HomeServe USA Corp.

Review: I am writing on behalf of my elderly grandparents whom I take care of and have been given administrative rights over their water account. We have made several complaints to [redacted] due to astronomical water rates supposedly being used in their one bedroom, one bathroom home. We have tried to resolve this leak with HomeServe since May of 2013, with no resolve. This issue has been going on since May 2013! HomeServe sent out a “plumber” during July of 2013. The “plumber” that they hired did not do any work, was at the residence for around 15minutes and left. We contacted HomeServe with our concerns and they then sent the same plumber out with the same results! The plumber would lie and would not return any of our calls. This issue has never been resolved and we are consistently ignored and offered no solutions. My 87 year old grandfather and 86 year old grandmother are unable to retire due to water bills consistently being over $160.00 each month. There is a clear distinction that the bill went from an average of $35.00 per month to over $160.00 per month. I believe that HomeServe is ignoring this issue due to my grandparents age and the age of their home. We have had the entire house thoroughly inspected with no leaks to be found. We have worked diligently with [redacted] to resolve this issue on our side. [redacted] has now come and put in a new water meter. The technician inspected the entire house and found no water leaks and stated that the leak is between the water meter and the house (just as we have been stating to HomeServe for the past year). The [redacted] technician contact HomeServe today and demanded that someone come fix this obvious leak from the meter to the home. [redacted] was then contacted to have a plumber come to the property and repair the leak. The plumber stated that he would not be able to come out today and should be there tomorrow morning. I would like to know when we can expect this fix to be completed and how HomeServe will be reimbursing my grandparents for this fiasco taking place for over a year. I have over a year of outrageous water bills that need to be addressed. I would like to only be contacted via email for documentation purposes. I have had multiple phone call conversations with HomeServe in which I was given false information and false promises. After over a year of waiting on HomeServe I expect this issue to be completely resolved this week!Desired Settlement: I expect the water leak to be repaired immediately and I expect that my grandparents be reimbursed for the past year and a half of outrageous water bills immediately after the repairs are complete.

Review: I have received a solicitation to respond by July 23,2013 for coverage of water line repair service that says they are an approved City of Houston pre-screened emergency-repair provider. I cannot find on the City of Houston's website anywhere where they are mentioned at all. In italics they say "Pre-screened and approved does not constitute an endorsement", however, there will be some people that will not understand that this could be fraud. They are trying to collect either $4.99 per month, $14.97 per quarter, or $59.88 per year. My problem is that they are insinuating that they are associated with the City of Houston and I cannot find that they are. Also, the envelope that they mailed it in states they are "A City of Houston Registered Private Repair Management Company" and inside states that "The City of Houston wants its water customers to be aware of their water service line responsibility". They are making a distinct connection between their company and The City of Houston and seem to be speaking for The City of Houston.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I just think their moded of advertising needs to be stopped if they are not connected with The City of Houston.

Business

Response:

Business Response /* (1000, 8, 2013/07/17) */

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

HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. Responsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken service line. HomeServe offers a low-cost program to cover such costs. We currently service over 1.3 million customers across the country and have a 97% satisfaction rating among customers surveyed after using our repair services. More information, including customer testimonials can be found on our website at www.homeserveusa.com.

HomeServe is, in fact, a City of Houston Registered Private Utility Repair Service. The City set out specific criteria for becoming a registered provider, all of which HomeServe meets. HomeServe does not present itself as a utility. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclosure appears on the front page of the mailing in italics, adding emphasis. In addition, the mailings to Houston homeowners contained the following message from the city: "Enclosed is information regarding water line repair service from HomeServe, an approved City of Houston pre-screened emergency-repair provider. Pre-screened and approved does not constitute an endorsement. It is the homeowner's decision to pursue this optional plan." Most importantly, the City of Houston reviewed and approved these mailers before they were sent. More information regarding the program the city's involvement can be found in The Houston Advocate at:

http://blog.chron.com/advocate/2013/06/plumbing-problem-it-might-have-been-cheap...⇄ />
We encourage all 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. In addition, Homeowners who do 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.

As a courtesy, we have removed Mr. [redacted]'s address from our mailing lists. Our mailing lists are prepared in advance, so it is possible that Mr. [redacted] may receive one more mailing.

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

Review: I received in the mail twice, a request to apply for insurance for water service line underground on my property installed before 1967.I'm not comfortable sending them money.I need to know if they are legitimate before I sign up for this service, on the bottom they state[redacted] corporate office located [redacted]Authorized representative of [redacted].The envelope to send the money is: [redacted]Wondering none of the addresses is in this city so I feel suspicious of them.

Product_Or_Service: did not purchase yetDesired Settlement: DesiredSettlementID: Other (requires explanation)

Want you to verify if this is legitimate or a scam.They are asking for yearly fee of $65.88 per house in our area.

Business

Response:

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

Review: THIS BUSINESS HAS TAKEN $71.88 OUT OF MY BANK ACCOUNT WITHOUT MY AUTHORIZATION. I DO NOT KNOW OF THIS BUSINESS, I HAVE NOT SIGNED ANY CONTRACT AND I HAVE NEVER HAD ANY CONTACT WITH THIS BUSINESS BEFORE NOW.Desired Settlement: I DO NOT WANT THIS BUSINESS TO HAVE ANY MORE CONTACT WITH MY BANK ACCOUNT.

Business

Response:

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

Ms. [redacted] enrolled via mail in our optional Exterior Water Service Line Coverage (the “Contract”) on 11/05/2013. On her enrollment form, Ms. [redacted] selected the auto-renew “EZ-PAY” billing option which provides: “I understand that . . . my coverage is based on an annual contract and will be renewed annually on the same payment terms selected . . . .” In addition, on 10/06/2014 and 9/30/2015, HomeServe mailed Ms. [redacted] her Contract renewal notices, which informed her that her coverage would automatically renew on 11/06/2014 and 11/06/2015, respectively.

On 11/17/2015, Ms. [redacted] contacted HomeServe and requested that her Contract be cancelled. Per her request, HomeServe cancelled Ms. [redacted]’ Contract, effective 11/17/2015. A refund in the amount of $71.88, representing the full price of the 2015-2016 Contract, was deposited into Ms. [redacted]’ bank account on 11/19/2015.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have the letter from July 7, 2015. The letter states that I am eligible for this sewer/line coverage. It also states that I have 30 days to make the decision and they included an acceptance from, which I still have and did not send back. The amount on the acceptance from is not the same as they took out my account. The form gives three different payment frequency and the form also, ask me to sign if I want an automatic withdrawal. Well, If I did not send the letter back and a signed authorization form, why did they make the decision to go into my bank account. Yes, in 2013, I applied for this coverage for $52.00. The $71.88 was not an amount familiar to me, that is why I filed a complaint. Companies depend on people not keeping letter and monitoring their back account. Well, I keep letters and I monitor my bank account. I do not like the idea of automatic withdrawal from my account so, I do not and will not give my permission on such an act. I called the company a few day later and asked what that amount was for. I was informed that it was for a sewer coverage and I asked why that amount and I was informed that because in 2014 they automatically took money from my account without any complaints. I was not monitoring my account closely then, but I am now. I do not remembering receiving a letter(I would have kept it, if I received one) in 2014 and if I ignored the letter then, there was no legitimate reason for them to take money from my bank account. They did not get away with it this year. I will not recommend this coverage to my family and friends. I will keep this letter and the acceptance form just to keep me informed what this company did to me. Please Revdex.com just close this complaint. I want to be through with this company completely. What such dishonestly.

Sincerely,

Review: Currently I have outside sewer line insurance coverage through Homeserve. I am dealing with a storm sewer line backup problem with the floor drains in my basement, which is a plumbing concern. Upon contacting Homserve, they agreed to send a technician.....but they sent a heating and air conditioning company to diagnose a plumbing problem... what a waste of time and money!! I had to argue with them to send someone else...a plumbing expert... for a second opinion, which they finally did. The plumbing company came and found my floor drain problem to be tree roots clogging my storm sewer line. He said to repair he needed to dig up front yard to put in a clean out pipe and dislodge the clog through the new cleanout, then install backflow valve for added protection against this happening again.

When the plumber called Homeseerve and indicated what the problems in my basement were and what he had to do to fix it, my insurance coverage was denied because only the sanitary sewer line was covered. But in actuality my problem is with the storm sewer. Bottom line is I am having problems with a sewer in my house that takes waste water out of my house and away from the house foundation.

If you look on the Homeserve website under sewer line outside insurance, it just says 'sewer' line and does not differentiate between sanitary or storm sewer, therefore my claim for this sewer problem should be covered and not denied.

Please help me, this is the second time they have denied me coverage.Desired Settlement: Cover the expenses for this sewer line repair with the insurance coverage that I purchase through Homeserve

Business

Response:

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

On 7/9/2015, [redacted] contacted HomeServe and stated that he had water coming up from a floor drain and requested a service call under his Exterior Sewer/Septic Service Line coverage (the “Contract”). HomeServe deployed [redacted]) to **. [redacted]’s residence. Following an on-site inspection, [redacted] contacted HomeServe and advised that they found no problem with the sewer line. However, [redacted] indicated that they observed cracks in the basement floor and that **. [redacted] stated they were due to water back-ups in the floor drain following periods of rain. The [redacted] technician concluded that the issues **. [redacted] was experiencing were weather related, but **. [redacted] disagreed and requested that HomeServe send another contractor for a second opinion.

Per his request, HomeServe deployed Emergency **. Plumber (“Emergency”) on 7/16/2015. Emergency performed a camera inspection of **. [redacted]’s sewer line that confirmed there was no problem with the sewer line. HomeServe attempted to contact **. [redacted] on 7/16/2015 to discuss Emergency’s findings, but were unable to speak with him. On 7/29/2015, **. [redacted] returned HomeServe’s call and was advised of the above.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted **. [redacted] on 8/21/2015 to explain the terms and conditions of the Contract as it related to his service call. Specifically, our CAT agent noted that the Contract covers the exterior sewer and septic service lines on his property, both of which carry waste water away from the external wall of the home to the property boundary and/or the connection with the utility’s line. Our agent explained that the issue **. [redacted] was experiencing was related to his storm drain, which assists with the drainage of excess water during periods of heavy rain and not the removal of wastewater. Our CAT agent offered to send **. [redacted] a copy of the Contract; however, **. [redacted] declined and advised that [redacted] was onsite performing a self-pay job on the storm drain.

While we understand **. [redacted]’s desire to mitigate his sewer line repair costs, our review of this matter confirms our prior position that the affected storm drains are not covered under the Contract. We trust that this response clarifies HomeServe’s position and thank you for the opportunity to respond.

Consumer

Response:

First of all, the first service provider Homeserve sent to our home was '[redacted]'S," a heating and cooling company which we found odd because this is a plumbing problem! The technician for [redacted]'S walked around the basement, seen the cracks in the floor and called the plumber who according to this technician said to me, " He sent me to see what is going on." At this point, I asked him where the plumber was, he said,"The office." Great... the plumber is at the office. After the phone call to the plumber at the office, the technician responded with "You have a broken tile somewhere so we can't help you." So here we have the qualified plumber sitting at the office diagnosing our problem over the phone without being on the premises.This is the kind of problems we have been having with Homeserve - they send unqualified technicians and waste our time and money. Homeserve doesn't even keep track of the companies they send to the home to diagnose problems. In our case, [redacted]'s came here and left and did nothing. Then Emergency **. Plumber came and ran dye, scoped our pipes and finally diagnosed our problem.At the end of Homeserve's rebuttal, they say that [redacted]'s was here working on our problem the last time I spoke with a Homeserve representative. When in fact, the company that was here working on our problem was Emergency **. Plumber; therefore, Homeserve cannot even get their facts straight!Homeserve has rejected our claim and the problem is still being evaluated and dealt with by our city's Public Workers Department and our water and sewer provider, Northwest Sewer and Water. As soon as we receive the final reports from these two agencies, we will be providing these reports to Homeserve to supplement our claim for reevaluation.Any help you can provide us regarding this situation would be appreciated.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

We are in receipt of complaint filed by **. [redacted] and are sorry to learn of his continued dissatisfaction.

**. [redacted]’s accusation that HomeServe “sends unqualified technicians” is wholly without merit. Before becoming a member of HomeServe’s contractor network (the “Network”), each contractor is thoroughly screened by our recruitment team to verify appropriate licensing, certifications, and insurance. Once a contractor becomes part of the Network, HomeServe monitors their performance by reviewing job performance and via on-site evaluations. In addition, prior to deploying a job, HomeServe ensures that a contractor has the requisite technical skill required to perform a service call. As it pertains to **. [redacted]’s service call, [redacted]’s Heating, Air Conditioning, and Plumbing (“[redacted]’s”) is a licensed contractor specializing in plumbing, cooling and heating and was qualified to perform a diagnosis of **. [redacted]’s sewer and septic lines and storm drain.

As noted in our prior response, following **. [redacted]’s initial call to HomeServe on 7/9/2015, we deployed [redacted]’s to his residence to inspect water coming up through a floor drain. Following an inspection, [redacted]’s informed HomeServe that there was no issue with **. [redacted]’s sewer line. [redacted]’s technician also indicated that he observed cracks in basement floor. [redacted]’s noted that **. [redacted] informed their technician that the cracks were due to water back-ups in the floor drain following periods of rain.

Per **. [redacted]’s request, HomeServe deployed Emergency **. Plumber (“Emergency”) for a second opinion on 7/16/2015. Emergency completed a camera inspection of the sewer line and also confirmed that there was no problem with the sewer line; however, Emergency did observe issues with **. [redacted]’s storm drain. Importantly, storm drains are not covered under the terms and conditions of **. [redacted]’s Exterior Sewer/Septic Line coverage (the “Contract”).

In response to this complaint, HomeServe has confirmed that Emergency, and not [redacted]’s, performed the self-pay repair job on **. [redacted]’s storm drain (the misstatement in our prior response was a clerical error) following the 7/9 and 7/16/2015 service calls. Further, HomeServe contacted Emergency to verify their initial findings. An Emergency representative confirmed that the issue on **. [redacted]’s property was with the storm drain and not the sewer line. Emergency noted that their initial diagnosis was confirmed following the commencement of repair work at **. [redacted]’s residence.

Based on our secondary review of this complaint, as well as our conversations with Emergency, HomeServe’s position remains unchanged with respect to the sewer drain repairs at **. [redacted]’s residence. HomeServe’s marketing materials, as well as the terms and conditions of the Contract, clearly provide that storm drains are not covered. Further, two contractors verified that the issue on **. [redacted]’s property was attributable to his storm drain.

We trust that this response adequately addresses the issues raised in **. [redacted]’s complaint, and thank you for the opportunity to respond.

Review: As soon as we called in the claim we began experiencing issues with their service. First they said we were not current with our premium payments; after about an hour on the phone we straightened that out. Then when they cam to service the blockage - an attempt was made on Tuesday which was unsuccessful and they returned the following day. After an hour of walking around the property and talking on the phone to HomeServe, they determined that we were not covered. This determination was based on the fact that we had more than one lateral leaving the building going to the septic tank. At this point they left my home and refused to make any repairs.Desired Settlement: I want HomeServe to pay for the repairs that I had to have done and to guarantee that they will honor the contract for repairs in the future at my home. Their customer service skills are quite lacking!

Business

Response:

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

As a gesture of goodwill, HomeServe has processed a check in the amount of $4,372.00 to cover expenses [redacted] incurred as a result of a septic line issue on his property. Per the [redacted] tracking information, [redacted] should receive the check by 2/14/2015.

We hope this adequately resolves this matter to [redacted] satisfaction and thank you for the opportunity to respond.

Review: Homeserve mails homeowners with the salutation "This letter is to inform you that as a homeowner you are responsible for the full cost of maintaining and repairing your exterior waterline. We have found that your property ... is not covered..."

The tone, font, and style of the letter seem aimed at duping a homeowner into believing that there is some neglected duty. Communications like this have increased since I became eligible for [redacted] membership (declined). Homeserve acknowledges at the bottom of the letter that the service is optional, but placing a disclaimer well below the heart of the message - in a footer of sorts - seems merely an effort to provide legal coverage. The goal remains, I think, the deception of those don't take the time or have the ability to parse what's there.Desired Settlement: a. That we receive no communications from this company, ever.

b. That the company not prey on the fears of gullible homeowners.

I expect only (a) to be honored and that the company will continue this opportunistic practice. It is an age old custom, preying on the fears of older folks, and so much advertising in the United States is deceptive that this does not surprise me. It only reinforces my disappointment in those who would exploit others and in a society that tolerates it.

Business

Response:

We reviewed Mr. [redacted]’s complaint and are sorry to learn of his dissatisfaction with our optional [redacted] Coverage offer.

HomeServe is a legitimate company with operations in 46 states. We serve more than 1.7 million customers across North America, including Canada, holding 2.7 million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the CT Revdex.com (“Revdex.com”) and has an “A+” rating.

HomeServe utilizes standard direct-marketing methodologies to periodically send mailers to residential addresses to inform homeowners of optional home service contracts available in their area. HomeServe does not target recipients of these mailers on the basis of age, race, creed, or on any other discriminatory factor. We encourage all homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts. Our mailers are intended to inform homeowners of optional services available in their area that have been an enormous help to tens of thousands of homeowners, including those in the state of Minnesota, where Mr. [redacted] resides. In fact, over the last three years, HomeServe has performed over 800,000 service jobs; providing more than $150 million in customer savings.

Further, each of our mailers states explicitly that HomeServe USA is “an independent company separate from your local utility or community.” This disclosure appears in italics, thereby adding emphasis. In addition, it is not buried in fine print, but is presented in the same size type – and on the same page – as the main body of our solicitations. We also include the word “optional” in our mailings, not once but three times – including at least once where the word appears in italics and once in the authorization paragraph, just above the customer’s signature line.

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

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

Review: I havebeen with this company for years pay my bill on time. I had several issue. the first time my toilet and bath tub wter from toilet back up in my tub. they called bailey plumbing. which they did"nt do their job. I had to cll a local plumber to my home.to getthe job done.I was out of pocket 90.00, my ectric was going on binge just a few months I call my hme warranty home serve. they sent a electrian out here. my kitchen lights dont work. the electrician wanted me to pay him to fix it. today my kitchen sink runs water on the floor. I have warranty on all in my home. they refuse to fix the problem. I was told I hav to get the pipes under code. so I have to pay 400.00 dollars. to get it fx. im paying on all these cotracks still coming out of pocket.I have a water line contract with them my air condition furnance.nothing getting fix.I have to come out of pocket. for all these things twic.Desired Settlement: I want all these things fix. I pay them every month. they dnt do anything. but collect. the molney iowe them. I want to caanell my contract. I dont have money to give away.a refund for my toilet 90.00 no telling hw much I have topay for my kitchen sink, to get fix.I want the money for that too.

Business

Response:

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

Review: I have sold this home

[redacted] 8/12014 and moved to the [redacted] 9/10/2014

This company has billed me for services I did not need or use since 2014 and 2015

I have received no mail for renewel of services and

had to go thru hell to find out who HEIS/HEIS is and why they charged me and took money from my credit union account I have since found their email address asking to cancel account and refund 2015's charges.Desired Settlement: CAncel account

refund all charges for this year 2015 and return the money to my credit union

Business

Response:

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

Mr. [redacted] enrolled via mail in our optional Water Service Line Insurance Coverage (the “Contract”) on 11/01/2013. On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing option which provides, in part, above his signature in the attestation section “I understand that …. my coverage is based on an annual policy and will be renewed annually on the same payment terms selected ....” In addition, on 10/10/2014 and 10/1/2015, HomeServe mailed Mr. [redacted] his annual Contract renewal notices, which informed him that his coverage would automatically renew on 11/1/2014 and 11/1/2015, respectively.

We reviewed Mr. [redacted]’s account and there is no record of any communication from Mr. [redacted] regarding his home sale or move. In response to this complaint and per his request, we have cancelled Mr. [redacted]’s Contract, effective 11/12/2015. A refund in the amount of $59.40, representing the full price of the 2015-2016 Contract, will be issued to Mr. [redacted]’s credit union within 3-5 business days.

We trust this response satisfactorily resolves this matter 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. I do believe they should refund the last 2 payments instead of just the last one

Sincerely,

Review: I completed an on line application to Home Serve USA for water and sewer line protection insurance offered thru the [redacted] Water Co. I have received numerous mailings solisitating this insurance endorsed by [redacted] Ky. On 7/31/14 I applied on line providing all requested info. On 8/6 I called Customer Service after not hearing any response. The rep found my account info and informed me the delay was due to not having [redacted] Co. Account number which I provided. She then told me my account would be active within 72 hrs !!Not hearing anything back, on 8/18 I called customer service again. My account info was in Home Serves USA data base and told system problems between them and [redacted] delayed the coverage and tried to sell me additional coverages. The rep reviewed my info and stated she located the problem issue, resolve it and would call me the next to complete coverage activation. Two days later nothing !!I'm sure my billing cycle began 7/31 (original application) but I still have no coverage. HomeServe USA engages in deceiving business practice in this manner as I found complete matching issues in the Better Bus. Bur. listing of complaints on this company.I'm suprised [redacted] Water Co. allows it's name in it's advertising.Desired Settlement: Activation of coverage when applied for and documetation of it !

Business

Response:

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

Review: I PAID THE ANNUL PREMIUM ON 02/04/2014 IN THE AMOUNT OF $59.88. RECEIVED NOTICE THAT THE PREMIUM HAD NOT BEEN PAID AND THE COVERAGE WAS CANCELED. I HAVE THE COPY OF MY FINANCIAL INSTITUTION'S CHECK FOR PAYMENT OF THE PREMIUM. THE CUSTOMER SERVICE IS A JOKE.Desired Settlement: RETURN OF PREMIUM.

Business

Response:

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

Review: I have received two solicitations from them with the official looking info from [redacted] Utilities on the top and their please respond by date. They are trying to get me to purchase Interior Gas Line Coverage for $4.99 a month which will cover $3,000 of repairs. I am always skeptical when I get this type of mail. The envelope says it is mailed from zip code 06101 which is Hartford, CT, but there is nothing else in their solicitation about where they are located, just a telephone number. Their return envelope lists a post office box which I found out belongs to a local doctor.

Desired Settlement: DesiredSettlementID: No settlement requested - for

I would like to be eliminated from their mailing list.

Business

Response:

Business Response /* (1000, 6, 2013/09/03) */

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

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. We obtain publicly available information for our mailings through third party vendors, as do numerous companies. These mailers are intended to provide information about services that have been an enormous help for tens of thousands of homeowners.

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.

HomeServe currently partners with over 30 utilities nationwide, covering over 22 million households. HomeServe's use of the [redacted] Utilities logo is the subject of a licensing agreement between the parties. HomeServe never uses a partner logo or name without permission and each partner reviews and approves every mailing, as was the case with the mailing Ms. [redacted] received.

HomeServe never attempts to present itself as a utility. HomeServe made clear in its mailing to Ms. [redacted] that it is an"independent company separate from [redacted] Utilities", that the service plan is "optional" and that "Participation in this service plan will not affect the price, availability or terms of service from [redacted] Utilities."

HomeSeve has corporate offices in Stamford, CT, as well as customer contact centers in Chattanooga, TN. All our local and regional mailers contain return addresses to state-specific Post Office boxes that HomeServe maintains to properly sort and direct the thousands of parcels we receive every month nationwide from prospective customers like Ms. [redacted]. We regret to learn that the mailings may have caused Ms. [redacted] any inconvenience. Please be assured Ms. [redacted]'s address, has been removed from our mailing list. Our mailing lists are prepared in advance, and it is possible that she [redacted] receive one more mailing.

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

Review: I have a service contract with HomeServe for my heating and central air conditioning system for which I pay $749.06 annually. I have been a customer for many years and in my current home approx. 9 years. Each year I schedule an annual tune up/maintenance for the heating system and air conditioning system. On May 31, the annual maintenance on the central air conditioning system was performed by a technician from HomeServe who told us that everything was good and working fine. In 2 weeks, we noticed water under the laminate floor in the room next to the air conditioning unit. We first contacted a plumber, who told us the leak was coming from the air conditioning unit. We immediately called HomeServe, who sent another technician who told us there was a clog in the drain pipe that caused the water to leak out of the unit. He fixed the problem, but we now need to replace the floor. I contacted HomeServe since I feel that this should have been taken of care of during the annual maintenance 2 weeks earlier. This could have been avoided if the technician did his job. They sent someone over who took pictures of the damaged floor and said "it was a mess" and he was submitting the claim to the insurance company. We waited about 2 weeks before hearing from the insurance company that they are not taking responsibility since the first technician indicated that he did clean out the drain pipe. I don't believe he did since we haven't had this problem in 9 years. Why would the unit start to leak 2 weeks after maintenance was performed? In the meantime, we wanted to pick up the floor to avoid mold, but we were waiting for the insurance company to respond. When we inititally put in this floor a few years ago, the cost was approx. $900. We are currently in the process of getting estimates on the cost for a new floor and I feel that HomeServe should reimburse us for this cost. I would appreciate your prompt attention to this matter. Thank you.Desired Settlement: Waiting for estimate of cost to replace floor. I would like HomeServe to pay for the cost.

Business

Response:

We have reviewed [redacted] complaint and regret to learn of her dissatisfaction.

Review: I would like to make a formal complaint against Homeserve. I called them this morning to ask to be placed on their do not contact list only to find out that that they have been billing me, through my [redacted] Water Company bill, since March of 2013. I called to cancel that service last March on our residence and our rental home. They cancelled the coverage to the rental home but failed to honor my request to cancel our residential coverage. They do not retain phone records and do not provide proof of confirmation when the service is terminated. I strongly recommend that you reconsider their Revdex.com score of an A- as it does not accurately reflect their service.Desired Settlement: A refund of all payments from March 2013 to 5/5/2014.

Business

Response:

We reviewed the complaint filed by Ms. [redacted].

I am very disappointed in the contractors that have been per-screened by HomeServe USA and Home Serve's handling of the matter.
I had a covered plumbing leak to my toilet drain. HomeServe assigned Calso Contracting (spelling?) to handle this simple plumbing repair. I made an appointment with them to make the repairs. They never showed up or called I had to leave work early to meet them, but I was not given the courtesy of a call. .I called them to rescheudle and made a second appointment. for a week later. I again had to leave work early to meet the contractor at 4 PM. The contractor showed up three hours late, looked at the job, but said he had no tools or materials to complete the repairs.
I scheduled another appointment with the contractor, and AGAIN they never showed up or called me. Again, I had to leave work early, and again they lacked the professionalism or courtesy to call me.
At this point, I called Homeserve to express my dissatisfaction with the contractor they assigned to handle my plumbing, and asked that they assign another contractor to the job. I was informed that I could do so, but my service plan provided for only two service calls per year, and if I requested another r contractor, this ONE repair would count as TWO service calls, leaving me without any coverage for the remainder of the year.
How is being charged two service calls fair or even logical, if the first contractor was so unreliable and never made the repairs in the first place?
The Home Serve supervisor assured me that the contractor would be at my home today at 4 PM, and would wait for me to get home from work. Guess what? It is now 6:02 PM and no contractor.
Think long and hard before wasting your money on such unreliable contractors and loopholes in the Homeserve coverage agreement. Save your money!

On June 18, 2015 in preparation for the cooling season at my request HomeServe USA Corp serviced my central cooling system. I was not at home my son was. I did not test the system after servicing, I never thought I needed to besides I felt HomeServe USA Corp could have been trusted to do what they were contracted to do. The outside temperature also did not necessitate the system being turned on. I did attempted to use the system on July 8, only to find it was not working but I was too tired after work so I retired to bed and the following day July 9, 2015 I tried again without success to cool the house.
Unfortunately my June 18, 2015 appointment was twelve days before my yearly contract ended on June 30, 2015. I contacted HomeServe USA Corp. to report the problem on July 9, 2015 nineteen days after work was performed on my system, but was told my contract had expired and I would have to renew my contract before they can send a technician out to my home to try to fix it. I was also told by a Supervisor that to send a technician to my home would require approval from a Field Manager, and if the problem turns out to be the result of an item not covered by my contract I would be responsible for any and all expenses incurred by the technician. I was reminded that I did not have a contract with them and should renew my contract if I want my system checked again or accept the first option. They refused to discuss the warranty of work done by their technician.
My system is still not working but I am actively looking for someone someone to repair it. Right now the temperature in my home is 82; there was not a problem with the system I just needed it to be checked as I routinely do. My home is only eight years old so I know it is not the system, something must have been done incorrectly during servicing.

Even with the existence of a known break in a sewer line, Homeserve contractors cannot fix it without creating a backup into the basement. Utterly ridiculous and stupid. Why create a health hazard in order to prove a known quantity? It is a ruse to get people to use their coverage while Homeserve can give customers the runaround while using up coverage on service calls that accomplish nothing.

Review: I've been paying monthly premiums to cover sewer line emergencies at my residence. There began sewer backups in our basement on a rather consistent basis resolved by myself with a "snake" purchased at [redacted]. We called two different companies to clean it out as well over a few months period. I finally called [redacted] to used a camera to view the collapsing sewer line between our house to the property line. I called HomeServe only to be told I disqualified myself by calling a plummer and they can't help me. I persuaded them that this was an emergency upon which they finally agreed to send their designated plummer who didn't see a problem. But their plumber refused to investigate where the problem was within the sewer that could be observed with an inserted camera. They informed me that they would have covered it if I had kept the Internal Plumbing coverage that I had discontinued. But this was obviously a sewer issue, not internal plumbing. I finally gave up arguing with them since they clearly were not interested in fulfilling their contract. I cancelled.

Product_Or_Service: Insurance sewer line coverage

Account_Number: [redacted]Desired Settlement: Desired Settlement: Refund

At the very least, they should return the premiums I paid. At the most they should pay the $3500 maximum contractually agreed coverage. I've had to come up with over $11,000 to resolve the emergency. I'm considering legal action.

Business

Response:

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

Mr. [redacted] contacted HomeServe on 4/8/2015 reporting a sewer line back-up in his basement and requested a service call under his Exterior Sewer/Septic Line coverage (the “Contract”). HomeServe deployed Precision Plumbing and Construction (“Precision”) to Mr. [redacted] home the same day. Precision advised HomeServe that there was no issue with the home’s sewer line and indicated that the issues experienced by Mr. [redacted] were attributable the internal floor drain in the basement. Our agent informed Mr. [redacted] that because the back-up was attributable to the internal plumbing at his home, his Contract did not cover the required repairs.

In response to this complaint, we contacted Mr. [redacted] on 4/23/2015, and discussed his service call. Mr. [redacted] informed us that following the 4/8/2015 service call, he had his own contractor inspect his sewer line. Mr. [redacted] stated that his contractor performed a full sewer line replacement after they located a collapsed section of the line following a video inspection. We apologized for the misdiagnosis of Mr. [redacted] sewer line emergency and offered to reimburse him the cost of any repairs that would have otherwise been covered under the terms and conditions of the Contract. Mr. [redacted] informed us that he was satisfied with our efforts to provide a reimbursement, and he agreed to submit the required documents for our review.

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: there has been no financial resolution as of this date. I'm trusting [redacted] will be sending the necessary documents to Home Serve shortly after which there will be final resolution. I do appreciate Home Serve's effort to bring reconciliation to this matter.

Sincerely,

Business

Response:

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

In response to this complaint, a member of our customer advocacy team (“CAT”) contacted Mr. [redacted] on 5/6/2015 and informed him that his contractor, [redacted], had not submitted any documentation regarding his repair for HomeServe’s review. Mr. [redacted] understood and stated that he would await our receipt of the documentation. Mr. [redacted] also indicated that he was satisfied with HomeServe’s Revdex.com response and our efforts to assist him in resolving this matter.

On 5/8/2015 [redacted] forwarded documentation regarding Mr. [redacted] repair to HomeServe; however, it did not contain the information needed for us to assess Mr. [redacted] reimbursement request. Since that time, HomeServe has made several unsuccessful attempts to obtain the required information from [redacted]. On 5/12/2015, Mr. [redacted] spoke to CAT and advised our agent that the [redacted] technician who handled his invoice was on vacation. Mr. [redacted] stated that he would send his own documents directly to HomeServe and await the return of [redacted]’s technician.

As previously noted, upon receipt of the required documentation, we will review and reimburse the cost of any repairs that would have otherwise been covered under the terms and conditions of Mr. [redacted] Exterior Sewer/Septic Line coverage.

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

I bought a 10.000.oo sewer line and water heater insurance from this company, two years later when my pipe line collapsed, I opened a claim to repair it, but they gave me all kind of excuses to deny the claim, I called my own contractors whom were disagree with theirs, after using a portable toilette for many days, I decided to pay out of my pocket for the repairs, and after fighting and struggling with this company, they only refunded one third of the money I paid.
my contractor charge 3000.00 less than their original contractor estimated the repair will cost

Review: RE: Failure to provide contracted for service agreement # [redacted]On Saturday,12/21/13, I called the service hotline because my hot water heater was leaking and I wanted it drained under my service agreement # [redacted], I was told that my contract was not paid up and to call Monday morning, despite the fact that your company was charging my [redacted] account for $10.49 a month. I had little recourse, I subsequently had a local plumber come out and drain the heater on 12/23/13. On Monday I called and spoke with a [redacted] of home serve customer service and was told yes my contract was valid. It also was apparent that the customer service people are not well versed in your own policies; I kept being told that I do not have a hot water heater policy which I am well aware, however I do have Plumbing and drainage policy which does cover hot water heater drainage yet I was denied this service.I faxed a copy of the bill from the local plumber to drain my hot water heater and my claim was denied.I would like some resolution to my issue.I own two properties and have several contracts yet when I made my 1st claim I was denied serviceHome Serve Service agreements [redacted] The bill from the local plumber which I submitted and subsequently denied was for $385.70 to come out and drain my hot water heater.A check for that amount to me would settle this complaint.The content of the letter above was sent registered mail to [redacted], CCO of Home Serve USA Norwalk CT, and was signed as being received by HomeServe on July 29,2014US post office article #[redacted]return receiptDesired Settlement: I had to hire my own plumber to provide the service I had contracted for and paid for to Home Serve USA. I want to be reimbursed for $385.70 that I had to pay a local plumber for the service that should have been provided by HomeServe contract #[redacted].I appreciate the Revdex.com pursuing a remedy on my behalf

Business

Response:

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