted] the cost of the thermostat purchased by his contractor following our receipt of an invoiceMr [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: Sincerely, [redacted] My issue is with a their advertisingThe letter was outright deceptive and I want my mothers address removed from their list

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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find this resolution will need be the final reply While not everything in the response is accurate I'm tired of going back and forth with them They are not a reputable company and did not live up to their contract Their own agent and service rep agreed with the reasoning of our dissatisfaction and confirmed that HomeServe under manned for the night we called for service because of the fact that the weather has been so good Again, HomeServe is not a company that lives up to their contract or advertisements Thank you for your time in this matter Sincerely, [redacted]