HomeServe USA Corp.

I called my electric provider [redacted] because the information for this policy arrived in a [redacted] envelope on [redacted] letterhead. [redacted] says that they have NOTHING to do with these people -- that they are just "partners"... What kind of crooked deal is this that they would "partner" with a company with such horrible reviews? How can this company stay in business with such horrible problems?

Review: We have a contract with Homserve which covers internal plumbing issues. We had a major problem with leakage from an internal pipe. We called home serve which sent a contractor to our home. He provided no assessment of the problem and no further instructions about the process. He simply said he would report back to home serve. After hearing nothing from the contractor or Homeserve, we got estimates for the work. After 3 weeks, I called home serve and was told that they had no further information on record and didn't know why we were not contacted. We had the work done which involved opening up the wall and replacing a portion of the pipe. When I talked with the Homeserve representative to advise that we felt this problem needed immediate attention, her response was, well you have more than one bathroom don't you? She also told me that Homeserve would not pay for the work we had done. I later called Homeserve to a cancel our service and spoke with a representative who asked why we wanted to cancel the service. She said that due to the circumstances, we could possibly be paid for the work and that she would look into it. She later contacted me to say that homeserve would pay the expenses we incurred. I did hot hear from her for a couple of weeks. She left me a message saying that a supervisor should have been in touch with me. I called to let her know that no one had contacted me. She again agreed to get back to me. After hearing nothing, I called again. This time she said that the company would pay us $425, the amount that their contractor said he would have charged for the job ( approximately 3/4 less than the amount we paid). This was the same contractor who originally came to our home, never filed a report with Homeserve, never gave us any information, never got back to us and never saw the pipe once the wall had been opened). I asked them to send that amt. since they would not pay amt. due. It has been 2 weeks and the payment they promised to expedite has not come.Desired Settlement: Payment for the repairs we made that should have been covered by our contract.Please note that dates for occurrence and notification are approximate.

Business

Response:

Thank you for bringing our customer’s concerns to our attention.

Review: I had purchased a home protection plan with our local [redacted] utility company, in 2011. Home serve USA took over the plan early this year. This is the 1st time trying to make a claim on this coverage. The thermostat that regulates the heat and ac for my house stopped working a couple of days ago. Basically It will turn both on or off but won't regulate according to temperature. I contacted homeserve today to get someone out to fix it. I spent an hour on the phone with them to find out that I don't have cooling coverage and since it is the summer that it would not be covered and that I would have to wait till the fall or winter to get the claim covered. I have since cancelled the coverage and will be getting this repaired out of my pocket.

Product_Or_Service: homeserve home protection

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like homeserve to either pay for the repair or to refund the money paid to them for coverage that is not there. Any help would be appreciated.

Business

Response:

Business Response /* (1000, 9, 2013/07/18) */

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

Our records show that HomeServe acquired Mr. [redacted]'s Preferred Service Plan from [redacted] Company on March 31, 2013. This plan covers the cost of repairs to the primary home heating appliance and one water heater.

On 6/24/13 Mr. [redacted] called to report a problem with his air conditioning unit. During the call, we assured Mr. [redacted] that a contractor would be dispatched promptly. We also explained that if it was determined the issue was with the air conditioning unit, the repair would not be eligible for coverage under his plan, due to the fact that this plan does not cover the repair of air conditioners. Unfortunately, Mr. [redacted] declined service at that point, and cancelled his contract.

Upon receipt of this complaint, we tried unsuccessfully to reach Mr. [redacted] to discuss his concerns. Please be assured that we will gladly review Mr. [redacted]'s repair invoice, and in the event covered repairs were performed, we will reimburse him in accordance with the terms and conditions of his contract. We encourage Mr. [redacted] to contact us at the number listed below as soon as possible.

We trust this response will address the matter. Thank you for allowing us the opportunity to respond.

Consumer Response /* (3000, 11, 2013/07/23) */

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

I called to describe a problem with my thermostat which is part of the heating system in the home. I explained earlier how homeserve would come to the conclusion that it would be part of the cooling system. They told me since it is the summer it would not be covered under my plan. Fortunately I myself am pretty handy and was able to repair it myself by reattaching a loose wire. I believe a standard fee that they would pay a technician to come out would be an appropriate settlement to the dispute.

Business Response /* (1000, 14, 2013/08/12) */

Following our review of Mr. [redacted]'s original complaint, we determined that an issue with his air conditioner thermostat is not covered under the Preferred Service Plan. This decision was based on the information that Mr. [redacted] provided, stating the problem was with his air conditioner. However, since Mr. [redacted] believed that his issue was covered under his contract, we offered to send our licensed contractor to his home to diagnose the issue. Had the contractor found that the issue was covered under the contract, we would have gladly performed the necessary repairs. Mr. [redacted] declined our offer after he was advised that if the issue was not covered under the contract, he would be responsible for any fees due to the contractor.

In response to Mr [redacted]'s original complaint, we offered to review the invoice for reimbursement consideration for any covered repairs. Mr. [redacted] now states he made the repairs himself, and is asking that we pay him for the repair. Although we do not have an invoice, or an estimate of cost of the repair performed, as a gesture of goodwill, we are willing to reimburse Mr. [redacted] the amount of $120.00 which is what it would have cost to send a contractor to his home. Unfortunately, we have not been able to reach Mr. [redacted] to extend the offer. We encourage Mr. [redacted] to contact us at his earliest convenience to inform us if the offer is acceptable to him. If so, we will forward a check to his attention promptly.

Mr. [redacted] may contact HomeServe directly at XXX XXX-XXXX. We trust this response satisfactorily addresses the matter. Thank you for allowing us the opportunity to respond.

Review: I contacted a company called Home Serve after they sent me yet another notification in the mail that I didn't have certain coverages concerning my [redacted] bill. This was on 10-13-2014 @ 7:06pm EST. I had contacted them to let them know, yet another time, that I did not want adds sent to me in the mail, because I would never want their services, as I have water and septic coverage through my home owners insurance. The man who answered the phones name was [redacted], who had let me know that I had been paying for some of their services already for years. He then asked if I would like to cancel my services, in which I answered that I would not acknowledge that something that never existed should be cancelled. I answered that was, as I had never signed up for any services. Being that [redacted] couldn't help with refunding any of the money that was stolen from me, he sent me to his team leader [redacted] was fairly unhelpful and also tried to pull the trick getting me to cancel, which I refused to do, as I had never signed up for their services to begin with. He and I parted our phone conversation, by him letting me know that someone would contact me within 48 hours. This never happened, so I called 3 days later, starting a dispute with them. Essentially, I was able to start a claim and was put in touch with [redacted]/a case manager there [redacted]), who called me at some point to tell me that I did in fact sign up for two separate coverages, one over the phone and one through mail/signature. I told him that never happened and he; thirdly, tried to get me to cancel. I told them that I wouldn't cancel and secondly that I wouldn't pay for those services now that I caught them on my bill. [redacted] said that I had signed up for Sewer Septic coverage over the phone in January 2011 and claims that he has a voice recording of me stating that I accepted such charges. I asked to hear this and he said that he couldn't get into the room that would allow such and that he needed time to call me back, and that he would... He never did call back with that ability. The second service with a signature posed a different problem, but one that came from errors on their part. This was for water service line coverage. [redacted] and I have a long conversation after they repeated my contact phone number to me, which ended up being my ex-wife's number. First time I'd thought of her in months. After I brought to his attention that I had bought that house in full, with no loans, before marrying my ex-wife, in a way that her name was never on the deed or home ownership in any way, [redacted] had let me know that he had my signature and not hers. [redacted] sent such a letter which states her name and in parentheses, says [redacted]. I never gave her permission to do so and Home Serve had no right to take her signature and didn't catch her little note in there loose system.

One of my biggest concerns here is that [redacted] is the one who lists these services on their bill, but Home Serves name is no where on the bill. When calling [redacted], they notify us to take our disputes up with Home Serve, but again these services are not listed appropriately, making it hard to catch and essentially "cancel" the problem. [redacted] cancelled me as I let him know that I'd never pay them any money and furthermore was demanding a full refund for the services they had falsely advertised and were never asked to perform, by me the one and only home owner at this residence in the past 7 years. The Water charges went back to January 2009 and totaled $384.30 (35 bi-monthly payments of $10.98 until refusal to pay for more undesired services). The sewer charges went back to January 2011 and totaled $459.54 (23 bi-monthly payments of $19.98 until refusal to pay for more undesired services. These charges are likely hitting millions homes, without them even signing up for them. This company will not prove that you signed or phone signed, which seems like by definition shouldn't even be a thing with many possible ways to impersonate someone else. By the way, I currently sing in 13 different octaves and can morph my one voice to sound like over 100's. My ex-wife of over 4 years could mimic many as well, as she loved seeing how closely she could do the ones I did. I think you see where I am going with this and my claim to such a loose system, leading me to have $843.84 (by my calculation... its hard to get any real numbers from this company, only their admitted slip ups referencing a timeline. Reminder, no services were performed at any time, as no coverage or instances occurred. They didn't even call back in 48 hours originally, and in the end left me hanging again. Not impressed and don't like being stolen from.Desired Settlement: I'd like a full refund of what I was charged. $843.84 is my calculation. Secondly, I'd like no junk mail, emails or notification through [redacted] sent in the future, especially no hidden fees from someone who never has and never wants your coverage.

Business

Response:

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

In response to this complaint, we have cancelled both of [redacted]’s policies, effective 10/24/2014. Despite holding service contracts with HomeServe since 2009, our records indicate [redacted] has not made any service calls under either of his policies. We are issuing [redacted] a check in the amount of $731.94, representing the full amount paid to HomeServe by [redacted] for his Water Service Line ($372.30) and Sewer/Septic Line ($359.64) coverages. While we are disappointed to lose a valued customer, we appreciate [redacted]’s patience in resolving this matter. [redacted] should expect to receive the check within 2-3 business days.

We trust this response has been resolved to [redacted]’s satisfaction 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.

Sincerely,

Review: Called named company to purchase a service plan for outdoor sewer line. The rep then wanted to tell me about other plans they offer, she wanted to sell me a contract on my water heater. Since I didn't know much about it she had me go to the unit and asked some questions which I answered to the best of my knowledge giving the exact info that was on the tank. She assured me that I would be covered and should purchase the policy which I did. Knowing nothing about oil burners or hot water tanks trusted the rep to properly educate me and provide me the the proper coverage. I have since had the need to use the coverage and am being told I'm not covered. They asked me one question to determine that however the question was never asked when I purchased the policy. I asked if the determining factor is wether or not I have oil heat then why wasn't that question asked when I purchased. All they could say is I don't know but then agreed it should be asked. I feel I have been completely misled and am requesting the repair/replacement be made to my system at no charge to me.Desired Settlement: I will accept nothing less then replacement of the system

Business

Response:

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

Our records indicate that Mrs. [redacted] called HomeServe on 12/6/2014 to enroll in our Water Heater Repair/Replacement service contract (the “Contract”). During the call, Mrs. [redacted] informed our agent that she had an electric water heater at her residence. Based on this information, Mrs. [redacted] was deemed eligible for coverage under the Contract and her enrollment was processed.

On 5/28/2015, Mrs. [redacted] contacted HomeServe to report an issue with her water heater and requested a service call. HomeServe deployed [redacted] (“[redacted]”) to Mrs. [redacted] home the same day to diagnose the problem. Onsite, [redacted] observed an oil-fired boiler, providing both heat and hot water to Mrs. [redacted] residence. After receiving notification from [redacted], HomeServe contacted Mrs. [redacted] the same day and informed her that oil-fired water heater systems were ineligible for coverage under the Contract and that she was due a full refund of all payments made to HomeServe for the Contract. Mrs. [redacted] declined the refund and spoke with a supervisor regarding the Contract.

In response to this complaint, a member of our Customer Advocacy Team unsuccessfully attempted to contact Mrs. [redacted] via telephone on 5/29/2015, 6/1/2015, and 6/10/2015 to address her concerns. HomeServe has since been advised that Mrs. [redacted] sold her home on 5/29/2015. HomeServe cannot process Mrs. [redacted] refund until a new mailing address is provided. We urge Mrs. [redacted] to contact us at [redacted] at her earliest convenience.

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

I have problem with my sewer line and purchase the insurance that was recommenced by my water company; HomeServe USA Inc. Unfortunately, this insurance has horrible customer service and is not willing to pay for the services/repair needed (they rather unclog my sewer line every 3 months instead of fixing it). I had to wait 2 full days for a technician to come and unclog the drain (that is 48hrs without using the bathroom, taking a shower, and a sewage smell in the house). Additionally, the contractor doing the work for the insurance overcharge them thus reducing my benefits as I will have to pay more out of my pockets as I will reach my maximum coverage faster. After reading the lawsuits, complaints, and bad reviews online about this company, I am disappointed that any company recommends them to their customers.
Only get this insurance if you have serious issues (sewer clogs once a month or so) and be prepared to live like this for at least 4 or 5 month before the insurance may decide to actually fix the sewer line so that no more clogging will occur.

Review: After signing on for water line insurance on several properties, I had a stop box claim about 3 months later. when I called home serve, they told me the property in question was not insured. After pressing the issue, they reviewed the recorded phone call and admitted that I should have been insured and they were correcting the problem. The city was coming down on me with a deadline by which time I needed to have the problem fixed. I again called Home Serve and they seemed to have no idea what I was talking about and the entire process started again. the following day I was again assured I would be covered and they located the company ([redacted]) who has the city repair contract and told me to have the work done. They also told me they would be in touch with [redacted]. About a month later, I received a bill from the city of [redacted] for $930.00. I contacted the City and asked why I had been billed and was told Home Serve had rejected the charges. I called Home serve and was again told they didn't show that property as being covered. After being passed around about 5 times, I did finally talk to [redacted] who acknowledged it was a mistake on their part and assured me if I faxed them a copy of the bill, everything would be taken care of and they would pay the bill. About 12 days later I again called [redacted] Water works after receiving another $930 bill... they told me the bill was now past due and needed to be paid. I called Home Serve and was passed around to about 4 people. I was first told since Home serve was not billed, because the bill was sent to me, I would have to pay the bill. After demanding once again to speak to a supervisor, I was then told they would need 24 hours to investigate the claim and would be in touch. I am now playing a phone game with [redacted] a "customer advocate" who has not returned my call since Friday after noon and all I get when I call is her voice mail. After 3 months, there is no end in sight!Desired Settlement: This is unreal! I want them to follow their contractual obligations and pay this bill. They have not heard the last from me. I am just getting started!

Business

Response:

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

Review: In my opinion this company uses a DECEPTIVE SALES STRATEGY; sending a "junk mail" that is designed to make the recipient think that they are important documents relating to one's mortgage, refi, etc. It is often very ambiguous who the mail is from as the company fails to print their name on the document, rather they print the name of the bank associated with ones home mortgage, which seems disingenuous at best. In my opinion, it is purposely deceptive, hoping to trick people into signing up for insurance they may not need. Those people who are going through, or recently finished, the mortgage or refi process and are, at the time, in the habit of signing and returning documents that they, quite frankly, don't fully understand. In short, instead of offering a sound and quality service or product that may be useful to their perspective consumers, it seems they'd rather just try to fool everybody into accidentally signing up. To me, this is sleazy and dishonest, and the fact that they don't even print the company's name on their own mailing tells me they agree.

Desired Settlement: DesiredSettlementID: Not applicable

This is a common practice, unfortunately, but apparently it isn't technically illegal. All the same, I don't know who else I should complain to and I am sick of having deceptive mail sent to my home. I would like these mailings to cease, at least.

Business

Response:

Business Response /* (1000, 12, 2013/07/26) */

Thank you for bringing Mr. [redacted]'s concerns to our attention. Mr. [redacted]'s statement that our mailings are deceptively intended to appear as though they are from a bank associated with his home mortgage is wholly without merit.

The mailing about which Mr. [redacted] has voiced concern was sent by HomeServe Emergency Insurance Solutions ("HEIS"), a HomeServe USA Corp. ("HomeServe") company, in partnership with Southern California Gas Company ("SoCalGas"). Like many energy utilities, SoCalGas has partnered with HomeServe to provide an optional protection program to the homeowners they serve. HomeServe currently has over 35 such partnership arrangements with utilities across the country, covering over 22 million households.

HomeServe periodically joins with its utility partners to send mailers to residential addresses to inform homeowners of optional home emergency insurance plans available in their areas that have been an enormous help for tens of thousands of homeowners. Mr. [redacted] received one of these mailings.

HomeServe did not, and never has, referenced a banking institution or mortgage company in our mailers, as Mr. [redacted] alleges. It is difficult to understand why Mr. [redacted] has voiced this concern, given that the mailer in question never even mentions a bank or mortgage lender.

HomeServe does go to great lengths to clarify its relationship to the utility party with which it has partnered - in this case, SoCalGas. Thus, the mailer sent to Mr. [redacted] included a cover letter from SoCalGas explaining its relationship to HomeServe. That letter included the statement, "HEIS is not the same company as Southern [redacted] Gas Company." (Emphasis added.) Likewise, the offer and acceptance form makes clear that the solicitation is from HEIS, not SoCalGas. Thus, for example, the mailer is signed by "Neil Grant, Vice President of Home Emergency Solutions." The mailer further states, "You are not required to purchase products from HEIS." This statement appears in italics for added emphasis. Lastly, when signing to authorize service using the enclosed acceptance form, the customer affirms as follows: "YES, please sign me up for Interior Gas Line Repair Insurance administered by HEIS." (Emphasis added.)

In short, there is nothing in HomeServe's mailings that would suggest that they are being sent by a bank or mortgage lender, as Mr. [redacted] asserts. Furthermore, the mailings explain the relationship between HomeServe and the local utility, and make very clear that HomeServe is a separate entity from that utility.

Of course, HomeServe encourages homeowners who receive our mailings to read the information carefully and consider the benefits before purchasing coverage. We provide a toll-free number for questions. Homeowners who purchase coverage also have 30 days to review the plan to decide if it is right for them. If they choose to cancel within that time, or if they have duplicate coverage provided by others, they can get a full refund.

On June 24, 2013, we removed Mr. [redacted]'s address at 3315 West 186th Street, Torrance, CA XXXXX, from our mailing lists. Our mailing lists are prepared in advance, and it may take up to 30 days for the information to be completely removed from our lists. As a result, Mr. [redacted] might have received one more mailing after the one that prompted his inquiry to the Revdex.com.

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

Review: The solicitation is misleading, giving the appearance that it is official.

The solicitation is misleading, giving the appearance that it is from a government agency and requires action. There was no address on the solicitation paperwork. The self addressed, postage paid envelope had an address of: P.O. Box XXXXX, Salem, Oregon XXXXX-XXXX.Desired Settlement: We do not wish to receive a settlement, but believe they should be fined for false and misleading advertising practices. If you can direct us to the appropriate government agency for a complaint we will follow through.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

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

Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area. These mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners.

HomeServe services over 1.3 million customers nationwide; 96% of customers surveyed after using our repair services would recommend HomeServe to friends and family. We are currently rated "A-" by the CT Revdex.com. More information, including customer testimonials, can be found on our website at www.homeserveusa.com.

We are 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 encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid.

HomeServe never attempts to present itself as a utility or government. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclaimer appears in our mailings in italics, adding emphasis. Mr. [redacted] states there is only a PO Box address provided on the letter he received. However, as stated, the materials also provide a toll-free number for interested consumers to communicate with the company directly, and obtain any further desired information.

We have added Mr. [redacted]'s address to our do not mail file. Our mailing lists are prepared a few weeks in advance, so it is possible he may receive one more mailing.

We regret any confusion this mailer may have caused, and trust that this response provides clarity. Thank you for allowing us the opportunity to respond.

Review: My elderly parents live on my property. This company I feel is targeting them. They somehow have my brother's name and then their address, so Mail is coming as Mr. Richard [redacted] St. [redacted] XXXXX. They sent something that looks like a bill, asking for credit card info for easy pay, and having them sign for Water Service Repair with a ez payment of 5.34 per month. Number one, its a well, there is no water service, but my mother at 85 was confused, two it says it must be returned by 6/17/13 and looks like its from the government. And three they are preying on elderly people and then would run with this credit card number. I can only think they got my brother's name from facebook or some financial info connected to my parents, he has no mail coming to this address, and lives in northern NY.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Shut them down, its wrong. I hope they haven't sold the mailing address to others. We want off their list permanently.

Business

Response:

Business Response /* (1000, 11, 2013/06/14) */

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

Utilizing standard direct-marketing methodologies, HomeServe periodically sends mailers to residential addresses to inform homeowners of home service contracts available in their area. Please be advised that in no event does HomeServe target recipients of these mailers on an age basis. The mailers are not intended to alarm homeowners, but to inform them of services that have been an enormous help for tens of thousands of homeowners.

HomeServe services over 1.3 million customers nationwide; 96% of customers surveyed after using our repair services would recommend HomeServe to friends and family. We are currently rated "A-" by the CT Revdex.com. More information, including customer testimonials, can be found on our website at www.homeserveusa.com.

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 encourage homeowners who receive our mailings to read the information carefully, and consider the benefits before purchasing coverage. A toll free number is provided for those who may have additional questions. Please be assured that if a customer finds that they have similar coverage, they can contact HomeServe to receive a refund of the service agreement fee, less any claims paid.

HomeServe never attempts to present itself as a utility or government. Our mailers state explicitly that HomeServe is "an independent company separate from your local utility or community." This disclaimer appears in our mailings in italics, adding emphasis. We also include the word "optional" in our mailings, not just once but 3 times.

We regret that [redacted] name was included in the mailing. We obtain publically available information for our mailings through 3rd party vendors, as do numerous companies. Please be assured that we have added the address to our do not mail file. Our mailing lists are prepared in advance, so it is possible that one more mailing may be received.

We trust this response provides clarity. Thank you for allowing us the opportunity to respond.

Review: I want these people to take any information they have including names and address's off of their advertising. They list my son as the owner of MY property. I have no ideal where they would have gotten any of this kind of information. Made it up I guess!Desired Settlement: I want these people to take any information they have including names, phone numbers and address's off of their advertising.

Business

Response:

We have reviewed [redacted] request to remove her from our mailing list and concern as to how we obtained her information.

Review: HomeServe issued an adverting piece to many customers of the [redacted] Utilities. I am the Office Manager at the [redacted] Utilities and our staff received many phone calls questioning HomeServe's mailing. Customers were upset by the mailing. I called HomeServe to find out where they obtained the mailing addresses. HomeServe's Customer Service Representative told me that HomeServe partnered with the local utility. I asked to speak to his manager and the Manager told me the same thing. When I told him that that was untrue and asked him that they change this false advertising, he said they do partner with some Utilities but maybe they got our customers' information from a mailing list. The advertising also states a local contractor does the work. I called their service department and they said that they couldn't find any contractors in our area. I do not want them lying to our customers to sell their insurance. I feel this is very deceptive.Desired Settlement: I would like them to correct their response as to where they received the mailing lists. Our Utility does not sell or provide our customers data. And they should provide a specific contractor list for their customers to see before they purchase this insurance. I feel they defamed our Utility when they stated several times that we provided our customer information to them.

Business

Response:

Thank you for bringing to our attention the complaint from [redacted], Office Manager of [redacted] Utilities, describing a phone call in which a HomeServe representative told her that HomeServe was partnering with her local utility and that the mailing list used in [redacted] came from the local utility.

Worthless money spent. Refused to repair my waterline due to it broke when meter was removed by licensed plumber. Claimed plumber caused the break when in actuality pipe is 60 yrs. old and would have broke if anyone tried to remove meter. Was required to replace meter by [redacted]. Was doing the right thing and got burned. No reason to renew as they refuse to fix the problem. Save your money.

Review: When I called Home Serv to find out what all they covered they said leaking pipes blocked pipes. I asked them do they cover pipes that are severely corroded and was told yes. That was just over a little year ago. Last August I called and told them I had a possible leak and they sent a plumber out and he checked and told me he couldn't say for sure if there was or wasn't. I called back awhile later and told them there was a leak and had low pressure. After poking around

outside I found one leak spot and when I cleaned the pipe coming thru the wall from outside 2 pin holes started leaking. They sent the plumber again and he confirmed it was leaking and advised them that the whole line needed to be replaced since there was already 2 places that were leaking. I was also advised by Home Serv that the exterior line also included it going into the house to the main shut off which I was then told it was not when I called for repair. They told the plumber they would only pay for the one outside but not where it was leaking between the outside pipe and shut off. I called the company up and cancelled my membership with them and then proceeded to do the work myself. what I found was a 4 inch strtich of copper pipe was 3/4 crushed and 4 more leakes. I am so glad I redid it myself other wise I would have kept getting my yard all dug up. This is the worst ethical business I ever did business with that only want to put a bandage on something rather than doing what the plumber said needed doing. I asked for all my money back since what they told me on the phone and what they said when put in claim was 2 totally different thing. The lady in the money part told me no since I was only making monthly payments. The only made the payment back just for the month of August.Desired Settlement: I just want all my money returned to me since I was misled on what they covered and that they do not listen to what the plumber says. I also want something too be done to stop the misleading of people just to get them to sign up. My neighbor was told the same thing as me when she signed up. This business needs to have something done to stop this unethical business practice.

Business

Response:

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

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr. [redacted] on 9/21/2015 to discuss his concerns relating to his 8/19/2015 water service line service call. Mr. [redacted] expressed his dissatisfaction with being denied a full water service line replacement. Our CAT agent explained that during the initial onsite inspection, our contractor, Walter’s Plumbing, detected two leaks in close proximity to one another and recommended a spot repair. Mr. [redacted] indicated that following cancellation of his service contract, he had performed the water service line repair himself and observed several additional leaks. Our CAT agent apologized and offered to provide Mr. [redacted] a gratuity check in the amount of $400, representing the full cost of the water service line repair performed by Mr. [redacted]. Mr. [redacted] accepted HomeServe’s offer and was appreciative of the call. Mr. [redacted] should receive the gratuity check within 3-5 business days.

We appreciate Mr. [redacted]’s patience in resolving this matter, and thank you for the opportunity to respond.

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

Review: mailbox spam 2nd or 3rd time mailing from these clowns response required letter important to take action and respond, blah, scammers have called on last mailing and asked it to stop, that was some time ago here we go again, don't need their scamming garbage in my mailbox, when I have already called there customer service number over 6 months ago and asked them to cease and desist.Desired Settlement: stop the damn mailings one call to their customer service is enough if they continue with this crap, will file a complaint with the [redacted] rash of complaints detailed online about this company, that speaks for itself. I am not sending garbage to their mailbox, don't need any from them.

Business

Response:

We have reviewed the complaint filed by[redacted] and regret to learn of his dissatisfaction with our optional[redacted] offer. [redacted] assertion that HomeServe is a scam is wholly without merit. 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 his request, we have added [redacted] address,[redacted], to our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the requests to be implemented. In the meantime, he 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 am extremely tired of receiving official looking advertising materials, in [redacted] envelopes, for a service that I do not want, and that is reported to be of dubious value. In addition to be annoying, these mailings are inappropriately deceptive in their appearance and wording. I want these mailings to stop immediately.Desired Settlement: Cease mailing of misleading advertising materials to customers of [redacted]

Business

Response:

We have reviewed the complaint filed by [redacted] and regret to learn of his dissatisfaction with our Water Service Line offer.

HomeServe Emergency Insurance Solutions (“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 his request, we have added [redacted], to our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the request to be implemented. In the meantime, he 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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am pleased that I will no longer receive the company's mailings. I am not pleased that the company will apparently continue to send misleading messages of the type that have caused it trouble in [redacted]., and [redacted] and that cause negative reviews to appear in such publications as the [redacted]. There is no reason why this company should not present its product to the public in an honest and forthright manner.

Sincerely,

Review: I CALL FOR SERVICE AT 5:00 PM ON FEB 21,2014 BECAUSE MY TO FLUSH MY TOILET MY BASEMENT WOULD BACK UP I HAVE STANDING WATER IN THE BASEMENT FROM THAT AND FEES IT IS NOW FEB 22, 2914 AND THEY HAVE NOT EVEN BEING ABLE TO CONTACT A PLUMMER THEY HAVE BEEN LEAVING MESSAGES, HE DOESN'T EVEN KNOW THAT I NEED HELP BECAUSE HE HAS OWN AN ANSWERING MACHINE , I DONT BELIEVE THEY HAVE ANY ONE ELSE TO CONTACT. SO NOW I CANT FLUSH MY TOILET I HAVE 4 BOYS HERE AND WE MUST USE THE BATHROOMDesired Settlement: JUST TAKE CARE OF THE PROBLEM ASAP

Business

Response:

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction. Our records show that Ms. [redacted] contacted HomeServe on 2/21/2014, advising her sewer drains were backing up, affecting all drains in her home. HomeServe made several attempts to deploy local contractors, but the weather had caused an influx of emergency calls. The HomeServe agent informed Ms. [redacted] that the appointment would have to be schedule for Monday, 2/24/2014. The plumber did arrive on 2/24/2014 and cleared a clog on the customer’s main exterior sewer line.

Review: On 12/22/13 I placed a service call due to no hot water. It was my understanding under the contract a service tech would be sent out within a 4 hr window. Not the case. However, a tech was at my home Mon morning. I went all day Sun with no hot water. Mon the unit kicked on and off. The tech determined it needed a new gas valve and said someone would be in touch with me. I told him I was puzzled with his response since parts and labor was covered under the contract. He said that is another department and he very nicely wished me a Merry Christmas. Later that day I received a v/m from someone named [redacted] stating that the part would cost approx $216.00 and to contact the call center if I wanted to move forward with the repair. Meanwhile my h/w unit goes on and off and if you are lucky you might get a hot shower. Very inconvenient with out of town relatives visiting for the holidays! I called back to find that the part was covered but because the person entered the info mistakenly processed it as not covered the supervisor had to dispute it. This took me over an hour to figure out and had to speak with three different people to get an answer. The Supervisor told me she would email the manager and I would instantaneously receive a call. Reluctantly I took her word. The end of the day came and no call back. Tues came and went no call and I could not get through to anyone. Most likely because it was Christmas Eve. Thurs morn I start all over again speaking yet to another Supervisor named [redacted]. She tells me the same exact thing but leaves me her contact info ([redacted]). Thurs comes and goes no resolution. Today I start over again! Have spent over 4 hours on the phone with these people and six days later hot water heater still not fixed. How is that emergency 24/7 service?Desired Settlement: I would like my hot water heater fixed immediately and I would like to receive a refund of the annual service plan charge of $239.00 and still receive the benefits of the plan for the year. Homeserve did not uphold their end of the service plan in any way shape or form in my opinion. They take your money year after year but when you need to use their services you have to fight until you are exhausted to get what is rightfully due. I missed half day from work and several hr from work on phone.

Business

Response:

Thank you for bringing Ms. [redacted]’s complaint to our attention and allowing us the opportunity to respond. We reviewed her complaint and regret to learn of her dissatisfaction.

Review: My wife paid $59.00 for maintenance and repair of water service line for the year. Sent a check. The company made an electronic check conversion to my account at [redacted] The company then sent me a bill for the service which was already paid. I called the company and they said they never received my payment when they already did an electronic charge to my bank account.

Product_Or_Service: Water/sewer line repair coverage

Desired Settlement: DesiredSettlementID: Refund

I no longer wish to do business with this company and would like my payment returned.

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

Thank you for bringing Mr. [redacted] concerns to our attention. Upon receipt of this complaint we researched our records, and have no record that Mr. [redacted] was ever enrolled in a HomeServe coverage plan. We also searched our records by address, and again, have no record of any HomeServe coverage plan at the address Mr. [redacted] listed in his complaint. We further have no record of a payment received by Mr. [redacted] As a result, we are unable to issue a refund.

We have attempted to reach Mr. [redacted] and have left voice mail messages advising that we have no record showing he is enrolled in any HomeServe plan, and have no record showing receipt of a payment from either him or Mrs. [redacted] Unfortunately, Mr. [redacted] has not responded to our messages.

We are certainly willing to discuss this matter further with Mr. [redacted] He is welcome to contact our office at X-XXX-XXX-XXXX at his convenience. We trust that this response will satisfy Mr. [redacted] concerns.

Consumer Response /* (3000, 7, 2013/05/16) */

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

I returned the company's voice mail two times. I also called today to discuss the matter with them. After 15 minutes waiting I was disconnected. The complaint is a before. The company converted my check electronically and debited my account. They then said I never paid for the service.

Business Response /* (4000, 9, 2013/06/03) */

Thank you for bringing Mr. [redacted]'s concerns to our attention. Since submitting our original response we have had successful communication with Mr. [redacted]. We explained our records do not show any coverage for him or his home. We offered to Mr. [redacted] the possibility he may have sent his payment and request for enrollment to a non-affiliated company that offers services similar to HomeServe. Mr. [redacted] stated he will check the paid to on his check and verify where it was sent. Mr. [redacted] expressed appreciation for our efforts and advised he will research on his own. We trust this has brought satisfaction to our customer.