HomeServe USA Corp.

We are in receipt of the complaint filed by *** *** and regret to learn of his dissatisfaction
On 4/25/2016, *** *** contacted HomeServe to inquire about the charge that came out of his checking account and requested that both the Water Contract and Sewer Contract be cancelledOur agent
processed this request and a full refund, in the amount of $65.88, for the Water Contract was issued to the payment method on file the same dayNo refund was due on the Sewer Contract
In response to this compliant, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 5/18, 5/19, and 5/to discuss his concerns, but was unable to reach himShould *** *** wish to discuss this matter further, we encourage him to contact our CAT agent directly at ###-###-####
We trust that this response satisfactorily resolves this matter and thank you for the opportunity to respond

Account charged and stated recurringNever signed up or gave permission to access my personal bank accountNever even heard of the company and don't own a houseI would like the money refunded and the recurring status taken off

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 Mrs*** and regret to learn of her dissatisfaction
HomeServe received Mrs*** signed postal enrollment form for Sewer/Septic Line coverage (the “Sewer Contract”) on 3/9/along with a money order in the amount of $29.97, representing the
quarterly price of the Sewer ContractOn the enrollment form, Mrs*** selected the “EZ-PAY” billing option and elected to make quarterly payments for the Contract using payment information previously provided to HomeServe for her existing Water Service Line Coverage (the “Water Contract”)
In response to this complaint, we have reviewed Mrs*** accountOn 6/19/2015, Mrs*** contacted HomeServe and requested that the Sewer and Water Contract be removed from the EZ-PAY billing formatUnfortunately, it appears that she was mistakenly re-enrolled in the EZ-PAY billing option when her next payment came due in July We apologize for the error
Per her request, we have cancelled Mrs*** Sewer Contract and Water Contract and have issued a refund check in the amount of $Mrs*** should expect to receive the check by 8/7/
We appreciate Mrs*** patience in resolving the matter and trust this response has been resolved to Mrs*** satisfactionThank you for allowing us the opportunity to respond

Called at 10AM to request service because of no heat with a 97yrs old and a month old in the house and it's 15degrees outsideWas told we are priority, with a window of 12-It's 4:54PM and no technican in sightCalled times throughout the day, no one can give me an answerEveryone who I spoke to seemed to be reading off a script because their responses were uniform but no one resolved anything! Horrible business practices!

We are in receipt of the complaint filed by M*** *** and are happy to report we have resolved the matter to her satisfactionWe have issued a full refund to M*** *** for both her Exterior Water Service Line coverage and the Exterior Sewer/Septic Service
According to our records M***
*** enrolled in our Exterior Water Service Line coverage and the Exterior Sewer/Septic Service over the phone on 6/2/Upon enrollment M*** *** was advised that her coverage would commence following a day review periodDue to a failure in our system, her contracts did not mailM*** *** cancelled her coverage on 8/15/after not receiving the contracts, and a prorated refund of $for the Water Contract and $for the Sewer Contract was refunded to the payment method on file
A member of HomeServe’s Customer Advocacy Team ***”) then reviewed M*** ***’ account history and was able to identify that her service contracts were not sentOn 8/19/2016, our CAT agent spoke with M*** *** and offered either to have a manual contract created or to issue a full refundM*** *** opted to have the full refund issuedOur CAT agent provided an incremental refund of $for the Water Contract and $for the Sewer ContractThe refund was sent to the payment method on file with an expected arrival of 5-business days
M*** *** was satisfied with the above resolution, and our CAT agent provided her direct contact number if any further assistance would be needed
We trust this satisfactorily resolves this matter, and thank you for the opportunity to respond

Sorry, this service was purchased on December 9, NOT September

We are in receipt of the complaint filed by Dr*** and regret to learn of her dissatisfaction
Our records indicate that Dr*** enrolled in the Heating and Water Heater contracts (the “Contracts”) via telephone on 12/11/2014, which are billed by *** *** Energy Service Plus (“***
***”)Dr*** contacted HomeServe on 2/17/and stated that she had changed her billing cycle with HomeServe from yearly to monthly, but the change was not reflected on her *** *** gas billOur agent informed Dr*** that it could take one or two billing cycles before she would see the change on her *** *** gas billOn 2/25/2015, Dr*** contacted HomeServe to cancel her Contracts, which we did effective immediately
On 3/10/2015, Dr*** contacted HomeServe stating that charges for the Contracts were still appearing on her *** *** gas billOur agent verified that the contracts had been cancelled on 2/25/per Dr*** requestOur agent also noted that it could take one or two billing cycles for *** *** to acknowledge the cancellation, depending on frequency of their billing cycle
On 3/26/2015, HomeServe spoke to a representative at *** *** who confirmed that Dr*** account had been cancelled and that Dr*** had been provided an update regarding her billing statementOn 3/30/2015, we attempted to reach Dr*** by telephone to provide an update but were unable to reach her
We trust this response adequately resolve’s this matter and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I have the letter from July 7, 2015. The letter states that I am eligible for this sewer/line coverage. It also states that I have days to make the decision and they included an acceptance from, which I still have and did not send back. The amount on the acceptance from is not the same as they took out my account. The form gives three different payment frequency and the form also, ask me to sign if I want an automatic withdrawal. Well, If I did not send the letter back and a signed authorization form, why did they make the decision to go into my bank account. Yes, in 2013, I applied for this coverage for $52.00. The $was not an amount familiar to me, that is why I filed a complaint. Companies depend on people not keeping letter and monitoring their back account. Well, I keep letters and I monitor my bank account. I do not like the idea of automatic withdrawal from my account so, I do not and will not give my permission on such an act. I called the company a few day later and asked what that amount was for. I was informed that it was for a sewer coverage and I asked why that amount and I was informed that because in they automatically took money from my account without any complaints. I was not monitoring my account closely then, but I am now. I do not remembering receiving a letter(I would have kept it, if I received one) in and if I ignored the letter then, there was no legitimate reason for them to take money from my bank account. They did not get away with it this year. I will not recommend this coverage to my family and friends. I will keep this letter and the acceptance form just to keep me informed what this company did to me. Please Revdex.com just close this complaint. I want to be through with this company completely. What such dishonestly
Sincerely,
*** ***

We are in receipt of the complaint filed by *** *** and are happy to report the matter has been resolved to her satisfaction
According to our records, on 12/28/2016, *** *** contacted HomeServe to report an issue with her sewer line, and requested a service call under her Exterior Sewer
Septic Line Coverage (the “Contract”)*** *** reported that she only experienced a backup when it rained, due to this fact the agent repudiated the repairAs the backup only occurred when it rained, the issue did not appear to originate in the sewer, but from the gutters on the home
On 12/31/2016, *** *** contacted HomeServe to advise that she had a plumber come to her home who located a tree root blockage in her sewer*** *** paid out of pocket to have the repair completedAt that time the HomeServe agent did provide contact information for HomeServe’s reimbursement department
In response to this complaint, on 1/5/2017, 1/6/2017, and 1/13/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** and spoke with her on 1/17/Our CAT agent offered to review *** *** invoices and DVD of the camera run by her plumber for reimbursementOn 1/27/our CAT agent received and reviewed the invoice and DVDThe documentation showed that there was a blockage, and the repair would have been covered under *** *** ContractOur CAT agent contacted *** *** on 1/27/to advise she was providing a full reimbursement for $The reimbursement check was mailed to *** *** via Federal Express
We trust this response satisfactorily resolves the issue, 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
According to our records, on 1/3/2017, Ms*** contacted HomeServe to report an issue with her sewer, and requested a service call under her Exterior Sewer/Septic Line Coverage (the “Contract”)
HomeServe deployed *** *** * *** (“***”) to Ms***’s home on 1/3/*** ran a cable in the line, and determined it would be necessary to run a camera to discover if there is an issue in the pipeOn 1/4/2017, *** provided the results, Ms***’s external line was clear
On 1/4/2017, Ms*** contacted HomeServe again to advise she was experiencing a backup in her homeHomeServe deployed *** back to Ms***’s home on 1/5/While on site, *** identified a blockage inside of Ms***’s homeMs***’s Contract only covers the external portion of her home, which is defined in the Contract as “An Exterior Septic Service Line is defined as a line that takes the waste water from the external wall of Your home up to your property boundary or up to the point of connection to Your septic tank on Your property.” Ms*** advised the technician from *** that she had a different contractor to her home previously that provided the same diagnosis
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms*** on 1/06/2017, 1/17/2017, and 1/18/without successful communicationMs*** did leave a voice message for our CAT agent stating she had a contractor complete the repair, and that the contractor stated there was an external issueOn 1/18/2017, our CAT agent provided Ms*** with a fax number and email address so she could provide the invoice from her contractor
The CAT Supervisor contacted Ms*** on 1/26/and 1/27/2017, without successful communicationOur CAT Supervisor extended the same offer to Ms*** that our CAT agent did, if Ms*** provided a copy of the invoice it would be reviewedOn 1/27/2017, our CAT Supervisor contacted *** and confirmed the diagnosis of an internal issue, and the information provided by Ms*** of having a contractor come to the home prior to 1/5/
As of the date of this response, Ms*** has not submitted an invoice to either our CAT agent, or the CAT SupervisorIf Ms*** submits the invoice, our CAT agent will be happy to reviewMs*** may contact our CAT agent directly at ###-###-#### if she has any questions
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 meSincerely, *** ***

*** *** *** ***
*** *** *** *** *** *** **
*** ***
*** *** *** Good afternoon, I have spoken with Ms***, and she advised that she accepted the offer made by
HomeServe. Ms*** also advised that she will be contacting the Revdex.com to close her complaint. Thank you! Kendra G*** Customer Advocacy Insurance Specialist

We are in receipt of complaint filed by *** and are sorry to learn of his continued dissatisfaction
***’s accusation that HomeServe “sends unqualified technicians” is wholly without meritBefore becoming a member of HomeServe’s contractor network (the “Network”), each contractor is thoroughly screened by our recruitment team to verify appropriate licensing, certifications, and insuranceOnce a contractor becomes part of the Network, HomeServe monitors their performance by reviewing job performance and via on-site evaluationsIn addition, prior to deploying a job, HomeServe ensures that a contractor has the requisite technical skill required to perform a service callAs it pertains to ***’s service call, ***’s Heating, Air Conditioning, and Plumbing (“***’s”) is a licensed contractor specializing in plumbing, cooling and heating and was qualified to perform a diagnosis of ***’s sewer and septic lines and storm drain
As noted in our prior response, following ***’s initial call to HomeServe on 7/9/2015, we deployed ***’s to his residence to inspect water coming up through a floor drainFollowing an inspection, ***’s informed HomeServe that there was no issue with ***’s sewer line***’s technician also indicated that he observed cracks in basement floor***’s noted that *** informed their technician that the cracks were due to water back-ups in the floor drain following periods of rain
Per ***’s request, HomeServe deployed Emergency **Plumber (“Emergency”) for a second opinion on 7/16/Emergency completed a camera inspection of the sewer line and also confirmed that there was no problem with the sewer line; however, Emergency did observe issues with ***’s storm drainImportantly, storm drains are not covered under the terms and conditions of ***’s Exterior Sewer/Septic Line coverage (the “Contract”)
In response to this complaint, HomeServe has confirmed that Emergency, and not ***’s, performed the self-pay repair job on ***’s storm drain (the misstatement in our prior response was a clerical error) following the 7/and 7/16/service callsFurther, HomeServe contacted Emergency to verify their initial findingsAn Emergency representative confirmed that the issue on ***’s property was with the storm drain and not the sewer lineEmergency noted that their initial diagnosis was confirmed following the commencement of repair work at ***’s residence
Based on our secondary review of this complaint, as well as our conversations with Emergency, HomeServe’s position remains unchanged with respect to the sewer drain repairs at ***’s residenceHomeServe’s marketing materials, as well as the terms and conditions of the Contract, clearly provide that storm drains are not coveredFurther, two contractors verified that the issue on ***’s property was attributable to his storm drain
We trust that this response adequately addresses the issues raised in ***’s complaint, and thank you for the opportunity to respond

Called to report no heatA rep came in a few hours and after about minutes told me I needed a new boiler and call a plumber to do itStill no heatI called a plumber who came that nite and said it neede a new part which he could get at *** ***He went and got the part, installed it at a cost of $ I couldn't cancel home serve fast enough Homeserve will never, ever get any more of my money

We reviewed *** *** complaint and regret to learn of his dissatisfaction
10pt;" class="MsoNormal">Our records show *** *** enrolled in two repair service contracts from HomeServe on 12/30/On 1/25/2014, we received a call from *** *** where he requested a refund for the taxes paid on his repair service contract fees due to changes in his state’s tax laws exempting our products from taxation Our agents escalated his request to management to submit the refund In fact, all qualifying customers in *** ***’s state who are eligible for refunds of their taxes paid for our products are being issued refundsWe apologize that *** ***’s refund had not yet been scheduled for processing at the time of this complaint
We contacted *** *** on 7/9/2014, and advised him that we would immediately process and mail him his refund In addition, HomeServe promised *** *** a gratuity in the amount of $78.26, the price of one of his repair service contracts, to thank him for his patience On 7/17/2014, *** *** contacted HomeServe to advise us that he has received his check and was satisfied with our resolution
Thank you for the opportunity to respond We trust that this matter has been resolved to *** ***’s full satisfaction

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 reviewed Mrs***’s complaint and regret to learn of her dissatisfaction
We confirm that Mrs***’s annual tuwas scheduled for 10/31/However, weather conditions caused an increase in emergency repairs, so HomeServe postponed all non-emergency maintenance requests. Mrs***’s annual tuwas rescheduled and completed on 1/7/14.
On 2/5/Mrs*** contacted HomeServe to request a quote to reconfigure her basement heating system, which is not covered under her repair contract. A day later, a HomeServe representative left a message for Mrs*** to see if she would like to schedule the non-covered work. Our estimate was for $700, which included installation of new parts and laborThis quote was provided over the telephone based on limited information We did not hear back
Upon receipt of this complaint we contacted Mrs*** on 3/12/2014, and we were advised that she had her own contractor perform a repair that is covered under contract with HomeServe. We offered to reimburse Mrs*** for the covered repair upon receipt of her paid invoice. Mrs*** submitted her invoice to HomeServe on 3/17/2014, and she will be reimbursed within the next 5-business days.
Thank you for the opportunity to respond. We trust that this response satisfactorily resolves and concludes this matter

We reviewed the complaint filed by *** *** and are sorry to learn of her dissatisfaction
"margin: 0in 0in 10pt;" class="MsoNormal">On 9/24/2014, we received a phone call from *** *** who advised us that she had charges for HomeServe coverage on her utility bill A review of our records indicated that *** *** was not a customer of HomeServe as we were unable to locate her service address, enrollment, or charges in our database. Our contact center agents asked *** *** to provide us a copy of the bill with HomeServe charges, and advised that a customer advocate would be in touch to help resolve the matter
On 9/29/2014, *** ***’ utility company confirmed to HomeServe that she was billed a total of $24.95, and that any future charges would be blocked from appearing on her bill HomeServe processed a refund for $24.95, sent on 10/8/via Fedex, and delivered on 10/9/
We trust this matter is resolved to *** ***’ satisfaction, and thank you for allowing us the opportunity to respond

Without water service for days due to incompetent plumbing cothat failed to order the utility lines sprayed when he initially inspected water issue and established that entire water line would have to be replacedHe did ask where the lines were and I stated on opposite side of the houseWhere upon he should have stated that it was required to mark lines in order to digThis delayed the work hours longer with house unusable for familyI will be canceling my Homeserve contract after the work is completedSo how much is it worth to move your family out of the house for days?