HomeServe USA Corp.

Review: I have been a customer for a few years. Home serve insures electrical and gas linesI remit payment as soon as statement is received and always receive a second and third notice for nonpayment. This happened again regarding electrical coverage and I called after receiving a second and third notice. During most recent phone call I again provided check number and date the check cleared my account. Home serve claims no payment had been made and had cancelled my coverage without notifying me. As of this date, Feb 17, 2014 coverage has been reinstated and they are now trying to locate payment. This inefficiency is frustrating for me and as a senior citizen I should not have to deal with this aggravationDesired Settlement: I wanted Revdex.com to be aware of this in case others have been affected by this inefficiency

Business

Response:

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction. Our records show that Ms. [redacted] has been enrolled in our Interior Gas Line Coverage since 11/9/2010 and our Interior Electrical Line Coverage since 2/16/2011. As part of our normal business practice, if we do not receive a response to the first renewal notice, a series of follow up notifications are sent to the customer to assist in the prevention of lapsed service plans, so there are times when the payment and next renewal reminder cross in the mail. Ms. [redacted]’s Interior Electrical Line Coverage was set to renew on 2/16/2014, so the first renewal letter was sent in December, with reminder letters following shortly thereafter.

Review: In early March 2015 we signed up for water line protection at our home at [redacted]...Homeserve billed us once on March 26 for the service and a second time in early April..both charges were 65.88..We have tried via their customer service department to have the error corrected but Homeserve refuses to do that make that correction.Desired Settlement: We would like the extra charge credited to my checking account or a check for the refunded amount

Business

Response:

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

In response to this complaint, we have reviewed Mrs. [redacted] account. It appears that Mrs. [redacted] checking account was mistakenly charged twice for $65.88. Per her request, a refund in the amount of $65.88 was processed into the bank account on file, which should be received within 3-5 business days.

On 8/4/2015, a member of our Customer Advocacy Team spoke with Mr. [redacted] and advised him of the refund and apologized for the error. Mr. [redacted] was understanding and appreciative of the call. We thank the [redacted]’ for their patience and trust that this response has been adequately resolved. Thank you for the opportunity to respond.

Review: We are very disappointed in HomeServe as we paid our $300 fee for home

service. On Wednesday, Nov. 26th at 4:30pm we telephoned HomeServe CS

telling them we had problems with our heating system. They told us a

technician cannot be sent to our home until the next day (Thanksgiving

Day!) between 8am and noon. On Thursday, at around 10am the tech came

to inspect our heating system and told us we are in need of a part that he

does not have on his truck. He shut down our system and said he will be

phoning in our problem and request the part from the parts dept.

It is now Friday, the day after Thanksgiving and we are still without

heat and it is below freezing. At 7:50am we called the "24 hour" CS

number and the recording says they do not open until 8am!!!! When

another call is made, CS says no call has been put in for our part and

in 3 more phone calls were told the Parts Dept. does not have our part!

(Where does the parts dept. get their parts from?????) We are freezing

in our home and are now told we have to wait until a part is found and

they will let us know. We asked if any truck in our area has the part,

we were told no. It is Monday, Dec. 1st. We are still awaiting the part to come in.Desired Settlement: We would like to see our heating system in good working order as soon as possible and feel a partial refund of our $300 for home service should be given as we were left freezing in our home for many days. The reason we had taken the plan was so we would be assured if anything ever happened to our heating system, we would have service done immediately as they say it is a "24 hours emergency" service.

Business

Response:

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

Mr. [redacted] contacted HomeServe on 11/26/2014 at approximately 4:56pm to report a problem with his heating system. Our technician was onsite the next morning and found that Mr. [redacted]’s furnace required a new model-specific circuit board, which was promptly ordered on 11/28/2014, and arrived on 12/1/2014. No parts suppliers were open for business on 11/27 due to the Thanksgiving holiday. A repair appointment for the following afternoon was scheduled.

A technician arrived onsite at 1:22 PM on 12/2/2014 but no one was present at the [redacted]’ residence. HomeServe unsuccessfully tried to reach Mr. [redacted] by phone. Mr. [redacted] returned the call and rescheduled his appointment for the following afternoon. On 12/3/2014, our technician attempted to install the new circuit board, but discovered the part was not compatible with the customer’s heating unit. Our technician ordered another part for Mr. [redacted] and installed the correct circuit board on 12/4/2014.

We apologize for any inconvenience Mr. [redacted] may have experienced during the repair and hope that he is now satisfied with his repair.

In response to this complaint, HomeServe made several attempts to reach Mr. [redacted] by phone regarding his concerns over the service call. If Mr. [redacted] would like to discuss his service call, we invite him to contact our Customer Advocacy Team at ###-###-####. Thank you for the opportunity to respond to this complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First, HomeServe did not set up an appointment to let us know they were coming as per their response " A repair appointment for the following afternoon was scheduled.

A technician arrived onsite at 1:22 PM on 12/2/2014 but no one was present at the [redacted]’ residence. " Secondly, HomeServe contacted us by phone (My wife and I were at work when the call came in) and told us we would be receiving a check for $50 as a gratuity for our trouble. I telephoned back and left a voicemail confirming our address that was asked of me. As of this date, January 7, 2015, I have not received the check.

Sincerely,

Business

Response:

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

On 12/2/2014, HomeServe received the part needed for Mr. [redacted] furnace, and in an effort to expedite Mr. [redacted]’ repair, set up an appointment for the same day between the hours of 12 and 6PM. HomeServe made several unsuccessful attempts to reach Mr.[redacted] and ultimately left a voicemail to advise him of the appointment and provided a telephone number at which he could reach our customer service department if that appointment was not convenient.

HomeServe previously advised Mr. [redacted] he would receive a $50.00 gratuity check. According to the [redacted] tracking information, the gratuity check was delivered to Mr. [redacted] on 1/15/2015.

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

Review: I have received numerous requests form this company. At first it use to come with the address number as [redacted] and now recently with [redacted] which it the right address number on it. My main issue is I am not the homeowner and with that being said the homeowner has not nor has even receive a letter/request from this company. With that on each of their requests to pay for their services it states I only have 30 days to respond to their request. I personally am still not convince they are actually a legitimate company.Desired Settlement: To have them stop sending me requests.

Business

Response:

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

Review: [redacted] sold me a service contract on my gas heater at my new home without informing me that there was a 30 day waiting period. When I first turned on my heater, it didn't work. I called the contractor but because of the waiting period I did not receive service. I then talked to the neighbor who sold me the house and he sent someone out to look at the system. I didn't need the furnace until this morning. When I turned it on, it didn't work. I called HomeServe for repairs and they said it was a preexisting condition that was not covered and to review my contract. I reviewed the contract and did not see a preexisting conditions clause so I called [redacted] said it was a covered repair and told me to call the contractor back. I called HomeServe again and was told that it was a preexisting condition and that it was not covered.

Product_Or_Service: Service ContractDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like HomeServe to pay for the cost of repairs.

Business

Response:

Thank you for bringing Mr. [redacted]’s complaint to our attention and allowing us the opportunity to respond. Mr. [redacted] enrolled in our Heating System Coverage on 10/18/13. Under our service agreements, the customer has a 30-day waiting period from the effective date of enrollment before he can request a repair. Our customers are typically notified of this waiting period during the telephone enrollment process.

Review: HomeServeUSA on their website states that"coverage as roadside assistance for your home.It's there for you24/7/365, providing help, expert repair services" My 89 year old Mother called for service to get her heat back on and she was tod that they would come the next day ,some 16 hours after her call. When I called out of concern that she would be without heat all night when the tempertue was in the low thirtys,I was told that the phone line is 24hrs but the repairs stop at 8pm . Who cares about the phone line being open, my Mother needed heat. It is clear to me that this is deceptive advertising stating that repair service is 24 hrs a day.They need to be called out and state that repair service is not 24 hrs a day but primarily a day service. Thank you for addressing this issue.We need to avoid having others fall for this same lie as my very cold 89 year old mother has. [redacted]Desired Settlement: My mother, [redacted],should get a refund of the $300 she spent on the contract to have 24hr service. It is clear that she never had 24 hr service.

Business

Response:

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

Review: Our situation began with a collapsed sewer line back in March/April timeframe. Through no fault of Homeserve we were unable to get written permission for them to access our neighbors property to bring in their equipment because our property does not have sufficient space for the digging equipment. It took us until end of June to get written permission which Homeserve required, mainly due to a neighbor who we could not find home, over weeks. Once this was resolved we got back in touch with Homeserve and the plumber, who came out to get an exact estimate for the work. The problem came in when they had an issue with removing the fence because of trees grown around it. It took days for Homeserve to get back with us on if they would cover it. The answer was yes, but an estimate was made for #3,800, $800 over the covered amount. We made a reasonable request for a breakdown of the quote to see exactly where the money was being quoted, mainly because I am more than capable of tearing down a fence and some trees, and can do that work myself because it is incidental to the actual problem. Homeserve absolutely refuses to release this information, merely sending me a very general list with descriptions of Labor, Debris etc which provides no clear indication of what is actually being done. Their reasoning given has been that "THEY" Homeserve are the client to the plumber not us so they cannot reveal this information. The only information was mistakenly released by a Homeserve phone operator saying removing the fence was $380, which upon later conversations with a supervisor turned out to be something she will be punished for. It has been frustrating to deal with them refusing to tell us what we are paying the $800 for, something they would not allow for themselves. We dont even know what method we are being quoted for, or if we could opt for a different cheaper mothod. Every time we talk to someone different, the last person doesnt seem to know whats going on. 5 months living with sewage and counting.

Product_Or_Service: Sewer Line Warranty

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We are desiring the information we need to make an informed decision on which way to proceed. Obviously we are in a hard place because we are living in sewage spewing into our backyard causing mosquito and health issues in my family. In the end, if it is a REASONABLE requirement for the #800 I would gladly pay. I just expect the same treatment as this company would demand of their contractors and know why I am paying what I am having to pay.

Business

Response:

Business Response /* (1000, 8, 2013/08/15) */

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

Mr. [redacted] contacted HomeServe on 05/10/2013 to request service, stating there was sewage and waste water seeping out of a "cleanout" access point on the home's exterior sewer line. HomeServe deployed a plumbing contractor to assist Mr. [redacted] that same day, and diagnostic procedures were performed on the sewer line.

The contractor reported to HomeServe that Mr. [redacted]'s exterior sewer line needed to be replaced, due to existing separations between several sections of the line. He further stated that this was the cause of the blockage that allowed sewage and waste water to seep out of the access point. It was further determined that a portion of Mr. [redacted]'s exterior sewer line was located in a neighboring property. As a result, HomeServe needed the neighbor's written consent in order to proceed with the line replacement. The contractor provided HomeServe with an estimate for the proposed sewer line replacement, and a HomeServe claims agent informed Mr. [redacted] of the findings and recommended repairs, and requested he obtain written authorization from his neighbor in order that we could proceed. HomeServe suspended the claim process, pending receipt of the authorization, as we could not legally proceed with the repair without the authorization.

Our records show that HomeServe had no further contact with Mr. [redacted] until 06/24/2013, when we called him for an update on the neighbor's authorization. Mr. [redacted] stated he did not have a written authorization, and would follow up once he acquired consent from the neighbor's property owner, as the neighbor is not the owner.

On 07/16/2013, Mr. [redacted] contacted HomeServe and advised that he had obtained written authorization from the property owner to perform the repairs. HomeServe contacted the plumbing company and advised that the [redacted]'s repair could now be rescheduled. The plumbing company stated there would be additional labor and equipment costs to perform the line replacement, plus additional costs to remove a chain link fence and some trees from the excavation area. This procedure is not covered under the [redacted]'s optional Exterior Sewer Line Coverage. HomeServe informed Mr. [redacted] of the additional costs, which were $820 above the coverage's benefit limit. Mr. [redacted] then asked our agent for a more detailed breakdown of the costs.

In response to this complaint, we contacted Mr. [redacted] on 08/02/2013, and advised him that our agents are not authorized to provide contractor cost breakdowns without managerial authorization, due to contractor agreements we have with our service providers. Mr. [redacted] stated that our agents had already provided him the cost breakdown he had requested. We further discussed ways to reduce his out-of-pocket costs, by having him perform the fence and tree removals himself. At present, HomeServe has contacted another plumbing company to provide a second opinion on the repairs, as a means of hopefully lowering the overall repair costs. Mr. [redacted] stated he is satisfied with the information he was provided, as well as with our efforts to assist him by getting a second opinion on his repairs.

We will continue working with Mr. [redacted], and trust his concerns have been satisfactorily addressed. Thank you for allowing us the opportunity to respond.

Review: I have called Homeserv numerous times in an effort to have my name removed from their mailing lists.I get mailings regarding interior gas line coverage and water pipe coverage. I have called to no avail.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Demand that my name be removed from all mailing lists.

Business

Response:

Business Response /* (1000, 5, 2013/04/24) */

We are sorry to learn of the dissatisfaction expressed by Ms. [redacted].

HomeServe periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are intended to provide information about services that have been an enormous help to tens of thousands of homeowners.

We currently service over 1.3 million customers in the US; 96% of customers surveyed after using our services would recommend HomeServe to friends and family. More information, including customer testimonials, can be found on our website at www.[redacted].com.

We are part of an emerging service industry that allows homeowners to purchase protection against breaks in their water or sewer service lines. The development of this new industry is, in part, the result of deteriorating infrastructure in the US, where breaks in homeowner water or sewage service lines are a common a daily occurrence. 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. We offer an optional, low-cost program to cover such costs.

Our records show that on 1/26/2013, Ms. [redacted] called our customer service department and requested she be removed from our mailing list. Regrettably, Ms. [redacted]' request was not processed properly, and Ms. [redacted] remained on our list. We contacted Ms. [redacted] and apologized for any inconvenience this may have caused. As a courtesy, we offered Ms. [redacted] a discount of $36.00 upon the renewal of her current contract. Ms. [redacted] was satisfied with our resolution, and accepted our goodwill offer. Please be assured we have complied with Ms. [redacted]' request and have removed her address, [redacted], NY XXXXX, from our mailing lists effective 4/11/2013. Going forward, Ms. [redacted] will only receive correspondence regarding the Water Service Line home service contract she is enrolled in with HomeServe. Please note that while this request was immediately processed, it may take up to 30 days for the information to be completely removed from all mailing lists.

Thank you for bringing this matter to our attention and allowing us the opportunity to respond.

Consumer Response /* (3000, 7, 2013/04/26) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I do not have a Water Service Line contract with this company

Review: I taken out the home warranty service thru the [redacted] called Homeserve.Called homeserve for a repair issue in turn homeserve sent out there contractor [redacted] to snake out a sewer drain.the repairman broke his snake off in my sewer drain causing [redacted] to have to dig up my yard to retrieve the cable.after fixing the problem I still have a yard tore up and a 1foot pile of dirt in my yard.i've called homeseve several times to get this problem fixed and still have no repaired yard or debri removed.After several calls to homeserve I still have my yard in a mess..I do not recommend taking out the service thru the [redacted]..All I want is for my yard to be fixed back to the way it was before united caused the damageDesired Settlement: yard fixed and all debri removed

Business

Response:

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

Mr. [redacted] contacted HomeServe on 10/13/2014 reporting a drain line back up in his basement. HomeServe deployed [redacted] on 10/16/2014 and the repair was completed on 10/24/2014.

Mr. [redacted] contacted HomeServe on 11/4/2014 regarding the condition of his yard following the sewer line repair work. [redacted] advised HomeServe that [redacted] would return to the [redacted] residence to completing site restoration, but were allowing the excavated ground time to settle..

In response to this complaint, we contacted Mr. [redacted] then followed up directly with [redacted] confirmed that they removed repair debris and rebuilt a landscaping wall, but recommended that restoration of the [redacted]’s landscaping and lawn should be performed during warmer weather. HomeServe advised Mr. [redacted] of [redacted]’s recommendation and he agreed to wait.

As a sign of our appreciation, we provided a complimentary gratuity check in the amount of $145.00, which will be received by mail within 10-14 business days. We thank the [redacted]s for their continued patience and thank you for the opportunity to respond.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Review: Below is the commucation between me an this company. Homeservice have billed my account from April 2014 to present with out my permission. [redacted],

We are in receipt of your email regarding your billing issue. The Customer Advocate who normally handles customers in your area is out today, but will be returning tomorrow morning. He will be made aware of your issue and will assist you at that time. [redacted]

Business

Response:

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

Review: HomeServe USA thru its CA broker Home Emergency Insurance Solutions has not only improperly advertised itself as a necessary adjunct to CA Water, but fraudulently entered us into a contract with them by forging a "mail contract" for service. We have never provided them with a mail response as they claim, and we have never signed up for this service. And yet we have received a bill indicating that we will see the amount due reflected on our next statement from CA Water.Desired Settlement: The insurance broker in CA should have its license revoked and CT should deal with this fraudulent company who, regardless of settlements with two states, continues to aggressively and fraudulently pursue their business.

Business

Response:

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

In response to this complaint, we have cancelled Ms. [redacted]’s policy effective 1/26/2016, which was enrolled in her husband’s name, Mr. [redacted]. A review of our records indicates that Mr. [redacted] was enrolled in the exterior water line insurance coverage in 2008. In 2014 and 2015, we mailed Mr. [redacted] a letter indicating that his coverage would not be renewed as an insurance policy; instead, it was being replaced with a similar home protection plan.

While HomeServe is not obligated to do so, we have issued Mr. [redacted] a check in the amount of $486.75, representing the full amount paid to HomeServe since 2008. While we are disappointed to lose a valued customer, we appreciate Ms. [redacted]’s patience in resolving this matter. Mr. [redacted] should expect to receive the check within 3-5 business days.

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

These people stink.I took a day off from work for their tune up on my heating system and they cancelled.I made the appointment in August for October,now they say I have to wait to December.I explained the definition of a tune up and said we needed heat before December ,but they don't care.

Review: I have a contract with this company that states plumbing contracors dispatched to my home for service will be licensedthe letterhead on their correspondence states "protecting homeowners in the [redacted]"however in response to my many request for emergency plumbing service starting at approximately five (5) PM on thursday february 26th I was informed on friday around nine (9) AM that a plumbing cntractor named [redacted] would be arriving at my home between 3-PMalthough the homeserve staff all declared the company was licensed in D.Cthey were resistant about giving me his D.Clicense numberthey finally provided me with two(2) different numbers,neither of which were D.Clicense numbersthe contractor cancelled the jobunfortunately this is the second occurance that they have sent or attempted to send a non D.Clicensed plumber.Desired Settlement: this corporation would correct its misleading advertisingi.e." 24/emergency repair hotline" the impression is plumbing service is available on a hour basis; but in fact it's only a telephone operator whose availablemost importantly enhance your policies & procedures so that customers can verify the licensing of their plumber at the same time they are informed of who the contractor istelling the customer that he or she will have to get that info from the contractor because it is unavailable to you is totally unacceptable
Business
Response:
We have reviewed the complaint filed by [redacted] and regret to learn of dissatisfaction
On 02/26/2015, [redacted] contacted HomeServe to report a leaking shut off valve in his basement and requested a service call under his Internal Plumbing & Drainage contract (the "Contract")We deployed a service call to [redacted] & Construction ("Elevated"); they indicated their earliest appointment window was 2/27/between 3-5PMPrior to Elevated arriving onsite, [redacted] requested [redacted]s license numberDue to a miscommunication, our agent provided [redacted] with [redacted] license numberShortly thereafter, Elevated cancelled the service callOur agent then sent the service call to [redacted] ("[redacted]")
[redacted] was onsite 2/28/and identified a loose packing nut as the source of the leakOnce tightened, [redacted] was able to stop further leaking in the basement; however, [redacted] was unable to replace [redacted]'s shut off valve as it was inaccessible to the technician[redacted] will return to [redacted]'s residence to complete repairs once [redacted]'s carpenter provides access to the valve
In response to this complaint, a member of our Customer Advocacy Team spoke with [redacted] on 3/3/to address his concerns regarding our contractors and service availabilityWe apologized to [redacted] for not meeting his expectations during his service call, and for the miscommunication regarding [redacted]s license number
Further, we assured [redacted] that HomeServe's emergency phone number is available hours a day, and that our deployment team works diligently to dispatch a service call to our network contractors as quickly as possible while also being mindful of individual scheduling requests made by our customers[redacted] indicated he was satisfied with the information provided by our agent
We trust this matter has been resolved to [redacted]'s satisfaction and thank you for allowing us the opportunity to respond
Consumer
Response:
Review: [redacted]
I am rejecting this response because:i consider it dishonestone of the most important issues, was HomeServes policy of sending unlicensed dc plumbers and refering customer inquires of licensing information to the contractorTheir statement that "i was given a [redacted] license number due to a misunderstanding is clearly disingenuousI specifically asked HomeServe as well as [redacted] for their dc plumbing license numberIt was because of my insistence that the contractor be dc licensed that the job was rejectedfuthermore HomeServes response omits the two (2) other unlicensed dc plumbers they attempted to contract before finally contracting [redacted] PlumbingI find it insulting that a company has so little respect for their clients intelligenceYou have a network of plumbers in your workforce but are unaware of their license status
Sincerely,
Business
Response:
We have reviewed the complaint filed by [redacted] and regret to learn of his continued dissatisfaction
In the process of deploying his service call, [redacted] requested from our agent the [redacted]license number for each contractor which was scheduled to deploy to his residenceHomeServe agents were willing to assist [redacted] with his request and attempted to provide him with the requested information as quickly as possibleUnfortunately, in relaying that information, a mistake was madeWe strive to have all information readily available and apologize to [redacted] for the error
On 03/03/2015, a member of our Customer Advocated Team spoke to [redacted] regarding his complaintWe expressed our sincere apologies for not meeting his expectations on the service call and for the issues with [redacted] and [redacted]As we explained to [redacted] was deployed in error and was immediately removed as the assigned contractorWe informed [redacted] that ensuring proper licensing of our contractors was a top priority and assured him that [redacted] Plumbing, who began the repairs at [redacted]'s residence, was properly licensed in [redacted] (holding license #[redacted])
We trust this response adequately resolves this matter and thank you for the opportunity to respond

We received an intimidating notice from HomeServce USA Repair Management Corp. The letter stated that our underground water line could be in danger of imminent failure "leaving you (us) responsible for the cost of repair". It went on to strongly suggest we purchase a service agreement with this company.
Initially we felt this was a mail scam and were ready to report the company to the U.S.P.S. or our local police. Upon further research, we discovered it was a company rated by the Revdex.com. Although it is rated, the marketing/advertising methods used are to be considered unscrupulous.

Review: I am tired of receiving mail soliciting to purchase their insurance for the repair of water and gas line repair services.It seems like every time there is a dip in the economy, people come out of the woodwork trying to make a buck off of someone.Desired Settlement: Have me removed from their mailing list.Thankyou, [redacted].

Business

Response:

We reviewed Mr. [redacted] complaint and regret to learn of his dissatisfaction.

Review: I have been enrolled in the HomeServe program since October 2013 and I have never used the protection it provides. A couple of weekends back, our A/C was not working. If it was any ordinary weekend, I would have been ok, but it was the hottest weekend of the year. I called HomeServe on Friday to get service and was told a technician would not be able to come to my residence until Sunday. Considering I have 2 young kids, this wasn't a possibility. I called again on Saturday morning and requested to speak to a supervisor. I was told they would be schedule a new appointment and I would hear back from them. I never heard back from them, so I had to take extreme measures and get the issue resolved without the assistance of the company I pay for such situations.

I was told since I did not have a claim, I would get a full refund.

I called on 7/6 to cancel my service and request a full refund. I was told a service technician was dispatched to my residence on that Sunday, but I was not home. Once again, this proves the lack or communication and level of incompetency within the company.

I was also told they do not offer full refunds because my issue doesn't meet the qualifications for a full refund, but I reviewed the terms and conditions and it does not state anywhere that if they do not provide service, I am not entitled to a refund. I am requesting a full refund for the services I have paid because we entered into a contract and HomeServe did not fulfill their end of the agreement.Desired Settlement: As soon as possible

Business

Response:

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

On 6/12/2015, Mr. [redacted] contacted HomeServe to report that his AC was not working and request a service call under his Cooling System Coverage (the “Contract”). HomeServe deployed the job to [redacted]) who contacted Mr. [redacted] with the first available appointment on Sunday, 6/14/2015. Mr. [redacted] contacted HomeServe to advise that with two small children in the house the Sunday appointment was not acceptable due to the extreme heat. The agent advised Mr. [redacted] that the agent would discuss with a supervisor and call him back in 1-2 hours. We were unable to get back to Mr. [redacted] as quickly as expected, so he called us to cancel the service call and his Heating System and Cooling System service plans.

On 7/6 and 7/15/2015, Mr. [redacted] spoke with agents regarding his cancellation and refund. Mr. [redacted] is due a full refund, but we have been unable to reach him via telephone to let him know. Per his request, we have canceled his contracts and issued a refund check in the amount of $431.48, which he should receive by 8/7/2015. If Mr. [redacted] has additional questions we invite him to contact us at [redacted].

We thank Mr. [redacted] for his patience and trust that this response adequately resolves this matter. 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: Called Homeserve 3/7/14. Difficulty regulating heat for a heating zone. Repair man told us the zone valve head was stuck open needed to be replaced. He said it was not covered by the service contract. I called the service center to clarify since it lists this as a covered part in the contract. I was told by them that it is covered ONLY IF IT DOES NOT INVOLVE WATER WORK. This is not stated anywhere on the contract and further more, there is no way to service this part without it involving water since it is, after all, a water valve. What is the point in covering the part if it really will never be replaced under a contract. The exclusionary language is at the very least deceptive. The part is clearly listed as being covered and has no asterisk or anything to indicate there might be an exclusion associated with it. It's an extremely deceptive practice. I believe the part and it's replacement should be covered. I wonder what else is excluded? Perhaps they cover a circulator pump too but only if it doesn't involve water work??!! I have had this contract for a number of years and I've never used it, which means they have received thousands of dollars from me for nothing. When I do need it they manage to find some cute exclusion. Very sleazy.I have asked for a call back from their service center. We'll see.Desired Settlement: I would like the part repaired/replaced under the warranty.

Business

Response:

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

Our records show Mrs. [redacted] called with a heating service request on 3/7/2014, and a technician arrived on site that same day. The technician determined that the replacement of non-covered parts, namely 3 check flow valves, would be required to repair the [redacted]’s heating system.

On 3/11/14, HomeServe contacted Mrs. [redacted] by phone to discuss the cost involved with the repair; she requested her appointment be cancelled. The [redacted]s had the repair completed by a 3rd-party contractor.

We spoke with Mrs. [redacted] again on 3/14/2014, and she communicated that it was their understanding that their heating unit required the replacement of a zone valve, and we had denied coverage due to the involvement of water work. There appears to have been a miscommunication because our technician notes reflect that 3 check flow valves needed replacing, not zone valves. In addition, the 3rd-party contractor invoice that the [redacted]s submitted shows that 3 check flow valves were replaced, not zone valves. Check flow valves are not the same as either zone valves or zone valve heads, only the latter being a covered part under the Terms and Conditions (T&Cs) that the [redacted]s attached to their complaint.

However, due to customer tenure and to ensure customer satisfaction, HomeServe extended a gesture of goodwill to issue a one-time reimbursement for the work performed by the [redacted]s’ contractor. Mrs. [redacted] accepted the offer and the [redacted]s remain valued customers. She was advised to expect the reimbursement within the next 5-7 business days.

Thank you for the opportunity to respond. We trust that this satisfactorily resolves and concludes this matter.

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.

While I accepted their offer and explanation I would like to share with them some of my concerns regarding there contracted coverage language. Given that my furnace is a forced hot water system, it would appear that their service plan would not be particularly helpful for many, if not most things that might go wrong since anything involving the plumbing is not covered. For example, circulator pumps are a "covered" item but if it's replacement involves plumbing then it's not covered. Well it's part of the plumbing. Pumps and valves are integral to the plumbing so I don't see how such things could ever be covered. There needs to be much more clarity to the contract language around this issue.

Review: internal plumming /seweager/& drainiage coverageDesired Settlement: do their job & retun all my money sense Oct 20014 two homes I paid fo for 4 different services. they have not lived up to there contract lied, held me up from jan. till now.can you help me?

Business

Response:

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

On 6/5/2015, Ms. [redacted] contacted HomeServe to report that her toilets and bathtubs were backing up and requested a service call under her Sewer/Septic Line coverage (the “SSL Contract”). HomeServe deployed [redacted] (“[redacted]”) to Ms. [redacted] residence on 6/8/2015. Upon arrival, [redacted]d informed HomeServe that there was no electricity or water service at Ms. [redacted] home and that both would need to be restored before a diagnosis and repairs could be made. Following Ms. [redacted] confirmation that the services had been restored, [redacted]d returned to Ms. [redacted] residence on 6/16/2015 and observed multiple leaks on the home’s internal plumbing lines. [redacted]d recommended replacement of the subject lines and provided HomeServe with a $4,297.00 quote.

Because the repairs were associated with Ms. [redacted] internal plumbing and drainage systems, and not her sewer/septic line, the estimated cost was assessed against her Internal Plumbing & Drainage coverage (the “IPD Contract”) and not the SSL Contract. On 6/16/2015, HomeServe contacted Ms. [redacted] and informed her that the [redacted] Contract had an annual coverage limit of $2,500.00 and that she would be responsible for the remaining $1,797.00. Ms. [redacted] declined this option and the call ended.

On 7/13/2015, Ms. [redacted] contacted HomeServe and reported that there was no water coming into her home and requested a service call under her Water Service Line coverage (the “[redacted] Contract”). [redacted]d was onsite at Ms. [redacted] residence on 7/15/2015 and advised HomeServe that the water to the home had been shut off at the meter. [redacted]d further stated that until the internal plumbing repairs identified during the 6/16/2015 visit were completed, they would be unable to properly diagnose the water service line issue. HomeServe advised Ms. [redacted] of [redacted]d’s findings, but she declined any further repair work. On 8/6/2015, Ms. [redacted] contacted HomeServe and requested that her policies be cancelled. Per her request, Ms. [redacted] policies were cancelled on 8/6/2015.

In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to Ms. [redacted] on 8/12/2015 to provide clarification regarding the service call. The CAT agent advised Ms. [redacted] of the contractor’s findings and the reason for the out of pocket expense. Ms. [redacted] informed us that her own contractor inspected the internal plumbing lines and she was advised not all of the subject pipes needed to be replaced. Ms. [redacted] noted that the quote she received from her contractor was less than that provided by [redacted]d.

Our CAT agent apologized to Ms. [redacted] for the possible misdiagnosis, and offered to review her contractor’s quote. Our agent also informed her that in the event our contractor misdiagnosed the internal pipe repair, HomeServe would assist her with repairs that would have otherwise been covered under the IPD Contract. Ms. [redacted] informed our agent that while she was not currently experiencing any issues with her sewer/septic or plumbing, she appreciated our willingness to review her contractor’s proposal.

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

Called at 10AM to request service because of no heat with a 97yrs old and a month old in the house and it's 15degrees outsideWas told we are priority, with a window of 12-It's 4:54PM and no technican in sightCalled times throughout the day, no one can give me an answerEveryone who I spoke to seemed to be reading off a script because their responses were uniform but no one resolved anything! Horrible business practices!

Review: I am being charge for an account that was canceled on January 16, 2015 and February 24, 2015. I am being billed $183.95 through my [redacted] Gas account for services that initially was supposed to be billed on a monthly basis beginning in January 16, 2015, and then canceled entirely on February 24th. It has been two billing cycles since I reported the error and one cycle since I canceled it. It's still appears.

Business

Response:

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

Our records indicate that Dr. [redacted] enrolled in the Heating and Water Heater contracts (the “Contracts”) via telephone on 12/11/2014, which are billed by [redacted] Energy Service Plus (“[redacted]”). Dr. [redacted] contacted HomeServe on 2/17/2015 and stated that she had changed her billing cycle with HomeServe from yearly to monthly, but the change was not reflected on her [redacted] gas bill. Our agent informed Dr. [redacted] that it could take one or two billing cycles before she would see the change on her [redacted] gas bill. On 2/25/2015, Dr. [redacted] contacted HomeServe to cancel her Contracts, which we did effective immediately.

On 3/10/2015, Dr. [redacted] contacted HomeServe stating that charges for the Contracts were still appearing on her [redacted] gas bill. Our agent verified that the contracts had been cancelled on 2/25/2015 per Dr. [redacted] request. Our agent also noted that it could take one or two billing cycles for [redacted] to acknowledge the cancellation, depending on frequency of their billing cycle.

On 3/26/2015, HomeServe spoke to a representative at [redacted] who confirmed that Dr. [redacted] account had been cancelled and that Dr. [redacted] had been provided an update regarding her billing statement. On 3/30/2015, we attempted to reach Dr. [redacted] by telephone to provide an update but were unable to reach her.

We trust this response adequately resolve’s 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.

Sincerely,