HomeServe USA Corp.

Review: Dear Sirs,I recently sent a payment in and was surprised to receive the payment back.I am not interested in this service at this time.Reason being is that the first notice I received I sent in a payment of $59.88. The second notice I received I sent in a payment of $26.97 The last payment I received I sent in a payment of $26.97 and that was the payment returned with a notice saying that I need to make a payment in full.When I totaled all of these payments together the total I sent was for $113.82 what I dont understand is the following.1. I am a city resident with water coverage through the city and was told that if I have any septic issues it would be covered through the city.2.I do not know anyone that is paying for a service with your company.3.When checked through the Revdex.com you are not an accredited company.4.For all the years Ive resided in this residence I have never paid for septic service.Now I will not be making any other payments to your company and expect to receive a full refund for all money I have paid for in the past.

Product_Or_Service: Septic Service

Account_Number: Reference#1306XHSHJB

Desired Settlement: DesiredSettlementID: Refund

Now I will not be making any other payments to your company and expect to receive a full refund for all money I have paid for in the past.

Business

Response:

Consumer Response /* (-5, 8, 2013/08/14) */

Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below:

Business Response /* (1000, 11, 2013/08/27) */

Thank you for bringing Ms. [redacted]'s concerns to our attention. Our records show that on March 21, 2013 Home Serve received a postal request for enrollment in our Water Service Line Coverage from Ms, [redacted], including a money order in the amount of $59.88. Ms. [redacted] was enrolled in the Water Service Line Coverage at that time. On June 11, 2013 we received a postal enrollment request for Sewer/Septic Line Coverage, including a money order in amount of $26.97. Unfortunately, this was not the total amount required amount for enrollment in this plan, and on July 9, 2013, Home Serve returned the money order to Ms. [redacted], with a letter stating this was an underpayment of the total amount of $119.88 due for enrollment in the Sewer Septic Line Coverage plan. On July 24, 2013 we received another postal enrollment request for Sewer Septic Line enrollment, with yet another money order in the amount of $26.97. Again, as previously explained to Ms. [redacted], this was an underpayment of the total amount of $119.88 due for enrollment.

Home Serve periodically sends mailers to residential addresses to inform homeowners of optional home service contracts available in their area. Our company currently services over 1 million customers across the country; ninety-six percent of customers surveyed after using our repair services would recommend Home Serve USA to friends and family. More information, including customer testimonials, can be found on our website at www.homeserveusa.com.

We are part of an emerging service industry in the US 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 daily occurrence. The responsibility for repairing these service lines typically rests with the homeowner, not with the local utility or local government, and homeowners insurance typically does not cover the costs of repairing or replacing a broken water or sewer service line. We offer an optional, low-cost program to cover such costs.

Regarding Ms. [redacted]'s concern that we are not accredited by the Revdex.com ("Revdex.com"), a business does not have to be accredited by the Revdex.com in order to receive a graded rating. Currently, Home Serve does carry an A- rating with the Revdex.com.

We have made several attempts to reach Ms. [redacted] at the phone number she provided. To date, we have been unsuccessful. We have left voice mail messages with include the name of a direct contact at Home serve, with whom to discuss her concerns.

Presently, we have cancelled Ms. [redacted]'s existing Water Service Line Coverage, and will forward a refund in the amount of $85.85 as requested, stating her home is protected by other sources. This amount consists of the total of both money orders received: $59.88 (3/21/2013) and $26.97 (7/24/2013). She will receive a check within 10 business days.

We trust that this satisfactorily resolves the matter for Ms. [redacted]. Thank you for allowing us the opportunity to respond.

Review: Since November i'm waiting on homeserve to issue a refund for my reimbursement claim because they did not provide the stated warranty and I had to pay out of pocket. I faxed in all the documents about my expenses coverage and receipts. Their policy seems to be to tell you that someone will call you within 2 business day (no name, phone is provided for follow up) I have now been told to wait 2 business days about 15 times. that's right 15 times. did I ever get a call back. nope.Desired Settlement: $750 refund check

Business

Response:

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

On 11/8/2014, Mr. [redacted] contacted HomeServe to report a leak in his heating system and requested a service call under his [redacted] (the “Contract”). Our technician contacted Mr. [redacted] the same day to obtain information about the heating system. During the call, our technician determined that the issue with the heating system was due to a leaking radiator, which is not covered under the Contract, and the service call was cancelled. Mr. [redacted] informed our technician that he would have his own plumber come instead. On 12/1/2014, Mr. [redacted] contacted HomeServe and requested a $750 reimbursement for out of pocket costs incurred following the repair of his heating system and stated that he believed the issue was the heating system itself, and not the radiator.

On 12/3/2014, HomeServe deployed a technician to Mr. [redacted] home to inspect the repair work performed on the heating system. Our technician observed that a zone valve and expansion tank had been replaced. Under the terms and conditions of the Contract, only the zone valve was a covered repair. Mr. [redacted] was advised to submit certain documents pertaining to the repair for HomeServe’s review prior to reimbursement being considered.

On 5/4/2015, HomeServe received the repair invoice from Mr. [redacted]. On 5/6/2015, HomeServe contacted Mr. [redacted] and informed him that following our review of the repair invoice, a reimbursement, in the amount of $419, had been approved. Mr. [redacted] accepted this amount and was advised that the check would be mailed on 5/13/2015 and it could take 10-15 business days before it is received.

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: This morning (05/23/2014) I noticed water seeping out of the ground near my water shutoff access. After my local water company shut off the water at the meter, I called HomeServe at 10:24 am.I was told I would receive a call back in 2 hours. At 12:30 pm I called and was told I would receive a call back in 1/2 hour. I waited an extra 1/2 hour and called at 1:30 pm. I was told HomeServe did not have an authorized contractor in my area and the deployment group in [redacted], was looking in the [redacted]. I gave the representative the name and telephone number of my local plumber who has been in business for 30 + years. I was told I would receive a call back in 2 hours. I called my local plumber, [redacted], and told them that they might receive a call from HomeServe.I called HomeServe at 3:30 pm and was told the deployment group was still trying to contact a plumber. I cancelled the service call. I called my local plumber and they had not received a call from HomeServe. My local plumber arrived in less than 1/2 hour and fixed the problem in about 20 minutes.I spent 5+ hours calling and waiting for the incompetent HomeServe deployment group to make a simple telephone call! My local plumber solved the problem in less than an hour.The customer service from HomeServe is non-responsive! I emailed Homeserve, cancelling both of my contracts, water line and sewer line services, and requested a refund of my premiums ($191.76) because I paid for service and received nothing!!Desired Settlement: HomeServe should refund all of my premiums ($191.76) for both water line and sewer line contracts because they violated the terms of their contracts. HomeServe agreed to provide service and provided nothing, not even a call back as promised!!Note: I am only requesting a refund for 1 year of services. HomeServe has been collecting premiums for 3 years and the first time I ask for service, HomeServe becomes invisible!

Business

Response:

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

Review: I had my annual boiler tuneup scheduled for October, 2013. That appointment was canceled, without notification. When I called HomeServe, I was told that there were heating emergencies in my area. At that time, we were experiencing unseasonably high temperatures in the New York area. When I received my rescheduled tuneup, I inquired about being able to heat the basement area as a separate zone. The tech called his supervisor, and we were told that we need an "aquastat". That installation would cost $500. A month later when we were ready to do the work, I called HomeServe and this time the same supervisor told me that it would cost $700. I went comparison shopping and found a reputable company that would do the work for $250. When a tech from that company examined my boiler, he told us that we already had an aquastat, it was just wired incorrectly. After fixing the wiring, and assessing for about 10 minutes he realized it wasn't reading temperatures correctly and should be changed. The option was to have him do the work for the original $250, or have HomeServe do it since it was under contract. We opted to have the tech do it, because of my lack of confidence in HomeServe. They offered to charge me $500 for something that I already had. Either the tech knew we had one and wanted to charge to install another, or he didn't know what it was. Either option doesn't instill confidence in my repair man. I contacted HomeServe before making a complaint. I was told that the supervisor would contact me within 3 business days. That was 2 weeks ago.Desired Settlement: I'd like the repair price of $250 refunded. I never would have contacted another repair company if HomeServe would have correctly assessed my situation correctly. I already had an aquastat that needed repair. I didn't need one installed.

Business

Response:

We reviewed Mrs. [redacted]’s complaint and regret to learn of her dissatisfaction.

Review: On September 1, 2014 I signed up for one year of water sewer coverage with Home Serve USA. I paid by check in the amount of $35.88. When I received a renewal this year & was not interested I disposed of the solicitation. I was just notified yesterday, 9/18/15, by my bank, [redacted] that I have an overdraft on my checking account & since they covered the overdraft they charged me $12.50 & transferred money from my savings account to cover it. When I looked at my account on line I saw that this was caused by an unauthorized charge by Home Serve USA to my checking account in the amount of $71.88. They had no right to charge my account without my authorization, since I only signed up for service for one year & paid in advance for this service. I see that others have had the same problem. Please help me get my money back from them. I consider this fraudulent & wonder how many others including seniors like myself have been ripped off by this company. I wish there was a way to publicize what they are doing to warn others not to use this company. Thank you for your help!Desired Settlement: I would like my money refunded to me of $71.88 + $12.50 for the overdraft charge.

Consumer

Response:

I wanted to let you know that I spoke to Justin at Home Serve USA, and he said I checked a box on my initial form that I filled out for one years of service for automatic renewal. I advised him I did not do that and wouldn’t have done that without knowing what the renewal charges (double the first year) would have been or if I could afford them. He said he would look for the original form & get back to me by phone with answer (and if box not checked would refund overdraft fee of $12.50) but would cancel me & refund the $71.88. He never called me back as promised but did refund the $71.88 to my account. I am still disputing the overdraft fee because I never authorized this charge, & I think that’s why he never called me back, but wanted to let you know that I did get something back. Thank you for all your help and hope to resolve the remainder of the problem some time soon. Sincerely, [redacted]

Business

Response:

We are in receipt of Ms. [redacted]’s complaint and are happy to report that we have resolved this matter to her full satisfaction.

Ms. [redacted] enrolled in our Exterior Water Service Line coverage (the “Contract”) by mail on 9/9/2014. On her enrollment form, Ms. [redacted] selected the “EZ-PAY” billing option which provides that the Contract will automatically renew at the then current price using the banking information provided by the customer. HomeServe mailed Ms. [redacted] a Contract Renewal Notice on 8/10/2015 notifying her of the upcoming renewal of the Contract. The Contract renewed on 9/9/2015.

Ms. [redacted] contacted HomeServe on 9/21/2015 to cancel the Contract. A refund in the amount of $71.88, representing the full price of the Contract, was issued to Ms. [redacted]’s bank account on 9/23/2015. On 10/5/2015, our Customer Advocacy Team agent contacted Ms. [redacted] to advise that a gratuity check in the amount of $12.50, covering her over-draft fee, would mailed within 10-15 business days.

While we are disappointed to lose a valued customer, we appreciate Ms. [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:

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

I did receive a phone call yesterday advising me that in addition to the refund of $71.88 , Home Serve USA will refund me that $12.50 overdraft bank fee. I am very happy with this outcome, & happy it didn't cause any other checks to bounce on my account. I want to thank you very much for all you did to help me resolve this issue .

Sincerely,

Review: I have a service agreement with HomeServe through [redacted] my electric company. I pay $5.00 extra on my electric bill for outside coverage on my electric lines. My electric lines are hanging low and my weatherhead is bent on my roof on my house. Under my written coverage in writing the first thing on there list says weatherhead. They say AEP's fault, AEP says insurance is responsible . I told HomeServe this is a scam. They did not disagree. I'm just one guy Paralized in a wheelchair trying to always do the right thing. Big business just wants our money.Desired Settlement: Just come to my house an fix my power lines, Like their agreement says.

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 6/17/2015, Mr. [redacted] contacted HomeServe and stated that his electrical lines were hanging low and requested a service call under his Exterior Electrical Coverage (the “Contract”). HomeServe deployed the job to [redacted] who was onsite at Mr. [redacted] home on 6/22/2015. While onsite, BP contacted HomeServe and advised that Mr. [redacted] electrical lines were sagging and appeared to have approximately 8 feet of slack. ** advised that the slack was likely due to storm or tree damage and indicated that the utility’s electrical pole may be broken as well. BP advised that Mr. [redacted] would need to contact the utility company.

Following the update from **, a HomeServe agent attempted to contact Mr. [redacted] the same day to advise him that repairs to his electrical lines were the responsibility of the utility and not covered under the Contract. On 6/26/2015, Mr. [redacted] returned HomeServe’s call; our agent advised Mr. [redacted] that maintenance of the electrical lines was the responsibility of his utility and that damage caused by weather to covered parts was not covered under the Contract. At this time Mr. [redacted] elected to cancel the Contract on 6/26/2015.

In response to this complaint, HomeServe contacted BP to verify whether Mr. [redacted] weatherhead was damaged. BP’s agent stated that the weatherhead was not damaged and the other electrical components on Mr. [redacted] residence were in good condition. BP noted that the issues on Mr. [redacted] property were attributable to the electrical lines, transformer and utility pole, which were the responsibility of the utility. On 7/10/2015, a member of our Customer Advocacy Team unsuccessfully attempted to speak with Mr. [redacted] regarding the service call and the Contract. Should Mr. [redacted] have additional questions, we invite him to contact us at [redacted].

We trust this response provides Mr. [redacted] clarification regarding his service call and the Contract, and thank you for the opportunity to respond.

HomeServe is a scam. Their "Leakguard" insurance is not needed. They try to scare people into spending money for nothing. There is no value in the service they allege to provide. Water lines to the home do not break. This company is fear-mongering and should be ashamed of itself, but no danger of that. And I bet they go to church each Sunday. Hypocrites.

Review: They repeatedly send letters with my water company logo on the outside, and also on the letter head, impersonating my utility company.Desired Settlement: To receive no further solicitations as well as ceasing the fraudulent practice.

Business

Response:

We have reviewed the complaint filed by Mr. [redacted] and regret to learn of his dissatisfaction with our optional 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 ** Revdex.com (“Revdex.com”) and has an “A+” rating.

Mr. [redacted] assumption that HomeServe uses “fraudulent practices” is wholly without merit. 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 Mr. [redacted] resides. In fact, over the last three years, HomeServe has performed over 800,000 service jobs, providing more than $150 million in customer savings.

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

We trust that this response provides Mr. [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

Review: Receiving advertising that falsely represents itself as being from SoCal Gas. Outside of envelope states "Information for SoCalGas Customers" and the top of the letter states "Please Respond within 30 Days" at the top in bold font.

First paragraph states "This letter is to inform you that, as a homeowner, you are responsible for the full cost of repairs to your interior gas line. We have found that your property at [address] is not covered..." in bold and makes it sound like you need to take action. The envelope for the letter, address format, and fact that it specifically states "SoCalGas" on it in numerous locations makes you think it's actually from the gas company when it is not. They are completely unrelated to the gas company and are selling insurance. Format of the letter makes it look like a bill. Very misleading.Desired Settlement: Stop contacting me and change their envelope and letter format so people are not duped.

Business

Response:

We have reviewed the complaint filed by [redacted] and are sorry to learn of his dissatisfaction with our optional internal gas 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 ** Revdex.com (“Revdex.com”) and has an “A+” rating. In the United States, HomeServe USA provided over $192 million in services to its customers, representing 890,000 service jobs across its product lines, over the last three years.

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 .

HomeServe currently has partnership arrangements with municipalities and utilities across the country, covering over 22 million households. Like many municipalities and utilities, Southern [redacted] Gas (“SoCalGas”) has seen the opportunity for cooperation and partnership with us to provide an optional protection program to the homeowners they serve. Our mailers state explicitly that “Home Emergency Insurance Solutions (“HomeServe”)… is not the same company as Southern [redacted] Gas Company. You are not required to purchase products from Home Emergency Insurance Solutions to receive natural gas utility service….”

Per his 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 that this response provides [redacted] with more clarity regarding out mailers and services, and thank you for the opportunity to respond.

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

I have used Homeserve on two occasions. One, I had a leak in my water line between the meter and my house. I noticed a soft wet space in my yard. I called them. They were at my house within a couple of hours. Two men spent about three hours fixing the leak. They did a good, neat job, even put the lawn back so you could hardly tell anybody had worked in the yard. The second time, I had a leak in the wall of my bathroom. Again two men came out in a couple of hours. Worked on the leak about three hours. It was fixed, they did an excellent job.

Review: I have been a Homeserve customer for well over a year and last week had a failure of my home furnace. I called the emergency line and spoke with a Homeserve representative. I explained the issue with my furnace and was told my account was suspended and they could not help me. I advised Homeserve that I have paid my bill through [redacted] every month. I was told there was some problem with [redacted] releasing the funds to Homeserve. I advised Homeserve that this was the first time I had been informed that there was any issue with my account. I further advised them that regardless of the paperwork snafu, I expected them to meet their obligations to me as their customer and send someone out to fix my issue. To make a long story short, after arguing with multiple people, they finally agreed to send out a repair man to asset. Two days later I received a letter from Homeserve stating that my account was in a suspended state.( Only notification I received ) I checked a few days later with my Utility company [redacted] and confirmed my account has been paid in full and is up to date. Homeserve makes you beg to get the service you have paid for and that makes them a poor company. I will not do business with them again.Desired Settlement: I want Homeserve to confirm that my account was paid !, furthermore I want Homeserve to verify that my account was in good standing and is now cancled by my request.

Business

Response:

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

At approximately 10:47pm EST on 10/29/2014, Mr. [redacted] called HomeServe to request service for a malfunctioning heating unit at his residence. Although Mr. [redacted]’s account was suspended, we deployed a contractor to assist Mr. [redacted] because we could not confirm with the Customer Service department at that hour the reason for suspension. That evening our contractor replaced a hot surface igniter, which restored the functionality of the home’s heating system.

On 11/3/2014, we received a call from Mr. [redacted]. Upon reviewing his account, our agent advised that his three policies were currently suspended. Per Mr. [redacted]’s request, our agent cancelled his contracts.

In response to this complaint, we attempted unsuccessfully to contact Mr. [redacted] by telephone on 11/5/2014, 11/10/2014, and 11/12/2014. Out of respect for our customer’s privacy, we ask Mr. [redacted] to contact us at ###-###-#### to discuss his account.

We thank you for the opportunity to respond.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It contains incorrect information regarding my account. The account was not suspended and was paid in full. Home Serve knows this and failed to admit there error. As I result I can not recommend this business to anyone. Beware if your considering HomeServe they are not an honest company. They take your money and then refuse to provide the service using the excuse that your account is somehow mysteriously suspended for some unknown reason. I thank the Revdex.com for attempting to assist in this issue. At this point I am requesting no further action.

Sincerely,

Review: I put in a claim with Homeserve for a broken pipe at my mother's house, who is 92 and I have power of attorney due to dementia.The address of the repair is [redacted].The [redacted] Water Dept. came on 7/17 to evaluate the leak. They advised that the homeowner is definately responsible and that it is a minor repair job, but will only get worse if neglected.Homeserve sent a plumber an hour later (7/17) and he was sent away after phone calls back and forth to Homeserve. The aide living with my Mom called me at work to tell me this.Upon calling Homeserve immediately, I was told that the plumber was sent away because he was not licensed.Two more phone calls later I was told that another contractor was being sought because the first one's price quote was too high.I have so far made 9 phone calls, including a supervisor, and now a case manager. The next plumber cannot get there until this afternoon at which point all they will do is submit an estimate.My mother is losing water, has limited water pressure in the house, and Homeserve is not repairing the leak.Code enforcement was at my Mom's house the other day looking, and the water company says I have 5-6 days to repair the broken pipe.Please advise, please help my elderly mother, as daily living is already difficult.Thank you,[redacted]- daughter of [redacted]Desired Settlement: I just want the pipe fixed, as per my insurance agreement with them. A broken pipe is an emergency situation, and if they don't like the next estimate? how long does this go on??

Business

Response:

We have reviewed [redacted]’s complaint and regret to learn of her dissatisfaction with her service call.

Received sales materials in the mail from these guys. Not sure how they got my name and address but everything looks and smells 'SCAM'. Went to their website [redacted] and 'Do not mail' link is no where to be found. Please remove me from your mailing list.

Review: My service agreement number is [redacted]. I called home-serve and the company [redacted] Plumbing was sent on 1/24/14, job number 543967, technician [redacted]. The work did not hold up and I contacted both Home-Serve and [redacted] plumbing over 6 times. I was told I would have to wait 4 days for [redacted] to return or I could pay another plumber. The cold was severe, we could not do without water for 4 days and pipes would have frozen just from the water sitting in the pipes with nothing flowing. Both Home-Serve and [redacted] promise a warranty. The company that fixed the plumbing found that technician [redacted] did not clean the pipe before he put on the shark clamp so the seal was not good. I have a high water bill from the double leaks and I am requesting that the $69.00 I paid to [redacted] be returned to me. My water bill which averages under $40 is close to $200 due to the double leaking.Desired Settlement: Desired Settlement: Refund

I've had your service for years, this was my 1st call, the work is under warranty by both Home-Serve and the company you sent. I could not wait 4 days without water, we had already been without water 2 days prior to the first repair. The temp was below freezing and with the water off, unable to flow and prevent pipes from freezing the repairs and damage would have been more expensive. My request is full refund from [redacted] Plumbing. We called both Home Serve and

Business

Response:

We reviewed Ms. [redacted]’s complaint and regret to learn of her dissatisfaction with the contractors who performed work at her home.

Review: after numerous visit, the employees are unable to resolve issue. they frequently send employees that do not want to make decisions and do not bring the proper tools to resolve the issues.Sunday the motor went and the employee [redacted] did not have the proper tools to fix the air conditioner unit.he called around and stated that no one was around. Sunday July 14 begins the heat wave and the temperature in the house is 85 degrees, after calling in to customer service they refused to allow me to speak to a supervisor.[redacted] stated that someone would come tomorrow morning per the dispatcher [redacted]. today July 15 I call in and no one will be here until up to 6pm this is unacceptable and no one seems to be able to do anything about it.I have dogs and health issues that makes it unbearable national grid needs to cut all ties with this company

Desired Settlement: DesiredSettlementID: No settlement requested - for

there is nothing that can make up for the dishonestly that this company continues to do , to its customerslack of professionalism, experience in the worker

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

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

Our records show that Ms. [redacted] called to report her air conditioner was not working on 6/20/2013. We dispatched a technician to her home on 6/21/13. The technician cleaned the condenser coil, changed the filter, and documented that the AC was in proper working order.

On 6/22/2013, Ms. [redacted] called and stated that her house had not cooled down since the service visit. We dispatched another technician the next day, 6/23, who found that the unit had been running with the wrong type of refrigerant for some time prior to the 6/21 service call. A technician returned on 6/24 and the issue was resolved. The tech repaired a leak, drained the old refrigerant, and added the required amount of correct refrigerant to the unit. Since this service was not covered under the contract, Ms. [redacted] agreed to pay for the service at that time.

Ms. [redacted] contacted us again on 7/9/2013, and stated that the repaired unit was not cooling properly.

Her appointment was scheduled for 7/12, and upon arrival the technician advised the unit should be replaced. Ms [redacted] requested a second opinion, so the appointment was moved to 7/15. She then contacted us on 7/14 and requested an appointment sooner than the originally requested 7/15 scheduled appointment. We dispatched a technician that same day, and he ordered a part, and noted that the returning technician be sent with a special tool for installation.

The ordered part was installed the next day 7/15, but the AC was still not cooling properly. The technician felt the unit might need to be replaced, and scheduled a service call to return to the home on 7/17, to determine if the unit was able to cool the house properly after being allowed to run for two days. Upon return on 7/17, the technician found the unit was working too hard and not cooling enough. At that time the technician recommended that the unit be replaced.

In response to Ms. [redacted]'s concern regarding scheduling, we have no record of her appointment being scheduled for a morning time frame. We apologize if this was not communicated properly or scheduled at the incorrect time. Ms. [redacted] also stated that she was denied access to a supervisor when she called on 7/14. This is incorrect. Had Ms. [redacted] requested to speak to our agent's supervisor, she would have been able to do so. We reviewed the recorded call and found that she requested to speak to someone who could track down the specialized tool to install her part that day, not a supervisor. The agent she spoke with advised her that the call center was unable to track down tools and that the technician, who was currently at the customer's home at the time of the call, would be the person who would need to fulfill that request.

We contacted Ms. [redacted] on 7/18/2013 to discuss her concerns. Ms. [redacted] was appreciative of our call, and seemed more concerned that she had just paid for new refrigerant, and now must pay for a new condenser. Although Ms. [redacted]'s charges for refrigerant are valid, we have agreed to extend a discount in the amount of $400.00 on the new condenser as a gesture of good will.

We spoke to Ms. [redacted] on 7/26 and offered the discount. Ms. [redacted] appreciated the offer, but did not accept, as she desired a larger discount. Ms. [redacted] is welcome to contact us if she chooses to accept our offer.

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

Review: This company has made an unauthorized withdrawal from my bank account for $65.88

A year ago I wrote a check for their service for possible water line damages. It was for one year only. I never authorized any permission for bank withdrawals. I NEVER make such authorizations on my account. When they sent me new paperwork to apply for their services this year, I shredded them since I was not interested in continuing service. They have no right to apply for payment from my account. I wonder how many other unsuspecting people they have pulled this on. I contacted my bank today and reported the incident to them so that I can get my money back. Please be aware if any other people report similar instances by HomeServeUSA. Thank you.Desired Settlement: I want to make sure this does not happen to other people.

Business

Response:

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

HomeServe received Ms. [redacted]’s signed postal enrollment form for Exterior Water Service Line coverage (the “Contract”) on 7/17/2014 along with a check in the amount of $59.98, representing the yearly price of the Contract. On the enrollment form, a copy of which is attached, Ms. [redacted] selected the “EZ-PAY” billing option which provides the following: “I authorize HomeServe to charge my account for Water Service Line Coverage at the frequency specified above and my financial institution to debit these payments from the account provided. I understand that, regardless of the payment frequency I select, my coverage is based on an annual contract and will be renewed annually on the same payment terms selected at the then current renewal price.”

On 6/24/2015, HomeServe mailed a renewal notice to Ms. [redacted], notifying her that the Contract would automatically renew on 7/24/2015 at the then current contract price, $65.88. The renewal notice also provided a toll-free number Ms. [redacted] could use to cancel the Contract in advance of its renewal. On 7/24/2015, HomeServe unsuccessfully attempted to process Ms. [redacted]’s $65.88 payment; however, the payment was rejected by her bank.

In response to this complaint, a member of our Customer Advocacy Team (“CAT”) unsuccessfully reached out to Ms. [redacted] on 8/24/2015 to provide clarification. While we are disappointed to lose a valued customer, per her request, we have cancelled the Contract effective 8/24/2015. Because no payment was received for the coverage term beginning on 7/24/2015, Ms. [redacted] is not due a refund.

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

Consumer

Response:

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

Sincerely,

Review: Have tried several times to order the Exterior Water Line and Exterior Sewer Line coverage online. Can not get any password to work. I have requested a password reset, but I have never gotten any response, or any kind of confirmation E-mail. This has happened several times. I sent an E-mail to the business and received a response that they were having problems wit their web site, but after 3 months, I still have problems. I would think that they would be more proactive in responding to a customer that wants to order more services.Desired Settlement: Contact me via E-mail or mail and let me order the services I desire. They need to actually send e-mail confirmations and password reset instructions when they say they will.

Business

Response:

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

We are pleased that [redacted] is interested in HomeServe’s products and services. Our records show that [redacted] was initially enrolled in our Exterior Water Service Line coverage from 3/6/2014 until 5/6/2014, and then re-enrolled in this coverage on 7/1/2014.

We apologize for the difficulties that [redacted] experienced retrieving his old account information from our website. At [redacted], customer can place new orders for products, or view the status of prior orders, but all other account inquiries are addressed by phone at ###-###-####.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me. They addressed the issue of the Exterior Water Line Service, but not the Exterior Sewer Line Service. However, I have finally been able to reach them by phone and enrolled in the Exterior Sewer Line Service. These two services are what I wanted from the beginning. I still have an issue with their on-line customer service. I have never received any kind of response to my requests to reset my password, or any on-line confirmation of my services or inquiries.

Sincerely,

Review: The thermostat wasn't working on Sunday 11/15/2015 . When I called homeserve, I was informed that my account was suspended, because of a problem with the credit card.

When, I asked to speak with customer service , I was told that they aren't in on Sunday. Then I attempted to go online to chance my billing method. However there was no option online to do that.

Listen, we the customers pay homeserve to have the piece of mind that in a case of emergency, You will be there for us. WHY WAS I NEVER INFORMED THAT WAS AN ISSUE WITH MY CREDIT CARD? Secondly , at least you should have an option to fix you're credit card online. Remember this is the year 2015. We expect better.Desired Settlement: In order to restore confidence in HOMESERVE, Please reimburse me for the fees I occurred when I had to hire another repairman. He is charging me $45+tax for the new thermostat , which he installed. please mail me $45+tax.

Business

Response:

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

Mrs. [redacted] enrolled in our optional Premier Heat Plus Plan (the “Contract”) on 10/7/2015 via web enrollment. During the enrollment process, Mrs. [redacted] elected to make monthly payments for the Contract using the bank account information submitted with her enrollment form. On 11/8/2015, HomeServe attempted to debit Mrs. [redacted]’s account; however, the transaction was rejected by Mrs. [redacted]’s bank and no payment was remitted. After two additional debit attempts on 11/11/2015 and 11/14/2015, the Contract was suspended.

On 11/15/2015, Mr. [redacted] contacted HomeServe and requested a service call under the Contract. Our agent advised Mr. [redacted] that the Contract was suspended due to several failed payment attempts, and that he should contact HomeServe during normal business hours to update his payment information. On 11/16/2015, Mr. [redacted] contacted HomeServe and updated his payment information; thereafter, HomeServe deployed a technician to his residence who repaired the malfunctioning thermostat.

On 1/6/2015, a HomeServe Customer Advocacy Team (“CAT”) agent spoke with Mr. [redacted] regarding his wife’s complaint. Mr. [redacted] expressed his frustration with not being contacted following the failed payment attempts, as well as his inability to update his payment information online. Our CAT agent apologized and advised Mrs. [redacted] that HomeServe was in the process of dispatching a letter regarding suspension of the Contract, but Mrs. [redacted] updated that information prior to the letter being sent. Mr. [redacted] was also informed that HomeServe was in the process of upgrading its online services to enable customers to update account information. Our CAT agent offered to reimburse Mr. [redacted] the cost of the thermostat purchased by his contractor following our receipt of an invoice. Mr. [redacted] accepted and thanked our agent for the call.

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

Review: On may 26,2014 I signed up with a mailing that was in my mail box regarding insurance coverage on the water line from my house to the county street regarding clogged drain etc. I have been asking for my contract of allowed services since may 2014. The company refuses to send the information and repeatedly telling me the contract in on the way. I did have a problem with my drain clogging with pine needles and called the company and they sent out a plumbing service that was 38 miles away. the plumbing company is called [redacted] plumbing & [redacted] LLC in [redacted], WA. The plumber called the Insurance ([redacted] in the state of[redacted], CT) He was told that I was not covered to clean out a clogged drain. It cost me $ 277.00. Since I was never sent a contract of my coverages I had no idea what my coverage was or that I could of enhanced my coverage amount to take care of a simple clogged drain.Desired Settlement: All I want is my refund of $ 59.40 from this bogus Water line insurance Co. And I want the complaint against the company to be noted through the Revdex.com

Business

Response:

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

On 12/18/2014 Ms. [redacted] called HomeServe regarding water pooling in her yard and requested a service call under her Exterior Water Service Line policy. A plumbing contractor, who was onsite 12/20/2014, advised HomeServe the pooling was caused by a clogged storm drain, not the water service line. Our agent informed the contractor that drains were not covered under Ms. [redacted]’s policy and any further work performed by the contractor would be her sole responsibility.

As per the Terms and Conditions of Ms. [redacted]’s policy, a copy of which was mailed to her on 6/23/2014, external drainage lines are not covered under the Exterior Water Service Line policy. In addition, the mailer/offer letter that Ms. [redacted] received outlined the coverage details and stated that the Exterior Water Service Line policy covers the cost of repairing or replacing a broken or leaking exterior water service line from the property boundary or well casing to the subject home’s foundation wall.

In response to the complaint, we contacted Ms. [redacted] on 1/2/2015 to explain the terms of her coverage and the subject claim. However, Ms. [redacted] indicated she did not wish to speak with HomeServe prior to the posting of our response. HomeServe stands by its position regarding Ms. [redacted]’s claim. Per her request, HomeServe has cancelled Ms. [redacted]’s policy effective 1/9/2015. Further, HomeServe has initiated a refund of the $59.40 annual contract price; Ms. [redacted] should receive her refund by 1/14/2015.

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

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

I never ever received the policy. Liar liar pants on fire. All I want is the $ back and never do service with them again. I requested the policy 3 times.

Sincerely,

Business

Response:

We have reviewed the response filed by Ms. [redacted] and are

sorry to learn of her continued dissatisfaction.

According to our records, we sent the Exterior Water Service

Line Coverage terms and conditions to Ms. Gapp’s mailing address on 6/23/2014. In response to this complaint, we contacted Ms. [redacted] by telephone and confirmed she had received her refund check. Ms. [redacted] indicated she was satisfied with

HomeServe’s resolution of this matter.

We trust this response resolves this matter and thank you for

the opportunity to respond.

Review: I recieved correstpondance from The HomeServe USA Managment Corp on or about 9/1/14. This corresponce was an offer for water line insurance from Meter to home. There was several methods to pay offered, ie. Monthly, Quarterly or annually. I sent a personal check in the amount of $16.47 for a quarter. I spoke to my local water provider and was advised it could be a scam. I called these people and got a rep on the phone from [redacted], though thier home office is in [redacted]. This rep stated that thier company was listed with the Revdex.com in ** because it is where the Business is located. I did call my local Revdex.com office and confirm that the company is listed with the Revdex.com only in **. When I spoke to this rep a woman named "[redacted]" at 1 [redacted], I had no account set up and there was no accounting for my money. That check for $16.47. I was told that an "Accounts Specialist" would be contacting me in 72 hours. The issue is that I feel I was mislead. I was informed that I would have to pay a full year's premium for thier waterline insurance. No place on thier correspondence did it say that. Now I just want my money back and be done with them. I have learned a real lesson here about companies originating in **.Desired Settlement: I want the billing office in [redacted] to return my personal check for $16.47. And I want it recorded with the Revdex.com in ** that These people have misrepresented themselves and thier service though all the paperwork is very professionally done. Also, to repeat what my local Revdex.com office has said to me, that they have contacted the [redacted] about these people advertising in our area around [redacted] and [redacted]. Maybe the ** Revdex.com should be aware that these people are advertising out of state and not making all the information clear.

Business

Response:

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