HomeServe USA Corp.

We are in receipt of the complaint filed by [redacted] ***, and regret to learn of her dissatisfactionAccording to our records, on August 1st, we sent [redacted] ***’s father, [redacted] , a mailer offering Exterior Water Service coverage [redacted] did not have coverage with HomeServe at the time the mailer was receivedThe mailer was sent to [redacted] to offer him protection against emergency breakdowns to his Exterior Water Service LineIn response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) called [redacted] on September 25th, and left her a voicemailThe Customer Advocate also emailed [redacted] at the email address she provided with her Revdex.com complaint, asking for her father’s address, to put him on HomeServe’s Do Not Mail list [redacted] replied and provided us her father’s address, authorizing us to add him to our Do Not Mail list [redacted] has been added to the list, and we that [redacted] please allow 4-weeks for their request to be implemented In the meantime, [redacted] may continue to receive solicitations while our system updates We thank [redacted] for her patience If [redacted] has further questions regarding this matter, she may contact our Customer Advocate at ###-###-####.We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respondTell us why here

We have reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfactionOn 01/14/2015, [redacted] contacted HomeServe and requested that a copy of his Premier Heat Plus plan (the “Contract”) be mailed to himPer his request, a copy of the Contract was sent to the address HomeServe had on file, [redacted] In response to this complaint, we reached out to [redacted] and verified her mailing addressWe have updated the [redacted] account information and have forwarded a copy of the Contract to [redacted] ***We trust this matter has been resolved to the [redacted] satisfaction and thank you for the opportunity to respond

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

We are in receipt of the complaint filed by Mr [redacted] and regret to learn of his dissatisfaction [redacted] s assertion that he has been “bullied and threatened by” HomeServe is wholly without merit HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe’s customers hold over million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factorHomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted] , to residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of MassachusettsWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against heating emergencies at their homesResponsibility for repairing the heating system typically rests with homeowners, not with the local utility or [redacted] , and basic homeowners insurance typically does not cover the costs of repairing damaged heating system componentsThe optional Premier Heat Plan product offers homeowners protection from the costs associated with the repair or replacement of the gas powered heating system providing heat to their residence Per his request, we have added [redacted] , [redacted] ***, to our internal “Do Not Mail” listWe ask that he please allow up to 4-weeks for the requests to be implementedIn the meantime, he may continue to receive pre-scheduled 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

Complaint: [redacted] I am rejecting this response because: I was able to simply reset my hot water heater and it's working perfectlyThe plumber never attempted to fix it, just wanted to install a new one at an overinflated priceWe paid our premiums to HomeServe and then they tried to con us out of a lot of moneyVery disturbingWith 79% negative comments about this company it's appalling they have a good rating with the Revdex.com, just because they 'respond' to every complaint Sincerely, [redacted]

We are in receipt of the complaint filed by [redacted] and are sorry to learn of her dissatisfaction [redacted] assertion that HomeServe behaved in a “criminal” manner is wholly without merit According to our records, [redacted] enrolled in the Exterior Water Service Line Coverage (the “Water Contract”) offered by HomeServe in 11/ [redacted] Water Contract remained in effect until 11/1/when it lapsed due to nonpayment Our records also show that [redacted] enrolled in the Sewer Septic Line Coverage (the “Sewer Contract”) on 3/11/by way of HomeServe’s websiteIn addition, [redacted] also enrolled in another Exterior Water Service Line coverage plan (the “Second Water Contract”)During the online enrollment process, the addresses entered by [redacted] did not match the address we already had on file (e.g“ [redacted] ”) for the Water ContractBecause of this, the Second Water Contract was not flagged as duplicate coverage by our system, and subsequent renewal notices were automatically generated for all of the contracts held by [redacted] On 3/15/2016, [redacted] contacted HomeServe and expressed her concern over receiving a renewal notification for the Water ContractA member of HomeServe’s Case Management Team determined that [redacted] had duplicate water service line coverage after a review of her accountAt this time, [redacted] elected to cancel the Water Contract, the Sewer Contract, and the Second Water ContractFollowing this request, HomeServe processed three refunds: (1) $to the card on file for the Second Water Contract, (2) $to the card on file for the Sewer Contract, and (3) a $check for the Water ContractImportantly, it is HomeServe’s policy to fully refund any customer where duplicate coverage has been identified We would like to assure [redacted] that our Case Manager did not intend to place blame by highlighting the non-matching addressesThis information was provided merely in an attempt to explain why our system did not identify the duplicate coverage in her nameWe apologize if [redacted] felt that this explanation was an attempt to cast blame on her On 3/29/2016, [redacted] contacted HomeServe and confirmed receipt of the Water Contract refund checkDuring the call, a HomeServe agent confirmed that the other refunds had been processed Per her request, we have added [redacted] address, [redacted] to our internal “Do Not Mail” listWe ask that she please allow up to 4-weeks for the requests to be implementedIn the meantime, she may continue to receive pre-scheduled mailings while our system updates We trust that this response adequately resolves this matter and thank you for the opportunity to respond

From: [redacted] ] Sent: Thursday, February 23, 2017 6:04 PM To: [redacted] Cc: [redacted] Subject: Case Number [redacted] Importance: High I received a call from [redacted] with HomeServe USA Corp today. She argued with me about the... grass and the service that I received from their contractor ***. I would like to file arbitration with my case. We do not seem to have resolved our differences. [redacted]

Complaint: [redacted] I am rejecting this response because: First, HomeServe did not set up an appointment to let us know they were coming as per their response " A repair appointment for the following afternoon was scheduled. A technician arrived onsite at 1:22 PM on 12/2/2014 but no one was present at the [redacted] ’ residence. " Secondly, HomeServe contacted us by phone (My wife and I were at work when the call came in) and told us we would be receiving a check for $50 as a gratuity for our trouble. I telephoned back and left a voicemail confirming our address that was asked of me. As of this date, January 7, 2015, I have not received the check. Sincerely, [redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction with our optional Complete Exterior Water Service Line Coverage offer [redacted] ’s assertion that HomeServe USA (“HomeServe”) is “trying to compel .” him to purchase an optional service contract or participating in “deceptive practices” is wholly without merit HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in North America since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across North America, including CanadaHomeServe holds over million service contracts and has a 98% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted] , to residential addresses to inform homeowners of optional home service contracts available in their areaThe mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of GeorgiaWe encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts HomeServe is part of an emerging service industry that allows homeowners to purchase service contracts protecting against water service line emergencies at their homesResponsibility for repairing the water service line typically rests with homeowners, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing or replacing the water service lineThe optional Complete Exterior Water Service Line Coverage product offers homeowners protection from the costs associated with the repair or replacement of the water service line providing fresh water to their residence In his complaint, [redacted] referenced our use of the [redacted] County logo and the [redacted] County Water Resources Division nameNotably, HomeServe does not present itself as affiliated with any municipality or utilityIn fact, our mailers explicitly state: “HomeServe USA Repair Management Corp is an independent company separate from [redacted] County Water Resources Division and offers this optional service plan as an authorized representative of the service contract provider Your choice of whether to participate in this service plan will not affect the price, availability or terms of service from [redacted] County Water Resources Division.” This disclosure is prominently displayed on the front page of the letter in the same size and type font as the other information on the page HomeServe currently has partnership arrangements with over utilities across the country, covering over million householdsHomeServe’s use of the [redacted] County logo and name is the subject of a licensing agreement between the partiesAll mailing materials are reviewed and approved by [redacted] County prior to use Finally, [redacted] indicated his belief that HomeServe has been “sued” by multiple Attorneys General who have barred it from certain practices in those jurisdictionsHomeServe has entered into several agreements with Attorneys Generals relating to investigations opened in and early Importantly, in reaching agreements with these Attorneys General, there has not been any finding or admission of wrongdoing by HomeServe Per his request, we have added [redacted] ’s address, [redacted] to our internal “Do Not Mail” listWe ask that he please allow up to 4-weeks for the requests to be implementedIn the meantime, he may continue to receive pre-scheduled mailings while our system updates our files We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond

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

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

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

We are in receipt of Ms [redacted] ’s complaint and are happy to report that we have resolved this matter to her full satisfaction In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Ms [redacted] on 10/16/to discuss her concernsMs [redacted] expressed her dissatisfaction regarding the price increase during the current term for her Exterior Electrical Line Protection Plan (the “Contract”)Our CAT agent informed Ms [redacted] that per the terms and conditions of the Contract, HomeServe reserved the right to assign, amend or adjust the price of the ContractThe CAT agent explained that price increases occur in order to maintain the quality of service when there is a high repair frequency or increase in costs in the area, and that HomeServe will notify customers by mail of any pending increasesMs [redacted] understood and appreciated the call from our CAT agent We thank Ms [redacted] for her patience and thank you for the opportunity to respond

From: us c [mailto:[email protected]] Sent: Thursday, June 30, 8:PMTo: [email protected]: Fwd: Complaint# ID [redacted] ---------- Forwarded message ----------From: us c [redacted] Date: Thu, Jun 30, at 7:PMSubject: RE: Complaint# ID [redacted] To: [email protected] complaint has been tentatively resolved, pending a release from HomeServe Please close this complaint Thank you **

We reviewed the complaint filed by Ms [redacted] and are sorry to learn of her dissatisfaction Ms [redacted] enrolled in Exterior Water Service Line coverage (the “Contract”) on 1/12/via a postal enrollment form, authorizing a $monthly charge to be added to her [redacted] (“ [redacted] ***”) billOn 3/27/2015, Mrs [redacted] contacted HomeServe requesting cancellation of the Contract; our agent processed the request effective the same dayOn 5/4/2015, Ms [redacted] contacted HomeServe and informed our agent that the monthly charge was still appearing on her [redacted] bill HomeServe contacted [redacted] and learned that the property owner, [redacted] , enrolled in Exterior Water Service Line via a postal enrollment form for the same addressBecause the water bill for that address is in Ms [redacted] name, [redacted] added the charges to her water billOn 6/3/2015, [redacted] confirmed that $would be credited back to Ms [redacted] account and that the Contract would be cancelled immediately On 6/3/2015, a member of our Customer Advocacy Team reached out to Mr [redacted] to advise him that the Exterior Water Service Line coverage he had enrolled in had been cancelled due to the charges appearing on Ms [redacted] billOn 6/3/2015, we also attempted to speak with Ms [redacted] to provide clarification regarding the charges, but were unable to reach herShould Ms [redacted] wish to speak with a member of our Customer Advocacy Team, or have any additional questions, we invite her to contact us at [redacted] We trust this matter has been resolved to Ms [redacted] satisfaction and thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response for two reasons: First, the company should notify a policy holder of any intent to discontinue a policy in time for the holder to take remedial action Homeserve gives no indication that this will be done in the future, nor do they accept any responsibility for omitting this step I have no other policy in which the intent to terminate is not make clear well in advance Second, I have attached the flier given to me by HomeServe, which states, in prominent, large, bold print: FOR FASTAFFORDABLE, 24-HOUR EMERGENCY HOME REPAIRS This was exactly the pitch that was told to me when I purchased this policy For HomeServe to hold that they are not responsible because their contract is at variance with their distributed flier smacks of downright fraud Had I known that their hour service refers only to a call center, I NEVER WOULD HAVE SIGNED UP FOR THIS SERVICE I speculate that the majority of their customers are unaware that the only "emergency" service is a hour call center As HomeServe states in their response: my original call for no heat went in at about 2:AM, and the technician arrived at the house at 5:PM, a time exceeding hours., and more than sufficient time for the water pipes to have frozen II was able to "jury rig" the heating system and get the heat running but only by luck Furthermore, it is terrifying for an untrained person to rig a natural gas system, and indeed, a friend has his home destroyed a number of years ago by a natural gas explosion But I had no choice in this due to Homeserve's purposeful misrepresentations I informed the HomeServe caller that if they want to send me the $50, that's fine but it was not to be construed as an indication that I am satisfied with the response or that I am thereby agreeing to withdraw any complaintsSincerely, [redacted] %

We have reviewed Mr [redacted] complaint and are sorry to learn of his dissatisfaction Mr [redacted] contacted HomeServe on 4/8/reporting a sewer line bain his basement and requested a service call under his Exterior Sewer/Septic Line coverage (the “Contract”)HomeServe deployed Precision Plumbing and Construction (“Precision”) to Mr [redacted] home the same dayPrecision advised HomeServe that there was no issue with the home’s sewer line and indicated that the issues experienced by Mr [redacted] were attributable the internal floor drain in the basementOur agent informed Mr [redacted] that because the bawas attributable to the internal plumbing at his home, his Contract did not cover the required repairs In response to this complaint, we contacted Mr [redacted] on 4/23/2015, and discussed his service callMr [redacted] informed us that following the 4/8/service call, he had his own contractor inspect his sewer lineMr [redacted] stated that his contractor performed a full sewer line replacement after they located a collapsed section of the line following a video inspectionWe apologized for the misdiagnosis of Mr [redacted] sewer line emergency and offered to reimburse him the cost of any repairs that would have otherwise been covered under the terms and conditions of the ContractMr [redacted] informed us that he was satisfied with our efforts to provide a reimbursement, and he agreed to submit the required documents for our review We trust this matter has been resolved to Mr [redacted] satisfaction, and thank you for the opportunity to respond

We are in receipt of Mr***’s complaint and regret to learn of his dissatisfaction
Mr*** enrolled via mail in our optional Water Service Line Insurance Coverage (the “Contract”) on 11/01/On his enrollment form, Mr*** selected the “EZ-PAY” billing option which provides, in part,
above his signature in the attestation section “I understand that …my coverage is based on an annual policy and will be renewed annually on the same payment terms selected ....” In addition, on 10/10/and 10/1/2015, HomeServe mailed Mr*** his annual Contract renewal notices, which informed him that his coverage would automatically renew on 11/1/and 11/1/2015, respectively
We reviewed Mr***’s account and there is no record of any communication from Mr*** regarding his home sale or moveIn response to this complaint and per his request, we have cancelled Mr***’s Contract, effective 11/12/A refund in the amount of $59.40, representing the full price of the 2015-Contract, will be issued to Mr***’s credit union within 3-business days
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

We have reviewed Ms*** statement and are sorry to learn of her continued dissatisfaction
In addition to our call on 10/06/2014, when we attempted to contact Ms*** on 10/9/2014, we were only able to leave our toll free number with a male that answered the phoneMs*** did not return our call
In response to this notification, HomeServe attempted to contact Ms*** on 10/13/2014, 10/17/2014, and 10/22/2014, and again our agent again provided HomeServe’s toll free phone number, but on her voicemail this time
As previously noted, non-emergency tuservice appointments are scheduled based on availability Ms*** was provided the next available tune up appointment for the heating unit at her residence
We invite Ms*** to contact us on our toll free number, ###-###-####, if she wishes to discuss this matter further. We trust this response provides further clarity as to our communication with *** ***, as well as the scheduling of her appointment, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction, HomeServe's stance has not changed.According to our records, on 1/3/2018, 1/24/2018, 2/7/2018, and 2/20/2018, renewal notices were printed and mailed via *** regarding *** ***’s optional Exterior Sewer/ Septic Line coverage (“Coverage”)On 3/7/2018, *** *** called to confirm if we received her check, and to clarify if her coverage was renewedHomeServe advised *** *** it could take 4-weeks to process mailed check paymentsWe advised *** *** until that payment has processed her Coverage would not be active*** *** declined to make an electronic payment over the phone.In response to this complaint, on 3/12/2018, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with *** ***. Our CAT agent apologized for any confusion in payment options, and explained that the accepted methods for payments were listed on the enrollment form*** ***’s check was processed on 3/16/2018, HomeServe offered *** *** a courtesy check for $25.00, for the month the coverage was inactive*** *** accepted her offer and should receive the check within the next 14-daysOn 4/4/2018, a member of CAT contacted *** *** in an attempt to clarify her dispute with our response*** *** was unable to provide additional details regarding the difference in the resolution of her complaint, and the response that was provided to the Revdex.com. If *** *** has any further questions, she may contact our CAT agent directly at ###-###-####