HomeServe USA Corp.

Review: 1. Signed up on line for a heating system maintenance program at a monthly charge of $12.87 2. The monthly charges to my credit card were in excess of $15 for the first month and and over $13 thereafter.3. I have contacted the company four times over 3 months period requesting a printed copy of the service contract and every time I have been promised it will be mailed out, but as of yet I have not received it.Desired Settlement: Refund of charges in excess of what I agreed to and delivery of the a printed contract detailing the terms and conditions of the service sold to me.

Business

Response:

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

On 10/10/2014 Mr. [redacted] enrolled in our Premier Heat PLUS Plan via the HomeServe website. Although the price shown is $12.87, the online checkout screen clearly states: “If applicable, local sales tax will be applied when your payment is processed.” Accordingly, the charges which Mr. [redacted] observed represent the contract price plus applicable sales tax.

As a gesture of goodwill, however, HomeServe has applied an $18.52 credit on Mr. [redacted]’s account. This credit exceeds the amount of sales tax that he would have otherwise paid toward his plan during the entire first year of coverage. In addition, we have updated Mr. [redacted]’s mailing address and he has since received a copy of his contract documentation.

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

Consumer

Response:

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

Review: HomeServe makes a claim on their advertising that my local gas company has "arranged to have HomeServe offer service plans to its customers". This is a bold face lie as HomeServe is I no way connected with [redacted] whatsoever. They use the [redacted] logo on their envelope and as their letterhead AS IF the letter comes from and is affiliated with [redacted], in a lame attempt to trick consumers in thinking [redacted] is behind this service. They are not as I have called and checked with [redacted] directly. I have complained with HomeServe before and asked them to qut sending me their junk - but they ignore me. Maybe not they will listen!Desired Settlement: Take my name off your mailing list IMMEDIATELY! Not in 1, 2, 3, 4, 5 weeks. But IMMEDIATELY! I don't want one more single advertisement from this scam company to come to my mailbox. Period! I don't care about your typical system and typical time frame. MAKE IT HAPPEN! I've asked before, you ignored me. Now make it happen NOW!

Business

Response:

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

Review: We have a contract with Homeserve Water Line Coverage. Our water line was leaking aprox 2-3 feet from the curb. Homeserve sent [redacted] to fix the pipe. After 3 weeks they came and dug a hole in our yard and broke off the main water valve. Never came back because Homeserve claims that [redacted]'s work is over our coverage limit and that it does not cover past the shut off valve. However there was no problem with the valve until [redacted] broke it. I have called Homeserve every day and [redacted] sent pics to Homeserve. They promised to call me back by Noon 4/2/14 and I have never heard anything.Desired Settlement: We have to have the temporary pipe fixed because it is a hazard to cars and persons walking. [redacted] only put a board across the hole and the pipe crosses half the road about a foot in the air.

Business

Response:

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

Review: I'm basically submitting this to keep others from "getting same treatment". Complained to [redacted] and on the day of September 25 the company above called saying their call was result of [redacted] and said the representative was right in cancelling me due to a "pre existing condition". At a time to be specified by paperwork proof (being bombed with mailings)[and after cancelling and receiving my money back Septermber 26 by [redacted], another solicitation to "pay again" came the following Saturday. I asked for them to take care of a sewer situation exiting the home because of slow exit from the home; i.e. water left in bathtub after shower and taking about 5 minutes to drain after a bath. Also while kitchen sink draining, it's so slow part of it backs up into other side of double sink. Problem, I suspect is from large pin oak tree root from tree in front of [redacted] having punched through sever line. I complained about 3 weeks if I remember correctly until the end the year which was about to be remewed, but a representative on the phone told me they wouldn't do the work, so I didn't renew.Desired Settlement: On the day of the 25th I happened to visit the Revdex.com office for another reason ([redacted]) and told them about this and they invited me to file a complaint. I have a check and will make a copy of it before depositing it which was [redacted] to me as noted above for the full previous year "when they wouldn't to what I asked them to do in the fulfillment of the contract made. So "resolution" is not really required since since I was reimbursed, but it seems when "claims by mail not fulfilled.......

Business

Response:

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

In response to a prior complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on 9/21/2015 to discuss his July 2015 service call. Our CAT agent advised that the terms and conditions of his Sewer/Septic Line coverage (the “Contract”) did not cover pre-existing conditions. Our agent explained that during Mr. [redacted]’s original call to HomeServe on 7/28/2015 he advised our agent that he had experienced slow drainage for at least six months. Based on this information, HomeServe’s agent had determined that the issue existed prior to Mr. [redacted]’s enrollment in the Contract in March 2015 and repudiated the service call. Mr. [redacted] indicated his understanding and added that he experienced slow drainage since his purchase of the home 10 years ago.

Per his request, HomeServe cancelled Mr. [redacted]’s Contract effective 9/21/2015. HomeServe issued a refund check in the amount of $119.88, representing the full amount paid by Mr. [redacted] for the Contract. According to our records, Mr. [redacted] received the refund check on 9/23/2015.

While we are disappointed to lose a valued customer, we appreciate Mr. [redacted]’s patience in resolving this matter. 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:>Regarding case number [redacted] I called Friday to call rather than doeverything by e-mail. That's OK but I still don't really know what to do. We bought this house 10 years ago and have had several things replaced by [redacted] Warranty and there was no consequence (but it cost a lot obviously). Then as part of switching out an electric stove (via [redacted] above) we decided to switch from electric to natural gas. This was all OK but the contractor we hired to switch us over rigged up under our house but he used copper tubing. He made a mistake as the man from the gas company told me -- he said natural gas would quickly deteriorate and someone would have to renew the piping with black iron [implied, before they'd turn the gas back on]. So essentially I had to pay for that being done over using [redacted] Plumbing in [redacted]. Then you tell m the guys at Home Serve have the right to court and earn my business (??) then do nothing when I actually have a problem -- what you're telling me really doesn't make any sense -- the [redacted] told me I'd get my money back, but with all this having elapsed the way it did, it sounds to me like someone local "didn't do their job, in essence" then someone on the national level (by e-mail) asked what I thought of their job when the job was not done. All you've said was that by their "by laws" or whatever they took the right to do that and they did what they should in refunding my money. But my question is how can they do this and have a Revdex.com rating. I have a 3 inch stack of mail soliciting my business then when push comes to shove they do nothing. What's to say they haven't a computer genius who knows how to make a big splash and escape making anything of it. I have a box of Rid X and hope that might help in the case of a tree root (if that's what it is). If it doesn't I'll be going to a city council meeting this coming Tuesday and I'll be asking about what I can do next. In a house I've lived in for 10 years and there's an Oak Tree [any on driving by here can just imagine what a root system a tree that tall would develop] in the house next door's yard and my contention is it's just taken time for the roots to spread into this area where it5 can get further nourishment. I'm under the jurisdiction of www.cityofnitro.org. If Home Serve just trying to say I meed Roto Rooter, why do I have a huge stack of mail from who implies they'd "do it" no matter what it takes. Tree is in the yard of 1436 Sattes Circle. To Nitro City Hall, copy of this also sent by snail mail, mailed Sunday.Written to Connecticut Revdex.com, 29 Berlin Rd., Cromwell, CT., Att: Carolyn Betts.> > This e-mail is to notify you that you currently have a new message with> Revdex.com in regards to complaint #[redacted].> > Please click on the link below to access Revdex.com's Online Complaint> Management System to read this message.> > Click here to read the message.> > If your email program does not support the link above, then please> copy and paste the link below into your browser.> > > http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGui>...⇄ d=50498e62-4c45-4fc0-85cc-f1c73fd72e39> > This is a post-only mailing. Replies to this message are not monitored> or answered. If you have any further questions or concerns, please do > not hesitate to contact us at [email protected] or (203)269-2700.> > Thank you.

Sincerely,

David [redacted]

Review: We started a contract with HomeServe on November 26, 2012. This company is an insurance policy against anything going wrong with our outside water service line coming into the house. On November 19, 2013 we called HomeServe to report a water leak in our yard. They did send out a contractor on 11/21/13 and took notes and measurements for the repair. The repair was later approved by HomeServe but the work was never done. Another call was made to HomeServe on March 24, 2013 and another contractor was sent out. The contractor came out and HomeServe later advised us it had been approved, but again, no one came to fix our leak. Since them, many calls have been made back and forth with HomeServe, but as of this date, we have seen no repairs done.The person I've been dealing with at HomeServe is [redacted] (###-###-####). The last time I called that number I got a voice mail with someone else's name on it. I left a message describing my trouble and got no call back.

Product_Or_Service: water line insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the water line fixed per our contract.

Business

Response:

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

Review: have an annual service contract which includes an annual heating system tuneup. when calling for an appointment they do not have any available time until the third week in November. how can they offer a heating tuneup in [redacted] and then not have any available appointments until 6 weeks past October 1 which is when the heat would be turned on. They make deceptive claims and promises to get customers and don't live up to any of them. But they are always on time to withdraw their monthly payment from my checking account.

Product_Or_Service: service contractDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want a tuneup appointment prior to 10/1/14.

Business

Response:

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

Review: I was charged for a serves that I didn't authorize. When I saw the charge on my credit card I called to cancel it. The charge was made on March 31, 2014 they told me the service started on February 28th and I would be credited the money less the February charge. I wasn't aware that I even had the service until I opened my credit card bill I never received a contract of any kind.Desired Settlement: I would like my full charge credited to my card.

Business

Response:

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

Review: We have a contract with HomeServe USA for our boiler . We called them for an emergency repair tonight (11/15) as we are sitting in our home with no heat only to be told that they cannot dispatch anyone until tomorrow evening 11/16 between 6 - 10 PM - really?!? What are we paying for a Premier 24/7 emergency plan? They advertise themselves as 24/7 but react in such a way that there is no emergency response services offered. In other words they do not fulfill the contract we paid for. This is the second time we have needed them - the first time (2 years ago) in subfreezing weather they did not react but when we called and complained the next day during normal business hours we were profusely apologized to and the repair man showed up. We believed them that this was not their normal means of dealing with their Premier Customers so we stayed with them and renewed our contract. Now here we are again in need of their services on an emergency basis and once again they will not respond accordingly.Desired Settlement: Refund our contract investment - what good is it having a contract for emergency services when they do not respond to the emergency. Let me have my hard earned money back and find a company or plumber that will respond in an emergency.

Business

Response:

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

On 11/15/2015, Mr. [redacted] contacted HomeServe and requested a service call for a malfunctioning heating system under his Premier Heat Plus Plan (the “Contract”). A HomeServe agent scheduled a service call for the next available appointment on 11/16/2015 between 4 - 10:30PM. Unfortunately, our agent mistakenly told Mr. [redacted] that the appointment window was between 6 and 10PM.

On 11/16/2015, HomeServe sent Mr. [redacted] a text message advising him that an earlier appointment window was available and that he could contact HomeServe to reschedule his service call. Later that day, Mr. [redacted] contacted HomeServe and spoke to a HomeServe Repair Case Manager (“RCM”) regarding the text message and stated that he would not be available until 4PM. Our RCM informed Mr. [redacted] that he was still scheduled to have a contractor onsite that afternoon and that the text message was a notification of an earlier appointment. Mr. [redacted] expressed his frustration with waiting 24 hours for a service call. Our RCM apologized and advised that due to a high volume of emergency heating jobs in the area he was assigned the first available appointment window. Ultimately, our technician arrived onsite shortly after 5PM and restored the heating system to full functionality.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) spoke with Mr. [redacted] on 11/20/2015. Our CAT agent apologized for any frustration Mr. [redacted] experienced, and explained that per the terms and conditions of the Contract customers could contact our repair hotline 24 hours a day, 7 days a week, and that HomeServe would perform services under the Contract Monday through Saturday between 8AM – 5PM. Mr. [redacted] thanked our CAT agent and appreciated the call.

In an effort to exceed customer satisfaction, HomeServe has processed a gratuity check in the amount of $87.77, representing the remaining balance of Mr. [redacted] Contract for the 2015-2016 coverage period. Mr. [redacted] should expect to receive his check by mail within 10-15 business days.

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: half of the information is false. While I spoke with two (2) agents - one with the screw up on the appointment schedule change in the middle of a work day (had HomeServe told me they would be to my home early I would have taken a day off from work, but they didn't they scheduled me between 6 and 10 PM). The statement that we waited so long "due to high volume of emergency heating jobs in the area" - really, what was the reason for the same treatment by HomeServe the only other time I called them for help? And why is that reason being input here but never told to me when I called, never told to me when I spoke with your agents, etc.? The second agent or CAT specialist I spoke with did apologize for our inconvenience but NEVER explained what a Premiere account is, never stated that the hours of service are Monday - Saturday 8AM - 5PM - what good is having a contract with HomeServe if a problem occurs between 5:01 PM and 7:59AM??, OR mentioned anything about a check being sent to us - does this "gratuity check" for the balance of our contract cancel our contract?

We smelled gas and called the gas company. Their tech came out and determined there was a leak and to call a plumber immediately. we called our regular plumber who arrived in 20 minutes. We had 4 policies with Homeserve. My wife called their number and was told by their representative to cancel the plumber. Their plumber was 5 hours away. A second plumber they recommended had a bad reputation. She asked if we could be reimbursed. They refused. We cancelled all the policies. I would not recommend their services to anyone.

Review: This company, HomeServe added their policy to my account with the [redacted] without ever contacting me in any way. I've made several calls to the company, each time being told they will take it off my bill immediately. Yet it appears every month. I've spoken with others who this has happened to and found that it sometimes goes on for years before they get it straightened out. How can the consumer stop this fraudulent activity? How can a city utility tack this bill on to the small print of their bill legally? Please help me get these charges off my water bill and get this activity stopped.Should a complaint be filed against the [redacted] to make them stop this activity? I have to wonder how many people are paying for this service they never requested.I don't own this home. It's my understanding that this is an insurance policy on a property that I don't own.

Product_Or_Service: Insurance policy

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund my money & remove this company from my utility bill.

Business

Response:

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

Ms. [redacted] enrolled in Exterior Water Service Line coverage (the “Contract”) on 1/12/2015 via a postal enrollment form, authorizing a $5.49 monthly charge to be added to her [redacted] (“[redacted]”) bill. On 3/27/2015, Mrs. [redacted] contacted HomeServe requesting cancellation of the Contract; our agent processed the request effective the same day. On 5/4/2015, Ms. [redacted] contacted HomeServe and informed our agent that the monthly charge was still appearing on her [redacted] bill.

HomeServe contacted [redacted] and learned that the property owner, [redacted], enrolled in Exterior Water Service Line via a postal enrollment form for the same address. Because the water bill for that address is in Ms. [redacted] name, [redacted] added the charges to her water bill. On 6/3/2015, [redacted] confirmed that $21.96 would be credited back to Ms. [redacted] account and that the Contract would be cancelled immediately.

On 6/3/2015, a member of our Customer Advocacy Team reached out to Mr. [redacted] to advise him that the Exterior Water Service Line coverage he had enrolled in had been cancelled due to the charges appearing on Ms. [redacted] bill. On 6/3/2015, we also attempted to speak with Ms. [redacted] to provide clarification regarding the charges, but were unable to reach her. Should Ms. [redacted] wish to speak with a member of our Customer Advocacy Team, or have any additional questions, we invite her to contact us at [redacted].

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is all fine & good except that the charge is stil showing up on my current bill. I did not sign up for this service-ever! If Mr. [redacted] signed for it, it should be on his bill. I want this removed from my bill once & for all. I've been told by the water company that they can turn my water off if I do not pay. I had my lawyer check in to this matter for me & was informed of the scam, that the water co. gets a kickback of 10% on each bill, Further, HomeServe has already been charged & fined in England for the same scam. Please stop this company from stealing from the people of [redacted]. and all the other states where they are running the scam. According to past results, even the folks who did buy the insuranced have an extremely difficult time collecting on losses.

Business

Response:

We have reviewed the complaint filed by Ms. [redacted] and are sorry to learn of her continued dissatisf*ion.

In response to this complaint, HomeServe spoke with a [redacted] representative on 7/6/2015 who confirmed that Ms. [redacted] HomeServe coverage was cancelled on 3/31/2015. Louisville Water’s agent noted that a charge for the coverage appeared on Ms. [redacted] April 2015 bill, but stated that a subsequent credit, in the amount of $21.96, was placed on her account on 6/4/2015. Further, Louisville’s agent confirmed that Ms. [redacted] water service would not be disconne**ed due to her past HomeServe coverage. On 7/9/2015, a member of HomeServe’s Customer Advocacy Team unsuccessfully attempted to speak with Mrs. [redacted] regarding her billing concern. Should she wish to speak with a member of our Customer Advocacy Team, she can conta** us at [redacted].

Further, Ms. [redacted] assertion that HomeServe is “stealing from people” and is a “scam” is wholly without merit. HomeServe is a legitimate company with operations in 46 states and has provided over $192 million in services to its customers, representing 890,000 service jobs across its produ** lines, over the last three years. We serve more than 2 million customers across North America, including Canada, holding over 3 million service contra**s, and have a 98% customer satisf*ion rating among customers surveyed after using our repair services. HomeServe is accredited with the ** Revdex.com and has an “A” rating.

HomeServe currently has partnership agreements with municipalities and utilities across the country, covering over 22 million households. Like many municipalities and utilities, [redacted] has seen the opportunity for cooperation and partnership with us to provide an optional protection program to the homeowners they serve.

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

THIS IS A SCAM. Unless your contract with your local water company indicates otherwise, any water lines on your property, but "upstream" from your water meter are your local water company's responsibility. While they can use easement laws to dig up your lawn to repair leaky or obsolete pipes, they can't bill you for these repairs.
Even if your contract with your water company puts you on the hook for repairs to external water lines on your property, your homeowner's insurance policy is likely to cover cost of lost water and repairs unless it indicates otherwise.
UNLESS YOU HAVE SIGNED A CONTRACT WITH YOUR WATER COMPANY WHICH PUTS YOU ON THE HOOK FOR REPAIRS TO WATER PIPES ON YOUR PROPERTY, AND/OR YOUR HOMEOWNER'S INSURANCE DOESN'T COVER DAMAGES AND REPAIRS TO EXTERNAL WATER LINES, addition insurance to cover cost of repairs "upstream" from your water meter is unnecessary.
I have forwarded junk mail from Homeserve to the [redacted]. and I encourage others to do likewise. Forward physical copies or scans of Homeserve's official-looking, but bogus, mailings to your state attorney general. The faster we can put these scammers behind bars, or out of business, the better.
This isn't just me blowing smoke, there are plenty of newspapers who are also sounding the alarm, and the [redacted] AG reached a settlement with Homeserve in 2011. Shame on the Revdex.com for allowing these scammer to get an "A+" rating from their organization.
Caveat: I am not a lawyer, nor to I play one on TV.

Review: removal from this company's mailing list and their subsidiaries.

Business

Response:

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our recent optional service offers.

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

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

Review: We received notification via the [redacted] from the HomeServe USA Repair Management Corporation that stated “This letter is to inform you that as a homeowner you are responsible for the full cost of repairing your exterior water line. We have found that your property is not covered with Exterior Water Service Line Coverage from us. As a tenured Marketing Professional, it is clear to see that it is quite intentional that this organization has taken great pains to design it solicitation letter to look like a billing or payment notification. Its carefully selected “Response Requested Within 30 Days” can and will certainly evoke a quick response to less savvy consumers who are either fearful that this is possibly a bill for some coverage that could expire. The company has buried the toll free number in the fine print of its Important Question and Answers on the opposite side of its solicitation. On the Acceptance form it tells the consumer “I have the option to cancel this contract at any time without additional costs to me by calling [redacted]”. Again the implied message is that the consumer already has a contract. Shame on HomeServe USA for using these tactics to make a quick buck. I am requesting, no demanding that you cease and desist from sending additional solicitations to my attention either by phone, email or mailDesired Settlement: Cease and desist

Business

Response:

We have reviewed the complaint filed by [redacted] and regret to learn of her dissatisfaction with our Exterior Water Service Line 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 2.8 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 obtains publicly available information for our mailings through third-party vendors, as do numerous other companies. We utilize standard direct-marketing methodologies to periodically send these mailers to residential addresses to inform homeowners of optional home service contracts available in their area that have been an enormous help to tens of thousands of homeowners, including those in the state of [redacted], where [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. As per her request, we have added [redacted] address, [redacted] to our internal “Do Not Mail” list. Further, we have added [redacted] e-mail address and phone number to our “Do Not E-Mail” and “Do Not Call” lists, respectively. We ask that she please allow up to 4-6 weeks for the requests to be implemented. In the meantime, she may continue to receive mailings while our system updates. We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

Review: I called for a complaint of heat and hot water not working in October 2013. I was told since a technician could not be sent in 48 hours, I could have a local contractor do the repair and they would cover the cost. I did so, faxed them the cost and every time I contact them, all I am told is someone will contact me in 2-3 days.no one had ever contacted me and no refund of the money was ever sent.Desired Settlement: I want the cost I paid the contractor to be paid to me in full ASAP plus $50.00 for harassment and delay.

Business

Response:

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

Our records do not show a service request by [redacted] for the month of October 2013. We reviewed the service invoice that [redacted] provided with this complaint, the date of the document is 1/08/2014, which coincides with a service call our techs performed at the home to repair a malfunction with the home’s heating system on 1/7/2014. However, the invoice details maintenance procedures performed on a water heater.

In order to clarify and address discrepancies between [redacted]’s invoice, the complaint narrative, and our service records, we have tried several times unsuccessfully to reach [redacted] by phone.

If [redacted] is still seeking to have HomeServe address their concerns, we ask [redacted] to contact HomeServe at ###-###-#### at her earliest convenience.

Thank you for the opportunity to respond. We look forward assisting [redacted] with his concerns.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I had a home warranty police almost 4 years ago with Homeserve when I purchased my home. That lapsed after 1 year, and I did not renew it, since I felt it provided too little value.I learned today while preparing for taxes that Homeserve has been billing me $19.47 every 3 months since 1/8/2013 without my permission. Yes, I probably should have caught it sooner. But billing someone for services not requested seems perhaps fraudulent or at least very unethical business practice.I want a refund and this company to stop what they are doing to me and to whomever they are billing without permission.Desired Settlement: DesiredSettlementID: Refund

I want a full refund for 2013 and 2014 and for Homeserve to apologize for what it has done. I also want it to stop billing customers for services not ordered.

Business

Response:

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

Review: I purchased the supplemental insurance on dec 22nd 2013. I thought it was a great idea and affordable. I called on feb 11 2014 and was told my issue was pre-existing. The problem was that I said I noticed slow drainage mid january and the company requires 30 days to make a claim. I was told because I said jan 20th instead of 23rd I was not covered. I was also told drainage was not covered, but it is on the website as being covered. I said fine, I have a blockage issue which is causing sewage back up. I noticed this the night before I called. I was told agai it was a preexisting problem because I mentioned the slow drainage problem, which isnt suppose to be covered. I asked the rep because I called 45 days after my purchase as oppose to 60 days I cant be covered and she said yes. Are you serious your website states 30 days from date of purchase (dec 22nd) and I called feb 11th and im still not covered. I cancelled. Then later found out a co-worker had a problem with them also regarding coverage.Desired Settlement: I want this company to be held to their own policy. If there are underlying requirements the customer should be made aware of this before purchasing.

Business

Response:

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

Review: I do not wish to renew the Exterior Sewer/Septic Line Coveragethat I paid for 10/1/12. This was paid by check at that time.I have not responded to renewal notices because I did notwish to renew. This company used my account number from thecheck written a year ago and withdrew an amount of $119.88.I stopped payment at the bank and they have red tagged thiscompany on my account.There was a second coverage for the water line paid bycheck in July, 2012 for $59.88. I do not wish to renewany coverage with this company.I will appreciate your service at this time.Thank you,[redacted]Desired Settlement: Amount paid to company.

Business

Response:

Thank you for allowing us the opportunity to respond to [redacted] complaint.

Review: When my Home Serve account renewed on 11/25/2015 it was for $309. That seemed above my budget and I called the company to inquire about a lower cost plan. I was told that I could reduce my plan to $235 by downgrading to a different level. I agreed, and was told that they would subtract the $235 from the $309 for my service this year and apply a credit of the difference of 74 to my account for next year. Then on 12/25/2015 my credit card was charged for an additional $235. I called on 12/30/2015 to dispute the transaction with Home Serve and was told that due to some "gltich" in there system I was charged again. They told me that they would refund the original charge of $309 and that I should expect a to see a credit on my account. After waiting a week and not seeing a credit applied to my account I called Home Serve again to inquire and was told that the credit had been applied to my credit card the previous day. I still did not see a credit on my credit card account. I called my credit card company and they still do not see any credit request from Home Serve to my account. I am disputing the original charge now with my credit card company.Desired Settlement: This company charge me an additional fee for an account I had already paid for and is now neglecting to refund my payment. I had to spend several hours on the phone with Home Serve and my Credit card company and the issue is still not completely resolved.

Business

Response:

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

According to our records, Mr. [redacted]r was enrolled in the Premier Heat Plus Plan (“PHPP”) on 11/24/2014. On 11/30/2015, Mr. [redacted]r contacted HomeServe and requested cancellation of the PHPP and enrollment in the Premier Heat Plan (the “Contract). Our agent informed Mr. [redacted]r that because he had already paid in full for the PHPP coverage ($309.00), HomeServe would apply those funds towards the Contract ($235.08), and issue a credit to his credit card in the amount of $73.92.

On 12/30/2015, Mr. [redacted]r contacted HomeServe and advised that HomeServe had charged his credit card $235.08, rather than issuing a credit. Our agent apologized to Mr. [redacted]r and informed him that a system error caused the additional charge. In effort to exceed customer satisfaction, HomeServe issued a $100 gratuity check to Mr. [redacted]r. On 1/6/2015, a pro-rated refund in the amount of $303.09 was deposited into Mr. [redacted]r’s checking account on file.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) reached out to Mr. [redacted]r to discuss his concerns. Mr. [redacted]r advised the CAT agent that he had nothing further to discuss regarding his complaint.

We thank Mr. [redacted]r for his patience and trust this response adequately resolves this matter. Thank you for the opportunity to respond.

Review: I have now gotten three bills from HomeServe saying my CONTRACT is about to expire and I have to pay $59.88 right away or my service with them will expire. I have no service with them. I do not have a contract with them. This is a ruse to get people with memory problems (older folks) to just mail a check. It says my payment is now DUE and it calls it a renewal payment. This is false and they know it. They list their address in Lancaster PA. I am in Eugene OR. They list their phone number as 1-877-444-7737. THEY NEED TO BE STOPPED from duping money out of folks.Thanks for listening.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I just want to see them put out of "business" I want people to be able to come in here and see they are not legitimate. I'd like the Revdex.com to contact them and say cease and desist.

Business

Response:

Consumer Response /* (-101, 9, 2013/07/26) */

From: [redacted] (mailto:[redacted]@aol.com)

Sent: Friday, July 26, XXXX X:XX PM

To: [redacted]@bureaudata.com

Subject: Re: Revdex.com Complaint Case#84120864(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)

Yes and thanks they did call. They claim that I did indeed send them a check for their service over a year ago. I cannot find any record of that so I don't know if it's truthful. I highly doubt I'd buy a water line insurance from all the way across the country and I do not see the check. If I had sent them a check then they would have good reason to keep sending me renewal notices and if not they are fraudulent. I'd keep the information on file and see if you get more complaints. It appears to be a scam. Thank you for your time,

Consumer Response /* (-5, 13, 2013/07/29) */

From: [redacted]

Sent: Friday, July 26, XXXX X:XX PM

To: [redacted]@bureaudata.com

Subject: Re: Revdex.com Complaint Case#84120864(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)

Yes and thanks they did call. They claim that I did indeed send them a check for their service over a year ago. I cannot find any record of that so I don't know if it's truthful. I highly doubt I'd buy a water line insurance from all the way across the country and I do not see the check. If I had sent them a check then they would have good reason to keep sending me renewal notices and if not they are fraudulent. I'd keep the information on file and see if you get more complaints. It appears to be a scam. Thank you for your time,

Review: I had 3 contracts with HomeServe and on April XX XXXX I called and spoke with a customer service rep by the name of [redacted]. I requested my contracts to be canceled as I had lost my job and had a family emergency that required me to leave town on Tuesday the 23rd of April. I was told they would be canceled and no more automatic withdraws would occur on my checking account. As of March 24th there were 3 charges 2 for 9.99 and one for 6.24 charged to my account. To make a long story short I made a request for a refund and the first person said they would send up for the refunds to be returned to my account. I received one refund for 9.99 but are due 9.99 and 6.24 for a total of $16.23. Called again and was told no and given to a supervisor. After the same research as was done before I was told no. I will be contacting all states where they (HomeServe USA Repair Management Corp)do business as well as I will be contacting my local Water Department to apprise them of the situation and request they remove HomeServe as their warranty carrier. Regards,[redacted]

Desired Settlement: DesiredSettlementID: Refund

Refund of $16.23

Business

Response:

Consumer Response /* (-101, 5, 2013/06/05) */

From: [redacted] (mailto:[redacted]@bkiltz.com)

Sent: Tuesday, June 04, XXXX X:XX PM

To: Revdex.com (Do Not Reply To This Email Address)

Subject: Re: Revdex.com Complaint Case#84119264(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)

In regards to the complaint id# XXXXXXXX I am currently awaiting a

refund and will contact you to let you know the issue has been resolved.

Thank you,

Business Response /* (1000, 6, 2013/06/13) */

Thank you for bringing Ms. [redacted]'s concerns to our attention. Our records do not indicate any contact from Ms. [redacted] in April, requesting cancellation of her plans. However, based on our agent's discussion with Ms. [redacted] when she contacted us on May 23, we agreed to send her the refunds she requested. Unfortunately, two of the refunds were not processed due to an internal error. Prior to receiving this complaint, we had reached out to Ms. [redacted] on May 30, to address the issue of the unprocessed refunds. At that time, we promptly reissued the remaining refunds. We spoke with Ms. [redacted] on May 31. Ms. [redacted] confirmed she had received all refunds, and was satisfied with the resolution.

We trust this response resolves the matter. Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns.