HomeServe USA Corp.

I had previously posted a negative review of HomeServe on 12/12/2016. Within the last few days, a Customer Advocacy Specialist (Kimberly) from the company reached out to me as she had been reviewing the complaint. She took the time to listen to recordings of all of the calls from the incident in question, identify the company's weaknesses and failures in the situation, and both offer me an apology as well as reimbursement for costs incurred and took additional steps to keep me as a customer. I must say it was not expected but very appreciated to see this type of reaction to the issue I experienced. HomeServe has had their fair share of complains, however I applaud them taking the initiative to recognize and address their customers' issues.

We have reviewed Ms. [redacted] complaint and are sorry to learn of her dissatisfaction.
On 1/16/2015, Ms. [redacted] contacted HomeServe and reported water in her yard and requested a service call under her Exterior Water Service Line coverage (the “Contract”). HomeServe deployed the service...

call to High Priority Plumbing (“High Priority”) who diagnosed a leak in the water service line. Due to weather conditions and equipment availability, High Priority was delayed in performing the repair, but ultimately completed the job on 2/5/2015.
On 5/1/2015, Ms. [redacted] contacted HomeServe and stated that her sprinkler system was not functioning properly and informed our agent that the issue was attributable to the repairs performed by High Point. A HomeServe supervisor attempted to assist Ms. [redacted] with the resolution of this matter prior to HomeServe’s receipt of this complaint.
In response to this complaint, a member of our Customer Advocacy Team (“CAT”) contacted Ms. [redacted] on 5/20/2015. Ms. [redacted] informed our CAT agent of the issues surrounding her sprinkler system following the 2/5/2015 service call. Ultimately, Ms. [redacted] consented to High Priority returning to her residence to assess the issue.
On 5/29/2015, High Priority located a break in the sprinkler line at Ms. [redacted] residence and made a repair the same day. Ms. [redacted] informed our CAT agent that she was satisfied with the repair and appreciated HomeServe’s efforts to resolve the issue.
We trust this matter has been resolved to Ms. [redacted] satisfaction, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction.
In response to this complaint, we have cancelled both of [redacted]’s policies, effective 10/24/2014. Despite holding service contracts with HomeServe since 2009, our records indicate [redacted]...

[redacted] has not made any service calls under either of his policies. We are issuing [redacted] a check in the amount of $731.94, representing the full amount paid to HomeServe by [redacted] for his Water Service Line ($372.30) and Sewer/Septic Line ($359.64) coverages. While we are disappointed to lose a valued customer, we appreciate [redacted]’s patience in resolving this matter. [redacted] should expect to receive the check within 2-3 business days.
We trust this response has been resolved to [redacted]’s satisfaction and thank you for allowing us the opportunity to respond.

We have reviewed the response filed by Ms. [redacted] and are
sorry to learn of her continued dissatisfaction.
According to our records, we sent the Exterior Water Service
Line Coverage terms and conditions to Ms. Gapp’s mailing address on 6/23/2014.  In response to this complaint, we contacted Ms. [redacted] by telephone and confirmed she had received her refund check.  Ms. [redacted] indicated she was satisfied with
HomeServe’s resolution of this matter. 
We trust this response resolves this matter and thank you for
the opportunity to respond.

I have not received any reimbursement check to date (2/2/17) so I do not find that this resolution is resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted]  I will get back in touch when a check is delivered and cashed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The only discrepancy I see in HomeServ's response is the fact that the contractor is not coming here to fix the leak on October 31st, only to give us another estimate... Time will tell if the leak is actually repaired..
 
[redacted]
Complaint #[redacted]

I wanted to let you know that I spoke to Justin at Home Serve USA, and he said I checked a box on my initial form that I filled out for one years of service for automatic renewal.  I advised him I did not do that and wouldn’t have done that without knowing what the renewal charges...

 (double the first year) would have been or if I could afford them.  He said he would look for the original form & get back to me by phone with answer (and if box not checked would refund overdraft fee of $12.50) but would cancel me & refund the $71.88.  He never called me back as promised but did refund the $71.88 to my account.  I am still disputing the overdraft fee because I never authorized this charge, & I think that’s why he never called me back, but wanted to let you know that I did get something back.  Thank you for all your help and hope to resolve the remainder of the problem some time soon.   Sincerely,   [redacted]

We reviewed Ms. [redacted]’s rejection of our response and regret to learn of her continued dissatisfaction.
Our records show that Ms. [redacted] was able to speak with one of our agents on 3/14/14 and make the necessary updates her phone number.  Per her request, we also sent Ms. [redacted] a copy of her Water Service Line Coverage Terms and Conditions.  Ms. [redacted] expressed her gratitude and is satisfied.
Thank you for the opportunity to respond.  We trust that this response satisfactorily resolves and concludes this matter.

We reviewed the complaint filed by [redacted] and are sorry to learn of her dissatisfaction.
According to our records, Ms. [redacted] contacted HomeServe on 9/17/2014 to report electrical issues in one of the bedrooms in her home.  HomeServe initiated a service call to a local electrical...

contractor who was onsite on 9/19/2014. The contractor found that an electrical circuit was not functioning in a bedroom where two individuals were sleeping.  The contractor was asked to leave the premises.
Later that day, we received a call from Ms. [redacted] inquiring about the pending repairs in her home. We advised her of the contractor’s findings and set up a service call the following business day, 9/22/2014.  On 9/22/2014, we advised Ms. [redacted] that unfortunately none of our network contractors had availability that day.  In the interest of time, we told Ms. [redacted] that she could contact her own out-of-network contractor and we would reimburse her for any covered repairs.
On 9/25/2014 Ms. [redacted] let us know that she could not locate a contractor, and asked HomeServe to renew our efforts to deploy an in-network contractor.  HomeServe deployed a new service call and our contractor performed the repairs on 10/1/2014 to malfunctioning electrical circuits affecting a bedroom in Ms. [redacted]’ home.
As a gesture of goodwill, we provided Ms. [redacted] with a discount on the remaining service contract fees for the current term of her Interior Electrical Repair Coverage.  We thank Ms. [redacted] for remaining a valued HomeServe customer, and for the opportunity to respond to this complaint.

Complaint: [redacted]
I am rejecting this response because:i always have paid the bill on time and on more than one occasion have been accused of not paying
thus receiving second and third notices
they are negligent  in crediting my payment
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and are happy to report the matter has been resolved to her satisfaction.According to our records, on November 9, 2015, [redacted] called [redacted]’ (“[redacted]”) contractor referral service and left a message for [redacted] to call her...

back to refer a contractor in her area.  [redacted] agent Dorian returned [redacted] call and referred her to a contractor.  [redacted] expressed interest in enrolling in [redacted] home warranties.  Dorian went over [redacted] home warranties available to [redacted].  [redacted] agreed to enroll in the In-Home Gas Line Repair coverage. In response to this complaint, I in my capacity as a member of HomeServe’s Customer Advocacy Team (“CAT”), called [redacted] on February 26, 2018.  I advised [redacted] that I would research the enrollment, retrieve our records and apologize for the situation.    On March 8, 2018, I followed up with [redacted], advising that we confirmed that she enrolled in the In Home Gas Line Repair coverage via phone, and that the enrollment call recording was available for her review. [redacted] listened to the enrollment call and confirmed that it was her voice providing her address and billing account information to [redacted] agent Dorian.  [redacted] acknowledged enrolling in the coverage, and expressed appreciation to us for clarifying this matter.   We trust this response satisfactorily resolves the [redacted]’s concerns, and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of their dissatisfaction.According to our records, [redacted] enrolled in [redacted], on November 1, 2017, via telephone enrollment.  [redacted] called to schedule an annual tune up of her heating system on...

November 30, 2017.  On December 11, 2017, [redacted] called HomeServe to report no heat coming from her boiler.  On December 12, 2017, a HomeServe technician repaired the boiler.  On December 13, 2017, [redacted] called HomeServe to report that the boiler was leaking.  On December 14, 2017, a HomeServe technician found the boiler was cracked and condemned the unit advising that it needed to be replaced.  HomeServe quoted $7200.00 to replace the boiler.  [redacted]’s complaint is that HomeServe caused the boiler failure.  HomeServe denies that any action of the technicians we sent caused the boiler to fail.  In response to this complaint, HomeServe has offered to install a new boiler at no cost to [redacted].  A member of the Customer Advocacy Team (“CAT”) spoke to [redacted] which would require [redacted] to sign a release prior to the start of the work.  The release includes verbiage indicating that HomeServe denies any fault in the failure of the boiler and is making this offer as a good will gesture with the understanding that any additional expense, such as for modifying the existing walls in the home, or moving and reinstalling other appliances after the installation of the new boiler would be the [redacted]’s responsibility and that [redacted] would remove negative comments about HomeServe from Social Media.  [redacted] has declined this offer and has opted to hire her own installer.  The CAT agent has advised that after [redacted] signs an amended release, HomeServe would assist with the cost of installing a new boiler as a good will gesture.  As of December 27, 2017 HomeServe is awaiting [redacted]’s response. We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

We are in receipt of the complaint submitted by Mr. [redacted] and are sorry to learn of his dissatisfaction.
A review of our records indicates that Mr. [redacted] was enrolled in our optional Exterior Water Service Line Coverage (the “Contract”) on 7/24/2015 following our receipt of his completed postal...

enrollment form (enclosed). On his enrollment form, Mr. [redacted] selected the “EZ-PAY” billing option and elected to make quarterly payments, in the amount of $16.47, for the Contract using the bank account information submitted with his enrollment form. Notably, the following authorization language is included in the “EZ-PAY” section of the enrollment form: “I authorize HomeServe to charge my account for Exterior Water Service Line Coverage at the frequency specified and my financial institution to debit these payments from the account provided.” (Emphasis added).
On 12/7/2015, Mr. [redacted] contacted HomeServe and requested cancellation of the Contract. Per his request, the Contract was cancelled effective immediately and HomeServe processed a pro-rata refund in the amount of $14.40 into Mr. [redacted]’s bank account on 12/9/2015.
We trust this response adequately resolved this matter and thank you for the opportunity to respond.

We are in receipt of the complaint filed by [redacted] and regret to learn of her dissatisfaction.
According to our records, on 2/1/2017, [redacted] contacted HomeServe to report an issue with her heater and requested a service call under her Heating System coverage (the “Contract”)....

HomeServe deployed a technician to her home, and he was on site 2/2/2017. The technician on site determined the heating issue was due to a faulty back flow preventer. [redacted] Contract does not cover the back flow preventer. HomeServe’s technician offered to perform the repair for [redacted] but she opted to use her own plumber for the repair. On 2/10/2017, [redacted] contacted HomeServe to request a reimbursement for the back flow preventer, but was advised by a member of HomeServe’s Repair Management Case Management team (“RM CM”) that no reimbursement would be considered for this part.
In response to this complaint, on 2/24/2017, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted Ms. [redacted] Our CAT agent explained what components of the heating system are covered, and apologized that the back flow preventer was not covered. She assured [redacted] that HomeServe will indeed cover any repair that falls under the Contract, and explained that while [redacted] did have a repair in 12/2016, this was a separate service call with a separate issue. [redacted] expressed her understanding, and thanked our CAT agent for the clarification.
We trust this response satisfactorily resolves the matter, and thank you for the opportunity to respond.

Revdex.com:I have read the company's response of which some parts noted were untrue as I take very precise notes. However as I explained in my previous response it was very very cold in my house and the company did little to rectify the situation. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are in receipt of the complaint filed by [redacted] and regret to learn of his dissatisfaction. [redacted] assertion that HomeServe is “taking advantage of senior citizens” is wholly without merit.
HomeServe is a leading provider of home repair solutions with operations in 48 states and has...

been serving customers in North America since 2003. In fact, over the past three years, HomeServe has provided over $255 million in services to its customers, representing 1,000,000 service jobs across North America, including [redacted]. HomeServe’s customers hold over 3 million service contracts, and HomeServe has a 99% customer satisfaction rating among customers surveyed after using our repair services. HomeServe is accredited with the Connecticut Revdex.com and has an “A+” rating.
Importantly, HomeServe does not target recipients of our mailers on the basis of age, race, creed, or any other discriminatory factor. HomeServe utilizes standard direct-marketing methodologies to periodically send mailers, like the one received by [redacted] to residential addresses to inform homeowners of optional home service contracts available in their area. The mailers are not intended to alarm potential customers, but to inform them about services that have been an enormous help for over a million homeowners, including those in the state of [redacted] We encourage homeowners to read the information in our mailers carefully and consider the benefits before purchasing our optional service contracts.
According to our records, on 02/09/2015 [redacted] contacted HomeServe and enrolled in the Premier Heat Plus Plan (the “Heating Contract”) after receiving an offer in the mail. Enrollment forms for the Interior Gas Line Coverage (the “Gas Contract”) and Exterior Water Service Line Coverage (the “Water Contract”) were received by HomeServe on 11/24/2015 and 8/15/2016, respectively. The enrollment forms both state “I understand that, regardless of the payment frequency I select, my optional coverage is based on an annual contract. . . “(Emphasis added).
Mr. [redacted] contacted HomeServe on 5/27/2016 and requested to cancel the Heating Contract, at that time a refund was provided in the amount of $68.79 to the payment method on file. On 12/9/2016 [redacted] contacted HomeServe again, and was assisted with a cancellation of the Water Contract. The HomeServe agent provided Mr. [redacted] with a full refund of $65.88 to the payment method on file. The Gas contract expired on 11/23/2016, and no renewal was received.
In response to this complaint, on 12/14/2016, 12/20/2016, and 12/21/2016, a member of HomeServe’s Customer Advocacy Team (“CAT”) contacted [redacted], but was unable to reach him. If he would like to further discuss the contracts, he may contact our [redacted] As a courtesy, we have added [redacted] our internal “Do Not Mail” list. We ask that he please allow up to 4-6 weeks for the requests to be implemented. In the meantime, he may continue to receive pre-scheduled mailings while our system updates.
We trust that this response provides [redacted] with more clarity regarding our mailers and services, and thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:This company solicited me to purchase coverage that I already had, so I do have merit!!!!!  This is why I ordered the duplicate coverage.  I was told by 2 people, Stacy & Kendra on 3-15-16 that I had 2 duplicate policies in force.  Then when I got my refund, and it as so low, I was told I had only 1 duplicate policy in force by Tonya on 3-29-16.  Someone is lying to me.  This company to this day is still soliciting me for coverage via an email daily.  I am sick of it.I want them to leave me alone and they will not.  This is not a lie.  I can send you copies of these emails, just tell me what email address to use, and I will be happy to forward you the continuous solicitation that I am receiving.  Bad Business all the way around.
Sincerely,[redacted]

[redacted]
[redacted]
[redacted]
[redacted] Good afternoon, I have spoken with Ms. [redacted], and she advised that she accepted the offer made by HomeServe.  Ms. [redacted] also advised that...

she will be contacting the Revdex.com to close her complaint.  Thank you!   Kendra G[redacted] Customer Advocacy Insurance Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  Well what else is there but, for me to eat the $31.00 that they caused the problem of taking $ out of my acct.. without my knowledge and me having a bounced ck from another store--and the embarrassment at MY bank-- also I did not know they put it in the same way till I got my bank statement yesterday!!-thanks

I bought a 10.000.oo sewer line and water heater insurance from this company, two years later when my pipe line collapsed, I opened a claim to repair it, but they gave me all kind of excuses to deny the claim, I called my own contractors whom were disagree with theirs, after using a portable toilette for many days, I decided to pay out of my pocket for the repairs, and after fighting and struggling with this company, they only refunded one third of the money I paid.
my contractor charge 3000.00 less than their original contractor estimated the repair will cost