HomeServe USA Corp.

We reviewed Ms***’s complaint and regret to learn of her dissatisfaction with the contractors who performed work at her home
Ms*** has an optional Water Service Line (“Contract”) that covers repairs to the external water service line on her propertyOn 1/26/2014, at 10:29pm, Ms*** contacted HomeServe to report that her water utility company informed that based on high water bills combined with low water pressure in the home that there was a possible leak on her water service lineBecause Ms*** had running water it was agreed that the contractor could be scheduled for the next morning, 1/27/2014. The contractor determined that the exterior water service line was not leakingInstead, he discovered a boiler drain inside the home that was leaking, causing there to be no water pressure inside the home HomeServe closed the claim because interior plumbing is not covered under her Contract
Upon receipt of this complaint, we contacted Ms*** on 3/12/She informed us that the complaint was not with HomeServe or our products or services, but instead with the contractor who performed non-covered work outside of her Contract with usMs*** brought this matter to our attention because we introduced the contractor to her, so she believed we should be made aware of the contractor’s conductMs*** also confirmed that she had already received her desired refund from the contractor, which resolved her complaint with the contractor
To thank Ms*** for her helpful feedback, we provided her with a 50% discount to be applied upon the renewal of her existing contract, and also offered a 50% discount upon enrollment in our Interior Plumbing and Drainage Coverage, if she chooses to enrollThat plan would have covered the plumbing repairs she recently required
Thank you for the opportunity to respond to this complaint. We trust this matter has been resolved and addressed to Ms***’s full satisfaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11540255, and find that this resolution is satisfactory to me
Sincerely,
*** ***
From: us c [*** Sent: Thursday, June 30, 8:PMTo: [email protected]: Fwd: Complaint# ID ***---------- Forwarded message ----------From: us c

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

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our records, on 6/4/2017, *** *** contacted HomeServe to report an issue with a leaking toilet, and requested a service call under her Interior Plumbing and Drainage System Coverage
(the “Contract”)HomeServe deployed United Plumbing (“United”), and they were onsite 6/7/While onsite, United cleared the toilet and returned 6/9/to send a camera through the sewer line to identify the cause of the backupThe camera footage revealed a shift in the external line at the cleanout*** *** Contract does not cover any external repairs, as the Contract is identified as “the water service and drainage systems within the interior limits of Your Residential Property”
On 6/8/2017, *** *** contacted HomeServe again and reported an issue with her washing machine backing upHomeServe deployed United, and they identified a clog in the washer drain line while onsite performing the sewer line cameraTo clear the washer drain line, access would need to be obtained from the roof, and United was not equipped for this procedureHomeServe deploye* *** Plumbing (“***”) and they were onsite 6/10/*** identified the break in the line at the cleanout, and recommended replacing the internal trunk line, which is the washer drain line*** *** requested a second opinion, and HomeServe deployed Overflow Plumbing Services (“Overflow”)On 6/16/2017, Overflow confirmed the diagnosis that the washer drain line would need to be replacedOverflow completed the repair on 6/23/
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 7/10/2017, 7/14/2017, and spoke with her on 7/18/Our CAT agent explained that the Contract provides service calls, and explained that there were two separate clogs within the homeHe further explained that while they happened in quick succession with each other, that doesn’t mean they would be one service callIf *** *** has any further questions regarding her coverage, she may contact our CAT agent directly a* ***
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I am years old, on oxygen 24/and was under the impression that this service
is available hours a day. I was not told there would be any exceptions to this policy. I was very upset that I was told to go
purchase an electric heater, but now I am even more upset that they are lying to the Revdex.com. I was never at any time offered a reimbursement if I purchased this heater. Even when my daughter called because she was upset that someone said that to me, she was never informed of any reimbursement offer. This is an outright lie and shows me the integrity of this company. I will not accept any offer less than the total amount of the contract fee returned as I received no service from these peopleIn fact, the only thing I did receive was aggravation, and I shouldn't have to pay for that
Sincerely,
*** ***

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfactionAccording 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 phoneIn 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-daysIf *** *** has any further questions, she may contact our CAT agent directly at ###-###-####We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction.According to our records, *** *** enrolled in *** *** *** Plan, Contract: ***, via telephone on September 12, 2017. On September 25, 2017, *** *** called to schedule the
heating system tune up which is part of his contracted coverageThere was confusion about the date of his appointment and with *** ***’s permission; we rescheduled his tune up for November 20, 2017. The customer complained about the tune up and wanted it to be more thorough. We scheduled another tune up for *** *** and the technician was on site for approximately an hour, conducting the tune up and explaining the steps in the process as he performed them. In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) called *** *** on November 28, 2017. The agent listened to *** ***’s concerns, apologized for the situation, confirmed that the issue was resolved, and provided a discount of the remainder of the contract year for $*** *** stated that he was satisfied with this resolutionWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Myself and the Revdex.com were told two different storiesI am not satisfied with this company and will never do business with them againI never accepted the $check and I don't want it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This is the way this business works any way of keeping customers money and all the excuses in the world to not live up to contract.I watch that tv too and saw a collapse pipe I saw the sewage just lying inthe pipe also saw something hanging in the pipe your plumber saw it also and the statement that my plumber probably broke the pipe was stated on the phone so that was a lie it was stated from the time they knew I called my plumber first and not them the attitude was startedSo now I have to pay for tv of my pipe they were liable for that thats the decent thing for them to do I was a faithful customer from until this time they had no problem taking my money until I had a problem with my sewer I still want my refund of my money I am entitled to it also my sewer line is being replaced why because it is collasped
Sincerely,
*** ***

We reviewed the complaint filed by Mr*** and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">We reviewed our records and determined that on 2/11/2014, we received the check Mr*** is referring to, but there was no enrollment or renewal form enclosed with it. The bank check had the name and address of *** ***, ** *** *** ** *** *** ***. Upon further review of the check, it appears that the account number for a different address, *** *** *** ** *** *** was written at the top of the check and not in the memo line. The agent processing the renewal did not see it and mistakenly opened a new account in Mr***’s name with the *** *** address as the service addressWe spoke with Mr*** on 4/14/2014, and he advised that he did not wish to renew his coverage at this point, and only desired a refund of the misapplied payment
Per Mr***’s request, we issued a refund in the amount of $ 59.88, which should be received within 7-business days
Thank you for the opportunity to respond. We trust this resolves Mr***’s complaint to his full satisfaction

We are in receipt of the complaint filed by *** *** and are happy to report we have resolved the matter to his full satisfaction
According to our records, on 10/01/Mr*** enrolled in HomeServe’s Exterior Water Service Line coverage (the “Contract”) using HomeServe’s website
The Contract was offered at a special introductory rate of 50% off the standard rate, and *** *** *hose the auto renewal option
On 10/01/*** *** contract automatically renewed at the then current rate of $83.33, payment was applied to the method he provided at the time enrollmentMr*** was issued a prorated refund of $by the cancellation agent
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed *** *** enrollment and Contract mailing historyOur CAT agent determined that *** *** *ontract was not mailed to him prior to the renewalOn 11/23/2016, our CAT agent spoke with Mr*** and explained she would issue the remaining refund of $to the payment method on fileMr*** will receive his refund in the next business daysMr*** accepted this resolution, and expressed his satisfaction
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and regret to learn of her dissatisfaction. The mailer in question is merely a solicitation for our optional Water Service Line Insurance CoverageHomeServe obtains publicly available information for our mailings through third-party
vendors, as do numerous companies HomeServe is a home warranty company. We are not a utility company, but we have partnerships with many utility companies, cities, counties and municipalities across the country to offer warranties on systems that are usually not covered by utilities or by homeowners insurance. HomeServe is part of an emerging service industry that allows homeowners to purchase protection against breaks in their water service linesHomeServe USA serves more than 3.5 million customers across North America, including Canada, holding million service contractsIn just the last three years, HomeServe has performed over 800,service jobs; ninety-eight percent of customers surveyed after using our repair services would recommend HomeServe USA to friends and family. We are a Revdex.com (“Revdex.com”) accredited business, which means that HomeServe has met the standard of trust the Revdex.com upholds, with an “A+” ratingAs a courtesy, we have added *** ***’ address information to our internal Do Not Mail listWe ask that she please allow up to 4-weeks for mailings to her address to ceaseIn the meantime, it is possible that *** ***’ may receive a mailing as our systems update our mail files We trust this response will provide *** ***’ with more clarity regarding our mailingsThank you for the opportunity to respondTell us why here

Complaint: I am rejecting this response because: I have left several messages for the lady who has called me She only left a message 1x in which I returned the phone call around Labor Day weekend I have spoken to the city (*** has to told me there was no problem with the sewer this dayFunny how *** is stating I had inches of water in basement when they arrived I was told by Homeserv that they would not have entered my home if my home was under water This was not the first time *** was at my house for this problem When they came this time the approach was different from the previous service call, they tried to snake the cap that should have never have been opened, the water comes out of this like *** *** I am not sure how they attempted this with inches of water that was supposedly in my home. The cap is not that easy to come off This is why it states on my claim that the most damage done to my home was in the laundry room where the cap is located The funny part the least damage was in the bathroom. Homeserv, has stated many different things to me when this has happened They have stated the supervisor from *** was going to call me never happened Supervisor from *** was going to stop by never happened They have stated this happen because of the tremendous amount of rain. If this was there procedure or policy “D *** advised that when there is standing water in a home, a toilet should not be removed to snake the line” why did they try to do anything to my home. The technician stated I needed to wait until it stop raining and place another call to get the service done. I had a problem with *** before I went thru Homeserv because water was leaking from my bathroom into my bedroom. The service tech told me to make sure I close the door when I shower. Honestly, I told him you have to be kidding me right. Then he looked a little further and stated I need a new shower body. Honestly, that was not what I needed fixed. I started getting water in my living room. I called HomeServ and they dispatched another Plumbing Company who actually found the problem, I was standing on pile wood in my showerNo fault of anyone that the previous home owner did not have the shower done properly. So the moral of this point is they are not a reliable company to me. HomeServ should have this entire document alsoMy home is in a flood zone. I have only been flooded when there was *** *** ** *** *** *** ** *** *** was floodedThe previous home owner in (I believe) I have never had water in my home because of the city sewer being backed up If the city sewer was backed up several other homes in the surrounding area would have had the same problem as I didThe city sewer is not connected just to my house. The DPW keeps all this on file. There is no record of my sewer being the problem. At this point we can go back and forth but the fact is *** was contracted by HomeServ who cause damaged to my home. A police report is on file and DPW is well aware of the situation. HomeServ is responsible for the damaged done to my homeThe $is my $deductible and $is what the insurance did not cover.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I do believe they should refund the last payments instead of just the last one
Sincerely,
*** *** Please take notice that they said they mailed me a notice in October One month after I had moved out of the United Staates and I was not forwarded any mail stating such notice My passport is stamped *** Sept So maybe they should refund the last $59.40 please read the pdfs if they said they sent me a letter in October

Complaint: ***
I am rejecting this response because: I don't know how many telephone calls and pictures I sent to this company, HomeServe, they still continue to deny the poor workmanshipThe bottom line is the inadequate concrete which still continues to produce dust, cracks and off color. All I want is my property correctly finishedI would like to retain the membership with the company, but I also want to get good value for my moneyI hope this situations can be resolved for the benefit of all concerned
Sincerely,
*** ***

We have reviewed the complaint filed by Ms*** and are sorry to learn of her continued dissatisf*ion
In response to this complaint, HomeServe spoke with a *** *** representative on 7/6/who confirmed that Ms*** HomeServe coverage was cancelled on 3/31/Louisville Water’s agent noted that a charge for the coverage appeared on Ms*** April bill, but stated that a subsequent credit, in the amount of $21.96, was placed on her account on 6/4/Further, Louisville’s agent confirmed that Ms*** water service would not be disconne**ed due to her past HomeServe coverageOn 7/9/2015, a member of HomeServe’s Customer Advocacy Team unsuccessfully attempted to speak with Mrs*** regarding her billing concernShould she wish to speak with a member of our Customer Advocacy Team, she can conta** us at *** ***
Further, Ms*** assertion that HomeServe is “stealing from people” and is a “scam” is wholly without meritHomeServe is a legitimate company with operations in states and has provided over $million in services to its customers, representing 890,service jobs across its produ** lines, over the last three yearsWe serve more than million customers across North America, including Canada, holding over million service contra**s, and have a 98% customer satisf*ion rating among customers surveyed after using our repair servicesHomeServe is accredited with the ** Revdex.com and has an “A” rating
HomeServe currently has partnership agreements with municipalities and utilities across the country, covering over million householdsLike many municipalities and utilities, *** *** has seen the opportunity for cooperation and partnership with us to provide an optional protection program to the homeowners they serve
We trust this matter has been resolved to Ms*** satisfaction, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and are happy to report that we have resolved this matter to her full satisfaction
According to our records, on 2/23/*** *** contacted HomeServe to report no heat or hot water in her home and requested a service call under the
Premier Heat Plus Plan (the “Contract”)A HomeServe technician was onsite the same day and advised *** *** that a new integrated control board was required in order to return the heating system to full functionalityOur technician noted that the integrated control board was not currently available and that he would need to place an order and return to complete the repair
On 2/24/2016, *** *** contacted HomeServe and requested an update regarding the availability of the control boardA HomeServe agent advised *** *** that she would be contacted by the Parts Department to schedule her installation as soon as the part was availableThat afternoon, *** *** contacted HomeServe and advised that she had not yet received a call from the Parts DepartmentOur agent advised *** *** that due to an internal error, the part had not yet been ordered and apologized for the error
At approximately 1:45PM the same day, a HomeServe Parts Manager contacted *** *** to advise that the integrated control board would be available the following day and that HomeServe would contact her to schedule an installation appointmentAt this time, *** *** explained that her heating unit was leaking and that a technician needed to return as soon as possibleFollowing this call, HomeServe was able to locate an integrated control board and immediately dispatched two technicians to the *** residence to complete the installationOnce onsite, our technicians installed the integrated control board and an air ventThe technicians verified that the heating system was operating properly and then departed from the *** residenceShortly after our technicians left, *** *** contacted HomeServe and advised that her heating unit was producing hot water, but still had no heat
At 6:25PM, a HomeServe technician arrived onsite and replaced a malfunctioning transformer on the heating systemDuring the course of performing the repair, our technician informed *** *** that the unit required a new circulator pump and suggested that our Master Technician return to inspect the repairs and complete any additional work
On 2/25/2016, our Master Technician was onsite and completed the repair of the heating systemThe Master Technician advised that an additional part was required and would be ordered by HomeServe, but would not be available until Monday 2/29/On 2/29/2016, our Master Technician returned, installed the covered part, and verified that the unit was operating correctly
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) made several unsuccessful attempts to contact *** *** on 3/4, 3/7, and 3/8/On 3/9/16, our CAT agent was able to speak with *** *** and apologized for the inconvenience and frustration she experienced following the multiple service calls*** *** indicated that she was pleased with the overall repair service and HomeServe’s repeated attempts to resolve her heating system breakdownAs a gesture of goodwill, our CAT agent offered to discount the remaining balance of the Contract ($293.13)*** *** accepted and expressed her appreciation
HomeServe would like to take the opportunity to point out that its technicians are all trained, licensed, and qualified to perform the services required by our customersOur technicians are recruited through a comprehensive screening process that ensures they are competent to perform service and repair work on the various systems serving our customers’ homesWhile we endeavor to complete repairs on our initial visit, from time to time, an emergency breakdown may require multiple visits prior to completionWe appreciate the *** patience in resolving their issue
We trust that this response satisfactorily resolves the matter and thank you for allowing us the opportunity to address *** ***’s concerns

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction regarding his recent service call
On 6/12/2015, Mr*** contacted HomeServe to report that his AC was not working and request a service call under his Cooling System Coverage (the “Contract”)
HomeServe deployed the job to *** *** *** *** *** ***) who contacted Mr*** with the first available appointment on Sunday, 6/14/Mr*** contacted HomeServe to advise that with two small children in the house the Sunday appointment was not acceptable due to the extreme heatThe agent advised Mr*** that the agent would discuss with a supervisor and call him back in 1-hoursWe were unable to get back to Mr*** as quickly as expected, so he called us to cancel the service call and his Heating System and Cooling System service plans
On 7/and 7/15/2015, Mr*** spoke with agents regarding his cancellation and refundMr*** is due a full refund, but we have been unable to reach him via telephone to let him knowPer his request, we have canceled his contracts and issued a refund check in the amount of $431.48, which he should receive by 8/7/If Mr*** has additional questions we invite him to contact us at ***
We thank Mr*** for his patience and trust that this response adequately resolves this matterThank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our records, on 8/23/2016, *** *** contacted HomeServe to enroll in the Water Heater Repair and Replacement Coverage (the “Contract”)The HomeServe customer service agent processed
the enrollment, and reviewed the waiting periods of days for repair and days for replacement of the water heaterThe agent explained the waiting periods were in place to prevent service calls on pre-existing conditions*** *** during her 8/23/enrollment call when asked, indicated that she was not having a problem with her heaterHad she indicated that there was a current problem with the unit, she would not have been enrolled in the Contract
On 9/23/2016, *** *** contacted HomeServe to report a leak from her water heater and requested a service call under her ContractHomeServe deployed *** *** *“***) and they confirmed they completed a flush of the water heater tank
*** *** contacted HomeServe again on 11/28/2016, which is during her 90-day waiting period to request a water heater replacementShe advised HomeServe that the technician from *** had told her she needed a new water heater, and she then called after the 90-day waiting period elapsedThe HomeServe agent explained that if the replacement was determined prior to the end of the day waiting period then the replacement would not be covered
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 1/6/2017, 1/13/2017, and 1/17/2017, without successIf *** *** would like to discuss the matter with our CAT agent, she can contact her directly at ***

Thank you for bringing Ms***’ concern to our attention. We regret to learn of her dissatisfaction
HomeServe periodically sends mailers to inform homeowners of optional home emergency service contracts available in their area that have been an enormous help for tens of thousands of homeowners. We obtain publicly available information for our mailings, which may contain the occasional error in name or address, sometimes causing a mailer to be sent to a person other than the homeowner.
The mailer Ms*** received is merely an offer to purchase optional Water Service Line Coverage, which has been an enormous help to tens of thousands of customers. 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
Ms***’ suggestion that our company may not be legitimate is wholly without merit. HomeServe is a legitimate company with operations in states We currently service over million customers (over million contracts) across the country with a 98% customer satisfaction rating among customers surveyed after using our repair services. In fact, over the last three years, HomeServe has performed nearly 800,jobs, providing more than $million in customer savingsHomeServe is accredited with the Revdex.com and has an “A-” rating.
We have added Ms***’ address to our internal “Do Not Contact” List. We ask that she allow 4-weeks for our mailings to cease. During this time she may still receive mailings while we update our files
We hope this response provides Ms*** with more clarity regarding our mailers and services, and that it satisfactorily resolves and concludes this matter