HomeServe USA Corp.

We have reviewed the complaint
filed by *** *** and are sorry to learn of his dissatisfaction
"margin: 0in 0in 10pt; text-align: justify;">*** *** contacted HomeServe on
1/5/to report issues with his humidifier and was advised that he would
receive a call back from a Field Operations Supervisor within -
hours. On 1/6/2015, a Field Operations
Supervisor returned *** *** call and scheduled an appointment for a
technician to assess the situation on 1/8/2015.
Our technician inspected the
humidifier on 1/8/and determined that the humidifier required replacement
due to a burned out water valve
The replacement humidifier was installed
on 1/13/2015. HomeServe contacted *** *** on 1/13/to apologize for any confusion and to follow up with him
regarding any remaining concerns. *** *** indicated that he was satisfied with the repair and installation
We trust this response resolves
this matter and thank you for the opportunity to respond

We reviewed the rejection filed by Mr*** and are sorry to learn of his continued dissatisfaction
On 12/2/2014, HomeServe received the part needed for Mr*** furnace, and in an effort to expedite Mr***’ repair, set up an appointment for the same day between the hours of and 6PMHomeServe made several unsuccessful attempts to reach Mr.*** and ultimately left a voicemail to advise him of the appointment and provided a telephone number at which he could reach our customer service department if that appointment was not convenient
HomeServe previously advised Mr*** he would receive a $gratuity checkAccording to the *** tracking information, the gratuity check was delivered to Mr*** on 1/15/
We trust this response resolves this matter and thank you for the opportunity to respond

We live in Baltimore City and on December 8th, 2016, we received a letter from what we thought was Baltimore City informing us that our house was "NOT COVERED." The letter was actually from HomeServe, though the letterhead featured the seal of Baltimore City in the top left cornerThere has already been government action against HomeServe for this very act of misrepresentation, yet they are still doing it as evidenced by our letterHow is this legal?

We are in receipt of the complaint filed by *** *** and regret to learn of her dissatisfaction
According to our records, on 9/29/*** *** contacted HomeServe to report a leak in her water service line, and requested a service call under her Exterior Water Service Line Coverage (the
“Contract”)HomeServe deployed *** *** (“***”) and they were onsite 10/4/*** completed a repair to a section of *** *** external water line
On 10/12/2016, *** *** contacted HomeServe to advise that that after the water service line was repaired that she started experiencing a leak in her faucet and that her dishwasher stopped workingThe HomeServe repair agent advised that her Contract only covered the external area; however, *** agreed to go back out to the home*** *** contacted HomeServe again on 10/25/2016, and reported she was still experiencing the leak and that her dishwasher was still not workingA member of HomeServe’s Repair Management Case Management department (“RM CM“) contacted *** *** on 10/26/to address this issueOur RM CM advised *** *** that the items are not covered under her Exterior Water Service Line Contract, and would not be covered by our Internal Plumbing and Drainage Coverage if she had the coverageHowever, our RM CM offered to send *** back to the home to review the situation
*** returned to *** *** home on 10/31/2016, and advised the faucet leak and dishwasher issues were not caused by the previous water line repairThe issue with the dishwasher was discovered to be with the motorOn 11/1/2016, our RM CM spoke with *** *** and advised the results of the reviewOn 11/16/*** *** contacted our RM CM again regarding her concernsAs a courtesy, our RM CM deployed *** back to *** *** home*** was on site 11/22/and again advised the issues *** *** was experiencing were not related to the previously completed repairOur RM CM upheld the previous decision, and advised that the repairs are not covered
In response to this complaint, on 12/6/a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** Our CAT agent explained that she would fully review the previous repair, and determine if the leaky faucets and non-working dishwasher were a result of the repairAfter fully reviewing all the details, and speaking with ***, our CAT agent agrees with RM CM’s decisionThat the work completed by *** would not cause a leaking faucet, and would not cause the dishwasher motor to failOn 1/6/our CAT agent spoke with *** *** and advised that HomeServe and *** were not responsible for the leaking faucet and non-working dishwasher
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: there has been no financial resolution as of this dateI'm trusting *** *** *** will be sending the necessary documents to Home Serve shortly after which there will be final resolutionI do appreciate Home Serve's effort to bring reconciliation to this matter.
Sincerely,
*** ** ***

We are in receipt of complaint filed by Mr*** and regret to learn of his dissatisfaction
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Mr*** on 11/9/to discuss his concerns with the sewer line repair completed by *** *** *** on
10/30/He stated that although he is not currently experiencing a problem, he believed that *** repaired the wrong section of lineOur CAT member dispatched *** to Mr***’s home on 11/13/2015, during which *** found that a repair of an additional feet of sewer line was neededMr*** was advised of that and appreciated HomeServe’s effort to rectify the situationMr***’s repair is scheduled for 12/2/
We thank Mr*** for his patience and thank you for the opportunity to respond

We are in receipt of the complaint filed by Mrand Mrs*** and regret to learn of their dissatisfaction with our optional service contract offersTheir assertion that HomeServe mailings are “scam mail” or are used to “scare residents” is wholly without merit
HomeServe is a legitimate
company with operations in states, and has been serving customers in North America since 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
HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by the ***, to residential addresses to inform homeowners of optional home service contracts available in their area that have been an enormous help to tens of thousands of homeowners, including those in the state of ***We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts
In their complaint, the *** indicated that a HomeServe agent previously informed them that HomeServe may make withdrawals from their checking account “at [our] discretion.” Following a review of our records, HomeServe was unable to find any evidence suggesting that the *** were provided with this information during their prior interactions with our agentsHowever, we would like to take this opportunity to clarify that HomeServe only withdraws funds from a customer’s account when it has been specifically authorized to do so by the customer
In their complaint, the *** also referenced a conversation with their insurance carrier regarding “[buying] insurance with an outside service like HomeServe .” Importantly, the service contacts offered by HomeServe in *** are not insurance productsRather, the service contracts sold by HomeServe provide homeowners with protection against costs associated with the emergency breakdown of the major systems servicing their homes, including water or sewer service linesResponsibility for repairing these lines typically rests with the homeowner, not with the local utility or government, and basic homeowners insurance typically does not cover the costs of repairing or replacing a broken service lineThe Exterior Water Service Line product offers homeowners protection from the costs associated with the repair or replacement of municipal service or private well lines
Notably, prior to offering a product in a specific zip code, HomeServe communicates with the local utility and municipality to verify that homeowners are responsible for the maintenance of the service lines on their propertyIn the event a HomeServe customer finds that they have similar coverage, or that their local utility company or municipality is responsible for the maintenance of their service line(s), they can contact HomeServe to cancel their coverageIn such a situation, the customer would be entitled to a full refund of payments made, less any claims paid by HomeServeFurther, should HomeServe discover that the customer has overlapping coverage, or that a utility or municipality has responsibility for the maintenance of a customer’s service line(s), we will cancel the customer’s coverage and is*** a refund of any payments, less any claims paid
Mr*** contacted HomeServe on 10/14/and informed our agent that he had previously enrolled in the Exterior Water Service Line Coverage (the “Contract”) but was still receiving mailers for the same productOur agent advised Mr*** that the mailers he received were for the Exterior Sewer/Septic Line Coverage, and not for the ContractAt this time, Mr*** requested for his address to be added to our internal “Do Not Mail” (“DNM”) List
Per his request, Mr***’s address, *** *** *** *** ** ***, was added to our internal DNM listOur agent asked that Mr*** please allow 4-weeks for his request to be implemented, and noted that in the meantime he may continue to receive pre-scheduled solicitations while our system updates our filesAccording to our records, it appears that Mr*** may have received a pre-scheduled mailer following his DNM requestIn the future, Mr*** should not receive any additional solicitations
Further, per their request, we have cancelled the Contract and processed a refund check in the amount of $65.88, representing the full cost of the Contract for the current coverage periodThe *** can expect to receive the check within 10-business days
We hope this response will provide the ***’s with a better understanding of the offers they have received from HomeServe and the potential benefits our products and services provide for *** homeownersThank 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,
*** ***

Complaint: ***
I am rejecting this response because: I am years old, on oxygen 24/and was under the impression that this serviceis 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 dissatisfaction*** *** assertion that HomeServe is a “fraud” is wholly without merit
According to our records, on 9/29/2014, HomeServe received notification from Piedmont Natural Gas (“Piedmont”) that
*** *** had enrolled in the optional Gas Line Coverage (the “Contract”)Piedmont offered the Contract as part of the partnership agreement between HomeServe and PiedmontHomeServe 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
*** *** contacted HomeServe on 8/11/2017, and disputed the enrollment in the ContractA member of HomeServe’s leadership team cancelled the Contract, and provided *** *** with a full refund of all money paid to HomeServe since 9/29/The refund check of $was provided to *** *** with an expected delivery date of 10-business days
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted *** *** on 8/15/2017, and 8/24/2017, without successIf *** *** would like to speak with our CAT agent regarding the matter, or if she has not received her refund within the specified time frame, she may contact our CAT agent directly at ***
We trust this satisfactorily resolves the matter, and thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** My issue is with a their advertisingThe letter was outright deceptive and I want my mothers address removed from their list

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 his dissatisfaction
According to our records, *** *** contacted HomeServe on 6/21/to report an issue with his water heater and requested a service call under his Water Heater Repair and Replacement Plan (the
“Contract”)*** *** *** ***) was deployed to *** ***’s home on 6/22/and, following an onsite inspection, determined that the water heater required replacement*** advised that they would contact HomeServe and provide a quote
On 6/24/2016, *** informed HomeServe that the total cost of the replacement was $1,Per the terms and conditions of the Contract, the “maximum benefit limit is $1,per Term .” As such, the *** were responsible for $in out of pocket costsAfter she was notified of *** estimate, Ms*** declined to schedule the repair due to the out of pocket expenses and requested cancellation of the Contract
In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Mrs*** on 6/28/to discuss her concernsOur CAT agent offered to send another contractor to provide a second opinion; however, Mrs*** declined
Our CAT agent also addressed Mrs*** concern regarding her recent furnace replacementOur agent advised that her Heating and Cooling System Coverage did not cover full system replacements and, based on our contractor’s on-site diagnosis, their furnace was beyond repair and required full replacementMrs*** indicated her understanding
Finally, HomeServe would like to briefly address *** ***’s comment that the coverage plans offered by HomeServe are a “scam”HomeServe is a leading provider of home repair solutions with operations in states and has been serving customers in *** *** since In fact, over the past three years, HomeServe has provided over $million in services to its customers, representing 1,000,service jobs across *** ***, including *** HomeServe’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
We trust this response satisfactorily resolves this matter and thank you for the opportunity to respond

We reviewed the complaint filed by Ms*** and are sorry to learn of her dissatisfaction
On 11/2/2014, Ms*** contacted HomeServe and advised that she had no heat and requested a service call to restore her heating unit’s functionalityUnfortunately, our agent failed to expedite the
service appointment and scheduled a contractor deployment on 11/4/Ms*** contacted us again on 11/2/and advised that she had called a 3rd-party contractor who had already remedied the issue
On 11/11/2014, in response to this complaint, we contacted Ms*** and explained that our agent had erred in failing to expedite her service requestWe offered to reimburse Ms*** for her repair expenses and provided the appropriate mailing address to expedite the process
We trust this matter has been resolved to Ms***’s satisfaction
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 reviewed Ms***’s complaint and regret to learn of her dissatisfaction Our records show that Ms*** has been enrolled in our Interior Gas Line
Coverage since 11/9/and our Interior Electrical Line Coverage since 2/16/2011. As part of our business practice, if we do not receive a response to the first renewal notice, a series of follow up notifications are sent to the customer to assist in the prevention of lapsed service plans, so there are times when the payment and next renewal reminder cross in the mail Ms***’s Interior Electrical Line Coverage was set to renew on 2/16/2014, so the first renewal letter was sent in December, with reminder letters following shortly thereafter
Ms*** contacted our office on 2/3/to inquire about the payment she had sent and was advised that it had not yet been received Ms*** contacted us a few days later to advise that her check had been cashed Due to a systems error the payment had not yet been applied to her account, so the account was suspended, but not cancelled. A case manager immediately removed the suspension based on the information provided by Ms*** and assured her that the account was active with no lapse in coverage. Ms***'s payment of was applied to her account and a confirmation was sent to her on 3/3/verifying her new term of coverage through 2/15/2015.
Thank you for the opportunity to respond to this complaint and we apologize for the frustration it caused Ms ***We trust that this response satisfactorily resolves and concludes this matter

We have reviewed the complaint filed by *** ***, and are sorry to learn of her dissatisfaction
According to our records, a technician performed a tuon *** ***’ heating system on 9/27/ During the tune-up, our technician discovered that the system had high levels of carbon monoxide and that her boiler required a new site glass and washers. A parts order was created and further repair appointment scheduled for 9/29/
During the 9/29/repair, the technician discovered that the boiler had an existing internal crack, and deemed it to be beyond repair, condemning the unit Our technicians followed up with *** *** on 10/3/to provide a more detailed explanation of the findings and to offer assistance in obtaining a 3rd-party replacement quote
In response to this complaint, we contacted *** *** on 10/9/and she requested further review of her allegations that our technician damaged her boiler We spoke with *** *** again on 10/20/and advised her that our review confirmed that our technicians bore no responsibility for the condition of her boiler. We reminded her that during the 9/29/repair call, our technician informed her that the unit could not be repaired and required replacement
We trust that this response provides *** *** clarity regarding HomeServe’s investigation into 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 dissatisfactionOn 07/15/*** *** payment cleared for optional Exterior Water Service Line (“Water Contract”) coverage at $32.88, this was per a mailer response received on 7/14/The next year’s renewal
costs for her Water Contract, failed direct deposit on 7/17/At that time her Water Contract was placed into a suspended status for failure of paymentOn 3/30/a check was received for enrollment in optional Home Plumbing and Drainage (“Plumbing Contract”) for a total of $On 7/18/the customer requested the coverage be cancelled*** *** received a prorated refund for her cancellation direct debited back into her checking account on 7/25/for a total of $On 6/11/we received enrollment paperwork for the customers optional Gas Line Coverage (“Gas Contract”), included with the copy of the enrollment paperwork from *** *** was a declaration page selecting an auto-renewal option (“E-Z Pay”) for the next year, at a total of $This enrollment paper work included a check from *** *** dated 6/4/for the total amount of the Gas Contract of $The check for this contract though failed to clear and the Gas Contract was then placed in a suspended statusIn response to this complaint, on 8/11/2017, our Customer Advocacy Team (“CAT”) has confirmed all of *** ***’s optional HomeServe Warranty Coverage’s have been cancelledHer maximum eligible refunds have been issuedThe amounts ineligible for refund are for payments towards a Water Contract of $and a prorated amount towards the Plumbing Contract from the customer’s enrollment date of 3/30/until her date of cancellation request on of 7/18/Our CAT agent attempted to contact *** *** on 8/11/2017, 8/14/2017, and 8/15/2017, to confirm she has received the eligible refunds, but was unable to speak with herIf *** *** has any further concerns regarding her complaint, she may contact our CAT agent directly at 423-499-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 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,
*** ***