HomeServe USA Corp.

We are in receipt of the complaint filed by Mr*** and regret to learn of his dissatisfaction regarding his recent service call
On 6/17/2015, Mr*** 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 ** *** *** who was onsite at Mr*** home on 6/22/While onsite, BP contacted HomeServe and advised that Mr*** electrical lines were sagging and appeared to have approximately 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 wellBP advised that Mr*** would need to contact the utility company
Following the update from **, a HomeServe agent attempted to contact Mr*** the same day to advise him that repairs to his electrical lines were the responsibility of the utility and not covered under the ContractOn 6/26/2015, Mr*** returned HomeServe’s call; our agent advised Mr*** 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 ContractAt this time Mr*** elected to cancel the Contract on 6/26/
In response to this complaint, HomeServe contacted BP to verify whether Mr*** weatherhead was damagedBP’s agent stated that the weatherhead was not damaged and the other electrical components on Mr*** residence were in good conditionBP noted that the issues on Mr*** property were attributable to the electrical lines, transformer and utility pole, which were the responsibility of the utilityOn 7/10/2015, a member of our Customer Advocacy Team unsuccessfully attempted to speak with Mr*** regarding the service call and the ContractShould Mr*** have additional questions, we invite him to contact us at ***
We trust this response provides Mr*** clarification regarding his service call and the Contract, and thank you for the opportunity to respond

We are in receipt of the complaint filed by *** *** and are sorry to learn of her disatisfaction
According to our records, *** *** enrolled in the Heating System Coverage on 11/22/2013, the Interior Gas Line Coverage on 11/28/2013, and the Interior Electrical Line Coverage on
9/18/following HomeServe’s receipt of his signed postal enrollment forms (redacted copies of which are attached hereto; collectively the “Contracts”)On 2/23/2016, *** *** contacted HomeServe regarding the charges for the Contracts on her utility billDuring the call, *** *** requested copies of the enrollment forms; our agent processed this request and the enrollment forms were sent to the address on fileBetween 2/23/and 4/16/2016, *** *** spoke with several HomeServe agents regarding the enrollment formsOn 4/15/2016, *** *** elected to cancel the Contracts
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with *** *** on 4/20/regarding the enrollment formsDuring the course of our CAT agent’s discussion, it was discovered that the mailing address on file differed from the service addressOur CAT agent indicated that this discrepancy may have resulted in *** *** not receiving the enrollment formsBased on the foregoing, our CAT agent emailed the enrollment forms directly to *** ***
Our CAT agent attempted to contact *** *** by phone on 4/25, 4/27, and 4/29/2016, but was unable to reach herShould *** *** wish to discuss this further she can contact our CAT agent directly at ###-###-####
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 their dissatisfaction
According to our records, *** *** enrolled in *** *** coverage, on February 7, 2010, via US Postal
Service. On the morning of December 21,
2017, at 5:59am,
*** *** called HomeServe to report a breakdown with the
heating system and to schedule a repair under the terms of the contract. On December 21, 2017, at 8:51am, a HomeServe
Repair Management Coordinator called *** *** to advise that the appointment
was scheduled between 8am and 12noon on December 22, 2017. *** *** asked to speak to a supervisor to
receive sooner serviceOn December 21,
at 10:23am a Repair Management Supervisor called *** *** and advised
that HomeServe would be able to service her heating system that same day,
December 21, 2017, between 4pm and 10pm.
*** *** accepted this timeframe.
On December 21, at 8:10pm a Home serve technician repaired the
heating system
In
response to this complaint a member of HomeServe’s Customer Advocacy Team
(“CAT”) called *** *** on December 28, The agent reached voicemail and left a message
with his name and direct phone number.
The agent called again on December 29, and spoke to *** ***. The agent listened to *** *** concerns, apologized for any frustration and explained how HomeServe
was able to perform same-day repair on her household heating system. The agent asked if there were any other
concerns she would like to discuss. *** *** indicated that there were not and that she was satisfied with the
outcome and had even enrolled in three more HomeServe coverages.
We trust this response
satisfactorily resolves the matter, and thank you for the opportunity to
respond

We are in receipt of *** *** response and regret to learn of her continued dissatisfaction
We would like to assure *** *** that under no circumstances was HomeServe attempting to portray her as a “liar”The basis of our response was predicated on information contained within HomeServe’s internal systems, including: call recordings, account notations, job notes, and conversations with HomeServe’s technicians and their management teamUnfortunately, conversations that may have transpired between *** *** and our technicians are not recorded in our systemsTherefore, we do not have the ability to reliably and accurately relate that information in our responseThe information provided in our response was HomeServe’s timeline of events and based on the foregoingAny insinuation that HomeServe “twisted” the facts or intentionally filed a “report” is wholly without merit
As noted in our prior response, we apologize to *** *** for the inconvenience and frustration she experienced in February regarding her service callsWith every service call, HomeServe strives to quickly and easily solve our customer’s problemsWe regret that we were not able to meet those expectations during our initial visit to *** *** residence
We would also like to reassure *** *** that our technicians are all trained, licensed, and qualified to perform the services required by our customers, and while we endeavor to complete repairs on our initial visit, from time to time, an emergency breakdown may require multiple visits prior to completion
In response to this complaint, a HomeServe CAT agent performed a supplemental review of our response, as well as the information available in our systemsHomeServe stands by its initial response and is sorry that *** *** disagrees with our presentation of the repair timelineRegardless, we would like to reinforce that the discount offered to *** *** was made as a goodwill gesture in appreciation of her patience and her loyalty to HomeServe since A CAT agent attempted to contact *** *** by phone to discuss her concerns, but was unable to reach herShould *** *** wish to discuss this matter further, she may contact HomeServe directly at ###-###-####
We trust this response adequately resolves this matter, and thank you for the opportunity to respond

This is the worse company, my year old mother accepted Exterior Line Coverage and sent in a quarterly payment of $using a money it was sent to them on I spoke with a Becca Mtoday because we received her money order back indicating it could not be accepted because it was only made out for a quarterly payment and they only accept money order payments for the yearly paymentI find that unacceptable because everyone does not have checking accounts and/or credit cardsI explained this issue to Becca MThen I asked her how was my mother suppose to get her money back since the m.owas returned, she states contact company money order was purchased fromI think this company needs to re-evaluate their processBecca stated to me they can't accept check and/or money payment for monthly/quarterly payments because of the high volume of payments coming in(????)So in order for her to have her payment processed she would either need to do a money order for the yearly payment or use a checking account and/or credit card so that the information can be stored and automatic payments can be removed from her bank and/or credit card account, again UNACCEPTABLE!!!!!!! Now she has to pay a $processing fee to *** *** to possibly receive her $back, where is the fairness in that?

We are in receipt of the complaint filed by Mr* *** and regret to learn of his dissatisfaction
According to our records on 8/1/Mr* *** contacted HomeServe to report an issue with his air conditioning not producing cool air and requested a service call under his *** *** Plus and Cool
Plus Plan (the “Contract”)A HomeServe technician was deployed to Mr* *** home on 8/2/and inspected the air conditioning unitWhile on site our technician determined that the unit was leaking Freon and added pounds of RFreonUpon discovering the leak, the technician did perform a leak test to identify the location of the leakOur technician was able to determine that the leak was located in the condenser coilThe recommendation to replace the unit was based on the condenser coil leak, as a condenser coil replacement would not be covered under the Contract and the cost of replacing the condenser coil would be typically be comparable to the cost of a new unitMr* *** states in his complaint that he had his own contractor come to the home, and found a capacitor that needed replacingThe HomeServe technician did not identify this as the cause for loss of cooling
Mr* *** was not satisfied with the diagnosis by the HomeServe technicianHe spoke with a HomeServe Case Manager (“CM”) regarding the disputeThe CM explained that the capacitor is not a covered part under the Cooling portion of his Contract, only under the Heating portionMr* *** was still not satisfied with the repair diagnosis and requested that the CM cancel his coverageOur CM cancelled the coverage and, pursuant to the terms of the Contract, provided Mr* *** with a prorated refund based on the date of the request, 8/3/This prorated amount, $138.59, was refunded to Mr* *** in the form of a check, with 10-business day arrival expectation
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact Mr* *** on 8/9/2016, 8/10/2016, 8/11/2016, and 8/18/without successIf Mr* *** would like to discuss the situation he may contact our CAT agent directly at *** We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Homeserve's technician never saw or mentioned the capacitor issue with the unit and was unable to get the unit working even temporarilyThe technician that I hired saw the problem immediately and had the unit in working order in minIt was in his professional opinion that there was no leak presentHomeserve is unwilling to accept the possibility that their technician might have misdiagnosed the problem and is unwilling to accept the opinion of an unbiased third party contractor.
Sincerely,
R*** ***

We received an intimidating notice from HomeServce USA Repair Management CorpThe letter stated that our underground water line could be in danger of imminent failure "leaving you (us) responsible for the cost of repair"It went on to strongly suggest we purchase a service agreement with this companyInitially we felt this was a mail scam and were ready to report the company to the U.S.P.Sor our local policeUpon further research, we discovered it was a company rated by the Revdex.comAlthough it is rated, the marketing/advertising methods used are to be considered unscrupulous

We are in receipt of the complaint filed by Mrs*** and regret to learn of her dissatisfaction
In response to this complaint, we have reviewed Mrs*** accountIt appears that Mrs*** checking account was mistakenly charged twice for $Per her request, a refund in the
amount of $was processed into the bank account on file, which should be received within 3-business days
On 8/4/2015, a member of our Customer Advocacy Team spoke with Mr*** and advised him of the refund and apologized for the errorMr*** was understanding and appreciative of the callWe thank the ***’ for their patience and trust that this response has been adequately resolvedThank you for the opportunity to respond

We are in receipt of the complaint filed by Ms*** and are happy to report the matter has been resolved to her satisfaction
According to our records, on 11/9/Ms*** contacted HomeServe to report a water leak inside her home and requested a service call under her Internal Plumbing and
Drainage coverage (the “Contract”)HomeServe deployed ** *** * *** (“GT”) to Ms***’s home, and they were on site 11/12/The technician from GT identified the leak, and advised HomeServe than in order to repair the leaking pipe in the interior of her home, the external pipes would also have to be replacedGT advised that they were only licensed to perform internal work
HomeServe deployed *** * *** Inc(“***”) to Ms***’s home on 11/14/The technician from *** provided the same diagnosis as GTWhile Ms*** was also enrolled in HomeServe’s Exterior Water Service Line Coverage (the “Water Contract”) the repair would not be covered, as there was not a failure to the external portion of the water lineHer contract states “WHAT’S NOT COVERED: We will not be responsible for any of the following: THE CORRECTION OR UPGRADE OF ANY SYSTEM IN ORDER TO COMPLY WITH ANY FEDERAL, STATE OR LOCAL LAWS, REGULATIONS, ORDINANCES OR UTILITY REGULATIONS WHERE NO OPERATIONAL FAILURE HAS OCCURRED;”Due to the exclusion, in order for *** to complete the internal repair Ms*** would have to pay out of pocket for the external repairsOn 11/17/2016, Ms*** explained to the HomeServe repair agent that the external repairs would be cost prohibitive, and that she had her own contractor stop the internal leak without any work on the external pipes
In response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) spoke with Ms*** on 11/23/and 11/28/Our CAT agent explained the Contracts, specifically that the plumbers sent by HomeServe had to do the work in compliance with the HomeServe Terms and ConditionsHer contractor was not governed by the ContractsOur CAT agent offered to provide Ms*** with a check for $as a goodwill gesture to cover the amount she paid her contractor, and to compensate for the water damageMs*** expressed her understanding of the Contracts and her satisfaction with HomeServe’s efforts to resolve her complaint
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 are happy to report the matter has been resolved to his satisfaction
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) attempted to contact *** *** on 6/17/2016, 6/20/2016, and 6/23/to discuss his
concerns, but was unable to reach himOn 6/24/2016, our CAT agent was able to reach *** *** *nd advised that the second refund, representing the heating portion of the Contract, failed due to an internal system errorOur agent informed *** *** *hat HomeServe processed a second refund check on 6/24/2016, in the amount of $246.46, and that he should expect to receive it within 10-business daysMr*** indicated that he was satisfied with the resolution
We trust this response satisfactorily resolves this matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We reviewed the complaint filed by Mrs*** and regret to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">Mrs*** contacted HomeServe on 3/11/to report a wet spot at the edge of her property. To accommodate Mrs***’s schedule, we arranged for a contractor to be at her home on 3/25/2014. The contractor found that the customer’s shut off valve in her curb stop, which is located on the customer’s property, was leaking. As a courtesy, and in order to prevent the local authorities from shutting off her water, the contractor connected a temporary water line from the city water main in the street to Mrs***’s water line
Because the present water line from the water main in the street to the shut off valve on Mrs***’s property was made of lead, local authorities require that it be replaced and upgraded. The work beyond our customer’s property boundary is not covered under our repair contract, and would have been an out-of-pocket expense for Mrs***
We contacted Mrs*** by phone and email on 4/11/and 4/14/to update her on the situation and let her know that HomeServe was working with the contractor and the local authorities to cover the entire cost of her repairs. On 4/15/2014, we advised Mrs*** that the full cost of her repair was approved. HomeServe’s contractors completed all repairs, and local authorities reinstated the street-side excavation on 4/17/2014.
Mrs*** was pleased with the repair, and our efforts to ensure that the work was done at no cost to her. Thank you for the opportunity to respond. We trust this matter has been resolved to Mrs***’s full satisfaction

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our records, on 2/1/2017, *** *** contacted HomeServe to report an issue with her breaker panel (not her meter box, as indicated in her complaint) and requested a service under her
Exterior Electrical Line Protection Plan (the “Contract”)*** *** advised that the breaker panel was rusted, however she was not experiencing any loss of powerThe HomeServe agent explained that since *** *** was not experiencing a loss of power the repair would not be covered under the Contract*** ***’s Contract states “We will arrange and pay for the repair of replacement of the following components of an overhead of underground exterior electrical line on a Residential Property, for which You have sole responsibility (“Exterior Electrical Line”): weatherhead, insulator, riser, meter base, and service entrance conductor, permanent wiring to detached garages, and permanent wiring to fixtures such as light posts and pool heaters; that have failed as a result of damage due to wear and tear”*** *** requested to cancel her coverage as a result of the repudiation, and the coverage was cancelled the same day
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 3/20/2017, 3/27/2017, and 3/28/2017, without successIf *** *** would like to speak with our CAT agent, she may contact her directly at ***
We trust this response satisfactorily resolves the matter, 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
For the sake of clarification I would like to note that they are somewhat being inaccurate in what happened.They are stating they see they now need to do more etc... They never did the right thing to start.They are coming to fix what they never fixed.Lets call a spade a spade or a pipe a pipe!
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
While I accepted their offer and explanation I would like to share with them some of my concerns regarding there contracted coverage language Given that my furnace is a forced hot water system, it would appear that their service plan would not be particularly helpful for many, if not most things that might go wrong since anything involving the plumbing is not covered For example, circulator pumps are a "covered" item but if it's replacement involves plumbing then it's not covered Well it's part of the plumbing Pumps and valves are integral to the plumbing so I don't see how such things could ever be covered There needs to be much more clarity to the contract language around this issue
They also did not cover a electric flue damper that broke last year Learning what is not covered has certainly been an education
Now that I know more about realities of the coverage I will likely forgo the service plan next year

On Dec.15, with no warning, my water main from the city broke in my basement spraying water! Was FINALLY fixed on Jan3! I HAD COVERAGE, completely unacceptable to take almost weeks to fix my water service!

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
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
Per his request, we have added *** *** phone number, *** to our internal “Do Not Call” listWe ask that he please allow up to days for the requests to be implementedIn the meantime, he may continue to receive pre-scheduled calls while our system updates
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
According to our records, *** *** was scheduled for a tune up on 10/29/between 8:AM and 12:noon under her *** *** *** *** (the “Contract”)Unfortunately, the scheduled
technician was delayed and unable to arrive at 12:noon, as a member of HomeServe’s repair management team advised *** *** at 12:PMThe HomeServe technician was on site and completed the tune up at 1:PMWhile on site the HomeServe’s technician identified the presence of carbon monoxide coming from the heating unitThe technician reported the situation to HomeServe’s dispatch department to schedule the appropriate repairThe following business day, 10/31/an appointment was scheduled for 11/2/
On 10/31/*** *** contacted HomeServe and advised that she did not want anyone coming back to her residenceIn response to this complaint a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 11/7/and 11/10/Our CAT agent was unable to speak with *** ***, however did receive a return voicemail stating she did not wish to speak with our CAT agent, only wanted to ensure her complaint was filed and heardAs a goodwill gesture, our CAT agent has processed a check on 11/30/in the amount of $165.32, which is the amount *** *** paid for her Contract, with an arrival time frame of 10-business daysIf *** *** would like to speak with our CAT agent she may contact her directly at 423-499-
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 pleased that I will no longer receive the company's mailings. I am not pleased that the company will apparently continue to send misleading messages of the type that have caused it trouble in ***., and *** and that cause negative reviews to appear in such publications as the *** *** *** *** *** ***. There is no reason why this company should not present its product to the public in an honest and forthright manner.
Sincerely,*** ***