HomeServe USA Corp.

We reviewed the complaint filed by *** *** and are happy to report the situation has been resolved
On 3/18/2017, *** ***’s postal enrollment forms were received for three optional HomeServe home warranty coverages; Internal Plumbing and Drainage (“Internal”), External Water Service Line
(“Water”) and External Sewer/ Septic Line (“Sewer”)The selection was made on each document for all three coverages to auto-renew with direct debit from a checking account on the 26th of each monthOn 3/26/18, the Water annual payment of $and Internal Plumbing monthly payment of $were each debited from the customer’s checking accountOn 3/27/at 10:19am EST the customer called to cancel coverage stating they could no longer afford coverage, a refund was issued for $and $At 7:17pm EST the customer called again to confirm the account cancellation
In response to this complaint, a member of the Customer Advocacy Team (“CAT”) reached out to *** *** *** stated he called to cancel on 3/27/18; he did receive the refunds of $and $83.88, and confirmed he requested a refund for the overdraft feesIt was determined *** ***’s coverages were cancelledThe member of CAT advised the refunds of $and $show as processed and confirmed with *** *** that he did receive his refundsWe have reached out to *** *** regarding his overdraft fees and are waiting for a return call from *** *** to confirm the amounts and begin processing reimbursement for the overdraft fees for $
We thank *** *** for their continued patience and thank you for the opportunity to respondIf *** *** has any further questions feel free to contact us directly at ###-###-####

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfactionAccording to our records, *** *** enrolled in HomeServe’s Exterior Sewer/Septic Linecare coverage on January 20, The charge for the coverage should have been added to ***
***’s water utility billThe enrollment was not successfully completed because of a technical issue in the utility’s billing systemThe coverage went into a prolonged suspended status, awaiting paymentOn July 18, 2016, the coverage finally cancelled having never received payment because *** *** was not being billed by his Water UtilityOn February 13, 2018, *** *** called HomeServe to report a breakdown with his sewer line and was informed that the sewer line coverage had been cancelled for non-payment over a year and a half beforeIn response to this complaint a member of HomeServe’s Customer Advocacy Team ("CAT") called *** *** on February 23, 2018, and left *** *** a voicemail messageThe CAT agent called *** *** again on February 26, and left a message advising HomeServe had never received payment for the coverageOn February 27, 2018, the CAT agent spoke to *** *** and explained that HomeServe had received no payments for the coverage since the time of *** ***’s enrollment attemptThe CAT agent asked *** *** if his water utility bills indicated that he was being charged for the coverage and *** *** confirmed that he was not being charged for the coverageThe CAT agent asked *** *** to send copies of paid invoices showing his out of pocket expense for the current sewer line breakdown*** *** advised the CAT agent that he would email copies of the paid invoicesThe CAT agent apologized for the inconvenience and advised *** *** that upon receipt of the documentation the case would be reviewed for reimbursement consideration*** *** accepted this resolutionWe trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We are in receipt of M** *** complaint, and regret to learn of his dissatisfaction
According to our records, on 9/19/2014, *** *** enrolled in the Exterior Sewer Septic Line Coverage (the “Contract”) through a postal enrollment formFor his first two years of coverage, *** ***
paid an annual amount of $and received a benefit amount of $12,per yearUpon renewal for the coverage year 9/22/2016-9/21/*** ***’s annual payment increased to $227.88, and the benefit amount decreased to $6,per yearThe changes to the Contract were communicated to *** *** in his renewal notice mailed 8/5/HomeServe reduced the coverage cap because of the unusually high claims costs it experienced in serving *** *** Sanitary customers during the previous year
On 10/31/2016, *** *** contacted HomeServe to report a backup with his sewer, and requested a service call under his ContractHomeServe deployed 24/Rooter & Plumbing (“24/7”) to *** ***’s home, and they were onsite 10/31/While on site 24/snaked *** ***’s sewer line, and reported the line was flowing clear
*** *** contacted HomeServe again on 11/3/and reported his clean out drain was overflowingHomeServe sent 24/back to *** ***’s home on 11/3/and they hydrojetted the clean out, and confirmed the line was flowing*** *** contacted HomeServe on 11/16/to report a sewer backup24/hydrojetted the line on 11/18/
*** *** contacted HomeServe on 11/28/and reported he was still experiencing issues with his sewerHomeServe deployed 24/back to the home, and they recommended to replace a portion of the sewer lineAfter reviewing the request, a HomeServe Regional Operations Manager (“ROM”) requested a second opinionHomeServe deployed *** Plumbers (“***”) to *** ***’s home, and they were onsite 12/3/*** advised that to fully diagnose the issue they would need to clear the line, and run a camera in the sewer lineAfter reviewing the camera footage *** recommended replacing the sewer line
The repair estimate presented by *** resulted in an out of pocket expense for *** ***, as the benefit limit of $6,would be exhausted*** ***’s out of pocket expense would be $2,if he accepted the repair, he declined as he felt the coverage should have remained at the limit he had when he enrolled
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed the previous repairs, and the estimate for the replacement with the ROMOur CAT agent and ROM worked with senior leadership and obtained approval to complete the repair without an out of pocket expense for *** ***The original quote of $2,for *** *** was paid by HomeServe as a goodwill gestureOur CAT agent attempted to contact *** *** on 12/8/2016, 12/12/2016, and 12/13/without success
On 1/4/HomeServe’s ROM contacted our CAT agent and advised that the sewer line was broken past *** ***’s property boundaryThe ROM received a copy of the *** *** Sanitary inspection report showing the break in the street*** ***’s coverage benefits have been fully exhausted, and goodwill of $2,had already been paid by HomeServeOur CAT agent and ROM worked again with senior leadership and received approval for an additional goodwill in the amount of $3,This would leave *** *** with an out of pocket expense of $3,
Our CAT agent contacted *** *** on 1/27/2017, 2/1/2017, and spoke with him on 2/2/*** *** chose to not move forward with the repair at that time, our CAT agent did advise if he decides to move forward the offer will still standShe advised that the offer to complete the repair with a minimal out of pocket expense of $3,would result in HomeServe paying out $12,which is the amount to which he requested the coverage be revertedOur CAT agent provided her direct number of 423-499-to *** ***, should he change his mind
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

We have reviewed the complaint filed by *** *** and regret to learn of her dissatisfaction with our recent optional service offers
As per her request, we have added *** ***’s address, *** ** *** *** *** ** *** to our internal “Do Not Mail” listWe ask that *** *** please
allow 4-weeks for this request to be implementedIn the meantime, *** *** may continue to receive solicitations while our system updates our files
We trust this matter has been resolved to *** ***’s satisfaction and thank you for the opportunity to respond

We reviewed the complaint filed by Ms*** and are sorry to learn of her dissatisfaction
HomeServe has partnered with over utility companies across the country, including ***, to offer affordable home emergency repair plans. In conjunction with our partnership, *** customers may receive direct mail from HomeServe featuring both the HomeServe and *** logo.
Like many energy utilities, *** has seen the opportunity for cooperation and partnership with HomeServe USA to provide an optional protection program to the homeowners they serve. HomeServe's use of the *** logo is the subject of a licensing agreement between the partiesAs with all of its partner mailings, *** reviews and approves every mailing sent out in partnership with HomeServe to consumersHomeServe does not present itself as affiliated with any utilityOur mailers state explicitly that “HomeServe USA Repair Management Corp("HomeServe") is an independent company that is not affiliated with *** or any of its subsidiaries.”
We have added the address provided by Ms*** in her complaint to our internal Do Not Mail list. It may take up to 4-weeks for her request to be implemented. In the meantime, she may continue to receive solicitations while our system updates her fileWe appreciate Ms*** patience, and thank you for the opportunity to respond

We are in receipt of Mrs***’s complaint and are happy to report that we have resolved this matter to her full satisfaction
In response to this complaint, a HomeServe Repair Management Case Manager (“RCM”) contacted Mrs*** on 10/12/to discuss her concernsOur RCM informed Mrs
*** that HomeServe would issue a gratuity check in the amount of $as a courtesy for the scheduling inconvenienceMrs*** accepted and appreciated HomeServe’s effortsPer our records, Mrs*** should expect to receive the check within 10-business days
We thank Mrand Mrs*** for their patience and trust that this matter has been resolved to their full satisfactionThank you for the opportunity to respond

We are in receipt of the complaint filed by *** ***, and regret to learn of his dissatisfactionAccording to our records *** *** does hold an active Sewer/Septic Line coverage that covers repair and replacement of his Sewer/Septic Line for blockages and breaks that occur due to wear and
tear with a maximum of $in coverage per contract yearIn response to the complaint, on 11/1/a member of HomeServe’s Customer Advocacy Team (“CAT”) reached out to *** *** and requested the invoice for reimbursement considerationHomeServe received the invoice from *** *** on 11/1/Upon the completion of the review on the invoice provided from *** *** on 11/12/2017, HomeServe determined a complete breakdown of the work completed needs to be submitted in order to determine the exact payout of the reimbursement. Our CAT agent reached back out to the *** on 11/13/and requested the complete information to complete the reimbursement processAt the end of business on 11/13/our CAT agent and the *** are still working together in order to resolve the reimbursement settlementThank you for the opportunity to respond

We have reviewed the complaint filed by *** *** and are sorry to learn of his dissatisfaction
10pt">As a gesture of goodwill, HomeServe has processed a check in the amount of $4,to cover expenses *** *** incurred as a result of a septic line issue on his property. Per the *** tracking information, *** *** should receive the check by 2/14/2015.
We hope this adequately resolves this matter to *** *** satisfaction and thank you for the opportunity to respond

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 are sorry to learn of her dissatisfaction
On 1/8/2016, *** *** contacted HomeServe and reported a sewer line blockage and requested a service call under her External Sewer/Septic Line Coverage (the “Contract”)On 1/8/2016, HomeServe
deployed the job to Hers and His Plumbing (“H&H”), who contacted *** *** to schedule the service callAfter speaking to *** ***, *** contacted HomeServe and indicated that *** ***’s septic tank needed to be emptied*** informed *** *** that they did not specialize in septic tanks, only the lines that service sewer and septic systemsAfter receiving clarification from *** ***, HomeServe redeployed the service call to *** *** Plumbing (“*** ***”)
On 1/10/2016, *** *** was onsite at *** ***’s residence and, following their inspection, contacted HomeServe to advise that the main sewer line from the home to the septic tank was clearHowever, *** *** indicated that they observed multiple septic tanks on *** ***’s septic system, and that the problem *** *** was experiencing was due to an issue between the first and second tanksHomeServe contacted *** *** and advised that the Contract only covered the line that takes waste water from the external wall of her residential property up to the point of connection with her septic tank and not the full septic systemOn 1/11/2016, *** *** spoke with a HomeServe Repair Management supervisor who explained HomeServe’s position regarding her service call and coverage under the Contract
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 1/20/to discuss her concerns*** *** advised that in the External Sewer/Septic Line solicitation she received, she observed three lines going to the septic tank that would be covered and what certain repairs would cost ( a copy of which is enclosed for your reference)Our CAT agent explained to *** *** that the solicitation depicted the potential issues that she may experience with her main sewer/septic line removing waste water from her home, and not coverage for multiple sewer/septic lines*** *** indicated that she understood, but requested that HomeServe consider modifying the language in the solicitationOur CAT agent informed *** *** that her concerns would be relayed to the appropriate departments at HomeServe
Lastly, we would like to note that *** ***’s assertion that HomeServe’s mailings are a “rip off and advertising” is without meritIn fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 890,service jobs across its product linesWe serve more than million customers across North America, including Canada, holding over million service contracts, and have a 98% customer satisfaction rating among customers surveyed after using our repair servicesHomeServe is accredited with the CT Revdex.com and has an “A” rating
We trust this response adequately resolves this 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*** *** assertion that HomeServe does not provide “fast and reliable service” is wholly without merit
According to our records, on 10/20/*** *** contacted HomeServe to report a sewer backup
and requested a service call with her Sewer Septic Line Coverage (the “Contract”)The HomeServe agent advised *** *** that she would receive a call from the contractor to schedule an appointment within hours, not that a contractor would be at the house within that periodHomeServe deployment agents worked diligently to locate a contractor who would be able to take a same day appointment, and ultimately reached out to an Emergency Recruit Contractor (“ERC”) *** who were able to accept and be onsite the same day*** completed the repairs, and confirmed that the line was open and flowing before leaving the site
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 10/27/Our CAT agent confirmed with *** *** that the repairs were completed, and advised that the repair agents went above and beyond to schedule a same day appointment for her due to the nature of the repair needed* *** *** did not agree that a same day appointment would be considered “fast and reliable service”, and maintained that the HomeServe agents did not do anything to facilitate her repairThe Contract states “We agree, in the event of a covered Emergency Breakdown, to arrange and pay for a licensed plumber or licensed service provider to provide a Service call in most cases within hours .” Additionally the Contract further states “We will not pay for any Services performed without Our prior approval.” Our CAT agent explained to *** *** that while we do have the hour time frame, if we had not been able to get a contractor to her home in a reasonable amount of time HomeServe would have made the offer of reimbursement if she had arranged to have the repairs completed on her ownHowever, at the time she inquired about reimbursement if she were to hire her own contractor, HomeServe was still in the process of contacting area contractors
Additionally *** *** *equested to have HomeServe pay for the damages to her homeOur CAT agent suggested that she speak with her homeowner’s insurance to facilitate those repairs, as the Contract doesn’t cover that portionIn regards to damages to the home, the Contract states under the “EXCLUSIONS” section of the Contract “COST OF REPLACING AND REISNTALLING (INCLUDING BUT NOT LIMITED TO: CARPETS, CABINETS, KITCHEN ASSEMBLIES, PANELING, STUCCO, WOOD, TILE, WALLPAPER, FIXTURES, FITTINGS, MIRRORS):” and “INJURY, ILLNESS, DAMAGE, INCONVENIENCE OR LOSS OF USAGE CASUED BY DELAYS, NON-AVAILABILITY OF PARTS, LABOR DIFFICULTIES OR OTHER CONDITIONS BEYOND OUR CONTROL;”*** *** was not satisfied with the timeliness of the repair, or the fact that HomeServe was not held responsible for damage to her home from the waste water within her home, and requested to cancel the coverageOur CAT agent cancelled per her request and provided her a refund of the current month’s payment of $to be returned to her payment method on file*** *** should expect the refund to be received within 5-business days
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Attached is a copy of an email that I sent to your officeI did received a check but *** did a very poor job on the reseedingI still have no grass in my yard where the work was done*** was very rude to me and was not very professionalI need this resolved through arbitration.
Sincerely,
*** *** I received a call from *** with HomeServe USA Corp todayShe argued with me about the grass and the service that I received from their contractor ***I would like to file arbitration with my caseWe do not seem to have resolved our differences *** ***
***
***
This message originally read on 2/14/*** *** *** *** *** ***
*** * *** *** Dear *** *** *
Thank you for contacting the Revdex.com. This message is in regard to your complaint submitted on 2/14/against HomeServe USA Corp.. Your complaint was assigned ID *** Your complaint has been sent to the business for their response. Once they have responded to Revdex.com, we will contact you again. In the meantime, if the complaint becomes resolved please inform us in writing. Please remember that copies of your future correspondence will be sent to the company as well. 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
Sincerely,
*** ***

We regret that *** *** continues to be dissatisfied
As stated in our prior response, we are willing to reimburse *** *** for repairs that would have been covered under the contract. However, the invoice submitted does not contain repairs covered under the contract, so it cannot be approved for reimbursement
Thank you for the opportunity to respond

Junk mail spammers This firm sends mail to my address several times a year that looks "official" as if it were from the local water department and that it's an "important letter" Trying to sell me some sort of "insurance" on my water lines I don't own the home I live in, so leave me alone

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
According to our records, on 9/20/*** ***t contacted HomeServe to report an issue with his external water service line and requested a service call under his Exterior Water Service Line
Coverage (the “Contract”)*** ***t provided his address as *** *** *** *** ***Our HomeServe agent advised him that the coverage at this address was not active, the coverage had lapsed due to non-payment on 9/02/*** ***t then provided an alternate address, *** *** *** *** *** ***This address listed active coverage, however *** ***t advised that this is simply his mailing address, not the location he wished to have a repairDue to not having active coverage at the address *** ***t provided for his residence, the HomeServe agent denied the repair
After speaking with HomeServe’s repair agent *** ***t spoke with a customer service agent who provided him a full refund for the *** *** *** due to the fact that there was no home at the address*** ***t was not satisfied by his interactions with the repair agent and the customer service agent, and requested to speak with a supervisorA member of HomeServe’s Case Management team spoke with *** ***t, and upheld the previous decision to deny the repair
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed *** ***t’s enrollment form, and previous coverageOur CAT agent determined that *** ***t enrolled in the Contract at the *** *** *** using a postal enrollment formThis enrollment form showed the address as *** *** ***The CAT agent also learned that *** ***t’s coverage at the *** *** address had been active from 9/03/till 9/02/Our CAT agent spoke with *** ***t on 9/22/2016, and offered to arrange a service call to make the repair*** ***t declined the offer made by our CAT agent and indicated that he wished to continue with the cancellation and refundOur CAT agent confirmed the cancellation and refund request were completed, and provided the estimated time frame for receipt of the refund of 5-business days
We trust this response satisfactorily resolves this 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
On 7/9/2015, *** *** contacted HomeServe and stated that he had water coming up from a floor drain and requested a service call under his Exterior Sewer/Septic Service Line coverage (the
“Contract”)HomeServe deployed *** *** *** * *** ***) to ***’s residenceFollowing an on-site inspection, *** contacted HomeServe and advised that they found no problem with the sewer lineHowever, *** indicated that they observed cracks in the basement floor and that *** stated they were due to water back-ups in the floor drain following periods of rainThe *** technician concluded that the issues *** was experiencing were weather related, but *** disagreed and requested that HomeServe send another contractor for a second opinion
Per his request, HomeServe deployed Emergency **Plumber (“Emergency”) on 7/16/Emergency performed a camera inspection of ***’s sewer line that confirmed there was no problem with the sewer lineHomeServe attempted to contact *** on 7/16/to discuss Emergency’s findings, but were unable to speak with himOn 7/29/2015, *** returned HomeServe’s call and was advised of the above
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted *** on 8/21/to explain the terms and conditions of the Contract as it related to his service callSpecifically, our CAT agent noted that the Contract covers the exterior sewer and septic service lines on his property, both of which carry waste water away from the external wall of the home to the property boundary and/or the connection with the utility’s lineOur agent explained that the issue *** was experiencing was related to his storm drain, which assists with the drainage of excess water during periods of heavy rain and not the removal of wastewaterOur CAT agent offered to send *** a copy of the Contract; however, *** declined and advised that *** was onsite performing a self-pay job on the storm drain
While we understand ***’s desire to mitigate his sewer line repair costs, our review of this matter confirms our prior position that the affected storm drains are not covered under the ContractWe trust that this response clarifies HomeServe’s position and thank you for the opportunity to respond

We are in receipt of the complaint filed by Ms*** and regret to learn of her dissatisfaction
In response to this complaint, we have cancelled Ms***’s policy effective 1/26/2016, which was enrolled in her husband’s name, Mr*** ***A review of our records indicates that Mr
*** was enrolled in the exterior water line insurance coverage in In and 2015, we mailed Mr*** a letter indicating that his coverage would not be renewed as an insurance policy; instead, it was being replaced with a similar home protection plan
While HomeServe is not obligated to do so, we have issued Mr*** a check in the amount of $486.75, representing the full amount paid to HomeServe since While we are disappointed to lose a valued customer, we appreciate Ms***’s patience in resolving this matterMr*** should expect to receive the check within 3-business days
We trust this response satisfactorily resolves this matter and thank you for allowing us the opportunity to respond

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction
According to our records, on 11/19/Mr*** contacted HomeServe to report an issue with his sewer line, and requested a service call under his External Sewer/Septic Line coverage (the
“Contract”)HomeServe deployed *** *** *** ***(“***”) to Mr***’s home, and they were on site 11/21/*** requested to camera Mr***’s sewer line, to provide a comprehensive diagnosis and understand the issueOn 11/22/*** advised HomeServe that the camera revealed a breakage in the sewer line outside of the property boundary, and indicated that the repair would involve work in the street*** provided an estimate of $10,for repairs, and advised that the work would not be able to commence for days due to obtaining permitsOn 11/26/2016, a HomeServe agent spoke with Mr*** to advise that due to the Thanksgiving holiday the issuance of the permit would be delayedHomeServe approved the cost for the repair on 11/28/and due to weather delays the repair was completed on 12/1/
Mr***’s Contract provides reimbursement for hotel expenses up to $1,in the event that the home is considered uninhabitable due to the repair needHomeServe has approved the hotel reimbursement to the full benefit limit of $1,and the check is expected to arrive by 12/23/
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mr*** on 12/2/201, 12/6/2016, and 12/12/without successIf Mr*** would like to discuss the matter with our CAT agent, he can contact her directly at ###-###-####

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
According to our records, on 11/10/2016, *** *** contacted HomeServe to report an issue with his water pressure in his home, and requested a service call under his Water Service Line Coverage (the “Contract”)HomeServe deployed *** Plumbing Services LLC (“***”) to *** ***’s home, and they were on site 11/15/*** determined that a leak detection would be needed to locate the leak, and completed the test on 11/17/2016, at this point it was determined the water line would need to be replacedThe full line replacement was completed on 11/18/2016, and *** *** signed the invoice
*** *** contacted HomeServe on 1/30/to determine when *** would return to reseed the disturbed area, the HomeServe agent confirmed with *** that they would contact *** *** to scheduleAdditionally, *** *** was advised that if he requested a specific type of grass he would need to provide the seedThe Contract provides for a restoration of the grass, but does not guarantee the restoration of any landscape features*** would reseed the area with the brand of grass seed they have available
*** attempted to complete the restoration on 2/3/2017, however the technician deployed to *** ***’s home was unable to locate the home*** *** spoke with a member of HomeServe’s Repair Management Case Management team (“RM CM”) who assisted with rescheduling the appointment, she scheduled to have *** *** be the first stop on 2/9/On 2/14/2017, *** *** contacted our RM CM to advise that he had rescheduled the appointment for that dateDuring a follow up conversation with *** ***, our RM CM offered a $goodwill check to allow him to purchase the *** grass he had requested
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with *** *** on 2/23/*** *** expressed his displeasure in the quality of the grass seed provided, and stated that he felt the technician was lying to him when he said he couldn’t locate the homeOur CAT agent apologized for the inconvenience, confirmed that the RM CM had sent the $goodwill check, and explained the restoration benefits of the Contract
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond