M C Gutherie Lumber Company

South Jersey Energy Service Plus, LLC (“SJESP”) is in receipt of the complaint filed under ID number [redacted] , and regret to learn of the customer’s dissatisfactionPlease note that SJESP has a partnership with HomeServe USA (“HomeServe”), which sells and administers home service contracts to and for customers of South Jersey Gas Company who have elected to enroll in these contracts HomeServe deploys SJESP technicians to service the contractsThe customer at issue (the “Customer”) enrolled in Water Heater Repair coverage (the “Contract”), administered by HomeServe According to HomeServe’s records, on February 27, 2017, the Customer contacted HomeServe to report that he suspected he had a leak in his water heaterHomeServe created a service call and deployed a SJESP technician to assist the Customer under his ContractThe SJESP technician was onsite at the Customer’s home the same dayWhile onsite, the SJESP technician reached out to HomeServe and advised HomeServe that the Customer’s water heater was irreparable, and recommended that the unit be replacedA HomeServe agent then advised the Customer of the technician’s findingPursuant to the terms and conditions of the Contract, the benefits are limited to repairing malfunctioning water heaters, and do not include replacing water heaters that cannot be repairedBased on these findings and HomeServe informing the Customer that a repair was not possible and his unit needed to be replaced, HomeServe closed the service callOn February 28, 2017, the Customer contacted HomeServe and advised that he would like to cancel his Contract, effective immediatelyNeither HomeServe nor SJESP had any further contact with the Customer on his claim or the Contract In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed this service call, and deemed that the decision that replacement of the water heater was not covered by the Contract was correct However, though HomeServe is under no obligation to replace the unit, HomeServe is offering the Customer up to $1,to cover the costs associated with replacing the water heater to show its appreciation for him being a long-time customerThe CAT team member attempted to contact the Customer on three occasions (on July 19, 21, and 26, 2017) but was unsuccessful in reaching him HomeServe has sent the Customer a letter to his service address, asking him to contact themIf the Customer would like to accept the offer, we invite him to contact HomeServe’s CAT team at [redacted] We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond Lauren AL***, Esq.Corporate Counsel [redacted]

The customer called in on 12/21/at 102pm and we called her back at 103pm to schedule the appointmentWe scheduled for 12/22/in the PM and attempted to service the furnace at 533pmThe customer was advised of the $service fee at the time the appointment was made and was assessed the fee at 544pmThere were no calls into the company to cancel the appointment

This complaint is against SJE not my company, SJESPPlease forward this complaint to the proper representative. thank you

It is unfortunate that the original part that was ordered came in damagedWe were not aware until the technician opened the box prior to coming to the home on Sunday 4/The new part was ordered and installed on Thursday 4/27-the unit is operational at this timeWe make every attempt possible to
accommodate everyone's schedules when we make an appointment, unfortunately sometimes this needs to be adjusted as it did in this case

Complaint: ***
I am rejecting this response because: the statements are not false- SJ Gas did respond to the calls however when scheduling the appointment on more than one occasion the techs were not able to respond within a hour periodIt was more like days without heat in frigid temps10/18/6:am call made to SJ Gas I was told that I would receive a phone call back which I had to call back and I was informed by the answering service and confirmed that my appointment was for Tuesday 10/20|am to pmI called today at 8:am to reconfirm my appointment and it was confirmedI also had requested a manager to call meAt approximately 2:today I received a call from Sj Gas telling me that my appointment for 10/was now being pushed to 1-pm windowI expressed dissatisfaction with the representative and wanted to speak to the manager FrankThe rep failed to place me on hold and mocked me in an unprofessional tone prior to the transfer to the manager My experience over all is dis satisfactory on the level of professionalism South Jersey Gas represents.
Regards,
*** ***

The customer called in on 12/21/15 at 102pm and we called her back at 103pm to schedule the appointment. We scheduled for 12/22/15 in the PM and attempted to service the furnace at 533pm. The customer was advised of the $89 service fee at the time the appointment was made and was assessed the fee at...

544pm. There were no calls into the company to cancel the appointment.

South Jersey Energy Service Plus, LLC (“SJESP”) is in receipt of the complaint filed under ID number [redacted], and regret to learn of the customer’s dissatisfaction. Please note that SJESP has a partnership with HomeServe USA (“HomeServe”), which sells and administers home service contracts to...

and for customers of South Jersey Gas Company who have elected to enroll in these contracts.  HomeServe deploys SJESP technicians to service the contracts. The customer at issue (the “Customer”) enrolled in Water Heater Repair coverage (the “Contract”), administered by HomeServe.   According to HomeServe’s records, on February 27, 2017, the Customer contacted HomeServe to report that he suspected he had a leak in his water heater. HomeServe created a service call and deployed a SJESP technician to assist the Customer under his Contract. The SJESP technician was onsite at the Customer’s home the same day. While onsite, the SJESP technician reached out to HomeServe and advised HomeServe that the Customer’s water heater was irreparable, and recommended that the unit be replaced. A HomeServe agent then advised the Customer of the technician’s finding. Pursuant to the terms and conditions of the Contract, the benefits are limited to repairing malfunctioning water heaters, and do not include replacing water heaters that cannot be repaired. Based on these findings and HomeServe informing the Customer that a repair was not possible and his unit needed to be replaced, HomeServe closed the service call. On February 28, 2017, the Customer contacted HomeServe and advised that he would like to cancel his Contract, effective immediately. Neither HomeServe nor SJESP had any further contact with the Customer on his claim or the Contract.   In response to this complaint, a member of HomeServe’s Customer Advocacy Team (“CAT”) reviewed this service call, and deemed that the decision that replacement of the water heater was not covered by the Contract was correct.  However, though HomeServe is under no obligation to replace the unit,  HomeServe is offering the Customer up to $1,200.00 to cover the costs associated with replacing the water heater to show its appreciation for him being a long-time customer. The CAT team member attempted to contact the Customer on three occasions (on July 19, 21, and 26, 2017)  but was unsuccessful in reaching him.  HomeServe has sent the Customer a letter to his service address, asking him to contact them. If the Customer would like to accept the offer, we invite him to contact HomeServe’s CAT team at [redacted] We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.  Lauren A. L[redacted], Esq.Corporate Counsel[redacted]
[redacted]

Im not sure what [redacted] is referring to when whe states that we do not service on time. Here is the History of her account:1/20/19-called in no heat--services same day8/24/09-burning smell from AC-serviced dame day9/25/09-no ac-serviced next day12/6/10-no heat-serviced same day2/2/11-no...

heat-serviced same day7/12/11-no ac-next day service9/23/11-motor humming-scheduled next day per her request1/1/12-no heat-same day service11/22/12-no heat-next day service12/31/14-no heat-same day service2/3/15-no heat-same day service-cust called in and cancelled3/29/15- no heat-same day service-cust called in and cancelledAs you can see SJESP has responded to all of her calls no later that 24 hours after recieving the calls. To state that we are scamming customers and not providing services is truly a false statment.thank you[redacted]